Corporate Patient Experience Plan
Summary
21 February 2013
Croydon Health Services
Summary of key priorities for Inpatients
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Too many inpatients report that we did not manage their pain well
- Pain audits completed for all wards; reported to and monitored by the Nursing &
Midwifery Board
- Patients asked about pain management at Quality Rounds
- pain management included in nurse training
•
Too many inpatients say the toilets or bathrooms are dirty.
- refurbishment of toilets and bathroom commenced on the Duppas wards delayed.
Wards needs to decant to allow work to progress .
•
Too many inpatients report that different staff say different things when asked
questions about their care.
- Juice Learning multi-professional training to improve team working around the
patients commenced
- leaders event on 24 January, full programme from 11 February with positive
feedback
- ‘Patient Status at a Glance’ boards on wards are well used however daily team
board rounds need to be strengthened
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Summary of key priorities for Inpatient
•
Too many inpatients have low confidence and trust in doctors
- Initial phase of communication project completed
- Associate Medical Director for Clinical Governance appointed to lead on the project
- A bid has been submitted for a Darzi fellow who will build on work already
undertaken incorporating the three components of quality into the Ward Round
process.
•
Too many inpatients have low confidence and trust in nurses
- High calibre registered nurses have been recruited consequent to the removal to
the 20% coverline. Recruitment to fill vacant ward leader posts
- A coherent programme of audits have been developed to monitor the quality of care
- A Lead Nurse for Practice Development and Education has been appointed and has
reviewed nurse and healthcare assistant (HCA) education and development
programmes. New programmes to be launched in April 2013
- the number of practice development nurses has been increased to support
nurse/HCA competency development
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Inpatient CQUIN 12/13
CQUIN questions:
Q32 Were you involved as much as you wanted to be in decisions about your care and
treatment?
Q34 Did you find someone on the hospital staff to talk to about your worries and fears?
Q36 Were you given enough privacy when discussing your condition or treatment?
Q56 Did a member of staff tell you about medication side effects to watch for when you
went home?
Q62 Did hospital staff tell you who to contact if you were worried about your condition or
treatment after you left hospital?
SHA cluster
Trust code
SHA name
RJ6
LONDON SHA
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London
Year
Q32
Q34
Q36
Q56
Q62
CQUIN
2012
63.2
42.3
79.2
33.7
68.7
57.4
2011
63.8
44.8
76.1
40.4
68.1
58.6
2010
62
47.4
76
37.2
60.8
56.7
National Inpatient Survey 2012
Final results available in April 2013
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Summary of key priorities for Outpatients
Summary of key priorities for Outpatients
•
Before your appointment, did you know what would happen to you during the
appointment?
- work has been completed on new patient templates to improve communication with
patients before their appointment. New IT system will improve the format and
standardise across the organisation
•
Did doctors and/or other staff talk in front of you as if you weren’t there?
- the interaction of 53% of doctors with patients has been reviewed and
developmental feedback given individually. This is to be repeated in 2013/14
•
Were you involved as much as you wanted to be in decisions about your care
and treatment?
- the planning for this programme is largely complete
•
Did hospital staff tell you who to contact if you were worried about your
condition or treatment after you left hospital?
- Juice Learning multi-professional training has commenced. -
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Patient Experience Plan
Summary of Key Priorities for
Maternity Services
Did you get enough information from a midwife or doctor to help
you to decide where to have your baby?
•
•
•
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All communication training has been implemented – however this needs to be
continued to ensure that new staff understand the importance of offering choice to
women
GP’s need to influence the choice agenda too
Adherence to generic SWL booking referral letter
Booking standard needs to be adhered to – audit against booking standard to be
considered 2013
Thinking about your antenatal care, were you involved enough in the
decisions about your care?
•
•
•
Decision made to commit to the CHS NHS Trust 5 promises
NICE guidance on antenatal care
Continued work to improve the communication skills (New staff) now included
Mandatory training program
Were you (and / or your partner or a companion left alone by
midwives or doctors at a time when it worried you?
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•
•
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Promotion of 1:1 care in labour to staff – NICE guidance
Accurate recording of 1:1 care in labour – Protos (Maternity system)
Continued support to achieve ratio’s 1:28 in line with Safer childbirth/CNST
guidance
Robust recruitment – 17 midwives recruited in October last year
Recent recruitment drive – uplift in establishment (1:29) Posts offered
New leadership posts:
Consultant midwife
Safeguarding midwife
Matron for Maternity
Uplift in Obstetric Anaesthetic PA’s
Thinking about your care during labour and birth, were you
involved enough in decisions about your care?
Thinking about the care you received in the hospital after the
birth of your baby, were you treated with kindness and
understanding?
•
•
•
•
Continued reinforcement with regard to appropriate and effective
communication – especially for new starters
5 promises and reinforce culture about importance of individualized care
Ability to use language line effective at short notice (Mobile phone)
Stable and sustainable workforce (reduce use of agency)
Summary of A&E Survey Results
Patients Attending March 2012
Survey Context
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Fourth national survey of patients attending Accident and Emergency
Departments (2003,2004,2008)
147 acute and specialist trusts in survey
Sampling month Jan, Feb or March 2012
Response rate 38% (311) = national rate
Demographic characteristic differences (age, ethnicity, religion)
Results reported in 8 sections
Each question is scored out of 10
Trusts are benchmarked as ‘Same’, ‘Worse’ or ‘Better’
Compared with the 2008 survey, CHS is ‘worse’ in 3 sections, the ‘same in 5
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Issues, themes, trends highlighted by
patients
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Issues, themes, trends highlighted by
patients
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Summary of patient Feedback
What CHS is doing well ….
What CHS needs to improve ….
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•
•
•
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Reduce patients waiting time to speak
to a nurse/doctor after arrival
Reduce patient’s waiting time to be
examined by a nurse/doctor
Improve information to patients about
expected length of wait
Improve overall length of time in A&E
Improve the cleanliness of the
department and toilets
Improve process for patients on
discharge from the Department by
taking into account home situation
Overall rating of care
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•
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More questions improving than
worsening since last survey
Strong performance on doctors and
nurses relationships with patients
Strong and improving performance on
care and treatment
A plan of action is being developed to
address these issues.