Mike Cooke: Hearing the patient voice and responding, a view from both sides

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Mike Cooke, Chief Executive of Nottinghamshire Healthcare NHS Trust, spoke at our conference, Patient voice and power in the new NHS.

Mike drew on his experience both as a leader within the NHS and as a service user, stressing the importance of openness from leadership and the involvement of patients in their care and in health care research. Mike advocated for a cultural transformation to help this happen.

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Mike Cooke: Hearing the patient voice and responding, a view from both sides

  1. 1. about Recovery Positive about Integrated Healthcare HEARING THE PATIENT VOICE AND RESPONDING A VIEW FROM BOTH SIDES King’s Fund 5 November 2013 Professor Mike Cooke CBE Chief Executive 1
  2. 2. about Recovery Positive about Integrated Healthcare 2
  3. 3. about Recovery Positive about Integrated Healthcare INTRODUCTION  Openness – wanting to Hear, Listen and Respond  Involvement – working with people – Paul Sanguinazzi  Partnership –changing services, changing culture, changing minds  Recovery [and Discovery]  Recovery Education College  FT – Membership, Communities of Interest  CLAHRC’s and Patient and Public Involvement [Senate]  Receptive culture and authentic leadership 6 years ago 3
  4. 4. about Recovery Positive about Integrated Healthcare LINGS BAR HOSPITAL 4
  5. 5. about Recovery Positive about Integrated Healthcare OPENNESS – WANTING TO HEAR, LISTEN AND RESPOND     Positive – Values, ‘what we stand for’ Voice reports – Each Board, each month Service User Carer Experience Survey [SUCE] 30,000+ Patient Opinion – real time service user/carer feedback www.feedback.nottinghamshirehealthcare.nhs.uk  Patient Experience Challenge – the deal is:1] Capture 2] Share 3] Respond 4] Feedback 5
  6. 6. about Recovery Positive about Integrated Healthcare INVOLVEMENT – AGM/AMM 2013 6
  7. 7. about Recovery Positive about Integrated Healthcare INVOLVEMENT – WORKING WITH PEOPLE  Invested historically in this – The Resource, Involvement Centres, Recovery Education College  Paul Sanguinazzi, Wathwood Medium Secure Services  Not ‘dragging people into meetings’, involve in whole agenda  Employment Resourcing Interview Forum [ERIF]  Strong approach, creative deployment e.g. Learning Disabilities, Deaf Community  Winner of National E Health Insider Award – 10/10/13 7
  8. 8. about Recovery Positive about Integrated Healthcare 8
  9. 9. about Recovery Positive about Integrated Healthcare PARTNERSHIP – CHANGING SERVICES, CHANGING CULTURE, CHANGING MINDS  Purpose of involvement – be up front about it  It is about improving outcomes – ‘new chairs on the wards’; ‘no intensive care beds Mike’ ‘student or patient?’  Executive Leadership Council  Business Plans – Confirm and Challenge  3 rules:1. 2. 3. Involvement of the right partners people [be inclusive] Set objectives you cannot achieve on your own Be brutally honest about progress 9
  10. 10. about Recovery Positive about Integrated Healthcare RECOVERY DEMONSTRATION EVENT 10
  11. 11. about Recovery Positive about Integrated Healthcare RECOVERY [AND DISCOVERY] Strategy Personal Recovery plan Advance Statement Taking back control  ‘Someone to love, somewhere to live, something to do’  ImROC [Implementing Recovery through Organisational Change]  Demonstration Site 11
  12. 12. about Recovery Positive about Integrated Healthcare Nottingham Panthers – Anti Stigma campaign 12
  13. 13. about Recovery Positive about Integrated Healthcare RECOVERY EDUCATION COLLEGE [REC]  Alongside Peer Support Workers – this is a key focus  ‘Outpatients being discharged to students being graduated’  A card carrying Student [54] and Lecturer! Examples of courses Rolling this out Julie Repper, Helen Brown  REC – build skills, is strengths-based, is social technology that works 13
  14. 14. about Recovery Positive about Integrated Healthcare 14
  15. 15. about Recovery Positive about Integrated Healthcare FT MEMBERSHIP  Public/Patient/Service Users/Carers 9082 [Public] 8847 [staff] + Living in Both Worlds  Communities of Interest – e.g. Deaf & Wellbeing; Looked After Children  Passive Membership  Semi passive  Active  Governors, Ambassadors, Volunteers [17-82], Peer Support Workers, Staff promoted, developed further 15
  16. 16. about Recovery Positive about Integrated Healthcare 16
  17. 17. about Recovery Positive about Integrated Healthcare CULTURE AND LEADERSHIP P PEOPLE: O OPENNESS: S I INTEGRITY T TRUST SAFE, SOUND, SUPPORTIVE, SENSITIVE I V VALUE E Y = you and how you behave E = effectiveness S = style EXCELLENCE INNOVATION 17
  18. 18. about Recovery Positive about Integrated Healthcare CONTACT DETAILS Mike.Cooke@nottshc.nhs.uk www.nottinghamshirehealthcare.nhs.uk Nottinghamshire Healthcare NHS Trust Duncan Macmillan House Porchester Road Nottingham NG3 6AA www.clahrc-ndl.nihr.ac.uk www.crncc.nihr.ac.uk/about_us/ccrn/trent www.mentalhealthclinicians.org.uk 18

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