Aims and objectives:
To use patient stories to influence the development of intermediate care services, improve networks and communication between services and understand the impact of intermediate care services on demand management. There were also clear inks with the LDP around improving the quality of life for patients and carers, reducing elective admissions and re-admissions and meeting the five key dimensions of the patient experience.
Support for the change:
The use of patient stories to influence service development has been embraced by all and the health community now has in excess of 25 trained interviewers. A solid peer support network has been developed and there is now a structure and mechanism in place through which the stories are read to not only the clinical teams involved but also the overview and scrutiny team and other support services and organisations. Tools have been developed and utilised to assist staff in "listening " to stories and influencing meaningful change.
Patient and public influence:
Stories which have been gathered to date have influenced the following service changes:
1.counselling for stroke patients is now considered a priority for funding
2. the importance of the single assessment process has been demonstrated
3. communication between the acute trust and intermediate care services has improved
4. clinical teams have developed improved listening skills
5. non elective re-admissions to the acute trust have been reduced / avoided
Impact on the workforce:
As a result of the project the need to have individuals trained to gather patient stories and carry out the interviews has been demonstrated. The listening skills required of those working in intermediate care has been highlighted.
Measuring the results:
The stakeholder involved in the project include the acute trust, all PCTs in the area, Social Services, Overview and Scrutiny and voluntary organisations most of which were represented at the project steering group.
The stories gathered to date have influenced service developments in a number of qualitative ways including improved communication between services and the consideration of a counselling service for stroke patients / carers.
Improved performance:
We are the only organisation using discovery interviews who have evaluated the effectiveness of the technique and developed criteria and proformas for staff to listen to the stories.
Reflecting diversity:
The population of patients utilising intermediate care services have very diverse needs and are accessing the services for a vast number of reasons. The use of the interview techniques means patients with reduced or limited communication can still feedback about their experience. Where necessary a speech and language therapist interpreted the interviews.
Sharing the learning:
The communication strategy developed by the steering group provided the framework around which feedback was delivered. To date the results of the project have been communicated and shared with the Overview and Scrutiny team, local Clinical Governance Committees, clinical teams responsible for delivering intermediate care and clinical teams at the acute trusts and primary care trusts who liaise with intermediate care services.
Outstanding features:
We have been successful in developing a robust infrastructure to support and maintain the project. We have also demonstrated significant achievements with partnership working throughout project implementation.
