Care Experience Improvement Model (CEIM) leaders programme

Care Experience Improvement Model (CEIM) leaders programme

The graduation ceremony for cohort 2 of the Care Experience Improvement Model (CEIM) leaders programme took place in August. The nine graduates work in adult social care and community health care services.

CEIM Leaders is a coaching programme designed to equip staff with the necessary knowledge and skills to coach and lead teams in their organisation to implement the CEIM framework for health and social care.

NES worked with partner organisations to design and deliver this programme. The partners are:

• Healthcare Improvement Scotland (HIS)
• Scottish Social Services Council (SSSC)
• Care Inspectorate

Dr Jean McQueen, the Principal Educator for Person Centred Care at NES and one of the programme co-delivery leads said:

“This is a genuine collaboration that teaches and supports the transformation of services – it’s the best I have been involved with over many years in my career.”

Developed in 2018, CEIM provides a straightforward framework that supports health and social care teams to improve services based on feedback from those who experience them.

It guides teams to:

• take a conversational approach to gather qualitative experience feedback from people for whom they provide care and support
• use a discovery approach to these conversations
• hold at least six conversations monthly, focusing these across a specific care or support journey or pathway
• establish a routine multi-disciplinary (where possible) team reflective improvement meeting that supports a review of the experience feedback and identification of improvement opportunities, so that acting on feedback becomes the responsibility of everyone rather than only one or two individuals in a team
• develop pragmatic Quality Improvement (QI) skills within the team, using a recognised quality improvement approach in order to effectively focus on and respond to the issues identified through feedback
• identify and try out change ideas, then implement and embed those that make a positive difference

Cohort 2 programme participants have been positive saying it has helped them to build in-house team coaching capacity and has inspired them to adopt the CEIM approach. A full evaluation will be compiled over the coming weeks.

“One of the main ways in which this programme created value for me was by offering a chance to take a pause from the daily grind and reorient myself, work, and life. This in turn led to a renewed sense of purpose at work and beyond.” Cohort 2 participant

The programme included online sessions that supported individual and group reflection and made use of a variety of technology-enhanced learning approaches and tools, like Miro.

At the graduation, participants shared initial results of their learning and strategies for integrating CEIM into their team/organisation.

“It’s time to step back and look at different approaches to service user involvement and service improvement.” Cohort 2 participant

Helen McFarlane, head of programme, NMAHP said:

“We are keen to continue our involvement and to support this learning programme to becoming more widely available. We will continue to collaborate with improvement and workforce development colleagues from national organisations to help embed this person-centred quality improvement model.

“It's exciting to see how this programme is helping care teams across a range of settings to make improvements that are directly related to feedback from people who use their services.

“Congratulations to all the participants who graduated from cohort 2!”

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