Who’s Who’s in Health Now NHS England North Angela Hamilton, Head of Patient & Public Voice Colin McIlwan, Head of Planning & Assurance October 2013 Patient and Information 2 NHS England vision is that Everyone has greater control of their health and their wellbeing, supported to live longer, healthier lives by high quality health and care services that are compassionate, inclusive and constantly-improving. 3 NHS England’s Directorates Chairman Prof Malcolm Grant Chief Executive Sir David Nicholson National Medical Director Sir Bruce Keogh Chief Operating Officer and Deputy Chief Executive Dame Barbara Hakin National Director: Commissioning Development Rosamond Roughton National Director for Patients & Information Tim Kelsey Chief Nursing Officer Jane Cummings Chief Financial Officer Paul Baumann National Director: Policy Bill McCarthy National Director: HR Jo-Anne Wass NHS England North Regional Director North of England Richard Barker Regional Directors Patients and Information Julia Hickling 5 Medical Mike Bewick Regional Directors Nursing Gill Harris Commissioning Julie Higgins Finance Tim Savage Human Resources and OD Sally Baines Operations and Delivery John Develing NHS England North: Region & Area Teams Richard Barker North region John Lawlor Cameron Ward Chris Long Richard Jones Andy Buck Mike Burrows Clare Duggan Moira Dumma 6 Eleri de Gilbert Patient and Information Team For the first time, information, technology and communications functions in the NHS have been brought together in one place to facilitate excellence in transparency and participation 7 National Patients & Information National Director for Patients & Information Tim Kelsey Support Team Director of Intelligence & Strategy Chris Outram 8 Director of Customer Relations John Coulthard Director of Communications (interim) Roger Davidson Director of Strategic Systems & Technology Beverley Bryant Director of Patient & Public Voice & Information Giles Wilmore Regional Patients and Information Regional Director Patients & Information Julia Hickling Communications CSU Communications services to Area Teams Head of Intelligence Janet King Head of Systems and Technology Trevor Wright Head of Patient & Public Voice Angela Hamilton Programme Support Team Senior Manager - Claire Swithenbank Support Manager - Lali Torrents PA to JH / Support Officer - Razia Wilson 9 Head of Communications Caroline Radford Intelligence Supporting people to make the best decisions they can 10 Data quality Data access - Data inventory - Data standards - Linked Data - Improved access to routine primary care data - NHS Assurance and support - New care.data platform for commissioners - New proposals for Information Governance - More Transparent, Open Data - Code for health Evidence of benefit - Focus on evaluation of impact on outcomes and efficiency of better use of data and transparency Systems and Technology Promoting customer service and growth Delivering a paperless NHS NHS Electronic booking will be re-launched as an apps-based system in a new vision for a customer-focussed NHS in Spring 2013. NHS England will work to end paper referrals by the end of 2015. 11 Making the NHS a global leader in technology and life sciences innovation NHS England will develop proposals to make access for technology and life sciences entrepreneurs easier and will work with the local authority in Leeds to investigate the feasibility of a technology enterprise cluster in the city. Patient and Public Voice Putting the citizen at the heart of the NHS 12 Insight Involvement - Friends and Family test roll out to Acute trusts by April 2013 and then primary care - Comprehensive real time plan for patient feedback published by April 2013 - Provide support and assurance for high quality deployment of market research tools among CCGs - New Civil Society Assembly - New social media network for patient groups - Provide support and assurance for world class patient and public participation by CCGs Patient empowerment - A programme to support information as a health service to be published by April 2013 to promote self-care, health literacy and health champions Customer Relations Giving the patient control and choice when they want it 13 Digital information services Patient feedback and networks - Launch a new customer service platform – combining 111, NHS Choices and other channel services – to provide an accurate directory of services and a national point of access to the NHS -Provide assurance and support to local NHS in development of digital services - Develop a new offer to the public to be the ‘eyes and ears of the NHS’ by feeding back on their experiences in real time and connecting with other patients and members of the public Develop the NHS England patient ‘App’ store - Providing new tools to support patients access their own data and develop a range of convenient customerfocussed services including the ordering of repeat prescriptions online and booking appointments with the GP Customer Relations Putting the consumer digital revolution at the heart of the