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P ATIENT EMPOWERMENT

P ATIENT EMPOWERMENT. Patient Representative Programme Est. 1998 Beaumont Hospital. Presented by Angela Connolly. Feeling disempowered. It Could be you!. Healthcare Professional. Patient. Consumer. Disempowered. Not involved. No dialogue . Feeling vulnerable. No Voice in the System.

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P ATIENT EMPOWERMENT

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  1. PATIENT EMPOWERMENT Patient Representative Programme Est. 1998 Beaumont Hospital Presented by Angela Connolly

  2. Feeling disempowered It Could be you!

  3. Healthcare Professional Patient Consumer

  4. Disempowered Not involved No dialogue Feeling vulnerable No Voice in the System No Partnership

  5. Patient Representative Programmemeans Empowerment • Learning from our customers • Taking a proactive Role • Providing a support & information service to our patients and staff • Complaint Resolution • Negotiation & Mediation • Building trust

  6. Our objectives • To enable patients and families to obtain solutions to problems • To work in partnership with our patients • To initiate change through analysis of data • To launch a Patient Representative policy • To support and train staff in complaint resolution

  7. To Success Methodology • Developed a Patient Representative Programme • Secured the co-operation of management, staff & patients in order to implement same • Implemented an official Hospital Complaints policy • Installed a customised software package • Agreed on a phased introduction • Promoted the programme throughout all disciplines within the hospital

  8. Why Change ? • Our customers had no trust in the system • Reluctance by staff to deal with issues at local level • No patient participation in working groups • Patients /staff were disempowered

  9. Natural Progressionwas the introduction of aPatient Consumer Panel- 2001 • Created a partnership of mutual trust and understanding between our patients & staff • Gave a means to actively listen to and learn from our patients • Enhanced dialogue • Enables its members to act as a consultative body for senior management

  10. Function of Patient Consumer Panel • To provide a voice to our patients in the decision making process • To introduce fresh thinking and possibilities for improvement • To highlight issues of importance attached to user needs

  11. Some changes attributed to Group Improvements in facilities in A&E Better registration for patients with disabilities Improved seating arrangements in some clinics Breaking bad news.

  12. 2004Working in Partnership • Patients involved in review of services • Representation of patients on project groups • Patient representation on Accreditation committees

  13. Activity 1998 - 2003

  14. R E S U L T S: • Empowerment of patients and staff • Introduction of training programmes for staff in conflict negotiation • Improved information and support for patients and staff • Reduction of official complaints • Patient representation on committees • Patients now have a voice in the decision making process

  15. Complaint Resolution V Support 2004 - 6,397 cases 16% of activity = Complaint Resolution 84% of activity = Support/Information 1999 - 859 cases 46% of activity = Complaint Resolution 54% of activity = Support/Information

  16. Disempowered Not involved No dialogue Feeling vulnerable No Voice in the System No Partnership

  17. Empowerment allows our relationships to grow in strength

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