1. PPPPPP

2. Developing listening systems and approaches to enhance our understanding of people’s experience of care. My name is Joe Hands My name is Rick Edwards

3. Gathering Feedback Public feedback is used to measure patient outcomes, monitor services, measure performance, systems and processes. The importance of listening and responding to feedback was identified in the Healthcare Improvement Scotland (HIS) report of December 2013 following its rapid review of the safety and quality of care for acute adult inpatients in NHS Lanarkshire. Recommendation 4: “NHS Lanarkshire should review its processes for collecting patient and carer experience data, to ensure that patients and carers feel able to provide honest feedback that is reflective of both the positive and negative aspects of care.”

4. Next Steps blended approach Fce-to-face Face-to- face In the Mid-Staffs report, Robert Francis QC called for fast-track reporting of patient experience: “Results and analysis of patient feedback including qualitative information need to be made available to all stakeholders in as near ‘real time’ as possible, even if later adjustments have to be made.” Patient Stories Digital Electronic Online Telephone Paper based

5. Feedback Mechanisms “We are listening” campaign – postcard developed for dissemination throughout the Board area advising the public of the multiple mechanisms available to provide feedback, supported by a media communications campaign. Increase in amount of unsolicited feedback received by all mechanisms. Feedback welcome – but some associated challenges – resources / systems. Revision of Inpatient Experience Programme with Public Partners: Approach Question set – 5 Must do’s Communications Team developing library of digital “Patient Stories” for learning. Used regularly for reflection and learning at management meetings and learning events.

6. Local Better Together Questionnaires National Better Together results published Patient Questionnaires developed with 70 questions, 3 different sets asked over quarter Results showed variable differences from national to local results Reviewed question set with patient partnership (reduced to 26 questions bi- monthly)

7. Local Better Together Results

8. Local Better Together Results Cont.

9. NHS Lanarkshire Person-Centred Care Strategic Prioritised Plan Collaborative Aims July 2014 - December 2015 AIMSDEFINITION Person-centred care 190% of people report a positive experience of the service 290% people say they got the outcome (or care/support) that they expected 390% of people who say that we took account of the things that were important to them 490% of people who say we took account of the people who were important to them and how much they wanted them involved in care or treatment 590% of people who say that they had all the information they needed to help them make decisions about their care or treatment 690% of people who say that staff took account of my personal needs and preferences 790% of people who say they were involved as much as they wanted to be in communication/transitions/handovers about them 8Develop and implement a rolling plan for Leadership walk-rounds in tandem with the patient safety collaborative

10. What did we change? Established a sub group from care assurance board Patient representatives Developed a question bank against each must do with me Questionnaires completed inpatient and post discharge with 14 days What we did well What could we do better

13. Feedback received Care & Treatment Compassion, Kindness, Courtesy “Being treated like a human” Clean Environment Friendly staff Accessible visiting Feedback shared directly with staff as close to real time as possible. Monthly report provided to Management Teams and Executive. Communication Support Noise at night Food Wait for treatment “Not enough staff” Safety brief / handover Improved verbal communication and electronic displays (ED) Dietetics in discussion with catering Change in operating times (audiology)

14. Mor More Generalisable Less descriptiveMore descriptive Less Generalisable Surveys Comments Cards Kiosk Questions In-depth Interviews Focus groups/Panels Online Ratings Public Meetings Patient Stories Photovoice Ward rounds/Observation Complaints & Compliments PositiveNeutral Negative Patient Opinion88062 Comments/Compliments/Suggestions194331 We are Listening7263118 TOTAL10086211 12 43 Valuing Feedback

15. What we did well? Staff very friendly and helpful. Staff took time to speak to me and made me feel at ease. Food is good. I was in hospital five years ago and there is a big improvement since last time. I am really satisfied with the care from all the staff. What could we do better? Just some more information about all the tests they are doing. Food – it’s not nice – either too much or too little. Visiting time is too long, it’s very tiring. I can say to my family to go home but other patients have their visitors in for hours and it can be exhausting. Disappointed the medical staff did not initially listen to me. I had to be insistent.

16. What next? Potentially use free text questions to gather inpatient information Continually review data to inform changes to process Post discharge increased with themed questions specific to ward Possible development of an app to capture feedback MDT real time feedback within ward (currently being tested) Link with patient safety harms collaborative Report data and qualitative themes through ward dashboard reporting

17. Aligning ‘Person Centred Care’ with Reduction in Cardiac Arrest Harm – Medical/Gastroenterology Ward 11, Hairmyres Hospital SCN Tom Imrie Safe – Measurement of Reliable Observations - MEWS Effective - 100% compliance with MEWS Bundle Person Centred Care –  What Information do I need?  Nothing about me Without me Problem highlighted from patient experience questionnaire Test a communication booklet to inform patients about care/treatment Learning from first PDSA CYCLE

18. So What? Early Resolution or Celebration is our aim! Feedback is “owned” by and shared directly with the area(s) identified so that they are empowered to reflect, learn and act. Director of Hospital Services / Chief of Medicine / Chief of Nursing/ General Managers / Departmental / Ward Managers share or discuss the feedback with their respective colleagues and teams to support learning and actions. Feedback reports provided and considered routinely at Hospital and Corporate Management Team Meetings.