BOARD SUMMARY SHEET. FINANCIAL IMPACT: A significant investment has been made in the implementation of PET across the Trust.
|
|
- Nora Doyle
- 7 years ago
- Views:
Transcription
1 Title Submitted by Prepared by BOARD SUMMARY SHEET Improving the Patient Experience Sue Hardy Janet Lewitt Date of meeting 30 th September 2009 Corporate Objectives Addressed 5 - Providing care in a clean and safe environment. 6 - Improve performance and capability of staff. 8 - To develop and embed a comprehensive method of obtaining feedback to improve patient experience Support services will improve productivity and access to investigation/services in order to facilitate improved clinical outcomes and other corporate objectives. SUMMARY OF CRITICAL POINTS This paper provides an update to the Board on the work that is ongoing within the Trust to improve our patients experiences. Feedback derived from the use of the Patient Experience Tracker will be provided together with developments emanating from the work of the Patient Survey Leads Group. The development of nursing quality indicators. Utilising feedback from the NHS Choices website Patient Experience Month PATIENT IMPACT: Of necessity this must be high as the Trust s reputation is at stake. STAFF IMPACT: This will be high as staff work towards achieving the actions and goals developed. A change in culture and working practices will be required to achieve some of the actions. FINANCIAL IMPACT: A significant investment has been made in the implementation of PET across the Trust. EQUALITY AND DIVERSITY IMPACT: Improvements wrought as a result of the action plans developed will enhance and support the delivery of the Trust s Equality and Diversity Agenda. LEGAL IMPLICATIONS: Failure on behalf of the Trust to improve could lead to an increase in the level of complaints and litigation. RISK ASSESSMENT: Low performance rating for patient experience from external assessment will mean that, if practices do not change, it is likely that the next In Patient Survey, results will be equally poor, or even worse. Risk Rating 4 x 5 = 20. RECOMMENDATION: The Board is asked to discuss the contents of this report and support ongoing work within the Trust to develop and implement the required actions and cultural changes. Page 1 of 10
2 Introduction The Board will be aware of the Trust s disappointing results from the 2008 Inpatients Survey. As a result of the survey s findings, the Trust has been classified as performance under review under the National Performance Monitoring Framework. It has been acknowledged by the Hospital Management Group (HMG) that significant improvements are required to improve the patient experience that we provide. Activity in this respect is ongoing in a number of major projects: The Patient Experience Tracker (PET) Patient Survey Leads Group Patient Experience Month Development of nursing quality indicators Utilising feedback from NHS Choices website The Patient Experience Tracker (PET) The Board will be aware that we are using Dr Foster s PET, which is a handheld feedback unit that allows patients to answer 5 questions about their experience as a patient in NGH. The data is fed back to Dr Foster electronically and then analysed. Feedback is supplied to the individual Directorates weekly. We commenced with 5 units in March 2009 but now have 30 units in use across the Trust. This allows each ward and A&E to have a dedicated PET and allows for an additional 3 units to be rotated between out patient areas, pharmacy and radiology. Response to the PET project has been very positive from staff and patients alike. A number of question sets have been in use across the Trust since PETs were introduced. 2 final sets of questions have been established (Appendix 1) which have clear linkage to areas of the patient experience that were identified as particularly poor in the 2008 inpatients survey as well as direct correlation with the CQC domains. These questions were put into use across the Trust on 7 th September Some concerns remain regarding the reliability of the data feedback from Dr Foster but this has improved in recent weeks and discussions with Dr Foster are ongoing to rectify the discrepancies. An analysis of the responses received to date and measured against domains and the patient survey is provided below: Domain PET Feedback Inpatient Survey Score Access and waiting Safe, high quality, coordinated care Better information, more choice Building relationships Clean, comfortable, friendly place to be Focus on the person Learning organisation Dignity and respect It is disappointing to note that our performance in 3 areas is now perceived to be below the standard recorded in the 2008 survey. However, this measure is recorded solely against the 10 PET questions whereas the 2008 survey contained 76 questions throughout the 8 domains. We must continue to strive for improvement in these areas. Page 2 of 10
