1. Patients Association – Our Strategy Rosalynd JowettTrustee The Patients Association

2. An established health and social care charity over 50 years old Campaigns on issues raised on our national Helpline from patients and carers Using patient stories, feedback and reports as a basis for improving care Research and media work aimed at raising awareness

3. The Patients Association: - Our Aims Listening to patients, speaking up for change Through: Free and confidential Helpline 6,000+ enquiries a year Patient experiences form our evidence Captured stories about health and social care across the UK

4. Influence & impact Pro active and responsive Political influence and impact Use patient narratives as evidence for change Optimise skills, expertise and knowledge of Board Trustees

5. Influence & impact Sought after for opinion and comment by Department of Health, NHS England, Care Quality Commission, Parliamentary and Health Service Ombudsman, NMC, GMC & Royal Colleges Working with other charities, including over 30 health and social care charities, which form part of our Network for Patients e.g. The Clinical Human Factors Group.

6. Common Complaints Poor care in hospital Unhappy with GP’s diagnosis Inaccurate medical records Persuading GP for a referral to a specialist Adult social care complaints Waiting times Discourteous Healthcare professionals Being removed from GP list after making a complaint

7. What are the key messages? Hospital staff to be compassionate, competent, caring, professional and efficient. High quality and safe care Care with dignity assistance with eating and drinking, help with personal hygiene activities, pain relief, information and involvement being listened to

8. Patients experience Poor communication Lack of dignity Poor Pain relief Lack of assistance with essential personal needs Lack of involvement with their own care

9. How accessible are senior Trust staff to their healthcare workforce? How comfortable are healthcare practitioners to raise concerns? If asked, would Trust workforce be happy for their relatives to be cared for in their organisation? How effective is the process for addressing concerns & complaints in their specific organisation? Are processes in place to ensure organisations learn from complaints? Some Reflections….

10. More Reflections…….. How good are development and ongoing education opportunities for staff? Is patient involvement effective? How do staff get feedback about how well they are doing? How do organisations use concerns/complaints to change patient experience for the better?

11. The patient perspective Our research and Helpline analysis indicates that patients particularly value: Openness and honesty by those looking after them Patients being seen as people first and foremost Patients seen as partners in their care & treatment Being treated with dignity, compassion and respect

12. Patients and their carers want to know: As much information as possible about their care and treatment; Who is in charge of their care and of the ward Who has responsibility for the continuity of their care Who can they speak to when they have significant concerns

13. The impact of good care “I am particularly grateful to the Charge Nurse who proved to be excellent, with consistently high standards. He showed compassion, knowledge and expertise and is an excellent example both to his colleagues and to student nurses. ” “ I was looked after by a lovely theatre nurse, my surgeon was very good and I do not appear to have suffered any physical side effects from the operation.” “ Although there was nothing that the nurses and consultants could do for L, the care and attention that L received there was outstanding. And the care and support they have shown us since has been wonderful. We have the greatest admiration for all of the staff on the CICU ward.”

14. Key Message “ …put patients where they are entitled to be – the first and foremost consideration of the system and everyone who works in it.” Robert Francis

15. The Patients Association PO BOX 935, Harrow, Middlesex, HA1 3YJ Email: mailbox@patients-association.com Telephone: 020 8423 9111 Fax: 020 8423 9119 Helpline: 0845 608 44 55 Email: helpline@patients-association.com