Update March Over 350 Mystery Shopper Returns. Mystery Shopper Network Meeting

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1 Update March 2013 Over 350 Mystery Shopper Returns A huge thank you to all Mystery Shoppers for your continued support by giving us your feedback. We recently received our 380 th questionnaire and we re on track to achieve over 400 by the end of March Your feedback is extremely valuable and informing good practice, change and improvements within the NHS in Stoke on Trent and North Staffordshire. Please continue to complete and return your questionnaires. Mystery Shopper Network Meeting Our first Mystery Shopper Network meeting held in October was a great success. Your comments on the event included: Good to know our feedback is making a difference. Workshop was successful, informative and interesting. Wednesday 20 th March am 2.00pm Hope Suite Hope Community Church Upper Huntbach Street, Hanley Stoke on Trent, ST1 2BX Refreshments available from 10.45am Buffet lunch provided Good to know our work is appreciated. A very interesting, well organised and informative event. You are invited to join us for our second meeting. The agenda will include: An opportunity to talk to Stephen Robbins, Outpatients Directorate Manager, University Hospitals of North Staffordshire NHS Trust Developing our Staff Mystery Shopper Audit An opportunity to help us develop the questionnaires. Update on the project Networking with other Mystery Shoppers. Please confirm if you are available to attend by Monday 18 th March: Amanda Boyd, Mystery Shopper Programme Manager Telephone: mysteryshopper@northstaffs.nhs.uk

2 National Mystery Shopper Conference South Essex Partnership University NHS Foundation Trust (SEPT) held the first national Mystery Shopper Conference in London on 12 February The conference included speakers from Virgin Atlantic and the NHS Commissioning Board together with SEPT service users and Mystery Shoppers. Amanda Boyd, Programme Manager for the Stoke and North Staffordshire NHS Mystery Shopper Programme facilitated a workshop in the afternoon on our local approach to Mystery Shopping. Amanda was accompanied by two Mystery Shoppers who talked about their experience of the scheme. The similarities and differences of the SEPT scheme will be available at the March Mystery Shopper Network together with group work to further develop new ideas further. New Freepost Address Amanda Boyd has moved to the new Corporate Headquarters at North Staffordshire Combined Healthcare NHS Trust. Please find enclosed a supply of new freepost labels. Please replace the labels on your existing envelopes with those enclosed. Any returns you have recently sent to the Bucknall freepost address should arrive via redirected post. If you return your questionnaires by , no changes are required. FREEPOST-RTCC-YLAA-KURH Private and Confidential Amanda Boyd Stoke and North Staffordshire Mystery Shopper Programme North Staffordshire Combined Healthcare NHS Trust Headquarters Bellringer Road Trentham Lakes South Stoke on Trent ST4 8HH If you have queries in relation to this or require additional freepost envelopes, please contact Amanda. Mystery Shoppers Join Steering Group The Mystery Shopper Steering Group meet every other month to manage and oversee the introduction and implementation of the Mystery Shopper Programme. We now have two Mystery Shoppers attending the meetings who are actively involved in representing your views and development of the programme from a public perspective.

3 Examples of what you said we did well Meet and greet was first class went straight in and was treated with great care and understanding. The Haywood Hospital is always first class both clinical staff and others treat you so well. Everyone polite and helpful. Prompt attention. Answered my questions in detail. Despite my obvious concerns regarding my problem, I was made to feel comfortable and as relaxed as possible by the consultant. He was able to advise me I had the problem, whilst difficult was not dangerous. We truly value the work of the consultant. He has made such a difference to my sons life. He listens hard and calmy and methodically works through the information to best help. CPA meeting conducted well. The environment is good. The doctor was very helpful and compassionate. We really didn t mind the very long wait. We appreciated the fact that despite it being past 5pm the nursing staff were happy to take blood (when really I think they should have been home) As normal the Podiatrist was running on time and was pleasant in her manner towards patients. Smooth running of the appointments helped by her ability to brighten up your visit. Mystery Shopper Feedback All your feedback is taken seriously and is making a difference. Examples as a consequence of your comments include: Bus timetables now available in the Outpatient Atrium. Mystery Shopper feedback contributing to staff customer care and induction training including examples of comments made. Spot checks on staff wearing name badges. Improvements to staff attitude being addressed. Conformity of reception lighting to current legislation completed at Harplands. Providing evidence of patient feedback for doctor appraisal. Contributing to ongoing work and discussions to improve staff parking at the University Hospital of North Staffordshire NHS Trust. Ongoing discussions with individual staff and teams on what was good about your experience and where we can improve. Supported the need for the appointment of Quality Nurses in A&E with a remit to monitor standards of care and provide remedial action and training, as required. Spot checks on staff compliance with hand hygiene policy (UHNS and NSCHT).

4 Examples of what you said we could improve Both the receptionist and phlebotomist referred to me as "sug." The conversation between the two technicians was distracting and the woman taking my blood did not give the impression that she was fully concentrating on me. By being seen punctually, apologising/ explaining the delay. Knowing who was treating me. Change the attitude of the nurses. Give them some more people skills training. We had to persuade my granddaughter to go to the walk in centre and then she was dismissed as not important what a thing for a child to go through. Sadly, the only aspect of my visit which seemed a little unprofessional was when I could hear the staff/ receptionists speaking rather loudly of their objections and feeling to something which must have happened that morning. It was quite obvious they were not happy. Having said that the rest of the time I spent there was just the opposite and very professional. We waited at reception for 10 minutes. They were talking amongst themselves. She looked at the PC and told me to take a seat, no eye contact. Parking again a big problem a queue at 10am to find a parking spot. It took over 15 minutes to wait for someone to leave and some distance away - even though a disabled badge. More friendly welcome from reception. Or at least a hello. Mystery Shopper Informs Doctors Appraisals Revalidation came into effect on 3rd December This is the process by which the General Medical Council will confirm the continuation of a doctor's licence to practise in the UK. Its purpose is to assure patients and the public, employers and other healthcare professionals that licensed doctors are up to date and fit to practise. Having feedback from patients is an important part of this process. Hannah Gibson, Healthcare Governance Manager/ Quality & Patient Experience Lead at the University Hospital of North Staffordshire NHS Trust said, Mystery Shopper together with other types of patient feedback is one of six types of supporting information that doctors will need to provide and discuss at their appraisal. Mystery Shoppers are urged when giving feedback on their clinical experience to provide the actual name of the doctor they saw to ensure that feedback can be used in the process. Infection Prevention and Control Mystery Shoppers We have provided additional infection prevention and control training to a small number of our existing Mystery Shoppers with a focus on hand hygiene. These individuals are providing feedback on their observations of steps taken by North Staffordshire Combined Healthcare and the University Hospital of North Staffordshire to minimise the risk of infection.

5 Maternity Services Pilot The Maternity Services pilot commences this month. We are recruiting expectant mothers to join the Mystery Shopper Programme to give feedback on their healthcare experiences during pregnancy and beyond. It is anticipated this will attract shoppers with young families. Mystery Shopping 3 Golden Rules 1. Always complete all sections at the top of the questionnaire. Without this information we can t give feedback to the relevant member of staff, team and/or organisation. 2. If you know the full name of the member of staff you were seen by please provide their name. This enables us to provide feedback direct to the individual. 3. Complete your questionnaire as soon after your experience as possible. To ensure your recollection and feedback is accurate, timely and objective. And Finally Over 100 Mystery Shoppers have now been trained and are actively giving feedback on their healthcare experiences. A big THANK YOU to all of you for taking part.