session 3: participation and improvement€¦ · hand and wrist fractures –creating a virtual...

Session 3:

Participation and Improvement

Foundations in care experience: Module 4

• Share perspectives on the contribution of service users to

improvement

• Explore service user roles in improvement activities

• Examples of influential service user contribution

• Reflect on the management of expectation

• Consider the presence of tension and conflict

Session overview

Foundations in care experience: Module 4

Groups 6 x 6

Choose two examples of improvement work you can share

Take 30 minutes to:

1. Describe the aims

2. Explain how service users were involved in each example

3. What you learned

4. Reflections on what you might do differently

5. Get ready to share your stories

Nominate an ambassador

Each ambassador conducts 3 visits to learn from a new island – get ready to report back – what will you take from each visit?

Learning together

Foundations in care experience: Module 4

Diplomatic reports

Foundations in care experience: Module 4

Practice: examples of involvement in

improvement

Foundations in care experience: Module 4

Hand and wrist fractures – creating a virtual clinic

Foundations in care experience: Module 4

• Involvement from a

complaint

• Delays in treatment

• Introduction of a virtual

fracture clinic

• Surveys

• Text and website

information

• Exchange Network

• Follow-up calls (pain)

• Observation of care

Non-invasive ventilation – Improving experience

Foundations in care experience: Module 4

• Chronic obstructive pulmonary

disease

• Understanding experience

• Managing expectations

• End-of-life care

• Interviews

• Video – more patient voices

needed

Preparing people for surgery – use of online tools

Foundations in care experience: Module 4

• Oesophagogastric cancer

• Online platform to prepare

people for surgery

• Use of technology – the

interest in apps

• User testing – navigation,

level of detail, ways of

talking about emotional

support

Institute for Health Improvement

Improving the participation process

Foundations in care experience: Module 4

Introducing the National Involvement Standards

Foundations in care experience: Module 4

• Principles What are our values and how do we work together?

• Purpose Why we are doing this?

• Presence Who needs to be involved and why?

• Process What do we need to do together and why?

• Impact What difference does it make and for whom?

Domains of 4Pi

Foundations in care experience: Module 4

• Service users and carers offer unique insights into the experience

of treatment and care

• Be clear about setting and managing expectations and roles

• Be prepared to evolve and adapt together

Explore

Co-design

Test

Spread

Capture reflections as you proceed, don’t wait until the end of the

work

Learning points

Foundations in care experience: Module 4

• Be clear about the goal and purpose of engagement and

involvement

• Engagement and involvement are not new and are influenced by

many factors including research evidence

• Ask rather than tell – co-design is desirable as a way to minimise

tokenism

• Engagement and involvement are the foundation from which to

understand experience

Learning points from the day

Foundations in care experience: Module 4