![Page 1: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/1.jpg)
![Page 2: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/2.jpg)
Putting people at the centre of communication
Dr Stewart LambieRaigmore Hospital, Inverness
![Page 3: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/3.jpg)
Wordle
![Page 4: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/4.jpg)
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
![Page 5: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/5.jpg)
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.
![Page 6: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/6.jpg)
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
![Page 7: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/7.jpg)
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
![Page 8: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/8.jpg)
Helpful or not?
0 1 2 3 4 5 60
5
10
15
20N
o. o
f res
pons
es
![Page 9: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/9.jpg)
Understanding
0 1 2 3 4 5 60
5
10
15
20N
o. o
f res
pons
es
![Page 10: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/10.jpg)
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
![Page 11: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/11.jpg)
50 Reasons Not To Change
![Page 12: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/12.jpg)
Other reasons not to change
• Financial cost• Green cost• Confusion/jargon• Confidentiality• Upsetting
• Quality of consultation• Quality of letter• Judgemental terms
![Page 13: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/13.jpg)
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
![Page 14: Putting people at the centre of communication](https://reader035.vdocuments.us/reader035/viewer/2022062310/56816269550346895dd2d93d/html5/thumbnails/14.jpg)
• Person-centred care needs patients to receive copies of letters about them
• Improvement Methodology works for spreading good practice