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Patient Centred Care – all playing our part. www.cymru.gov.uk. Dr Ruth Hussey, OBE Chief Medical Officer for Wales. Lessons from Francis: Care, Compassion and Communication Cardiff City Stadium 16 th May, 2013. 1. Our new reality. It is NORMAL to be caring and compassionate

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  1. Patient Centred Care – all playing our part www.cymru.gov.uk Dr Ruth Hussey, OBE Chief Medical Officer for Wales Lessons from Francis: Care, Compassion and Communication Cardiff City Stadium 16th May, 2013 1

  2. Our new reality • It is NORMAL to be caring and compassionate • It is NORMAL to be held to account personally and be up to date in all that I do • It is NORMAL to make it easier for patients to have integrated care • It is NORMAL to be open and honest with colleagues

  3. Our new reality • It is NORMAL to put patients and their families first • It is NOT NORMAL to harm people, to ignore concerns or hide things when things go wrong • It is NOT NORMALto assume I know best • It is NORMAL to recognise that staff make mistakes and to help them to do it right

  4. Changing culture Emerging Model of Large Scale Change Maybe later Living with results and consequences Identifying need for change Engaging/ connecting others Time delay Repeats many times in hard to predict ways Settling inPossible outcomes1. sustainable norm 2. plateau3. run out of energy After some time Framing/ reframing the issues Making pragmatic change in multiple processes Attracting further interest Version: 11 October 2008. Paul Plsek on behalf of the Academy for Large Scale Change. Based on preliminary literature review. aligoodsquared@gmail.com

  5. Healthy working Wales & NHS Wales • Hywel Dda Health Board has • become the first LHB to achieve • the Plantinum CHS; • The remaining six LHBs and • Velindre NHS Trust have • achieved the Gold CHS; • The Welsh Ambulance Service • NHS Trust and Public Health • Wales are engaged in the • process. Direct link between NHS staff Health and Well being and patient safety; patient experience; and, effectiveness of care (Boorman 2009) The Corporate Health Standard is the Welsh Government’s quality mark for health and well being in the workplace; ‘Working Differently – Working Together’ encourages all NHS Wales organisation to aim for the Platinum Standard, and to achieve and maintain a minimum of the Gold level;

  6. Tenant Satisfaction on Overall Service from MHA Ref: Monmouthshire Housing Tai Sir Fynwy

  7. Ref: Monmouthshire Housing Tai Sir Fynwy

  8. Ref: Monmouthshire Housing Tai Sir Fynwy

  9. Diolch yn fawrThank you very much Ruth.hussey@Wales.gsi.gov.uk

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