Patient Experience action plan

Transcription

1 Patient Experience action plan Update on key metrics for Patient Issues Committee Andre Cockayne, Head of Patient Experience 1

2 Contents Inpatient performance Outpatient performance Performance in maternity services 2

3 Inpatients 3

4 Pain management Performance in Q1 Q2 Q3 Q4 Areas of concern Departments in the bottom 30% for pain management as rated by inpatients in were: A&E Escalation wards Fairfield 2 Heathfield 1 Purley 2 Trust Performance Queens 3 Wandle 3 National mean (2010) Actions Audit the quality of pain control, develop solutions and re-audit to monitor effectiveness. Task owner: Hilary Frayne, Head of Nursing for Quality (Patient Experience). 4

5 Cleanliness of wards & bathrooms Performance in Areas of concern Q1 Q2 Q3 Q4 Trust Performance National mean (2010) Departments in the bottom 30% for cleanliness as rated by inpatients in were: Purley 2 Medical Assessment Unit Duppas 2 Escalation wards A&E Areas of concern Invest in the refurbishment of our toilets & bathrooms. Task owners: Sarah Watts (Head of Infection Control) Les Apps (Projects Manager) 5

6 Communicating well as a team Performance in Q1 Q2 Q3 Q4 Trust Performance National mean (2010) Areas of concern Departments in the bottom 30% as rated by inpatients in were: A&E A&E Observation ward Medical Assessment Unit Purley 1 Queens 3 Actions All staff training to improve how we work as a team around the patient (Sally Quinn) Re-launch productive ward & use of ward boards (Hilary Frayne) Ensure the patient summary screen in Cerner Millennium includes the right core information (Emily Andrews/Paul Diggory) 6

7 Confidence & Trust in Doctors Performance in Q1 Q2 Q3 Q4 Answering questions (8.1) Showing respect (8.3) Giving privacy (8.2) Involving in decisions (7.1) Areas of concern Attitude, communication & respect run as a theme through all forms of feedback and our response is aimed at the entire staff group Actions Observe & feedback on doctors communication skills on ward rounds (Jane Northedge) Provide communication skills & self-awareness training programme to clinicians (Jane Northedge) 7

8 Confidence & Trust in Nurses Performance in Q1 Q2 Q3 Q4 Answering questions (8.1) Showing respect (8.7) Feeling able to discuss worries or fears (6.0) Areas of concern Attitude, communication & respect run as a theme through all forms of feedback and our response is aimed at the entire staff group Actions Nursing workforce review (Cynthia Davis) Complete a programme of audits, covering key aspects of quality (Hilary Frayne) Increased Practice Development resource (Cynthia Davis) Better clarity on lines of accountability (Cynthia Davis) Improved standards of care for patients with learning disabilities (David Feakes) 8

9 Outpatients (update on item discussed on 13 th June) 9

10 Communication is getting better Our work in clinics has yielded great results: We worked with our doctors set out what good patient interaction looks like They gave us permission to challenge We observed them in clinic and gave you feedback on the quality of their work They took that on board, and patients noticed 10

11 Our Friends and Family Test has been up & running since 2010, enabling us to track changes in customer feedback 11

12 Negativity about doctors has dropped significantly since we undertook this work 12

13 Before After 13

14 Maternity Services 14

15 On Q1 figures, 34% are certain to recommend the service in Hope and Mary wards to a friend or relative in a similar situation to them Hope & Mary wards 37% detractors (scores of 0-6) 29% passives (scores 7-8) 34% promoters (scores of 9-10) Ante-natal clinic & ultrasound 21% detractors (scores of 0-6) 29% passives (scores 7-8) 50% promoters (scores of 9-10) Whole Trust 12% detractors (scores of 0-6) 17% passives (scores 7-8) 72% promoters (scores of 9-10) 15

16 So what s the story? 16

17 There were 291 written comments for Hope & Mary wards in the 3 months April June % of these were. 17

18 When asked more detailed questions, service users tend to report a long-term pattern of improvement in many areas. The NHS Outcome Framework indicators are shown here. Question Did you get enough information from a midwife or doctor to help you decide where to have a baby? Thinking about your antenatal care, were you involved enough in decisions about your care? Were you (and/or your partner or a companion) left alone by midwives or doctors at a time when it worried you? Thinking about your care during labour and birth, were you involved enough in decisions about your care? Did you have confidence and trust in the staff caring for you during your labour and birth? Overall, how would you rate the care received during your labour and birth? Thinking about the care you received in hospital after the birth of your baby, were you treated with kindness and understanding? Feb % 85% 63% 88% 92% 84% 86% Overall, how would you rate the care received after the birth? 75% Q % 91% 69% 86% 93% 84% 90% 85% Progress 18

19 ALL QUESTIONS & COMMENTS WELCOMED 19