1. Welcome / Croeso

2. Discovery Interviews Facilitators: Learning from patient and carer experiences Jane Price & Ian Govier

3. OPPORTUNITYNOWHERE

4. What’s in my suitcase? Getting to know each other and what do we want to achieve today?

5. “Asking patients what they think about the care and treatment they have received is an important step towards improving care for patients in hospitals and other health services.” Professor Sir Ian Kennedy, Chair, Healthcare Commission, 2004

6. We have made significant progress in recent years, but we all know that we need to do more. We all need to work better together and improve our services more quickly. This change process will need close engagement with patients, service users, staff and the wider general public to achieve the transformation that is required.

7. The importance of the patient’s voice is recognised as being centrally important in the drive for service improvement. Listening to Patients A common criticism of the NHS is that it sometimes fails to reflect or respond to the views and experience of patients and public when planning and delivering NHS services.

8. Cardiff and Vale NHS Trust Ymddiriedolaeth GIG Caerdydd a’r Fro Discovery Interview Partners

9. Ian’s Story Listen to Jane asking Ian about his experiences as a patient.Listen to Jane asking Ian about his experiences as a patient. After you hear it go for coffee & check your group allocation for the next session.After you hear it go for coffee & check your group allocation for the next session.

10. Coffee Time

11. (Gray et al, 2005)

12. Small Group Work Small Group Work Raffle (if your name comes out you are it! – scribe or feedback person)Raffle (if your name comes out you are it! – scribe or feedback person) Discuss : What did you notice about the story?What did you notice about the story? What did you notice about the interview?What did you notice about the interview?

13. Discovery Interviews Setting up the Discovery Interview process

14. Before you can begin Trust commitment Trust commitment Ethical approval Ethical approval Identifying participants Identifying participants Making contact Making contact

15. Method – Step One Lead Clinician & Principle Investigator identify potential participantsLead Clinician & Principle Investigator identify potential participants Potential patients/carers invited to participatePotential patients/carers invited to participate Principle Investigator links patient & Discovery InterviewerPrinciple Investigator links patient & Discovery Interviewer Interview recordedInterview recorded Interview transcribed & anonymisedInterview transcribed & anonymised

16. The next stage … Uncovering the treasure Uncovering the treasure Making Plans Making Plans Making a difference Making a difference

17. What are the benefits of undertaking Discovery Interviews?

18. Setting up the process Connecting with Trust prioritiesConnecting with Trust priorities Local management arrangementsLocal management arrangements Gaining commitmentGaining commitment Involving patients and carersInvolving patients and carers Choosing a patient groupChoosing a patient group Choosing and training interviewersChoosing and training interviewers Planning timescalesPlanning timescales Gaining ethical approvalGaining ethical approval

19. Method – Step Two Report collatedReport collated Steering Group calledSteering Group called Report reviewed/areas for action identifiedReport reviewed/areas for action identified

20. Method – Step Three Identified leads disseminate for discussionIdentified leads disseminate for discussion RecommendationsRecommendations Action PlanAction Plan Evaluation & outcomeEvaluation & outcome Report back to Discovery Interview FacilitatorReport back to Discovery Interview Facilitator

21. Lunch Time

22. Discovery Interviews Learning from patient and carer experiences Welcome back!

23. Post Lunch Energiser!

24. None of us is as smart as all of us!

25. Discovery Interview Quiz You decide – pairs or singletonsYou decide – pairs or singletons Attempt every questionAttempt every question Don’t worry!Don’t worry!

26. “To identify realistic and manageable ways for clinical teams to learn directly from their patients and carers about their needs so that they can be met better.” Aim of the Discovery Interview

27. The Discovery Interview process is used by teams to improve the way that they meet the needs of their patients and carers......through listening to their stories about the impact of their illness or condition on their everyday lives, and linking what they learn with their own professional knowledge and experience. The Essence of the Discovery Process

28. Listening to a patient

29. Small Group Work New Scribe & Feedback person!New Scribe & Feedback person! Identify strands/themesIdentify strands/themes Identify what can/needs changeIdentify what can/needs change Who is responsible for making change happen ?Who is responsible for making change happen ? How can you influence change ?How can you influence change ?

30. A Real Story Please listen carefullyPlease listen carefully No distractionsNo distractions

31. Coffee Time

32. Listening to each other

33. When people who are not used to speaking are heard by people who are not used to listening, then real change occurs.

34. Stuff Happens… Group discussionGroup discussion Questions, fears & concernsQuestions, fears & concerns

35. Final Thoughts Final Thoughts

37. The ‘Trim Tab’ effect

38. ‘Trim Tab’ HMS NHS Wales

39. Be a TRIM TABBER!

40. The world is moved along, not only by the mighty shoves of its heroes, but also by the aggregate of tiny pushes of each honest worker. Helen Keller

41. Thank You Diolch Discovery Interviews Facilitators: Learning from patient and carer experiences Jane Price & Ian Govier