Please detail a key success or achievement of the committee discussed at the meeting. Acceptable (some apologies) Yes. Yes

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1 Chairs Report TRUST BOARD ITEM: 19 Chairs Name Andrew Foster Committee Name Patient Experience Task Force Date of Meeting 3 rd March 2011 Name of Receiving Committee Trust Board Date of Receiving Committee May 25 th 2011 meeting Please detail a key success or achievement of the committee discussed at the meeting Details of the top three risks identified during the course of the meeting and initials of primary member of staff actioning 1. Patient safety, regarding communication. 2. Overall reputation of the Trust 3. Discharge 3b) Demoralising staff Attendance at the meeting (please highlight): Excellent (well attended) Acceptable (some apologies) Yes Unacceptable (not quorate) Was the agenda fit for purpose and reflective of the Committees terms of reference? Yes Narrative report of the key issues of the meeting National Inpatient Survey presentation poor survey results Patient Experience Dashboard slight improvement Issues around patients being able to find someone to talk to about their worries and fears Volunteers to be used to assist at patient meal times Delays in discharge caused by EPR letters being completed. Customer Care Training to be reviewed. Agreed actions from the meeting Name of primary lead for the Umesh Prabhu to meet with Dr Tymms to discuss taking the worries and fears issue to the grand round. Pauline Jones to discuss with Amanda Cheesman the posters of staff uniforms Sub group to meet and discuss the Matron Line over the next few weeks Celia Topping and Paul Riley to meet to discuss the Volunteer Role UP PJ PJ CT actions 1

2 Umesh Prabhu to look into the EPR letter issue and bring an action plan back to the next meeting Sub group to look at Customer Care Training UP AA/GS 2

3 Minutes of the Patient Experience Task Force 3rd March

4 Meeting of the Patient Experience Task Force Date: Thursday 3 rd March 2011 Time: 12 noon - 2pm Venue: Trust Board Room Minutes Top three risks 1. Patient safety, regarding communication. 2. Overall reputation of the Trust 3. Discharge 4. Demoralising staff Present 1/7/10 2/9/10 18/11/ /1/ /3/20 11 Andrew Foster Chief Executive AF Pauline Jones Deputy Director of Nursing PJ Andrea Arkwright Head of Engagement AA Janet Irvine Staff Governor JI Apol Apol A/L Jean Heyes Staff Side/ Appointed Governor JH Apol Apols Robert Armstrong Non Executive Director RA Apol Tony Grimes Porter TG A/L Lesley Boyd Patient Relations Manager LB Secon dedme nt Susan Heighway, Acting Patient Relations Manager SH Lesley Hadley Head of Therapy Services LH A/L Apol Linda Smyth head of Nursing (PE) LS Gail Swift Acting Deputy Director of Organisational Development GS A/L Apols Jenny Wheeler Health Care Operations JW Apol Apol Apols Eric Kerr Head of Marketing & Communications EK Celia Topping Voluntary Services Manager CT A/L Richard Sachs Head of Quality and Safety RS Apol Apol Amanda Cheeseman Head of Professional Practice AC A/L Apol Janice Picken Outpatient Manager Apol Audrey Hesketh Human Resources AH. Apol Apol Apols Apols Gill Harris Director of Nursing and Performance GH Apol Apol Apol Apols Helen Hand Trust Board Secretary HH Apol Umesh Prabhu Medical Director UP Apol Apol Apols Margaret Hughes Public Governor MH Apol Apol Apols Anita Baker Quality and Safety Matron AB Apol Diane Lawrenson Productive Ward Project Manager DL Apol Apols Apols Apol Anette Snaylem Outpatients Project Manager AS Apol Apol A/L Steve Dobson IMT SD N/A DNA DNA DNA Gillian Edward Finance Dept GE for Rob Forster N/a DNA DNA DNA Christine Simm Lay Representative N/a Apol Christine Ford Lay representative N/A N/A A/L Pauli Riley Catering Manager N/A N/A Helen Morten Training and Development Manager N/A N/A Mr Tymmes (T) Consultant N/A N/A N/A Dr Ram Sundar Consultant N/A N/A N/A Clare Beard (CB)in attendance representing Human Resourses N/A N/A N/A - Sue Boydell (SB) In attendance for Jenny Wheeler 4

