1. Patient Experience: Why does it matter?
Sarah Dickie
Nurse Consultant

2. What is Patient Experience?
How the patient journey (and the dynamic, associated human interactions and emotional response) is experienced and interpreted by an individual
A subjective measure of a patient's experiences. It looks at a care provider's offering from the standpoint of the patient's holistic experience

4. Why it matters?
Better Health Better Care -Mutuality and Patient Centeredness
‘We are determined to put the needs of patients at the centre of our health service…and learn from patient experience, good and bad, in improving how we design and deliver services’
Shared ownership and partnership working with patients

5. What do Patients want? Fast access to a reliable health service
Effective treatment delivered by professionals
Participation in decisions & respect
Clear, comprehensive information and support for self care
Continuity of care
Picker Survey 2007

6. Quality Strategy The three Quality Ambitions Person- centred Safe
Effective

7. Better Together
Consistent information regularly collected across NHS Scotland
Focused on detailed patient experience
Useful at both local and the national level

8. Better Together Year 1 and 2: Acute Care (Inpatient)
Primary Care (GP Services)
Disease specific (Long-term conditions, including Cancer)

9. Better Together
Areas which received the lowest levels of positive feedback included:-
Being told how long you would have to wait in A&E and knowing who was in charge of the ward
Emergency or urgent patients were less likely to score their overall admission to hospital positively (77%) when compared to those who were admitted from a waiting list or planned (86%)

11. Three patient stories running time 4min

13. Crosshouse Hospital Front Door – Patient Experience Map

15. Transforming Relationships
Supporting Patients and Carers to engage in improving services at local level
Surveys, Focus groups and patient stories
Clinical supervision to promote reflection as an everyday part of work
Creating opportunities to support staff in driving improvement in patient care
Patient experience embedded into CPD and staff feedback

16. Patient experience: Trauma Review Clinics
Data collated Feb 2010 – Feb 2011
All patients (new & return) attending the Tuesday morning Trauma Review clinic are offered a patient experience questionnaire to complete

18. Patient experience: Trauma Review Clinics
86% of respondents rated the Trauma Review clinic as either excellent or very good
Patients valued not waiting
Patients valued staff who were professional, polite and caring
Areas where patients thought we could do better
Information: “provide information updates when clinic’s running late”
“Make sure their was enough time to ask questions”

19. Patient Experience: ENP Service
Data Collection: May 2010
All patients presenting to Emergency Department and seen by an ENP
N= 734 surveys completed
Overall patients experience with the ENP service was rated excellent across all aspects of the service

20. Patient Experience: ENP Service
Excellent Care.
I was very impressed
First class care from the ENP, a credit to the Hospital
Fast and efficient.
Thank you
Thanks for good advice. Everything was explained clearly to me
I was very pleased with the way I was treated

21. You said – We did
Short survey offered to patients and relatives each month
Collated information displayed on white board

22. You said – We did YOU SAID WE DID Staff kind and caring,
excellent care provided
Waiting times seemed too long
Lack of communication after being left in a room
Thank you for this feedback. Passed on to staff and congratulated on their good work
Staff have been asked to ensure that patients and relatives are kept informed and up to date with potential delays to flow
Relatives should be encouraged to accompany the patient. Staff asked to provide more communication

23. Next steps: Over to You
What does the patient experience programme mean for me and my organisation ?
Are we delivering the Services we would want to receive ?
What are you going to do that will really make the difference to patient experience ?

24. Useful links Patient Experience Coordination Centre
NHS Education for Scotland
A framework to support staff development in Patient Focus Public involvement