The Patient Experience Network

Note from Ruth Evans

Welcome to our second newsletter packed with news and events.
 
We start with an article about his years overall PENNA 2012 winner who have kindly agreed to host an event for us on September 12th 2013.    We will be sending invitations by separate email, but if you do wish to attend you can contact us to reserve your place.

Ruth Evans, Director of PEN (The Patient Experience Network).

Giving Support to Patients, Caregivers, Staff and Family

Alder Hey – Disability Workshops and Soccer Spa

At last years' PEN National Awards the overall winner was Alder Hey Children's NHS Foundation Trust with a fascinating entry which showed just how the NHS can work effectively with other organisations to deliver something extra special for both staff and the family/caregivers in the difficult field of children's medicine.

Children and young people with disabilities can often feel marginalised and excluded from public health messages. Their parents can feel very protective and this can lead to further exclusions. The programme that Alder Hey, Everton in the Community and Woodlands Beauty Spa have developed is aimed at being fully inclusive. It enables those with a range of disabilities to be active, receive information on healthy lifestyles, see positive role models in action and help parents understand that their children are able to exercise and take part in main stream activities without any harm. It also improves the patient experience and provides parents and families an opportunity to look after themselves by receiving a holistic therapy on site, to aid relaxation and reduce stress during an extremely difficult time in their life. Through feedback from female patients Alder Hey developed their Soccer Spa workshops in partnership with Everton in the Community and Woodlands Beauty Spa. The Soccer Spa seeks to bring spa therapies alongside football workshops to children and young people as well as to their families and carers once a month. There are a range of therapies available to choose from, gentle massage for mum or dad, a hand massage for dad or grandma, face painting or nail varnish for the patients. In developing this programme, Alder Hey has recognised its responsibility of not just treating patients but treating their families to help them to relax and take care of their health and wellbeing. Soccer Spa enables the Woodlands Beauty Spa staff to use their wonderful gifts as holistic therapists to make a difference to the lives of the children and their parents/carers who are suffering illness or stress.

Soccer Spa activities are specifically designed to allow all children to take part, regardless of age, ability or physical circumstance. The workshops ease the children's obvious anxieties about their treatment, and for parents the workshops aid to break up the tedium of long-term hospital care. The Football Sessions were initially delivered once every alternative week for 2 hours, but due to the positive feedback from parents and families this has been increased to up to five sessions per week. The impact of the football workshop programme has been huge with over 1500 patients every year taking part. During the sessions children, along with their families and carers, are given the opportunity to openly discuss their thoughts and ideas around health and wellbeing. More significantly the workshops provide a platform for social interaction and laughter, easing the children's obvious anxieties about hospital, whilst breaking up the tedium of long-term hospital care. In addition, the positive brand of Everton Football Club inspires many of the children to engage with the Everton in the Community staff in a way that other health practitioners find difficult.

"The therapies help to lift the mood and enable parents to deal with the day to day stresses of being in hospital". Manager

One of the patients who took part in the workshops said "The programme encourages me to take part in physical activity; it gives me the chance to get certificates which makes me work harder as I get a sense of achievement. The workshop gives me variety in my day and a chance to see and talk to new people, which I really love. It is exciting and because of this, It gives me something to look forward to. But most of all it makes me feel valued by people outside my family and carers and it is FUN!" Jessica

"To work alongside Alder Hey enables us to complement the way they care for the children by offering some pamper time, to see the smiles on the patient's faces with a little sparkle on their nails of face painted is a sight to be cherished". Woodlands Beauty Spa Staff

The sessions are promoted well within the organisation, and are delivered using a rota system to ensure that all areas, departments and clinics have engagement with this activity at some time. Alder Hey also hold the Soccer Spa's in the parent's accommodation enabling siblings, parents and other carers, especially those who are longer term patients, to enjoy the benefits. Alder Hey have been delighted to have such a positive and pro-active partnership with Everton Football Club and Woodlands Beauty Spa, and feel confident that this programme can be replicated throughout the country by other football teams. The support they have received in challenging health inequalities in line with Public Health Strategy has been enormous and it is clear that other Hospitals can learn from this to develop similar programmes. As the Football workshops and Soccer Spa are funded through Everton in the Community and Woodlands Beauty Spa there have been no cost implications to the trust. The Woodlands Beauty Spa beauticians kindly volunteer an afternoon of their time a month. Through their partnership with Everton in the Community patients have also experienced days out from the hospital to Everton FC football games. Everton football players have also attended some of the sessions to participate in the workshops with the children.