5 Guests In attendance Alison Waddington Ann Symons Andrew Beattie June Mulrooney Pat Wright Sue Binns Sally Sudworth Nick Pothecary David Evans Sister POAC Ward Clerk D Ward Service Development Manager Radiology Staff Nurse Billinge Ward Staff Nurse LOPD Palliative Care Sister Student Nurse Billinge Ward Picker Institute Europe Presenter Associate Director Estates and Facilities 1. Welcome AF welcomed everyone to the meeting and gave a special welcome to Nick Pothecary Picker Institute Europe and our staff guests. 2. Apologies Apologies were received. 3. Minutes Minutes of the January meeting were approved. 4. Chairs Report Chairs report was received 5. Matters Arising- Action Sheet Actions completed 6. Presentation National Inpatient Survey Results NP gave a presentation on the Trusts Inpatient Survey results. The Trust was better on four questions worse on 17 and average on 26. We had lots of improvement during but a worsening trend A breakdown of Division by site was requested. AF reported that the trust was worse than average and worse than the previous two years. We needed to embrace the fact that it is bad. A request for divisional action plans for the areas was requested. UP reported that Wigan will be in the top 10 hospitals but it will take us a few years to get there and we must take our staff with us. GH reported that we have some easy wins to help our patients. We need to make sure that patients are on the right ward. 5

6 We need to get the positive messages out and grow from this. NP reported that we were undertaking an action planning session in the afternoon. We need to sing the praise from the positive comments received in the survey. RA reported that we needed to look at the average scores. It does not cost money to change communication and attitude. We do not want to demoralise our staff we need to look at the positive aspects. JT What has changed in the organisation to cause these scores. Is it change in priorities and ethos. Priority to discharge patients and meeting 4 hour waits. 7. Patient Experience Dashboard The dashboard was presented and AF reported that it was nice to see less red areas on the board. We still had a way to go with cancelled outpatient appointments. 8. Worries and Fears a.) Nursing behaviours time to talk PJ reported that the Quality and Safety Matrons were undertaking ward rounds asking patients if they had any worries and fears. At the professional development day last week a workshop was undertaken on what does compassion mean to you. PJ presented the T-shirts that the professionals had written on what compassion meant to them. GH reported when do General managers walk around the wards asking our patients if they have any worries or fears. b.) Day after call back service. PJ reported that the Enhanced Recovery Programme, Musculoskeletal, and Maternity Services undertake the call back service already. We need to evaluate the service and roll it out to other areas. C.) Taking the worries and fears issue to the grand round. Dr Tymms was not sure how to progress this. UP to support Mr Tymms. Action: UP to meet with Dr Tymms to discuss taking the worries and fears issue to the grand round. NP reported that other trusts catering and domestic staff would normally be involved in talking to patients about their worries and fears. RS reported that at weekends the chaplaincy service are great ambassadors and they report positive and negative feedback. 6

7 9.Patient pathway update a.) Dignity Gowns LS had four different designs of gowns to show the group including the new gown. The current supplier said the new gown would be at no additional cost in the next financial year. LS had engaged with staff and visitors on the corridor during Dignity in Action Day. The feedback had been that the sleeves were ideal for access and that it was much better. AA had had feedback from staff on the ward who had undertaken some engagement. They said the sleeves were great for accessing IV infusions but there was a fear of patients falling due to the length of the gown. There were some concerns about disrobing from the clinicians on the group. LS asked do we go with this gown AF asked LS to take the issues back to the supplier to see if he could adopt the gown. b.) Pre admission information pack An Admission for Surgery booklet had been sent to the group as an example of what we could role out across the trust. GH reported that it had no welcome in and value, lots of duplication. It does not answer complaints/comments. We could build on this booklet. The new Welcome Booklet that is in every patient locker was distributed around the group. PJ reported that the uniform section had been omitted. AC there was a reason for this that there were to many uniforms to display in the booklet. PJ to discuss with AC Action: PJ to discuss with AC the posters of staff uniforms 10. Porter/PALS/Patient Experience Alert AF reported that he had met with JH regarding the anxiety of staff side saying that the porter pals portrayed porters to spy on nurses. What we agreed was that the matron helpline to be open to all staff. This could be done by designating individuals as patient PALS such as the chaplains, ward clerks, cleaners. PJ reported that we want to roll this service out and open it up to all staff. AF reported that we do have a sub issue about calling the phone line Patient Experience Alert/Action. RS asked if we could call it Care line. 7

