Side by Side St Columba s Hospice Participation Strategy Working Together to Deliver Excellence

Transcription

1 Side by Side St Clumba s Hspice Participatin Strategy Wrking Tgether t Deliver Excellence Date: February 2015 Review Date: March 2016 Authrs: Vicky Hill and Dt Partingtn 1

2 Standards and Plicy The fllwing dcuments have been cnsidered in the develpment f Side by Side: Natinal Guidance And Standards Hspice Plicies Gd Practice Examples Patient Rights (Sctland) Act 2011 Health Care CEL 4 (2010) Infrming, Engaging and Cnsulting Peple in Develping Health and Cmmunity Care Services NHS Sctland (2013) The Healthcare Quality Strategy Healthcare Imprvement Sctland (2011) User Invlvement and Persn Centeredness Strategy fr Healthcare Imprvement Sctland and the Scttish Health Cuncil Scttish Health Cuncil (2014) The Participatin Tlkit Supprting Patient Fcus and Public Invlvement in NHS Sctland Natinal Care Standards fr Hspice Care (2005) NHS Sctland Participatin Standard (2010) NHS QIS Clinical Gvernance Standards (2005) Advcacy Plicy Cmplaints Prcedure Management f Patient and Carer Cmments Media Plicy Use f Scial Media- Advice and Guidance fr Staff Dncaster and Bassetlaw Hspitals NHS Fundatin Trust (2013) Patient Engagement and Experience Strategy NHS Lanarkshire (2013) Patient Fcus and Public Invlvement Strategy Prince and Princess f Wales Hspice (2014) Participatin Strategy (versin 4) NHS Lthian (2014) Invlving Peple Framewrk Thank yu t Susan Austin and Jackie Weir (Scttish Health Cuncil) fr their infrmatin, supprt and guidance in the develpment f Side by Side. 2

3 Intrductin St Clumba s Hspice is cmmitted t ensuring the delivery f high quality, persn centred care. Our aim is t meet the needs and wishes f patients receiving care frm all Hspice services. Invlving patients, families, members f the public, staff and vlunteers is an imprtant part in cntinuing t imprve the quality and develpment f the services we prvide. Our Visin St Clumba s Hspice aims t prmte a culture where participatin frm patients, families, members f the public, staff and vlunteers frms part f day-t-day planning, develping and delivery f patient centred services. Side by Side - St Clumba s Hspice Participatin Strategy - sets ut hw we will ensure that patients, families, the public, staff and vlunteers will cntinue t have a vice. Systems and prcesses which supprt patient participatin are utlined and prvide a framewrk t supprt a cnsistent apprach in cntinuing t embed patient participatin activities within the develpment f all Hspice services. Participatin frm patients, families, the public and Hspice staff and vlunteers will als help us t plan, develp and deliver ur rganisatin-wide strategy ver the next five years. Side by Side strives t ptimise the experience f patients and families, while supprting the delivery and achievement f the fllwing standards and best practice statements: Care and services are prvided in partnership with patients, carers and the public, treating them with dignity and respect at all times, and taking int accunt individual needs, preferences and chices. (NHS QIS Clinical Gvernance and Risk Management Standards 2005) Yu can be cnfident that the hspice will welcme yur views n services, s that it can cntinuusly imprve the quality f its care. If yu feel unable t vice yur views; yu will receive supprt frm a representative f yur chice. (Natinal Care Standards fr Hspices 2005) 3

4 Mutually beneficial partnerships between patients, their families and thse delivering healthcare services which respect individual needs and values and which demnstrate cmpassin, cntinuity, clear cmmunicatin and shared decisin-making. (NHS Sctland Quality Strategy 2013) Participatin will nly be meaningful and effective if... [it] recgnises the diversity f Sctland's peple and supprts and encurages all sectins f sciety t get invlved, whether as active partners in their wn care r by engagement in wider discussins abut services. (Scttish Health Cuncil 2014) 4

