Abstract
to take the programme forward. At the time, there were not many examples or case studies in health care to refer to. Also how to edit the four hours of video footage – and then structure the staff sessions. We remembered an article written by Don Berwick, (MD, MPP, FRCP, President and CEO, Institute for Healthcare Improvement (IHI)) in which he talked about what the specific dimensions of ‘‘total quality’’ that he had considered for a patient requiring knee surgery. ‘‘Don’t kill me, don’t hurt me, don’t make me feel helpless, don’t keep me waiting’’. Results and benefits: The sessions allowed us to work with staff to understand the impact of their interactions with patients. There were some examples of good practice and some where we could do better. This is not about being patient centered – this is about becoming patient driven and the team was proud to give a voice to our patients and have the privilege of participating in listening to and providing a methodology which brings our patients and staff together to improve services. Intended learning outcomes:
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