25. Miles Sibley, Founder of Patient Experience Library

Wild Card - Whose Shoes?

'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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1. 25. Miles Sibley, Founder of Patient Experience Library (00:00:00)

2. Miles is the founder of Patient Experience Library (00:01:16)

3. It was odd there was no evidence base for patient experience (00:03:09)

4. 70,000 documents in the library! Thousands of visits to the website every week! (00:04:05)

5. How can we make all this important information more accessible and usable for healthcare professionals? (00:04:50)

6. We need knowledge translation. It is no use just dumping piles of patient stories on busy healthcare professionals. We are developing analytical tools too. (00:04:58)

7. On the clinical side, the NHS is brilliant at helping people learn. The structure is in place. Evidence based. (00:07:23)

8. Things are much more ad hoc on the patient experience side. We need a similar kind of learning infrastructure and evidence base for patient experience. (00:09:05)

9. There is currently complete inequality. The ‘Inadmissible evidence’ report is incredibly influential here. Please read it. (00:11:42)

10. Language is key. Patient ‘stories’. Medical ‘reports’. When clinicians say something wrong, it is an ‘incident report’. When a patient says something wrong, it’s called a ‘complaint. (00:12:39)

11. Statistics are seen as hard evidence (00:13:37)

12. We need both. We need parity of esteem for quantitative and qualitative evidence! (00:15:10)

13. First do no harm. But harm is done when patient stories are not seen as important, when people are not listened to. (00:15:25)

14. The GP says “Tell me, what is the matter”. Until you listen, you can’t possibly know what the problem is. (00:18:00)

15. So what happens between the individual clinician and when we get to the organisational system level? Something goes wrong. (00:18:19)

16. Multiple healthcare disasters show the importance of listening to people and what matters to them. (00:19:20)

17. When Sir Simon Stevens stood down CEO of the NHS, his number one message was listening to patients (00:23:02)

18. So how can the NHS be both evidence based and patient centred? How can this happen if listening to patient does not hold higher status? (00:23:45)

19. How are we gathering the evidence? How are we analysing the evidence? (00:24:34)

20. Evidence needs to be up-to-date that’s not what happened a year ago (00:26:33)

21. Whose Shoes workshops collect immediate feedback, what is important now! (00:27:30)

22. That shows the power of these different kinds of approaches! (00:28:22)

23. Health inequalities - has to be central to quality improvement work! (00:29:00)

24. National Voices, Care Opinion … a lot of people are doing some fantastic work in space (00:29:40)

25. Jo Hughes. ‘ A mother‘s instinct’. We have so much to learn. Restorative justice. (00:30:32)

26. Build those connections! (00:32:52)

27. “Nobody’ patient”. An incredibly powerful title for our #WhoseShoes project. People falling through gaps in the system. Not translated into managementspeak! (00:33:18)

28. Should there be a separate NHS England team around health inequalities? – but also it needs to be embedded through everything? Everyone’s job! (00:35:33)

29. We have to break the cycle. The same mistakes are happening over and over again. (00:38:42)

30. If you look after the staff, they will look after the patients. (00:39:43)

31. People complain about say car parking – but it might run much deeper than that. Listen! (00:40:39)

32. Find simple ways to take things forward. (00:41:44)

33. Inadmissible evidence. Wonderful report by Miles Sibley (00:42:17)

34. Let’s have a podcast party! (00:44:42)

35. Our co-produced poem - Evidence based! (00:45:18)