3 Future actions include: Reviewing all internal patient satisfaction audits and linking these to the CQC domains, thus ensuring a comprehensive review of patient feedback is obtained. Accessing the criteria from the CQC which is used to designate whether a point is awarded, according to the national benchmark. Further analysis of the PET results is supplied in Appendix 2. Patient Survey Action Plan As previously reported, the questions that formed the 2008 Inpatient survey were themed into 5 broad areas: Activity Quality of Care Environment and Cleanliness Privacy and Dignity Communication A team leader and deputy were appointed for each area and they were tasked with leading the development and implementation of action plans to address the shortcomings identified by the respondents to the 2008 survey. A further sub group to address dissatisfaction with discharge arrangements, additionally supported through the PET responses, (see Appendix 2) has been formed and will be reporting back through the Patient Survey Leads Group. The team leaders meet monthly and update the corporate Action Plan which is then reviewed on a monthly basis along with the PET results. Examples of findings and responses/actions reported by the team leaders are as follows: Activity Perceptions of waiting times in A&E are often skewed, i.e. a patient complained of waiting for more than 5 hours whilst booking in records showed that the wait was in fact only 1½ hours. There will be posters in the area advising patients of the <4 hour wait target and that patients will be seen in order of clinical priority. Extra clocks have already been put in place. Quality of Care Competencies for Band 5 nurses do not include customer care. This is being addressed by the Practice Development team. Environment and Cleanliness Patients identified the lack of safe storage for their personal belongings as being an issue. The team have identified arrangements for long stay patients of being of particular concern and are investigating the provision of safes. Another major concern relates to the food served to patients the team have identified the need to serve food promptly and ensure that patients are aware of the choices available. Privacy and Dignity Laminated signs reminding staff of the patients rights to privacy and dignity during treatment and/or consultations have been provided to all wards. There has been a lot of interest in this initiative and some out patient areas and A&E will also utilise them. Good practice within this area is being reinforced to all staff and analysis of PET results demonstrate significant improvements in the areas covered within this theme. Communication Trauma and Orthopaedics are trialling a scheme whereby patients and/or carers are invited to make appointments to meet with the Matron to discuss any issues or concerns. The groups are moving forward with the implementation of the recommended activities and audits are being put into place to monitor the effectiveness of individual actions. Page 3 of 10
4 Patient Experience Month During September 2009 Directorates will be focussing on Patient Experience Month. This initiative incorporates a presentation to enable staff to identify and deliver the highest standards of care and communication, thus enhancing the patient experience. The presentation draws on patient feedback and the aim is to equip members of staff at all levels within the organisation with the skill set needed to deliver a good patient experience. The presentation will be delivered by a combination of CDs, DMs, Head Nurses/Matrons and members of the Executive team using a range of venues local to individual Directorates. Each Directorate has been responsible for drawing up its own schedule of presentation delivery. As an example, Child Health decided that they will focus on one week named Positive Patient Experience Week. The DM, CD and Head Nurse will be hosting a week with daily seminars incorporating the patient experience presentation together with data that supplies feedback on the patient experience, e.g. letters of complaint, audits and questionnaires. NHS Choices Website We have identified the fact that valuable information concerning the patient experience contained on NHS Choices is often overlooked. A process is being developed whereby the site will be checked on a weekly basis and any comments downloaded. Currently 71% of the 35 patients who have rated the Trust on NHS Choices would recommend our hospital to a friend. Much of the data cannot be allocated to any particular ward or area however the feedback is, in general, useful and is broadly in line with the feedback received from PET and the patient survey. Nursing Quality Indicators We are in the process of developing a Head Nurses Dashboard to look at 7 quality indicators and measure compliance and performance against them. The quality areas are: Documentation Falls Assessment Nutritional Assessment Pain Management Pressure Prevention Assessment Medication Assessment Patient Observations Certain specialist areas have had questions revised to reflect the nature of the specialty, e.g. Paediatrics, ITU/HDU, Theatres and Maternity. Performance will be assessed on a monthly basis at challenge meetings to be held with the Deputy Directors of Nursing to ensure accountability and ownership, thus improving clinical care and enhancing the patient experience. Recommendations It is essential that the Trust acts on the feedback received to improve the patient experience. The necessary levels of improvement will, in some areas, require changes in cultural and behavioural attitudes, however, without such change we will not see the level of improvement that we wish. The Board is asked to discuss the contents of this report and support the proposals to develop and implement the required actions and cultural changes. Sue Hardy Director of Nursing, Midwifery and Patient Services Page 4 of 10
