The reason why I organised and facilitated a WhoseShoes? Coproduction event was because I wanted to give citizens the opportunity to influence and improve the Guildford and Waverley Integrated Care System. We acknowledge that older people living with frailty often access multiple services that don’t talk to each other, this creates confusion, duplication and poor patient experience for our citizens. We wanted to explore the use of WhoseShoes? Coproduction tool as an approach to improving services. I want to share this activity to highlight how important it is to involve patients in the development of services.
Staff were invited to the event via a Guildford and Waverley Integrated Care Partnership Multi-professional Reference Group email communication and by word of mouth. Citizens were invited to the event via the following platforms:
· Leaflets left in reception areas in the hospital and with the patient advice and liaison service
· I emailed the Milford League of Friends
· I recruited citizens at Royal Surrey Hospital and Milford Hospital by talking to them about the event.
· Advertisement on the Royal Surrey Foundation Trust Website and Social Media (Facebook and Twitter)
· Head of Patient Experience at Royal Surrey advertised the event to the patient panel
· Head of Engagement, Diversity & Inclusion Guildford and Waverley CCG shared information via email to leaders of hard to reach groups
· Smart Cranleigh connected with the 18 community groups
WhoseShoes? Coproduction tool was used and I was supported by a graphic artist who captured the themes of the conversations. The principle behind the event was no hierarchy, just people. Staff were sent out an email informing them that name badges needed to be removed and suits/uniforms were not welcome.
Results: The themes of the conversations that integrated care partnership staff had with citizens were: Information, communication, language, carers, support, technology, individualised, choice, see me the person, quality, partnership, feedback, values, service design, isolation and access. The conversations resulted in citizens and staff making 35 individual pledges to improve services. Some pledges were specific actions for example 'To get the RSCH menu to include carb count, to help people living with diabetes to administer insulin/metformin without guessing'. Others were about changing behaviour for example 'Taking the time to understand goals and motivations, rather than enforcing what I think is best'. Director of Transformation reported 'This is the best patient engagement event I have ever been to'.
Conclusion(s): I have concluded that using the WhoseShoes? Tool to coproduce service development with citizens is an effective. I have found that the pledges that people made at the event vary between commitment to behaviour change and specific actions based on citizen feedback
Cost and savings
No further information.
The potential impact of the project is that other services think more about the need to involve patients in the development of services, leading to more coproduction events. More professionals working with older adults including physiotherapists will then change their behaviour, based on citizen feedback. This will result in patients receiving a better quality of care/experience when they use services.
Top three learning points
No further information.
Royal Surrey Foundation Trust paid for the cost of the graphic artist which was £ 1,055.00+VAT @20%.