5 Key aims f Side by Side The aims f Side by Side are t: imprve the patient experience by encuraging active participatin in the planning and delivery f their care cntinue t imprve the experiences f patients and their families prvide feedback t peple n decisins made and hw their views have been taken in t accunt keep users f the service infrmed and invlved in develping and imprving services cntinue t imprve cmmunicatin with patients, families and carers wh use all Hspice services identify peple wh may be affected by prpsed service develpments r changes and prvide infrmatin t supprt this change ensure effective actin is taken t imprve services ensure that all staff and vlunteers in the rganisatin embed patient fcus and patient invlvement in their daily wrk ensure Hspice systems and prcesses supprt participatin in the planning, develpment and delivery f services Definitins f Participatin Patient Fcus Patient fcus invlves treating individuals with dignity and respect and prviding services fr patients that are respnsive t age, disability, gender, religin r sexual rientatin. Patient fcus ensures that: Patients are encuraged thrugh the use f care planning t be active partners in their care Infrmatin is available t help patients understand their treatment and care ptins Peple are treated with dignity and respect Peple wh have caring respnsibilities have access t infrmatin and supprt Peple are encuraged and supprted t give their views, r t make a cmment r cmplaint at any time 5

6 Public Invlvement Public invlvement encmpasses the participatin f peple in the planning, develpment and imprvement f healthcare services. This engagement is encuraged frm patients, families, the public, staff and vlunteers via many Hspice initiatives. This als invlves feedback systems t ensure that peple knw that their feedback has been taken in t accunt when decisins are made. Crprate Gvernance f Participatin Rbust gvernance arrangements are required fr invlving peple, funded n mutuality, equality, diversity and human rights principles. Crprate gvernance f participatin ensures the views f patients, families, the public, staff and vlunteers are taken int accunt in the planning and delivery f healthcare. Every member f staff, and each Hspice vlunteer, will be encuraged and supprted t invlve patients, families and the public. Rles and Respnsibilities Everyne has rles and respnsibilities in prmting and embedding participatin in the day-t-day practice f the Hspice. Chief Executive Officer Directr f Clinical Services Heads f Department and ther Senir Staff All Staff and Vlunteers Has verall respnsibility and is accuntable fr the experiences f patients using St Clumba s Hspice services. Chief Executive is accuntable t the Bard f Gvernrs. T ensure that all Heads f Department are fully aware f Side by Side and build n its principles fr all aspects f service delivery and develpment. T ensure that all Heads f Department have the skills and knwledge t respnd apprpriately t feedback received. T ensure that staff in their teams are aware f the systems available fr feedback t be prvided and t prmte their use. T build n the principles f Side by Side fr all aspects f service delivery and develpment. All staff and vlunteers are respnsible fr ensuring that their practice, behaviur and interactins with patients, families and the public supprt the principles f participatin and strive t enhance and ptimise the experience f using Hspice services. 6

7 What we d currently As part f the develpment f Side by Side, a scping exercise t identify current practice and t prvide guidance fr future develpment has been undertaken in relatin t patient participatin activities. This invlved questinnaire feedback frm patients, staff and vlunteers (see Appendix 1). In additin, all Heads f Department have been asked t review current practices f patient, family and public participatin within their departments (see Appendix 2) using participatin tls as a guide. Evidence f engagement frm patients, families, the public, staff and vlunteers via many Hspice initiatives have been identified (e.g. clinical initiatives, fund raising appeals and wrk with schls). Sme areas fr develpment were identified and these will frm the Side by Side Actin Plan. Participatin Tls Side by Side supprts the use f the Participatin Tl Kit (Scttish Health Cuncil, 2014). The Participatin Tl Kit prvides a range f tls, guidance and resurces fr cnsideratin by staff and vlunteers wrking within the Hspice. These can be used t invlve members f the public as a grup, but als t invlve individuals in their wn care. The participatin tls can be gruped under the fllwing headings: Evaluate Engage Invlve/ Cnsult Participatin Tls Empwer Infrm Infrm Engage Invlve/Cnsult Empwer Evaluate - giving infrmatin: exhibitins, leaflets, written dcuments - getting infrmatin: questinnaires, surveys, fcus grups, telephne interviews - nging engagement and dialgue - partnership wrking r c-prductin - reviewing prcesses and utcmes t drive imprvement 7

