Responsive Check that the care you provide is responsive to people’s needs

Responsive

Facilities are organised so they meet people’s needs

1 Do I know what the protected groups are under the Equality Act 2010?

2 Am I aware that different people have different needs when accessing the

Hospital?

3 Do I take action to address barriers to ensure all of these groups are able to access the service?

4 Do I know how to assess the mental capacity of patients?

5 Do I make appropriate adjustments for patients who lack capacity or have a learning disability?

6 If a patient lacks capacity, do I know how to ensure their best interests are assessed and recorded?

7 If I have to cancel an appointment, do I always give an explanation to the patient?

8 If appointments are cancelled, do I rearrange as soon as possible?

9 Do I prioritise patients according to their need?

Y N n/a

10 When patients are discharged, do I ensure all pertinent information is shared with the relevant agencies?

11 Do I share any compliments I receive with my manager and the rest of my team?

12 Do I encourage patients to give feedback about the Hospital using

Patient Satisfaction Questionnaires?

13 Do I know what the comments/ feedback given by patients and families are saying about my department?

14 Do I use patient feedback to improve the service I provide?

15 Do I know what the Friends and

Family Test score is for the Hospital?

16 Do I know how to resolve a problem or complaint if it is raised with me directly by a patient or a family member?

17 Do I know how to advise a patient or family member of how they can make a complaint should they wish to do so?

18 Do I know how to access the

Complaints Policy?

19 Do I discuss complaints and concerns at team meetings in an open and honest way?

Y N n/a

20 Do I know of any changes that have been made as a result of a complaint?

21 Do I know what DNACPR stands for?

22 Do I know what the process for making this decision is and where it’s documented?

23 Do I know what an Advanced

Directive is?

Y N n/a

Are you aware of the following policies and procedures and know where they’re stored? Y N n/a

• Complaints Policy • Do Not Attempt Cardiopulmonary

Resuscitation Policy