M Members event welcome b t l A Anne Eden Ed Chief - - PowerPoint PPT Presentation

M b ’ t l Members’ event welcome

A Ed Anne Eden Chief executive

Date here 20 May 2010

Latest news - integration

• Community Health Buckinghamshire joined Buckinghamshire

hospitals on 1 April 2010

• Previously was the provider arm of PCT
• National policy – transforming community services
• What does this mean?
• Unique opportunity to transform healthcare for people in Bucks
• More streamlined, simplified, joined-up care and improved experience
• Improved outcomes – early intervention and prevention

Develop and strengthen community services minimise stay in

• Develop and strengthen community services – minimise stay in

hospital

• Acute hospitals will become more specialised

N d k ff d i Next steps

• Need to get to know staff and services
• Over next year, work will progress on integration and creating

i ti new organisation

• Immediate focus will look at various long-term condition

pathways eg heart failure COPD end of life care pathways, eg heart failure, COPD, end of life care

• Community hospitals
• Key resource allowing good local access to services
• Key resource allowing good local access to services
• Great potential to develop outpatient, daycase, one-stop clinics
• Want to work with public and patients on how we can develop

Want to work with public and patients on how we can develop services

• Important that we enable safe and effective integration

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• Quality and patient safety is high on the agenda
• Patient promises and service standards continue to provide

p p focus

Service standards Taking our patient experience from good to great

Sandra Hatton Director of human resources and organisation development

Date here Members’ event 20 May 2010

What we plan to cover

• Why and how the service standards were developed
• What the service standards are
• Training our staff and embedding the standards

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• Evaluation
• Way forward

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• What this means for you as a patient
• We know we don’t always get things right

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• Q&A

Why the service standards were developed

Awarded South Central Health and Social Care Award 2009 ‘leadership for 2009 quality score improved to ‘good’ April 2009 Service standards introduced April 2010 Integration of Community Health

‘In your shoes workshops’

improvement’ category Bucks

Facilitated workshops Identified ‘good’ and ‘poor service’ 2008 Developed staff engagement S i t d d In your shoes workshops

5 patient promises

1.Clean and safe hospitals 2.A caring, helpful and respectful attitude

Identified good and poor service Tested the standards Service standards programme Helpful and respectful attitude

attitude 3.Respect for your time 4.Comfortable facilities, good access 5.The best clinical care

2005 - 2007

2007 2003/4

Challenging issues c.difficile Poor levels of engagement and staff satisfaction Weak quality score

2007 Patient and staff engagement commenced Trust merger Amersham Stoke Mandeville Wycombe

Weak quality score

Wycombe

Introducing the service standards

• Consistent standards of behaviour for

all staff - every interaction, every i ll d patient or colleague, every day

• HR director executive lead

T t B d l t d t i i

• Trust Board completed training
• Medical director regularly reviews

complaints and tackles directly those complaints and tackles directly those indicating attitudes/behaviours related to clinicians Matron’s ro nds reg larl re ie s

• Matron’s rounds regularly reviews

service standards from a patient perspective

• Positive environment for staff
• Our patients deserve the best

Training our staff

• Uses imagination – exploring good and poor service and

how that makes us feel and then applying in healthcare setting

• 80 champions and facilitators
• Staff members trained in their own departments by

ll th f l t colleagues – therefore more relevant

• Supported by material

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• Posters
• Handbook
• Patient stories DVD

Patient stories DVD

• Challenging scenarios

Embedding the service standards into the organisation

Recruitment Corporate and Recruitment Corporate and local induction Productive ward

Service standards

Appraisal Reinforcing through Patient satisfaction Reinforcing through communications Patient satisfaction feedback mechanisms Mandatory training

Measures / indicators

200 250 100 150

2007/2008 2008/2009 2009/2010

50

2009/2010

Q1 Q2 Q3 Q4

Complaints

Complaints

13% Compliments 87% 87%

C li t C l i t 2009/10 Compliments v Complaints: 2009/10

NHS national staff survey 2008/9 comparison against national averages for other acute trusts for 2009 g

