Using patient involvement and patient experience to drive service change: a case example from cancer care


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Liz Forbat, Kate Knighting, Sandi Cayless, Nora Kearney

Cancer Care Research Centre, Stirling, UK

Abstract

Using patient involvement and patient experience to drive service change: a case example from cancer care

Introduction

This paper will describe collaborative work between lung cancer practitioners, people affected by lung cancer and research staff. The work aimed to facilitate and evaluate the use of patient experience data and patient involvement as drivers for change.

Method

Multidisciplinary lung cancer services in five Scottish Health Boards were recruited to the project. Three sites collaborated to test a change model; the other two sites were not actively involved and functioned as control groups. The intervention sites used the Plan, Study, Do, Act (PDSA) approach to service improvement taken from the Model for Improvement (Langley, Nolan and Nolan, 1992).

All five Health Boards were included in an evaluation of the project, to identify the differences between groups working, and not working, with the research team.

Results

Participants had little prior experience of using patient experiences or patient involvement, and found these ideas challenging. With significant support, however, seven pieces of service development were conducted successfully by the three collaborating teams. These will be described in the presentation. Numerous barriers and facilitators to involving people affected by cancer in service change were identified during the evaluation.

Conclusion

This work highlighted key areas for developing collaborative service improvement work between NHS staff and people affected by cancer. This paper will focus on transferable findings, reporting on features that facilitate using patient involvement and experiences such as support, training and conceptual clarities.

References

Langley, GJ, Nolan, KM, Nolan, TW. (1992). The foundation of improvement. Silver Sptrin MD, API Publishing.