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  • Rt Hon Paul Burstow shares how getting the transfer of care right can support improved patient outcomes and experience - Picker Institute Europe
    play their part in ensuring that targets pricing and other incentives do not unintentionally create a barrier to integration Those localities which are doing most to improve transfers of care recognise that it is a system issue in which commissioners providers local government and the voluntary sector all have a vital role to play For example in one coordinated care partnership care homes trusts and GPs provide care and treatment at home and offer short term residential care to reduce avoidable hospital stays Mental health the voluntary and community sectors and housing are an integral part of this model v Involving patients and service users Healthwatch England recently found that 46 per cent of people in England did not think they were fully involved in decisions about their discharge from hospital Service users reported variation in how assessments for NHS Continuing Care are undertaken and lack of co ordination with their GP Lack of support following discharge can lead to readmission vi with negative consequences for the individual and the associated cost to the system Patients services users and carers must be at the heart of developing personalised approaches to care which work for them as individuals For instance in one London borough upon discharge from a mental health service people are allocated a navigator to support them individually for a period of 12 18 months A pilot showed a reduction in crises where regular contact with the navigator was maintained as well as shorter crisis episodes and reduced stays in secondary care vii Support closer to home A growing number of organisations are also developing projects in partnership with social care housing or the voluntary sector This projects deliver community care packages that include interim support solutions where a person is ready to be discharged but a care package is not yet in place Many providers also have discharge coordinators or care navigators acting as the point of contact for the patient and their family NICE is expected to recommend the creation of this role in all hospitals viii For example patients in one area of the West Midlands who may be suffering from mental health problems can access assessment support and advice from any of the acute hospitals 24 hours a day 7 days a week The rapid assessment interface and discharge RAID model was first piloted at a city hospital and has since been replicated around the country to help people receive care in the right setting and where appropriate closer to home ix The Commission provides a helpful insight in to tried and tested service coordination methods as well as new and emerging initiatives across the country I am grateful to those who have contributed to our work so far and look forward to sharing our findings The Right Place Right Time Commission is led by Rt Hon Paul Burstow and supported by NHS Providers the membership organisation for NHS foundation trusts and trusts To contribute or seek further information visit the website i QMR 16

    Original URL path: http://www.pickereurope.org/news/blog/getting-care-in-the-right-place-at-the-right-time/ (2016-02-12)
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  • Integration is a facilitator to effective care coordination, not the answer - Picker Institute Europe
    the tragic jumbo jet collision in Tenerife showed how hand over communications and process are key to safety Also for health service providers e g managers commissioners and regulators coordination covers both service to service communication and maintaining clinical outcomes within budget An accessible efficient patient friendly service is a well coordinated service The concept of Integrated Care is testament to this difference of perception While service restructuring is widely recognised within the health industry to support improved patient experience when we get it right achieving greater efficiency and value from healthcare systems it often means little to the patients it serves People ultimately want great streamlined care and coordination plays a large part in that Integration on the other hand is something they do not necessarily care about What matters most to them is the care provided is centred around them and coordinated in a way that supports a person centred experience with their wants and needs as the primary concern For example providing people with relevant information as and when they need it always including them in decisions about their care and maintaining an accurate care record so they are not expected to repeat their history every time they have a new appointment These are fundamental aspects of effective coordination that are not achievable through integration alone How can effective care coordination be achieved An accessible efficient patient friendly service is a well coordinated service It therefore stands to reason that tackling these three considerations will automatically improve care coordination This improvement does not have to be a complicated process but it does require thought and forward planning based on understanding a patient s entire care journey and not just each stop along the way A frequent and robust stream of service user observations and experiences will ensure patient experiences stays the focus of great care delivery Providing the feedback is obtained using an approach that begins by asking appropriate cognitively tested questions asked via a methodology platform relevant to the target audience whether that be SMS hospital TV units or tablet devices for example and then analysed to give robust accurate results that clearly identify problems and praise The data can then be used to find solutions to these issues and embed improvements For example if multiple patients feedback about excessive waiting times for specialist referrals after a GP appointment it allows service providers to work out why this is the case and find a solution Qualitative feedback can also be equally valuable when used to inform commissioning choices CCGs may on the surface be providing and tailoring services to each community group s needs and requirements but service user feedback may reveal avoidable glitches that show though quality care is available in reality it s unattainable E g If a translation service is provided for a specific ethnic minority group in the wrong dialect to the majority of the people in that community it is in effect useless and will not relay patient feedback correctly as

