Enhancing Patient Experience. Arlian Mallis
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1 Enhancing Patient Experience Arlian Mallis
2 Getting started On one post it please write a fear you have had or a fear you would have about being in hospital, these will be displayed and discussed later in the workshop. Do any of your boards have a patient experience programme?
3 Aims To share FV IPCE journey To help SCN enhance patients experience To give you 3 top tips
4 Background- IPCE (2004-present) Improving Care Better Experience Best Practice Patient Treated as Individuals Safe, Clean, Comfortable Environment Engage & Involve Patients
5 Improving Patient Care & Experience in Forth Valley 2010 IPCE NHS Forth Valley top corporate priority Executive Director leadership Focus on action across areas important to patients, carers and public Respect, dignity and individuality Safe, clean comfortable hospital environment Food, fluid and nutrition Communication
6 Systematically understand & action our patients experiences Acute Hospitals Patients Stories- Ongoing Maternity Services Acute Hospitals Out Patient Services A&E Community Hospitals 2009 Paediatric Services 2009 Head & Neck Cancer Services 2009 Gastroenterology
7 Our Aim...Patients First Patients at the heart of NHS Forth Valley Listen to Patients and Improve their Care
8 IPCE Strategy The aim - To ensure that the care and experience of patients meets & exceeds their physical, emotional and spiritual needs
9 What's Important to Patients I I am supported and cared for at at the end of my life I I am Engaged & Involved I I am kept safe from harm I I am confident that my needs will be met Patient I I am treated with dignity & respect My family and carers are supported I I receive the highest standards of of care I I share responsibility for my care
10 Elements of Improving Care & Experience Keep me safe & prevent me from avoidable harm Safe, clean, comfortable environment that enhances my recovery Engage & Involve me To have a voice in my care
11 Elements of Improving Care & Experience Support me to take responsibility for my health and care Provide information and communication that facilitates discussion and choice Treat me as an individual and preserve my dignity and respect I will be cared for by staff who see me as a unique individual
12 Elements of Improving Care & Experience Provide me with the best possible standard of care Provide me with care in a professional culture that has Experience as the top priority First impressions, open listening, caring staff, clean, tidy professional areas Make me feel welcome and confident about the way in which my care will be provided
13 Elements of Improving Care & Experience Support and care for my family and carers during my care Keep my family informed, care for them and be mindful of their needs Support me to make choices about my care Provide me with options and choices to let me make the decision Key Objectives: To implement the philosophy of advanced/anticipatory care planning To implement an educational model of Bereavement Care
14 Our Commitment NHS Forth Valley is committed to high quality patient focused care. From Board Room to Bedside-top organisational priority To work with patients and families
15 Sustainability
16 HOW? Discovery stories Focus groups Digital stories Carer experience Feedback boards Service redesign
17 Developments Developed a Patient Experience toolkit Patient Experience Champions Motivation to care Communication training
18
19 Using experience Your comments What are you doing with the stories? What real changes can be made? Collecting data is different from collecting experience, the real challenge is activating experience to make change!
20 Some examples from us Implementation of protected patient mealtimes Development of top tips for noise at night Helping to identify staff by their uniforms Helping through periods of grief Implementation of training for A&E staff to help them when dealing with patients with mental health problems
21 The Clinician cannot know the patient, the illness or the circumstances without true awareness of the patient experience (Cassell 1991)
22 Three top tips Use this work to give staff the positive feedback they deserve Ownership is everyone's, so include them! Be innovative, have champions
23
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