25. Miles Sibley, Founder of Patient Experience Library

'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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