Improving Patient, Service User and Carer Experiences

1
Improving Patient, Service User and Carer
Experiences

• Teaching Materials to accompany the DVD

2
Introduction

• The following slides are in three sections one
  for each patient or service user featured. The
  hyperlinks on the menu slide will take you to
  the start of each of the sections.
• The patient, service user, and carer stories are
  real and represent selected perspectives on
  aspects of their healthcare.
• The video extracts on this DVD have been selected
  to trigger discussion and we have provided some
  trigger questions and hyperlinks to resources
  in this PowerPoint. These are not exhaustive and
  viewers may develop these further.
• We appreciate that hyperlinks can become out of
  date with time and we encourage users to update
  these as necessary.

3
Menu

• Antoninas Experience
• Kokis Experience
• Sheilas Experience

4
Antoninas experienceIntroduction

• This story has extracts from a patient and her
  familys experience of an episode of healthcare.
  
• The materials are designed to trigger your
  thinking about strategies to improve NHS care
  experiences.
• In the following scenes, try to find ways through
  which you yourself might improve a persons
  experiences from a service provider point of
  view.
• Downloads
• Information on Marinesco-Sjogren Syndrome (MSS)

5
Antoninas experienceChapter 1 The Hospital
Experience

• Key phrases
• The evening sister said stay the following
  day sister insisted on me going..
• Activities
• Discuss what impression the family would gain
  from this experience.
• How would you improve this situation in a
  clinical setting?
• Downloads
• High Impact Changes
• NMC Record Keeping Advice

6
Antoninas experienceChapter 2 Communication
and Complaint Systems

• Key phrases
• He wrote mother to stay she crossed it out.
• Matron no one could find her.
• Activities
• Discuss who should control patient notes?
• What are the proper procedures for dealing with
  complaints?
• How would you improve on Antonina and familys
  experience?
• Downloads
• RCN Complaints Clinical Governance
• Trust Complaint Procedures
• Health Service Ombudsman

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Antoninas experienceChapter 3 Calling for
Assistance

• Key phrases
• ... I bought telephone cards.
• (buzzer) they didnt want to come.
• Activities
• Discuss effective family communication.
• Who should help when a buzzer is sounded?
• How would you improve this situation in a
  clinical setting?
• Downloads
• NMC Dignity Ward Document
• Confidence in Caring
• Essence of Care 2010

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Antoninas experienceChapter 4 Collaborative
Help

• Key phrases
• you had to fight for it
• they won
• Activities
• How might collaborative care have made a
  difference in Antoninas situation.
• How might carers facilitate families who want to
  help?
• Downloads
• Open Visiting Comment
• Learning Disability Patient Toolkit

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Antoninas experienceChapter 5 - Dignity

• Key phrases
• All naked and a bowl of water in front of her
• told to get on with it
• Activities
• Discuss how you yourself would like to receive
  help with daily living activities and how these
  can be supported with dignity.
• Discuss various degrees of help that will be
  needed by clients in your care setting.
• Downloads
• Self Care Debate
• NHS Institute "Dignity"

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Antoninas experienceChapter 6 Levels of
Disability

• Key phrases
• ... another plaster because of her diabetes.
• Shes disabled.
• Activities
• Discuss ways of sharing specialist care with
  families patients, and care users.
• Some disabilities are more visible than others.
  Discuss what is meant by invisible disability.
• Downloads
• RADAR The Disability Network

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Antoninas experienceChapter 7 Information
Sharing

• Key phrases
• ...one says one thing, one says another thing.
• Activities
• Discuss what the place is of written and verbal
  reports to colleagues, patients, and service
  users.
• How would you improve information sharing in a
  clinical setting?
• Downloads
• Adult Safeguarding

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Antoninas experienceChapter 8 Conclusions and
Summary

• Commentary
• Should relatives stay or not?
• Communication between workers
• Attitude to and treatment of users
• Inclusive care
• Patient notes correct usage
• Additional needs and limitations
• Downloads
• NHS Constitution Interactive

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Kokis experienceIntroduction

• This story has extracts from a patients
  experience of the care she has received for her
  long-term condition.
• The materials are designed to trigger your
  thinking about strategies to improve care
  experiences.
• In the following scenes, try to find ways through
  which you yourself might improve a persons
  experiences from a service provider point of
  view.
• Additional resource
• Parkinsons UK

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Kokis experienceChapter 1 The Diagnosis

• Key phrase
• Sorry to say, my dear, you have Parkinsons.
• Activities
• Why might Koki feel so negatively about the way
  in which the doctor broke the bad news?
• How would you express bad news or express
  compassion in a similar situation?
• List the environmental, infection control, and
  safety risks that might arise from a multi-use
  trolley.
• Downloads
• Breaking Bad News
• Journal of Infection Prevention

