CEO of IHSCM introduces new mantra in foreword for new book ‘Dear Patient’

The Chief Executive of the Institute of Health and Social Care Management (IHSCM), Jon Wilks has called for the adoption of a new mantra in the management of health and social care services: ‘Start with the patient and work backwards’. Wilks proposed the new mantra in his foreword for a new book, ‘Dear Patient – A Practical Guide to Patient Experience’ which has just been published.

The author, Kunle Thomas is a specialist in patient experience and involvement, co-production, and health communications, and contractor to the NHS.

Thomas said:

“As noted in the book’s preface, this has been a slow and long journey. It is great to finally have this work available in print and e-book formats. The journey’s end however is when the application of empathy, dignity and respect becomes the norm in all dealings with patients, their families, and carers. I dedicate the book to all those championing the interests of patients and carers, particularly vulnerable patients/service users who cannot speak for themselves.”

Wilks calls for NHS England, British Medical Association, the Royal College of Nursing, and other Royal Colleges to do more in championing and embedding patient-centred services.

Wilks said:

“We live in an age of rapidly accelerating technological capability whereby there are high expectations for a journey to and from Mars, artificial intelligence and machine learning are talked of by 3-year-olds and your supermarket knows more about you than your spouse, but you are required to endlessly repeat your most basic personal information whenever you access the health service. The disconnect is maddeningly frustrating and requires urgent action, including bold political leadership and vision.”

Wilks added:

“… that we can use Kunle’s book as a reference point from a patient perspective is all of the encouragement that any of us should need to read and absorb it.

‘Start with the patient and work backwards’ must be the mantra for anyone involved in NHS quality improvement and redesign. Kunle’s book is at least one key for what is a very complex lock.”

ENDS

NOTES TO EDITORS

To get the full text of Jon Wilk’s foreword in ‘Dear Patient’ or to interview the author, please email info@topagenda.co.uk or telephone 0203 7732 111
The author of ‘Dear Patient’, Kunle Thomas has worked in consulting, project lead and senior managerial roles in diverse organisations, mostly within the National Health Service (NHS) in England. His NHS roles cuts across acute hospitals, ambulance service, mental health, specialist eye care, and commissioning services. Prior to joining the NHS, Kunle worked at the Commission for Patient and Public Involvement in Health (CPPIH), precursor to Healthwatch England, where he played a key role in the setting up and promotion of patient and public forums across England. Trusteeship of a Carers’ Support charity and lectureship at a London university were some of his previous roles. Kunle’s qualifications include LLM Medical Law & Ethics from Kent Law School, University of Kent, England, and MSc Public Relations from the University of Stirling, Scotland. Member of the Institute of Health and Social Care Management (IHSCM) and former member of the Institute’s regional council for London and the South East. Kunle also holds membership of the Chartered Institute of Public Relations (CIPR) and has spoken at patient experience conferences in the UK and abroad. Kunle enjoys playing tennis and table tennis and loves creative writing, including poetry and lyrics.
In a separate development, Professor Steve Hams MBE, commented on ‘Dear Patient’:

“At some time in our lives, we have all been a patient. Our experiences are shaped, not only by the kindness of individuals and teams, but also how organisations prioritise patient experience. Through real examples, ‘Dear Patient’ gives us the knowledge and practical tools to ensure all patients get a good experience.”

Dr Jasmine Leonce, Consultant Obstetrician and National Maternity Improvement Advisor, also commented on ‘Dear Patient’:

“The voices of our patients have been underrepresented in healthcare for years. Their voices should be integral to the delivery of any vision and strategy of healthcare providers to ensure the care they receive is inclusive and personalised. This underscores the importance of Kunle’s ‘Dear Patient’”