1. World class healthcare for Wales by 2015
The Power of Stories – Successful Applications
Tim Heywood, 1000 Lives Plus Leadership Programme Manager
Sarah Puntoni, 1000 Lives Plus Patient Stories Lead
Context and Problem
Effects of Changes
“To improve the quality of its services and move forward the NHS needs to give good an reliable information to its users and potential users, to seek their views, learn from their experiences and take action as a result”
Healthcare Quality Improvement Plan, Welsh Assembly Government 2006
Patient stories are used at Board level by all NHS Wales Health Boards
The 1000 Lives Model has increased the collection and use of stories
Increased patient engagement through the collection and development of stories.
Increased coordination of collection and used of stories within NHS Wales
Patient stories complement quantitative data reports to increase focus and engagement with quality and safety issues
The experience that a patient has of healthcare is a fundamental in
identifying areas of improvement
achieving patient centred care
building true engagement into improvement methods
Collection and development of stories is now a multi-professional skill
Patient Stories used as an educational tool to optimise patient’s health literacy levels
Increased access to training on stories for service improvement
Increased cross-sectors coordination
Development of stories collected by students as part of their academic training
Development of web-based sharing facilities of video and digital stories for NHS Wales organisations
Increased connection between stories taken by frontline and Communication Officer ‘s development of media pieces to communicate change and successes to local communities
Assessment of the Problem:
A desire across the NHS to listen to patients but a general lack of skill, awareness and confidence of how to achieve this
A need to ensure that quality improvement focuses on the whole system – which includes the patient experience
Absence of an agreed co-ordinated approach to listening to and learning from these experiences
Board members’ remoteness from the effects of their decisions
Strategy for Change
1000 Lives Plus developed a Patient Stories framework “1 Story – 4 Applications” to support organisations. Training and hands on support is provided to spark enthusiasm and confidence for local level changes and improvements Lives Plus does not focus on using stories in research.
Guidance to support the gathering of patient stories that includes a wealth of practical advice has been developed by the 1000 Lives Plus. This is available at
Lessons Learned
Patient story
Full narrative
LEARNING
EDUCATION
INSPIRE
MEDIA
RESEARCH
Lessons learned:
Getting the right consent is of paramount importance – all parties should have a clear and educated understanding of how the material will be developed and used.
Collection and development of stories require training, time and a team approach. Never set off on this journey without support!
Every story is relevant, this includes those of relatives and staff. Set your aim and consider what type of story you will need to collect.
Stories remain the property of the story teller, we are privileged to listen to them and through the consent process use them to make improvements
Patient stories to inspire
Remind us why we do what we do - power to capture hearts and minds
Win and maintain staff’s engagement and desire for improvement
Patient stories to educate
Shape healthcare of the future
Embrace fundamental principle that patients are equal partners
Equip workforce and patients with appropriate skills
Patient stories to learn and improve
Learn about areas of improvement from the patient experience
Practical application of improvement methodology
Spread successful changes
Patient stories to engage the media
Shift the balance of negative press
Promote and celebrate what is good
Bring the NHS closer to its local communities
“Every story, even the ones that may seem negative, stimulate positive discussions and learning at Board level” Bruce Fergusson, Medical Director of Abertawe Bro Morgannwg University Health Board
Conclusion:
The story is not the outcome it is what you do with it that is of the utmost importance
Patient Stories are a powerful tool for change and effective communication, but to maximise their power you need a coordinated approach and executive support.
If you would like more information, please contact