Empowering staff and service users to lead quality improvement initiatives
Meet the team: Make A Change Heroes Network
- Sonia Nosheen, Transformation Manager, Pictorial Artist
- Dan Wadsworth, Access Manager, Co-Director 15s-30m
- Dr Rachel Piling, Consultant Ophthalmologist, Co-Director 15s-30m
- Andrea Gillespie, Nursing and Midwifery Quality Lead
- Susan Franklin, Associate Chief Nurse for Quality
How we came about our idea?
The change agent peer support network, “Make a Change Heroes” was recently created at Bradford Teaching NHS Trust following a conscious effort to bring clinical and non-clinical staff together with a keen interest in driving patient-centred improvement and peer collaboration.
The MAC Heroes network celebrates diversity, talents and expertise staff bring to the platform. It embraces the premise that staff are experts in their area and have the best understanding of what needs to be improved or opportunities
We asked our staff members to tell us what they wanted to get out of the network and how we could make membership meaningful and worthwhile. Key opportunities for improvements were:
· To be confident in discussing improvements with our service users
· Save time by getting the initiatives right by seeking guidance from services users and connect to the community to prevent “reinventing the wheel”
· Develop improvement skills in staff who could develop these skills with service users/ community
· Create a systematic approach to enabling service user involvement in quality improvement across design, delivery and development of services
· Reduce fragmentation by involving other services (commissioners, primary care, social care. Etc) in creating improvements for our community
· Develop innovative ways to promote recognition and celebration of improvements
We want to use these opportunities identified by staff to create key positive outcomes from MAC Heroes network which will focus on:
- Building staff knowledge to develop/lead quality improvement initiatives – provide training using fun, motivational and inspiring approaches and opportunities to collaborate and share learning.
- Create sustainability of the peer support network to release people’s potential and self-fulfilment relating to quality improvement.
- Developing links with colleagues across community services which will also provide opportunities to work with community patient support groups to develop MAC Heroes
- Exploring the appetite for service user input: such as involvement, leadership in coproduction, supporting the identification and execution of improvement ideas
- Developing service user knowledge in quality improvement methodology
- Sharing the learning widely with the Q community to support similar initiatives
We will be adapting our approach to education/training using the seven steps to design learning partnerships approach evidenced in Taylor & Magolda, 2015. We are keen to ensure members feel that we are working in partnership with them to promote their growth as change agents by challenging their status quo position, developing their confidence to lead improvement (using personal authority, not reliant on positional authority) and opportunities to work collaboratively.
It can be a scary prospect for service users to work with staff that use complex terminology or improvement “speak” and this can make some service users feel isolated, nervous or disengaged. Service users will engage at different levels depending on their interests, experience/ personal stories, skill set and desire to participate. As part of the service user recruitment process, we will be open to having these conversations as we explore this idea further. We will also be factoring this in to how we articulate the network support offer to all participants.
How will we know we have made a difference?
We have created a driver diagram that articulates our strategy and measures to demonstrate impact and learning. This reflects the network deliverables listed above. We will also have data to understand if MAC Heroes feel as though they are energised and empowered to be part of or lead on quality improvements
Who will be involved?
The MAC Hero faculty consists of:
· Quality improvement science experts
· Expertise and insight in staff and service user engagement.
· Endorsement of the deputy medical director with an interest in service user engagement and quality
· Artistic manager who campaigns for universal communication to engage with our communities
· Social movement expertise
Next steps towards delivery
· Identify executive and patient expert/user sponsorship
· Agree and develop MAC Heroes package and levels of opportunities within it
· Up skill staff MAC Heroes to support delivery of service user MAC Hero training
· Scope out interest and recruit service users via existing patient/service user involvement groups
· Provide peer support to service users to become energised and empowered in improvements
· As part of our long-term goals, we want to take this model to our community partners e.g. CCGs, Council and neighbouring acute trusts, to develop MAC Heroes across the community.
Batalden M, et al. Maren Batalden, M., Batalden, P., Margolis, P., Seid, M., Armstrong, G., Opipari-Arrigan, L., Hartung, H. (2016) BMJ Quality Safety. 25:509–517.
Filipe,A., Renedo, A. and Marston, C. (2017) The co-production of what? knowledge,values, and social relations in health care. PLOS Biology.15(5)
Taylor, K.B and Magolda, M.B.B (2015) Building Educators’ Capacities to Meet Twenty-First Century Demands. Available from: [http://journals.sagepub.com/doi/pdf/10.1002/abc.21202] Accessed on: 3 May 2017
How you can contribute
- If this work is within your gift, please share any evidence base and insights you might have around:
- how you have recruited service users to be involved in quality / service improvement initiatives
- how you have set up similar change agent networks and how you have sustained momentum
- If interested in our idea please make contact to collaborate with its development and promotion for benefit of the wider Q community and beyond