1. Facilitating Patient & Public Involvement in the Planning & Delivering of Health & Social Care locally Stella Cunningham Chief Officer Southern Health & Social Services Council

2. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Facilitating Patient & Public Involvement A Northern Ireland Perspective An Historical View of User Involvement SHSSC Research on Principles of User Participation What do we mean by ‘The Patient Experience’? What does good User Involvement look like? A Vision for the Patient Client Council

3. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel An Historical View of User Involvement HSSCs established in 1991 to represent public’s views Proxy Patient Syndrome Changing understanding of the importance of personal and public involvement Developing Models of User Involvement Benchmarking User Involvement

4. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel What do we mean by ‘The Patient Experience’ What’s in a name – community/social care/GPs Individual experience v general engagement Complaint v Participation Holistic Approach to Service Delivery Access and Communication ‘I just want a service …’ Consumerism v Citizenship

5. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel SHSSC Research on Impact of UI Research undertaken March 2006 by SHSSC Assessing the Impact of Service User Participation in the Southern Area Two Stages of User Participation ‘adaptive’ and ‘transformational’ – SCIE research Encompassed views of service user groups, frontline practitioners and managers. What were the findings of the research Taken forward by ‘benchmarking’ principles

6. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Principles of User Participation … A range of models is required Mutual trust to allow constructive and realistic dialogue Evaluate changes that flow from participation Feedback mechanism to service users Organisational commitment to overcome barriers

7. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel …And more Participation of users as partners Support to the user involvement process Management support as well as front line Move towards user groups being heterogeneous User Involvement as part of professional development

8. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel The PCC and User Involvement Patient Client Council – April 2008 Representing the interests of the public Promoting involvement of the public Providing advocacy services Providing advice & information to the public about design, commissioning, delivery Consult with the public Report public views to the DHSSPS

9. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel The duty of engagement Health & social services bodies must co-operate in exercise of PCC functions Must consult with PCC Must furnish the PCC with information Must have regard to advice provided by the PCC Requirement to consult with recipients

10. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel HSSC vision for the PCC Strong voice for patients, clients and public Co-ordinated regionally but credible locally Policy driven and evidence based Heeded to but not interfering Broad public interest representative but capable of focussing on individuals and communities

11. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Facilitating Patient & Public Involvement through the PCC Offer a model of good practice Comment on what is happening within health and social care Assist in benchmarking good practice Act as a resource in the promotion of good practice Office research and other support Keep it high on everyone’s agenda

12. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel What might good personal and public involvement look like? Look at local on-the-ground examples Strategic rather than piecemeal Not one size fits all Personal as well as public The ability to put ourselves in the patients/clients shoes Build into organisational structures eg managed clinical networks

13. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Challenges for the future ‘Taking eye off the ball’ - RPA Getting the structures right Chief Executive’s target Silo approach to personal and public involvement Link to complaints and governance Ensuring PCC has mechanism to raise issues locally and regionally