Www.england.nhs.uk Patient Voice and Experience Network Briefing Pack October 2014.

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Patient Voice and Experience Network

Briefing PackOctober 2014

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Best Practice Network – Future DatesTaunton

Meeting Room 1, South West House, Blackbrook Park Avenue, Taunton, Somerset, TA1 2PX

• Monday 12th January 2015 10.00am – 2.30pm

• Friday 20th March 2015 10.00am – 2.30pm

Reading

Rooms 108 & 109, 1st Floor, Premier House, 60 Caversham Road, Reading, Berkshire, RG1 7EB

• Wednesday 14th January 2015 10.00am – 2.30pm• Tuesday 3rd March 2015 10.00am – 2.30pm

Horley

Board Room, York House, 18-20 Massetts Road, Horley, Surrey, RH6 7DE

• Wednesday 21st January 2015 10.00am – 2.30pm • Friday 6th March 2015 10.00am – 2.30pm

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Patient Voice South WebsitePresentations, notes and any actions captured from the Patient Voice & Experience Network events are published on the Patient Voice South website.

To view content, you will need to register/sign up to the Patient Voice South website. Click here to register at their website. Patient Voice South brings together the expertise and knowledge of NHS, social care, patients, public and voluntary organisationsacross the South of England.

Patient Voice South has created this site to provide a channel that pioneers innovation, shares best practice, learning and approaches, and promotes connections within a community that ispassionate about patient and public participation and putting patients in control.

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The theme for this series of network meetings was “Partnership”.

This theme was explored in greater detail during the discussion groups and was considered at a number of levels:

• Partnerships with individuals• Partnerships with communities and the voluntary sector• Partnerships between statutory bodies

A bibliography of useful reports and research about partnership at these different levels is available here

Edgar Cahn in his book “No More Throw-Away People” relates the parable of the Blobs and Squares to explain the co-production imperative. In a short animated film (co-produced by Time Banking UK) an illustration is given of what partnership working with patients and communities can mean.

Click here to view the video.

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Partnership

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• NHS Citizen

If you are not aware of the NHS Citizen initiative, please take a look at their website; www.nhscitizen.org.uk

This initiative is not about creating new groups / structures or processes, but is exploring how to achieve a culture where people are active participants in healthcare and healthcare planning. This needs to reflect all the activity that is happening every day in local areas.

NHS Citizen is being co-designed and is still in a fairly early stage so get involved and help to shape it.

• Patients in Control Funding Round

Nine new projects have been funded through the second round of PiC. The panel received forty applications so selecting the successful bids was a difficult process. The funded projects are varied and based across the South region. A breakdown of funded projects is available here

• Friends and Family Test

A range of materials has been produced to support the introduction of the Friends and Family Test (FFT) in a number of new healthcare settings. These are intended to help healthcare providers to raise public awareness about the availability of the FFT at their location. This also includes an animated video. Click here to view the video.

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National Updates

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Watch This Space• Changes at NHS EnglandProposals for a revised structure for NHS England is out to consultation ending on 17 November 2014. The proposals impact on capacity for patient voice and experience in the area teams and at a regional level and may affect future Patient Voice and Experience network events.

• Accessible Information StandardNHS England, together with a range of voluntary sector organisations, has developed an Accessible Information Standard consultation. The standard has been subject to public consultation ending on 9 November 2014. Click here for more details

• Insight strategy – making the most of patient experienceBuilding on the Transforming Participation in Healthcare guidance (here) an insight strategy is being developed to give some additional detailed guidance about how to make feedback about services and experiences make a difference.

• Actions from the Summer Series of the Patient Voice & Experience NetworkActions generated from the summer series and updates thereafter can be reviewed here

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The Insight team are looking for examples of how the results of the national GP patient survey have been used to improve service. At each of the network meetings we asked participants the question: “Does the national GP survey lead to service improvement”

Key messages from the discussion were:• There was not universal awareness of the survey among the participants• There was confusion between this survey (postal survey conducted by Ipsos Mori) and

others conducted, for example, by GP practice patient Participation Groups• It is not clear how this fits with the roll-out of FFT to GP practice.• CCG colleagues were not aware of who within their organisation received the results.• For survey recipients - The survey is very extensive, multiple reminders are sent even when

the survey has been completed and returned (individual experience) and people completing the survey do not receive the results or feedback about what has happened as a result of the survey.

• The data is helpful if presented as a comparison across and organisational area (e.g. CCG or Area Team) less so at an individual practice level.

