Communicating effectively with Patients and Families

The effect of poor communication to the patient

What did we do ? Built the Team MDT Patient perspective How did we do ?

How did we do it Pre operative Information packs including DVD of surgery Pre education classes Post operative Discharge information books Orthopaedic helpline 2 day discharge call Access to Nurse led wound clinics Patient experience Patient feedback via postal questionnaire to group Inclusion of patients into the group and participation in our study days

Telemedicine Patients have access to clinician without travelling the long distance to acute site Consultant Engagement Supportive to staff Receive feedback on patient experience data on them personally from 50 patients per year. Information road shows Sharing new innovative practice and integration of services to enhance care of our patients Listen to our community colleagues and patient groups

It was particularly helpful to be given written information on follow up, as so often one forgets verbal information. Very useful to be able to look up the information. I also received a follow up call that was very helpful and supportive. I feel that there is a lot of support an help available to me should I need it. The care and support I have received from ward 8 (NTGH), Physio, Helen and Sarah who were there for me at the end of the helpline and also came along to Physio to check my wound, I could not be more grateful to everyone. Discharge from hospital went very smoothly and staff very helpful. Whilst in hospital I received first class attention from all staff and cannot find fault, but only praise for such a dedicated team. Thank you for the NHS and well done Wansbeck. My operation was at Wansbeck Hospital, and I have used the orthopaedic helpline for Wansbeck several times. It has been brilliant and Anita with whom I have spoken each time could not be more helpful, reassuring and supportive. Please pass on my thanks to Anita for the wonderful job she has done. Patient’s and their families comments on their care is the most powerful feedback we can receive. The positive to take forward to show us when we get it right The negative to use as our driver to change and work in partnership with our patients

Any Questions ?