1. Promoting Patient Centred Approaches
We need a patient centred culture, no tolerance
of non compliance with fundamental standards,
openness and transparency, candour to patients,
strong cultural leadership and caring,
compassionate nursing, and useful and accurate
information about services.
Robert Francis QC – Press Release Feb 2013

2. The patients perspective
Jono Broad
185068 – The patient
A Relative
Clinical Commissioning Group Clinical Policy
Committee
 Or just Jono
I may have been the 20th
person you have seen today
day, but I want to feel like I am the first.

3. How to scare an F1

8. Patients are people first and patients second.
People
Relationship – more than just a number
more than just a name
Responsibilities – more than just a disease
Patients
Physical – more than just a body
Psychological – more than just a mind

9. What type of patient are you!
Positive
“I live my life to the full but I have an illness”
Negative
“I have a disease and my life is controlled by it”
Yo-Yo
“today I am ok tomorrow is another thing”

10. Laughter is good medicine

11. The wheel of fortune

12. The hierarchy
Doctors are gods
Nurses are angels
Managers are demons
Patients are human

14. Multi Disciplinary Teams
Everybody, Somebody, Anybody and Nobody.
There was an important job to be done and
Everybody was asked to do it. Everybody was sure
Somebody would do it. Anybody cold have done it,
but Nobody did it. Somebody got angry about that,
because it was Everybody's job. Everybody thought
Anybody could do it, but Nobody realised that
Everybody wouldn't do it. It ended up that
Everybody blamed Somebody when Nobody did
what Anybody could have done.
Single point of contact and good communication
with each other and the patient

15. Play film here!

16. Laughter is good medicine

17. Trust that patients can make the right choice
Patients want to be involved in their care
Clear facts (lead to)
Clear decisions (lead to)
Clear Pathways (lead to)
True patient involvement

18. Laughter is good medicine
From Patient notes
Discharge status: Alive but without permission.
The patient has no past history of suicides.
The patient expired on the floor uneventfully.
Between you and me, we ought to be able to get
this lady pregnant.
Occasional, constant, infrequent headaches.
Patient was alert and unresponsive.
Personal notes
 The patient feels Anorexic (should of said lethargic)
 Patient discharged with Hemlock (should of said Heplock or
Hepsal)

19. Recommendations
Get to know the person behind the patient (holistic
approach)
Get to know the history (not just the medical one)
Communicate care don’t just give it! (talk through
what you are doing as you are doing it)
Identify the best way to improve the individual
patient pathway.
One size does not fit all - (just try on a hospital
gown to prove it!!!)

20. Next of Kin - It’s all Relative
Know the NOK but if the patient is competent and aware
they are in charge.
Not all families situations are normal. Don’t allow family
members to get you to breach a patients confidential
information or clinical information.
Don’t sugar-coat things and use plain English or language
line!
Kiss theory works well in all situations. Keep It Short and
Simple

21. Whilst all government claim to improved the
NHS the truth is that the only way the NHS gets
better is because the people in it continue to learn
and grow in their professional knowledge and
implement that learning.
A patient is only a patient when they are being
cared for at all other times they are people.
You are in the NHS and I thank you but I also
challenge you to make it better for your patients
and one day possibly for yourself.
Final Thoughts

22. Questions?
Over to you and I leave you with these alternative
definitions whilst you think about it!
Artery - The Study of paintings
Barium - What you do when CPR fails
Benign - What you be after you be eight
Cauterize - Made eye contact with the nurse
Impotent - Distinguished, well known
Nitrate - Cheaper than the day rate
Rectum - Darn near killed him