NHS A new customer service platform Transparency Participation This will mark a watershed in the adoption of digital technology in healthcare. It will provide a multi-channel point of access to information and services in the NHS. It will be the biggest online service of its kind • Service Directories • Provider Comparisons • NHS Choices condition information Transactions • Real time feedback through 111 • Patients Like Me networks • Civic Participation networks Participation Single Customer Platform • Online record access • Booked appointments • Repeat prescriptions 14 Transparency Transactions Patients and the public tell us 15 Transforming Participation in Health & Care Guidance • Developed by NHS England with a wide range of stakeholders and partners • Supports commissioners to improve individual and public participation and to better understand and respond to the needs of the communities they serve. • Highlights a range of ways NHS commissioners can fulfil their statutory responsibilities and seize the opportunity to deliver personalised and responsive care to all. • Is a starting point and NHS England will be working with partners to develop further resources to support commissioners to develop their approaches to both individual and public participation. This will include ‘bite size’ guides and regional events. 16 Friends and Family Test • Announced by Prime Minister in May 2012 • Improving Patient Experience Key Priority in White Paper ‘Equity and Excellence’ • Linked to Domain 4: Ensuring people have a positive experience of care in NHS Outcomes Framework • Friends and Family Test is a simple comparable test which when combined with follow up questions provides a mechanism to identify poor performance and encourage staff to make improvements where services do not live up to the expectations of patients • Real Time Data 17 The Question • The Friends and Family Test is based on one straightforward question that the NHS is asking people who are accessing a wide range of services “How likely are you to recommend out service to friends and family if they needed similar care” • Trusts must achieve a 15% response rate • Rated using Net Promoter Score 18 How likely are you to recommend our service • Extremely Likely • Likely • Neither likely or unlikely • Unlikely • Extremely Unlikely • Don’t Know 19 Method of collection • Trusts can use a variety of methods to gather the information: • Card system • SMS messaging • Web based application • Smartphone apps • Electronic kiosk • Token 20 Position and progress • Introduced in all Inpatient settings plus A&E Departments April 2013 • Introduced in Maternity Settings 1st October 2013 • Will be rolled out to Mental Health and Learning Disabilities; Outpatients and Day Care and Primary Care settings from April 2014 • Currently being tested by early adopter sites in those settings • All NHS providers of care from April 2015 i.e. justice and health, military, children and YP, people with compromised sight and hearing 21 Early and Shadow early Adopter Sites • Excellent response to call for early adopters across the North • All Shadow and Early adopters currently implementing the guidance, reporting and sharing their learning: • Outpatients • Mental health • Dental practices • G.P Practices • Pharmacy 22 Progress across the region • 58,433 questionnaires were submitted in August an increase of 7.5% since April. • 66% of providers achieved a combined response rate of >15%. • NPS score for inpatients is 75 for the region. • Inpatient service scores in the region range from 100 to 52. • Specialist hospitals continue to have higher scores for inpatient services than more general providers. • In August 11 wards out of 1,380 across the North scored an overall negative figure. • NPS score for A&E has dropped to 54 for the region but no service has received a negative score. • A&E service scores in the region range from 84 to 6. 23 Benefits • It will mean that staff from “boards to wards” have access to up-to-date patient feedback and thus will be informed and empowered to take immediate action to tackle areas of weak performance and build on success. • Patients will be able to use the information to make decisions about their care and to challenge their local trusts to improve services while championing those who excel. • Commissioners will have an up-to-date and comparable measure to use to benchmark providers and use in contract discussions. • Tracking trends will provide validation of where targeted improvements are most effective. 24 Improvements delivered • Focus on how is the information being used to improve patient experience • Providers taking action placed on feedback • Examples of changes: • More privacy needed in triage area – provider is currently redesigning its triage area to provide privacy • Delay in dispensing prescription causing delays in discharge – programme of improved communications and advised to staff. Information put up at each patients bedside stating who the ward manager is and availability for answering queries 25