PEN Awards Webinar Series 3 of 6

#PENNA2015 #PatExp
What’s working well
in patient
experience?
PEN Awards Webinar Series
29th September, 12 - 1pm
13th October, 12 - 1pm
3rd November, 12 - 1pm
#PENNA2015 #PatExp

patientexperiencenetwork.org
#PENNA2015 #PatExp
LOUISE BLUNT
Head of Operations
Patient Experience Network
WELCOME
What’s working well in patient
experience?
PEN Awards Webinar Series

#PENNA2015 #PatExp
Webinar content – 13th October 2015
Welcome and introduction
• Louise Blunt - PEN Launch of the Winning Principles and overarching
Framework
• Sue Lear - NHS Arden Commissioning Support Homeless Hospital Discharge
Programme
• Mary McKenna MBE - Captive Health Patient Connect and Staff Connect:
Innovation for the NHS
Questions

#PENNA2015 #PatExp
Welcome to the UK’s leading awards event that recognises
Patient Experience excellence
Wednesday 11 March 2015
PEN National Awards 2014
Re:thinking the experience
LET’S CELEBRATE A YEAR OF SUCCESS

#PENNA2015 #PatExp
Intention and Outlook
• Passion and determination
• The most successful initiatives are driven by an individual or team with a
firm belief in what they are doing, and the need to invest time and
money to make it happen and bring about change.
• Broadening perspectives
• A key milestone for success is supporting and educating fellow
professionals to look beyond their own situations and embrace and
adapt work going on elsewhere.
• Keeping it simple
• Making initiatives easy for people to understand and adopt is crucial.
Clear communication, posting results and evidencing improvements
encourages engagement and continuation with projects.

#PENNA2015 #PatExp
Organisational Support
• Culture
• Creating a culture where everyone is engaged in patient experience and
understands the role they have to play in improving it is vital to success.
All successful initiatives are delivered by teams, not individuals.
• Management
• Senior level support is often key to the success of a project. The best
results are seen where improving patient experience is encouraged and
prioritised by management.
• Leadership
• Clinical and senior management leadership, particularly in the form of
empowering staff to identify, develop and implement changes is key to
sustainable improvement.

#PENNA2015 #PatExp
Evidence & Impact
• Financial impact
• It is clear that positive patient experience pays dividends, and our most
successful entries demonstrate how time and financial investment in
well thought out projects can yield an excellent return.
• Building professional relationships
• Working in partnership with teams within and outside your
organisation, as well as with volunteers and other groups is key to
ensuring ongoing success in spreading and embedding positive practice.
• Spread and sustainability
• Evidencing sustainability and transferability are key to success.
Demonstrating how initiatives have been or could be adapted provides
an opportunity to share and embed successful practices.

#PENNA2015 #PatExp
Questions?
#PENNA2015 #PatExp

Homeless Hospital Discharge
Programme
Celebrating Success
Sue Lear - NHS Arden Commissioning
Support
@ardengem @Mazzarine80

Homeless Hospital
Discharge Programme
Sue Lear – Transformation Partner
@ardengem

A vulnerable group of patients
Six times more likely to attend A&E
Four times more likely to be admitted to hospital
Stay in hospital three times longer
70% discharged without housing or care needs being
met
Clinicians don’t want to discharge back into
homelessness
Resulting in revolving door attendances

A partnership with the third sector
We embarked on a joint Homeless Hospital Discharge programme to
improve outcomes for homeless patients throughout Coventry and
Warwickshire.
Our combined objective was to design and implement a scheme which would:
• improve awareness and understanding of the needs of homeless people
• facilitate access to appropriate care
• broker relationships with other voluntary and local government organisations
• minimise the likelihood of re-attendance at A&E
• ensure patients weren’t discharged back into homelessness.

The navigator, broker approach
NAVIGATOR BROKER
Part of the hospital
discharge team
Community based
• Proactively identify
homeless patients
• Establish their
ongoing care needs
• Access to flexible
funds
• Housing support
and/or
accommodation
Working together, the navigators and brokers find out
what help is available and what barriers may need to be
addressed.

