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Round up on People Make Change Possible 23 October 2019:

17 September 2019



Over 70 All Ireland delegates network and share at ‘People Make Change Possible’ Event.

Over 70 health and social care professionals attended the event, representing all disciplines and a wide range of geographical areas both North and South.  The delegates enjoyed hearing from the impressive range of speakers who shared experiences themed around the importance of putting people at the centre of quality improvement in healthcare. The event was jointly organised by the Improvement Hub for HSCQI and the National QI Team in HSE.The theme throughout the day focused on the importance of listening to staff and service users to coproduce and that kindness, compassion and patient centred care are essentials for quality improvement in health and social care. The day reinforced that the science of QI will only work when the culture is right.

The keynote speaker,. Eleanor Rivoire of Kingston Ontario, shared her experiences of ‘Catalysing Improvements in Safety and Quality.’ Focusing on the importance of partnership between with the healthcare provider and the patients and family in developing patient and family person centred care.

Eunice Minford and Gill Smith from the Northern Health and Social Care Trust highlighted the ground breaking work that has been undertaken to create a supportive team environment in surgery.  This has included the ‘Theatre Cap Challenge’ where all theatre staff have their names on their caps. A series of impactful videos to show how words can be very powerful and how harmful behaviour effects colleagues and patient care was also developed.

With the patient very much at the centre of the day’ events it was Lorna Peelo-Kilroe from the HSE who shared a programme she is working in that demonstrates the possibility of melding and blending QI methodology with person-centred methodology when developing and changing culture and practice. She gave an example where using this two pronged approach in a residential service in trouble enabled culture change where everyone could experience ‘Flourishing in Person-centredness and Quality Improvement.’ Lorna was keen to highlight that everyone must experience person-centredness at all levels in the organisation in order to change the culture.

Providing citizens and staff with the knowledge and skills to take forward change projects has been running successfully in the Southern Trust. Paula Tally shared their experience of providing training to service users on QI techniques so that they can run with improvement projects. Paula was able to recount how service users and staff wanted to be listened to and had so much to contribute. The GREAT Checklists and Video toolkit was also highlighted. This toolkit was developed by the HSCQI PPI Community of Practice and is a fabulous resource for staff to use in coproductionThe session closed with an emotional and thought provoking, live All Ireland Schwarz Round. Schwartz Rounds are conversations for staff about the emotional impact of their work.  They have been proven to improve teamwork and reduce hierarchy and psychological distress in staff.

This was a very appropriate close to what had been a very practical and useful learning session, with excellent input and many new connections made.Dr Mark Roberts from HSCQI and Dr Philip Crowley from HSE who jointly chaired the event were very positive about the shared learning, collaboration and networking opportunities that had been achieved.

‘Despite the pressures that staff in health and social care face on a daily basis, there is a tremendous energy and to improve and share and learn. The All Ireland event today brought enthusiastic, innovative staff together to focus on quality improvement and the impact that people have on making change possible. Our speakers will have inspired many staff to go off and plan further improvements in their own teams. Quality Improvements which will ultimately improve life for those we care for in the Health and Social Care sector and for those who work in the sector and are vested with the ability to improve lives.’

It is hoped to continue to build on this All Ireland quality improvement work with other learning events and future engagement online. On the back of the very engaging All Ireland Tweet chat on World Patient Safety Day, another Tweet chat is planned for World Quality Day on 14 November


More information on the venue and how to get there.

The Mount Conference Centre, Belfast


@hscqqi  @nationalqi   #hscqi #qireland


Other useful web links

PDF of event leaflet.flyer for People Make Change Possible+




More information on speakers and hosts.

Eleanor Rivoire of Kingston, Ontario is the former Executive Vice President and Chief Nursing Executive at Kingston General Hospital (KGH). In her role, she was the executive sponsor for Patient and Family Centred Care and the driving force behind KGH’s Patient and Family-Centred Care (PFCC) program.

Setting her sights on changing the culture at KGH to one that encouraged patients and families to bring their voices to the table on matters of organizational planning and decision-making, Eleanor led the charge to make sure that the four PFCC principles – Dignity and Respect, Information Sharing, Participation and Collaboration – were incorporated into all aspects of hospital life. Thanks to her leadership, over 60 Patient Experience Advisors currently partner with KGH staff, decision-making groups materially impacting the patient experience are required to include at least one patient advisor at the table, and KGH is seen as a worldwide leader in patient-centred care. Simply put, Eleanor’s work has had a profound impact on patient experience at KGH. Eleanor’s multiple contributions to effecting patient-centred change at KGH include:

  • Ensuring PFCC language and expectations are woven into all job descriptions, evaluations and policies;
  • Developing patient-centred leadership tools which support staff and advisors alike regarding what they need to know and be aware of when meeting at the decision table together; and
  • Ensuring that the first voice heard at new staff and resident orientation is the voice of the patient.

Through Eleanor’s leadership and encouragement, KGH has also become a resource for many other health care organizations. In the past four years alone, the hospital has been approached by over 150 organizations across Canada, the United States, Europe and Australia who would like to better understand its approach to PFCC. She is a great example of how local patient-centred initiatives can have a global impact.

