Jun 122013
 
Jan Davies

Jan Davies

It may be that the language we use to describe issues of poor quality hide their damaging effects. Maybe ‘suboptimal outcomes’ doesn’t sound that bad. But hearing a woman talk about how she felt she had to fight to get the right care for her mother and that despite her best efforts, she feels that she failed her, casts those ‘quality issues’ in a new light. 

At our latest 1000 Lives Plus learning session, I presented five videos and chaired a discussion about quality issues. The videos told Betsan’s story – of trying to get the right care for her elderly mother. They provide an important insight from a family perspective to many of the problems we discuss every day. Continue reading »

Jun 072013
 
Mike Spencer

Mike Spencer

As we launch The Listening Organisation, the latest white paper from 1000 Lives Plus, our hope is that it will help NHS Wales organisations explore ways to listen to patients and the public and use what they hear to help create the best services possible. But this will mean approaching how we ‘listen’ in a new way.

My eldest daughter is currently undertaking a PGCE in Modern Foreign Languages (MFL). As someone who has always struggled to make sense of anything other than Yorkshire English, I marvel at anyone who can speak four languages and is passionate enough to want to teach others! But what really interests me are the parallels between some of the perceived good practice used to help MFL learners and what we have included in the white paper. Continue reading »

May 132013
 
Adam Cairns

Adam Cairns

“If staff are our most important resource, how come it’s only the computers that get air conditioning?’

I heard this from the Chairman of the Institute of Directors at a recent meeting. His point was that it’s too easy to make statements like these – and that too often that’s where they stay – statements written on pieces of paper.

As organisations set up to care for others, you might think that NHS health boards and trusts would lead the way in caring for their staff. However we’ve just got our staff survey results and among the good stuff, there’s some other feedback that’s much tougher to hear. Continue reading »

Apr 292013
 
Dominique Bird

Dominique Bird

“I hear and I forget; I see and I remember; I do and I understand.” – Confucius

Obviously as the lead for Improving Quality Together, I would say those words ring true in the framework’s underpinning principles. Maureen Bisognano used them in her opening keynote address to set the tone for this year’s International Forum.

The importance of seeing the impact of the system on staff and patients was underlined with Maureen’s call for empathy. Until we truly see what is happening, we cannot even move to being able to ‘do’ something and therefore we need to ‘understand’ our role and our ability to make the improvements that will have an impact on patient care.  Continue reading »

Mar 182013
 
Mike Spencer

Mike Spencer

My colleague Michelle Graham recently blogged about how patient input has been crucial in the Life after Stroke programme. There is growing recognition that patients should be the most important people in our healthcare systems – and as organisations we should be trying to listen to patients as much as possible.

But how easy will it be to become a listening organisation?   Continue reading »