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
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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.
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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
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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
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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
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National Patients & Information
National Director for Patients
& Information
Tim Kelsey
Support Team
Director of
Intelligence &
Strategy
Chris Outram
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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
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Head of
Communications
Caroline Radford
Intelligence
Supporting people to make the best decisions
they can
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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.
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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
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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
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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
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Transparency
Transactions
Patients and the public tell us
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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.
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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
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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
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How likely are you to recommend
our service
• Extremely Likely
• Likely
• Neither likely or unlikely
• Unlikely
• Extremely Unlikely
• Don’t Know
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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
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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
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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
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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.
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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.
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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
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