using insight to improve quality - king's fund...• stps • ipc (phbs & ipbs) • pacs...
TRANSCRIPT
www.england.nhs.uk
Using Insight
to Improve
QualityDan Wellings, Head of Insight and Feedback
www.england.nhs.uk
What does insight mean?
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• “The capacity to gain an accurate
and deep understanding of
someone or something” - OED
• Using qualitative and quantitative
data to inform what we do
• Using whatever data sources we
have - not just surveys but a
whole range of market and social
research techniques and the
patient voice
• Everyone’s business
“The most important single
change in the NHS in
response to this report would
be for it to become, more
than ever before, a system
devoted to continual learning
and improvement of patient
care, top to bottom and end
to end”
A promise to learn – a
commitment to act
The Berwick Report
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Any service needs to understand the
people it serves
www.england.nhs.uk
• ALBs, CSUs & CCGs
• 5YFV
• NCMs
• STPs
• IPC (PHBs & IPBs)
• PACS
• SCRs
• MCPs
• BCF
• UEC
• ACC
• CCG IAF
The NHS is certainly changing – and
fast
• Vanguards
• Federated GPs
• Devolution
• Patient-Supported Self Management
• Patient Online
• Paperless NHS
• 111
• GP Pharmacies
• “7 Day Services”
• Right Care
• My NHS
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Where are
we now?
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National Surveys
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• Current National Surveys – feedback from c1.5 million people a year
• GP Patient survey
• Community & Mental Health survey
• Inpatient survey
• A&E survey
• Outpatient survey
• Maternity survey
• Cancer Patient Experience survey
• VOICES survey of Bereaved People
• Adult Social Care survey
• PROMS
• Staff survey
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Friends and Family Test
A measure and an intervention – not a
survey
20 million responses so far
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Insight &
Feedback
Less descriptive L
ess g
en
era
lisa
ble
Mo
re g
en
era
lisa
ble
More descriptive
In depth interviews
Experience Based
Co-Design
Focus groups
& patient forums
NHS Trusts
CCGs
Healthwatch
Patient organisations
Surveys
GP Patient Survey
Bereaved Voices
Cancer Patient Experience Survey
NHS Staff Survey
PROMs
Online reviews
& ratings
NHS Choices
Patient Opinion
IWantGreatCare
Care Connect
Patient stories
HealthTalkOnline
Patient Voices
Feedback tools
(kiosks, SMS, apps)
Examples include:
Hospedia
Synapta
Feedback apps
Social media
listening
Salesforce
Polecat
Healthberry
Public
Meetings
NHS Trusts
CCGs
Matrix of insight methods from Measuring patient experience: evidence scan Health Foundation, June 2013
Friends & Family Test
Complaints
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What matters more: having
robust data or making a
difference?
What is more effective: the
inpatient survey or FFT?
www.england.nhs.uk 10
A patient’s story means more when
set in context
My story…
This happened to one in five people
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Where do
we want to
get to?
www.england.nhs.uk 12
Data into action – noise to signal
www.england.nhs.uk
We want to move the NHS from a
data collection organisation to an
organisation that sees data as a way
to improve and learns the skills to do
so.
Put simply the NHS needs to be much
better at listening and acting on the
information it collects
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How will be
get there?
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Developing an Insight Network
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www.england.nhs.uk 16
Improving insight data presentation
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42% of 8-11 year olds said staff
didn’t play with them or do any
activities with them in 2014
Source: Children and
Young People’s
Survey, 2014
CARE ENVIRONMENT
17th March 2016 | Patient insight and feedback conference | NHS England
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Central insight data facility
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Linking insight to clinical data
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Medical recordsPatient-reported
outcomes
Clinical outcomesPatient
Experiences
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Moving from paper to digital
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Understanding how payment can be
attached to patient experience
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• How do we ensure that patient experience data is
seen in the same way as other system data?
• Have to use all the incentives and levers
• PROMs are already used to support Payment by
Results for hip and knee replacements
• Recent introduction of Quality Premium on overall
experience of making a GP appointment
• Using the right data
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It’s all our business
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National
Organisations NHS frontline staff
Commissioners
Policy makersVoluntary and
community sector
Patients, carers and
the public
Providers of
healthcare services
Suppliers
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How will
we know
when we
are there?
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How will we know when we are there?
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• Better availability
of insight
• Insight greater
than the sum of
its parts
• Using our insight
to greater effect
www.england.nhs.uk 25
Staff Survey Results
“Feedback from patients / service users is used to make
informed decisions within my directorate / department.”
12%
13%
38%
36%
28%
27%
10%
9%
4%
8%
11%
0% 20% 40% 60% 80% 100%
2014
2015Strongly agree
Agree
Neither agree nor
disagree
Disagree
Strongly disagree
Don’t know
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www.england.nhs.uk
Means nothing if nothing is done
