1. Welcome to the Partners in Care programme Web session four 26 February 2015 The session will start at midday Dr. Lynne Maher Director for Innovation @LynneMaher1

2. Partners in Care programme Web session four Understanding experiences Dr. Lynne Maher Director for Innovation @LynneMaher1

3. Background noise- we can hear you! If you are able to mute your phone please do so until you want to speak to the groupBackground noise- we can hear you! If you are able to mute your phone please do so until you want to speak to the group The ‘chat’ box – you are able to write a note/question in the chat box at any time. Please just use the ‘general’ chat box and not the specific Q&A oneThe ‘chat’ box – you are able to write a note/question in the chat box at any time. Please just use the ‘general’ chat box and not the specific Q&A one

4. Agenda for today’s web session Focus on understanding experience Presentation by Lynne Maher Workbook review update –By 5pm, Thursday 28 May 2015 Time for questions

5. Low cost, timely feedback At London Gatwick airport

6. You need to …… Complete the understand phaseComplete the understand phase Organise opportunities for co-designOrganise opportunities for co-design Start to think about what you will measureStart to think about what you will measure

7. Understanding the patient experience You should all be getting to this stage now……………

8. Patient story and a process map… It took ages to find a car parking space and then I found it was a 15 minute walk to the outpatients clinic. How frustrating! The room was cluttered with out of date magazines and notices on the walls and I was already feeling really nervous I wasn’t sure where to go – the signs were difficult to follow Patient waits to sees consultant Patient goes to different department for investigations (X- Ray/Pathology Patient sees consultant Patient arrives at clinic Patient registers with reception How do I find out where to go...I think I am lost. I am worried that I will be late I seem to be waiting a long time, have I been forgotten or missed my name being called out? Feeling anxious frustrating nervous unsure Consultant was really helpful relieved

9. Patient waits to sees consultant Patient goes to different department for investigations (X- Ray/Pathology Patient sees consultant Patient arrives at car park Patient navigates to clinic Patient arrives at clinic Patient registers with reception Patient navigates to department +ve -ve frustrated relieved anxious informed nervous worried unsure pleased upset It took ages to find a car parking space and then I found it was a 15 minute walk to the outpatients clinic. How frustrating! The room was cluttered with out of date magazines and notices on the walls and I was already feeling really nervous I wasn’t sure where to go – the signs were difficult to follow Emotional mapping

11. Emotion mapping and flow mapping- Christchurch New Zealand

12. Patient experience of using the call bell Waikato Hospital NZ

13. Ward 15 Whangarei Hospital Denise Whatene

14. Questions?

15. Co-design

16. Co-designing future information

17. “I was the only one who was consistently there. I was the only one who knew the whole story.” Ruby 84 years young……

18. If we find, ask and listen to those we brand as ‘hard to reach’ we will find that it is our service that is hard to reach.

19. Questions?

20. Measuring “ what matters more than raw data is our ability to place these facts in context and deliver them with emotional impact.” Daniel Pink – a whole new mind 2008 © NHS Institute for Innovation and Improvement 2008

21. Reduction in time Reduction in duplication Reduction in steps Increase in Safety: reduction in error and cost Improve Patient Experience: Reduction in handoffs Reduction in complaints Increase in Effectiveness Adherence to standards/protocols; reduction in variation Measure the improvement: the quantitative perspective

22. Measure improvement: the qualitative perspective Collect stories and pictures Observe Use mapping techniques Before and after – from and to

23. How patients felt about care: before improvements www.wordle.net

24. How patients felt about care: after improvements www.wordle.net

25. Use quantitative and qualitative reporting together FROMTO Registration: frustrated, nervous Registration: calm, understanding

26. Questions?

27. Work book First stage completion: –Section 1 - Preparation –Section 2 - Capture –Section 6 - Webex session 1 and 2 Second stage completion: –Section 3 - Understand –Section 4 - Improve –Section 5 - Measure –Section 6 - all webex sessions Case Study By 5pm on Thursday 28 May 2015

28. Time check 68 days Before your final work book and case study needs to be submitted Assuming you are working five days a week on your project

29. Via Twitter @blondenurse33Via Twitter @blondenurse33)