24. Tribute to Mum, @Gills_Mum - 100th birthday!

'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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