8 Seeking Feedback Seeking feedback is central t service imprvement and a key element in delivering this strategy. The Hspice recgnises the imprtance f feedback frm patients and their families in relatin t their care experience and the psitive impact this has in the develpment f future prvisin f care. The benefits f feedback include: Knwing abut thse using the service, which will help us understand their needs Raising awareness f hw the service is experienced Imprving cmmunicatin between thse wh use services and thse wh prvide services Opprtunities t imprve services frm cmments n what has wrked well and learning frm what has nt wrked well St Clumba s Hspice is cmmitted t cntinually cllecting feedback relating t the experiences f patients, families, the public, staff and vlunteers. This will supprt all grups within the Clinical Gvernance Structure in identifying quality imprvements which are patient and family fcused. There are varius ways in which patients, carers, the public, staff and vlunteers can give feedback which include: Suggestin Bxes situated in Receptin, Cedar Ward, Pentland Ward and Day Hspice Cmplaints, Cncerns, Cmments and Suggestins Patient Questinnaires Face t Face pprtunities thrugh cnversatins with patients, families and public Service Evaluatin Questinnaires Listening t and Acting n Feedback All feedback is reviewed by the Chief Executive Officer. Where cntact details are supplied, the Chief Executive Officer will give feedback by: Feedback verbally by the Chief Executive Officer in persn r by a nminated staff member Feedback in writing by the Chief Executive Officer in persn r by a nminated staff member 8

9 Sharing and Learning frm Feedback The wrk f St Clumba s Hspice is supprted by apprximately 180 staff and 700 vlunteers. The imprtance f timely feedback f the learning frm the patient experience t patients, families, the public, staff and vlunteers is vital. Systems are in place fr reprting, mnitring and accuntability fr imprvements. All feedback is used t imprve safety and quality and will facilitate the develpment f practice and services. What we want t achieve Outcmes f Participatin The aims f Side by Side and the Clinical Gvernance Structure are clsely aligned in identifying key areas that are crucial t enhancing the patient experience. These include: High quality persn centred care at the end f life in a welcming envirnment Effective cmmunicatin and recrding f care Care delivery that is safe and effective Identifying and mitigating risk Accessible up-t-date infrmatin t supprt and infrm decisin making Care and envirnment which prmtes infectin cntrl practices Pain and symptm assessment and management that that is cnsistent, safe and effective Develping and evaluating services Family fcus Supprting cntinuus imprvement Hw we are ging t achieve it Our Actin Plan Our Side by Side Actin Plan has been created by building n ur current practice f participatin, and cmmunicates ur future visin t enhance participatin thrugh c-prductin in the planning, develpment and delivery f Hspice services. Our Actin Plan has been develped using patient fcus, public invlvement and crprate gvernance elements and utlines activity until the review f the strategy in March