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Kokis experienceChapter 2 Sharing the News

• Key phrases
• ..he went through medication..
• ..my mind was.. in a daze.
• ..my culture could have shunned...
• Activities
• Discuss the effects of routine in care.
• How would you minimise the shock effect?
• Discuss the effect of cultural embarrassment.
• Downloads
• Specialist Care
• Cultural Awareness Conference

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Kokis experienceChapter 3 Treated like a
Number

• Key phrases
• - always anxious before appointments.
• doesnt look at you.
• Im just like a number.
• Activities
• Discuss how it might be possible to minimise the
  anxiety of waiting.
• How does one develop meaningful eye contact?
• Downloads
• Anxiety Reduction

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Kokis experienceChapter 4 The Consultant
Office

• Key phrase
• Youre too young...
• Activities
• Discuss how room set-up affects interviews.
• What types of behaviour block patients service
  users from being able to express their needs?
• How should one provide space for others feelings
  and needs to be expressed?
• Downloads
• Just Listening
• Listening Harder

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Kokis experienceChapter 5 - Who believes whom?

• Key phrase
• Youre looking fine... I wasnt feeling fine.
• Did it have to come to this?
• Activities
• Discuss how it might be possible to improve the
  ability to listen to others effectively.
• What leads to properly managed care?
• Downloads
• Evidence Based Practice
• King's Fund "The Point of Care"

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Kokis experienceChapter 6 Conclusions and
Summary

• Key phrase
• See the person behind the patient.
• Commentary
• Listening needs practice
• Observation and eye contact help
• Depersonalisation should be avoided
• Culture affects everyone
• Quality of care is paramount
• Downloads
• NHS Constitution Interactive

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Sheilas experienceIntroduction

• This story has extracts from a patient and her
  carers experience of an episode of healthcare.
• The materials are designed to trigger your
  thinking about strategies to improve patient,
  service user and carer experiences.
• In the following scenes, try to find ways through
  which you yourself might improve a patient,
  service user and carers experiences from a care
  provider point of view
• Downloads
• Informal Carers

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Sheilas experienceChapter 1 Admittance to
Hospital

• Key phrase
• Learning difficulties... Can someone explain to
  her..
• Activities
• Identify ways in which learning difficulties or
  disability might affect a persons admission to
  hospital.
• What measures might be needed in order to ensure
  that the patient or service user with learning
  disabilities understands this experience?
• Downloads
• Learning Disability Definition
• Learning Disability Patient Toolkit

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Sheilas experienceChapter 2 Diet and
Medication

• Key phrases
• Can you take care of these medicines?
• She is on a strict diet.
• Activities
• Discuss who is responsible for the care of
  medicines in a clinical situation.
• What might have been the consequences of not
  keeping to a strict diet?
• Whose responsibility is it to meet the patients
  or service users dietary needs?
• Downloads
• Medicines Management
• Directions on Discipline 2005

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Sheilas experienceChapter 3 The stress of
requesting help

• Key phrase
• It took its toll on me too.
• I couldnt get to the buzzer.
• Activities
• Discuss how significant others and friends might
  have the worry of care minimised.
• What might assist requests for help in any form?
• Downloads
• Seven Steps To Patient Safety

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Sheilas experienceChapter 4 Gifts and
Cleanliness

• Key phrases
• They werent taking her to the toilet..
• Dirty nighties on top of smelly fruit..
• Activities
• Discuss how it might be possible to improve the
  basic needs of patients and clients more
  effectively.
• What alleviates poor hygiene and uncleanliness?
• Downloads
• NHS Investigation

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Sheilas experienceChapter 5 Discharge to Home

• Key phrase
• She needs transport
• Activities
• List some general requirements for discharge to
  home to be managed effectively.
• Discuss how transport home for clients is
  properly arranged in your area of work.
• Downloads
• Discharge Planning
• Support to Live and Die Well

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Sheilas experienceChapter 6 Conclusions and
Summary

• Key phrase
• See the person behind the patient.
• Commentary
• Quality of care
• Awareness of conditions
• Intercommunication
• Downloads
• NHS Constitution Interactive

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Index of Web Links

• Adult Safeguarding
• Anxiety Reduction
• Breaking Bad News
• Confidence in Caring
• Cultural Awareness Conference
• Directions on Discipline 2005
• Discharge Planning
• Essence of Care 2010
• Evidence Based Practice
• Health Service Ombudsman
• High Impact Changes
• Informal Carers
• Information on Marinesco-Sjogren Syndrome (MSS)
• Journal of Infection Prevention
• Just Listening
• King's Fund "The Point of Care
• Learning Disability Definition
• Learning Disability Patient Toolkit
• Listening Harder

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Improving Patients, Service User and Carer
Experiences