CUSTOMER SERVICES

Each main area of the DHSS has established a staff group dedicated to improving those aspects of customer service which matter to you. Ramsey and District Cottage Hospital has the Quality and Audit Steering Group, which is a local multi-disciplinary group involving all grades of staff and all departments.

QUALITY AND AUDIT STEERING GROUP

The Quality and Audit Steering Group for Ramsey and District Cottage Hospital (RDCH), will liaise with other meetings/forums within the Isle of Man Health Services as appropriate.

PURPOSES:

(a) To facilitate quality improvement at RDCH in association with the Hospital Management Team and Heads of Department

(b) To monitor the Audit Programme for RDCH AIMS

(d) To support the Clinical Governance Team in:

• continuing to improve the standard of audit conducted

• encouraging the development of multi-professional audit

• encouraging completion of the audit cycle

• disseminating the results of auditobjectives

THE GROUP WILL:

• receive staff and public comments forms and suggest possible action where appropriate

• maintain RDCH Website in line with service changes and updates

• regularly publish achievements related to quality improvements in ‘In Touch’ and other appropriate forums

• act as a link between the public and RDCH through representation on the Focus on Customer Services (FOCS) Group

• encourage public involvement in continuing quality improvements within RDCH and it’s services

• act as a catalyst for ensuring that each ward/department undertakes regular audit

• assist in identifying audit topics and, when required, support when planning and/or undertaking audit projects

• receive and comment upon audit proposals and ensure they meet agreed standards

• assist in forwarding audit proposals to other appropriate forums, for example Noble’s Clinical Audit Committee, and the Research and Ethics Committee

• liaise with each ward/department to ensure that action necessitated for the results of audit is implemented, and that repeat audit is carried out to ascertain improvements in care and working practices

• regularly publicise the requirement, purpose and importance of audit projects, and distribute summaries of their results, in liaison with the Clinical Governance Team and Committee, and the Hospital Management Team

ROLE OF MEMBERS:

Each Member will play a part in achieving the above objectives.

The Chair or Deputy will liaise with the Clinical Governance Team and Committee, and the Hospital Management Team on a regular basis.

The Chair or Deputy will also be the conduit between this group and others within the Health Services, for example, Noble’s Clinical Audit Committee, and the Research and Ethics Committee.

With the support of the Administration Services, a database of all audit activity will be maintained for reference by this Steering Group and other staff as required Administration Services will offer support in the collation and analysis of audit data, and presentation of findings for audit reports.

MEMBERSHIP:

Representation on the Steering Group will be multi-professional, and members will be drawn from all wards and departments within RDCH. A lay representative also sits on the group New members are welcomed.

CHAIR, DEPUTY CHAIR, AND NOTE SECRETARY The group is currently chaired by a member of the Clinical Governance Team.

AGENDA AND NOTES OF MEETINGS The Agenda will be issued by the Chair 1 week prior to the meeting The Notes will be recorded and circulated by the Secretary within 2 weeks of the meeting.

FREQUENCY OF THE MEETINGS

Meetings will be held every 2 months (to be reviewed after 6 months). The date, time and venue for each meeting will be agreed one meeting in advance.

Comments

Your views on our service are important to us. They will enable us to ensure that we continue to improve our customer service and care. Whether you feel positively or negatively about Ramsey and District Cottage Hospital, we will welcome your comments.

You can help us in several ways, either by filling in a Comments Leaflet (available around the hospital), or at www.gov.im/DHSS, or by contacting us, either through the Hospital Management or the Quality Group.

Compliments - If you would like to compliment us on our service to you, please either fill in a Comments Leaflet (available around the hospital), or contact us, either through the Hospital Management or the Quality Group.

Complaints - There is a formal procedure for complaints, “A Patient’s Guide to the Complaints Procedure for Hospital and Community Health Services”, this leaflet is available from the hospital and community health care public areas, and on the DHSS Website at www.gov.im/DHSS.

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