The power of stories: driving healthcare improvement through patient stories Dr Alistair Brandon – Jones •Reader in Operations and Supply Management, Manchester Business School •Visiting Senior Research Fellow, University of Bath •Visiting Lecturer, Warwick Medical School
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The power of stories: driving healthcare improvement through patient stories Dr Alistair Brandon – Jones Reader in Operations and Supply Management, Manchester.
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The power of stories: driving healthcare improvement through patient stories
Dr Alistair Brandon – Jones
•Reader in Operations and Supply Management, Manchester Business School •Visiting Senior Research Fellow, University of Bath•Visiting Lecturer, Warwick Medical School
Understanding what leads to patient
aggression
• Over 55,000 physical assaults against NHS staff annually Over 13,000 in acute trusts (inc A&E) where this research tool place
• £69m cost to NHS of workplace related violence annually
Patient stories
Ideal patient experiences
1. Information and education (reassurance, achievement, purpose, feedback, questions answered, way-finding)
2. Maintenance and quality (clean, well maintained, considerate, good morale)
3. Comfort and convenience (layout, privacy, atmosphere)
4. Liberty and empowerment (occupation, freedom, transparency)
5. Security and safety (surveillance, separation, prevention, mitigation and responce to incidents
Solution objectives
The solution
Reflections
• Patient stories are sometimes used, but often for major incident enquiries rather than for on-going improvement
• Patient stories can give a ‘richer’ sense of the patient journey (a process perspective)
• Patient stories appear hugely valuable in driving operational improvement
• http://www.designcouncil.org.uk/AEtoolkit/
• http://idsa.org/idea-2013-social-impact-design
Dr Alistair Brandon – JonesReader in Operations and Supply