Slides accompanying a presentation to participants in the NHS Leadership Academy's executive fast track programme. I did this in tandem with patient leader Lynne Craven.

1. Engagement: the
leadership task
Jeremy Taylor, CEO, National Voices
At Fast Track Programme
2 July 2014

3. • “Few bodies have done more than National
Voices to promote person centred care” Health
Service Journal June 2014
• “the “sensible” patients’ group with a strong
grasp on the complex reality of life in the
modern NHS. HSJ 2012
• “The leading coalition of health and social
care charities” HSJ 2011

4. A service view

5. A person’s view

6. The NHS talks the talk….
• Putting patients first
• Patients at the heart
• Patient focussed healthcare
• Person-centred healthcare
• Shared decision making
• Whole-person care
• Engagement
• Involvement
• Participation
• Patient and Public Voice
• PPI/PPE
• No decision about me without me

7. …and talks this talk
• Admit
• Allow
• Attend
• Care pathway
• Consent (vt)
• Demand
• Discharge
• Manage
• Refer
• Bed-blocker
• Bed 7
• Case
• Co-morbid
• DNA
• Frail elderly
• Frequent flyer
• Inappropriate attender
• Worried well

8. What matters? – the evidence
• fast access to reliable health advice
• effective treatment delivered by trusted professionals
• involvement in decisions and respect for preferences
• clear, comprehensible information and support for self-
care
• attention to physical and environmental needs
• emotional support, empathy and respect
• involvement of, and support for, family and carers
• continuity of care and smooth transitions.
http://www.nationalvoices.org.uk/evidence

9. Living with .....

10. Out-of-
Hours
Doctors
GP
District
Nurses
Social
Worker
Malcolm &
Barbara
Consultant
Continence
Adviser
Speech &
Language Adviser
Dietician
Community
Dentist
Occupational
Therapist
Equipment
Service
Physiotherapist
Alternating
Mattress technician
Wheelchair
Service
Oxygen
serviceDirect
Payments
Team;
Rowan
Org.
Alzheimer’s
Soc outreach
worker
Care team
2 live-in carers
(alternating weekly)
Replacement carer
[Some night nursing
– Health]
Emergency carers
& Barbara
The Web of
Care
(Last 7 yrs)
Dementia
Advisory
Nurse?

11. Person centred coordinated care –
a narrative
“I can plan my care with people who
work together to understand me and my
carer(s), give me control,
and bring together services
to achieve the outcomes important to
me.”
I have the
Information
I need…
I am supported
to achieve my
goals….
The professionals work as a
team.
I always know who is
coordinating my care
I’m involved as
I want to be in
decisions…
I work with my
team to agree a
care and support
plan…
When I move between settings
there is a plan in place….

12. The house of care

13. This stuff works
• Information is therapy
• Patient involvement leads to better clinical decisions
• Self management education and support helps
people with LTCs lead better lives
• Communication training for professionals improves
care
• Health behaviours can be changed. Well designed
public health interventions work
• (National Voices distilled evidence from 779
systematic reviews and turned into 5 simple guides)
http://www.nationalvoices.org.uk/evidence

14. The journey to engagement
From: To:
Patients as recipients People as citizens, partners
and managers of their health
Primarily medical Increasingly social
Experts designing services &
consulting
Co-design of services,
working with patients &
communities
Workforce = healthcare
professionals
Workforce = patients, carers,
volunteers, vol sector,
patient leaders
Treatment plans Participative care and
support planning
Outcomes that matter to
clinicians and managers
Outcomes that matter to me
and us
Hospital focus Home and community focus

15. The leadership challenge
• Strong, visionary leadership
• Clear goals
• Dedicated champions
• Build staff capacity
• Invest in care redesign
• Involve every patient
• Measure experience
Based on Angela Coulter
“Leadership for Patient
Engagement” King’s Fund
2012

16. How much do you want let
go?

17. No-one said it was easy
• What matters to the people you serve?
• What are their priorities? Are you serving them?
• What example are you setting?
• Do you have the courage to do the right things?
• How are you enabling your staff to do the right things?
• What difference are you making? How do you know?
• How much are you willing to let go?
• Are you accepting the unacceptable?

18. • Thanks for listening
• www.nationalvoices.org.uk
• Follow us on Twitter
• @NVTweeting
• @JeremyTaylorNV