100 60 80 20 40 60 20

care ence gues ients staff ients staff BHT 2008 BHT 2009 National Average for Acute Trust 2009

• rk and patient c

makes a differe ued by colleag B&H from pati cing B&H from lence from pati violence from s Quality of wo Role m Val Experiencing Experienc periencing vio Experiencing v Ex

Way forward 2010/2011

• Corporate objective 2010/2011
• Mandatory refresher training for all staff during 2010/11
• Introduction of local recognition scheme based around

g service standards

• Learning credit for staff
• Expanding patient experience trackers across the
• rganisation
• Engagement programme to create an integrated

healthcare organisation for Buckinghamshire (patient promises and service standards as cornerstone) promises and service standards as cornerstone)

Summary

• Service standards developed in partnership with patients

d t ff and staff

• Embedded into the organisation’s systems and processes

M it i th h f t

• Monitoring success through performance management

systems We know it is successful because

• We know it is successful because
• Positive trend in number of complaints and compliments
• Positive indicators in NHS national staff survey

Positive indicators in NHS national staff survey

• Positive feedback from patient experience trackers

Wh t d thi f What does this mean for me as a patient in radiology?

Catherine Richards

Members’ event 20 May 2010

Why are service standards important in radiology?

• Patient feedback
• Number of patients using the radiology service
• Wanting to improve our service to patients

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Patient contacts in radiology

• Annual workload

CT 29,036 MRI 14,982 Obstetric ultrasound 25 302 Obstetric ultrasound 25,302 Ultrasound 48,079 Nuclear medicine 2,298 X-ray 160,358 Fluoroscopy 7,171 Breast screening 19,312 Breast screening 19,312 Total: 306,538 exams

• Telephone calls
• Letters
• Enquiries

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Radiology workload on Tuesday 11 May 2010

• Stoke Mandeville

967

• Wycombe

626

• Amersham

153

Total: 1746 exams

Stoke Mandeville – 11 May 2010: Patients by type of imaging

600 551 500 400 300 200 300 95 165 200 2 15 19 40 80 95 100 2 Nuclear Med Fluoroscopy Breast MRI CT Obstetrics Ultrasound X-ray

Three examples of service standards in action in radiology

Timely

• Issues
• Patient feedback re access and contacting the department
• Six week target for diagnostic imaging
• Increasing number of patients being referred to us (ie MRI)
• Increasing number of patients being referred to us (ie MRI)
• Actions
• Extended working day during the week
• Weekend appointments for MRI
• Dedicated phone line to change appointments

Result

• Result
• Patients able to contact department to rearrange appointments
• Shorter waiting time

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• Easier parking in the evening and weekends
• Some patients worried due to short waiting times and required

reassurance reassurance

Dignity

• Issues

Patients changing into hospital gown and then having to walk

• Patients changing into hospital gown and then having to walk

through a waiting area

• Shared waiting areas for inpatients and outpatients
• Actions
• Patients advised on suitable clothing to wear for their appointment
• Where possible designated inpatient waiting areas
• Result

Th b f ti t h d t t h d h b

• The number of patients who need to get changed has been

minimised

• Respect for inpatients who are often quite poorly

p p q p y

Caring

• Issues

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• Imaging assistants in the breast unit felt unable to adequately

support distressed patients

• Difficulty with knowing how to answer patient questions on breast

cu y

• g
• a s e pa e

ques o s o b eas cancer

• Actions
• Breast care nurses developed a special training session for staff,

tailored to the needs of the patient group

Results

• Results
• More confidence in the department that patients are being

supported in a positive way pp p y

The success of service standards

• Given us the vehicle to focus on service standards
• Successfully developed to meet needs of radiology
• Staff have bought in to the process

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• Improved communication in radiology

The future

• Service standards continually evolving
• Part of monthly training for whole department
• Staff are more focussed on patient expectations

Thank you Thank you

Any questions? Any questions?