5 PET Questions Appendix 1 The questions detailed on this page are those questions currently in use across the Trust (effective from 7 th September 2009) Question Ans 1 Ans 2 Ans 3 Ans 4 From the time you arrived at the hospital, did you feel that you had to wait a long time to get a bed on a ward? Sometimes, a member of staff will say one thing and another will say something quite different. Did this happen to you? Were you involved as much as you wanted to be in decisions made about your care and treatment? When you had important questions to ask a member of staff, did you get answers that you could understand? Would you be willing to be treated in this hospital again? To some extent Often Sometimes To some extent Always Sometimes Did not ask any questions Question Ans 1 Ans 2 Ans 3 Ans 4 In your opinion, how clean was t very t at all the hospital room or ward that Very clean Fairly clean clean clean you were in? Were the attitude and friendliness of the staff of a high standard during your stay? Overall, did you feel you were treated with respect and dignity while you were in the hospital? Did you ever have to use the same bathroom or shower area as patients of the opposite sex? Would you recommend this hospital to family and friends? Always Most of the time Sometimes Always Sometimes Never Page 5 of 10
6 PET Results 13 th May 19 th September 2009 Appendix 2 Are you satisfied with the care you have received on Ward/Unit 5% 95% Did the staff answer your questions in a way you could understand? 2% 10% 20% 68% Always Sometimes Seldom Most of the Time Would you be willing to be treated in this hospital again? 5% 95% I feel the cleanliness of the Ward is.. 5% Excellent Satisfactory 95% Page 6 of 10
7 Were you involved as much as you wanted to be in decisions about your care and treatment? 26% 7% To Some Extent 67% When you had important questions to ask,did you get the answers you could understand? 3% 17% Always Sometimes Seldom 22% 58% Most of the Time If you needed assistance with eating did you receive the help you required? 6% 42% 52% Help Required Are staff friendly and approachable when you need help? 0% 100% Page 7 of 10
8 Do you feel you were kept informed of your/your child's care? 0% 100% Would you recommend this hospital to family and friends? 11% 89% Did you ever have to use the same bathroom or shower area as patients of the opposite sex? 19% 81% Do you feel you have been kept informed of the discharge arrangements throughout your stay in hospital? 30% 70% Page 8 of 10
9 Do you feel staff have actively tried to promote your privacy, dignity and protect your modesty? 3% 97% Page 9 of 10
10 Page 10 of 10
Concerns, Complaints and Compliments
Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,
More informationNHS Constitution Patient & Public Quarter 4 report 2011/12
NHS Constitution Patient & Public Quarter 4 report 2011/12 1 Executive Summary The NHS Constitution was first published on 21 st January 2009. One of the primary aims of the Constitution is to set out
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Royal Free Hospital Urgent Care Centre Royal Free Hospital,
More informationInvolving Patients in Service Improvement at Nottingham University Hospitals NHS Trust
Involving Patients in Service Improvement at Nottingham University Hospitals NHS Trust Report to the Joint City and County Health Scrutiny Committee 12 July 2011 Introduction This paper provides additional
More informationSaint Catherine s Hospice Quality Accounts 2012/13
Saint Catherine s Hospice Quality Accounts 2012/13 Your Community, Your Hospice, Our Care Part 1- Statement from the Chief Executive On behalf of our Board of Trustees and the Senior Management Team, I
More informationCare service inspection report
Care service inspection report Full inspection SSCN Social Care Housing Support Service Suite 3, Floor 2 ELS House 555 Gorgie Road Edinburgh Inspection completed on 03 May 2016 Service provided by: Support
More informationQUALITY ACCOUNT 2015-16
QUALITY ACCOUNT 2015-16 CONTENTS Part 1 Chief Executive s statement on quality... 3 Vision, purpose, values and strategic aims... 4 Part 2 Priorities for improvement and statement of assurance... 5 2.1
More information9.3. NHS Orkney Board Agenda Item 9.3. Date of Meeting 26 August 2010 OHB1011-24. Paper Number. Title Patient Feedback Annual Report 2009/2010
9.3 NHS Orkney Board Agenda Item 9.3 Date of Meeting 26 August 2010 Paper Number OHB1011-24 Title Patient Feedback Annual Report 2009/2010 Purpose of Report To present the Annual Report in respect of patient
More informationPatient and Public Involvement Strategy April 2012 March 2013
Patient and Public Involvement Strategy April 2012 March 2013 This document is available in different languages and formats. For more information contact 0115 9249924 ext 63562 Dokument ten dostępny jest
More informationBOARD OF DIRECTORS PAPER COVER SHEET. Meeting date: 29 November 2006 Agenda item: 7.4
BOARD OF DIRECTORS PAPER COVER SHEET Meeting date: 9 November 6 Agenda item: 7. Title: COMPLAINTS REPORT QUARTER 6/7 (1 July 6 3 September 6) Purpose: To update the board on the number and type of complaints
More informationSUMMARY REPORT 1.16.42 (7) TRUST BOARD 28 th April 2016
SUMMARY REPORT 1.16.42 (7) TRUST BOARD 28 th April 2016 Subject 2015 Staff Opinion Survey Action Plan Prepared by Approved by Presented by Purpose Ruth Bardell, deputy Director Human Resources and Organisational
More informationJob Description. The post holder is required to be registered with the Nursing and Midwifery Council.
