Human-Centred Health & Care

Citizen engagement is a basic principle of democracy. Governments, and public services through them, derive their authority and power from the people and have an important responsibility (and obligation) to respond to citizen needs. Importantly, this two-way dialogue is not a technical process that can be replicated independently of context. It requires a tailored approach by responsive organisations working together with engaged citizens to create meaningful change, innovation and improvement. It's all about people.

In healthcare we need institutions, whether in commissioning, service delivery, research or education, that are accessible, responsive and accountable to patients, carers and the population. We need human-centred quality improvement.

I help healthcare professionals and organisations innovate and improve what they do by involving patients, carers and staff and learning from patient and staff experience. To keep it simple, I've split what I can do for you into these two areas but in practice there is a lot of overlap, and more than one way to summarise this kind of work. I am more than happy to talk to you about this. Get in touch.

Involving and engaging patients, carers, Staff and the public

Meaningful involvement and engagement means partnering with those who use services to better improve how services are delivered. It's collaboration through co-design, co-creation and co-production - a lot of 'co' working. I help people - clinicians and patients, professionals and the public - work in partnership to create lasting change.

Understanding and improving Patient and staff experience

Measuring and understanding patient and staff experience helps us to better meet the needs of those who use and deliver health and care services. Knowing what to ask, of who, and how is easier said than done. I help teams and organisations better collect and understand their qualitative and quantitative experience data.

Fiona McKenzie trading as Human-Centred Health