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NHS Quality conference - Lesley Goodburn
The document outlines the insights and involvement strategies implemented by Lesley Goodburn, Head of Communications and Engagement at Midlands and Lancashire CSU, to enhance patient experiences in healthcare. It discusses the completed and planned implementation of various healthcare initiatives across multiple Clinical Commissioning Groups (CCGs) and GP practices, along with the importance of user engagement and systematic feedback. Key learning points emphasize the necessity of early involvement, community participation, and tailored healthcare solutions to improve quality care.
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NHS Quality conference - Lesley Goodburn
- 1. Insight and Involvement Lesley Goodburn Head of Communications and Engagement 27/11/2014
- 2. 2 Midlands andLancashire CSU www.midlandsandlancashirecsu.nhs.uk
- 3. Insight and Involvementthe Journey so Far
- 4. 4 Midlands andLancashire CSU www.midlandsandlancashirecsu.nhs.uk
- 5. Strategy Patients, Carers and the Public
- 7. Access and Waiting Clean comfortable place to be Safe high quality care Building closer relationships Better info more choice Miscellaneous Domains of patient experience
- 11. Community Providers Acute Providers Mental Health Providers Independent Providers Voluntary Sector Providers NHS England Area Team CSU
- 12. Quality Patient Experience Social media, media, complaints, PALS, workshops, surveys – any feedback Clinical Effectiveness GP concerns about secondary care and secondary care concerns about GP services Safety - Incidents in primary care
- 13.
- 14. Completed Implementation •9 CCGS and 350 GP practices in Staffordshire. Shropshire, Telford and Herefordshire • 3 CCGs in Lancashire and 88 GP practices • NHS England Staffordshire and Shropshire Local Area team • Out of Hours providers – Lancashire • Condition support groups Staffordshire
- 15. Planned Implementation •Health and Well Being Board in Staffordshire inc HealthWatch • 4 CCGs in Lancashire and 250+ GP practices • CCGs in Central midlands and GP practices • Condition support and voluntary sector groups • Care Homes • Discussions about provider implementations across a health economy
- 18. Results • Reviewof patient transport services • Changes to community hospital discharges • Changes to appointment systems for phlebotomy • Review of trans gender funding policy • Set up of inter practice charging for contraceptive implants • Registration clarification with practices • Set up of medicines management review group • Review of community nursing services • Set up of podiatry review group • Results reporting • Review of urgent cancer referrals • 111 working group to address on going issues
- 19. Learning Insight •Engage with the users • Champions are important • Senior sponsorship - initiating and sustaining • Data sharing and information governance • Tailoring the system to user needs • Consistency of reporting – key data • Feedback to the practices and public and closing the loop • Clear standard operating procedures • Build the system with a user not a consultant
- 20. Learning Involvement •Early involvement at the start of discussions • Focus on the strategic – health needs and prioritisation • Role of HWWBs – integration • Systematic and systemic • Cant be CCG led needs to address what's important to people • Role of communities, hyper local, social media and reaching the people • Individual involvement (PIC) key to transformation and integration
- 22.