andy williamson ppi-2013

AVOIDING FEELING

HELPLESSAndy Williamson

Musician • Kidney Patientasw@bigbuzzard.co.uk • @bigbuzzard

These slides at: www.slideshare.com/bigbuzzard

Afgani interpreter for British armyMohammed Rafi

HottakUK Border Agency/Home Office

after many weeks ‘could find no evidence’

~ vs ~

BBC NewsnightJeremy

Paxman: “It took us 20 minutes!”

From my consultant in

Devon yesterday…

“We had a PPI group here.

¡It was a disaster!”

Meetings are not the only way

http://www.kidneypatientguide.org.uk/newBB/viewforum.php?f=2

or bit.ly/kpgforum

#waitrosereasons@DuncanPringle: I shop at Waitrose because I like the money off Yacht fuel vouchers #waitrosereasons

@jamescoakes: I shop at Waitrose because everyone on our estate does. Even the gamekeepers. #waitrosereasons

I shop at Waitrose because the parking spaces are big enough for one’s Range Rover yah? #waitrosereasons”

www.renalpatientview.org (from The Renal Association http://www.renal.org/rixg )

Renal Patient View

A quote from www.biomedcentral.com/1472-6947/12/87

Staff ratings of the system were as positive as those from patients. 82% felt that it had altered patient care for the better, 0% for the worse. 74% felt that it had improved patients’ confidence in their care. 95% felt that it had no effect on the length of consultations. 

Comments from users

I felt like a pest keeping ringing the hospital for my results after I had attended clinic – I now feel that my results belong to me.

… one of the best innovations I have encountered in the NHS … in my 50yrs involvement”

Patients don’t always take in what the medics say, and to be able to take time to read it properly in the comfort of your own home is wonderful!

Renal Patient View (2)

More quotes from patients:

I feel much more relaxed about my transplant when I know my results from my clinic appointment so quickly.

On behalf of my mother, thank you so much for the patient view system” (of patient in her 70s)

I don’t show it to my mum, it would worry her (17 year old patient)

a great service – especially for the ‘yo-yo’ generation who seem never to be in the same place for more than a few days … a lot of stress is removed, and the instant access is great

… it enables me to have a blood test a week before my Consultant’s appointment and see the results – allowing a far more informed discussion of treatment

How can you help patients to AVOID FEELING

HELPLESS?Andy Williamson

Musician • Kidney Patientasw@bigbuzzard.co.uk • @bigbuzzard

That was last year…

Don’t listen to me, watchwww.childrensfire.com

(13 minute video)

Seems it’s all about changing

‘The Culture’

“Dr, Tell Me The Truth”

Observations on a Duty of Candour

or,

The economic case for ’fessing up and putting things right without getting

lawyers involved

I’ve learned a lot from

Including why we ‘must’ have economic growth, at any price – but that’s another story…

Much of what follows…

2 x 30 minute programmes, presented byProf. James Reason, still online:

http://www.bbc.co.uk/programmes/b01cc1q4

Or

http://bit.ly/doctortellmethetruth

Paradox at heart of patient safety

Medicine is one of the most error-provoking disciplines known to man.

But medical training assumes perfection / infallibility

Two kinds of Doctor:

Those who have harmed a patient

&

Those who WILL harm a patient

Two US Examples

Military hospital in Lexington, Kentucky

The Michigan Model…

The Michigan Model

Created by Chief Risk Officer Rick Boothman and Chief of Medical Affairs Darrell Campbell who say:

“Our approach can be summarized as:

‘Apologize and learn when we’re wrong, explain and vigorously defend when we’re

right, and view court as a last resort.’ ”

Results

implemented many clinical improvements as a result of review of incidents, complaints and near-misses

empowered our staff to speak up

number of claims and lawsuits has dropped dramatically ( >260 down to < 100 )

average legal expense per case down by >50%

malpractice premiums are practically level, despite increases in our clinical business

And in the NHS?

Liam Donaldson – ex Chief Medical Officer

“1 in 10 patients suffer some kind of error in their care”

What's needed:

Take responsibility when something goes wrong

Apologise

Try to make it up

It’s Car Insurers’ fault!

People need to learn that:

Saying “Sorry” is NOT an admission of liability

…back to ‘the culture’

It’s not just about

‘Duty of Candour’…

Andy Williamson

Kidney transplant patient and musician

asw@bigbuzzard.co.uk

@bigbuzzard