2. • Had a few challenges recently………
– Pilgrim Hospital CQC, NMC & Deanery.
– Lincoln County Hospital CQC.
But, lots of work……e.g. at Pilgrim
February 2011 Now
Warning notices – 2 Warning notices – 0
Major concerns – 2 Major concerns – 0
Moderate concerns – 7 Moderate concerns – 0
Minor concerns - 3 Minor concerns - 2
3. • How is that reflected day to day?
– Complaints.
– Survey results.
– Letters to local papers.
– Media………
– Staff impact.
4.
5. • If patients and families read these how will
they feel?
– Lack of confidence…
– Fear and anxiety…
– Expecting poor care….
– And again – staff impact
6.
7. • We weren't listening.................
• Imagine how patients felt when they posted
their stories and saw that no-one had
responded to previous ones.
• Poor reports about ULHT overshadow the
good…….
8. • Pockets of really good work around patient
experience.
– Real time surveys.
– Local service studies and questionnaires.
– Focus groups.
• April 2012:
– No overarching strategy.
– Who was leading?
– Time, capacity, priorities…..
9. • Now:
– Pan-Trust Lead.
– Strategy.
– Patient Experience Committee.
– Action plan and workplan.
– Patient Experience & Engagement Manager.
– ‘Patient Experience Toolbox’ – Patient Opinion is a
key component.
10. • Process for responding to Patient Opinion
– Principles: who, why and how.
– Lead responder receives alert.
– Aim for response – or ‘holding response’ within 5
working days.
– Reports & learning.
11.
12.
13. • Publicly viewable.
• Valuable to the patient who told the story.
• Valuable to others who may be reading.
• Valuable to our commissioners and regulators in
understanding how we listen to and respond to
issues raised.
• Patient Opinion has 329 ULHT stories in total.
• Of these only 93 have been responded to by the
Trust and most of these responses were posted
within the last 6 weeks.
17. I am so sorry that your son, and you, have
had such a difficult and worrying time and
whilst you have said you feel better for
'getting it off your chest' it may help to talk
through this some more and allow us to
investigate the concerns you have raised. If
so please contact us at
patient.involvement@ulh.nhs.uk
18. Thank you very much for taking the time to
give us your feedback and I am very pleased
that you were well cared for and are
recovering.
19.
20. • Its about empathy and compassion.
– What if that was me or my family?
• Genuine, open and honest.
– Being truthful, saying sorry with meaning.
• Better late than never.
– A bit embarrassing to reply so late….but can still
learn from the experience.
21. Actions speak louder than words…..
• Collate responses by site – sent to Deputy Directors.
• Sites use within governance meetings.
Posted by Ness (as the patient), 16.05.12 I am very sorry you have had such a difficult
Approx 18 months' ago I was referred to the Pain Clinic for acupuncture for pain in my time. If you would like to further discuss your
left hip. I had just been diagnosed with fibromyalgia. By the time I had my first personal clinical symptoms and care then please
appointment the pain had moved and was no longer in my hip but in my lower back. do not hesitate to contact us at:
(With fibromyalgia pain moves around the body). The very young nurse who was doing patient.involvement@ulh.nhs.uk and we can
the acupuncture told me that I had been referred for pain in my hip and so that is arrange for someone to contact you. The answer
where I was to have the treatment. So I had approx 6 sessions with needles in my hip phone is checked throughout the day and I am
when there was no pain there. I attended each session as I did not wish to be struck off sorry you were unable to get through or to
the list at the Pain Clinic. I was eventually sent an appointment which I needed to receive a response. I have discussed your
change so despite several calls to the clinic it was always an answerphone. I must have experience with the specialist nurse at the clinic
left at least three messages. I have never heard from them again. I have to say when I who has asked me to pass on her apologies too.
was having the acupuncture that I needed to change an appointment and again left a Thank you for taking the time to feedback to us,
message on their voicemail but when I went the next time the nurse said "Oh, they your experiences are important to us as we work
don't always listen to the messages". Who gets the blame for that I wonder? to improve and develop our services.
22. • Reports to Patient Experience Committee.
• Reports to Quality & Safety Committee.
• Reports to Board of Directors.
• Reports to commissioners
• Using patient stories – locally and corporately.
• Feed into customer care training and planned
review.
