Mandie Sunderland
Chief Nurse
Heart of England NHS Foundation Trust
What matters to patients?
 Feeling informed and
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being given options
Staff who listen and
spend time with patient
Being treated as a
person, not a number
Patient involvement in
care and being able to
ask questions
The value of support
services
Efficient processes
(Robert et al. 2011)
Sources:
 Patient survey
 Friends and family
 Patient stories
 Complaints
 Quantitative efficiency
measures e.g. LOS,
readmission rate
What matters to the NHS?
 Preventing people from
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dying prematurely
Enhancing quality of life
for people with long term
conditions
Helping people to recover
from episodes of ill health
or following injury
Ensuring that people have
a positive experience of
care
Treating and caring for
people in a safe
environment and
protecting them from
avoidable harm
(NHS Outcomes Framework
2012/2013)
Sources:
 Outcome measures e.g.
falls, HAPU dashboards
 Process measures e.g.
compliance with care
bundles – audit,
 Experience measures
e.g. surveys, stories
 Infrastructure e.g.
staffing levels and skill
mix
What matters to staff?
 The resources to deliver
quality care for patients
 The support I need to do
a good job
 A worthwhile job with
the chance to develop
 The opportunity to
improve the way we
work
(IPSOS MORI 2008)
Sources:
 Staff survey
 Quantitative measures
e.g. retention, short
term absence, education
 Cultural barometer
CAMILLA CAVENDISH REVIEW
 Announced February 2013
 Examine training and support of healthcare assistands
 Cover NHS and Social Care
 Recruitment
 Training
 Leadership, Management and Supervision
 Engagement and Support
 Public Confidence and Assistance
 Due to report May 2013
Challenges for Nursing
 Build public trust and confidence in the
nursing profession particularly in light of
national adverse media coverage
 Robust Board Assurance – lots of data not
much info
 Professional concerns re nursing practice
 Nursing largest workforce
− Biggest pay bill
− Patient contact 24/7
 Efficiency challenge