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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