b Section 2: Performance overview 2012/13
Patient Experience... During 2012/13 we aimed to further
Objective: Develop patient and staff quality groups
improve mechanisms for gathering
for all clinical services.
patient experience which included the
Achieved: We have introduced during 2012/13 patient and staff quality groups in our Nursing, Therapy and Lifestyle Divisions. These groups provide opportunities for patients, carers and staff to meet and identify improvements for services.
use of patient stories, patient shadowing and patient experience questionnaires. Objective: Carry out ‘Patient Shadowing’ in six of our services to gather patients and families views by ‘walking the walk’ to highlight areas where improvements can be made.
Achieved: Six patient shadows were completed and resulted in the following:
Objective: Present patient interviews at our monthly Trust Board meetings to share patient experiences of our services. Achieved: 12 patients and carers interviews were presented to the Board.
• Improved sign-posting for the Continence Service
Using feedback from this method of data collection we have made the following improvements:
• Emphasis for clinical staff to follow best practice standards for infection prevention by being ‘bare below the elbow’
• Updated leg ulcer procedure to ensure all staff are aware that patients can self-refer into a Leg Ulcer Clinic
• Highlighted the need for up-to-date clinic opening times to be communicated to patients
• Introduced systems to ensure bank staff get a clinical handover in nursing teams
• Reviewed and updated patient feedback cards so they can share their experiences of our services easily.
• Nursing teams to ensure they have the optimal wound care products to promote wound healing.
Improving patient experience
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Quality Account 2012 - 13