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EdgeTalks, March 3 2017, The DNA of Care: the importance of listening to staff stories

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The DNA of Care: the importance of listening to staff stories

Presented by Dr Karen Deeny, Staff Experience Programme Lead at NHS England (@karendeeny1), and Dr Pip Hardy (@PilgrimPip), Co-founder of the Patient Voices Programme (@PatientVoicesUK).

The intertwined relationship between patient care and staff well-being has been likened to the double helix. And so the stories we tell each other are like the DNA of care, transmitting information and shaping cultures, offering learning opportunities and, sometimes, healing.

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EdgeTalks, March 3 2017, The DNA of Care: the importance of listening to staff stories

  1. 1. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017
  2. 2. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Welcome and introductions Dr Karen Deeny Head of Staff Experience NHS England @KarenDeeny1 Dr Pip Hardy Co-founder Patient Voices Programme @PilgrimPip
  3. 3. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Why are we here? • to give you some background about The DNA of Care project • to talk about the potential of digital stories to reveal important truths about the staff experience • to share some stories with you • to hear from some storytellers • to inspire you to share your own stories
  4. 4. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk #Exp4all #DNAofCare Staff experience drives patient experience. Focusing on this relationship could be the most important move for the healthcare system to make.
  5. 5. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Engaging staff ‘Employee engagement emerges as the best predictor of NHS trust outcomes. No combination of key scores or single scale is as effective in predicting trust performance on a range of outcomes measures as is the scale measure of employee engagement.’ Professor Michael West
  6. 6. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Put simply….two sides, one coin
  7. 7. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk ……even more simply ‘Both staff and patients need care, compassion and respect.’ Professor Michael West 2014
  8. 8. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk The importance of kindness ‘I cannot emphasise enough how meaningful it was to me when care- givers revealed something about themselves that made a personal connection to my plight. The rule books, I’m sure, frown on such intimate engagement between care- giver and patient. But maybe it’s time to rewrite them.’ Kenneth Schwartz 2012
  9. 9. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk A good story…. ‘A good story is so much more than simply a good story - it’s a precious opportunity for learning, for reflection and for transformation.’
  10. 10. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Speaking to people’s feelings ‘Our main finding, put simply, is that the central issue is never strategy, culture or systems. All those elements and others are important. But the core of the matter is always about changing the behaviour of people, and behaviour change happens in highly successful situations mostly by speaking to people’s feelings.’ Kotter, J P and Cohen, D S (2000)
  11. 11. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Stories make us human
  12. 12. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Whose experience? ‘Statistics tell us the system’s experience of the individual, whereas stories tell us the individual’s experience of the system…’ Sumner, 2009
  13. 13. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Finding a voice ‘One of the hardest things in life is having words in your heart that you can't utter.’ James Earl Jones
  14. 14. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Patient Voices patience, noun. calm endurance of pain or any provocation; perseverance patient, adj. having or showing patience voice, verb. give utterance to, express Concise Oxford Dictionary, 1964
  15. 15. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk The DNA of Care ‘The intertwined relationship between patient care and staff well- being has been likened to the double helix. And so the stories we tell each other are like the DNA of care, transmitting information and shaping cultures, offering learning opportunities and, sometimes, healing.’ Hardy and Sumner 2015
  16. 16. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk What happened? • Five workshops • 33 storytellers • 34 stories • Reflection • Insight • Connection • Healing
  17. 17. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk The workshops….
  18. 18. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk The words in their hearts…
  19. 19. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Impermanence Natasha Curran, 2016http://patientvoices.org.uk/flv/1028pv384.htm
  20. 20. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Introducing Natasha Curran
  21. 21. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Your thoughts and reflections
  22. 22. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Sharing and communication ‘It’s taken a lot of guts to share this deeply, and not hide behind our professional selves. It’s important for our colleagues and policy makers to know that it’s ok to share. This should help us all communicate better in the future.’
  23. 23. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Introducing Damon Kamming
  24. 24. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Touch Damon Kamming, 2016http://patientvoices.org.uk/flv/1006pv384.htm
  25. 25. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Your thoughts and reflections
  26. 26. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Introducing Rachel Scanlan
  27. 27. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Stay Rachel Scanlan, 2016http://patientvoices.org.uk/flv/1019pv384.htm
  28. 28. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Your thoughts and reflections
  29. 29. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Connection and reconnection ‘It’s rare for me to feel I’ve made as much connection with as many people as I have this weekend.’ ‘If we can connect with each other then there’s hope for the NHS.’ ‘For me, it’s been so important to reconnect with why I came into healthcare.’
  30. 30. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk What storytellers said ‘It restores my faith to meet people working in a vast range of settings who all share the same values and need for change, whether it be top down, bottom up, or just one contact at a time. It’s encouraging to think we are just one cohort among many going out into the world of the NHS that little bit better in every way for our shared experience, and both willing and able to share that improvement with others.’
  31. 31. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Transformation ‘People reach greater maturity as they find the freedom to be themselves and to claim, accept and love their own personal story, with all its brokenness and its beauty.’ Vanier 2004
  32. 32. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk What next? Experience of Care week 20th – 24th March 2017 #ExpofCare Digital stories webinar March 2017 2.00pm – 3.30pm #ExpofCare
  33. 33. ‘The DNA of Care’: the importance of listening to staff stories Karen Deeny and Pip Hardy Improving care for everyone through reflective digital stories 3rd March 2017 www.patientvoices.org.uk/dnaoc.htm www.england.nhs.uk Thank you pip@pilgrimprojects.co.uk @PilgrimPip karendeeny@nhs.net @karendeeny1 www.patientvoices.org.uk #PtExp @PatientVoicesUK #DNAofCare www.patientvoices.org.uk/dnaoc.htm

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