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Notes – Network meeting on Patient
Experience for Commissioners and
Providers
9 March 2016
Topics included
Wicked issues and neat ideas (see notes)
Veena Raleigh, Senior Fellow, King’s Fund (see Slideshare present...
Wicked Issues & Neat Ideas
• The idea behind this session was that each
person on the table had the opportunity to
share s...
Wicked Issues & Neat Ideas
Wicked Issues
Influence
• A tricky issue for many.
• With influence comes money and it can be h...
Wicked Issues & Neat Ideas
Neat Ideas
Mystery Shopping
• Mystery shopping programme at Guy’s has been very successful and ...
Wicked Issues & Neat Ideas
Neat Ideas
Open Visiting
• At Frimley and Musgrove Park, Open Visiting has been trialled succes...
HOPE Network Site Visits
• The Network has had an offer to conduct a site visit to Lister Hospital in Stevenage
• It would...
HOPE Network Buddies
• 18 members of the network have volunteered to be matched with a buddy.
• Profiles can be completed ...
Evaluation of the meeting
Summary of feedback
• 89% of evaluation forms were returned by delegates
• 100% of delegates who...
Future meetings
Date: Thursday 14 July 2016 (London, venue TBA)
Topic: Understanding and Unpicking Patient Leadership
and ...
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HOPE network - March 2016 summary slides

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A summary of the HOPE network meeting which took place on 9 March 2016

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HOPE network - March 2016 summary slides

  1. 1. Notes – Network meeting on Patient Experience for Commissioners and Providers 9 March 2016
  2. 2. Topics included Wicked issues and neat ideas (see notes) Veena Raleigh, Senior Fellow, King’s Fund (see Slideshare presentation) Network buddies and site visits (see notes) Robert Franklin, Dudley CCG – no slides Alison Kirk, Patient Experience Lead, NHSE – no slides
  3. 3. Wicked Issues & Neat Ideas • The idea behind this session was that each person on the table had the opportunity to share something that they think others could learn from, or an issue that they needed help with. • Each group then chose one issue that they shared with the whole group.
  4. 4. Wicked Issues & Neat Ideas Wicked Issues Influence • A tricky issue for many. • With influence comes money and it can be hard to get the influence/attention to get specific projects funded. Accessible information standard • Can be difficult and not everyone knows about it or has made a plan. • It requires coordination between two groups of people (information and IT). Influence • A tricky issue for many. • With influence comes money and it can be hard to get the influence/attention to get specific projects funded.
  5. 5. Wicked Issues & Neat Ideas Neat Ideas Mystery Shopping • Mystery shopping programme at Guy’s has been very successful and has led directly to service improvement, particularly in outpatient clinics where the Trust doesn’t tend to get enough feedback. • The mystery shoppers drew attention to the welcome that patients are given and issues around patients’ knowing the name of the staff member they are dealing with. They have seen a 7% improvement in one of the metrics that they use as a result of this programme. Communication • For some a closed Facebook group/Yammer network has worked well. A3 placements At Frimley, A3 posters have been used to share information effectively with patients and carers.
  6. 6. Wicked Issues & Neat Ideas Neat Ideas Open Visiting • At Frimley and Musgrove Park, Open Visiting has been trialled successfully Sharing information with Carers • Paul from Nottingham shared a draft of guidance to support staff to share information
  7. 7. HOPE Network Site Visits • The Network has had an offer to conduct a site visit to Lister Hospital in Stevenage • It would focus on the Meridian survey system, their patient and carer experience strategy and their ‘carers’ cabin • It would also be an ideal opportunity for members to share their Board reports • If there is sufficient interest, there may be an opportunity to link up with the Non-Executive Director for Patient Experience as well as patient reps to see how they are managed and work together • Shahid from Princess Alexandra Hospital also noted that on 11 May there is a conference on End of Life Care that is being organized by a patient group that may be of interest to others (see attached poster)
  8. 8. HOPE Network Buddies • 18 members of the network have volunteered to be matched with a buddy. • Profiles can be completed using the link below and The Point of Care Foundation will try to match buddies as soon as possible: https://pointofcare.typeform.com/to/LWJNMT
  9. 9. Evaluation of the meeting Summary of feedback • 89% of evaluation forms were returned by delegates • 100% of delegates who returned the feedback forms thought that the event was good or excellent Summary of written feedback Once again the most popular parts of the day were sharing ideas and discussions and having the chance to network with colleagues. During the meeting, members came up with lots of great ideas for future sessions, which we will incorporate during 2016 and beyond.
  10. 10. Future meetings Date: Thursday 14 July 2016 (London, venue TBA) Topic: Understanding and Unpicking Patient Leadership and involvement Date: Wednesday 9 November 2016 (London, venue TBA) Topic: TBC

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