Job Description JOB TITLE: Registered Nurse DIRECTORATE: Diagnostics and Clinical Support Interventional Radiology Theatres GRADE: Band 5 REPORTS TO: Sister/Charge Nurse ACCOUNTABLE TO: Matron JOB SUMMARY
More informationData Quality Rating BAF Ref Impact on BAF Risk Rating
Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton
More informationPatient information 2015
Clinical QUALITY Patient information 2015 Mission and values statement Above all else, we are committed to the care and improvement of human life. In recognition of this commitment we strive to deliver
More informationPatient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
London Region North Central & East Area Team Complete and return to: england.lon-ne-claims@nhs.net no later than 31 March 2015 Practice Name: The North London Health Centre Practice Code: F85642 Signed
More informationSouthport & Ormskirk Hospital providing safe, clean and friendly care NHS Trust
Southport & Ormskirk Hospital providing safe, clean and friendly care NHS Trust Complaints Report April 9 March Trustwide Formal Complaints 3 5 15 5 /9 9/ Cumulative /9 Cumulative 9/ 3 5 15 5 During 9-,
More informationThe Office of Public Services Reform The Drivers of Satisfaction with Public Services
The Office of Public Services Reform The Drivers of Satisfaction with Public Services Research Study Conducted for the Office of Public Services Reform April - May 2004 Contents Introduction 1 Executive
More informationEast & South East England Specialist Pharmacy Services Medicines Use and Safety Division Community Health Services Transcribing
East & outh East England pecialist Pharmacy ervices East of England, London, outh Central & outh East Coast Medicines Use and afety Division Community Health ervices Transcribing Guidance to support the
More informationAneurin Bevan Health Board
Aneurin Bevan Health Board Wednesday 24 th November 1 Agenda Item: 2.4 Aneurin Bevan Health Board All Wales Fundamentals of Care Audit: Summary of the Health Board s compliance with the Standards 1 Introduction
More informationNurse Consultant Impact: Great Ormond Street Hospital Workshop Report
Nurse Consultant Impact: Great Ormond Street Hospital Workshop Report Background Nurse Consultant (NC) posts were established in the United Kingdom in 2000 as part of the modernisation agenda for the NHS.
More informationReport to Trust Board 29.11.12. Executive summary
Report to Trust Board 29.11.12 Title Sponsoring Executive Director Author(s) Purpose Previously considered by Transforming our Booking and Scheduling Systems Steve Peak - Director of Transformation Steve
More informationCase Study: Chesterfield Royal Hospital NHS Foundation Trust The Importance of Good Governance
Case Study: Chesterfield Royal Hospital NHS Foundation Trust The Importance of Good Governance Summary In March 2008, Chesterfield Royal Hospital NHS Foundation Trust experienced increased numbers of new
More informationEXECUTIVE SUMMARY FRONT SHEET
EXECUTIVE SUMMARY FRONT SHEET Agenda Item: Meeting: Quality and Safety Forum Date: 09.07.2015 Title: Monthly Board Report- Publication of Nursing and Midwifery Staffing Levels June 2015 Exception Report
More informationAnnounced Follow-Up Inspection Dignity and Essential Care
Announced Follow-Up Inspection Dignity and Essential Care Cardiff and Vale University Health Board University Hospital of Wales Ward B7 Date of 29 th April 2014 1 HIW Follow-Up Inspection: Ward B7, University
More informationAims: To update the Trust Board on real time patient satisfaction feedback
TRUST BOARD Date of Meeting: Agenda Item No: 8.1 Enclosure: 7 14/02/2012 Intended Outcome: For noting For information For decision Title of Report: Real Time Patient Satisfaction Aims: To update the Trust
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Dr R C Gulati & Dr P Gulati 357-359 Dickenson Road, Longsight,
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Bury DCA United Response, City View Business Centre, 9 Long
More informationReport to: Trust Board Agenda item: 10. Date of Meeting: 9 March 2011. South West Acute Hospital Learning Disability (LD) review.
Report to: Trust Board Agenda item: 10. Date of Meeting: 9 March 2011 Title of Report: Status: Board Sponsor: Author: Appendices South West Acute Hospital Learning Disability (LD) review. For information
More informationCENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST
Report of: CENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST Paper prepared by: Date of paper: June 2012 Director of Patient Services/Chief Nurse Deputy Director of Nursing (Quality) Subject:
More informationWA Health s Patient Stories. Patient Stories. A toolkit for collecting and using patient stories for service improvement in WA Health.
