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The Quality Agenda . Fiona McQueen Executive Nurse Director. What is world class healthcare? Where are we now? Where do we want to be 2 years 5 years 20 years Call to action for the journey. Cabinet Secretary. NHSScotland Healthcare Quality Strategy

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the quality agenda

The Quality Agenda

Fiona McQueen

Executive Nurse Director


What is world class healthcare?

Where are we now?

Where do we want to be

  • 2 years
  • 5 years
  • 20 years

Call to action for the journey

cabinet secretary
Cabinet Secretary

NHSScotland Healthcare Quality Strategy

At its heart is a simple but very ambitious aim:

“To make the NHS in Scotland a world leader in the quality of health care services that it delivers.”

“That aim is not just good for patients, it is also

right for staff.”

Scottish Parliament, Debate 13 May 2010


Quality Strategy built on people’s


•Caring and Compassionate health services

•Collaborating with patients and everyone working for and with NHSScotland

•providing a Clean and safe care environment

•improved access and Continuity of care

•Confidence and trust in healthcare services

•delivering Clinical excellence


Person-Centred - Mutually beneficial partnerships between patients, their families, and those delivering healthcare services which respect individual needs and values, and which demonstrate compassion, continuity, clear communication, and shared decision making.

  • Effective - The most appropriate treatments, interventions, support, and services will be provided at the right time to everyone who will benefit, and wasteful or harmful variation will be eradicated.
  • Safe - There will be no avoidable injury or harm to patients from healthcare they receive, and an appropriate clean and safe environment will be provided for the delivery of healthcare services at all times.






Quality occurs more frequently when the three ambitions are delivered together


Primary Driver

Secondary Driver


Everyone gets

the best start in

life and is able

to live a longer

healthier life at

home or in the

community .

Healthcare is

safe for every

person every

time and every

experience of

healthcare will

be positive,

delivered by

staff who feel

supported and


  • Leadership – executive leaders demonstrate that everything in the culture is patient focused
  • Nothing about me without me
  • Healthcare systems deliver reliable, quality care
  • The care team installs confidence by providing collaborative, evidence based care
  • Patients get the outcomes of care they expect

The Care Experience of patients and their families is improved

  • Partnership working with communities served as equal partners
  • Asset based service redesign
  • Services reflect an asset based approach (place-based, relationship-based, citizen-led and promote social justice/equality)
  • Outcomes based commissioning

All services are co-produced

  • Hospital Standardised Mortality Ratio are best in class for Scotland
  • Clinicians review all unexpected deaths as a matter of routine and continuously learn and make improvement

There are no needless deaths

  • No patient is subjected to needles harm due to unreliable systems and or processes
  • Any episode of harm is reviewed as a matter of routine and continuously learn and make improvements

There is no needless harm

  • Staff are recruited for values
  • Staff governance standards are adhered to consistently
  • An asset based approach to staff well-being is taken
  • Compassionate communication and teamwork are essential competencies
  • ‘One set of rules’ for all
  • Community benefit in all employee contracts

Staff experience and well being is improved

world class healthcare
World Class Healthcare
  • The people of Ayrshire and Arran have the best possible start and live longer healthier lives in settings of their choice whenever possible.
  • Care is co-produced to deliver no needless waits
  • There are no needless deaths
  • There is no needless harm
  • Every experience of Healthcare is positive
  • All staff who deliver healthcare feel supported engaged and valued
do you agree

Do you agree?

Take 10 minutes to discuss at your tables

Is this what world class healthcare looks like? Tell us what is missing


High performing organisations

  • Culture and leadership focus – high value organisations define and relentlessly and consistently demonstrates values
  • Specification and planning: high-value organisations base operational and core clinical decisions on explicit criteria and organise effectively
  • Infrastructure design: High-value organisations create highly effective teams at the micro level, to meet the needs of patient and families.

High performing organisations

  • Measurement and oversight: High-value organisations use measurements of clinical operations for internal process monitoring to drive improvement.
  • Staff focus - high value organisations ensure staff involvement and ownership
  • The learning organisation: high value organisations examine positive and negative deviations in care and outcomes, using the information create common tools to improve outcomes.


Your culture is an outcome of the way employees behave. So how are we encouraging our employees to behave?Lived values = positive behavioursRelentless modelling of positive behaviours delivers positive attitudes.

current values

Current values

Team work







What behaviours are required to build a culture of excellence?

Select your top five behaviours from the cards at your table.

As a board what is your role in the delivery of ‘lived’ values to improve culture ?


What’s in a Wordle?

Does this Wordle capture our ambitions?

How should we promote these behaviours?What should be the consequence for those who don’t adhere to them?

what we think we know
What we think we “know”

•Better quality costs more money

•If you want to ― get “Safe Care” it will cost MUCH more money

now here is the truth
Now here is the “truth”
  • Good quality care costs LESS than poor quality care
  • Safe, harm-free care SAVES Money. It costs less to provide, and avoids costs of correction.

