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www.scottishhealthcouncil.org
Working Together Towards Better Participation in Health Services
www.scottishhealthcouncil.org
Emotional Touchpoints
A visual way of helping people share their experience.
Can be used to engage and consult with people as
well as to evaluate/improve service.
Let’s give it a go:
1) Think about your last experience with health
services and select an ‘emotion’ card which best
describes how you feel/felt.
2) Tell the group what card you have chosen and
describe your reason behind choosing that card.
www.scottishhealthcouncil.org
The Scottish Health Council • The NHS Reform (Scotland) Act 2004
created a legal duty on NHS Boards to
involve patients and the public in planning
and developing health services
• The Scottish Health Council was
established in 2005 to promote Patient
Focus and Public Involvement within the
NHS.
• A Committee of Healthcare
Improvement Scotland
• A local office in every NHS Board area and
a National office based in Glasgow.
• Our role is to improve how the NHS involves
people in decisions made about health
services.
www.scottishhealthcouncil.org
What do we do?
Scottish Health Council
Supporting local patient and community
organisations to be involved in the
planning and delivery of health services.
Support Health Boards to
continuously improve their PFPI practices
and methods
Monitor how Health Boards involve patients and the
public in planning and delivering
services
Government guidance on
engaging people in service change and development in the NHS (CEL 4 2010)
Dedicated Service Change team to
support Boards in applying the
guidance
www.scottishhealthcouncil.org
Guidance & Drivers
Informing Engaging Consulting
www.scottishhealthcouncil.org
Why Should You Be Interested?
www.scottishhealthcouncil.org
Why Involve People?
What are the benefits of Participation?
Person Centred:
• Promotes patients and public views
• Improves communication and understanding
• Shared decision making and better services.
Equitable:
• Reducing non-attendance for appointments
• Improving patient experience
Timely:
• Involving service users to improve patient pathways to
get the right service at the right time is a key benefit.
www.scottishhealthcouncil.org
Why Involve People?
Safe:
• Improves hand hygiene promotion
• Reducing rates of healthcare associated infections
Effective:
• Empowering patients with greater knowledge
• Improving access and choice
• Improving staff and patient satisfaction
Efficient:
• Getting it right first time by involving patients is sound
business practice and a key measure of efficiency.
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Risks of Not Involving People
• Services don’t meet the needs of patients
• Patients cannot access services as don’t
understand them (lack of information)
• Disengagement with services
• Apathy and mistrust
• Protests
• A rise in complaints/campaigns
• Exaggerated media coverage
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What reasons might there be to
change services?
• Patient feedback
• Demographic changes
• Workforce
• Patient safety
• Land and buildings
• National policy and standards
• Financial
• Integration etc, etc
www.scottishhealthcouncil.org
Scottish Government Guidance
Informing, Engaging and Consulting-CEL4 (2010)
• Covers all types of service change, including pilots,
contracted services, regional and national arrangements
• Sets out process and general principles for NHS Boards to
follow
• Approach taken should be proportionate to the level of
service change proposed
• Specific requirements for major changes – formal public
consultation, Scottish Health Council report, Cabinet
Secretary approval
• Independent Scrutiny Panel for some major changes
www.scottishhealthcouncil.org
Additional within the CEL 4
• The duty of public involvement covers all
Health Boards
• Equality Impact Assessment of process and
proposal
• Option appraisal
• Governance arrangements
• Focus on evaluation
www.scottishhealthcouncil.org
Key stages in process
Planning Informing Engaging
Consulting Board
meeting Ministerial approval
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Scottish Health Council Role
• for all changes: advice and support with:
– developing involvement and communication plan
– involving and supporting people throughout the
process
• for major service changes: all of the above plus:
– quality assuring process as it develops
– assessing process and reporting to Boards
and Ministers
www.scottishhealthcouncil.org
Guidance principles
• Engage people at the outset of service review
• Engagement must be inclusive and
transparent
• Process must be robust
• Approach taken should be proportionate to
the level of service change proposed
www.scottishhealthcouncil.org
Paragraph 37 of CEL 4 (2010)
An inclusive process should encourage and
stimulate discussion and debate.
While it may not result in agreement and support for
a proposal from all individuals and groups, it should
demonstrate that the NHS listens, is supportive and
genuinely takes account of views and suggestions.
Ultimately, Boards should demonstrate that there
has been a wide ranging consultation, which has
taken all reasonable steps to take account of
differences of view.
www.scottishhealthcouncil.org
Recent service changes
• Lightburn Hospital, NHS Greater Glasgow and
Clyde
• Clinical Services Review, NHS Greater Glasgow
and Clyde
• Primary Care Out-of-Hours, NHS Lanarkshire
• Centre for Integrative Care, NHS Lanarkshire
• Old Age Psychiatry, NHS Lanarkshire
• Health and Care Services on Mull and Iona, Argyll
and Bute
www.scottishhealthcouncil.org
Participation Review Function
• Our Participation Review function examines
how NHS Boards are involving people in
services.
