1. Patient Listening Events at MEHT
How they are driving change?
Lynn Thomas Head of Patient Experience

2. Introduction
A key work stream of changing our Culture was to regularly provide our patients with an opportunity to tell us their story. This has helped us to see where the culture work streams are having a positive impact and whether we are improving the patient experience.
For the last year we have hosted Listening Events in the following areas:
Medical Wards
Children and Young People Services
Emergency Village
Outpatients Services
Gynaecology
Future Events
Cancer Services November 22nd 2017
Surgery 1st February 2018
Plastics 25th April 2018
So far we have heard 100 patient stories this year…

3. Format of Sessions
Maximum 25 patients attend paired with staff they have not met before
1-1 story telling which is written up and analysed for key themes
Results are presented to clinical staff who respond with planned actions
Action plans are presented to and monitored by Patient Experience Group and via Accountability Meetings
Our patients are asked- What would be the 1 thing we could do that would give you your ideal experience?
What areas should staff build on and/or do differently?
What would you wish staff to do more of or less of?

4. Things that were ‘Tops’
The laughter specialists are incredible! They take me away to safe and happy places when I’m scared
It was clean and tidy
It was clean and tidy
The receptionist ladies were very nice and helpful
The play specialists always tries to find me special toys
Funny nurses
Nurse that know me always come to see me
The staff were very nice and caring
I liked having the TV and films on
Wearing the dinosaurs
I drawed a picture for nanny

5. Things that were ‘Pants’
It was a bit small and there were very few toys and games
The Triage Nurse could give the ok for an x-ray, we had to wait for the x-ray to appear on the computer
Nurses talk too loudly at night when I’m trying to sleep
There were no vending machines in the children’s areas
I don’t like the Broken Toys
Doctors want to do blood tests in the middle of the night, when I’ve just fallen asleep! Mummy has to say no!
I did not like waking up very very hungry and waiting for lunch
More toys

6. The Perfect Children’s Ward
Petts
Flowers
Toys
Tellivishen
Swimin
Flloom
Big-flot
Ginet-telivishen
Big-slde
Hot-tube
Little-slde
Talk about themes in the picture that the kids brought up as an example

7. In summary our patients want us to
Talk to them and their carers more and involve them in decisions about them
Actions in progress
Daily audit of all wards asking key Red to Green questions. This highlights the areas that we are
doing well and the ones that need to improve
Improve the processes of OPD booking in, appointments and written communication
The systems and processes in OPD are being mapped and redesigned. We need to be clear of
capacity gaps and manage patient expectations better
Reduce noise at night
Action plan in place, new information for patients being developed will provide ear plugs, main
issue is to change staff behaviour and practice

8. In summary our patients want us to
Improve discharge processes
Actions in progress
The operations team are working on the key challenges that delay discharge, namely getting
patients ready for home/social circumstances, timely medication and transport earlier in the day
Provide more car parking spaces
More spaces have already been provided-we continue to manage the message via the car parking
strategy.
Work as a team across services/organisations
Living our values, communicate at all times, keeping the patient at the centre of all we do.

9. THANK YOU
FOR LISTENING