1. 19 January 2010 Julia Schaeper| Designing to reach out

2. The NHS

3. The NHS is massive £96,6 billion total spend 2009/10 Over 1 million patients every 36h 1,368,693 NHS employees

4. One but many 172 Acute Trusts 152 Primary Care Trusts 74 Mental Health Trusts 12 Ambulance Trusts 10 Strategic Health Authorities 10,500 GP practices in the UK

5. July 5 1948

6. The NHS now

7. Some great advances

8. However… “The government has set itself the aim of a ‘patient-led NHS’. But our health services still have a long way to go before we can say that they are really putting patients first. Being an NHS patient is still too often a frustrating experience.” Healthcare Commission, 2005

9. 20 billion funding gap We need to save £90 million a day

10. NHS challenges Rethink the way they do things Sharewhat we know Find innovative approaches to increase quality and productivity whilst reducing costs

11. Innovation is business critical. Service design can help us innovate

12. What we do We support the NHS to transform healthcare

13. Where we sit NHS DH GP GP GP GP GP GP Trusts SHAs NHSi

14. We design to reach out Processes | Developing new approaches Products | Supporting you to innovate Programmes | Building capability to innovate

15. What we have done Established for nearly 4 years Working with 94% of NHS organisations More than 100 products or programmes We work with the experts

16. How we work www.institute.nhs.uk| Assisting the NHS in transforming healthcare

17. Design-led A creative method of problem solving Designed to help our staff break away from traditional mindsets and think in a fresh, creative way about developing solutions for health and social care

18. Our process

19. Some of our products

20. Experience based design

21. An improvement methodology About using patient and staff experience to gain insights and identifying opportunities for improvement

22. Patient involvement Full Participation and Involvement Giving Information Listening and Responding Consulting and advising Complaining

23. A guide and framework

24. Improvement tools

25. Follow the link to watch the film http://www.institute.nhs.uk/quality_and_value/introduction/experience_based_design.html

26. The Productives

27. Releasing time to care A programme to support NHS teams redesign and streamline their services

28. Using Observation

29. Through the eyes of...

30. A toolkit To help NHS staff experience different user perspectives and see the value user centred research can bring. Observation for understanding. Observation for inspiration.

31. Observation, why? People do not always do what they say they do, what they think they do, what you think they do, and they cannot always tell you what they need. Surveys are not enough!

32. Innovation Practitioners

33. A capability building programme Equipping NHS staff with the skills to innovate their services and to create sustainable solutions to healthcare challenges

34. Learn How to take a creative approach to problem solving and how to apply innovation tools and techniques

35. Thank you. Julia Schaeper| julia.schaeper@institute.nhs.uk www.institute.nhs.uk