using insight to improve quality - king's fund...• stps • ipc (phbs & ipbs) • pacs...

www.england.nhs.uk

Using Insight

to Improve

QualityDan Wellings, Head of Insight and Feedback

www.england.nhs.uk

What does insight mean?

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• “The capacity to gain an accurate

and deep understanding of

someone or something” - OED

• Using qualitative and quantitative

data to inform what we do

• Using whatever data sources we

have - not just surveys but a

whole range of market and social

research techniques and the

patient voice

• Everyone’s business

“The most important single

change in the NHS in

response to this report would

be for it to become, more

than ever before, a system

devoted to continual learning

and improvement of patient

care, top to bottom and end

to end”

A promise to learn – a

commitment to act

The Berwick Report

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Any service needs to understand the

people it serves

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• ALBs, CSUs & CCGs

• 5YFV

• NCMs

• STPs

• IPC (PHBs & IPBs)

• PACS

• SCRs

• MCPs

• BCF

• UEC

• ACC

• CCG IAF

The NHS is certainly changing – and

fast

• Vanguards

• Federated GPs

• Devolution

• Patient-Supported Self Management

• Patient Online

• Paperless NHS

• 111

• GP Pharmacies

• “7 Day Services”

• Right Care

• My NHS

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Where are

we now?

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National Surveys

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• Current National Surveys – feedback from c1.5 million people a year

• GP Patient survey

• Community & Mental Health survey

• Inpatient survey

• A&E survey

• Outpatient survey

• Maternity survey

• Cancer Patient Experience survey

• VOICES survey of Bereaved People

• Adult Social Care survey

• PROMS

• Staff survey

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Friends and Family Test

A measure and an intervention – not a

survey

20 million responses so far

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Insight &

Feedback

Less descriptive L

ess g

en

era

lisa

ble

Mo

re g

en

era

lisa

ble

More descriptive

In depth interviews

Experience Based

Co-Design

Focus groups

& patient forums

NHS Trusts

CCGs

Healthwatch

Patient organisations

Surveys

GP Patient Survey

Bereaved Voices

Cancer Patient Experience Survey

NHS Staff Survey

PROMs

Online reviews

& ratings

NHS Choices

Patient Opinion

IWantGreatCare

Care Connect

Patient stories

HealthTalkOnline

Patient Voices

Feedback tools

(kiosks, SMS, apps)

Examples include:

Hospedia

Synapta

Feedback apps

Social media

listening

Salesforce

Polecat

Healthberry

Public

Meetings

NHS Trusts

CCGs

Matrix of insight methods from Measuring patient experience: evidence scan Health Foundation, June 2013

Friends & Family Test

Complaints

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What matters more: having

robust data or making a

difference?

What is more effective: the

inpatient survey or FFT?

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A patient’s story means more when

set in context

My story…

This happened to one in five people

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Where do

we want to

get to?

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Data into action – noise to signal

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We want to move the NHS from a

data collection organisation to an

organisation that sees data as a way

to improve and learns the skills to do

so.

Put simply the NHS needs to be much

better at listening and acting on the

information it collects

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How will be

get there?

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Developing an Insight Network

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www.england.nhs.uk 16

Improving insight data presentation

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42% of 8-11 year olds said staff

didn’t play with them or do any

activities with them in 2014

Source: Children and

Young People’s

Survey, 2014

CARE ENVIRONMENT

17th March 2016 | Patient insight and feedback conference | NHS England

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Central insight data facility

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Linking insight to clinical data

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Medical recordsPatient-reported

outcomes

Clinical outcomesPatient

Experiences

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Moving from paper to digital

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Understanding how payment can be

attached to patient experience

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• How do we ensure that patient experience data is

seen in the same way as other system data?

• Have to use all the incentives and levers

• PROMs are already used to support Payment by

Results for hip and knee replacements

• Recent introduction of Quality Premium on overall

experience of making a GP appointment

• Using the right data

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It’s all our business

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National

Organisations NHS frontline staff

Commissioners

Policy makersVoluntary and

community sector

Patients, carers and

the public

Providers of

healthcare services

Suppliers

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How will

we know

when we

are there?

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How will we know when we are there?

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• Better availability

of insight

• Insight greater

than the sum of

its parts

• Using our insight

to greater effect

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Staff Survey Results

“Feedback from patients / service users is used to make

informed decisions within my directorate / department.”

12%

13%

38%

36%

28%

27%

10%

9%

4%

8%

11%

0% 20% 40% 60% 80% 100%

2014

2015Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly disagree

Don’t know

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Means nothing if nothing is done

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Thank you and we

look forward to

working with youdan.wellings@nhs.net

ENGLAND.Insight-Queries@nhs.net