Meet the team
Senior Project Manager / Researcher
Barts Health NHS Trust
- England - Kent Surrey Sussex
- England - London (North, East and Essex)
- England - national
- Alison Robert, Manager, Tower Hamlets Council for Voluntary Services
- Helen Wensley, Outpatients Programme Director, BH
- Ellen Sykes, Lead Patient Engagement and Advocacy Services, BH
- Malika Atoussi, Head Bilingual Health Advocacy/ Interpreting Service, BH
- Abbas Mirza, Community engagement Lead, BH
- Janice Roper, QI Advisor, BH
- Conor Byrne, Consultant, BH (equity workstream)
What is the positive change that has emerged through new collaborations or partnerships during Covid-19 that your project is going to embed?
The rapid sale up of remote outpatient consultations, in particular video, has been key to maintaining services throughout the crisis; however video consultations also bring other well documented benefits to patients and staff and meet with key aspirations of the NHS plan to deliver more digitally enabled care.
Our recent post-video consultation survey revealed 82% of 1,927 patients would like to continue video consultations post-pandemic. Patient comment; “I experienced less anxiety from not having to travel to my appointment and in turn, felt more calm and able to remember questions I wanted to ask”. 21 of 25 patients who don’t speak English, considered their experience of a video consultation to be ‘significantly better’ than face to face.
This work will be supported by key new collaborations between the video consultations implementation team at Barts Health, Bilingual Health Advocacy, BH ‘CoVOG equity improvement workstream’ and the Community Sector; including Tower Hamlets Council for Voluntary Services.
What does your project aim to achieve?
Digital exclusion and other barriers, such as language, have the potential to exacerbate inequalities in access to remote consultations. Approximately 7.5% Newham residents report they cannot speak English well (2017)
To support and inform the scale up of video consultations in non-English speaking communities:
1) Measure and understand the uptake within non-English speaking communities locally, specifically;
– proportion of non-English speaking patients offered, and accepting, video consultations
– proportion who do not attend
– the use of bilingual health advocates (BHAs) and family members
2) Explore the experience of video consultations from perspectives of non-English speaking patients, local communities and staff
3) Work with patients, community groups and other stakeholders to co-design and test the most promising change ideas with a cross-sector approach to addressing barriers and enhancing access; aiming to double the number of non-English speaking patients accessing successful video consultations during project. One promising idea is bilingual NHS volunteers conducting video ‘test calls’ with patients.
How will the project be delivered?
Through close working of a carefully chosen project team, working closely with members of the community and local charities to co-design and explore a combined community/ health approach, using QI methodology.
The day to day process owner will be Joanne Morris, an experienced project manager and QI coach, with extensive experience leading video consultations roll out. The core team will meet fortnightly, including;
– Bilingual Health Advocacy Manager
– Advocacy and outpatients staff delivering day to day operations
– Community members
Wider team will include; local charities, BH community engagement lead, BH head of volunteering, business intelligence unit. The project Sponsor and Lead of Advocacy Services will address project barriers at a senior level.
A small patient and public involvement group will be established (working with Tower Hamlets Council for Voluntary Services).
We will report to the ‘CoVOG equity improvement workstream’ at BH and Tower Hamlets Together ‘Digital Access and Inclusion’ workstream.
How is your project going to share learning?
The work will be embedded in existing workstreams and teams within the Trust and shared with the Tower Hamlets Together ‘Digital Access and Inclusion’ workstream and other charities / community forums (working with Abbas Mirza). Ongoing progress and learning will be shared with these groups and acted on as the project progresses. A shared purpose with these groups will aid future sustainability.
Communication (including project results) will be co-designed with the community representatives, PPI group and bilingual health advocates; and translated into key local languages.
We will disseminate further with other Trusts through external networks such as on the Future NHS platform, through the Health Foundation and with contacts leading the roll out of video consultations in NHSE/I and Academic Health Science networks.
Project information and findings will be hosted on the Barts Health website (patient and clinician pages) and we plan to publish / present our findings for wider dissemination.
How you can contribute
- We would like to draw on the expertise, experience and connections in the community to inform ideas and progress
- To link us with what is going on elsewhere, signposting to other work
- To share feedback and help disseminate findings
- We would like to hear from anyone tackling similar challenges and work within the community; and anyone who would like to work with us in this project or future collaborations
- We would particularly like to report to, and receive feedback from (as we progress), the already established special interest groups; 'Video consultations; how to set them up well and fast' and 'Understanding alternatives to traditional models of out patient care'
|16 Mar 2021||SET UP: Stakeholder mapping, recruit additional team memembers& community representatives|
|24 Mar 2021||SET UP: Agree project charter, SMART aims, define measures,data collection|
|24 Mar 2021||SET UP: Clarifying team roles, responsibilities; meetings diarised|
|24 Mar 2021||SET UP: Process flow mapping with team, developing shared purpose|
|31 Mar 2021||LAUNCH; presenting plans to ‘CoVOG equity improvement workstream’ at BH|
|5 Apr 2021||PPI co-design group meeting|
|16 Apr 2021||Baseline data; audit uptake, patient survey, BIU data, qualitative data|
|26 Apr 2021||Cross-sector consultation to identify initial change ideas, specific, actionable.|
|26 Apr 2021||PDSA cycle plans e.g improve awareness of advocacy booking process|
|30 Apr 2021||ONGOING - MONTHLY updates to equity improvement workstream at BH|
|30 Apr 2021||ONGOING - THT 'Digital access and inclusion' presentation and feedback|
|7 May 2021||Initial PDSA cycles start followed by ongoing measurement, improvement& consultation|
|21 May 2021||PDSA cycle planning e.g recruit and training volunteers, consent patients|
|21 May 2021||PPI meeting to discuss and co-design|
|28 May 2021||ONGOING PDSA cycles; co-designed - ensuring ongoing patient and staff engagement|
|29 Oct 2021||End of official PDSAs and focus on write up|
|30 Nov 2021||Submission of final report to Health Foundation, and wide dissemination|