She has more than 35 years of experience within the clinical, education and administrative domains of professional practice. She has a keen interest and expertise in transforming the patient experience, with a focus on patient- and family-centred care and patient engagement, as well as with models of interprofessional practice and education. She is engaged in leading innovative changes that bring about policy and process improvements and result in improved quality and safety outcomes.

Lorna Peelo-Kilroe works in the Health Service Executive (HSE) in Ireland in the Office of Nursing and Midwifery Services and the National Quality Improvement Team.  Over the last 15 years her work has focused on the development of a person-centred workplace culture, practice development, transformational facilitation, and quality improvement. Over the last 6 years Lorna has been exploring the concept of human flourishing, how it enhances ways of working and workplace culture, how it can be enabled through skilled facilitation, and the benefits to persons using and providing services as well as employers.

Lorna is currently HSE lead facilitator on the National Programme to Enable Cultures of Person Centredness across the whole service and located within the NQI Team. The aim of this innovative programme is enable a culture of person-centredness that supports person-centred practice and care for all whether using or providing service

Dr Aideen Keaney is the Director of HSCQI. She is a graduate of Queens University Belfast and has been working as a Consultant in Paediatric Anaesthesia and Paediatric Intensive Care Medicine for the last 14 years. During this time she developed an interest in Patient Safety and Quality Improvement and completed the Scottish Patient Safety Programme Fellowship. She has held a number of Medical Leadership roles including Clinical Governance Lead, Clinical Lead for Patient Safety and Quality Improvement and Clinical Director for Paediatric Anaesthesia, Paediatric Intensive Care Medicine and Paediatric Surgery. She is also a Health Foundation Generation Q Fellow and has completed a Masters in Leadership for Quality Improvement.

Dr Philip Crowley is the National Director for Quality Improvement in the HSE.  He is a graduate of the Advanced Training Programme in Healthcare Delivery Improvement, Intermountain Healthcare Salt Lake City Utah. He leads a national team that supports the health service in imp0roveing care through the application of a framework for improving quality.  He is a doctor who works part-time as a GP. He worked for five years in Nicaragua, trained in public health in Newcastle Upon Tyne and worked for 6 years as Deputy Chief Medical Officer in the Department of Health. He has been in his current post for 5 years and worked in the HSE for 9 years.

Dr Mark Roberts, Clinical Director, Improvement Hub for HSCQI, graduated from the University of Aberdeen in 2000 and took up post as a Consultant in Acute and Geriatric Medicine in 2011, and since that time has been elected as Fellow by the London Royal College of Physicians and completed the Scottish Patient Safety Programme Fellowship.                                                                                                            

He took up the Clinical Director post for the Regional Improvement Hub in November 2017 and continues to work in clinical care.  His main interests are widening QI skills and attitudinal change across the whole workforce and supporting Northern Ireland in realising its aspiration to be internationally recognised in leading high quality and continuously improving health and social care.

Paula Tally has corporate responsibility for Quality Improvement and Transformation in Southern Health & Social Care Trust.  Paula is leading the implementation of the Quality Improvement Strategy across the Trust and engaging with senior leaders, professional staff and service users to build quality improvement capability within the system.  Paula has twenty years of experience of working in Health & Social Care and has led efficiency programmes, modernisation projects and improvement work throughout this time.  Paula has completed the NHS Education for Scotland’s Scottish Improvement Leader Programme and is a Trust member of the IHI Health Improvement Alliance for Europe and also the Trust lead in HSCQI – building the QI infrastructure of Northern Ireland.  Paula believes passionately that service users and carers should be supported to be involved in making change happen.  

Eunice Minford is a Consultant General Surgeon with an interest in self-care and human factors, and she has initiated a QI project to ‘create a supportive environment in surgery’ and address the issues of bullying and harassment that are pervasive in the surgical arena. She has previously published a survey of UK medical schools attitudes to self-care training exposing some deficits. A previous QI project on the use of a sticker to improve the safety and quality of weekend handovers won several awards and received regional funding for implementation across Trusts in NI.

Gill Smith has leadership responsibility for the development and implementation of the Northern Health and Social Care Trust Strategy for Innovation and Quality Improvement (IQI), and she has a particular interest in Human Factors as a Human Factors trainer.  Gill’s career has been dedicated to leading large-scale modernisation/reform projects, with a strong emphasis on the application of quality improvement methodology to deliver results.  Gill has a long-standing connection with Institute of Healthcare Improvement (IHI), and is the Trust lead for membership of the IHI European Health Improvement Alliance – a collaborative of European partners working on areas of joint interest to improve population health.  Gill is also active leader in the development of QI infrastructure across Northern Ireland.

Eunice and Gill will share how simple changes can promote effective teams and safer care. Their powerful videos help expose the impact of negative team behaviours.  They will discuss their study on the prevalence of bullying, undermining, harassment and discrimination and share how the adoption of the #TheatrecapChallenge, Compassionomics and the Kindness Bundle is Here’s a link to a short video to give you a taster of the work Eunice and Gill will share.