Supporting Patients and the Public
PPI Task and Finish Group
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Housekeeping
• Health Literacy
Introduction
• STP
Activity
• Examples
Communication
Public Libraries / Health Information Week
@NHS_HealthEdEng
@KfH_PPI
An ambitious vision which
includes patients and the public
@NHS_HealthEdEng
@KfH_PPI
Why do patients and public need
health information?
• There are powerful legal, moral, ethical and financial
incentives for providing quality information to enable
people to better manage their health and wellbeing and
make fully informed decisions about their treatment and
care. (PiF Making the Case)
• Patients are being encouraged to self-manage, share
decision-making and be partners in their own care
• Low literacy levels: 42% of working-age adults (aged 1665) are unable to understand or make use of everyday
health information
@NHS_HealthEdEng
@K4H_PPI
Patients and Public Information
Task and Finish group: Year 1
The Patient and Public Information Task and Finish Group came
together as part of the Service Transformation work stream of
Knowledge for Healthcare. Since our inception we have
• identified, started and developed partnerships
• created Guidance to support NHS Libraries and their staff to
get involved with patient and public information
• created the Ideas Bank to share and publish what is already
happening around England to support the PPI agenda
@NHS_HealthEdEng
@K4H_PPI
Guidance
Getting involved in Patient
Information does not mean hordes
of patients making their way to the
library!
http://kfh.libraryservices.nhs.uk/pati
ent-and-public-information/
@NHS_HealthEdEng
@K4H_PPI
What’s in the Guidance for you?
• Specifically for all NHS Library and Knowledge Service
staff
• Rationale for NHS libraries getting involved with the PPI
agenda
• Types of service you could offer
• Advice on dealing with enquiries
• Links to the Ideas Bank and case studies
• List of links to websites, key documents and signposts to
patient information
@NHS_HealthEdEng
@KfH_PPI
Ideas Bank
• List of ideas for LKS staff with
links to further information, case
studies and support
• Published in November 2015
• Used Sally Hernando
innovations, HLG conference
abstracts & LQAF submissions
• Updated Nov 2016 and regularly
reviewed
http://kfh.libraryservices.nhs.uk/pati
ent-and-public-information/
@NHS_HealthEdEng
@K4H_PPI
Patients and Public Information Task
and Finish Group Year 2 2016-17
Membership has expanded into four task and finish groups
and a steering group.
The steering group has representatives from:
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NHS England
Health Education England
Macmillan Cancer Support
The Society of Chief Librarians
Patient Information Forum
NHS Digital
Public Health England
TaF Group 1 is currently on hold
@NHS_HealthEdEng
@KfH_PPI
Year 2 2016-17 TaF Group 2
Key objectives:
• Communicate the standards required of all NHS
organisations in providing high quality information for the
public, patients and carers
• Advocate the ways in which library and knowledge staff
can assist healthcare organisations to meet their
responsibility to provide high quality information to their
patients and carers for example supporting your
organisation in the
INFORMATION STANDARD
and ACCESSIBLE INFORMATION STANDARD
@NHS_HealthEdEng
@KfH_PPI
2016-17 TaF Group 2 Progress
Draft document: The Standards Required for Health
Information including:
• How LKS staff can get involved in their Trust’s Information
Standard application.
• Case studies from library staff who have been involved in
Information Standard and associated activities
Driver summaries: Using the MAP Toolkit to compile national
drivers which will support involvement of Library and
Knowledge Services in patient and public information
projects. 13 of 19 completed so far…
All outputs will be published in Jan/Feb on the KfH website
@NHS_HealthEdEng
@KfH_PPI
Year 2 2016-17 TaF Group 3
Key objectives:
• Encourage and support development of local networks of
health information providers.
• Work with NHS Choices to ensure that training is available
to healthcare library and knowledge services staff.
• Develop materials for regional meetings and workshops to
engage and support healthcare library and knowledge
services staff including the ideas bank and guidance.
@NHS_HealthEdEng
@KfH_PPI
Year 2 2016-17 TaF Group 4
Key objectives;
• Develop guidance and resources to support those
healthcare library and knowledge services staff that
directly provide the public, patients and carers with high
quality health and wellbeing information.