Patient Stories A toolkit for collecting and using patient stories for service improvement in WA Health October 2008 1 Introduction What are Patient Stories? Service improvement and innovation activities
More informationQuality summary report: Stop Smoking Service
Quality summary report: Stop Smoking Service CLCH Quality Report Jan Dec 2011 Service exact name CLCH Stop Smoking Services (Barnet, Kensington & Chelsea, Westminster) Address line 1 Address line 2 Town/city
More informationA report on patient and public views on the role of lead nurses on hospital wards
www.patientclientcouncil.hscni.net The Ward Manager A report on patient and public views on the role of lead nurses on hospital wards September 2010 Your voice in health and social care This information
More informationQuality Governance Strategy 2011-2013
Quality Governance Strategy 2011-2013 - 1 - Index Content Page Number Key Messages and context of the Strategy 3 Introduction What is Quality governance? What do we want to achieve? Trust Objectives Key
More informationUniversity Hospital of North Tees Arrangements for Discharge from Hospital
University Hospital of North Tees Arrangements for Discharge from Hospital Toni McHale and Joanne Shaw-Dunn October 2014 Contents 1. Executive Summary 2. Aim of report 3. Methodology 4. Findings 5. Recommendations
More informationQuality Accounts 2013/14
Quality Accounts 2013/14 Section Content Page Statement on Quality A letter from our Chief Executive 4 Section 1 Priorities for Improvement in 2014/15 5 Section 2 Review of Quality Performance 2013/14
More informationCommunity Health Services
How CQC regulates: Community Health Services Appendices to the provider handbook March 2015 Contents Appendix A: Core service definitions and corresponding inspection approaches... 3 Community health services
More informationFelton Surgery. Complaints Policy and Procedure
Felton Surgery Complaints Policy and Procedure Policy Statement Felton Surgery is committed to providing a high quality, patient-focused service. Complaints and comments from patients are taken very seriously,
More informationSOMERSET PARTNERSHIP NHS FOUNDATION TRUST ANNUAL REVIEW OF SAFER STAFING. Report to the Trust Board 26 May 2015. Head of General Nursing.
SOMERSET PARTNERSHIP NHS FOUNDATION TRUST ANNUAL REVIEW OF SAFER STAFING Report to the Trust Board 26 May 2015 Sponsoring Director: Author: Director of Nursing and Patient Safety. Director of Nursing and
More informationAnnexe A. Senior Charge Nurse/Team Leader. Performance Objectives
Annexe A Senior Charge Nurse/Team Leader Performance Objectives 2008 1 Performance Objectives 1. Therapeutic Relationships Performance Objective: The Senior Charge Nurse/Team Leader will provide evidence
More informationBoard of Directors 22 nd May 2015
AGENDA ITEM: Item 14 Board of Directors 22 nd May 2015 PRESENTED BY: PREPARED BY: Jan Bloomfield, Executive Director of Workforce and Communications Denise Needle, Deputy Director of workforce (Development)
More informationUnannounced Inspection Report: Independent Healthcare
Unannounced Inspection Report: Independent Healthcare Ross Hall Hospital BMI Healthcare Limited Glasgow 7-8 May 2013 Healthcare Improvement Scotland is committed to equality. We have assessed the inspection
More informationGLOUCESTERSHIRE HOSPITALS NHS FOUNDATION TRUST
GLOUCESTERSHIRE HOSPITALS NHS FOUNDATION TRUST Appendix A PERFORMANCE MANAGEMENT FRAMEWORK Corporate Performance Document PATIENT EXPERIENCE CSF 1: Measure and exceed patient expectations, improving the
More informationTHE STATE OF HEALTH CARE AND ADULT SOCIAL CARE IN ENGLAND 2014/15
15 October 2015 THE STATE OF HEALTH CARE AND ADULT SOCIAL CARE IN ENGLAND 2014/15 This briefing summarises today s publication of the Care Quality Commission s annual State of Health and Adult Social Care
More informationNHSScotland Staff Survey 2014. National Report
NHSScotland Staff Survey 2014 National Report December 2014 Contents 1 Introduction... 4 2 Background... 4 2.1 Survey purpose... 4 2.2 Policy context... 4 3 Survey methodology... 6 4 Response rates...
More informationA fresh start for the regulation of independent healthcare. Working together to change how we regulate independent healthcare
A fresh start for the regulation of independent healthcare Working together to change how we regulate independent healthcare The Care Quality Commission is the independent regulator of health and adult
More informationWhat does the NHS Constitution mean for me? Can I get involved in decisions about my care?
