Patient and public involvement
We always endeavour to listen to the feedback our patients provide to improve the services we deliver. Ways to get involved include the following:
• The Friends and Family Test: asking patients ‘How likely are they to recommend the ward or department should they require treatment in the future’.
• National surveys: such as the inpatient, outpatient, maternity, A&E surveys being carried out on behalf of the Care Quality Commission.
• Patient Reported Outcome Measures (PROMs): surveys which assess the health outcome and experience of patients on four clinical pathways.
• Local patient experience surveys: carried out by wards and departments. The use of volunteers in supporting the Trust to capture patient experience locally is invaluable.
• NHS Choices and Patient Opinion: the national intranet feedback page for patients and the public to post their experiences about the Trust.
• Key performance indicators: shared through the service units on a monthly basis and displayed in ward and department areas.
• Patient complaints and PALS: enquiries enable more formal feedback from patients and carers, and require formal investigation and response from the Trust.
Quality and improvement strategy
We continually strive to improve the care and services we provide. To achieve this, it is essential that we adopt a proactive approach ensuring safety and quality are at the heart of our services and a by-word identified with patients experience at the Trust. To achieve this we have developed a quality and safety improvement strategy. The strategy identifies five key domains (safe, caring, effective, responsive, well led) against which milestones will be set over a three year period to ensure we can build upon our performance and efficiency to create a culture of continual improvement. To access the strategy click here.