benefits driven change using some examples from the isip demonstrator programme, this guide shows...
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Benefits Driven Change
Using some examples from the ISIP Demonstrator Programme, this guide shows how a benefits approach to change can be used to deliver
sustainable service transformation more quickly. It also helps the care community, including external partnerships, to be more flexible in
responding to changing circumstances.
A Practical Guide for the NHS
What is a Benefits Approach?
Programme or Project PlanningAt the planning stage, engage stakeholders in the process of
identifying shared benefits as well as potential individual benefits or
disbenefits.
A Benefits Approach is a cultural thing – it applies to every stage of the project or change programme and should support, not get in the way
ImplementationTo keep stakeholders and staff engaged and focussed, when reporting progress use “this
means” and remind people of the benefits sought.
Use easy-to-understand measures and presentation
e.g. Dashboard.
Delivery and AchievementFocus on the benefits to
patients, to clinical outcomes, to stakeholders, to the whole
community. LOS or admissions avoided are not benefits, though
they can lead to benefits.
Case for further investmentIf the project has been a
success then you may want to expand; alternately another
organisation may want to copy your project. Report in
terms of benefits.
Why does a Benefits Approach matter?
LONG TERM SHORT TERM
PERSONAL Outcome: How would I like to be?
Benefits: What will that give me? These could be in health, time, growth, happiness.
Outcome: What will I achieve this week?Benefits: What value do I get from achieving this? (and does the value I get contribute to my longer-term aim?)
ORGANISATIONAL Outcome: What will we as a community / organisation look like at the end of this transformational programme?
Benefits: What will the value-add be? Organisational or community benefits are more likely to be population health, quality of life / length of active life for a segment of the population, resources freed up and used to deliver additional services, staff career opportunities, etc.
Outcome: For each project: what is the outcome of this project? Projects may have milestones indicating a particular achievement etc.
Benefits: What are the short-term benefits or values of achieving this? (Once again, do the short-term benefits contribute to the longer-term benefits? If not, do they represent ‘quick wins’ which keep people motivated and engaged?)
A benefits approach will help you to engage different stakeholders and organisations, and also enable you to establish baselines and quantify improvements.Whether you are trying to motivate yourself or another (e.g. Cognitive Behavioural Therapy CBT), or changing a community, the principle is the same.
Stakeholder Benefits
Projects, Actions to Change
Outcomes
Benefit
Priority Objective
Stakeholder 1Stakeholder 1
Stakeholder 2Stakeholder 2
Stakeholder 3Stakeholder 3 Stakeholder 4Stakeholder 4
Priority Objectives are national or local targets e.g. “reducing inequalities”
Benefits may be stakeholder-specific or shared, and are the motivating force
Outcomes represent the future state of the service, what it has to be like to deliver the benefits
Projects and Actions to Change are what you do to achieve the outcomes
New Economics Foundation – Measuring real value: A DIY guide to Social Return on Investment
See also NHS ISIP Practical Guide on Stakeholder Engagement
See also NHS ISIP Practical Guide on Stakeholder Engagement
Progress isn’t always direct, but it should always be progress
Asset or Investment exploitation Method• From the Project Plan, work forwards to
determine where the benefits will be
Project-led approach to Benefits
BenefitThe Value-add for
Patients and service
Priority ObjectiveNational or local
target
OutcomeWhat the service
will look like
OutputProject Aims
Project led approach starts here
More community staff to attain more patient contacts
More patient contacts deliver more care at home
More care at home reduces need for hospital attendance and admission
See ISIP Benefits Dependency Mapping Tools
• Decide what you want, and what’s important about that
• Measure what’s important, not just what’s easy
• Make sure each project or output delivers the benefits that you set out to achieve, and contributes to the priority objective
Benefits PlanningAn alternate approach that has been adopted in the LHC
Demonstrators
BenefitE.g. Quality of life
Priority ObjectiveE.g. Reduced
Inequalities
OutcomeCare delivered at
home
OutputCommunity Teams
Quality of Life achieved by Care delivered at home
In order to deliver Care at home, need a project to get the teams in place
Benefits led approach starts here
Reduced inequalities demonstrated by improved quality of life
Demonstrator Experience: Illustrating a Benefits Approach
LHC Demonstrator Case Studies: Benefits Approach in Action
The Tees ENT
Walsall Stroke Project
Clinicians made the decisions on the basis of clear evidence – better care brings financial benefits
Walsall Dashboard Decide a clear mechanism for reporting, which shows how the benefits are being delivered
Liverpool Scheduled Care Ensure everyone agrees the aims and benefits – clarify in writing; simplify many projects into a few programmes with an overall governance structure
West Herts Dermatology Keep it simple – work on one benefit at a time and acknowledge and respond to disbenefits
Demonstrator Experience: The Tees ENTOur situation 74% of patients seen in an
outpatient setting and then discharged – probably suitable for a community setting
National targets to deliver care closer to home
Enthusiasm for changes to service from the Practice-Based Commissioning consortia
Independent Reconfiguration Panel report recommendations, supported by Secretary of State approval, indicate that out of date buildings should be replaced and that new services should be in a well-situated location complemented by well-developed primary care & community services
ENT service currently provided across two hospital sites which has made patient satisfaction difficult to gauge.
