PATIENT EMPOWERMENT

Patient Representative Programme

Est. 1998

Beaumont Hospital

Presented by Angela Connolly

It Could be you!

Feeling disempowered

Healthcare Professional

Consumer

Patient

Feeling vulnerable

Not involved No dialogue

Disempowered

No Partnership

No Voice in the System

Patient Representative Programmemeans

Empowerment

• Learning from our customers• Taking a proactive Role• Providing a support & information

service to our patients and staff• Complaint Resolution• Negotiation & Mediation• Building trust

Our objectives

• To enable patients and families to obtain solutions to problems

• To work in partnership with our patients• To initiate change through analysis of data• To launch a Patient Representative policy• To support and train staff in complaint

resolution

Methodology

• Developed a Patient Representative Programme• Secured the co-operation of management, staff &

patients in order to implement same• Implemented an official Hospital Complaints

policy• Installed a customised software package• Agreed on a phased introduction• Promoted the programme throughout all

disciplines within the hospital

To Success

Why Change ?

• Our customers had no trust in the system

• Reluctance by staff to deal with issues at local level

• No patient participation in working groups

• Patients /staff were disempowered

Natural Progressionwas the introduction of a

Patient Consumer Panel- 2001

• Created a partnership of mutual trust and understanding between our patients & staff

• Gave a means to actively listen to and learn from our patients

• Enhanced dialogue• Enables its members to act as a

consultative body for senior management

Function of Patient Consumer Panel

• To provide a voice to our patients in the decision making process

• To introduce fresh thinking and possibilities for improvement

• To highlight issues of

importance attached to user needs

Some changes attributed to Group

• Improvements in facilities in A&E

• Better registration for patients with disabilities

• Improved seating arrangements in some clinics

• Breaking bad news.

2004Working in Partnership

• Patients involved in review of services

• Representation of patients on project groups

• Patient representation on Accreditation committees

Activity 1998 - 2003

507859

1077 12651526

4857

0500

100015002000

2500300035004000

45005000

1998 1999 2000 2001 2002 2003

R E S U L T S:

• Empowerment of patients and staff• Introduction of training programmes for

staff in conflict negotiation• Improved information and support for

patients and staff• Reduction of official complaints• Patient representation on committees• Patients now have a voice in the decision

making process

Complaint Resolution V Support

2004 - 6,397 cases

16% of activity = Complaint Resolution

84% of activity = Support/Information

1999 - 859 cases

46% of activity = Complaint Resolution

54% of activity = Support/Information

Feeling vulnerable

Not involved No dialogue

Disempowered

No Partnership

No Voice in the System

Empowerment allows our relationships to grow in strength