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…Achieving Continuous Improvement

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Presentation on theme: "…Achieving Continuous Improvement"— Presentation transcript:

1 …Achieving Continuous Improvement
Emergency Department Royal Lancaster Infirmary Patient Experience... …Achieving Continuous Improvement [Prepared for: IPCC] [Presented by: Graeme Nicholson, Trisha Whalley, Jackie Moorland] [Date of presentation: ] Prepared for: UHMBFT Trust Board Presented by: Graeme Nicholson Date of presentation:

2 Approx 53,000 patients per year Admissions higher than expected
Background Approx 53,000 patients per year Admissions higher than expected - Increasing elderly population - Acute Services Review - Increased public expectation - Increased attendances (OOH provision) Perception of failing department - 4 hour waiting time - Ambulance handover delays Perception of failing resulting in fixed mindset

3 Challenges Patient flow ED capacity (space)
- In-patient (reduce length of stay) - Community support (avoid admissions, support early discharge) ED capacity (space) - Loss of minors stream

4 Key challenge Change mindset… …develop process & systems that support an ethos of continuous improvement.

5 Reorganisation of prioritisation Reorganisation of patient flow
Triage Reorganisation of prioritisation - Role descriptor Reorganisation of patient flow - Minors Triage Nurse - Ambulance Triage Nurse Improved communication - Triage / Comments Card

6 Shift Coordination Role descriptor Tracking Board Breach reporting Shift Coordination Sheets Shift Reports ID of Shift Coordinator

7 Patient experience Staff preconceptions LINk Triage / Comments Card Welcome & Information Boards Complaints & Compliments You said We did

8 Triage / Comments Card

9 Triage / Comments Card

10 Welcome Board

11 Information Board

12 Complaints & Compliments

13 You said We did

14 Turning a corner Patient feedback Agenda – celebrating achievement Our Achievements Board Growth mindset Positive perceptions of others Journey towards continuous improvement

15 The future Lorenzo New quality indicators (x8) Build extension Urgent Care Access Group (UCAG)

16 Thank you Any questions? Graeme Nicholson, Matron

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