Berenice Postlethwaite Patient Experience Manager Do You See What I See? Humanising a Complex...

Berenice Postlethwaite Patient Experience Manager

Do You See What I See?Humanising a

Complex Medical System30th September 2014

What Patient and Family Experience is All About

The Story of Patient and Family Experience

The Story of Patient Experience Use your body intelligence

Do you see what I see ?

Do you see what I see ?

What do you hear – do you listen with your heart?

Listen with our heart?

WHAT DO I SEE?

WHAT DOI HEAR?

AM I LISTENED TO?

WHAT DO I SENSE IS

HAPPENING?

DO YOU KNOW ME?

HOW AM IMADE TO

FEEL?

BODY INTELLIGENCE THROUGH THE EYES OF PATIENTS / CARERS

Which journey are you on?

• Children, young people, families and carers want to feel that their hospital knows them, understands their problems and cares about them.

• They want us to learn from their experiences and improve. • From our children, young people and families we pick up

innovative ideas that we might not otherwise have known about.

• Links to other work streams – Quality, Equality and Diversity, IQP etc.

• Working collectively with children, young people and families will strengthen the framework of our teams and our organisation and it will be one of our most valuable assets.

Bringing the pieces together by “Listening, Understanding, responding and Delivering”