The Renal Experience Eileen McBrearty A quality service focuses on PersonCentred Care and Support National Standards for Safer Better Healthcare 2012 This takes into account the needs and preferences of service users and ID: 274743
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Slide1
Patient Engagement:The Renal Experience
Eileen McBreartySlide2
A quality service focuses on Person-Centred Care and Support
(National Standards for Safer Better Healthcare 2012).
This
takes into account the needs and preferences of service users and
involves service users.
It means having the patient voice heard at every level of service.
The goal is for patient partnership in their own care and in the processes of designing and delivering care.
Slide3
Patient Engagement refers to:
The
knowledge, skills, ability and willingness of patients to manage their own health and care.
The culture of the health care organization that prioritizes and supports patient engagement.
The active collaboration between patients and providers to design, manage and achieve health outcomes.
A growing body of evidence clearly shows that
patients
who engage with their health care providers have much better clinical
outcomes
and that
health care organizations
that emphasize patient engagement can improve productivity and patient satisfaction
. Slide4
This
initiative was
designed to complement existing patient consultation, to be part of the HIQA focus on patient safety and other quality initiatives.
Recommendation from NHS reports – patients should be present and involved at all levels of healthcare organisations.
New approach for participating staff to enhance facilitation and listening skills.Slide5
Why Patient Engagement in Renal?
For Our Patient:
To
hear from
patients
about the
renal service
they
receive
in Beaumont Hospital.
To
listen to patients in a different environment where staff and patients are more equal partners, where every opinion counts
.
To give the patient a “voice
”
For patients to share
and exchange experiences of
the hospital
and
renal journey.
In order to improve this
patient
experience and quality of
care.
To give a different angle on care delivered and
received.Slide6
For Our Staff
To
listen and learn from patients and their family experiences of the
service
in
Beaumont Hospital.
To reach a fuller understanding of the patient journey from the patient perspective
.
To gain a baseline of
the renal
service from the
viewpoint of
our patients,
their families
and the community
groups.
To energise and motivate
staff.Slide7
For advocacy and community groups to hear feedback from the patient and family, with these aim to improve patient care/their service.
Beaumont Hospital is committed to patient engagement and learning from patients experiences
.
It
is a priority for
Beaumont Hospital
at a strategic level.
Information shared will be used in the road mapping and development of future TUN service.Slide8
When it all began….
Our first Patient Engagement meeting on July 22
nd
2014
Committee members
:
Petrina
Donnelly DNM, Veronica Francis CNM3 Haemodialysis,
Angela
Bagnall
Mary T
Murphy Eileen
McBrearty
- Patient Care Co-ordinators
Oonagh
Smith
Dietician
Marion
Stacey St Peters ward
Transplant
Co-ordinators
Abi
Armstrong Home
Therapies
Olive McEnroe and Ruth
O’Malley - Ambulatory Care Nurses
Catherine Mulcahy Eileen Linehan - Clerical support
Margaret Hanna Nurse Counsellor
Dr Colm Magee Consultant Nephrologist
Slide9
What
is goodHow we could improvePatient/Family/Community ideas
suggested
Patient
selection
divided into 5 modalities
and letters of invite
sent.
Date
set for
20th October 2014
Consultation and Support of Quality and
Standards,
Learning
&
Development and Organisational Development
Departments.
Briefing
session with facilitators and
renal
staff week
before.
Debriefing session held with MDT the week of
workshop.Slide10
What did we expect?
Expected criticism of the health services, of the hospital & the directorate
Expected
some negativity
Expected transport issues to
dominate
Concern
about staff reaction to the feedback
Expected
some positives given the strength of the relationship between patients & staff over a long period
Expected the feedback to be more confined to TUN directorateSlide11
On the day38 patients and
families on the day Advocacy group, Satellite Haemodialysis and
PHNs
from the community
Senior management attended on the day and TUN MDT
including:
Catering, HCA, Chaplaincy, Pharmacy, OT, Physio, Medical, Nursing
and Patient Representatives officeSlide12
Facilitator and scribe at each table
Graphic artist capturing discussions and depicting same on posters
Informal environment established
MDT staff where possible did not sit at table of the area they worked in. Slide13
3 conversations held relating to the experience of the service:
Before you came into hospital: Experience during your stay in hospital
What it was like on leaving the hospital and aftercareSlide14
Pre hospital experienceAccess to treatment
Access to health care professionalsWaiting timesProvision of Information
Participation in self care
Any other areas which patients feel are importantSlide15
Patient and family experience in Beaumont
Reflecting the entire journeyCommunicationParticipation in self careDiagnostics
Catering
Confidentiality
Dignity and Respect
PrivacySlide16
Discharge from Beaumont
Patient participation and self careInformation given to patient/familyFollow up post dischargeServices provided
Links to other servicesSlide17
What we got on the Day?
Extremely energised, relaxed, feel-good vibe in the room, great openness, positive buzz in the room.
Incredible turnout of patients, family and MDT
staff.
Well supported by Senior Management & Medical
Leadership.
Buzzing conversations at every
table.Slide18
Before coming into hospital
Beaumont books, website and videos very useful, be aware of presumed knowledge
Buddy system
Renal Day Care great service
Streamlining processes/workup,
OPD waiting times and transplant waiting times
Communication – mixed
feedback,
IKA great resource
“
GP’s
don’t understand renal”, slow referrals to NephrologySlide19
Experience during stay in hospital
Felt well supported and safe and sense of being cared for
Good education, questions encouraged
Accessing renal service directly in Beaumont could be frustrating, use of regional hospital or ED can be
difficult
Food – could be improved, difficult on renal diet
Car parking very expensive
Magic curtain of silence
Environmental
Medical jargon
Hardworking staff with low turnover, consistency key for CKD population
Emotional supportSlide20
What it was like on leaving the hospital and aftercare
“felt at sea”, “alone”
No PHN follow
up
Good information given
Family aware of supports available, out of hours
telephone
service
Community physio wait times
Being aware of medication changes
Renal Day Care fantastic service
Rejection episodes frightening Slide21
Themes Emerging:
Community/Hospital
interface
: need for greater engagement & education for GPs & PHNs
Earlier referrals
Self
Care:
improving empowerment
of patient &
family, Buddy System
Access to
Information and Education
Communication
Importance of
Emotional
Support
Transport and parking issueSlide22
What I learned on the daySlide23
What I learned on the daySlide24
What can I do differently after today
Keep positive, emphasise what a person CAN doNutrition
– Review catering menu in hospital
Increase Peer support
– give as much support to each other as possible, allow patients to network
Importance of Communication
– good communication is vital throughout the journey, need to treat patients as individuals Slide25
Post discharge
– build better links with the community, identify
point of contact for donors post
discharge to home
Education and Information
- more
engagement days/ value of education workshops run, the importance
of self
care
Recognise the dynamic backgrounds
of patients and variety of
feelings
Importance of listening
and good communicationSlide26
Since then……
TUN:Nutrition: link in with catering, Nutrition workshop, rerun cooking evenings
Education: increased our education workshops to 4 a year, rerunning transplant information evening, planning an overview of our education pathway next year
Peer Support network to be enhanced
Beaumont:
Put forward CKD education for the GP Education Day
January 2015
Aim to improve PHN links and resolve issues, suggested PHN Education Day for 2015
Raised the car parking issue to managementSlide27
Feedback to Patients/ Staff
Display of posters in the hospitalLetters of feedback to patientsAttend staff meetings/wards to update on workshop and future developments
Raise awareness