1. 16/05/2015 Page 1 16/05/2015 Page 1 Reducing Violence & Aggression in A&E Becky Rowe Managing Director - ESRO

2. 16/05/2015 Page 2 16/05/2015 Page 2 About us Multi-award winning research agency Founded by anthropologists in 2004 Specialists in behavioural and cultural insight Work internationally; across private, public and third sector

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4. 16/05/2015 Page 4 © Design Council / ESRO

5. 16/05/2015 Page 5 Challenge 1: Getting beyond ‘stated testimony’

6. 16/05/2015 Page 6 Challenge 2: Putting the hours in.

7. 16/05/2015 Page 7 Challenge 3: Analysing the data.

8. 16/05/2015 Page 8 16/05/2015 Page 8 © Design Council / ESRO Challenge 4: Getting stakeholder buy in

9. 16/05/2015 Page 9 16/05/2015 Page 9 Here is a big old footer Improving patient experience by addressing the triggers of frustration

10. 16/05/2015 Page 10 16/05/2015 Page 10 © Design Council / ESRO http://www.designcouncil.org.uk/our-work/challenges/health/ae/

11. 16/05/2015 Page 11 16/05/2015 Page 11 Here is a big old footer Recap  What people say (but when and how they say it, contradictions, context, what they don’t say…)  Recognition that no one data source can tell you the whole story  Research with an investigative mindset – and a willingness to step outside of the commissioned boundaries of the research  Put in the hours (learn to deal with boredom)  Strong analysis processes and frameworks  Deliverables that communicate key messages simply and powerfully.

12. 16/05/2015 Page 12 16/05/2015 Page 12 What kinds of problems is this approach suited to:  When a step-change is needed.  When there are a lot of variables.  When it’s behaviour you need to change.  When there is a need for subtle and nuanced solutions (e.g. comms or design)  When radical innovation needs to be practical.

13. 16/05/2015 Page 13 16/05/2015 Page 13 Thank you Virginia Valentine Award for Cultural Insight 2013: Finalist (tba) 2012: Winner 2011: Winner Virginia Valentine Award for Cultural Insight 2013: Finalist (tba) 2012: Winner 2011: Winner becky.rowe@esro.co.uk www.esro.co.uk becky.rowe@esro.co.uk www.esro.co.uk @esroresearch MRS Public Policy/ Social Research Award 2013: Finalist (tba) 2012: Finalist 2011: Winner 2010: Winner MRS Public Policy/ Social Research Award 2013: Finalist (tba) 2012: Finalist 2011: Winner 2010: Winner MRS International Research Award 2013: Finalist (tba) MRS International Research Award 2013: Finalist (tba) MRS Healthcare Research Award 2012: Winner MRS Healthcare Research Award 2012: Winner AQR Prosper Riley Smith Award 2012: Winner 2011: Special Commendation AQR Prosper Riley Smith Award 2012: Winner 2011: Special Commendation MRS Conference – Best Presenter 2013: Winner MRS Conference – Best Presenter 2013: Winner Local Government Research Awards 2013: Researcher of the Year 2013: Best Community Engagement Study Local Government Research Awards 2013: Researcher of the Year 2013: Best Community Engagement Study