1. The power of stories: driving healthcare improvement through patient stories Dr Alistair Brandon – Jones Reader in Operations and Supply Management, Manchester Business School Visiting Senior Research Fellow, University of Bath Visiting Lecturer, Warwick Medical School

2. Understanding what leads to patient aggression Over 55,000 physical assaults against NHS staff annually Over 13,000 in acute trusts (inc A&E) where this research tool place £69m cost to NHS of workplace related violence annually

3. Patient stories

4. Ideal patient experiences 1. Information and education (reassurance, achievement, purpose, feedback, questions answered, way-finding) 2. Maintenance and quality (clean, well maintained, considerate, good morale) 3. Comfort and convenience (layout, privacy, atmosphere) 4. Liberty and empowerment (occupation, freedom, transparency) 5. Security and safety (surveillance, separation, prevention, mitigation and responce to incidents

5. Solution objectives

6. The solution

7. Re Reflections Patient stories are sometimes used, but often for major incident enquiries rather than for on-going improvement Patient stories can give a ‘richer’ sense of the patient journey (a process perspective) Patient stories appear hugely valuable in driving operational improvement http://www.designcouncil.org.uk/AEt oolkit/ http://www.designcouncil.org.uk/AEt oolkit/ http://idsa.org/idea-2013-social- impact-design http://idsa.org/idea-2013-social- impact-design Dr Alistair Brandon – Jones Reader in Operations and Supply Management Manchester Business School alistair.brandon-jones@mbs.ac.uk