What we did Clinicians reviewed the existing
data on waits and cases referred, to examine scope for redesign and anticipated benefits
‘Soft’ market assessment and evaluation of expressions of interest from potential service providers
Worked in partnership with local ENT providers to develop new patient-centred services
Specifications for facilities and equipment requirements were developed by a working team including specialists, GP, audiologists and nursing staff with additional input and guidance from infection control colleagues
Detailed work around patient pathways, service exclusions, diagnostic requirements, administration pathways and reporting commenced after the overall care model was agreed between partners.
What we achieved Referring appropriate cases direct
to the community-based service will reduce waiting times to below 4 weeks and the location and reassurance of an early appointment should be more convenient to patients – evaluation of patient and GP satisfaction will be a priority post go-live (October 2007)
Project contributes to national & local targets including 18 week target, delivery of Care Closer to Home and supporting Practice Based Commissioning
Anticipated financial savings are significant. One of the major benefits of the project is the release of savings to invest in additional care
Development of a skills and knowledge base within the PCT around service redesign.
Demonstrator Experience: Walsall Dashboard
Our situation During 2006, Walsall tPCT
started to use the ISIP process to plan transformational change programmes for Urgent Care, LTC & the 18 Weeks Referral to Treatment initiative
‘Readiness to Change’ had been assessed by a group of Directors from across the LHC showing early development of capability
The aim of the demonstrator project was to develop a whole systems benefits realisation framework & a high level dashboard, to ensure that: programmes of benefits led change were delivered
The PCT improved its capability to deliver change & realise benefits across the programme portfolio
Help from the local change consultant was required to improve capability across the whole process.
What we did Completed a diagnostic process,
which made recommendations to address gaps and areas for improvement
Recruited and trained programme managers and commissioners to expand capability
Reviewed the Benefits Realisation Plans & finalised benefits at programme level (UC, LTC,18 wks & palliative care) with a basket of supporting metrics
Developed a benefits realisation framework covering project, programme and portfolio levels
Portfolio level benefits Improved clinical outcomes Improved business
processes Improved patient
experience Best use of resources
Agreed a process to develop the dashboard
Developed an approach to mainstreaming ISIP.
What we achieved Good governance structure
across LHC to support delivery
Trained programme managers and commissioners in place
A well-developed reporting structure to monitor progress, including dashboards (at-a-glance performance and benefits achievement reports) for the steering panel and protocols for dashboards specific to each organisation
Agreed approach mainstreaming ISIP
Programmes are being delivered to timescale and benefits are being realised.
Demonstrator Experience: Liverpool Scheduled Care
Our situation The stakeholders (PCT and acute
Trust) in Liverpool were clear about the aims of the overall programme
There were a number of existing projects set up to achieve specific parts of this, but they were not coordinated well
Each project had its own project manager and project support office, and in many cases its own steering group.
What we did Using the Benefits Dependency
Network Planning Tool, we were able to identify all of the existing projects and all of their expected outcomes and the benefits that they contributed
Our first attempt was too messy – it was difficult to follow through on an individual project and see where it contributed, and difficult to see which projects contributed to specific priorities and benefits
The Benefits Dependency Network planning tool enabled us to group together similar projects and develop a governance framework and an overarching steering group, with project groups responsible for clusters of projects.
What we achieved A single governance structure
reduced administration, made best use of scarce skills, and delivered more, faster within finite resources
We understood the connections: for example reducing waste (objective) meant resources being applied effectively and freed up resources for new services (benefit), and we could demonstrate this
Working together on projects encouraged us to come up with new services which could benefit the whole community – provider, commissioner, patient and service user, and staff.
