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Includes, understanding the impact that a person's care treatment or condition will have on their wellbeing (both socially and emotionally).
Looking at what we have completed in the past (yesterday), what we are doing currently (today) and what we plan on doing in the future (tomorrow):
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- The patient surveys undertaken have always provided a rich source of patient feedback and highlighted the impact that a person's care, treatment, or condition will have on their wellbeing. Various bespoke surveys have been undertaken by the Patient Survey Team for several years, such survey projects focus on a particular area of care or group of patients (e.g., in the past projects have been undertaken in relation to End of Life care, Sepsis, bariatric patients, young patients, mental health etc). These surveys are carefully planned and tailored to ensure the patient voice is heard across different patient groups.
- Patient surveys have included a section in relation to discovery interviews over the past few years. Many patients who have completed a survey have provided consent and gone on to take part in a face-to-face interview. Discovery interviews provide great opportunities to deep dive into the patient's experience.
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- The patient surveys continue to provide a rich source of quantitative and qualitative patient feedback and highlight the impact that a person's care, treatment, or condition will have on their wellbeing. Various bespoke surveys are included on the Patient Survey Programme for this year, these projects will focus on a particular area of care or group of patients (e.g., Dementia, young patients, mental health, maternity care, and safeguarding). Such projects are carefully designed in collaboration with the service/clinical leads, external groups/organisations (e.g., the SUN network, the Young Mental Health Ambassador's Forum, the Mancroft Advice Project and various Healthwatch groups) with some questionnaires also co-produced by patients who are 'Experts by Experience' due to their lived experience of a condition or contact with the Trust.
- Patient surveys continue to include a consent section in relation to whether a patient/their representative would like to speak about their experiences further in the form of a discovery interview. Discovery interviews continue to provide a valuable opportunity to deep dive into the patient's experience, with the interviews often shown at Board or for training purposes. Specific discovery interviews have taken place recently in relation to patients with specific conditions, with further interviews planned to go forward.
- A new complaints policy was introduced in April 2021. This policy outlines those complainants should be managed as individuals, with unique needs and levels of complexity. This has changed the way in which complaints are managed with individualised timeframes for resolution and contact agreed with the complainant, recognising varying complexity and setting realistic expectations. Learning from complaints has become mandatory and is reported on weekly, monthly, and bimonthly to share this information with the Trust.
- Additional guidance has been created for local teams to set out this new framework with coaching and training delivered to the management teams with a focus on developing quality and learning outcomes.
- The Patient Experience staff members who handle the complaints and concerns have all undertaken “A Journey Through Complaints Using Empathy” training. This was to ensure that all complainants are treated as individuals and their desired outcomes and expectations are respected when handling their complaints and concerns.
- New Patient Experience Improvement Manager role has been created and recruited to work alongside the Safety Improvement Specialist to triangulate the data received from the different channels of patient experience and Incidents to action the lessons learnt.
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