Quality Report 2019/20
PATIENT EXPERIENCE Priority 5: Service User and Carer experience The Director of Nursing commissioned Leeds Beckett University to undertake a review of patient experience. Overview of current status Underpinning the review are statutory and non-statutory measures and includes engagement with other agencies like Care Opinion, Healthwatch, research / guidelines (publications) and good practice from other healthcare organisations. The review has included
• More than 30 interviews of senior and middle level managers
• Engagement with service users • Case study interviews with staff in areas where good examples of patient feedback activities were identified
• Engagement with staff including frontline staff at Divisional Quality Forums and Governance groups
• Interviewing Executive members, Chair, CCG staff, Governance staff, Informatics and Divisional and Clinical Directors
The review is in the final phase with reviewers completing planned engagement with staff identified at the Acute Quality Forum on Wednesday 7th October 2020. The final report is anticipated at the end of October 2020.
Preliminary Findings • Managers and staff have different views of what is happening around patient experience, although there are good examples of patient experience activities
• Patient involvement has a good reputation • Patient experience is not integrated with patient involvement
• The Trust recognises the value of patient and carer experience but there is a lack of
Recommendations to include; • Integration of experience and involvement • Triangulation of patient, carer and staff feedback
• Executive champion to provide leadership and consistency
• Emphasis on data capture and analysis • Invest in people with lived experience
clarity about integrating experience
• A clear model or framework is needed to collect and analyse patient experience information
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