Cath Roberts – Quality Improvement Manager North Wales NHS Trust September 2009 PATIENT STORIES Where are we now…….. Cath Roberts – Quality Improvement Manager North Wales NHS Trust

Heart failure team Enthusiastic Patient Representative Coffee morning Identification of service changes Demonstration of the change Trust Board attendance

Publicity Week. Out and about within Conwy & Denbighshire

Please share your STORY with us We want to learn from your experiences within Local Hospitals, GP practices and Community Pharmacies – good and bad! You may want to consider the following questions: Describe what happened. What was the main good thing about your experience? What was the main bad thing about your experience? What would have been the one thing that would have made a difference? What would be the one message you would tell your Local Health Service after your experience? The story you provide will remain anonymous if you so wish.

Future Plans….. Heart failure team continue to lead/develop/share their achievements Staff knowledge/training Guidance Explore how to ‘use’ compliments and resolved complaints. Culture shift

And remember Nothing is impossible………………………. Work through the challenges