“Harnessing the collective power of our staff to radically transform patient care” HEALTHCARE ADVISORY ADVISORY Whole Hospital Change Programme Emergency Department: “Change For You”

Introduction to the Emergency Department Change Programme The Whole Hospital Change programme Creating a vision for the future Links to our “Values and Behaviours” What you can expect from the programme What we need from you Overview of the project Why we need to change

Mission: Deliver caring, safe and thoughtful healthcare Vision: Best acute teaching Trust by 2016 Nationally and internationally respected for excellent patient care Zero tolerance for patient harm Motivated and passionate staff We will provide best value for money Together we will make our community a healthier place

Resource and implement a far reaching, bold, ambitious Trust wide change programme to help fulfil NUH’s potential for patients, their carers and staff Whole hospital change programme will help us be the best acute teaching Trust by 2016…

Preparing for our future … International evidence shows that delivering best possible care through the most efficient (lean) processes, delivers excellent patient and staff outcomes, alongside financial efficiency We will be prepared for stormy waters ahead in a challenging economic climate It is possible to work in different ways which will improve patient care, clinical outcomes staff satisfaction and deliver value for money We can build on good progress over the last few years to the benefit of our patients and staff Results for patients and staff can be consistently excellent Patient Experience Excellent Clinical Care & outcomes Value for Money Staff Satisfaction

The future For patients – to experience a safe, thoughtful, caring service, which delivers consistently excellent care For staff – fulfilment, joy and pride in work, job satisfaction, opportunities to develop and thrive Processes - effective and efficient, to support staff in providing excellent patient care. ED Change project - This is for us all to deliver Andrew – needs to be drawn with more ‘movement’ – between the current and the future, with staff eng and pt involvement as a key part of the ‘journey’. Staff Engagement & Involvement Patient Involvement Now Staff frustrated reactive/fire fighting feel disempowered Patients experience delays multiple handoffs complaints about service Performance Results have been achieved by the hard work, commitment and dedication of staff - in spite of current processes – and is still variable

Supports the delivery of our shared values… Values: thoughtful patient care Caring and helpful Polite, respect individuals, thoughtful, welcoming Helpful, kind, supportive, don’t wait to be asked Listening, informing, communicating Safe and vigilant Clean hands and hospital so patients are safe Professional, ensure patients feel safe Honest, will speak up if needed, to stay safe Clinically excellent Best outcomes through evidence-led clinical care Compassionate, gentle, see whole person Value patients’ time to minimise waiting Values: continuous improvement Accountable and reliable Reliable and happy to be measured Appreciative of the contributions of others Effective and supportive team-working Best use of time & resources Simplify processes, to find more time to care Eliminating waste, investing for patients Making best use of every pound we spend Innovation for patients Empowered to act on patient feedback Research and evidence-led improvement Teaching the next generation

Patients at the Heart “Here for you” Programme Management You will know what you have to do and by when Education You will be trained in the skills you need You will see the proven continual improvements Staff Engagement You will be fully involved Opportunities to Lead Project Group and work streams Development of new ways of working Transfer of knowledge and skills Have your say in creating a new vision To be informed, engaged, involved Supported by KM&T First project of the WHCP Project Lead from ED Improvement of systems and processes Regular staff-led reviews Informal learning opportunities Formal training What will the programme look and feel like?

What do we need from you? We need to harness the creativity and vitality of the whole department Your energy, talents and flair! To take advantage of opportunities to gain new knowledge and skills To get engaged, involved, immersed in the project at a level which suits you

Create a culture of continuous improvement Phase 3: Rollout Longer term improvements across the whole department Measure success against new indicators aligned to clinical outcomes, value for money, patient safety and experiences ED Change Programme will be delivered in phases Phase 2: Trial Trial and review of new ideas, systems and processes Discovery Phase (8 weeks) Staff engagement Generate new ideas for change Create a new and exciting vision for the future Identify opportunities for improvement Training in change, lean & improvement techniques Nine month partnership with KM&T

This is all built around 6 key performance indicators Success will be measured through effective performance management Clinical outcomes Patient experience Research Value for money Staff Satisfaction Teaching & education Measuring Success… The key measures for success will be decided by staff, with input from patients

Who’s Who (so far…) Amber Bristow – appointed as project lead for the department Demas and Trevor – will provide clinical leadership for the project Kate Pound and Pete Allsopp will continue their input as service improvement facilitators Liz Williamson – Associate Director of the Whole Hospital Change Programme will act as project director Simon Bricknell – from KM&T will provide project management and improvement skills training

Our patients and staff deserve nothing less than the best We can all add significant value to the “front door” experiences of our patients and staff Reinforcing through actions, rather than words, that “we are here for you” Caring, safe and thoughtful services for all of our patients, all of the time Why we need to make this happen: