putting people at the centre of communication

Putting people at the centre of communication

Dr Stewart LambieRaigmore Hospital, Inverness

Wordle

Supported by

• Dept of Health 2003– “…all letters that help to improve a patient’s understanding of their

health and the care they are receiving should be copied to them as of right.”

• General Medical Council: Good Medical Practice– You must give patients the information they want or need to know

in a way they can understand.

– You must work in partnership with patients, sharing with them the information they will need to make decisions about their care

Caldicott two

• All communications between different health and social care teams should be copied to the patient or service user — there should be ‘no surprises’ for the patient as to who a record has been shared with.

Evidence-based

• Greater patient understanding and involvement• Considered “helpful” or “useful” by patients• Reduced inaccuracies• Increased trust, communication and relationships• Shared knowledge, more control • Relieves anxiety• Reminder of discussion and decisions• Acceptance of bad news, share with relatives

Listening to patients in Raigmore

• Four renal consultants

• One copies letters, others don’t (didn’t!)

• 26 patients no copy – 22 would like one

• 32 patients had a copy

Helpful or not?

0 1 2 3 4 5 60

5

10

15

20N

o. o

f res

pons

es

Understanding

0 1 2 3 4 5 60

5

10

15

20N

o. o

f res

pons

es

Like to receive letters followingall renal clinics?

0 1 2 3 4 5 60

5

10

15

20

25

30N

o. o

f res

pons

es

50 Reasons Not To Change

Other reasons not to change

• Financial cost• Green cost• Confusion/jargon• Confidentiality• Upsetting

• Quality of consultation• Quality of letter• Judgemental terms

What worked with colleagues?

• Local champion• Individual approach• Small scale tests of change

– 1 patient– 1 clinic

• Making it easy/hearing the patient voice– Request on front of notes

• Person-centred care needs patients to receive copies of letters about them

• Improvement Methodology works for spreading good practice