Learning from Experience Learning from Experience in South Tyneside Presentation to the Council of Governors: Denise Horsley Head of Risk Management and Governance September 2016 Denise Horsley Head of Risk Management & Governance

Why is this important? The three key components of quality in the NHS Experience of care Clinical effectiveness Patient safety Good care Linked to positive outcomes for the patient Associated with high levels of staff satisfaction However, care is inconsistent and varies by different patient groups, with the poorest care often received by those least likely to make complaints, exercise choice or have family to speak up for them.

Sources of Feedback Complaints Claims Compliments Incidents (including serious incidents) National Inpatient Survey Friends & Family Test (and Friends and Family Test Plus) Real Time Feedback Open and Honest Care Patient Stories

Challenges No central collation of feedback Departments working in silos Difficulty presenting all feedback in a standard way Resource intensive reporting Process centrally led and managed by Carer and Patient Involvement (CAPI) Team and Customer Services Team Departments working in silos for example Carer and Patient Involvement Team who proactively seek out feedback such as FFT, RTF, Patient Stories Customer services respond to complaints Risk and compliance collect information relating to incidents

Local Response Development of repository for triangulation of information Collation of feedback at service, directorate and divisional level accessible to those who need to own the information Development of Patient and Public Involvement Panel chaired by NED Development of the new Quality and Patient Experience Team (QPET) Dashboard approach to patient feedback being developed that triangulates information New governance arrangements in place at divisional level with facilitators having access to shared electronic folders containing all feedback at team/ward level allowing for collation at service, directorate and divisional level

Local Response (cont’d) All available sources of information and feedback used to identify where improvements can be made Identification of themes and trends which are fed back to the relevant services Improvement action plans developed Assurances sought that actions are implemented and embedded Development of feed back to our patients, carers and the public

Next Steps Divisional governance arrangements developing and reporting structure and format will evolve Development of more creative ways of feeding back to our patients, carers and the public Further exploration and testing of new technology to increase feedback mechanisms and create collation and reporting efficiencies