    Original URL path: http://www.pickereurope.org/news/blog/integration-is-a-facilitator-to-effective-care-coordination-not-the-answer/ (2016-02-12)
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  • Patient Opinion, CEO, talks about sharing patient experiences
    proud that we are still here after 10 years That definitely hasn t been easy I m proud we ve been able to share the stories of so many people including many who might otherwise be ignored mental health service users carers of people with dementia young people people with addiction problems I m proud that we are still here after 10 years That definitely hasn t been easy And I m proud that we ve been able to share the stories of so many people including many who might otherwise be ignored mental health service users carers of people with dementia young people people with addiction problems Some of the stories on Patient Opinion are heart rending in their intimacy rawness and honesty People who have been through very hard times I m proud we re able to carry those stories into the health and care system and touch people with them How does Patient Opinion work to support care quality improvement and public empowerment The essence of Patient Opinion is that stories and responses are public That s important because we don t necessarily know where the energy or insight for improvement might come from Perhaps the provider will act on feedback and perhaps they won t But others can such as the commissioner the regulator patient groups or specific members of staff or users of services Anyone can be an agent for change So by making feedback and responses public we create the possibilities of open learning and open action For example over 3 000 health care students are using stories from Patient Opinion in their courses That s a benefit which flows from the free donations of patients and carers By making feedback and responses public we create the possibilities of open learning and open action For example over 3 000 health care students are using stories from Patient Opinion in their courses That s a benefit which flows from the free donations of patients and carers Are you aware of changes in care practices that have come about as a result of feedback on patient opinion There are hundreds of changes logged on Patient Opinion often small simple things which are not hard to fix but make a difference to people experiences of a service Signage food letters leaflets cleaning Of course the bigger change and the bigger prize is a change in the culture of care That s hard to evidence but some of the services using Patient Opinion at a full therapeutic dose tell us it is happening What inspires you to keep doing what you do We re inspired daily by the stories people send us and the commitment of many staff up and down the country to use these to really make a difference For me the energy of Patient Opinion comes from the people using it What are the most common issues that people share with you The biggest issue by far is communication or the lack of it Most

    Original URL path: http://www.pickereurope.org/news/blog/patient-opinion-ceo-james-munro-talks-about-the-impact-publicly-sharing-patient-experiences-can-have-on-creating-possibilities-of-learning-and-open-action/ (2016-02-12)
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  • Blog - Picker Institute Europe
    charity Children and Young People Circles of Support collaboration Commissioning communication Community Mental Health Survey Cultural Change Dementia Election 2015 End of life care families Friends and Family Test Health and Social Care health and social care policy Healthcare Healthtalk org Healthwatch Oxfordshire Individual Clinician Feedback informed consent Inpatients Survey Internet Involvement ISQua Jeremy Corbyn Labour Labour Party Conference learning disabilities Long term Conditions maternity Maternity Survey Mental Health National Survey Programme NHS NHS England parents Partnerships patient experience Patient Experience Network Awards Patient feedback Patient Opinion PEN Person centred care Policy politics principles of patient centred care Quality Royal College Midwives Ruth Evans Safety self management service user feedback Shared Decision Making Sickle Cell Disorder Social Media Staff the King s Fund Transition Transparency Trends Waiting Times February 2016 January 2016 December 2015 November 2015 October 2015 September 2015 August 2015 July 2015 June 2015 May 2015 April 2015 March 2015 February 2015 January 2015 December 2014 November 2014 October 2014 September 2014 August 2014 July 2014 June 2014 May 2014 Dr Andrew McCulloch Giuseppe Paparella Steve Sizmur Bridget Hopwood Steve Bough Chris Graham Phil Stylianides Amy Tallett Vincent Coole Amanda Attwood Sir Donald Irvine CBE MD FRCGP FRCP

