using insight to improve quality - king's fund...• stps • ipc (phbs & ipbs) • pacs...
TRANSCRIPT
www.england.nhs.uk
Using Insight
to Improve
QualityDan Wellings, Head of Insight and Feedback
www.england.nhs.uk
What does insight mean?
2
• “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
www.england.nhs.uk 3
Any service needs to understand the
people it serves
www.england.nhs.uk
• 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
www.england.nhs.uk
Where are
we now?
www.england.nhs.uk
National Surveys
6
• 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
www.england.nhs.uk
Friends and Family Test
A measure and an intervention – not a
survey
20 million responses so far
www.england.nhs.uk
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
www.england.nhs.uk
What matters more: having
robust data or making a
difference?
What is more effective: the
inpatient survey or FFT?
www.england.nhs.uk 10
A patient’s story means more when
set in context
My story…
This happened to one in five people
www.england.nhs.uk
Where do
we want to
get to?
www.england.nhs.uk 12
Data into action – noise to signal
www.england.nhs.uk
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
13
www.england.nhs.uk
How will be
get there?
www.england.nhs.uk
Developing an Insight Network
15
www.england.nhs.uk 16
Improving insight data presentation
www.england.nhs.uk
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
www.england.nhs.uk
Central insight data facility
www.england.nhs.uk
Linking insight to clinical data
19
Medical recordsPatient-reported
outcomes
Clinical outcomesPatient
Experiences
www.england.nhs.uk 20
Moving from paper to digital
www.england.nhs.uk
Understanding how payment can be
attached to patient experience
21
• 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
www.england.nhs.uk
It’s all our business
22
National
Organisations NHS frontline staff
Commissioners
Policy makersVoluntary and
community sector
Patients, carers and
the public
Providers of
healthcare services
Suppliers
www.england.nhs.uk
How will
we know
when we
are there?
www.england.nhs.uk
How will we know when we are there?
24
• Better availability
of insight
• Insight greater
than the sum of
its parts
• Using our insight
to greater effect
www.england.nhs.uk 25
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
www.england.nhs.uk
www.england.nhs.uk
Means nothing if nothing is done