This table sets out our 3 key targets for Patient Experience last year and outlines how we have performed on each. Our Patient Experience What we aimed to How did we do? Quality Priorities and achieve why we chose them In 2014/15 Continue to support We will work with the Despite our efforts to we said our and strengthen the Patients’ Council to increase the visibility of the No. 1 goal Patients’ Council. improve the Trust score PALs team and improving was: on the national inpatient publicity posters and patient We recognise that our survey for two questions; information leaflets, the ability to measure 2014 inpatient responses to Patient Experience is H4. not receive any question H4 not receive “Did “Did critical to making information explaining any information explaining changes and how to complain” how to complain” remained supporting in unchanged. delivering best care. B7. get enough “Didn't Our Patients’ Council information ward Question B7. get “Didn't has a remit to routines” enough information challenge and hold us ward routines” was removed to account on the We will collect real-time from the national survey – delivery and stories’ with although the Trust can ‘patients’ improvement of an trained volunteers and demonstrate efforts to excellent patient staff. improve patients and carers experience. experiences of this via, for We will develop and example Bedside Book’ ‘My implement a survey of (section 2.2 of this report) inpatients the direct prompts from the CQC We have collected the caring domain. stories of patients with support from our Patients’ Council and our complaints and PALs team. We have reported these stories to the Board. Our Patients’ Council have developed a survey for inpatients using the CQC caring domain and – extended the use of this to our Emergency Department. In 2014/15 Fully implement the We will have met the We have achieved the we said our Friends and Family national requirements Friends and Family Test
This table sets out our 3 key targets for Patient Experience last year and outlines how we have performed on each. Our Patient Experience Quality Priorities and why we chose them What we aimed to achieve How did we do? In 2014/15 we said our No. 1 goal was: Continue to support and strengthen the Patients’ Council. We recognise that our ability to measure Patient Experience is critical to making changes and supporting in delivering best care. Our Patients’ Council has a remit to challenge and hold us to account on the delivery and improvement of an excellent patient experience. We will work with the Patients’ Council to improve the Trust score on the national inpatient survey for two questions; H4. “Did not receive any information explaining how to complain” B7. “Didn't get enough information ward routines” We will collect real-time ‘patients’ stories’ with trained volunteers and staff. We will develop and implement a survey of inpatients the direct prompts from the CQC caring domain. Despite our efforts to increase the visibility of the PALs team and improving publicity posters and patient information leaflets, the 2014 inpatient responses to question H4 “Did not receive any information explaining how to complain” remained unchanged. Question B7. “Didn't get enough information ward routines” was removed from the national survey – although the Trust can demonstrate efforts to improve patients and carers experiences of this via, for example ‘My Bedside Book’ (section 2.2 of this report) We have collected the stories of patients with support from our Patients’ Council and our complaints and PALs team. We have reported these stories to the Board. Our Patients’ Council have developed a survey for inpatients using the CQC caring domain – and extended the use of this to our Emergency Department. In 2014/15 we said our Fully implement the Friends and Family We will have met the national requirements We have achieved the Friends and Family Test
Agenda%20Item%201000%2015%20%20Draft%2020142015%20Quality%20Account.docx