The Musgrove story: Our journey towards excellent patient experience

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Martine Price, Head of Patient Experience, and Dr Robert Whiting, Consultant Stroke Physician, share how they’ve been working to improve the experience of patients at Musgrove Park Hospital.

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The Musgrove story: Our journey towards excellent patient experience

  1. 1. The Musgrove story Our journey towards excellent patient experience Martine Price, Head of Patient Experience Dr Robert Whiting, Consultant Stroke Physician
  2. 2. Our story …
  3. 3. <ul><li>Our journey </li></ul>
  4. 4. A CLEAR ambition <ul><li>Patient safety To achieve zero avoidable harm to patients </li></ul><ul><li>Patient experience To ensure that 95% of patients rate their care as excellent </li></ul><ul><li>Making the most of Musgrove To achieve a reference cost index below 90 </li></ul>
  5. 6. Improving patient experience Learning for improvement - Patient Safety - Patient Experience - Making the most of Musgrove Zero avoidable harm to patients 95% of patients rate their care as excellent Reference cost index below 90 Improvement workstream groups Pathway improvement groups
  6. 7. <ul><li>The Dunkery Chapter </li></ul>The Dunkery chapter …
  7. 9. <ul><li>Identifying the problems : </li></ul><ul><li>Pathway mapping </li></ul><ul><li>Patient shadowing </li></ul><ul><li>Staff shadowing </li></ul><ul><li>Patient user focus groups </li></ul><ul><li>Feedback questionnaires </li></ul><ul><li>Key issues : </li></ul><ul><ul><li>Getting patients to stroke unit </li></ul></ul><ul><ul><li>Co-ordination of care </li></ul></ul><ul><ul><li>Information provision for patients & families </li></ul></ul><ul><ul><li>Discharge planning </li></ul></ul><ul><ul><li>End of life care </li></ul></ul><ul><ul><li>Staff wellbeing </li></ul></ul>
  8. 13. Patients spending more time in the right place!
  9. 14. Improvement across key quality indicators
  10. 15. Mortality rate Treated with dignity & respect Would recommend …
  11. 16. <ul><li>“ What makes a good or bad day?” </li></ul><ul><li>Building “resilience” </li></ul><ul><li>“ Snorkel” exercise </li></ul><ul><ul><li>Generating new ideas for service improvement </li></ul></ul>Staff engagement day
  12. 17. Looking to the future…
  13. 18. <ul><li>What have we achieved </li></ul>
  14. 19. <ul><li>Our learning </li></ul><ul><li>What’s it like to be a patient at Musgrove </li></ul><ul><li>Have a plan – Driver Diagram </li></ul><ul><li>Measurement </li></ul><ul><li>Leadership </li></ul><ul><li>Staff engagement </li></ul>
  15. 20. What next ...

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