    Original URL path: http://www.pickereurope.org/blog/?author_guest=Rachel%20Coney;%20Chief%20Executive%20Healthwatch%20Oxfordshire (2016-02-12)
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  • Healthwatch Oxfordshire in action - Part two - Picker Institute Europe
    running focus groups for us We will absolutely need to be working really closely with them as we do any voluntary or statutory organisation What are your organisational priorities for the coming year Our visibility to children and young people and the organisations that support them is very low but we are tasked by the council in ensuring that children and young people have an effective voice at the children s trust board in Oxfordshire so raising and addressing that are key Over the course of the next 12 months we will be trying to model strong best practice for other people and organisations to follow It s an interesting one to me as the mother of teenage children as I think as a society we do not always trust young people enough nor make the time have the inclination to communicate with them effectively That was very clear in the recent national children s survey results 16 17 year olds can be enormously empowered and have an incredibly intelligent valuable amount to say and contribute we just don t invest the time and energy in facilitating that conversation so that it works For example the Children s Trust Board runs on school days during school time but somehow wants to engage young people with its outputs That s an immediate barrier not exactly young people friendly As we prioritise this area I ll be encouraging the staff here to go and talk to the children at Pegasus Youth Theatre where I know their young trustees play a really important and meaningful role in the governance and running of the theatre And I think we could all learn a lot from organisations like that who do it very well The Children s Trust Board runs on school days during school time but somehow wants to engage young people with its outputs That s an immediate barrier not exactly young people friendly How can organisations like Healthwatch ensure that involvement and addressing public needs stays embedded in the cycle of rapid change This is well illustrated in some of the individual work projects I have mentioned Part of our work process is to actually say your consultation processes were not good enough you did not engage properly and this could have been avoided by We are trying to support and encourage local services to improve their consultation processes and use their patient feedback more effectively This includes facilitating networking opportunities for providers and commissioners which is unique to this Healthwatch at least I ve not come across another who takes the same approach Three times a year I bring together the Directors of Quality and all of the patient experience leads from all the major commissioners and providers in Oxfordshire and we share the service user and patient experience feedback that we have observed from each of our individual perspectives e g public health social care CCG ambulance services etc From pooling this intelligence we are then able to identify common

    Original URL path: http://www.pickereurope.org/news/blog/healthwatch-oxfordshire-in-action-part-two/ (2016-02-12)
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  • Blog - Picker Institute Europe
    People Circles of Support collaboration Commissioning communication Community Mental Health Survey Cultural Change Dementia Election 2015 End of life care families Friends and Family Test Health and Social Care health and social care policy Healthcare Healthtalk org Healthwatch Oxfordshire Individual Clinician Feedback informed consent Inpatients Survey Internet Involvement ISQua Jeremy Corbyn Labour Labour Party Conference learning disabilities Long term Conditions maternity Maternity Survey Mental Health National Survey Programme NHS NHS England parents Partnerships patient experience Patient Experience Network Awards Patient feedback Patient Opinion PEN Person centred care Policy politics principles of patient centred care Quality Royal College Midwives Ruth Evans Safety self management service user feedback Shared Decision Making Sickle Cell Disorder Social Media Staff the King s Fund Transition Transparency Trends Waiting Times February 2016 January 2016 December 2015 November 2015 October 2015 September 2015 August 2015 July 2015 June 2015 May 2015 April 2015 March 2015 February 2015 January 2015 December 2014 November 2014 October 2014 September 2014 August 2014 July 2014 June 2014 May 2014 Dr Andrew McCulloch Giuseppe Paparella Steve Sizmur Bridget Hopwood Steve Bough Chris Graham Phil Stylianides Amy Tallett Vincent Coole Amanda Attwood Sir Donald Irvine CBE MD FRCGP FRCP FMedSci Previous 1 of

