12. Running the joint patient-staff event

This event follows on from the separate feedback events for staff and patients. The proceedings open with a welcome, followed by an overview of the process so far and an explanation of the structure of the event. (See joint patient-staff event agenda template and example joint patient-staff event presentation).

The whole group then watches the patient film, and the group spends 10 minutes discussing the footage. The staff and patient priorities that were agreed at the separate events are shared so that all participants can see the priorities discussed.

After a break, the facilitator ensures that participants are evenly spread into groups of eight or so per table, with a good mix of staff and at least two patients at each table. The participants introduce themselves to the others around the table. There are then 40-50 minutes of unstructured discussion to analyse the long list of issues highlighted at the previous meetings, and to highlight priority areas for work.

After this, the facilitator brings the whole group back together to share those priorities and to jointly narrow the choice down to three or four key target areas for service improvement. Finally, participants are invited to join the co-design group that will focus on the area of most interest to them.

Key points

• The event lasts between two and three hours, and can work well in the afternoon, with lunch provided beforehand to encourage people to arrive on time.
• Patients may be quite nervous about attending, so it is very important that you welcome them attentively. Giving everybody a sticker or badge showing their first name can help patients and staff at all levels to feel more equal.
• Check and double-check your audio-visual equipment. The success of the event depends on the film running smoothly.
• If you can encourage a patient to introduce the film, this will give it much more impact, but do offer support and reassurance when they are planning what to say.
• Where possible, arrange for someone to facilitate each small-group discussion. They can help ensure that everyone has a say.
• The discussion at each table is likely to focus on responses to the film. Allow enough time for people to do this meaningfully, and then make sure that the discussion is brought back to prioritising areas for improvement.
• Although it can be tough for staff to watch frank feedback about their service, viewing the film together and then discussing it is often a moving, powerful and very positive part of the process. If the film raises some very sensitive issues about individual staff members or service performance, you may want to show it to certain staff beforehand.
• As soon as participants have selected their co-design groups, discuss what time of the week it would suit everyone to meet, plan a date for the first meeting, and gather contact details. Ask staff if any other colleagues should be involved.
• Make sure you get the groups going quickly, and keep in touch with people, so that the momentum does not fizzle out.
• Once word gets out about the patient film, many people will want to see it. Make sure you have robust processes for enabling people to see the film in appropriate contexts that those involved in the service are in agreement with and in line with what was agreed with patients through the consent process.
• It is again valuable for your own reflection and learning to get feedback on this event from the people who attended. (See example joint patient-staff feedback form).

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13. Running the co-design groups