LEARNING LESSONS: HOW LISTENING MAKES US MORE LOCAL Martyn Ladds,1 Steve Davison2 1Sue Ryder, London, UK; 2Sue Ryder - Manorlands Hospice, West Yorkshire, UK

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LEARNING LESSONS: HOW LISTENING MAKES US MORE LOCAL Martyn Ladds,1 Steve Davison2 1Sue Ryder, London, UK; 2Sue Ryder - Manorlands Hospice, West Yorkshire, UK

BMJ Support Palliat Care: first published as 10.1136/bmjspcare-2011-000105.172 on 1 September 2011. Downloaded from Abstracts P172 LEARNING LESSONS: HOW LISTENING MAKES US MORE LOCAL Martyn Ladds,1 Steve Davison2 1Sue Ryder, London, UK; 2Sue Ryder - Manorlands Hospice, West Yorkshire, UK 10.1136/bmjspcare-2011-000105.172 At Sue Ryder we’d like to share what people told us about the way we communicate and the specialist palliative and end of life care we provide. We’d like to talk about the things people told us and the improvements we’re now making. We asked what a specialist palliative and end of life care pro- vider needs to do, to be better. After listening to what people told us, and looking at the health and social care sector, we’re making visible changes in how people understand and experi- ence our services. We’d like to share what we’ve learnt. The session will share research ﬁ ndings. Sources include: IPSOS MORI and service-users. We’ll talk about how the expe- rience of inpatient and day therapy services. We’ll describe the way we’re now communicating with service users, fam- ilies and friends. We’ll refer to case studies including the Department of Health funded capital scheme at Sue Ryder – Manorlands Hospice. We’ll also share what how introducing new touch-screen technology, and the Information Standard, can help improve the quality and integrity of print and online communications. The session will cover lessons learnt, and how some assump- tions were challenged. We’ll show how listening is now help- copyright. ing us build a better future. Objectives ▶ Share research evidence from IPSOS MORI, NOP, and service-users ▶ Case study the Department of Health capital scheme at Sue Ryder- Manorlands Hospice, Yorkshire ▶ Describe how we’re increasing local engagement and identity ▶ Explain how new technologies and printed information can create better user experiences and assurance ▶ Describe how these lessons are inﬂ uencing a new state of the art hospice facility at Peterborough, in Cambridgeshire http://spcare.bmj.com/ (opens 2013). on October 1, 2021 by guest. Protected BMJ Supportive & Palliative Care 2011;1:206–273 261 21_bmjspcare-2011-000105.indd Sec1:261 9/5/2011 7:02:55 PM.

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