To meet current and future challenges, health and social care providers must be prepared to think and act in innovative ways to achieve both service transformation and system integration. Our approach is tangibly different than conventional methods – we call it Humanising Healthcare®.
Our improvement methodology first studies, then redesigns health and social care services through the lens of patients, not on episodic activity or income levels. By studying health and social care through the lens of the patient, we can develop a comprehensive understanding of service performance in a new and innovative way. This allows for evidence-based redesign that delivers improved patient outcomes and can reduce costs.
When studied this way, the reality is patient numbers remain stable but uneven. Small numbers of patients in every health and social care economy, which we call the ‘vital few’, consume disproportionately high levels of service activity and costs, not because of age or condition profile as is commonly assumed, but because pre-defined pathways and processes do not meet their needs. They are not traditional patients who will benefit from standard approaches.
Humanising Healthcare® is a patient-focused improvement methodology. It starts by examining demand in patient terms and identifying the ‘vital few’ patients who are behind performance challenges and operating deficits. By analysing patterns of demand, we can ascertain how best to reduce operational processes that lead to sub-optimal outcomes.
Humanising Healthcare® fuses both qualitative and quantitative data techniques to understand the root causes of health and social care performance issues and associated cost challenges. Working alongside staff, patient-centred proof of concepts are designed, trialled and scaled to achieve new, sustainable ways of working. This leads to cost-effective transformation of operating models and reduced patient demand through more preventative systems.
The work is split into 3 phases: Research, Redesign and Roll in. Your staff will be fully involved at each stage and supported to understand the processes required to roll in and sustain changes. This provides a tangible investment into the work they undertake daily and can lead to an improvement in morale. By working collaboratively, we enable a deeper understanding of the issues faced and how to design services that work for patients.
Our team possesses extensive experience, knowledge and skills across the health and social care system. From acute to social care; operations management to quality improvement; data analytics to programme leadership. We have all previously worked within the NHS and local public services, and so have a comprehensive understanding and knowledge of system challenges and opportunities. We share a firm belief that doing the right thing for patients creates the most effective, efficient and sustainable health and social care systems.
A truly refreshing and proven approach to achieving sustainable performance improvement that can really make a difference to healthcare systems and bring about radical and cost-efficient change at a time when it is most needed.
NHS Foundation Trust Board Executive
The Humanising Healthcare approach is intelligent work and provides the means to achieve integrated care.
Director of Adult Social Care and Community Services
This is very important work that must become the focus of future improvement effort for NHS commissioners.
CEO NHS Commissioner
This work is an innovative and imaginative resource for health services.
GP and NHS Clinical Chair