Experience Led Commissioning

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Experience Led Commissioning
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Experience-Led CommissioningA new model of
commissioning

• Core Principles of Experience-based Design
• Partnership between patients, staff and carers
• Emphasis on experience rather than attitude or
  opinion
• Narrative and storytelling approach to identify
  touch points
• Emphasis on co-design of services
• Systematic evaluation of improvement and benefits

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Experience-Led CommissioningA new model of
commissioning

• Is about..
• Capturing the experience
• Understanding the experience
• Improving the experience
• Measuring the improvement

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Aims of 10,000 Voices project

• To improve patient experience
• To influence how services are commissioned

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Using the SenseMaker Approach

• The experience of writing and signifying a story
  (touch points) through a lived example
• Reflect the 5 Experience Standards (Respect,
  Privacy / Dignity, Attitude, Behaviour and
  Communication)
• Data collected via online link, paper-based,
  group meetings etc, is uploaded using the link
  and will be analysed using SenseMaker software
  with results returned to the Trust

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Collecting Patient Stories

• Patients are asked to -
• Describe a care experience tell us your story
• Give the experience / story a title
• Select 3 words which describe experience / story
• Answer a series of questions (known as
  signifiers)
• Answer a series of demographic questions

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Did you feel the department was
Well managed
Haphazard
Unsafe
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Making it happen.

• Project Facilitators in each Trust
• Engaging with service users, community and
  voluntary groups, schools and colleges and staff
  in HSC Trusts

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Phased approach

• Phase 1 (September 2013 June 2014)
• Unscheduled care - EDs, MIUs, GP OOHs, NIAS
• Phase 2 (February 2014 June 2014)
• Care in your own home
• Experience of nursing and midwifery care
  (November 2013 June 2014)

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What we do well

• Patient story 1 Unexpected visit to hospital
• Patient story 2 God's unexpected surprise
• Patient story 3 In Praise of AE Staff

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What we could do better

• Patient story 1 Distraught Parent
• Patient story 2 Can I have a drink please?
• Patient story 3 Great beginnings, unfortunate
  endings!

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What we have done..

• Paediatrics in ED have set up ED / Paediatric
  interface meetings
• Waiting environment successful appointment of
  housekeeper
• Pain relief progress through SQE plans
• Staffing levels regional review of EDs

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• Thank you for listening to
• 10,000 Voices