“the difference is everybody’s working together, whereas before it was more fragmented”
Programme Manager
“the difference is everybody’s working together, whereas before it was more fragmented”
Programme Manager
Demonstrator Experience: Walsall Stroke Project
Our situation Length of Stay (LOS) for stroke
patients in Walsall was longer than national benchmarks
The hospital needed to reduce beds to support the PFI development
Management of financial risk for the hospital was an important consideration
Commissioners will need to demonstrate maximum efficiency in the longer term.
What we did PCT and hospital jointly
developed a new pathway The pathway involved hospital
AHPs in outreach and early handover to community teams
Community teams are in place to provide rehabilitation in the community, which will integrate people back into their social networks leading to better health outcomes
We reported the current LOS regularly so everyone could see progress.
What we achieved Measures to demonstrate
financial efficiency, clinical outcome, care and efficiency have been agreed and are being reported
LOS has fallen The new pathway has been
implemented Community resources are in
place 18 beds have been removed Transitional financial
arrangements are in place to support risk sharing between hospital and PCT
Planning unbundling of tariff to embed changes.
Objectives Improve patient care by implementing a new care pathway Redesign Stroke Rehabilitation to shift care into a range of community
settings: home or intermediate care settings Thus reduce ALOS (Average Length of Stay) Thus reduce number of stroke beds by 18 to enable PFI.
Demonstrator Experience: West Herts Dermatology
Our situation Some of the ‘benefits’ sought
by the PCT (commissioner) were perceived by the hospital (provider) as a disbenefit, e.g. loss of income
As we mapped the stakeholders (patient, staff, PCT commissioner, provider) and their direct and indirect benefits, we realised that this effect (of conflicting views of benefits) got worse.
What we did We focussed on each benefit in
turn, starting with the most important
This allowed us to examine what contribution each benefit would make, and what needed to be in place to achieve that from each side
A key challenge was to access data which would verify the benefits profile projected.
What we achieved Stakeholders who might have
been rivals now work together to deliver patient-centred services
Where transfer of care outside hospital will release capacity, the hospital trust is planning to reuse this to provide new services (see map below)
A coordinated approach retains the capacity and flexibility.
CATS in place for Dermatology
Reduced Reduced IncomeIncome
Spare Capacity Disposed of
Asset Sales
OROR
Reduced Reduced Capability and Capability and FlexibilityFlexibility
Private Clinics
High Clinical Effect Services
Reduced Costs to Commissioner
Unused Unused Capacity / Capacity / FacilitiesFacilities
Income from “other” Commissioners
Improved Overhead Recovery
Creative use of spare provider capacity
Key Messages
You will always meet opposition to change, and it will always take longer than you thought; focus on the benefits you will achieve, and if you can’t do it all in one go then take smaller steps.
Where is the evidence? Data which shows the current situation (baseline) and monitors progress can be hard to obtain (e.g. IM&T systems don’t align), but is vital when demonstrating that benefits are being delivered.
Be flexible: when priorities or circumstances change, review what actions are needed to ensure the benefits get delivered.
Group existing and new projects into programmes, with a single steering group and governance structure. Understand cause and effect – without causes (action) the effects (delivery) won’t happen.
Keep it simple: dashboard-style reporting, with the benefits relevant to the stakeholder group, will be easier to follow. Different stakeholders may need different dashboards.
Report achievements regularly and widely – keep people motivated and involved.
Where to go for more information
External references:Delivering Quality and Value: ISIP Guide: http://www.isip.nhs.uk/guidance
ISIP Practical Guide: Developing a Shared Vision: http://www.isip.nhs.uk
ISIP Practical Guide: Stakeholder Engagement:: http://www.isip.nhs.uk
RTC Stage I Benefits Planning: http://www.isip.nhs.uk/roadmap
Measuring real value: A DIY guide to Social Return on Investment (New Economics Foundation): http://www.neweconomics.org/gen/z_sys_PublicationDetail.aspx?pid=241
Named contacts:Leonie Beavers, Director of Strategy / SRO, Liverpool PCT, [email protected]
Nicola Allen, Head of Planned Care Commissioning / Programme Manager, Liverpool PCT, [email protected]
Andrea Bigmore, Head of Change Programmes, Walsall tPCT, [email protected]
Julia Schofield, Consultant Dermatologist, West Herts Healthcare Trust, [email protected]
Amanda Yeates, Project Manager, West Herts Healthcare Trust, [email protected]
Phil Whitfield, Associate Director of Planning and Performance, Hartlepool PCT, [email protected]