    Original URL path: http://www.pickereurope.org/blog/?author_guest=Rachel%20Coney,%20Chief%20Executive%20Healthwatch%20Oxfordshire (2016-02-12)
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  • Blog - Picker Institute Europe
    People Circles of Support collaboration Commissioning communication Community Mental Health Survey Cultural Change Dementia Election 2015 End of life care families Friends and Family Test Health and Social Care health and social care policy Healthcare Healthtalk org Healthwatch Oxfordshire Individual Clinician Feedback informed consent Inpatients Survey Internet Involvement ISQua Jeremy Corbyn Labour Labour Party Conference learning disabilities Long term Conditions maternity Maternity Survey Mental Health National Survey Programme NHS NHS England parents Partnerships patient experience Patient Experience Network Awards Patient feedback Patient Opinion PEN Person centred care Policy politics principles of patient centred care Quality Royal College Midwives Ruth Evans Safety self management service user feedback Shared Decision Making Sickle Cell Disorder Social Media Staff the King s Fund Transition Transparency Trends Waiting Times February 2016 January 2016 December 2015 November 2015 October 2015 September 2015 August 2015 July 2015 June 2015 May 2015 April 2015 March 2015 February 2015 January 2015 December 2014 November 2014 October 2014 September 2014 August 2014 July 2014 June 2014 May 2014 Dr Andrew McCulloch Giuseppe Paparella Steve Sizmur Bridget Hopwood Steve Bough Chris Graham Phil Stylianides Amy Tallett Vincent Coole Amanda Attwood Sir Donald Irvine CBE MD FRCGP FRCP FMedSci Previous 1 of

    Original URL path: http://www.pickereurope.org/blog/?author_guest=Luis%20Carrasqueiro,%20Chief%20Executive%20healthtalk.org (2016-02-12)
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  • Part two – healthtalk.org on mental health experiences, international impact and plans for the future - Picker Institute Europe
    as it is very easy for us to share it Next year we will host and be able to compare experiences of depression in the UK USA and Australia Health systems are different but people are people We can see what is different and what things are common regardless of location It is possible to soon be able to do comparative studies of people s patient experiences around the world Which is going to be academically very interesting Most of our visitors now come from the US 41 UK 39 while Australia and Canada represent 5 each and the rest is the rest of the world but mainly English speaking nations We get traffic from all over the world India Portugal I myself was in Portugal when I first found healthtalk org looking for information about my father s condition and treatment What has been your organisational highlight so far and why We ve taken a couple of big organisational steps in recent years that have been really important Corporate relationships We have set up a relationship with a corporate organisation a first for this charity because it s not in the healthcare sector but a life insurer Legal and General They want to help their claimants to understand their own conditions better so their staff will be able to recommend healthtalk org Their staff will also be able to use our site to manage their own health better There are other uses e g managers can understand what their staff might be going through e g if they have cancer It s potentially a very impactful programme and we are really proud Of everything the thing I am proudest of is all the little bits of feedback we get every day What really cheers us up is that tens of thousands of people use our website every day And once in a while they get in touch and tell us why People power Of everything the thing I am proudest of is all the little bits of feedback we get every day So you know it turns out it s not actually the money that really matters of course it is crucial no charity can survive on air but it s not why we all do what we do What really cheers us up is that tens of thousands of people use our website every day And once in a while they get in touch and tell us why For example we had a teenager get in touch who had been suffering from depression for a long time and her parents just didn t get it She was feeling really isolated She found the website sat her parents down and played them videos of other teenagers with depression and let them watch and listen to their words and experiences to understand what she was going through She ended her message to us with you saved my life Making an impact like that touches you and it s a great

    Original URL path: http://www.pickereurope.org/news/blog/part-two-healthtalk-org-on-mental-health-experiences-international-impact-and-plans-for-the-future/ (2016-02-12)
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