• The data can provide a useful starting point for dialogue between PPGs and the GP practice

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Annual GP Survey

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Patient Online

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GP’s are required to facilitate and to promote

the Patient Online initiative.

If GP’s do not have this facility, they

are required to provide a plan for how this will

be enabled in the future (by 31 March 2015).

Patient Online does not replace traditional

methods of contacting your practice or

Booking appointments, but is an

additional service

Promotion materials and a toolkit are being developed for GP practices

We asked network attendees;

“Has your GP practice contacted you to inform you that you can register to book appointments, order repeat prescriptions and view summary care records online?”

Please see the next page for the discussion summary…

What is Patient Online?

GP appointments

online

View your GP records

Repeat prescriptions

online

Electronic communication

with your general practice

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Patient Online Cont…

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Summary of discussion:

• Branding of “Patient Online” was not recognised but once explained about one half of attendees were aware of the initiative although levels of awareness varied across the region.

• Few people had received any direct communication about the programme from their GP practice but there was information available at the surgery for those attending the practice and on practice websites.

• For several people online booking and prescriptions was well established at their practice, however few people were aware that they would be able to view their medical records.

• There was recognition of the benefits this initiative could bring particularly in extending patient voice and engagement if email addresses were being collected and people were using more online communication with their practice.

• There were concerns raised about access for speakers of other languages and those not online

• There were questions about how practices would manage available appointments and how this would work in practices operating a “Dr First” system where patients spoke to a doctor y telephone prior to being given an appointment.

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The latest update regarding the Learning Programme offered by the Patient Voice South – Field Force can be found here :

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Learning Update

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Group Discussions;

Six Thinking Hats

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• During the group discussions, the 'Six Thinking Hats' technique was used. This is a process that leads a discussion to consider a problem, from a range of different perspectives.

• It’s aim is to point to decisions and plans that mix; ambition, skill in execution, sensitivity to others, with an interest in the decision, creativity and good contingency planning.

• More detailed explanations of the ‘six hat’ methodology, recording templates and facilitator guides are available. Simply click on the relevant link.

Six Thinking Hats

Action Planning

Data and information

Emotional responses

Risks and barriers

Value and Benefits

Visioning and free thinking,

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Each group agreed on a question to explore for their six thinking hat exercise.

Outcomes from each can be reviewed using the appropriate link by each:

1. How can we link patient networks and information across the area (Kent Surrey Sussex)

and work seamlessly and sensibly together? Outcomes

2. How can we join up and build a relationship with existing groups and organisations to

create a local two way dialogue with the whole population on a common theme? Outcomes

3. How will the statutory sector effectively manage\use the skills and knowledge of the

voluntary and community sector and be mutually beneficial? Outcomes

4. How can we use Patient Leaders as part of a solution as a culture shift to develop a

“listening” organisation? Outcomes

Questions Considered

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Each group agreed on a question to explore for their six thinking hat exercise:

Outcomes from each can be reviewed using the appropriate link by each:

5. How can we best develop relationships between Health Watch and community

organisations locally and regionally? Outcomes

6. How do we (statutory and voluntary sectors) work together to develop services with equal

respect and differing resources? Outcomes

7. How do we (CCG) work productively with the wide range of voluntary \ community sector

organisations? Outcomes

8. What are the characteristics of the relationship where patient and public are equal

partners in their in their care? Outcomes

Questions Considered Cont…

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As we tried something new in this series of meetings, we asked participants to complete an evaluation form in which 6 questions were asked.

The overall feedback given to the questions across the series was as follows:

Evaluation Of Network Meetings

17%

47%

36%

Q1. The information received about national and regional initiatives

Poor

Below Average

Average

Above Average

Excellent

6%

33%

61%

Q2. The ability to input and contribute to dis-cussions

Poor

Below Average

Average

Above Average

Excellent

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The overall feedback given to the questions across the series was as follows:

Evaluation Cont…

3%8%

56%

33%

Q3. The environment - venue, lunch etc

Poor

Below Average

Average

Above Average

Excellent

3%8%

44%

44%

Q4. The value of attending the event

Poor

Below Average

Average

Above Average

Excellent

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The overall feedback given to the questions across the series was as follows:

Evaluation Cont…

33%

56%

11%

Q5. The success of progressing an issue or challenge

Poor

Below Average

Average

Above Average

Excellent

3% 6%

44%

47%

Q6. The approach taken to discussion groups

Poor

Below Average

Average

Above Average

Excellent

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Looking forward to seeing you

again in 2015