What does the NHS Constitution mean for me? Can I get involved in decisions about my care? Why do we need an NHS Constitution? The NHS belongs to all of us The NHS is there for us from the moment we re
More informationReport to Trust Board 31 st January 2013. Executive summary
Report to Trust Board 31 st January 2013 Title Sponsoring Executive Director Author(s) Purpose Previously considered by Transforming our Booking and Scheduling Systems Steve Peak - Director of Transformation
More informationReview of compliance. Redcar and Cleveland PCT Redcar Primary Care Hospital. North East. Region: West Dyke Road Redcar TS10 4NW.
Review of compliance Redcar and Cleveland PCT Redcar Primary Care Hospital Region: Location address: Type of service: Regulated activities provided: Type of review: Date of site visit (where applicable):
More informationAnnex D: Standard Reporting Template
Annex D: Standard Reporting Template Practice Name: Stanley Court Surgery Practice Code: N84611 Lancashire Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Completed by: Lesley
More informationPatient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Practice Name: The Barkantine Practice Practice Code: F84747 London Region North Central & East Area Team Complete and return to: england.lon-ne-claims@nhs.net no later than 31 March 2015 Signed on behalf
More informationNursing & Midwifery Establishment Review Six Monthly Report. Em Wilkinson-Brice, Deputy Chief Executive / Chief Nurse
Agenda item: 9.3, Public Board meeting Date: Title: Nursing & Midwifery Establishment Review Six Monthly Report Prepared by: Presented by: Bernadette George, Head of Safety, Risk & Patient Experience,
More informationBRHS Transition Care Program Client Information
The information in this brochure has been adapted from the Transition of Care Program Information Booklet developed by Orbost Regional health Service. It is intended as a guide to one of the services provided
More informationStaff Survey Results and Action Plan Report for the AWP NHS Trust Board Meeting Date: Serial: 27 April 2012
App B Staff Survey Results and Action Plan Report for the AWP NHS Trust Board Meeting Date: Meeting Time: Agenda Item: Serial: 27 April 2012 10:00 10 12.0110 This Report is presented by the Executive Director
More informationRoyal Manchester Eye Hospital
Royal Manchester Eye Hospital Mini Quality Review September 2015 REVIEW TEAM LEAD Division Role Sue Ward Corporate Director of Nursing November 2013 1 Introduction and Summary Review Findings Introduction
More informationAbout the Trust. What you can expect: Single sex accommodation
About the Trust The Royal Berkshire NHS Foundation Trust is one of the largest general hospital trusts in the country. We provide acute medical and surgical services to Reading, Wokingham and West Berkshire
More informationOccupational Therapy Services
Occupational Therapy Services May 2014 For a copy of this leaflet in braille, large print, CD or tape call 01352 803444. The Purpose of this leaflet This leaflet has been given to you to provide some basic
More informationSTATE HOSPITAL QUALITY PROCEDURES MANUAL
APPROVED BY: PAGE: Page 1 of 8 1.0 Purpose To define a complaints procedure which is as transparent, fair and impartial as possible to all users and providers of the services undertaken by the State Hospital.
More informationAnnual Report on Complaints, PALS, incidents, claims
Annual Report on Complaints, PALS, incidents, claims Trust Board Meeting - Part 1 Item: 9.4 July 31 st 2013 Enclosure: M Purpose of the Report: To provide the Board with assurance around the processes
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Bolton Community Practice CIC Navigation Park, Waters Meeting
More informationTHE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST COUNCIL OF GOVERNORS REAL-TIME PATIENT FEEDBACK
THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST COUNCIL OF GOVERNORS Agenda item 4(vi) Paper D REAL-TIME PATIENT FEEDBACK Report Purpose: Decision / Approval Discussion Information Brief description
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Kumari Care Limited 5 Palace Yard Mews, Queen Square, Bath,
More informationINFORMATION MANAGEMENT AND TECHNOLOGY (IM&T) STRATEGY
INFORMATION MANAGEMENT AND TECHNOLOGY (IM&T) STRATEGY 1 INTRODUCTION 1.1 This Somerset Information Management and Technology (IM&T) Strategy outlines the strategic vision and direction for the development
More informationCommunications Strategy 2015-16
Communications Strategy 2015-16 Communication leads to community, that is, to understanding, intimacy and mutual valuing [Rollo May, 1909-1994, American Psychologist] Introduction The WWM CRC is a provider
More informationSt George s Healthcare NHS Trust: the next decade. Quality Improvement Strategy 2012 2017
the next decade Quality Improvement Strategy 2012 2017 November 2012 Contents Contents Introduction Quality Matters 3 Internal drivers for change Our vision, mission and values 5 Our vision for St George
More informationConcerns and Complaints Policy and Procedure
Concerns and Complaints Policy and Procedure This policy and procedures may evoke safeguarding adults concerns and as such please refer to the Safeguarding Adults Policy or contact the Trust Safeguarding
More informationClinical Governance. Information Brochure for RN
At NHS Professionals we take our responsibility for Clinical Governance seriously and have a thriving and active Clinical Governance Department. The Clinical Governance team supports all our clients, both
More informationChoosing a Care Home working with you
Social Work Services Choosing a Care Home working with you Published: March 2013 2 Moving into a Care Home The Social Work Service recognises that the decision to move into a care home is an important
More informationCLOCK HOUSE HEALTHCARE STATEMENT OF PURPOSE
CLOCK HOUSE HEALTHCARE STATEMENT OF PURPOSE 1 1 Introduction 1.1 The Aims of Clock House Healthcare Limited Clock House Healthcare is registered with the Care Quality Commission, provider ID 1-362851782,
More informationSample Satisfaction Surveys
Continuous Quality Improvement Tool Kit Sample Satisfaction Surveys Page 15 Emergency Services Satisfaction Survey [Organization] strives to treat all clients with dignity, respect and fairness. We also
More informationSummary of findings. The five questions we ask about hospitals and what we found. We always ask the following five questions of services.