Key Points

• Children and young people with disabilities can feel marginalised and excluded from public health messages.
• The programme allows all children to take part regardless of age, ability or physical condition.
• The programme helps to relieve the children's obvious anxieties about their treatment and for parents the workshops help to break up the tedium of long term hospital care.
• Therapies on offer include massage, face painting and nail art. Activities cover a range of football related tasks
• Alder Hey has recognised its responsibility of not just treating patients but treating their families in order to promote their health and wellbeing.
• Don't be afraid of approaching outside organisations – you may be surprised at what can be achieved

New programme to improve patient safety offers funding

The Health Foundation has launched a new £4 million funding programme to improve patient safety.
Closing the Gap in Patient Safety aims to make improvements in safety by tackling known gaps between best practice and current delivery of care.
Applications are invited from project teams to implement and evaluate tested, evidence-based patient safety interventions at scale. Up to £450,000 per project team is on offer.

Types of project could include (but are not limited to):

• approaches to build skills in improving patient safety
• interventions to improve reliability of clinical care
• creating the conditions for the delivery of safer care.

Applications close at 12 noon on 23 September 2013. For more details about the programme and how to apply please visit: www.health.org.uk/ctgptsafety.

STOP PRESS!! STOP PRESS!!

Put a hold in your diary for September 12th 2013. This is the date for the first in our exciting Best Practice Showcase Events. It is being kindly hosted by Alder Hey. We will be sending more information out next week – but let us know now if you would like to reserve a place…..

Latest news about Patient Experience

Some work shared by PENNA 2012 Awards winners North West Ambulance Service:
NWAS Patient Experience Toolkit!

Supporting patient experience surveys with ethnography through mystery shopping:
Supporting patient surveys through mystery shopping:
A look at the importance of satisfaction and surgical quality:
The importance of P. Sat to surgical quality:
A new group focussing on patient experience from the clinicians perspective:
Patient experience from the clinicians perspective
Training is only about 25 percent of what needs to happen to drive a consistently positive patient experience:
Training alone isn't enough to ensure a great patient experience
An interesting study which found patients experience continuity of care as security and confidence rather than as seamlessness:
Experienced Continuity of Care When Patients See Multiple Clinicians: A …
Improving patient satisfaction may be at the top of your to-do list in 2013:
Improving patient satisfaction may be at the top of your to-do list in 2013
A hospital Trust in the South East of England has introduced a new patient experience management programme:
New patient experience management programme in the South East:
Developed by the Welsh Government and Macmillan Cancer Support:
Joint development work by the Welsh Government and MacMillan
This unique and insightful play explores dementia: Unique and insightful play looks at the experience of dementia care in a hospital setting
A discharge hospitality lounge introduced to improve patients experience of discharge:
Hospitality lounge introduced to improve patients discharge:
Six steps which can help hospitals strengthen their workforce strategy for patient-centered and coordinated care:
Six steps which can help hospitals strengthen their workforce strategy for patient-centered and coordinated care
"Schwartz Centre Rounds" scheme which encourages NHS staff to get together once a month to discuss the stresses of their jobs is to be rolled out across the health service:
"Schwartz Centre Rounds" to be rolled out across the health service

News from the US

A US-based case study to reduce length of stay and improve patient experience:
US case study to reduce length of stay and improve experience
5 ideas for how to improve the patient experience from 5 ambulatory surgical centres in the US – some are very transferable:
5 ideas for how to improve the patient experience from 5 ambulatory surgical centres in the US – some are very transferable
Latest news from the US on the importance of patient experience and leadership:
The importance of patient experience and leadership
Patient navigation is becoming well-known as one way to help our patients experience the best of the healthcare system:
Patient navigation helps patients experience the best care
Cleveland Clinic's leadership took many bold steps to improve the patient experience; some of these initiatives focused on creating an engaged workforce:
Cleveland improve the patient experience by creating an engaged workforce
Improving patient satisfaction in the Emergency Department and the Department of Dermatology by obtaining real-time patient feedback via smart phone and email:
Obtaining real-time patient feedback via smart phone and email
Only 3 percent of hospital executives said physicians or other clinicians held primary responsibility and accountability for directing their patient experience:
Only 3% of hospital executives said physicians responsible for the patient experience
"I'm helping to put a man on the moon, Mr. President." – Healthcare workers and the patient experience:
"I'm helping to put a man on the moon, Mr. President."
Ideas for improving the patient experience from the Mayo clinic:
The Mayo Clinic – Improving the patient experience

New online patient safety resource centre

News from the Health Foundation – Staying on top of relevant patient safety developments is essential for those that work in healthcare. The Health Foundation has launched a new patient safety resource centre that pulls together existing evidence and new resources to help deliver safe and reliable care.

