PEN Awards Webinar series 6 of 6

#PENNA2015 #PatExp
What’s working well
in patient
experience?
PEN Awards Webinar Series
29th September, 12 - 1pm
6th October, 12 - 1pm
3rd November, 12 - 1pm
#PENNA2015 #PatExp

patientexperiencenetwork.org
#PENNA2015 #PatExp
LOUISE BLUNT
Head of Operations
Patient Experience Network
WELCOME
What’s working well in patient
experience?
PEN Awards Webinar Series

#PENNA2015 #PatExp
Webinar content – 3 November 2015
Welcome and introduction
• Louise Blunt - PEN Launch of the Winning Principles and overarching
Framework
• Sally Eason - NHS Arden Commissioning Support ‘Coming Home’ Mental
Health Repatriation Programme
• Nikki Thomas - NHS England Devon and Cornwall Area Team
Commissioning for Patient Experience
Questions

#PENNA2015 #PatExp
Welcome to the UK’s leading awards event that recognises
Patient Experience excellence
Wednesday 11 March 2015
PEN National Awards 2014
Re:thinking the experience
LET’S CELEBRATE A YEAR OF SUCCESS

#PENNA2015 #PatExp
Intention and Outlook
• Passion and determination
• The most successful initiatives are driven by an individual or team with a
firm belief in what they are doing, and the need to invest time and
money to make it happen and bring about change.
• Broadening perspectives
• A key milestone for success is supporting and educating fellow
professionals to look beyond their own situations and embrace and
adapt work going on elsewhere.
• Keeping it simple
• Making initiatives easy for people to understand and adopt is crucial.
Clear communication, posting results and evidencing improvements
encourages engagement and continuation with projects.

#PENNA2015 #PatExp
Organisational Support
• Culture
• Creating a culture where everyone is engaged in patient experience and
understands the role they have to play in improving it is vital to success.
All successful initiatives are delivered by teams, not individuals.
• Management
• Senior level support is often key to the success of a project. The best
results are seen where improving patient experience is encouraged and
prioritised by management.
• Leadership
• Clinical and senior management leadership, particularly in the form of
empowering staff to identify, develop and implement changes is key to
sustainable improvement.

#PENNA2015 #PatExp
Evidence & Impact
• Financial impact
• It is clear that positive patient experience pays dividends, and our most
successful entries demonstrate how time and financial investment in
well thought out projects can yield an excellent return.
• Building professional relationships
• Working in partnership with teams within and outside your
organisation, as well as with volunteers and other groups is key to
ensuring ongoing success in spreading and embedding positive practice.
• Spread and sustainability
• Evidencing sustainability and transferability are key to success.
Demonstrating how initiatives have been or could be adapted provides
an opportunity to share and embed successful practices.

#PENNA2015 #PatExp
Questions?
#PENNA2015 #PatExp

‘Coming Home’ Mental Health
Repatriation Programme
Celebrating Success
Sally Eason - NHS Arden Commissioning
Support
@ardengem

Coming Home
Mental Health Repatriation
Sally Eason – Transformation Partner
@ardengem

In 2011, we recognised an overreliance on
out of area provision for mental health
patients:
Nearly 400 patients were identified
A CQUIN scheme was established
Patients were a long way from family and
friends
Lack of robust clinical review of
placements
Local provider contracts weren’t
adequately reviewed.
Background

This heralded the start of the Mental Heath
Repatriation project.
Working collaboratively, our objective was to design
and implement a scheme which would reduce costs
but, more importantly, would improve services for local
patients.
Partnership project

Designing and implementing a successful process required
collaboration between commissioners, local authorities and the
mental health trust:
The entire system was reviewed
An experienced Clinical Review Team was recruited from mental
health nursing and occupational therapy, it now includes social
care staff as well
A comprehensive and transparent repatriation framework was
developed and implemented
Each assessment gave detailed consideration to the views of
patients and their families, involving advocacy where required.
Improving the whole process

Keeping patients at the heart
Michael, who has been able to return to his home town of
Coventry, now lives in a residential care home and is enjoying
regular contact with his family. “I can have a cup of tea
round my Nan’s – that’s the best bit about it”, he told us.

