1. The Patient Experience Team
Xanthe Gunn – Patient Experience Facilitator
South Division

2. Who we are
Neeta Pattni, Patient Experience Facilitator (North Division),
Xanthe Gunn, Patient Experience Facilitator (South Division), Dominic Mundy, Head of Patient Experience
Susan Blackwell, Patient Experience Coordinator (Children’s Division)
Georgina Parker, Patient Experience Facilitator (Inner Division)
Ranjit Plahe
Complaints and Claims Manager
Barbara Havlin
Complaints Officer

3. Patient experience in numbers
In the last 12 months* 3075 patients in Merton fed back to the Trust on their experience using telephone surveys, comment cards, paper surveys, or i-pads
On average
96% would recommend CLCH services each month
91% felt involved in decisions about their care or treatment
97% felt they were treated with respect
94% said their care was explained to them in a way they could understand
88% said they were satisfied with how quickly they were seen
55% said they would know how to complain or raise a concern about their treatment
96% rated their overall experience as ‘excellent’ or ‘Good’
113 compliments were logged with the PALS service along with 41 issues for resolution
No formal complaints were received from Patients in Merton
* Data for period Aug16-Sept17 / Reporting period Sept16-Oct17

4. 15 Steps Challenge Review Team Initiation Visit Feedback reported
Action planning with clinical team
Report back Quality Stakeholder Reference Group (QSRG) + Board via Quality Report
Report outcome to board,
Quality Stakeholder Reference Group (QSRG)
Feedback reported
Review team outcome visit
2 weeks
1 week
5 months
2 weeks

5. 15 Steps Challenge, Morden Diabetes Service
Initial visit to the Morden Diabetes Service at the Morden Road Clinic in June 2017
Team of 5 clinicians, facilitators, Trust members and patients visited the service
Patient appointments were observed with permission and staff and patients in the waiting area gave feedback
Initial report showed
communication with patients was excellent
staff said the environment could be improved
information on display for patients could be better
A follow up visit will be arranged in June 2018 so the team can check their recommendations have been actioned

6. The Always Events Project
Always Events are an Institute for Healthcare Improvement (IHI) initiative. They are aspects of the patient experience that are so important to patients, their relatives and carers, that health care providers must aim to perform them consistently for every individual, every time they have contact with a healthcare service. Central London Community Healthcare (CLCH) decided to focus on an Always Event around ‘involvement in care’ with a distinct project vision of: “We will always support patients, relatives and carers to be involved in the planning and delivery of their care” A working group was formed and having better informed patients was decided to be a priority, in order to improve the extent to which patients, their relatives and carers feel involved in their care.
Stage 1: Surveying and interviewing patients, relatives, carers and staff
Stage 2: Co-design meeting to review phase 1 feedback and decide on key improvement areas
Stage 3: Pilot period 1- testing new ideas & gaining feedback
Stage 4: Pilot period 2 – testing new ideas & gaining feedback
Stage 5: New ideas become business as usual in pilot teams
Stage 6: Spread to all teams

7. The End Product, District Nursing Teams in Merton
“Hello, am I speaking with Mrs Betty Jones?
My name is Laura and I am a District Nurse calling from the Parsons Green Community Nursing team at Central London Community Healthcare.
Is now a good time to talk?
Would you prefer me to call you Mrs Jones or Betty?
You have been referred to the community nursing service by your GP for support with managing your leg ulcers and therefore one of my colleagues would like to come to visit you tomorrow in the morning so we can decide together how best the team can support you. Would that be ok?
Have you understood all the information I have given you?
Do you have any questions for me at the moment?”

8. Experience Based Co-Design (EBCD) Project: Walk In Centre waiting time satisfaction.
Using a co-design approach, engage with patients and staff to understand the causes of waiting time dissatisfaction and how we can address this
Observe WiCs/UCCs
Interview staff & patients
Edit interviews into films
Co-design event
Implementation
Evaluation
What is EBCD? – Kings Fund
Gathering experiences from patients and staff
Uses interviewing, observation and group discussion
Identifying key 'touch points' through short edited film
Staff and patients are then brought together to identify and implement activities that will improve the service

9. Key Performance Indicators
A Positive Patient Experience
Changing behaviours and care to enhance the experience of our patients and service users
Proportion of patients who were treated with respect and dignity
Friends and family test - percentage of people that would recommend the service
Proportion of patients whose care was explained in an understandable way
Proportion of patients who were involved in planning their care
Proportion of patients rating their overall experience as good or excellent
Percentage of patients who have been informed of how to complain or raise a concern
Proportion of patients' concerns (PALS) responded to within 5 working days
Proportion of complaints responded to within 25 days
Proportion of complaints responded to within agreed deadline
Proportion of complaints acknowledged within 3 working days

10. Patient Experience Team, PALS & Complaints team
Central London Community Healthcare NHS Trust
2nd Floor, Parsons Green Health Centre
5-7 Parsons Green, London
SW6 4UL
Freephone: