© NHS Institute for Innovation and Improvement, 2012 Presentation title: 32pt Arial Regular, black Recommended maximum length: 1 line © NHS Institute for Innovation and Improvement, 2012 Welcome to the Partners In Care Webex 8 – 28 th November 2012 Today's focus is on ‘stories and narratives’ We will start at

© NHS Institute for Innovation and Improvement, 2012 Agenda for today’s WebEx Forthcoming Webex Dates –Tuesday 15 th January 2013 –Wednesday 6 th February 2013 –Wednesday 27 th February The Final WebEx Sharing – stories and narratives presentations Workbook reviews- update Your feedback needed- short questionnaire Time for questions

© NHS Institute for Innovation and Improvement, 2012 Rachel Clarke- Avon and Wiltshire Mental Health Partnership NHS Trust Sharing – stories and narratives

Shared Voice Improving Bristol Specialist Drug and Alcohol Services Avon and Wiltshire Mental Health Partnership NHS Trust

CAPTURE: WE LISTENED TO……

22 former and current service users

CAPTURE: WE LISTENED TO…… 22 former and current service users Multidisciplinary staff workshop, 6 interviews

CAPTURE: WE LISTENED TO…… 22 former and current service users Multidisciplinary staff workshop, 6 interviews Stakeholder survey

Understand: Spider Diagrams

Understand: Stories

IMPROVEMENT PRIORITIES 1.Clear Information Leaflets/ DVDs/ Open Days/ Text Service 2.Building hope and confidence Recovery Network/ Peer Mentors 3.Optimising detox and recovery Peer mentor led preparation groups/ Improve signposting after detox

WHAT PEOPLE SAID… “Very useful and thought provoking experience” “Was an eye opener” “Really great day – film clips very informative and honest!” “..an excellent way for Service Users to share their thoughts and ideas” “Very positive experience. Well done BSDAS for being open. Positive intention for change was also very clear” “Great to be heard and listened to”

NEXT STEPS 1.Improve and Measure Co-design and implement 2.Roll out to other services January Training and coaching Capability, Capacity, Confidence

Head of Innovation Avon and Wiltshire Mental Health Partnership NHS Trust THANK YOU

© NHS Institute for Innovation and Improvement, 2012 Ruth Wickens- Capital & Coast District Health Board Sharing – stories and narratives

Ruth Wickens and Nick White: Understanding and improving patients’ experience of the radiotherapy mask

Norman “ There were two things that surprised me: one was the size of it. When you think about a mask you think quite small, just covering your face, whereas the mask that was produced was a big mask that went right down covering the shoulders. The other thing was that I didn’t expect it to be attached to a horizontal position – that was a surprise. Those two things made it hard to cope with initially, from being told I needed a mask to the actual reality of what that meant.”

Judy “ Once again when that silence would kick in I’d be saying to myself, “What’s happening? Someone please talk to me”. It might seem a very short time to someone who’s on the other side of the wall and working on the machine, but that silence can be a very long time when you’re lying there and wondering what on earth’s going on.”

Cheryl & Phil “You’re in, you’re bang, you’re on the table, your mask is put on, I never had the chance to look around the room.... Your head is fighting to say I want to get out of this, I want to get away.” “Your head is fighting to say I want to get out of this, I want to get away, being nauseated, held down, having something in your mouth – it was horrible.”

Achievements  4 in-depth interviews  Patients valued the time and space to talk  Raised awareness of the issue  Spoke at psycho-oncology education session  Practice change – nursing, medical, radiation therapists....

Where to from here?  More interviews?  Revisit the experience questionnaire?  Share what we’ve learnt – an experience event with the staff who are supportive? Change won’t be groundbreaking here.... but every little bit helps.

© NHS Institute for Innovation and Improvement, 2012 Thank you to Rachel and Ruth. Any questions or chat?

© NHS Institute for Innovation and Improvement, 2012 Workbook Reviews- update Most- not all - workbooks have now been reviewed. Most projects are still at the Capture stage All need to be moving onto Understand and even starting on the Improve stage before Christmas In January and early February Improve and Measure I do not need to see huge volumes just that you have worked through, understood and demonstrated that you have used the whole process.

© NHS Institute for Innovation and Improvement, 2012 Workbook Reviews- update Some people have not identified learning within the workbook as they use the process or from the WebEx's. This will need to be completed in the workbook when they come back for the final review. Participation in the WebEx's – please make sure that you put a note in the chat if you are listening with someone else or if you do not see your name on the participants list.

© NHS Institute for Innovation and Improvement, 2012 Workbook- Final Review Completed need to be in my inbox between the 6 th and 8 th February I have allocated Thursday 7 th and Monday 11 th to undertake the reviews. This allows for a little time in case any further clarification is needed within the workbooks. Certificates will be sent through to those who have successfully completed the programme by 28 th February 2013.

© NHS Institute for Innovation and Improvement, 2012 Thank you to those who agreed to be interviewed by Annette.

© NHS Institute for Innovation and Improvement, 2012 Well I need you Undertaking a review How is the programme, what do you think of this way of learning ( at a distance), what works, what does not work? Other comments always welcome Please complete the quick survey that we have sent around

© NHS Institute for Innovation and Improvement, 2012