• Identify appropriate CPD interventions for healthcare
library and knowledge staff working directly with the public,
patients and carers e.g. in-house customer care training
for front line staff.
@NHS_HealthEdEng
@KfH_PPI
LQAF
*5.3l : Library/knowledge services are developed to support
information provision for the patient and/or the public.
“Not applicable” was acceptable in 2016. From 2017 options must
be either:
 Non compliant (No service)
 Partial compliance (Service use but not promoted)
 Full compliance (Service; promoted and support enquiry)
For 2017 the criteria
5.3l LKS are developed to support information provision for
patients and/or the public
Is one of the five core criteria on which all services will need to
provide evidence
@NHS_HealthEdEng
@KfH_PPI
No service
Service exists
not Promoted
 Partnership working
 Links to Health
Promotion
 Links to PALS
 Relevant section in
strategy
 Training Volunteers
@NHS_HealthEdEng
Service exists,
Promoted &
Supports enquiry
@KfH_PPI
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Website
Library leaflets
Blog
URL or screenshot
Public inductions
Info Centre library
leaflet
Any Questions
?
Prioritising PPI Activities
Sarah Greening, HEE West Midlands
How to prioritise PPI ideas (1)
Each Table: On the flipchart paper draw a large grid like
this:
Easiest to
implement
Most useful to
patients/public
@NHS_HealthEdEng
@KfH_PPI
How to prioritise PPI ideas (2)
1. As a group, place each sticker where you feel they
should go in the grid depending on how easy you feel
they would be to implement and how useful they would
be to patients/public in your organisation.
NB. Nominate 1 person to take notes on discussions that
occur with each – noting any good ideas or barriers or
names of people who have done it
2. Add 3 more of your own ideas to the grid on post-it notes
(some of the ideas given are quite broad – you could
suggest a specific action that you feel is more
achievable or use the ideas that you brought with you).
@NHS_HealthEdEng
@KfH_PPI
How to prioritise PPI ideas (3)
• Before lunch, I will write up results by making an order of
priority from top right corner being easiest to implement
and with most impact on patients – this should be the
order of priority for next steps.
• Over lunch please look at this priority list and in:
– column 1 add your initials to any that you already do
– column 2 add your initials to any that you want to do
@NHS_HealthEdEng
@KfH_PPI
How to prioritise PPI ideas (4)
At next PPI session or back in your own organisation • Look at the actions in the lower right hand quadrant (ie:
useful for public but harder to implement) and discuss
what actions might be taken to move these up towards
the ‘Easier to implement’ half of the grid.
• Note any suggestions of who can help you make these
actions easier to achieve
• Discuss actions to implement these locally.
• Use Ideas Bank and Case studies from Guidance:
http://kfh.libraryservices.nhs.uk/patient-and-publicinformation/
@NHS_HealthEdEng
@KfH_PPI
Coffee
Communicating with
patients
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Jill Scott
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Learning and Development Manager
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23.01.17
Learning outcomes
• To provide the opportunity to:
Refresh knowledge of key communication
skills when talking with patients
Discuss the use of some of these skills in
practice
Share good practice and learning with
colleagues
Activity 1
• Discuss in pairs/3’s
• - What types of scenario might you face with
patients in your role?
• - What are the challenges?
How we spend our communication
time
Listening is one of the most
important skills you can have
and is essential to effective
communication
Every good conversation
starts with good Listening
• What makes a good “Listener” ?
Activity
In Pairs
• Think of a person who you’ve turned to who has
listened to you effectively. Remember how that
person’s listening made you feel. What were the
person’s skills and qualities that made them such an
effective listener?
• Discuss your experiences in pairs
• Write on post-its what the essential skills and qualities
are of a good listener
• Place post its on the flipchart
Communication
Non Verbal Communication
Facial Expression.
Gestures
Body Language and Posture
What we don't say
Personal space
Eye Gaze /Looking
Touch
Paralinguistic's refers to tone of voice
 Appearance
Advice V information
• What is the difference and when might we
use one or the other?
Advice V information
 Anything based on your opinion is advice (unless referring to
national guidance)
 When asked for advice it is often better to ask the person
more about their situation than give it
 Offering information allows informed choice but needs to be
at the right level at the right time - signposting
 Referring a person to a reliable source is sharing information.
