domain 4: patient experience | presentation to medical directorate | july 20131 friends and family...
TRANSCRIPT
Domain 4: Patient Experience | Presentation to Medical Directorate | July 20131
Friends and Family Test
NHS England South region
January 2014
Friends and Family
Test update
ContactPaul Johanson
Tel: 07766 367019
Email: [email protected]
Daniel Cox
Tel: 07794 264242
Email: [email protected]
FFT – Friend or Foe?• A cuckoo in the Patient Experience/Patient
Engagement nest?
• A ‘must do’ – but if we think that’s all it is will we be missing an opportunity?
• Putting patient feedback and patient experience centre stage
• National profile and massive government support
• FFT is a tool that we have to learn how to use.
• Used correctly it could be an important lever in a revolution in healthcare
The ‘Golden Circle’ (Simon Sinek)
HOW
WHAT
WHY
Friends & Family Test – the bigger picture• We need to cultivate a new relationship with patients based
on partnership, shared expertise and collaboration rather than the traditional model of a powerful expert delivering ‘cures’ to a passive and powerless patient
• We need to reframe how we see people who live with health problems and use services: they have crucial knowledge and untapped potential which is essential to the design and delivery of modern, effective and affordable healthcare
• FFT as a part of a suite of patient experience data and feedback
• FFT question as a catalyst for rich conversation, promoting dialogue throughout the system
Friends and Family Test – national picture
• A key priority for NHS England
• Announced by the Prime Minister 25 May 2012
• FFT is the advance guard for patient experience
• Qualitative data will be where the value is as the focus moves away from numbers…’measuring the hugs’
• Great progress overall have been achieved:
- Integration of FFT into wider patient experience
- Continually improving response rates across the region
……but still a long way to go!
Across NHS England (South)
•Led by Director of Nursing, Liz Redfern.
•Paul Johanson, Patient Experience Manager, linked to all Area Team leads and National Programme Board
•National Strategic Projects team (Daniel Cox, South Regional Relationship Manager) handing over programme management responsibility to NHS England by end January 2014
•New programme management arrangements to be in place by end of January 2014
Headlines and milestones - 1• First Draft Guidance Shared with Providers and Suppliers
• 90 day pilots started 1st October 2013
• FFT in maternity services commenced 1st October 2013
• One million FFT responses
• Second phase pilots - ‘invitation to bid’ now open! and aiming to commence by end of February 2014
• 2 reviews underway: Cabinet Office and NHS-E: a comprehensive, full-scale review undertaken by Ipsos-Mori
Headlines and milestones - 2• Second phase pilots to report through Spring 2014
• New FFT guidance publication for all work-streams into a single cohesive document by Spring 2014
• 2014/15 CQUIN guidance – now available:- Commissioners will need to be assured that their providers are on track to have fully implemented the staff Friends and Family Test from 1 April 2014. - Providers will need to ensure that they can provide staff Friends and Family results from 1 July 2014 at the latest that meet the national guidance. - Commissioners and providers will need to put in place implementation plans for rolling out the patient Friends and Family Test to other areas during 2014/15- Providers will need to ensure that they can provide patient Friends and Family results from 1 October 2014 as per the national guidance.
Headlines and Milestones - 3Locally managed work-streams:
• Implementation guidance Spring 2014
• To have implemented by the end of December 2014:
Mental Health, Community Services and GP Practices
• To have implemented by the end of March 2015:
Primary care (including Pharmacists, Opticians, Dentists), Ambulance services, Acute outpatient and Day Case
Friends and Family Test
Questions and Answers
Samantha Riley: Director of Insight, NHS-E
Paul Johanson: Regional Patient Experience Manager
Gill Brook: Assistant Director of Nursing, BGSW Area Team
Daniel Cox: Regional Relationship Manager
Roundtable discussion: FFT rollout planning
Consider how you will roll-out the remaining work-streams across your local health economy:
• What are the risks, barriers and opportunities to FFT implementation?• Who in your health economy should be involved and/or informed?• How can you most effectively use your resources in the implementation of FFT?
Working with Providers?....opportunities for partnerships? Pooled delivery?...can we do things together? Local capability and capacity?...do we have the right resources? What additional support might you need?....Awareness and engagement?...who should we be talking with?