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Quality Improvement Development for NHSScotland Organisational Development Leads. Workshop 1 Patient-Centred Quality Improvement Stakeholder Analysis. Agenda. Welcome and introduction Quality Improvement – aims and objectives Participant introduction Patient-centred quality improvement
Quality Improvement Development for NHSScotland Organisational Development Leads
Patient-Centred Quality Improvement
An NHS that gives patients and the public more information and choice, works in partnership and has quality of care at its heart
High Quality Care for All
“The balance is wrong between task-focused care and patient-focused care. […] We need to listen better and listen more to patient experiences”
Ann Abraham, Ombudsman
Q3. Overall, how would you rate your care and treatment during your stay in hospital?
Q1. Overall, how would you rate your admission to hospital?
Q4. How did you feel about being involved in decisions about your care and treatment?
Q2. Overall, how would you rate your the hospital environment?
Scottish Inpatient Patient Experience Survey 2010
1 Feeling Better – Improving Patient Experience in Hospital, 2010
Picker Institute, 2009
…about using experience to gain insights from which you can identify opportunities for improvement
…about experiences not attitudes or opinions
Deep understanding tool –Peeling the Onion
Layer 1: Actions What people do? Why? What is driving them?
Layer 2: Responses What people say? Why? – what’s behind the words? How honest do you think they are being?
Layer 3: Language How people say things. What words do they use. Capture real quotes. What is body language
Layer 4: Feelings what are they feeling? Trust? Comfort? Irritation? What is causing this?
Layer 5: Deep Emotions: What are their real loves and hate? Where are the passion points?
73% of doctors say they wash hands before patient contact
9% actually do so
Bill Kirkup 2006
Careful examination of patient feedback will highlight the areas that need improvement to provide a better service for patients, and supply the evidence for change.
5 Boroughs Partnership Patient Survey
Overall satisfaction by specialty
Raising awareness is an essential part of involving patients and the public in improving healthcare services. Communicating the results of your enquiries – and what you plan to do with them – will help to ensure that they are used effectively and not forgotten.
Stakeholder has High Power over the project
Opinion formers. Keep them satisfied with what is happening and review your analysis of their position regularly
Key stakeholders who should be fully engaged through full communication and consultation
Power over the project
Stakeholder has Little or No Power over the project
This group can be ignored if time and resources are stretched
Patients often fall into this category. Consider increasing their influence by organising into groups or taking active consultative work
Impacted by the project