Annie Laverty,
Director of Patient Experience.
Northumbria Healthcare NHS Foundation Trust
Northumbria Healthcare
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Employing over 10,000 staff.
Largest area of any health trust in England
Providing integrated health and social care
Three general hospitals and seven community
hospitals.
Our approach.
Real time data collection
Individual
+
2 Minutes of your time
Wards
+
Patient Perspective
National survey
programme
Business Units
+
Trust Board
Understanding what matters most.
What matters most to inpatients.
• Consistency and coordination of care
• Treatment with respect and dignity
• Involvement
• Doctors
• Nurses
• Cleanliness
• Pain control
Patient experience update.
• Now measuring in real time on 7 sites and 32 wards.
• Aggregate scores to look at Trust wide performance.
• 2 sample t test comparing baseline with 2010 end of
year aggregate score : statistically significant
( p=0.01)
• New developments in critical care, young peoples’
services, POAS, end of life, elective & emergency care.
• Now interviewing over 600 patients per month.
Real time Trust wide results.
Friends and family question.
Trustwide
Cleanliness, 2.7
Food, 2.7
Other, 5.4
Reputation, 2.7
Communication,
18.9
Medicines, 4.1
Pain, 4.1
Respect &
dignity, 2.7
Consistency &
coordination, 14.9
Not enough staff, 12.2
Staff attitude and
behaviour, 14.9
Timeliness &
responsiveness,
14.9
2011 Outpatient results.
Overall
impression
Rating of
Doctors
Dignity &
Respect
Clatterbridge
Centre for Oncology.
96%
94%
99%
The Christie
94%
94%
98%
The Royal Marsden
94%
94%
97%
Papworth
93%
94%
98%
Northumbria
93%
93%
97%
Trust
Our results.
• 2011 outpatient results 5th best in the country.
• 2012 Cancer patient experience results 4th best in the
country.
• 2011 inpatient results within top 20% of participating
trusts and best in North East.
• Quarterly measurement of A&E experience within
top 20%.
• The Trust identified by King’s Fund researchers in
2012 as providing consistently good experience.
Transparency.
Be open and honest about
current state, expectations,
and actions needed for
improvement…..
If you’re going to be naked
it’s good to be buff…
Individual consultants.
Sharepoint available to all on the intranet.
Infographics.
Infographics.
“ Being addressed the way I
want to be addressed. Being
asked, not told.
Having people work with
me. Respecting my choices ,
my decisions.
And if I’m able to
control my situation, being
allowed to do that without being
judged and being seen as
difficult – that is dignity ”
Learning from digi stories.
Emotion bonded with information becomes
memorable, resonant and actionable.
—Power of Stories, 2011—
Understanding staff experience.
• Keeping staff “warmed
up” in a cold financial
climate
• In touch with what
motivates
• Build in buffers
Key things we learnt.
• The benefits of real time reporting at team level.
• Executive management team support is crucial.
• Ensure patients & families are part of your improvement
team.
• Focusing on things that matter most has made sense
• Investing in improvement has helped.
• Qualitative feedback appears particularly important
• Transparency of reporting matters.
Thanks for listening.
Thanks for listening.
Any questions?
Any questions, comments?