Using Insight to Improve Quality

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1 Using Insight to Improve Quality Dan Wellings, Head of Insight and Feedback

2 What does insight mean? 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 2

3 Any service needs to understand the people it serves 3

4 The NHS is certainly changing and fast ALBs, CSUs & CCGs 5YFV NCMs STPs IPC (PHBs & IPBs) PACS SCRs MCPs BCF UEC ACC CCG IAF Vanguards Federated GPs Devolution Patient-Supported Self Management Patient Online Paperless NHS 111 GP Pharmacies 7 Day Services Right Care My NHS

5 Where are we now?

6 National Surveys 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 6

7 Friends and Family Test A measure and an intervention not a survey 20 million responses so far

8 Less generalisable More generalisable Less descriptive More descriptive Surveys GP Patient Survey Bereaved Voices Cancer Patient Experience Survey NHS Staff Survey PROMs In depth interviews Experience Based Co-Design Friends & Family Test Feedback tools (kiosks, SMS, apps) Examples include: Hospedia Synapta Feedback apps Insight & Feedback Focus groups & patient forums NHS Trusts CCGs Healthwatch Patient organisations Complaints Online reviews & ratings NHS Choices Patient Opinion IWantGreatCare Care Connect Public Meetings NHS Trusts CCGs Social media listening Salesforce Polecat Healthberry Patient stories HealthTalkOnline Patient Voices Matrix of insight methods from Measuring patient experience: evidence scan Health Foundation, June 2013

9 What matters more: having robust data or making a difference? What is more effective: the inpatient survey or FFT?

10 A patient s story means more when set in context My story This happened to one in five people 10

11 Where do we want to get to?

12 Data into action noise to signal 12

13 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

14 How will be get there?

15 Developing an Insight Network 15

16 Improving insight data presentation 16

17 CARE ENVIRONMENT 42% of 8-11 year olds said staff didn t play with them or do any activities with them in th March 2016 Patient insight and feedback conference NHS England Source: Children and Young People s Survey, 2014

18 Central insight data facility

19 Linking insight to clinical data Patient-reported outcomes Medical records Clinical outcomes Patient Experiences 19

20 Moving from paper to digital 20

21 Understanding how payment can be attached to patient experience 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 21

22 It s all our business National Organisations Commissioners Voluntary and community sector NHS frontline staff Providers of healthcare services Policy makers Patients, carers and the public Suppliers 22

23 How will we know when we are there?

24 How will we know when we are there? Better availability of insight Insight greater than the sum of its parts Using our insight to greater effect 24

25 Staff Survey Results Feedback from patients / service users is used to make informed decisions within my directorate / department % 36% 27% 9% 11% Strongly agree Agree 4% Neither agree nor disagree % 38% 28% 10% 8% Disagree Strongly disagree Don t know 0% 20% 40% 60% 80% 100% 25

26

27 Means nothing if nothing is done

28 Thank you and we look forward to working with you

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