10 Actin Plan Pririty Actin Timescale Lead Patients and families shuld have every Review the current care planning system and the Named Nurse rle t April 2015 Ward Managers pprtunity t be invlved within bth ensure prcesses are patient centred. their care decisins and management f their care. Making it Easy will be available t staff t encurage the use f techniques (e.g. teach back) t supprt patients and families understanding f care. December 2015 Practice Develpment Team Patient and Family Fcus Feedback t cmments and suggestins is t be shared mre widely than the current verbal/written feedback t individuals by the Directr f Clinical Services. Patient and family invlvement in the future planning and develpment f services. Ensuring that all patients and families have the pprtunity t participate in their care and /r develpment f services if they wish. Feedback via a Yu Said, We Did nticebard will be created. This will be situated in the main receptin, Day Hspice and inpatient wards. A mnthly reprt capturing feedback frm questinnaires, cmments cards and letters will be available in the Ina Café, staff dining rm, vlunteer ffice and main receptin. A cpy f the full reprt will als be placed n the internal Hspice shared drive fr all staff t access. Cmmunity Palliative Care Services will identify systems fr patients and families t feedback. Patients and families t be asked t participate in the develpment f the Hspice five year strategy. Review all infrmatin and methds f feedback t identify any ptential barriers which may prevent patients, families and members f the public cmmenting n, r participating in, the develpment f Hspice services. Further actins will be taken frm the findings f this review. Guidance fr staff regarding Equality Impact Assessment shuld be develped. March 2015 June 2015 December 2015 December 2015 Directr f Clinical Services Cmmunity Palliative Care Team Manager Chief Executive, Directr f Clinical Services and Medical Directr Directr f Clinical Services and Chief Executive 10

11 Public Invlvement Pririty Actin Timescale Lead Wider public and stakehlder Stakehlder event will be held t supprt the planning and develpment f December Chief Executive, invlvement t ensure c-prductin and the five year Hspice strategy Directr f Clinical that develpment f services is in line Services with Lthian requirements. and Prmting wider public feedback. Health Prmting Palliative Care. Review use f e-participatin methds (e.g. Twitter, Facebk etc.) Public feedback will be sught regarding the new website design. The Hspice will explre pprtunities and create an actin plan t embrace HPPC activities within the Hspice envirnment. July 2015 December 2015 Medical Directr PR and Cmmunicatins Manager Medical Directr and Directr f Educatin and Research Crprate Gvernance Plicy develpment t supprt Side by Side. Systems and prcesses are required t supprt all elements f participatin. Supprting staff with the implementatin f Side by Side and the practice f principles f participatin within all services. Review current Management f Cmments plicy and the Cmplaints Plicy. Guidance will be available fr staff regarding hw t respnd t and manage feedback. Review Clinical Gvernance Structure with participatin embedded. Side by Side t be reviewed by Heads f Department prir t rll-ut t their departments. All staff are required t read Side by Side. Drp in sessins fr staff and vlunteers t supprt understanding and engage champins. Side by Side t be included in inductin fr all staff and vlunteers. March 2015 December 2015 March 2015 April 2015 June 2015 Directr f Clinical Services and Chief Executive Chief Executive, Directr f Clinical Services and Medical Directr Directr f Clinical Services Clinical Gvernance Crdinatr Directr f Clinical Services/HR Manager 11

12 Patient Participatin within the Clinical Gvernance Structure The participatin f patients, families, the public, staff and vlunteers will be embedded within the planning, develpment and delivery f services and this will be supprted within the Clinical Gvernance Framewrk. Effective cmmunicatins are an essential and integral part f delivering quality patient care. Cmmunicatin with patients and families is a pririty and this includes listening and talking t patients, their families, members f the public and the wider cmmunity. Educatin Heads f Department will be practive in embedding the principles and practice f participatin in the review and develpment f their services. They will ensure that their teams are aware f their rles and respnsibilities in encuraging participatin. Hw we will knw if we have achieved it Delivery and Evaluatin An Annual Reprt detailing the results f participatin activity frm January December 2015 will be prduced identifying hw feedback frm patients, families, the public, staff and vlunteers has cntributed t the imprvement and develpment f services. The Leads identified in the Actin Plan will reprt n the actins, achievements and learning as part f the Annual Reprt. The results will be disseminated via the Clinical Gvernance Structure reprting systems. 12