Delivering positive outcomes
Using the broker frees up clinical time
Earlier identification of homelessness
More efficient, quicker and better planned discharge
Less likelihood of readmission
Positive feedback from hospital staff
Holistic advice to patients on the full range of
support services available
Patients aren’t discharged back into homelessness
or without appropriate support

A sustainable solution
Training of NHS staff to improve awareness and
understanding of homeless individuals
The skills and knowledge have been embedded
within local hospital discharge teams
The navigator/broker model can be easily
replicated in other areas of high homelessness
Strong partnership working with third sector
organisations has been developed

"It has been really great here. I mean Kath really went out of her
way for me to begin with and now I’ve got my own key worker who
is continuing the process. And I think, I have to like thank the
hospital for that, for getting the right person for the job."

By providing this group of patients with the right
support we can achieve a huge impact on both their
health and social outcomes
In summary…
We have improved outcomes for over 150 people in
a vulnerable group of patients that get little specific
attention
The approach is sustainable – it embeds skills and
knowledge into discharge teams

Thank you for listening.
Any questions?

Patient Connect and Staff
Connect: Innovation for the NHS
Celebrating Success
Mary McKenna MBE - Captive Health
@CaptiveHealth @AndrewCockayne

Engaging in completely new ways

Mary McKenna is a Non-Executive Director at
Captive Health.
In the 2014 New Year’s Honours Mary was awarded
the MBE for services to digital technology,
innovation and learning.
Andrew is a strategist with specialist expertise in
customer insight, performance and change.
He spent 10 years leading services through change
as a senior manager in the NHS and in Social Care
and now runs Captive Health.

Unlock savings by providing people with the information
they need to make better decisions.

Better information…
36% of patients with a long-term condition, over
5.5 million people, disagree that they were given
helpful information about their condition when
they were first diagnosed
21% of patients, representing over 3.2 million
people, disagree that they have enough
information to feel confident in discussing
decisions about their care with their doctor
29% of patients, over 4.4 million people, feel that
their views are not taken seriously by their doctor

Better Care…
Good information and clinicians’
ability to support this make up the
two pillars of the ‘House of Care’
The Five Year Forward View outlines three steps to empowering patients:
1. “Improve the information to which people have access – not only clinical advice, but also
information about their condition and history… including digital & technology strategies”
2. “Do more to support people to manage their own health – staying healthy, making informed
choices of treatment, managing conditions and avoiding complications”
3. “Increase the direct control patients have over care that is provided to them… making good
on the promise to give patients choice over where and how they receive care”

Better Outcomes…
Informed patients are better patients in
terms of clinical, quality of life and even
financial outcomes.
Better informed patients use services,
when needed, more effectively. They
tend to choose less invasive
interventions which are less expensive,
have fewer side effects and are often
safer.
They possess a higher level of self-
confidence, get healthier more quickly
with reduced anxiety, and have a higher
level of compliance with their (chosen)
treatments.
www.captivehealth.co.uk/knowledge

Welcome to your
User Journey
Referral
i
What to
ask
Treatment
Diagnosis

Personalised alerts triggered by event, date,
geolocation or completion of survey
+ =

Unlimited surveys, data warehousing, automated
reporting and more

Fully content-managed, a secure universal app
for the NHS

Wanless: A fully engaged
public will engender a £30bn
saving for the NHS.Reduced
costs
Patient
engagement
Listening to
patient
voice
Cultural and
behaviour
change
Culture of
engagement
Caring
environment
Clinicians who are alert to patient feedback have
greater awareness of their own performance and
are likely to deliver a higher quality of care.

A reduction in sickness absence
by 0.1% across the NHS could
save £34,941,722 - the full time
equivalent of 1,364 staff.
NHS organisations with higher levels
of employee engagement have higher
patient satisfaction.
Reduced
staff
turnover
Staff
engagement
Employee
wellbeing
Resilience
to change
Culture of
engagement
Caring
environment

Five more Tuesdays, five more webinars…
http://www.captivehealth.co.uk/webinar-2015/
Amy Maclean, Head of Patient Experience, Birmingham Women’s
NHS FT
Jo Wood, Head of Organisational Development, the Ipswich Hospital
NHS Trust
Mark Duman, Founder, Patient Information Forum
Nigel Marriott, Chartered Statistician and Data Scientist, Royal
Statistical Society Fellow
Mary McKenna MBE, Social Entrepreneur and Non-Executive
Director at Captive Health

Captive Health
Listening  Hearing  Responding
www.captivehealth.co.uk

#PENNA2015 #PatExp
Thank you
#PENNA2015 #PatExp

PEN Awards Webinar Series 3 of 6

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