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Anna Tee is Patient Experience Manager at Hywel Dda University Health Board. In this video she talks about how patient stories are being used across the health board to help effect service improvement.

"As a Health Board we've integrated the use of stories I hope across the whole of the organization. I think the main overall way that we're using it is around trying to create an opportunity to listen to what it's really like for the patient or the family or the carer whoever is telling the story to receive care.

One of the ways I often describe using stories to people that, say I'm working with them to train them in the story approach, is to think about it a little bit like holding a mirror up so in the same way that if you went to the hairdressers and they held the mirror at the back of your hair so you could see what it looks like from behind it's the same way when you're looking at what your service looks like to other people because it can be quite difficult to see what it's really like.

Most patients will say at some point during their story 'it's the small things that make the biggest difference' so when you listen to stories you not necessarily looking at big service changes or doing things necessarily really different, you're looking at the small things, so it could be being listened to, it could be having enough information or being kept in the loop if something is going wrong, people keeping you in the loop.

So it's those kind of things that I think have the biggest impact from stories not the massive service change or the sort of revelations. It's about understanding what makes a difference to people's experience."

This video was first shown at the 1000 Lives National Learning Event in June 2015.

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