Pam, whose husband suffers with dementia, is now able to
visit Keith regularly, after he was brought back from
Northampton. He is now based in care just 10 miles from his
home. Pam commented: “I think it’s a fantastic idea…
Keith gets to see me far more, we get better time
together and it’s so much less stressful for me.”

Craig, is ‘over the moon’ to be back in his local area, having
previously been based in Nottingham. He has his own flat
and is learning basic living skills. “I love it here…I’m
finally getting back to normality”, he said.

Since the start of the project we can demonstrate:
Adults with
mental health
needs
Older people,
including those
with dementia
People with
learning
disabilities
Positive outcomes
Over 100 people have been repatriated and many more have had their
care packages adjusted to ensure their current needs are being met
Over £12 million of cost savings have been delivered for the three CCGs,
with new costs avoided by ensuring best use is made of local providers
Many patients benefit from being closer to friends and family with support
to help them become part of their local community
Each year the project has been expanded to support wider cohort of
patients…

In the current year we are continuing to
assess patients, including those with learning
disabilities and dementia
The Clinical Review Team now also assess
people in local provision including residential
and nursing homes
Continue to ensure that all patients receive
the most appropriate care in the right
environment.
What next?

We have saved three Clinical Commissioning
Groups more than £12 million over a 3 year period
In summary…
We have bucked the national trend within mental
health services, reducing the need for out of area
placements by building resilient local services
We have supported more than 100 patients to return
home with access to the right local services to meet
their needs

Thank you for listening.
Any questions?

Commissioning for Patient
Experience
Celebrating Success
Nikki Thomas - NHS England Devon and
Cornwall Area Team
@DevCornAT

www.england.nhs.uk
Peninsula
Patient
Participation
Group (PPG)
project
Nikki Thomas
SW Patient Experience Manager
2.11.15

www.england.nhs.uk
• Peninsula population of 1.7m across Devon, Cornwall &
Isles of Scilly with a total of 233 GP practices.
• Direct Enhanced Service (DES) wide variation in the quality
and outcomes of PPGs
• Compassion in practice funding
• Phase 1: Commissioned ‘Patients Association’
• Phase 2: Commissioned ‘Centre for Patient Leadership’
Context & background

www.england.nhs.uk
• To provide a development programme for Patient
Participation Groups (PPGs) across Devon, Cornwall
and Isles of Scilly
• To improve the level of patient and public awareness
of involvement opportunities’
 Co-produce an agreed specification for PPGs
 Co-produce tool kit including terms of reference recruitment
tools, appraisal framework, training tools, etc.
 alert PPGs of the minimum contractual obligations
 provide training and support
 build in evaluation and action learning
Phase 1 Aims & Objectives:

www.england.nhs.uk
• Patient led Steering Group
• Workshops:
8 held between Sept & Dec 2014
36 (20%) Practice Managers, 18 (10%) GPs, 50
(28%) included Health Watch, CCG staff & lay
members & voluntary sector
• Information & support pack now available
• Communication – webinars; social media; buddy scheme;
films
• Recruitment – Plymouth University; Exmouth college;
Peninsula medical school; primary/ secondary schools;
vulnerable groups
• Facilitated the start of at least 20 new PPGs
Project activity/ successes

www.england.nhs.uk
• Conference 2015
• PPG conference hosted by Plymouth University was a
fitting end to the project with over 130 participants
• series of workshops on specific topics of interest to
PPGs & good range of speakers including NHS
England, CQC, GP, medical school, GP lead
•
Project activity/ successes

www.england.nhs.uk
1. Identifying the main concerns of patients – Rolle PPG-
Exmouth
2. Changes made as a consequence of your PPG –
Lewannick Project – Carnewater PPG
3. Raising awareness about health – Graham Road Surgery
– Weston Supermare , N Somerset
4. Communicating the work of your PPG – Tamar Valley
PPG
5. Involving local schools and colleges – Woodbury ,
Exmouth and Budleigh Salterton PPGs
(WEB Network of PPGs)
PPG awards

www.england.nhs.uk
• 14 project recommendations
• Nationally available toolkit
• http://www.patients-association.org.uk/projects/patient-participation-groups/
• http://www.patients-association.org.uk/projects/patient-participation-group-forum/
Further information

#PENNA2015 #PatExp
Thank you
#PENNA2015 #PatExp

PEN Awards Webinar series 6 of 6

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