1. 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

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

3. Publicity Week. Out and about within Conwy & Denbighshire

4. 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.

5. 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

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