Day 89: Saying Sorry Is The Right Thing To Do

I got angry today.

It doesn't happen often.

People who know me well are aware I’m a calm person and rarely get wound up or angry.  Today was different.  Sorry I can’t disclose more details, but it was about the way in which a patient had been treated.  I waited until I was calm then took action.

Not unrelated, today I saw a brilliant new leaflet from the NHS Litigation Authority about saying sorry.  In spite of what people might think about an organisation responsible for managing NHS negligence claims, they recommend saying sorry as the right thing to do.

Day 88: New for Old

Spent most of today in Bicester at the call centre for our new 111 service that’s due to launch in about a month.  The national 111 team came to visit to review progress in getting things set up for the new service before it launches.  Luton was one of the first pilot services, which started in 2010.  Then I was involved in pre-launch reviews representing the ‘provider’, but today as the ‘commissioner’ of the service.  Some interesting questions posed to us about how different call scenarios might be managed, particularly how serious incidents would be handled between provider and commissioner.

Day 87: Mentoring

I had an initial session with my new mentor today.  I am fortunate and grateful to be working with such supportive people who are keen to help me develop and learn.  I’ve been given time and an excellent mentor to help me work through how I need to change to achieve my aspirations.  This will include what I need to experience, learn and do to develop and grow.  It will make me better at what I am doing now as well as in any future roles.  It will allow time for reflection and focus to putting these changes into practise.

Day 86: “The Most Important Group in the CCG”

I attended our Patient Reference Group tonight.  This group is made up of representatives from each of the patient participation groups from each of the GP practices in Luton.  I attended to talk about quality and safeguarding.  The thing that sticks in my mind from the meeting is something that was said by one of the attendees; “this is the most important group in the CCG”.  Patients and the public are at the centre of our plans and decision-making, but a conclusion from the meeting was we need to work harder to engage more and more effectively when we do.

Day 85: Planning the Plan

Shortly before Christmas guidance was published by NHS England on developing five year plans for 2014/15 – 2018/19.  Also, late in 2013, further information was published about the Better Care Fund to support integration between health and social care over the next five years.  In plain English this means that the NHS and local councils will both put in money to reduce duplication and to provide services better together.  I met with executive colleagues today to talk through our NHS contribution to this fund and how we will work through all the guidance to develop plans for the next five years.

Day 84: Individual Treatment Panel

In October 2013 our Board agreed an updated policy for funding individual requests for treatment falling outside what is normally funded locally by the NHS.  Today I attended our regular panel meeting to consider the requests that we’ve received recently.  The panels decisions are based on how exceptional the individual case is, whether the condition treatment is requested for is rare and also how strong the evidence is for clinical and cost effectiveness of requested treatment.  None of the decisions were easy as they all related to individual patients needing treatment, but decision-making was professional and aligned to our policy.

Day 83: New Year Resolutions

Normal blogging service now resumed for the New Year up to Day 100.

Following my 2013 New Year Resolution I made one for 2014 yesterday. This was personal, but important to me and reflects my aim to also improve my work-life balance in 2014.

This doesn’t necessarily mean spending less time ‘working’, but for me to think and act more on how work affects home life in terms of how I allow it to influence my thoughts, behaviours and mood while I am with my family.  I enjoy my work and love my family; striking the right balance is essential.