Julie Hendry: Creating a culture to ensure good patient safety, quality and experience

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Julie Hendry, Director of Quality and Patient Experience at Mid-Staffordshire NHS Foundation Trust, gives a background to previous care failings at the trust, and explains how the culture of care has since been transformed to ensure patients are safe and well cared for.

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Julie Hendry: Creating a culture to ensure good patient safety, quality and experience

  1. 1. Creating a culture to ensure good patient safety, quality and experience Julie Hendry Director of Quality & Patient Experience Mid-Staffordshire NHS Foundation Trust
  2. 2. What do you know about Mid-Staffs? • Working on the basis that everyone here has at least a basic knowledge of the failings at MidStaffs • Not everywhere was bad • Not everyone was bad • Some myths
  3. 3. Mid-Staffordshire Local context: • Weak leadership – not listening to patients, families or staff, inaccessible leaders • Poor governance systems including lack of responsibility and accountability • Poor decision making with little or no risk assessments • Focus on targets, not outcomes for patients • Lack of openness, introspective culture • Lack of clinical engagement • Board to Ward disconnection • Low nursing numbers and ratios
  4. 4. Personal reflection What it has felt like….
  5. 5. The wall of shame
  6. 6. Vision and values • Our vision is to be recognised as the safest and most caring trust in the NHS • Our values – care for people – listen and improve – work together – do the right thing
  7. 7. Making sure patients are safe and well cared for by: • Setting and living the values and culture, from Board to Ward and Ward to Board • Listening to, and actively engaging, our local community – restore public confidence, ownership and challenge • Being open, honest and transparent – and managing the fallout of that honesty and transparency • Creating the right environment for patients and staff • Supporting and developing staff by listening to and valuing them – speak out safely • Provide explicit standards, measurement and information
  8. 8. Personal reflections • There is some ‘Mid-Staffs’ across the NHS • Board – the right people with the right leadership and values • Staff numbers, with the right skills, behaviours and attitudes • Never be complacent and be alert to slipping standards • Ensure systems for sharing good practice are effective • Sticking plasters and quick fixes don’t work – and staff and patients don’t like them • Even good staff can fail ‘to care’ in a poor culture • Pausing is more difficult than doing • Resilience and optimism is essential
  9. 9. What do you know about Mid-Staffs? • Mortality rates are some of the best in the country • Zero MRSA blood stream infections since February 2012 • C Diff – 25 cases last year, 17 to date this year – no cross infection • CQC – no concerns on our registration, positive feedback • 54% reduction in complaints numbers over two years – on trajectory for >80% reduction over 3 years • 98% of patients likely or extremely likely to recommend the service, net promoter in mid 70’s, A&E top 10 nationally • 61% return rate on the staff survey • Improved in all but two questions in national Inpatient survey, top 20% of performers for 31 questions • Achieving CQUIN performance, 18 weeks and cancer indicators
  10. 10. Thank you for listening Julie.hendry@midstaffs.nhs.uk

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