E6: Using patient feedback to lead improvement

Friday 29 March
13:15 – 14:30

Part A: Patient and family feedback: A catalyst for meaningful person-led improvement

This session will demonstrate how you can effectively empower care teams to make person led improvements within their own practice based on the insights from patient and family care experience feedback and embed this way of working day to day.

In this session you will hear about a simple improvement approach from care teams who have transformed how they find out about and use what matters to people to improve their relational and clinical care.

After this session, participants will be able to:

1. Define the key components of the Real-time and Right-time care experience improvement model
2. Describe how applying these models can improve outcomes for service users and reliably deliver improvements based on feedback
3. Consider how these models might be applied and utilised within their own setting

Diane Graham, Improvement Advisor for Person-centred Care, Healthcare Improvement Scotland; Scotland

Part B: Critical patient insights from the Same Day Feedback program at Stanford Health Care.

Health care organizations now integrate patient feedback into value-based compensation formulas. This presentation will review Stanford Health Care’s Same Day Feedback, a program designed to improve the patient experience. Specifically, how did patients interviewed in the program assess their physicians? Furthermore, how did assessments differ, if at all, when interviewed by volunteer Patient and Family Partners versus hospital staff? Delegates will learn insightful patient perspectives of physician care in a novel hospital program.

After this session, participants will be able to:

1. Identify new communication tools to meaningfully engage patients
2. Recognize quality implications for patient engagement programs
3. Evaluate their own organizational patient experience programs

Sandro Luna, Medical Student, Columbia University Vagelos College of Physicians and organisation Surgeons; USA

Part C: The Danish way – Patients and healthcare professionals improving healthcare together in Psykiatry

Systematic patient engagement and use of data are essential elements of Denmark’s new National Healthcare Quality Program established 2016. The session will with reference to the national program, present active user involvement in all phases of establishing and using patient
reported outcome measures. Examples build upon a national project, PRO-Psychiatry, which is nested in the Danish National Quality Registries. Patients voice is the guiding principle in PRO-Psychiatry with user involvement in topic selection, formulation and selection of PROMs
and indicator set, practice test and evaluation of results and scientific reporting.

After this session, participants will be able to:

1. Understand the role of PROMs in establishing a patient empowering
and data driven national healthcare quality program
2. See patients as equal partners in working with PROM
3. Involve patients in all developmental stages of establishing PROM

Solvejg Kristensen, Post Doc, Aalborg University Hospital – Psychiatry & Aalborg University; Denmark