8 AC reported that the Q&S Matron Service had already been rolled out and that a global had gone out but was not getting nay calls through on their bleeps. EK reported that the global had not gone out that it was still in draft. JP was concerned that the bleep system would not be a 24 hr service. GH said this service was not instead of another service but was about people not having the confidence to approach the ward manager. RA reported that we could use our telecomm system. Have an agreed line and contact point. JP reported that she had tried to contact the ward manager when she had an issue and needed someone independent to ring at that point. AF There was plenty of things to do and that we needed to empower our staff to raise concerns about patient experience. We needed to go with some system wether it s a bleep system or telecomm system. AF asked AA for the sub group to meet within the next few weeks to take this forward. Action: Sub group to meet and discuss the Matron Line over the next few weeks. 11. Catering Report Catering update report was received by the group. PR reported an issue that they had on Langtree ward they were ordering 28 meals and only 17 were needed at the evening meal as the patients had been discharged this caused a 30% loss in waste.. The catering department are now working with the ward to order their meals much later reduce waste. PR raised the issue about nurses feeding the patients they should be used for the nursing aspects. South Tees and York use 200 volunteers to feed their patients. If we did this it would give nurses more time to care and patients would get their meals and drinks. CT reported that we had tried to introduce the volunteers to help to support at meal times but came across barriers from members of staff. LS reported that we had just introduced the rapid spread initiative on nutrition. GH reported that the whole issue about using volunteers would release time to care. SB reported that nurses would welcome the support from volunteers to help at meals times. GH reported that she would support CT all the way with this initiative. 8

9 Action CT and PR to meet to discuss the Volunteer Role GH asked LS to take the Volunteer role to Rapid Spread 12.Valet Parking DE gave an update on the valet parking. The Trust was in final negotiations with the local authority to obtain extra parking spaces. This would improve visitor, disabled and staff parking. DE was very optimistic that in the next couple of weeks we should have some news. It would take five to six months to implement the scheme. 13. Discharge Sub Group The group received a report from the meeting that had taken place. AA reported that the biggest issue was around the EPR letter being started on admission by the Junior Dr. Also there were issues about the prescriptions when they are received in Pharmacy some are wrong it them takes the pharmacist a while to get hold of the Dr to rectify the mistakes. Dr Arya was taking the issue about starting the EPR letters to the Junior Doctors but also wanted the Ward Managers and Pharmacists to prompt the Junior Drs to start the EPR letter. LS reported that their was a good debate between the Drs and nurses at the meeting. AA reported the nurse left the meeting feeling positive that the EPR letter was being looked at. AF asked how can we take this forward. AA/PJ asked if UP could support us with this issue. UP said he would look into this and bring an action plan back to the next meeting Action: UP to look into the EPR letter issue and bring an action plan back to the next meeting 14. Date of Campaign EK reported that the Campaign would be rolled at on the 31 st March at Team Brief. AA asked if the matron line poster could be made more identifiable to staff as the Engagement Team felt it was for patients and visitors. 15. Customer Care Training HM reported that she had received some comments from the Engagement Department on the Customer Care E Learning Module. AF reported he had gone through the programme. 9

10 AA reported that the volunteers (ex Bank Managers, teachers etc) had gone through the training they felt that the e learning method was not the correct way to deliver the training. From their experience, it was better to deliver the training in an open environment with mixed grades of staff. AF asked AA to set up a sub group to work on the customer care training. Action: Sub group to be set up to look at Customer Care Training. 16. AOB AA asked if our staff guests could feedback on what their thoughts were on what the group was doing in the way of improving the patient experience. 17. Top three risks Patient safety, regarding communication. Overall reputation of the Trust Discharge Demoralising staff 18. Date of next meeting. Thursday 5 th May noon 2pm Trust Board Room, Royal Albert Edward Infirmary 1