The document discusses the importance of empathy and compassionate care in enhancing the patient experience, highlighting how behaviors and communication significantly impact perceptions of care. It includes various patient feedback methods, examples of experiences, and emphasizes core values such as care, communication, and compassion in delivering effective healthcare. The session aims to encourage reflection on clinical practices and advocate for changes that prioritize patient perspectives and emotional needs.

1. What Adds Value to the Patients Experience?
Empathy is the key to connecting with our
patients .
Janine lucking
National Improvement
Lead

2. Aim of this session
• What impacts on the patients experience
• Our behaviours
• What patients feedback
• Compassionate care &
empathy

3. Take a moment ……
• Reflect back over your clinical practice , where
have you truly engaged with patients and
changed the way you deliver care ?
• How many of us can truly say that our
professional or clinical approach has
significantly changed ?

4. What do you believe the
reasons are behind a lack of
significant change ?

5. Patient experience
• Good clinical care does not necessarily mean a good
patient experience
• How we behave, what we say & what we do can have a
huge impact on patient experience
• “ when in the waiting room, the receptionist was loudly
gossiping about lost patients notes – they were filed in
someone else's, she appeared to find this amusing !
• “ I had my appointment come through for a
colonoscopy, I spent a week planning and preparing
and then a month recovering emotionally “

6. I Overheard a Conversation ………

7. Patient Feedback
•
•
•
•
•
•
Questionnaires
Comment cards
Focus groups
Discovery interviews
Patient diaries
Many more …..

8. Comment cards
• What went well…..
Very efficient
&
professional
service
All the staff
were
fantastic
Good
explanation
of the
procedure
Excellent
service
Excellent
treatment
from the Dr
I could
not of
received
better
care
Congratulations
on such a lovely
team
Respectful
helpful
caring
team
Supportive
caring staff
Extremely
caring &
kind

9. Comment cards
• What could be better…..
Waiting times
are too long
Not being
kept
informed is
unfair
Staff chatted
too much
between
themselves
Waited
over an
hour with
no
information
More
information
needed
Why is the
admin process
so long
winded ?
To much
time to
think &
worry
The receptionist
was unhelpful –
almost rude!
Long waits
I wonder why
the
receptionist
was cold
towards me ?

10. Comment cards
• What's important to you?…..
I just want to be
with my wife
while she is
recovering
I hope
I'm not a
burden
I want to be
in safe,
caring &
professional
hands
I want to be
in & out as
soon as
possible
I just want to
feel like I'm in
good hands &
reassured
I need to be
on time today
as I have
carers time to
think about
I hope my Nan is
seen when
expected &
treated with
respect
I hope my wife
doesn’t think
something has
gone
dreadfully
wrong
I hope they
take time to
explain
everything so I
understand
I just want you to
keep to time with
appointments as I
have been NBM for
48hrs

11. Patient Experience Diary
Female aged 21 – Flexi Sig
“ It was so uncomfortable going in and I was experiencing a lot of pain, I didn’t
feel like I could breathe, even though I was using the gas and air. The Doctor
turned me onto my back to try to make it more comfortable. After another five
minutes or so the doctor said to me , “as we discussed earlier, I do need to go
further into your bowel, do you agree to this, otherwise you may need to come
back and have the procedure again?”
I agreed as I couldn’t think of anything worse than to go through this again.
The male nurse was very supportive, he kept telling me I was doing really well,
he held my hand and when the pain was really bad he wiped away my tears
when they rolled down my face.
The doctor then said she was going to stop and give me sedation and pain
relief.
When the sedation kicked in it felt like heaven, the procedure wasn’t half as
painful and it was over before I knew it. The doctor talked me through
everything she was doing which was a real comfort during the whole thing.”

12. Patient Diary
I then went into the recovery room; I was given a cup of tea and a biscuit
which was lovely. I asked if my mom could come in as I felt lonely and cold but
they said no. I don’t understand why no one is allowed to sit with you.
I then sat on a chair and a different nurse came to see me and handed me a
lot of leaflets and a letter for my GP. She told me that I had Crohn`s disease
and they had taken 15 biopsies. I found she didn’t explain things very well and
I was still a bit dazed so didn’t take it all in. I felt my mum should have been
there to listen to what she said.
A few hours later when I was writing this I still couldn’t remember what she
said , I have a report that says what they found and that I need to be seen in
outpatients clinic in 2 weeks but I don’t know how I make the appointment.
I hope my mum does.

13. Patient experience
• So many elements go into making a good
patient experience
• If we don’t ask we don’t know & we wont
improve
• Patients have lives & issues going on out side
the department that we don’t know about but
may influence their behaviour
• Staff do too !!

14. 6C`s – values essential to
compassionate care
• Care - Care is our core business ,Caring defines us and
our work. People receiving care expect it to be right for them
consistently throughout every stage of their life.
• Communication - Communication is central to
successful caring relationships and to effective team working.
Listening is as important as what we say. It is essential for ‘No
decision about me ,without me’.
Communication is the key to a good workplace with benefits
for those in our care and staff alike.

15. • Courage -Courage enables us to do the right thing
for the people we care for, to speak up when we have
concerns.
• It means we have the personal strength and vision to
innovate and to embrace new ways of working.
• Competence -Competence means all those in
caring roles must have the ability to understand an
individual’s health and social needs.
• It is also about having the expertise, clinical and
technical knowledge to deliver effective care and
treatments based on research and evidence.

16. • Commitment - A commitment to our patients and
populations is a cornerstone of what we do. We need to
build on our commitment to improve the care and
experience of our patients.
• Compassion -Compassion is how care is given
through relationships based on empathy, respect and
dignity.
• It can also be described as intelligent kindness and is
central to how people perceive their care.

17. Defining Compassionate
Care
• The way in which we relate to other human
beings when they are vulnerable. It has to be
nurtured and supported. It involves noticing
another persons vulnerability, experiencing an
emotional reaction to this and acting in someway
with the person in a way that is meaningful for
people. It is defined by the people who give and
receive it, and therefore interpersonal processes
that capture what it means to people are an
important element of its promotion

18. What could we do
differently ?
• The ability to step into someone else's shoes