CQC: Patient experience and engagement during the COVID-19 pandemic We are committed to maintaining a high quality patient experience during the COVID-19 pandemic.
treatment with their next of kin, in a timely way, so that families feel fully informed and involved.
There are many ways to achieve this and there is a ward level responsibility to act in four During this time, we have adopted general circumstances: innovative ways to ensure that our patients can keep in contact with If the patient deteriorates their loved ones while visiting is If the patient becomes end restricted. of life This has included the Message to a Loved One and Virtual Visiting service – thank you to all of our volunteers who have been involved for your amazing contributions. Please remember that these services are available to signpost our patients, their friends and relatives to. We know that keeping families connected now will help to prevent longer term issues for mental wellbeing and improve the chances of recovery. Communication with loved ones also involves sharing key updates about the patient’s care and
nurse specialists for dementia and senior ward managers. We are now working to continue to develop this further, and welcome your suggestions. Please email Shahid Sardar, associate director of patient engagement, on shahidsardar@nhs.net.
If the patient is transferred out of PAHT or your ward If the patient’s condition improves, they come out of high dependency areas, or are able to be stepped down
All of these circumstances should be discussed at the safety/ morning/ handover/huddles and a communication coordinator of the day identified to make the calls to the patient’s next of kin before lunch. The same process should be followed in the afternoon or evening. This process is based on practices developed by our clinical
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