1. Patient & Client Experience David Sissling Chief Executive Designate HSSA

2. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Where are we now? Is there a case for change and improvement? How ambitious should we be? How do we make progress?

3. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Some Characteristics of Best Practice Engagement and Involvement Empowerment Accessible and Responsive Services Good Outcomes Attention to individual personal needs How well are we doing?

4. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Case for Change Value Driven Socio-Cultural Economic Self Interest

5. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience A Vision for the Future A new relationship between the HPSS and users A new relationship between professionals and users A new culture Patient, clients and users experience as the defining measure in our future assessment of success A Question of Ambition? – “Don’t be afraid to take a big step when one is required. You can’t cross a chasm in two small steps” David Lloyd George

6. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Some Specific Ingredients for Change Engagement –Devolved commissioning –Focus on communities –Service frameworks –Priorities for Action –Strategic framework –Individual care planning

7. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Some Specific Ingredients for Change contd... Empowerment –Choice – where, when, what –Direct Payments –Organisational Governance –Self Care –Technology –Information

8. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Some Specific Ingredients for Change contd... Accessible and Responsive Services –Waiting Times –Flexible Appointments –Mobile Services –Local Provision –Communication & Information

9. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Good Outcomes -Service Frameworks -Quality Indicators -Satisfaction -Audit & Evaluation -Best Practice Attention to Individual Personal Needs –Diversity & Equality –Individual Interaction –Awareness –Responsiveness &Personalisation

10. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Enabling Change Information and indicators Strong Planning & Implementation Systems New Service Models Education and learning – Pre & Post Registration Co-learning with patients, users and clients Organisational Development Inter-Professional Team Work Promoting and Celebrating Good Practice Incentivizing Improvements Letting Go Leadership

11. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience Our Reform Programme Enabling ElementsNew SystemsOutcomes Effective Strategic Planning Processes - - - - - -Commissioning - - - - - - - Performance Improvement – - - - - - - - - Financial - - - - - - - - - - - - - Public & Social Health - - - - - - - - - - - Development - - - - - - - - - - - - Workforce & Staff - - - - - -- - - - - - -Development- - - - - - - Enhanced User Experience Service FrameworksImproved Performance and Quality Levels Strong Information SystemsValue for Money Enhanced Public User and Staff Engagement Improved Health and Wellbeing Effective Professional Leadership New Integrated Models of Care New Organisational Arrangements Motivated, Dynamic Workforce

12. Improving Patient Experience and Care through Practice and Quality Improvement NIPEC Conference, 27 th March 2007 Hilton Templepatrick Hotel Patient and Client Experience The Contribution of the Health & Social Care Authority –Setting Direction –Commissioning –Performance Improvement –Workforce and Organisational Development –Director of Nursing & Patient Experience –Leadership, coherence and delivery