Improving Experience and Outcomes for the People of Scotland

1. Improving Experience and Outcomes for the People of Scotland Alastair Pringle Head of Patient Focus & Equalities Carol Sinclair Director, Better Together Programme

2. What People Want Caring and compassionate services Clear Communication Collaboration Continuity of care Clean environment Clinical excellence What’s the problem? We know this doesn’t happen for every person every time

3. The Ambition: • 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 Priority areas for action: • Enabling Person-Centred Care • Clear communication, effective collaboration • Improving Experience and Outcomes • Supporting Staff to have the best possible experience

4. Person-Centred Delivery Group Improving staff experience Review of Staff Governance, Staff Survey, Team Vitality Person-Centred Ambition Enabling person-centred care Leadership, Care Governance, Caring behaviours Improving Patient Experience Better Together, Patient Reported Outcome Measures, Improvement Programmes Improved communication & participation Health Literacy, Self-Management, Patient Rights Act, Person-Centred Enquiry

5. A National Programme for Person-Centred Health & Care? • Move from centre to services • Bring sense of coherence and ownership • Build on SPSP and Improvement Expertise, alongside existing PC expertise (Leading Better Care, PFPI, 3rd sector, Equalities etc) • Prioritised and measurable improvements • Point of care – personal capacity – community assets

6. Assets Patient Experience Shared decision-making Self-Directed support Health Literacy Person-centred enquiry Patient Rights (Scotland) Act 2011 Co-Production Health Improvement PROMs PASS My eHealth Self Management Patient Charter Patient Information Improved Enablement Population health and quality of care just seem to be too far apart. I am convinced that the route to a sustainable NHS lies in getting people involved and active in their own health. (DG Health reflecting on IHI Forum Dec 2011)

7. Patient Rights (Scotland) Act 2011 • Charter of Patient Rights and Responsibilities • Healthcare Principles - Patients' individual needs and circumstances will be considered • 12 Week Treatment Time Guarantee • Patient Advice and Support Service (PASS) • Right to Give Feedback or Comments, or Raise Concerns or Complaints

8. Person-Centred Delivery Group Improving staff experience Review of Staff Governance, Staff Survey, Team Vitality Person-Centred Ambition Enabling person-centred care Leadership, Care Governance, Caring behaviours Improving Patient Experience Better Together, Patient Reported Outcome Measures, Improvement Programmes Improved communication & participation Health Literacy, Self-Management, Patient Rights Act, Person-Centred Enquiry

9. Improving healthcare experience… • Better Health Better Care • NHSScotland Quality Strategy – person centred ambition • National quality outcomes and indicators • PEMs • PROMs including personal outcomes

10. Our 2020 Vision….. Our vision is that by 2020 everyone is able to live longer healthier lives at home, or in a homely setting. • We will have a healthcare system where we have integrated health and social care, a focus on prevention, anticipation and supported self management. • When hospital treatment is required, and cannot be provided in a community setting, day case treatment will be the norm. • Whatever the setting, care will be provided to the highest standards of quality and safety, with the person at the centre of all decisions. • There will be a focus on ensuring that people get back into their home or community environment as soon as appropriate, with minimal risk of re-admission.

11. Why Better Together commissioned this pilot….. • Driving innovation and improvement based on patient experiences – part of the “BT” plan • To encourage and support more innovative and varied ways of seeking feedback on patients’ experiences • Provide a safe and supportive environment to learn • Provide a robust evaluation to share with colleagues leading wider work on the use of social media and networking • Post-programme sustainability: keeping the focus and pace on patient experience as driver for change