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Putting people at the centre of communication

Putting people at the centre of communication. Dr Stewart Lambie Raigmore Hospital, Inverness. Wordle. Supported by. Dept of Health 2003 “…all letters that help to improve a patient’s understanding of their health and the care they are receiving should be copied to them as of right .”

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Putting people at the centre of communication

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  1. Putting people at the centre of communication Dr Stewart Lambie Raigmore Hospital, Inverness

  2. Wordle

  3. Supported by • Dept of Health 2003 • “…all letters that help to improve a patient’s understanding of their health and the care they are receiving should be copied to them as of right.” • General Medical Council: Good Medical Practice • You must give patientsthe information they want or need to know in a way they can understand. • You must work in partnership with patients, sharing with them the information they will need to make decisions about their care

  4. Caldicott two • All communications between different health and social care teams should be copied to the patient or service user — there should be ‘no surprises’ for the patient as to who a record has been shared with.

  5. Evidence-based • Greater patient understanding and involvement • Considered “helpful” or “useful” by patients • Reduced inaccuracies • Increased trust, communication and relationships • Shared knowledge, more control • Relieves anxiety • Reminder of discussion and decisions • Acceptance of bad news, share with relatives

  6. Listening to patients in Raigmore • Four renal consultants • One copies letters, others don’t (didn’t!) • 26 patients no copy – 22 would like one • 32 patients had a copy

  7. 50 Reasons Not To Change

  8. Other reasons not to change • Financial cost • Green cost • Confusion/jargon • Confidentiality • Upsetting • Quality of consultation • Quality of letter • Judgemental terms

  9. What worked with colleagues? • Local champion • Individual approach • Small scale tests of change • 1 patient • 1 clinic • Making it easy/hearing the patient voice • Request on front of notes

  10. Person-centred care needs patients to receive copies of letters about them • Improvement Methodology works for spreading good practice

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