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Creating a Revolution in Patient Experience
1. Creating a Revolution in Patient and
Customer Experience
Being Bold in Our Ambition
Kay Fradley, Head of Patient Revolution
2. But sometimes the NHS falls short
• Significant variation across Trusts
• 1 in 5 hospitals failing to get the basic right
– food, drink and dignity
• Staff are increasingly unsatisfied with the
care provided at their hospital
• Mid Staffs emphasised link between
quality and patient experience
• Decisions about me, without me
4. Patient Revolution ?
• Local communities need to own their NHS services and
have much greater say in how they are run.
• A movement of people, sharing good practice
• Patients need to be educated in this approach and so do
clinicians and managers
• Patients need the confidence to be able to raise their
concerns regarding inadequate treatment
5. What is a Patient Revolution?
Creating an NHS across the
Midlands and East which delivers
exceptional customer care and
patient experience
6. What is a Patient Revolution?
For patients and their carers this means that they will;
Be treated routinely with dignity, compassion and respect, routinely
involved in their care and in decisions about their care.
For staff this means that they will;
deliver care which values, understands and responds to the ‘whole’
customer experience and
be supported to deliver a standard of service consistent with the
NHS Constitution.
7. So, our approach
• Set the Direction
Patient Revolution strategies part of system planning
• Measure, benchmark and publicise Patient
Experience
Create a real time monitoring framework
•Begin in Acute sector & role out in other areas
• Create a social movement to accelerate and drive
•Establish the Patient Revolution Council
•Get patients & professionals to set out what good
looks like across the NHS
9. Measuring Experience
The Friends and Family Test
How likely is it that you would recommend
this service to friends and family?
+ why = valuable metric and comment
10. • Data returns for May 2012 were
received from 100% of the 46
acute trusts in the cluster region
• Trusts reported that from a total of
151,612 inpatients in the period,
22,132 (an increase of over 800
patients from April) were
surveyed, this equates to 14.6%
of acute inpatients (a 6% increase
from April)
• The combined Net Promoter
Score for the cluster region for
May 2012 is 62
• Individual trust scores range from
29 to 89
• The average individual trust score
is 63
12. Embedding the Patient Voice
“Another aspect of the preference for figures rather than people has been the
failure to listen, or to listen properly. Many of the complaints made to the
Inquiry had already been made in precisely the same terms to the Trust. Many
of them, even if taken on their own as one person’s observation, should have
been enough to alert a listener to the existence of a serious systemic problem.”
http://www.midstaffsinquiry.com/assets/docs/Inquiry_Report-Vol1.pdf
15. Creating a Social Movement
• System Led
• Defining what good looks like
• Share good practice
• Clinical Chairs:
• David Levy, Medical Director
ULH
• Kay Fawcett, Executive Nurse
UHB FT
• Fay Baille, Executive Nurse,
Arden Cluster
• Steve Laitner, GP and
Associate Medical Director
NHSME
16. Supporting a Revolution
Delivered/ Well underway In Development
PR Council & T&F Groups Skills Development: SDM/Co-
Production
Vision and Case for Change
Bespoke Customer Services Board
Board Level Champions Development Package
Friends and Family Test Institute of Customer Services
Accreditation Scheme
Ambition Accelerator Mystery Shopper Scheme
Patient Stories Good Practice Guide Friends and Family Test Rollout
NHS Good Engagement Guide (EDS) Patient Leaders/Ambassadors
Performance & Opinion NHS Constitution Re-launch
Data Correlation Review Ambition Showcase Events
Ambition Showcasing Events
Customer Services Alliance
Building capability e.g. FT, Health
Personalisation Tools Re-launch watch, CCGs
17. Questions
Key Contacts:
• Dr Stephen Dunn, Director of Policy & Strategy (stephen.dunn@eoe.nhs.uk)
• Kay Fradley, Head Patient Revolution (kfradley@nhs.net)
• Andrew MacPherson, Director of Customer Service & The Strategic Projects Team (
andrew.macpherson@eoe.nhs.uk)
Please Contact :
Patient.Revolution@eoe.nhs.uk should you wish to receive the Patient Revolution Monthly
Bulletin.