Barts Health NHS Trust Mile End Hospital Quality report Bancroft Road London E1 4DG Telephone: 020 8880 6493 www.bartshealth.nhs.uk Date of inspection visit: 7 November 2013 Date of publication: January
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Harrow Health Limited 37 Love Lane, Pinner, Harrow, HA5 3EE
More informationLondon Region North Central & East Area Team Complete and return to: england.lon-ne-claims@nhs.net no later than 31 March 2016
London Region North Central & East Area Team Complete and return to: england.lon-ne-claims@nhs.net no later than 31 March 2016 Practice Name: THE MISSION PRACTICE Practice Code: F84015 Signed on behalf
More information5/30/2012 PERFORMANCE MANAGEMENT GOING AGILE. Nicolle Strauss Director, People Services
PERFORMANCE MANAGEMENT GOING AGILE Nicolle Strauss Director, People Services 1 OVERVIEW In the increasing shift to a mobile and global workforce the need for performance management and more broadly talent
More informationComplaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
More informationJOB DESCRIPTION. Executive Director of Nursing, Quality and Governance
JOB DESCRIPTION JOB TITLE: RESPONSIBLE TO: BAND: LOCATION: HOURS OF WORK: DISCLOSURE REQUIRED: Deputy Director of Nursing Executive Director of Nursing, Quality and Governance 8d To be agreed with postholder
More informationNational Standards for Disability Services. DSS 1504.02.15 Version 0.1. December 2013
National Standards for Disability Services DSS 1504.02.15 Version 0.1. December 2013 National Standards for Disability Services Copyright statement All material is provided under a Creative Commons Attribution-NonCommercial-
More informationMental Health Acute Inpatient Service Users Survey Questionnaire
Mental Health Acute Inpatient Service Users Survey Questionnaire What is the survey about? This survey is about your recent stay in hospital for your mental health. Who should complete the questionnaire?
More informationOccupational pension scheme governance
GfK. Growth from Knowledge Occupational pension scheme governance A report on the 2014 (eighth) scheme governance survey Prepared for: The Pensions Regulator By: GfK Financial, May 2014 1 P a g e Contents
More informationBoard Executive and Divisional High Level Structure. 16-Dec-15 Version 3.4 1
Board Executive and Divisional High Level Structure 16-Dec-15 Version 3.4 1 Non-Exec Vice Chairman Chair of FIBDC Chief Exec Director of Finance Non-Exec Chair of Q&P Medical Director Non-Exec Chair of
More informationA step-by-step guide to making a complaint about health and social care
A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a
More informationAddressing Quietness on Units Best Practice Implementation Guide. A quiet environment is a healing environment
Addressing Quietness on Units Best Practice Implementation Guide A quiet environment is a healing environment Introduction Hospitals can be noisy Hospitals are extremely busy places and patients need assistance
More informationJOB DESCRIPTION: DIRECTORATE MANAGER LEVEL 3. Job Description
JOB DESCRIPTION: DIRECTORATE MANAGER LEVEL 3 Job Description Job Title: Directorate Manager Level 3 Band: Post Type: Location: Managerially Accountable to: Professionally Accountable to: 8C Permanent UHNS
More informationComplaints Annual Report 2013/14
Complaints Annual Report 2013/14 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2013 to 31 March 2014. Hampshire Hospitals
More informationCare service inspection report
Care service inspection report Full inspection Richmondhill House Care Home Service 18 Richmondhill Place Aberdeen Inspection completed on 25 May 2016 Service provided by: Aberdeen Association of Social
More informationYou Said, We Did! Quarter 2 (2013/14)
You Said, Quarter 2 (2013/14) Contents 1. Improvements from Complaints 3-4 2. Improvements from Customer Insight 5 3. Improvements from Tenant Inspector Audits 6-7 Page 2 Improvements from Complaints Here
More informationCare service inspection report
