using the national patient experience improvement framework · an evidence-based framework centred...

www.patientexperiencenetwork.org

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PEN celebrating the

achievement of Patient

Experience Excellence

patientexperiencenetwork.org

Louise Blunt

Let a thousand flowers bloom

Using the National Patient Experience

Improvement Framework:

Head of OperationsPatient Experience Network

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Areas for today


Using the framework in practice

Using the national framework to establish how far patient experience

is embedded in leadership, culture and operational processes

Understanding the CQC Patient Experience domains

Closing the patient experience loop – providing feedback to

demonstrate responsiveness and continuous learning


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Introducing PEN

Our mission is to recognise, share and

celebrate best practice in patient

experience and to measure, embed

and sustain this for

on-going improvement.


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Introducing PEN

Recognition

and Awards

Best Practice

and Case

Studies

Networking

and

Collaboration

Accredited

Learning

Benchmarking

Thought

Leadership

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Three truths of patient experience

• Improving it isn’t easy or simple!

• It’s both the what and the how

• It can be difficult to measure well

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What does it take to improve?

• Leadership

• A strategic vision clearly and consistently communicated

• Involvement of patients and families

• Care for the caregivers through a supportive work

environment

• Systematic measurement and feedback

• Quality if the built environment

• Supportive technology

Shaller D (2007) Patient centred care, what does it take?

Cultural

Factors

Infrastructure &

Environment

Measurement

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Introducing the National Patient Experience Improvement Framework

An evidence-based framework centred around Care

Quality Commission key themes to enable board and

senior teams in providers to continuously improve the

experience of patients

Providers can use the framework to promote senior-level

discussion of the factors such as leadership and culture

that underpin an ability to improve patient experience. The

framework integrates policy guidance with the most

frequent reasons CQC gives for rating acute trusts

‘outstanding’.


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Indicators to compare your baseline for quality improvement

The following indicators have been identified to help you improve in the following

areas:

• leadership

• organisational culture

• collecting feedback — capacity and capability to effectively collect feedback

• analysis and triangulation — the use of quality intelligence systems to

make sense of feedback and to triangulate it with other quality measures

• reporting — to use patient feedback effectively by learning from it to drive

quality improvement


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CQC Inspections


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Rating by CQC Domain

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Emerging themes



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Using the framework


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The assessment tool Leadership (for patient focus)

8 Characteristics further divided into 21 suggested requirements

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The assessment tool cont’d

Repeated for:

Capacity and capability to effectively collect feedback

4 Characteristics – 13 suggested requirements

Analysis and triangulation


Using patient experience to drive quality improvement and

learning


Reporting and publication


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Assessment tools

Hold up a mirror and ask….Is this Good Enough?

Establish current position

It’s not about dwelling on the past but learning from it

Identify what you are aiming for – ‘if you don’t know where you are going any road will

do’

Map the steps for improvement and act on them

Make sure it’s working as expected

Communicate – in a way the audience understands

Learn from others (ask PEN for examples!)

Plan Do Check Act


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PENNA 2018

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Other useful resources

The following resources may be useful:

Benchmarking

• PexCheck (PEN)

• Ipsos Mori

• Institute of Customer Service

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Other useful resources -ICS Model for World Class Service

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Other useful resources

The following resources may be useful:

Standards

• NICE

• Macmillan

Other

• Patient Experience Headline tool

• PEN – Case studies (PENNA) and newsletter

• ALWAYS events

• Heartbeat – Language of Caring

• Patient Experience Library

• NQB

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Maya Angelou

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”


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Thank you!

To find out more please contact:

Louise Blunt

+44 (0)7811 386632

[email protected]

@PEN_NEWS #PatExp

using the national patient experience improvement framework · an evidence-based framework centred...

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