1. Jean Tucker
Patient Experience Improvement Team
@thejeantucker
@gloshospitals

2. Small Steps, Big Changes Project
The aim of this initial year-long project was to understand how we could best use insight to improve the patient experience on one ward - 7A
Data is feedback of any kind
it stemmed from a period of adversity when the ward was recovering from a particularly challenging time and the team chose to look forward

3. 30 acute beds (funded for 28) Gastroenterology
Vacancies – 6 to 8 WTE Band 5 staff nurses
Long-stay patient impact
High incidence of Violence and Aggression
Red staff stress survey
Long established band 7 Sister
as it stemmed from a period of adversity when the ward was recovering from a particularly challenging time and the team chose to look forward

4. …..a great opportunity To make a difference To be heard
To influence care
To ‘make it better’
To be ‘part of’
To be special

5. Collecting Feedback
Multi – method approach that captured the views of the patients at different times and in different formats to offer us the fullest picture of the experience of the patients.
But first…..

6. Their ideas for improving the patient experience
In order to improve the patient experience of the ward, we first had to listen to the staff.
What matters to them
Their ideas for improving the patient experience
Embed a culture of improvement
Anecdotal
Encourage the front line staff to innovate in response to feedback with the fear of retribution
Ownership of the initiative
In a recent study by Kings Fund, a point was made that if you intend to bring about a culture that is genuinely looking at patient experience, then you have to look at the staff experience too

7. ‘’Culture eats strategy for breakfast’’

8. Staff feedback

9. Patient feedback Surveys Focus groups Anecdotal evidence Observations
national, local and FFT
Focus groups
Anecdotal evidence
Observations
Use surveys to measure impact

10. Acting on feedback
Admissions packs – increased efficiency on admission ensuring all documentation is completed
Hearing aid boxes

11. Sleep masks – in response to
patients comments about lights
at night.
Its OK to Ask – a poster and
badge campaign

12. Walking stick holder
Suggested and sourced by a patient who knew what he needed to make his life easier..

13. Information boards
Condition specific boards with a range of relevant information next to them.

14. Continuous feedback

15. Feedback to staff

16. Measurement Survey on ward prior to project Re survey one year later
We did not measure individual initiatives – we just did it!

17. Question Change in results ‘yes always’ increased from 68% to 74%
Q8 When you had important questions to ask a doctor, did you get answers that you could understand?
‘Yes, always’ increased from 50% to 56%
Q11 Were you involved as much as you wanted to be in decisions about your care and treatment?
‘yes definitely’ increased from 42% to 51%
Q12 Did you have confidence in the decisions made about your condition or treatment?
‘yes, always’ increased from 54% to 57%
Q13 How much information about your condition or treatment was given to you?
‘The right amount’ increased from 62% to 78%
Q21 Beforehand,(before operation or procedure), did a member of staff answer your questions about the operation or procedure in a way that you could understand?
‘yes, completely’ increased from 53% to 65%
Q23 After the operation or procedure, did a member of staff explain how the operation or procedure had gone in a way that you could understand?
Q10 In your opinion, did the members of staff caring for you work well together?
‘yes always’ increased from 68% to 74%
Q25 During your hospital stay, did you feel well looked after by hospital staff?
‘yes always’ increased from 73% to 77%

18. Low Point of the Project
The start
High Points
There are many…
Empowered staff taking ownership
The change in culture
Other wards wanting ‘what 7A had!’

19. Benefits Staff feel enabled to drive change
+ impact on morale and fulfilment
Enjoy their work and socialise more – tombola/fundraising
Quality Academy Silver award