Stakeholder Purpose of What did we do? Status What has been the impact? What did we find out? How was this fed back to stakeholders? engagement/ What, if anything, has changed as a result? communication Patients or Gather Patient feedback By Monthly dashboard for Impact: ONGOING users of feedback on survey given to every rapid response includes The patient walk through was useful in current models being person who is patient experience exploring what approached work with intermediate tested. supported by rapid feedback from follow up the older age group who tend to be the care services Utilise same response, results calls and surveys. This is main users of intermediate care. and to refine collated on an ongoing also reviewed as a team their carers design of new basis. across services and It has been positive to run model. Telehealth follow up presented at IC project evaluation events with patients and staff Monitor call to patients & board. and to observe them working together ongoing carers. to review experiences. feedback Patient and Patient Story films have from people walkthrough. been played at governing Changes: using existing Dashboard feedback. body and to other staff Patient Information Pack for Rapid services. Capture patient forums. Response developed and refined stories. based on feedback, this is being left Participated in National A full report of follow up with patients to raise awareness, Audit of Intermediate calls is circulated to team this will be reviewed regularly and Care (NAIC). managers every couple of adapted as new services come on Capture feedback from months. stream. existing IC services and include in service NAIC report due out in Further streamlining of pathway dashboard. next few weeks. following patient walk through to reduce duplication. Additional communication with carers added to pathway. Ongoing engagement planned as part of evaluation and considering patient experience and outcome measures to include in new contract from March 2018.
Stakeholder Purpose of engagement/ communication What did we do? Status What did we find out? How was this fed back to stakeholders? What has been the impact? What, if anything, has changed as a result? Patients or users of current intermediate care services and their carers Gather feedback on models being tested. Utilise same to refine design of new model. Monitor ongoing feedback from people using existing services. Patient feedback survey given to every person who is supported by rapid response, results collated on an ongoing basis. Telehealth follow up call to patients & carers. Patient and walkthrough. Dashboard feedback. Capture patient stories. Participated in National Audit of Intermediate Care (NAIC). Capture feedback from existing IC services and include in service dashboard. ONGOING By Monthly dashboard for rapid response includes patient experience feedback from follow up calls and surveys. This is also reviewed as a team across services and presented at IC project board. Patient Story films have been played at governing body and to other staff forums. A full report of follow up calls is circulated to team managers every couple of months. NAIC report due out in next few weeks. Impact: The patient walk through was useful in exploring what approached work with the older age group who tend to be the main users of intermediate care. It has been positive to run evaluation events with patients and staff and to observe them working together to review experiences. Changes: Patient Information Pack for Rapid Response developed and refined based on feedback, this is being left with patients to raise awareness, this will be reviewed regularly and adapted as new services come on stream. Further streamlining of pathway following patient walk through to reduce duplication. Additional communication with carers added to pathway. Ongoing engagement planned as part of evaluation and considering patient experience and outcome measures to include in new contract from March 2018.
Enc-D2-Patient-Engagement-in-Intermediate-Care-Delivery-Plan-EEC-Nov-2017.docx