Care service inspection report Full inspection Inspire Huntly Housing Support Service 18 Milton Wynd Huntly Inspection completed on 11 May 2016 Service provided by: Inspire (Partnership Through Life) Ltd
More informationWe are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inglewood Nursing Home Deal Road, Redcar, TS10 2RG Date of Inspection:
More informationComplaints Annual Report
Complaints Annual Report 1 st April 31 st March 2011 Date: May 2011 Prepared by: Martin Emery, Head of Patient Experience Sue Hardy, Director of Nursing 1 1. Introduction This report provides information
More informationPatient Complaints Annual Report 2012 2013
Patient Complaints Annual Report 2012 2013 Executive Summary This report provides a summary of patient complaints received in 2012/13. It includes details of numbers of complaints received during the year,
More informationMENTAL HEALTH AND LEARNING DISABILITY ANNOUNCED INSPECTION. Downe Acute Inpatient Unit. South Eastern Health and Social Care Trust
MENTAL HEALTH AND LEARNING DISABILITY ANNOUNCED INSPECTION Downe Acute Inpatient Unit South Eastern Health and Social Care Trust 9 and 10 May 2012 1 Table of Contents 1.0 Introduction... 3 2.0 Ward Profile...
More informationPERFORMANCE APPRAISAL AND DEVELOPMENT AND KSF ANNUAL REVIEW
SECTION: HUMAN RESOURCES POLICY AND PROCEDURE No: 10.16 NATURE AND SCOPE: SUBJECT: POLICY AND PROCEDURE TRUST WIDE PERFORMANCE APPRAISAL AND DEVELOPMENT AND KSF ANNUAL REVIEW This policy explains the Performance
More informationBoard of Directors Meeting
November 2014 Monthly Report of Nursing and Midwifery Staffing Levels October 2014 Status: A Paper for Information History: Eileen Sills CBE Chief Nurse and Director of Patient Experience October 2014
More informationAnaesthetics, Pain Relief & Critical Care Services Follow-Up Study REGIONAL REPORT. Performance Review Unit
Anaesthetics, Pain Relief & Critical Care Services Follow-Up Study REGIONAL REPORT Performance Review Unit CONTENTS page I INTRODUCTION... 2 II PRE-OPERATIVEASSESSMENT... 4 III ANAESTHETIC STAFFING AND
More informationComplaints Annual Report 2014-15. Author: Sarah Housham, Senior Complaints and PALS Officer
Complaints Annual Report 2014-15 Author: Sarah Housham, Senior Complaints and PALS Officer 1 Rnoh Complaints Annual Report 2014 / 2015 Complaints Handling & the Principles of Remedy Introduction Complaints
More informationNorth Thames Paediatric Haematology and Oncology Parent and Patient Satisfaction Survey 2013: Network wide report thematic analysis
North Thames Paediatric Haematology and Oncology Parent and Patient Satisfaction Survey 2013: Network wide report thematic analysis Conducted by: Author: Patient Experience Subgroup of the North Thames
More informationRisk Management Strategy and Policy. The policy provides the framework for the management and control of risk within the GOC
Annex 1 TITLE VERSION Version 2 Risk Management Strategy and Policy SUMMARY The policy provides the framework for the management and control of risk within the GOC DATE CREATED January 2013 REVIEW DATE
More informationKilfillan House Care Home
Bupa Care Homes (BNH) Limited Kilfillan House Care Home Inspection report Graemesdyke Road Berkhamsted Hertfordshire HP4 3LZ Date of inspection visit: 06 April 2016 Date of publication: 20 May 2016 Ratings
More informationBirmingham South Central Governing Body Cover Sheet
3 rd July 2013 Enc No. 16 Birmingham South Central Governing Body Cover Sheet Date: 3 July 2013 Report title Presented by Prepared by Business Resilience Capability Scale David Morris David Morris For
More informationLincoln Minster School
Lincoln Minster School Inspection report for Boarding School Unique reference number SC002699 Inspection date 31/03/2011 Inspector Michael McCleave Type of inspection Key Setting address Lincoln Minster
More informationPaediatric Outpatient Survey 2011
Paediatric Outpatient Survey 2011 States of Jersey Health & Social Services August 2011 Final Report www.pickereurope.org https://www.picker-results.org Copyright 2011 Picker Institute Europe. All rights
More information