1. Northeast Cancer Centre Patient and Family Advisors Welcome and Orientation Cancer care that exceeds patient expectations

2. Our Agenda Introductions Cancer Care in Northeast Ontario CCO Ontario Cancer Plan III and NECC Regional Cancer Plan 2011/15 Sharing Experience Defining Patient Experience Patient and Family Advisors - Roles, Expectations Hospital Safety Issues Next Steps Cancer care that exceeds patient expectations

3. Introductions The Human Web: Exploring how we inter-relate with each other. http://solutionfocusedchange.blogspot.ca/2011/10/unidirectional-macro-trends-overarching.html

4. Storytelling Use open questions – allow storyteller to lead the subject – Silence is okay – it is thinking time – Suspend judgement /don’t make assumptions – Practice active listening – Allow the storyteller to express emotions without trying to solve problems – Remember that telling the story is a powerful experience Cancer care that exceeds patient expectations

5. Storytelling Make eye contact when appropriate Be mindful of body language Use appropriate volume Speak clearly and don’t rush Use an even tone of voice Listen actively Cancer care that exceeds patient expectations

6. Active Listening… In pairs Storyteller - tell a story of any part of your experience with cancer (3 - 4 minutes) Listener - listen to storyteller and prompt for further information so that you understand what happened Reverse roles Cancer care that exceeds patient expectations

7. Active Listening Feedback How did it feel to be listened to? How did it feel to not direct the interview? Were there common elements to your stories? Cancer care that exceeds patient expectations

9. “Capturing stories and observations allows us to obtain a deeper understanding of people’s experiences…” Cancer care that exceeds patient expectations

10. Observation is about… Taking a step back and putting yourself in the participant's shoes Seeing something for the first time Understanding what really happens Inspiration – new ideas Challenging perceptions Cancer care that exceeds patient expectations

11. 3 Ways to do Service Improvement 1. We don’t listen very much to our users and we do the designing 2. We listen to our users then go off and do the designing 3. We listen to our users and then go off with them to do the designing (Professor Paul Bate 2007) 4.We do the designing and then ask users what they think of it Cancer care that exceeds patient expectations

13. What is Experience-Based Design? EBD brings patient and caregiver experience into the planning and improvement of cancer services Cancer patients and caregivers share the story of their experience of care EBD is used in the design of new services or processes and for redesign and improvement of current services Cancer care that exceeds patient expectations

14. Experience based design is about… Using experience to gain insights from which you can identify opportunities for improvement Experiences, not attitudes or opinions Cancer care that exceeds patient expectations

15. Capture experiences by… Collecting stories and reflections from staff and patients using: – Interviews – Story boards – Still photography and film – Diaries, note books Observing staff delivering and patients receiving the service Cancer care that exceeds patient expectations

16. Some examples of Experience Based Design Projects A major review of appointment planning and staff working practices resulted in a radical reduction in waiting times in a cancer clinic A new patient information leaflet was first designed and written by cancer patients; professionals added their ‘bits’ later An existing cancer diagnostic assessment program was being expanded and reorganized Cancer care that exceeds patient expectations