Patient Experience Paul Jebb Assistant Director of Nursing Patient Experience

Friends & Family Test Local Inpatient Surveys National Patient Surveys Patient Interviews Concerns Complaints Compliments Comments Bereavement Feedback

Friends and Family Test Started in April 2013 –All inpatient areas and Accident and Emergency –Maternity services from October 13 –Further roll out expected in 2014/15 –Look at how community services can gather hte same date Asked one question, 6 possible responses. Net Promoter Score developed Score +100 to -100 (national average +69) Proportion of respondents who would be extremely likely to recommend minus proportion of respondents who would not recommend (response categories neither likely nor unlikely, unlikely and extremely unlikely)

Our Results and Response Rate

Ward 12 update Ward 12AprilMayJuneJulyAugSeptOctNovDec Response NPS Our concerns that have been affecting the score: Low response rates High percentage of patients scoring “ likely ” but this category is not included in the calculation of the NPs score High percentage of patients were either unsure or neither likely nor unlikely to recommend Ward 12 ’ s services, giving it a lower score overall

Actions taken since the Test results: Meeting held with Ward Housekeepers to reiterate the importance of the FFT and the need to increase the number of returns Monthly meetings with Ward Housekeepers now scheduled Daily monitoring of Ward 12 FFT returns – Ward 12 has 33 returns for the month of December Revised FFT poster for the Ward encouraging patients to discuss with the nurse in charge of the Ward if they do not feel that they can tick extremely likely box

Other Actions Health Watch – Enter and View (9 th Sept 13) well informed about their treatment and progress treated with privacy and respect happy with the choice of meals doctors washed and cleaned their hands before examining them overall happy with the cleanliness of the Ward happy with staff using terms such as “excellent” and “brilliant” as descriptors happy to recommend to the Ward (using the Friend & Family Question) Age UK unannounced Visit (17 th Sept 13) ward was friendly and staff welcoming patients were being treated with dignity and respect nursing staff were involving patients in their care and were communicated with although environmental works were ongoing it appeared that staff were trying to ensure minimal disruption to patients patients were supported with their hygiene needs water jugs were available for all patients patients were being treated and cared for in a caring and compassionate manner

Ward 12 - areas for Improvement equipment should be safely stored out of the way of patients to avoid accidents essential stock levels should be maintained at all times ensure that bath and showers are cleaned after use environmental works to be undertaken whilst operating as a functioning Ward (work now complete) staff occasionally moved to cover other wards (only done as last resort)

Local Patient Surveys Delivered to peoples home address every month Inpatients – 1000 Outpatients -100 A&E – 1000 per quarter Results at ward and consultant level. Results used to drive improvements in specific areas

Key areas results

National Patient Surveys Mandated by CQC Annual inpatient survey – 850 patients mailed in June. 3 year cycle – Accident and Emergency, Outpatients, Maternity National Cancer Patient Surveys Awaiting 2013 Inpatient survey results.

Patient Interviews Random visits to wards Interview 50% of patients During December 54 patients were surveyed from Wards 34, 35 and 15B at Blackpool Victoria Hospital. Overall 94% of patients said they felt they were being treated with respect and dignity, 76% said they would be extremely likely and 20% said likely to recommending the Ward to friends and family, whilst 83% rated the overall care as excellent or very good.

Moving Forward... Patient survey developments –Discuss how model can be rolled out to community services –Ensure improve response rates and sustain rates –Continue to develop real time actions against feedback

Any Questions? Thank you