The Values Based Standard™ of Macmillan Cancer Support: A quality framework for improving both patient and staff experience through co-productionLearning PointsA small amount of example is worth more than a mass of advice, collect stories to win hearts and minds, rather than ‘telling’ people what they should be doing.
A final learning point. If the interactions between staff and patients are at the heart of providing a good experience for patients and staff, it makes perfect sense that it should be patients and staff who focus on what needs to change to drive improvement. Experience-based co-design is a vehicle through which the Values Based Standard can move from being paper-based to action oriented. Co-production, that is patients and staff working together is vital, because, as humans we don’t’ always do what we think we do, and we don’t always do what we say we do. In our early work with a very good chemotherapy unit, staff reported that they knew and used every single one of their patients’ names. The first patient we interviewed remarked ‘this is the first time in my life anyone has ever called me Shirley! I’ve always been known by my nickname’. |
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