13 Cnclusin Side by Side- St Clumba s Hspice Participatin Strategy - prvides a framewrk which sets ut the directin fr the next year with the aim f cntinuing t imprve, develp and embed patient, family, public, staff and vlunteer engagement and participatin practices acrss all services. This strategy aims t supprt staff and vlunteers in identifying a variety f pprtunities t ensure the principles and practice f participatin are integral t ur day- t-day practices. The Clinical Gvernance Structure will supprt the implementatin f this strategy by identifying key areas which impact n the patient experience within all services delivered by the Hspice. The successful implementatin f Side by Side is dependent n the attitudes, beliefs, values, behaviurs and assumptins shared by individuals within all teams wrking acrss all Hspice services. St Clumba s Hspice supprts a psitive culture f engagement and participatin, which requires input frm every individual at every level within the rganisatin. 13

14 Appendix 1 Questinnaire Results Patient Questinnaire: Five respnses Wuld yu like t have a vice in St Clumba s Hspices future develpments? We are creating a strategy t ensure we invlve patients and their families in all that we d at St Clumba s Hspice. We wuld lve t hear what yu think abut yur experiences f using Hspice services and yur ideas n hw we can develp hw we prvide care in the future. 1. Our aim is t wrk in partnership with patients and their families t prvide the best pssible care. D yu feel invlved in planning and making decisins abut yur care? Respnses: Yes Can yu explain yur answer? Wuld like t be invlved in decisin making- but nt feel pressured t cnfrm - 1 I have been able t talk thrugh all my medical issues with relevant staff and received helpful advice and assistance -1 Nurses speak t me every time I am in Day Hspice re any prblems regarding illness -1 Feel care needs are minimal at present. N cmplaints. Feels that if a new prblemreassured that Day Hspice staff wuld assist.- 1 Great benefit frm massage, physitherapy and general cmmunicatin frm all staff. Happy t discuss any aspects f care with staff nurses D yu have any suggestins as t hw we culd imprve hw we plan yur care with yu and yur family? N thughts n this - 1 I am aware that staff d cnsult family when this is relevant and this seems t be gd practice -1 N- feel care is first rate. Kind and generus care. Feel that there are n imprvements needed. -1 N thughts n this -1 N, happy If yu wanted t give us feedback n yur experiences, thughts r ideas - hw wuld yu best like t d it? Thrugh discussin with staff -1 Written questinnaire is a gd idea -1 Talk t staff - 1 Very happy with hspice prvisin at present

15 Initially verbally wish t write a thank yu letter- very appreciative f care Is there any feedback yu wuld like give us nw abut yur experiences r ideas? Psitive experience f care. Feel day services is a psitive envirnment- gd atmsphere. Benefits frm the camaraderie-helps t share experiences with ther peple in the same situatin and have a laugh -1 First class service- my experience - 1 Ttally excellent care, verwhelmed by the great kindness by staff and vlunteers. Takes yur breath away. N ideas at present. - 1 Very happy with care -1 Feel all staff are very nice, caring and have my best interests at heart. Apprachable if difficulties arise We are very keen t invlve patients and their families in the develpment f ur services. Have yu any suggestins f hw yu wuld like us t d that? Feel that current service is abslutely amazing- wuld cmmunicate any thughts re develpment f SCH in speech r writing - 1 Telephne cntact r persnal interview when necessary -1 Excellent caring arrangement. Happy t discuss ideas with staff. -1 N -1 Discussin with staff We are thinking f calling ur Participatin Strategy Side by Side - What d yu think? Like title -1 Mre emphasis n cllabratin between staff, vlunteers and patients in the title f the strategy. Feel name suggests separatin- shuld be mre emphasis n tgetherness -1 An excellent cncept - 1 Desn t sund right -1 Very apprpriate D yu have any ther cmments yu wuld like t make? Staff are fantastic. Much enjyed Day Hspice Christmas Celebratins -1 N- very cntented with the present arrangements -1 Nthing at present- cntent -1 Very happy -1 15

