1. ‘How statistics are being used to impact on service delivery’ Rory Farrelly Director of Nursing NHS Greater Glasgow and Clyde
Scottish Government
Annual Stakeholder Conference
1 November 2010

3. Greater Glasgow and Clyde NHS Acute Services Division
Covers a population of 1,191,000 and has an annual budget of £1.4bn (08/09).

4. Acute Hospitals Within Glasgow – Acute sites Glasgow Royal Infirmary
Stobhill Hospital
Victoria Infirmary
Southern General Hospital
Western Infirmary
Gartnavel General Hospital
Mansion House
Lightburn & Drumchapel
1 Children’s Hospital
Royal Hospital for Sick Children

5. Hospitals Within Clyde – 3 Acute sites Royal Alexandra Hospital
Inverclyde Royal Hospital
Vale of Leven Hospital
In addition
West of Scotland Beatson Cancer Centre

6. Services Provided A&E service Acute Medicine General Surgery
Orthopaedics
Vascular
Urology
ENT
Obstetrics/Maternity
Ophthalmology
Care of the Elderly

7. Services Provided Stroke Renal Paediatrics Plastic Surgery / Burns
Neurology
Neurosurgery
Cancer Services
Diagnostics
Minor Injuries
Day Surgery

8. Facilities Beds 4292 Acute Inpatient beds 289 Paediatric beds
179 Obstetrics beds
Theatres
77 IP theatres
21 Day case theatres

9. Activity A&E attendances – 453,236 Inpatient activity - 276,800
Day Case activity – 137,982
New Outpatient Attendances ,232

10. Patient Experience Questionnaire
Inpatient Between October 2008 and September 2009
Number questionnaires sent out 18,974
Response rate 47%
Provisional results - September 2010

11. Survey asked Patient Experience around:-
Admission
The Hospital and Ward Environment
Care and Treatment
Staff
Leaving Hospital
Medicines

12. Priorities Ensure safe and effective working practice
Enhance the patient experience
Shared aspirations, objectives, values and priorities
All staff contribute to leadership on health improvement and tackling inequalities
Focus on service improvement and empowering frontline staff to assist in this.
Clear objectives, accountability and a performance management framework

13. Leadership at all levels
Role model
Visible
Identifiable
Accessible
Approachable
Authoritative
Communicator

14. NHS GGC Acute Division Leadership Accountability & Responsibility
Governance Structures
Steering Group (Non Executive Director)
Action Plan (SMART objectives)

17. Positive Results

18. Sample of Highlights

19. Sample of Lowlights

20. Part of the National Picture

21. Priority Areas

22. Priority Areas
In the Emergency Department I was told how long I would have to wait.
I was happy with the food and drink I received.
I was given help with arranging transport.
I was bothered by noise.
I knew who was in charge of the ward.
There was enough time to talk to the doctors.
Nurses gave me clear expectations about any operations and procedures (e.g. What would happen, how I could expect to feel).

23. Maximising Impact
At practice level
At Board level
At national level

24. Sustaining Action
As a Board we have a local plan which sets out its approach to quality and reflects the importance of patient experience?
How will patient experience be embedded into improvement and decision making?
Monitoring improvement over time –
Quality Measurement Framework – Quality Outcome Measures
Participation Standard (Scottish Health Council)
Board Annual Reviews
Internal/Local Quality Committees

25. Beyond Survey!!
Long Term Conditions (LTC) module will be developed to support Boards in pursuing the ambitions and aims for LTC laid out in the Quality Strategy
“Closing the Gaps – addressing the hard to reach groups”
Immediacy of data – triangulation of survey data with local data, reviewing alternative technology solutions.
Improvement capacity and capability
Supporting use of qualitative methods for developing more detailed understanding - ‘Story’
Links to extranet and other improvement systems
Alignment/integration with all quality improvement programmes

26. Where Next for NHS GGC Inpatient survey will be re-run in 2010-11
Procurement of approved contractor to completed
Roll out in early January 2011

27. Any Questions?