We’re incredibly proud to be finalists in the UK Digital Experience Awards 2017 alongside our partners; the Outpatients team of the Royal Bournemouth and Christchurch Hospitals and Humap Software.

Whilst we have some stiff competition from a number of household names, we hope ‘Through My Eyes and in My Shoes’ – a private digital space with a templated approach that brings together healthcare professionals and patients to co-create better outcomes for their Outpatients service -will impress the judges and win us the award.

So how did we reach the finals?

Well our story began several months ago, when we started working with Alison and Diane – the service leaders in Outpatients. They enlisted our help because they wanted to achieve 3 main outcomes:

– Move their CQC rating from Good to Outstanding.
– Bring the whole team in Outpatients together to develop stronger and deeper relationships with their patients and clinical partners.
– Be in the best possible position to contribute and influence the outcomes of future Clinical Services Reviews.

Very early on in our work together, we established that the 90 person Outpatients Team provides an events service focused on ensuring:

-300,000 outpatients attending clinics annually receive an outstanding experience.
-200 clinical partners providing the 20,000 clinics receives outstanding support.

And we understood that achieving outstanding requires innovation and continuous improvement, so we needed to develop:

– Metrics which reflect and measure what matters most to patients. So “Our Right Way to Care Commitments” were born. They give us a simple way of articulating and measuring effectiveness.

– A way of listening to understand the perspectives, needs and ideas of clinical teams and patients which reflects a hosting and hospitality mindset.

– A way of using technology to work collaboratively with our clinical teams and patients to continually innovate and deliver service improvements.

And so ‘Through My Eyes and In My Shoes’ was born. It’s a template for working with clinical teams and patients as well as being a private social network housed on Humap Software’s collaborative software platform, REAL.

The REAL platform is a virtual, partnership space which provides a secure, invitation only, cloud based solution that doesn’t impact the hospital network. This flexible, time saving approach enables us to provide a really high quality user experience and involve everyone easily and quickly without the need for emails and face to face forums.

‘Through My Eyes and In My Shoes’ has helped us redefine the Outpatients Experience and bring the whole of the Outpatients team together with their clinical partners and the patients they serve into a Patient Partner Network.

Everyone involved can truly listen to each other’s voices, understand each other perspectives, and work collaboratively to co-create an outstanding service.

The REAL platform has enabled us to develop a scalable model for patient engagement, and a community of purpose with real power.

In our next blog, we’ll share more details about how ‘Through My Eyes and In My Shoes’ works in practice.