16 Staff Questinnaires: Wuld yu like t have a vice in St Clumba s Hspice future develpments? We are creating a strategy t ensure we invlve patients, families, staff and vlunteers in all that we d at St Clumba s Hspice. We wuld lve t hear what yu think abut yur experiences f using hspice services and yur ideas n hw we can develp hw we prvide care in the future. Staff and Vlunteer Questinnaires: 4 respnses 1. Our aim is t wrk in partnership with patients and their families t prvide the best pssible care. D yu feel we invlve patients and families in planning and decisin making abut care? N/A-2 Yes - 1 I feel we d discuss care with ur patients and if they wuld like us t speak with their family we ften invite them in t meet with us and the patient - 1 Can yu explain yur answer? N/A. N clinical experience and knwledge f care plans s unable t answer - 1 I think there is enugh infrmatin given in admissin packs and leaflets prvided in the hspice. Staff make patients and families aware that they can be apprached abut anything and there is back up (AHP) D yu have any suggestins as t hw we culd imprve hw we plan care with patients and families? N/A- as abve, althugh transparency pen cmmunicatin is key frm Day 1, as is asking the right questins. - 1 N/A-1 Invlve patients and families in frums- face t face cntact. - 1 Time t spend talking thrugh ptins ensuring patients and families have gd understanding f what we can ffer and ther supprt that they can access If yu wanted t give us feedback n yur experiences, thughts r ideas - hw wuld yu best like t d it? Via r nline survey Cmments cards. Als when family resurce rm is up and running- pssible drp in sessins t speak t a member f staff. - 1 Verbally. Reflectin n gd and bad previus experiences. A bard where we culd put ntes- physical/electrnic

17 4. Is there any feedback yu wuld like t give us nw abut yur experiences r ideas? Imprving internal cmmunicatins imprtant als if want staff t engage at all- difficult as many staff dn t use . Separate feedback frms fr patients and families wuld persnalise it a little as currently a bit muddled. Keep it simple. -1 N - 1 Nt answered- 1 We get very gd feedback frm patients and families. Fr the future a drp in sessin fr families, t be able t answer questins and supprt them. Lk at services fr yunger peple. Cmplementary therapies t be available fr all We are very keen t invlve patients and their families in the develpment f ur services. Have yu any suggestins f hw yu wuld like us t d that? feedback/cmplements and cmplaints sectin n the website and public cnsultatins n strategy/service develpments (separate frms fr patients) -1 nt really -1 Again- set up frums- face t face sessins. - 1 Needs t be realistic- all very well t ask what peple want but if we are then unable t deliver culd have a negative impact We are thinking f calling ur Participatin Strategy Side by Side - What d yu think? seems t fit well- reinfrces the idea f wrking with patients and families rather than staff fcus. -1 sunds gd -1 Neither like r dislike -1 Feel it desn t speak f Hspice. Sunds like 2 paths- n tgetherness D yu have any ther cmments yu wuld like t make? Mixing strategic and peratinal tpics in questinnaires wuld give a better idea f the little things that make a difference while giving peple an pprtunity t give their verall pinin n services and hw they can be imprved. -1 nt at this time -1 Nt answered-1 We need t remember the eths f the hspice and ur tag line care and cmpassin -1 17

18 Vlunteers Questinnaires: Wuld yu like t have a vice in St Clumba s Hspice future develpments? We are creating a strategy t ensure we invlve patients, families, staff and vlunteers in all that we d at St Clumba s Hspice. We wuld lve t hear what yu think abut yur experiences f using Hspice services and yur ideas n hw we can develp hw we prvide care in the future. Vlunteer Questinnaires: Five respnses 1. Our aim is t wrk in partnership with patients and their families t prvide the best pssible care. D yu feel we invlve patients and families in planning and decisin making abut care? Yes - 3 I am sure yu d it as part f all feeling invlved. -1 In my rle I deal with Day Hspice patients in the main, persnal experience indicates gd invlvement. -1 Can yu explain yur answer? I knw f a number f peple wh have had hspice care. -1 Yes- as a vlunteer my direct invlvement with the patients and their reactin t me and ther vlunteers is psitive. -1 Yes- as a vlunteer in Day Hspice I feel that what we ffer is f the highest standards in all ways. -1 Yes- When my wife was a patient dctrs and nurses always invlved us in discussing ptins D yu have any suggestins as t hw we culd imprve hw we plan care with patients and families? Can t think f anything really! - 1 nne cme t mind -1 n, as everything pssible is dealt with -1 n further suggestins -1 Perhaps a mre specific pint f cntact. I did nt think the named nurse actually happened If yu wanted t give us feedback n yur experiences, thughts r ideas - hw wuld yu best like t d it? Discussin -1 Discussin frum -1 By persnal cntact with Jackie Husband, the hspice directr. -1 Face t face with thse respnsible -1 Perhaps talking t smene n a ne t ne basis