• Using the Participation Standard, they collect
systematic, comparable information on how
NHS Boards engage with patients and the
public.
• Supporting NHS Boards to use the
Participation Standard to improve the way
they work with patients and the public.
www.scottishhealthcouncil.org
Participation Network
The Participation Network is based on the
premise that sharing knowledge benefits
everyone.
Key aims include:
• A gateway service for NHS Boards to share
good practice and develop new approaches to
involving people.
• Influencing the development of national policy.
• Producing standards and guidance
www.scottishhealthcouncil.org
Participation Toolkit
A collection of 32 tried and tested
tools for effective public
engagement.
Helps to support the delivery of
PFPI activities.
Local Officers can deliver tailored
training sessions on some of the
tools to support your work.
www.scottishhealthcouncil.org
What do you want to do?
• Leaflets, Exhibitions, Written documents, Focus groups, Public Meetings
Inform - Giving Information
• Questionnaires, Surveys, Emotional Touchpoints, Patient diaries, Users’ panels
Engage – getting information
• Process mapping, Public meetings, World Cafe, Remote Services Future Game
Consult – ongoing engagement and dialogue
• Planning for real, Citizens’ juries, Electronic voting, Ask me 3, Teachback
Empower – partnership working
• After Action Reviews, Patient diaries, Mystery Shopping, Citizens’ juries
Evaluate – review of process
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Patient Diaries
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What are they?
• Patient diaries are a record of events throughout a
patient’s healthcare experience.
• Patient diaries can include information on:
- events, timings and actions.
- comments about feelings relating to the experience
(what went well/could be better).
- personal emotions about the disease, staff attitudes,
the environment etc.
• Patients or carers can be offered different options for
completing a diary
• It’s a useful technique to look at the detail of the patient
and/or carer's view of a service.
www.scottishhealthcouncil.org
Why use them?
• Information from returned diaries can be used to
identify emerging themes.
• Themes can be shared with a range of services
covering the patient journey and across
organisational boundaries.
• Learning from experience should influence service
improvement and redesign.
PROs
Flexible method which can be adapted.
Useful for recording patient journey through
different services.
People have control over the information they
provide.
But,
The representativeness
of the findings will
depend on the quality of
the recruitment process
www.scottishhealthcouncil.org
Step 1: Purpose and plan
What has prompted the use of patient diaries, how will
patients be selected and how will patient feedback be used?
Draft plan to identify responsibilities, resources and timescales.
Step 2: Design and pilot diary format.
Find the right format and questions
Test out diary
Step 3: Recruit patients to complete diary
If possible, ask people in person, and provide information on the
project, discuss how people want to get involved and how patient
feedback will be used.
Step 4: Running the project
Allow sufficient time and provide support.
Obtain consent and maintain confidentiality.
www.scottishhealthcouncil.org
More Participation Tools
• e-Participation Toolkit
• Evaluating Participation
Toolkit
• Patient Participation
Groups Guides
VOiCE
Analyse
Plan
DO
Review
www.scottishhealthcouncil.org
Local examples of our work
• Provide support and assistance to St Vincent's
Hospice to establish a Community Voices Group in
line with their Participation Policy.
• Support Public Involvement Forums to develop and
improve via our PPF Network.
• Gather views from members of the public to ensure
these views influence health services eg, Scottish
Government National Review of GP Out of Hours
Services.
• Provide proactive and tailored support for NHS
Boards using tools developed by SHC and others eg
Specialist Children’s Services.
www.scottishhealthcouncil.org
How Can We Work Together? Here are some ways the Scottish Health Council
can support you:
• Provide a range of approaches for sharing information and
engaging with members of the public.
• Share relevant resources and information including the
Participation Toolkit.
• Assist with communication and evaluation tools to support
development.
• Link to relevant networks and organisations.
• Highlight good practice from colleagues across Scotland.
• Provide practical support with facilitation of focus groups
and meetings, carrying out surveys and evaluating patient
engagement activities.
www.scottishhealthcouncil.org
Future areas of work...
Whole
System
Approach
to
Listening
www.scottishhealthcouncil.org
Further information
Visit our website:
www.scottishhealthcouncil.org
Contact our Greater Glasgow
and Clyde local office:
44 Florence Street
Glasgow
G5 0YZ
Tel: 0141 429 7545
Email: [email protected]
Follow us on Twitter: @SHCGlasgowClyde
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