 Sometimes people ask for information when what they need
is support.
 Helping people to evaluate their options through open
questions is guidance.
Communicating with patients: key skills
Have big
ears…
Ask Before
Advise…Advise
with permission
Tell me
more…
….
Bringing ideas, imagination, information and
knowledge to people’s lives and communities.
Colin Bray, Service Development Manager
About Libraries Unlimited…and all
public libraries
Our core purposes
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Promoting and encouraging a love of reading
Providing free access to information to help people in their everyday
lives
Inspiring people of all ages to learn, imagine, create, succeed and
realise their potential
Guiding and supporting people to explore and connect to the wider
world
Offering a welcoming space to meet, socialise, learn, read and
enjoy new experiences
Supporting the health and wellbeing of individuals and local
communities.
About Libraries Unlimited…and all
public libraries
Our values
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Welcoming – we are open, friendly, helpful and inclusive to people
and their needs
Integrity – we work honestly and openly to build relationships based
on trust and mutual respect
Creativity – we are dynamic, socially enterprising and creative
Collaborative – we are constantly looking for opportunities to work
with new people, organisations and communities
Enjoyment - we strive to make every experience with our
organisation enjoyable and rewarding for everyone involved.
Universal Library Offers
The Universal Health Offer
“The Health Offer enables libraries to be
community hubs offering trusted non-clinical
space where health and well-being partners can
engage with local people for outreach, supporting
the vulnerable, providing assisted online access
to key health information sites, and valuable
information and signposting.”
National Health Offer Spikes
Month
Suggested
TO BE INCLUDED
January
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Blue Monday
National Obesity Awareness Week (NHS)
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National Obesity Awareness Week (NHS)
March
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Blue Monday
April
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World Health Day (WHO)
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World Health Day (WHO)
World Autism Awareness Week (NAS)
May
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Mental Health Awareness Week (Mental Health Foundation)
Dementia Awareness Week (Alzheimer’s Society)
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Mental Health Awareness Week (Mental Health Foundation)
Dementia Awareness Week (Alzheimer’s Society)
June
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Carers week
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Carers Week
July
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Health Information Week
Disability Awareness Day
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Health Information Week
September
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World’s Biggest Coffee Morning
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World’s Biggest Coffee Morning (Macmillan Cancer Support)
October
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World Mental Health Day
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World Mental Health Day
November
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November: Men’s Health Awareness Week
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National Bullying Prevention Day (add as health as well as
children’s promise)
National Stress Awareness Day
February
August
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December
Reading Well - Update
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Quick summary
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National evaluation
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Devon data analysis
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Long Term Conditions List
Health Offer - Devon
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Active Life Active Mind Festival
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Reading Well – Wellcome Trust proposal
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Shared reading groups
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Memory Cafes
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Access to Research
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Exeter Fab Lab and Business IP Centre
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National Portfolio Organisation
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Balancing Lifestyle and Health symposium
Health Offer - Somerset
Somerset Libraries have been commissioned to deliver on five outcomes
including: More people, in particular the most vulnerable, are enabled to make
informed choices about their health and wellbeing.
Health and Wellbeing Zones (Taunton and Yeovil Libraries):
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Health professionals meeting with clients outside of a therapeutic
environment
Health charities, such as Age UK and MacMillan, supporting clients
Public Health targeting health campaign materials, including posters and
leaflets
Individuals finding information, signposted guidance, and a range of book
collections (including via GP referral)
Groups such as the Feel Better with a Book Groups can meet
Volunteers running a range of activities
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Somerset autism collection
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Health Offer – South West
Gloucestershire:
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Health Zones in libraries.
Director of Public Health in Gloucestershire
Bristol:
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Bristol Shares Reading
Bristol Green Capital Partnership promoting Healthy City Week 15 – 22
October
Dr Phil Hammond at Bristol Central Library
South Gloucestershire:
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Discover Festival
Reading Well Books on Prescription evaluation
Leaflet given to all pharmacists in the area
In conclusion…
“Libraries are medicine for the soul.”
- An inscription on the Library of Thebes
Your feedback and questions please!
librariesunlimited.org.uk
[email protected]
@librariesunltd