1. Promoting Patient Centred Approaches
We need a patient centred culture, no tolerance of non compliance with fundamental standards, openness and transparency, candour to patients, strong cultural leadership and caring, compassionate nursing, and useful and accurate information about services.
Robert Francis QC – Press Release Feb 2013

2. The patients perspective Jono Broad
A Relative
Clinical Commissioning Group Clinical Policy Committee
Or just Jono
I may have been the 20th person you have seen today day, but I want to feel like I am the first.

4. If you aim at nothing you will hit it every time

5. Patients are people first and patients second.
Relationship – more than just a number
more than just a name Responsibilities – more than just a disease
Patients
Physical – more than just a body Psychological – more than just a mind

6. What type of patient are you!
Positive “I live my life to the full but I have an illness”
Negative “I have a disease and my life is controlled by it”
Yo-Yo
“today I am ok tomorrow is another thing”

7. Laughter is good medicine

8. The wheel of fortune

9. The hierarchy
Doctors are gods Nurses are angels Managers are demons Patients are human

11. Multi Disciplinary Teams
Everybody, Somebody, Anybody and Nobody.
There was an important job to be done and Everybody was asked to do it. Everybody was sure Somebody would do it. Anybody cold have done it, but Nobody did it. Somebody got angry about that, because it was Everybody's job. Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
Single point of contact and good communication with each other and the patient

12. Laughter is good medicine

13. Trust that patients can make the right choice
Patients want to be involved in their care
Clear facts (lead to)
Clear decisions (lead to)
Clear Pathways (lead to)
True patient involvement

14. Laughter is good medicine
From Patient notes
Discharge status: Alive but without permission.
The patient has no past history of suicides.
The patient expired on the floor uneventfully.
Between you and me, we ought to be able to get this lady pregnant.
Occasional, constant, infrequent headaches.
Patient was alert and unresponsive.
Personal notes
The patient feels Anorexic (should of said lethargic)
Patient discharged with Hemlock (should of said Heplock or Hepsal)

15. Recommendations
Get to know the person behind the patient (holistic approach)
Get to know the history (not just the medical one)
Communicate care don’t just give it! (talk through what you are doing as you are doing it)
Identify the best way to improve the individual patient pathway.
One size does not fit all - (just try on a hospital gown to prove it!!!)

16. Next of Kin - It’s all Relative
Know the NOK but if the patient is competent and aware they are in charge.
Not all families situations are normal. Don’t allow family members to get you to breach a patients confidential information or clinical information.
Don’t sugar-coat things and use plain English or language line!
Kiss theory works well in all situations. Keep It Short and Simple

17. Final Thoughts
Whilst all government claim to improved the NHS the truth is that the only way the NHS gets better is because the people in it continue to learn and grow in their professional knowledge and implement that learning.
A patient is only a patient when they are being cared for at all other times they are people.
You are in the NHS and I thank you but I also challenge you to make it better for your patients and one day possibly for yourself.

18. Questions?
Over to you and I leave you with these alternative definitions whilst you think about it!
Artery - The Study of paintings
Barium - What you do when CPR fails
Benign - What you be after you be eight
Cauterize - Made eye contact with the nurse
Impotent - Distinguished, well known
Nitrate - Cheaper than the day rate
Rectum - Darn near killed him