19 4. Is there any feedback yu wuld like t give us nw abut yur experiences r ideas? At times mre help wuld be appreciated but -1 Recent experience is f less pprtunity t meet Hspice staff unless thrugh Day Hspice -1 Nt usually -1 Nt particularly -1 I feel my wife received the best pssible care. As a vlunteer I am happy t give smething back We are very keen t invlve patients and their families in the develpment f ur services. Have yu any suggestins f hw yu wuld like us t d that? Newsletter and/r hld meetings with them -1 Difficult t make suggestins- I m sure yu have yur wn thughts. -1 I feel it happens anyway -1 Nt answered-2 6. We are thinking f calling ur Participatin Strategy Side by Side - What d yu think? Sunds apprpriate -1 I think actins are mre imprtant than labels. - 1 OK -1 Nt answered-1 Yes- sunds gd D yu have any ther cmments yu wuld like t make? Nt answered-2 As a Day Hspice Vlunteer I speak purely frm my experiences here and nt ther areas f the hspice. -1 As I am in DH, I feel nly able t cmment n my particular area and nt n the ward areas. - 1 I think the hspice is a fantastic place, giving incredibly gd service at a difficult time fr families

20 Appendix 2: Examples f Participatin at St Clumba s Hspice- December 2014 Participatin Tl Infrm Engage Invlve/ Empwer Evaluate Examples Cnsult Cmments Cards Freely available cmments cards t pick up thrughut the hspice Review f thank yu letters Patient stries Sharing Patient stries with the media Hspice Newsletter Display and exhibitins T absent friends Drs Open Day Art exhibitin in Educatin Building Questinnaires Bereavement Satisfactin Questinnaire Patient Satisfactin Questinnaire New Build Questinnaire End f Life Care Plan Cnsultatin- develpment Catering Questinnaire and cmments Fcus Grups Art Strategy Fcus Grup Hspice Lg Presentatins, Grup talks and turs Talks by Fundraising department Schls talks and visits Public Meetings Annual General meeting Teach Back Medicines management teaching n discharge Written Infrmatin Variety f infrmatin available (e.g. leaflets and Pause fr Thught) Management f cmplaints Medical Revalidatin Questinnaires Management Walk rund feedback E-participatin marketing, website, fundraising website, Twitter, Facebk, Yu Tube, Survey Mnkey, Mail chimp Media Newspaper advertising, magazines, press releases Letters and Mailings frm Leaflet, psters, newsletter Fundraising Hspice Shps High Street presence- advcacy rle fr the Hspice Fundraising Events and Appeals Stand Up fr St Clumba s, Burns Supper, Celtic Challenge, The Push, A Walk t Remember, Giant Pub Quiz, Light a Light Ceremny and Drinks Receptin, Buy a Brick , Fundatins 2012, One Wrd 2013, Frget-me-nt 2014, 2015 Educatin Mdule cntent- Sessin n Public Engagement in Shadws and Hrizns mdule (MSc Prgramme). Use f participatin prjects in teaching (e.g. Vices survey) Infrmatin fr students- QMU prspectus, Hspice website, flyers, handbks, student narratives Feedback frm students- evaluatins, Student-staff cnsultative cmmittee Student, graduate and manager membership n prgramme review and validatin grups. Market research fr new prgrammes. 20