Neil Churchill, National Director for Patient Experience, NHS England - presentation from For Later Life conference, 25th April For more information: www.ageuk.org.uk/forlaterlife

1. Delivering Change in the New NHS
Giving older patients a
positive experience of care

2. Compassion in Practice
Reducing health inequalities
The strategic framework

3. The new system

4. 4
Overarching indicators
Ensuring that people have a positive experience of care
4a Patient experience of primary care
i GP services
ii GP Out of Hours services
iii NHS Dental Services
4b Patient experience of hospital care
4c Friends and family test
Improvement areas
Improving people’s experience of outpatient care
4.1 Patient experience of outpatient services
Improving hospitals’ responsiveness to personal needs
4.2 Responsiveness to in-patients’ personal needs
Improving access to primary care services
4.4 Access to i GP services and ii NHS dental services
Improving women and their families’ experience of maternity services
4.5 Women’s experience of maternity services
Improving the experience of care for people at the end of their lives
4.6 Bereaved carers’ views on the quality of care in the last 3 months of life
Improving experience of healthcare for people with mental illness
4.7 Patient experience of community mental health services
Improving children and young people’s experience of healthcare
4.8 An indicator is under development
Improving people’s experience of accident and emergency services
4.3 Patient experience of A&E services
Improving people’s experience of integrated care
4.9 An indicator is under development *** (ASCOF 3E)
Outcomes to improve

5. 79
72
49
35
44
83
65 62
72
88
77
56
46
38
27 26
59
34
44
57 60
43
0
20
40
60
80
100
AUS CAN FR GER NETH NZ NOR SWE SWIZ UK US
Medical home No medical home
Scale of challenge

6. Friends & Family Test
Full coverage across all NHS services by March 2015
Everyone over the
age of 16, at or within
48 hours of discharge
From April 2013
-
A&E & inpatients
Who? When?Where?
Women (age to be
confirmed) From October 2013
-
Maternity services
“as rapidly as possible thereafter for all those using NHS services “ (The Mandate,
Nov 2012)
Reported and published monthly
Monthly Friends and Family Question for Staff

8. Themes for improvement
Age Agenda
People living with frailty
Outcomes in key disease
areas
Patient involvement
Avoidable harm
Shift to preventative
services
Domain Strategy
People living with frailty
Diagnosis and intervention
Patient involvement
Avoidable harm
Preventative care

9. Patient Experience
Response to Francis
Relational Care
* Shared decision-making
* Communication
* Emotional support
Integration
* Information
* Co-ordination
Involvement
Standards
Capacity building
Improvement
Measurement

10. Progress brings challenges

11. Working together
neilchurchill@nhs.net
@neilgchurchill