service pledge user involvement successes recognised model next steps angela spiers magny 18 may...
TRANSCRIPT
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Angela Spiers Magny
18 May 2009
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Breakthrough’s Service Pledge
“A tool to enable patients and healthcare professionals to work in partnership towards better local breast services.”
Localism Entitlements PPI
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Components
Service Pledge template
Collecting views on existing service
Partnership working
Improvement goals
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Service Pledge standards
Department of Health guidance
Clinical guidelines
Patient views
Service Pledge Advisory Group
Local standards
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
The aim
Healthcare professionals and patients work together to improve local breast cancer services.
Breast units produce a local Service Pledge which informs patients about the standards of care they can expect.
Breast cancer services improve at breast units as a result of the written local Service Pledge.
A culture of patient involvement and service improvement is established in participating breast units.
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Service Pledge sites: Pilot and second wave
Friarage, North Yorks
Scarborough
Lincoln, Boston, Grantham
Norwich
The Harley StreetClinic
Royal SurreyCounty
Prince Charles (Mid
Glamorgan)
University Hospital of
Wales(Cardiff)
Ipswich
Buckinghamshire
(Wycombe, Stoke Mandeville)
HullIsle of Man
Basildon
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Service Pledge sites: Third wave
West Middlesex (Hounslow)
Countess of Chester
Musgrove Park (Taunton)
Macclesfield
Frimley Park (Portsmouth)
Barnsley
Worthing
Western General (Edinburgh)
Bristol
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Involvement is key
Each site will…
Nominate and support a Pledge Lead who attend one day’s training
Recruit CAN members to carry out interviews who attend one day’s training
Breast unit review the national survey template and make local amendments
Through surveys, recruit two Patient Representatives
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Reviewing the existing service
• Questionnaire
• Based on Picker Institute model
• Evaluation of existing service, based on Service Pledge standards
• Adapted locally and posted to patients
Patient interviews
• 12 patients interviewed by Breakthrough CAN members
• 30 minutes per interview
• Interview prompts used, to allow patient to tell their story
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Agreeing improvement goals
Each site will…
• Discuss and agree improvement goals, in consultation with Patient Representatives
• Discuss survey and interview findings as an MDT
• Detailed action plans for each improvement goal prepared
• Patient representatives continue to support unit to achieve improvements and maintain focus
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Using involvement to enable service improvement
Information Accountability Influence
“It’s a tremendous boost to getting change to hear from patients, ‘these are the problems’.”
Breast Care Nurse
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Improvement goals
“To offer patients the opportunity to see a book of photographs showing the results of surgical treatment photographs showing the results of surgical treatment and reconstruction optionsand reconstruction options. This book will be produced by the Breast Care Team, the Photography and Graphics
team and with the help of our patients.”
“I saw [the results of] two different operations and this helped me decide what I wanted done…the book is up and running now and I have had my photos done and I have been included in it …it was done really carefully…and I had the opportunity to see them before they were included in the portfolio…No heads seen, no identifying
jewellery, really carefully done.”
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Key successes
Dedicated breast unit at Pilgrim Hospital and at Cardiff by 2010
Drop-in clinic in North Yorkshire community
Fully booked Look Good…Feel Better at The Harley Street Clinic
Doubling of weekly rapid diagnostic clinics at Norwich
Photographic guide to reconstruction at Royal Surrey County Hospital
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Key successes
A dedicated breast unit in Boston, Lincolnshire
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Recognition
One year on report: Included as a best practice case study and highlighted for our work on NHS environments
Shortlisted 2009 – results announced on 27 May
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Recognition
Involvement 2 Impact Awards: Runner-up in Partnership Working category
Improving Patients’ Experience best practice factsheet
“Having the backing of a large charity was invaluable in overcoming hurdles and gaining the interest of patients.”
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Secretary of State for Health, Alan Johnson welcomed Friarage Hospital’s Service Pledge for Breast Cancer saying:
"It is vital that patients are fully involved in shaping the health services they receive. Breakthrough Breast Cancer's Service Pledge for Breast Cancer is an excellent way of
involving both patients and health professionals in developing and improving local breast cancer services.
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
What they say
“It has been empowering and satisfying to work on
the goals of our local Service Pledge as it helps us to focus on what patients tell us they want from us
rather than what they get from us." Doreen Macaskill-Refaat, Breast Care Nurse and
Pledge Lead
“I wanted passionately to work with the Breast Care Team to ensure that through tailoring the Service
Pledge, having listened to patients' needs (of which I was one), we would together make that difference in the overall standard of care and support, to all those undergoing Breast Cancer treatment at the Harley
Street Clinic in future.”Patient Representative for the Harley Street Clinic
Service Pledge
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
What Next?
1. Further evaluation on impact
2. Updated Service Pledge template rolled-out to third wave sites Sept-Oct 2009
3. Scoping national roll-out:
- acknowledging role in commissioning cycle
- links with peer review
- links to cancer commissioning
- cross over with Cancer Reform Strategy (patient experience survey and commissioning)
4. Sharing as a model of best practice
• Service Pledge
• User involvement
• Successes
• Recognised model
• Next steps
Thank you
Further information please contact:
Angela Spiers Magny
Health Campaigns Manager