B7: Developing soft skills in collaboration with patients

Tuesday 16 May | 13:15-14:30

Format: Workshop
Stream: Improvement methods
Content filters: Features discussion of improvement methodology;  Responses to the Covid-19 pandemic

Session chair: Katrine Kirk, Patient Safety Champion, Patients for Patient Safety (WHO)


PART ONE – Care at end of life in ICU – what matters to patients matters to staff!

The pandemic caused huge moral distress for staff working in ICU. By using QI methodology, we used a staff survey to identify factors that aggravated the distress, breaking it down into modifiable and non-modifiable factors. By employing small tests of change with prescribing, staff education, engagement of all members of the team including clerical and housekeeping staff, we found that improving care also has the collateral benefit of peer support and improving staff wellbeing. 

After this session, participants will be able to: 

  • Use a reductive approach to a complex problem and identify modifiable and non modifiable factors

  • Use value based listening to improve care and peer support 

  • Engage all members of a team to collaborate to work towards a shared goal

​​Dr Radha Sundaram, NHS Greater Glasgow and Clyde, Scotland


PART TWO – Building capacity to understand the patient, and yourself 

Engaging with patients is an everyday occurrence in the healthcare system. We know from research that the perspective of the meeting can vary between the expert’s and the patient’s perspective. We also know that if the patient’s perspective is taken into consideration, there is a better chance of good patient outcomes. Therefore an education programme was designed and evaluated using a new theoretical concept – Mentalyzing.  

In the session the learning outcomes, effects and reflections from the participants’ perspectives of the education programme will be presented.

After this session, participants will be able to: 

  • Understand what mentalizing is as an theoretical model for patient encounters

  • Know the theory behind mentalyzing and mentalyzing communication 

  • Appreciate the effect of the education programme on participants’ counselling abilities, job satisfaction and patient experiences

Charlotte Verner Rossing, Pharmakon, Danish College of Pharmacy Practice, Denmark

Christina Fogtmann Fosgerau, University of Copenhagen, Denmark