Patient Experience and Quality Committee
Patient and Public Representatives have been working very closely alongside Healthcare Professionals in Noble’s Hospital at all levels from floor to board since 2004.
During that time Noble’s Hospital has seen a transformation from patient and public representation on working groups and committees, supporting health promotion events to partners in the strategic review and evaluation of health services and operational implementation of new and improved healthcare for the people of the Isle of Man.
Formally known as the Patient Safety and Quality Forum and consisting of public representatives and senior healthcare professionals. As the impact of patient/public representation increased and was able to demonstrate improvements in the quality of care for patients, the forum underwent a review in 2015 to increase its profile across Noble’s Hospital and the Department of Health and Social Care. One major change as part of the review was the change of its title to reflect the objectives of the Committee and it is now known as the Patient Experience and Quality Committee.
A public representative has chaired and led the Committee for several years now and it is the public representatives and patient experience feedback that drive service improvements and how the Committee prioritise the work they undertake. The work they do centres around engaging patients and the public in their healthcare and tailoring the projects they undertake around the needs of the patients.
An early project that they undertook was to conduct an inpatients satisfaction survey. The outcomes from that have helped formulate a wide range of initiatives that have seen significant improvements in patient engagement, safety and satisfaction. However by the time the report had been analysed and published the feedback was already out of date and was completed post discharge by only a small percentage of the patients who received it. We need to rely on continuous feedback from sufficient numbers of patients to be able to identify areas for improvement.
West Midland Quality Review Service
As part of the West Midlands Quality Review Service the Department of Health and Social Care Quality Improvement Programme commissioned a Public, Patient & Carer Involvement and Information Workstream. Each review required information on how they engage with public, patients and carers and to where and how do the public, patients and carer’s access information about services the Department offers.
The findings of those reviews provided us with a framework to build our patient engagement and involvement strategy around. Each division within the Department of Health and Social Care worked together and agreed an overarching Patient Engagement Strategy that highlighted nine key principles that the Department of Health and Social Care have agreed which will give the public a real chance to influence policy, service design and delivery.
They will foster a culture where the public are considered an asset, are respected and integral to the work of the Department of Health and Social Care, create opportunities for the public to be confident to participate with professionals to help make a difference, and will demonstrate how public contribution is making a difference. Some of the following activities regularly undertaken by public representatives to meet these principles are as follows:
Monthly patient experience indicators; Every month up to 150 patient surveys are conducted, talking to a minimum of ten patient in each ward across the hospital. All the surveys are carried out by our extremely dedicated public members of the Patient Experience and Quality Committee. They collect real time patient feedback about aspects of care and experiences of patients stay in hospital. The survey asks question about the cleanliness of the environment, do they observe good hand hygiene from staff, do they understand their medications, are they involved in conversations and decisions about their care, are they treated with respect and dignity, if they have any pain has it been managed well for them and have they been involved and understand plans for their discharge
The responses are then collated and created into a report in the form of a score card. There is an overall hospital report and individual ward reports. The Hospital compliance is 95% for all aspects of the survey. If any area falls below the expected targets, improvement plans are put into place and monitored. The overall hospital score is reported at monthly Senior Management Team meeting and shared with all groups of clinical staff. The reporting also creates monthly and year on year trending. The scorecards are published monthly.
- Bi weekly patient safety walks; Safety Walks take place every second Friday around the hospital. A public representative, a consultant clinician, a member of the hospital management team and a senior nurse visit a ward or department to assess all aspects of safety, such as safe storage of equipment, medications and valuables, medicines management and emergency equipment. They spend time talking and listening to patients and staff. They ask what is going really well and what is not going so well, and offer support where needed to help implement improvements where required. At the end of the safety walk staff are given direct feedback which is followed up by a written report which is shared with Senior Nursing and Medical Staff.Any actions required arereviewed at regular intervals
A Guide to your hospital stay; Feedback for the patient experience surveys and safety walks prompted the Patient Experience and Quality Committee to review information available to patients and visitors about the hospital and the facilities it offers. They have written and published an information booklet call A Guide to your Hospital Stay, which is available in all wards. It contains useful information such as visiting times, bus routes, parking information, telephone numbers. It provides a guide of items that might be needed by people when they are in hospital and details of hospital services
Visitors Charter; Again as a result of listening to patients, carers and the public the Patient Experience and Quality Committee have published a Visitors Charter outlining what patients, carers and the public have told us they want when visiting the hospital. It also outlines how visitors can support their family, friends and staff while visiting the hospital
Customer Service Training; The Patient Experience and Quality Committee are committed to promoting excellent customer services and support this by delivering annual Customer Service Standards training to all level and groups of staff throughout the hospital. They have always been extremely well attended by staff and take place in September
Consultant Interview Panel; A trained public representative sits on all Consultant interview panels
Sit and See; These are simple observations of care activity in the wards. Using an observation tool the observers look for the smaller things that make the biggest difference to patients, family and carers, such as staff introducing themselves and saying what their role is, good eye contact, smile, or appropriate touch, ensuing patients have their personal effects within reach, they always have access to drinks, modesty is maintained, good hand hygiene is observed. The observations can take between twenty minutes to an hour. Care is rated as positive, passive or poor.In the last report just under 2000 interactions between staff and patients were recorded of which over 94% were positive
Patient Stories; Patients or their family are encouraged to share their experience with us by attending the monthly Senior Management Team meetings where they can tell senior hospital staff what their stay in hospital was like for them. The stories range from very positive experience to experiences that have not been so good. These stories are a very powerful way for the Senior Management Team to hear directly from patients. Not all patient who would like to have their story heard feel able to attend the meeting personally therefore they can write their story and some patients have been supported to make a video which is shown at the meeting
Listening Service; Inspired by public representatives, plans and training are currently underway to introduce an independently led listening service. When operational it will run one evening a week (initially) in the early evening to give people an opportunity to talk to someone who is independent. It is not intended to be an advice service but the public representatives leading it will signpost people in the direction of the appropriate support they need.
All patient/public representatives are supported and given appropriate training and all require a DBS check. It is a voluntary services therefore the amount of time each gives varies according to their personal circumstances.
If anyone is interested in becoming a Patient/Public Representative or would like more information about what we do please contact;
+44 1624 650412