EdgeTalks, March 3 2017, The DNA of Care: the importance of listening to staff stories

‘The DNA of Care’: the importance of listening to staff stories

Karen Deeny and Pip Hardy

Improving care for everyone through reflective digital stories 3rd March 2017



Improving care for everyone through reflective digital stories 3rd March 2017www.patientvoices.org.uk/dnaoc.htm

www.england.nhs.uk

Welcome and introductions

Dr Karen DeenyHead of Staff ExperienceNHS England

@KarenDeeny1

Dr Pip HardyCo-founderPatient Voices Programme

@PilgrimPip




www.england.nhs.uk

Why are we here?

• to give you some background about The DNA of Care project

• to talk about the potential of digital stories to reveal important truths about the staff experience

• to share some stories with you• to hear from some storytellers• to inspire you to share your own stories




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#Exp4all #DNAofCare

Staff experience drives patient experience.

Focusing on this relationship could be the most important move for the healthcare system to make.




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Engaging staff

‘Employee engagement emerges as the best predictor of NHS trust outcomes. No combination of key scores or single scale is as effective in predicting trust performance on a range of outcomes measures as is the scale measure of employee engagement.’

Professor Michael West




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Put simply….two sides, one coin




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……even more simply

‘Both staff and patients need care, compassion and respect.’

Professor Michael West 2014




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The importance of kindness

‘I cannot emphasise enough how meaningful it was to me when care-givers revealed something about themselves that made a personal connection to my plight. The rule books, I’m sure, frown on such intimate engagement between care-giver and patient. But maybe it’s time to rewrite them.’

Kenneth Schwartz 2012




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A good story….

‘A good story is so much more than simply a good story - it’s a precious opportunity for learning, for reflection and for transformation.’




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Speaking to people’s feelings

‘Our main finding, put simply, is that the central issue is never strategy, culture or systems.

All those elements and others are important. But the core of the matter is always about changing the behaviour of people, and behaviour change happens in highly successful situations mostly by speaking to people’s feelings.’

Kotter, J P and Cohen, D S (2000)




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Stories make us human




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Whose experience?‘Statistics tell us the system’s experience of the individual, whereas stories tell us the individual’s experience of the system…’

Sumner, 2009




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Finding a voice

‘One of the hardest things in life is having words in your heart that you can't utter.’

James Earl Jones




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Patient Voicespatience, noun. calm endurance of pain or any provocation; perseverance

patient, adj. having or showing patience

voice, verb. give utterance to, express

Concise Oxford Dictionary, 1964




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The DNA of Care

‘The intertwined relationship between patient care and staff well-being has been likened to the double helix. And so the stories we tell each other are like the DNA of care, transmitting information and shaping cultures, offering learning opportunities and, sometimes, healing.’ Hardy and Sumner 2015




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What happened?

• Five workshops• 33 storytellers• 34 stories

• Reflection• Insight• Connection• Healing




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The workshops….




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The words in their hearts…




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Impermanence

Natasha Curran, 2016http://patientvoices.org.uk/flv/1028pv384.htm




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Introducing Natasha Curran




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Your thoughts and reflections




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Sharing and communication

‘It’s taken a lot of guts to share this deeply, and not hide behind our professional selves. It’s important for our colleagues and policy makers to know that it’s ok to share. This should help us all communicate better in the future.’




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Introducing Damon Kamming




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Touch

Damon Kamming, 2016http://patientvoices.org.uk/flv/1006pv384.htm




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Introducing Rachel Scanlan




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Stay

Rachel Scanlan, 2016http://patientvoices.org.uk/flv/1019pv384.htm




www.england.nhs.uk





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Connection and reconnection

‘It’s rare for me to feel I’ve made as much connection with as many people as I have this weekend.’

‘If we can connect with each other then there’s hope for the NHS.’

‘For me, it’s been so important to reconnect with why I came into healthcare.’




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What storytellers said

‘It restores my faith to meet people working in a vast range of settings who all share the same values and need for change, whether it be top down, bottom up, or just one contact at a time.It’s encouraging to think we are just one cohort among many going out into the world of the NHS that little bit better in every way for our shared experience, and both willing and able to share that improvement with others.’




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Transformation

‘People reach greater maturity as they find the freedom to be themselves and to claim, accept and love their own personal story, with all its brokenness and its beauty.’

Vanier 2004




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What next?

Experience of Care week 20th – 24th March 2017 #ExpofCare

Digital stories webinar March 2017 2.00pm – 3.30pm #ExpofCare




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Thank you

[email protected] @PilgrimPip

[email protected] @karendeeny1

www.patientvoices.org.uk

#PtExp

@PatientVoicesUK

#DNAofCare

www.patientvoices.org.uk/dnaoc.htm

Healthcare

EdgeTalks, March 3 2017, The DNA of Care: the importance of listening to staff stories