The new online resource centre provides fast, reliable access to accurate, up-to-date patient safety information for managers and healthcare professionals.
You can find key research papers, national standards, implementation guidelines and specific patient safety case studies all in one place.

The resource centre currently focuses on three key areas: safety management, frail older people and diabetes. Visit the patient safety resource centre:
www.patientsafetynow.org.uk

Best Practice Case Studies available in print

Case Studies from the Patient Experience Network National Awards last year
are included in our book of best practice. At just £30 this offers great
value for money. To order your own copy please visit this link

Events

Public Health Wales are running a series of webinars focussing on doctors and patient experience. Full details can be found at
www.1000livesplus.wales.nhs.uk/dcc

Recognising and Responding to the Deteriorating Patient Implementing the National Early Warning Score (NEWS)
Improving the reliability of patient observations and ensuring quality of care to reduce failure to rescue of acutely ill patients on the wards
Wednesday 3 July 2013 Manchester
This one day conference will focus on recognising and responding to the deteriorating patient including implementing the new National Early Warning Score (NEWS), improving the reliability of patient observations and ensuring quality of care to reduce failure to rescue of acutely ill patients on the wards.For further information and to book your place visit
this page or contact
gemma@
healthcareconferencesuk.co.uk

A £250 +VAT discounted rate is available by quoting ref: HCUK250PEN when booking.

A Practical Guide to Saving Lives Reducing Hospital Deaths Attributable to problems in care
Monday 30th September 2013 Hallam Conference Centre, London
Follow this conference on Twitter #NHSmortality
Chaired by Professor Elizabeth Robb Member, National Advisory Group, Hospital Mortality Review & Chief Executive, Florence Nightingale Foundation, this conference follows our previous reducing hospital mortality conferences and focuses on reducing hospital deaths attributable to problems in care. Sessions will include meeting the new indicator, learning from the Francis Inquiry and the current review into hospital mortality outlier trusts, understanding how to recognise which deaths are attributable to problems in care and are therefore avoidable. Case study sessions will focus on how to monitor and reduce mortality, improving quality and saving lives in your service or organisation. For further information and to book your place visit this page or email gemma@
healthcareconferencesuk.co.uk

A 20% discount is available to your members by quoting ref: HCUK20PEN when booking.

Information Governance & Information Sharing
Implementing the findings of Caldicott2
Wednesday 16 October 2013, London Follow this conference on Twitter #Caldicott2
Chaired by Christopher Fincken, Chair, The UK Council of Caldicott Guardians, this one day conference with will examine the practicalities of how to manage and share patient and service user identifiable data and how to meet the standards of the information governance in the new landscape laid down by the new Caldicott review.For further information and to book your place visit
this link or email gemma@
healthcareconferencesuk.co.uk
A 20% discount is available to your members by quoting ref: HCUK20PEN when booking.

Forthcoming free breakfast seminar from OPM:
July 5, 2013 from 8:30 AM to 10:30 AM (BST)
London, United Kingdom Empowering the public services workforce to demonstrate their impact and economic value – Lessons from the nursing profession
http://valuing-public-services-seminar.eventbrite.com/#
This particular seminar, which is part of our Valuing Public Services seminar series, aims to share innovative developments around supporting nurses to demonstrate their impact, and the social and economic value of their work. While the case studies stem from the nursing workforce, we’ve made it clear that the lessons learned are applicable across wider public services.

On your marks, get set

Alder Hey and Everton Football Club, last year’s overall winners at the Patient experience Network National Awards.

GO! PEN National Awards 2013 is now open for nominations! It has been another incredible year for best practice and innovation across the UK Healthcare Industry, and this year the momentum shows no sign of stopping. The PEN National Awards are now in their fourth year, and are set to be even bigger and better than ever – showcasing the talent and hard work of teams and individuals who have made a vital contribution to patient experience up and down the country! The Awards are open to all organisations and individuals, public and private, partnerships and external affiliates. Staff engagement is critical to deliver your goals to improve patient experience. For an all-encompassing way to boost morale, expand your team efforts and be a part of arguably the most important healthcare event this year, put the dates in your diary now. Most importantly, visit the web site and start thinking about those nominations.

Key Dates:

Visit our website for more information and how to enter or call Alma Sheren on 01223 911988.

And Finally

A super way to make a child’s day while in hospital:
http://geekologie.com/2013/01/good-people-theyre-still-out-there-windo.php

As always please do let us have your news to share and all comments are welcome.