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Meeting with staff from WDHB: Institute of Innovation and Improvement

There was a lot of rapid fire information at yesterday’s meeting with Jay and Gill from Waitemata DHB’s Institute of Innovation and Improvement.

We’ll tease it out later, but first, let me explain how we got to this point. 

Diana contacted most of the clinical directors of ORL/ENT services in wider Auckland - this would have been late 2015/early 2016. As it happened, Dr David Grayson from WDHB, was a leading light at the newly formed Institute for Innovation and Improvement at North Shore Hospital. He was keen to work with us to gain the patient’s voice in the improvement of head and neck services.

Yesterday’s meeting (3 April 2017) was in Red Beach and attended by Diana via video,Tammy, myself, Jay and Gill.

The upshot is that they hope to “shadow” a patient's experience of the  multidisciplinary team meeting to see what could be done to make it friendlier. They want to investigate a better patient road-map for the follow-up period. And thirdly they want to send a film crew (well a guy) to make a video about the setting up of our network. Our process might help others. (These were tentative decisions made on the spot but sound promising to me.)

Let’s look at the terms:

i3 is the logo of the Institute of Innovation and Improvement at Waitemata.

Dr David Grayson, Clinical Director of ORL at WDHB and Clinical Lead for Patient Experience and Patient Safety.

Jay (Jarrard O’Brien) is an anthropologist and Director of Person Centred Design.

Gill Fisher who has a background in dealing with patient complaints works with Jay to interview consumers and monitor feedback

Shadowing means a doctor will follow a patient for a whole day from home to hospital or for short periods over several months. This shadowing is open and honest and not like the “secret shopper” tactic used in the past.

PERSy is a survey tool (patient and staff reported survey system) which can dig deep into patient feedback and find common themes and ideas for improvement. Eventually you will be able to put feedback and praise and complaints in the system and it will churn out helpful data so that improvements can be made.  

There are three strands they mentioned to improve our experience:

  • Shadowing of patients to create empathy in health professionals and help them to continually improve by exposing them to the patient’s lived experience..

  • “Partners in Care” - an initiative to allow a person (maybe more than one) nominated by the patient 24/7 access to the hospital. It can be proved that family/whanau/friend support improves outcomes.

  • Peer Support - this is what we do. How can they help us? How can we teach other people how to set up peer support?

This video features Jay speaking about PERSy. You can see Gill using a tablet in one scene.