So, where to focus our efforts?





Safe care

Unsafe care


Safe, Effective and Person Centred

  • Leadership
  • Critical Care
  • General Ward
  • Peri-operative
  • Medicines Management


Mental Health

Primary Care


VTE collaborative

outcome aims
Outcome aims
  • Mortality: 15% reduction
  • Adverse Events: 30% reduction
  • Ventilator Associated Pneumonia: 0 or 300 days between
  • Central Line Bloodstream Infection: 0 or 300 days between
  • Blood Sugars w/in Range (ITU/HDU): 80% or > w/in range
  • MRSA Bloodstream Infection: 30% reduction
  • Crash Calls: 30% reduction

“When something goes wrong it is how the organisationacts that redefines and reshapes the culture.”

Jeanette Clough, President & Chief Executive Officer

Mount Auburn Hospital, Boston, MA, USA

what did we find
What did we find?
  • Failures
  • Identification of sick patients
  • Planning and execution of care and treatment
  • Rescue of deteriorating patients
improvement methodology
SPSP tools and methods to support implementation of improved practices

Plan-Do-Study–Act (PDSA) cycles to develop improvements in clinical practice

Engaging all staff to ensure ownership of new ways of working

Improvement methodology

Teams must own the processes to achieve improvement


Improvement Experts


Spread Sustain

Plan, do, study, act


general ward spread
General ward spread

Back to Basics programme spread across Crosshouse. - completed in all in-patient areas. All wards monitoring and measuring MEWS, Safety Brief and SBAR plus all other GW measures

Improvement programme spreading at Ayr – 6 wards complete and monitoring and measuring compliance with all BTB /General Ward measures.

Spread to continue through to March 2013

spread of work in theatres
Spread of work in theatres

Percent of patients who have peri-operative briefing.

Excellent compliance across all theatres in surgical pause and briefing prior to surgery

person centred some examples of the good
Person centred – some examplesof the good
  • 92% of in-patients said they were treated with dignity and respect (2011 n=3600)
  • 90% of patients rate the overall care experience received from their GP Surgery as positive (2012 n=8672)
  • Patients rate the quality of consultation with many doctors, nurses and AHP’s highly (CARE measure mean score 45/50 – mean score normative data 43/50)
person centred some examples of the not so good
Person centred – some examples ofthe not so good
  • 40% of all the formal complaints are customer service related (i.e. communication, attitude, courtesy, respect)
  • Overall customer service satisfaction rating to be 56.3% positive (2011 n= 752 staff and patients)
  • 47% of patients were not told how long they would have to wait in A&E (2011 n=3600)
  • 22% of patients were unable to book a GP appointment 3 or more days in advance (2012 n=8672)
immediate interventions to support improvements in patient centred care
Immediate interventions to support improvements in Patient Centred Care
  • Quality of Consultation - Use of the CARE measure
  • Customer Care Commitments
  • Caring Behaviours Assurance System (CBAS)
  • ‘Teach back’ approach to improving communication with patients
  • Better Together Programme
  • Improving Patient and family involvement in care
  • Developing volunteer opportunities
  • Developing Co-production approaches

As a Board Member, do you know the names of the people who have been harmed or killed in your hospitals

and healthcare systems because

of unsafe, unreliable systems ?


As a Board Member, do you know how many clinicians have been damaged as a result of unreliable or unsafe systems and processes of care?

what approach would you want the board to take if it was your mother father partner child
What approach would you want the Board to take if it was your mother, father, partner, child ?

What assurance does the Board need that we are providing world class health services and that we are learning from events. Discuss at your table and agree the top 2 things that would provide you with assurance

ah but
Ah … but!
  • Safety improvement excellent in pilot sites
  • Person centred care excellent in some areas
  • Spread taking for all taking longer than we need to drive improvement
  • New commitment to

- 20% reduction in Mortality

- 95% patients receive harm free care

- Improved person centred care

  • Capacity and capability building is required to enable change and improvement
capability and capacity
Capability and capacity
  • Capability – the people have the confidence and the knowledge and skills to lead the change.
  • Capacity – having the right number and level of people who are actively engaged and able to take action.

Helen Bevan,

Journal of Research Nursing 2010; 15: 139-148


Take 10 minutes at your table to discuss … How the organisation can build the capacity and capability necessary to drive quality improvement at pace and scale


What skills are needed?

Many People

Few People

A key operating assumption of building capacity is that different groups of people will have different levels of need for Improvement knowledge and skill.

Change agents

Middle Manager







Our approach will be to make sure that each group receives the knowledge and skill sets they need when they need them and in the appropriate amounts



Shared Knowledge

Continuum of Improvement Knowledge and Skills


What next? Take five minutes at your table to discuss as a Board Member what you will personally do to drive or promote the Quality Agenda