'Whose Shoes' looks at issues from different perspectives. But what weight, do those perspectives have? Lived experience, learned experience?
Is your version of what happened a ‘medical report’, regarded as evidence, but my version just anecdotal, a ‘patient story’?
What is regarded as admissible or inadmissible evidence?
Miles Sibley is editor of Patient Experience Library and fab weekly newsletters and a quarterly magazine, finding practical ways to bring patient experience to the fore and share best practice
Huge synergy with my Whose Shoes work - ensuring patient experience is taken seriously and people know how to act on it
Huge potential! I ‘m hoping this will be one of the most influential ‘Wild Card’ podcasts
Lemon lightbulbs 🍋💡🍋:
- There a 100% evidence base for medical practice, but no real evidence base for patient experience
- 70,000+ documents in the Patient Experience Library!
- All too often, patient stories are lost /not given due attention
- How can we make this vital information more accessible and usable for healthcare professionals?
- We need knowledge translation. It‘s no use just dumping piles of patient stories on busy healthcare professionals
- Statistics are seen as hard evidence. We need parity of esteem for quantitative and qualitative evidence
- Important to develop analytical tools
- On the clinical side, NHS brilliant at helping people learn. Evidence based.
- We need similar learning infrastructure and evidence base for patient experience
- The ‘Inadmissible evidence’ report, by Miles Sibley, is BRILLIANT. Let’s make patient experience admissible!
- Language is key. Patient ‘stories’. Medical ‘reports’.
- When clinicians say something is wrong, it's an ‘incident report’
- When a patient says something is wrong, it’s a ‘complaint’
- First do no harm. But harm is done when patient stories are not seen as important; when people are not listened to
- The GP says “Tell me, what is the matter?” Until you listen, you can’t possibly know what the problem is
- Something goes wrong between the individual clinician and when we get to the organisational/ system level
- Multiple healthcare disasters show the importance of listening to people and #WMTY
- How can NHS be BOTH evidence based and patient-centred?
- This can’t happen until listening to patients holds higher status
- Patient Experience Library is gathering the evidence and analysing it
- Evidence needs to be up-to-date - it’s no good hearing what happened a year ago
- Whose Shoes workshops collect immediate feedback - what is important now!
- Health inequalities - central to quality improvement work! Needs to be everyone’s job.
- National Voices, Care Opinion, Joanne Hughes… a lot of people are doing fantastic work!
- Connect!
- “Nobody’s patient”. Incredibly powerful title for our #WhoseShoes project. People falling through gaps in the system
- Same mistakes around patient safety happening over and over. Must break the cycle
- Look after the staff, they ’ll look after the patients
- ‘Small’ complaints (e.g car parking) might run much deeper. Listen.
- When Sir Simon Stevens stood down as NHS CEO, his No.1 message: LISTEN to patients!
Further resources
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I tweet as @WhoseShoes and @WildCardWS and am on Instagram as @WildCardWS.
Please recommend 'Wild Card - Whose Shoes' to others who enjoy hearing passionate people talk about their experiences of improving health care.
