Enhancing Patient-Centered Care Through Collaboration: A Case Study
Admiral Nurses and the Portering team at Tameside and Glossop Integrated Care NHS Foundation Trust collaborated to develop Portering standards for patient-centered care. Lead by Kellie Smart, the nurses focused on supporting families of dementia patients and creating a Dementia Friendly Hospital. They conducted face-to-face interviews with hospital porters to understand their training needs and experiences, aiming to establish benchmark standards for all staff. Patient safety concerns were addressed, bespoke training packages were developed, and hidden talents of porters were discovered and utilized, leading to improved care practices and staff engagement.
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Collaboration between Admiral Nurses and Portering team to develop Portering standards for patient centred care Presented by: Kellie Smart Lead Admiral Nurse Category: Environment of Care Patient Experience Network National Awards 2021 Tameside and Glossop Integrated Care NHS Foundation Trust
Who we are Lead Admiral Nurse - Kellie Smart Admiral Nurse - Johanna Ryan We are Specialist Dementia Nurses who focuses on the wider aspects of the dementia journey. We support families of people with dementia through their journey with dementia, providing educational opportunities and role modelling dementia care to staff. Our overall aim is to create a Dementia Friendly Hospital where all staff are proud to work
The context Tameside and Glossop Integrated Care NHS Foundation Trust have signed up to the charter, and therefore made a commitment to people with dementia, their families and friends, in respect of what to expect during a stay in hospital. Our commitment: Toensure ourstaffand volunteersunderstand and areskilledin DementiaCare Typically most patient focused education and training is aimed at Clinical Staff However many other staff groups are involved in the patient journey
Focus on our hospital porters Face to face interviews in small groups Questions based around their personal training needs and unique experience of portering within the Trust Anonymity assured where required Commitment to act on issues which required addressing Porters encouraged to share ideas and suggestions for improvement Overall aim - To develop a set of Portering standards as a benchmark for all staff, focused around Porters inputs
Patient safety concerns addressed as a priority Operational concerns raised and addressed with appropriate leaders Bespoke training package developed and delivered Many ideas and suggestions became standards, others may require more focussed interventions over a period of time, but most were achievable Hidden stars- many Porters had hidden skills/talents we could tap into and benefit from Developing relationships, creating opportunities for engagement and raising their profile was important Findingsand resultsofouractions
What our colleagues said I have learned how to try to present myself more effectively to patients I have learned how to communicate properly with patients I have learned there are many different types of dementia I feel able to have appropriate conversations with patients with dementia I realise now that every patient is different I have learned to treat patients as individuals I have learned to include patients in all conversations during transfer I have a better understanding of dementia It is nice to know someone cares
Outcomes The development of Portering standards for Person Centred Care Improvements to patient safety and care provisions around the Trust Gold standard care for Porters to hold staff, including themselves, accountable for Giving permission to challenge regardless of seniority or role Annual reviews of standards, which must include engagement opportunities Raising the profile of Porters, and boosting staff morale
What's next Annual review of standards Ongoing training and updates with new recruits Check ins with Portering team Further development of booking app to assist in streamlining day to day activities and becoming more patient focused Nurse to be involved in recruitment and selection process of new starters Roll out similar projects within other teams to fully meet the Dementia Friendly Hospital Charter Objective set
What have we learnt? Our Porters have a desire to make a difference but didn t always feel allowed to make suggestions or report concerns There is a lack of understanding amongst clinical staff around the Porter role and as a result some Porters did not feel they were valued by colleagues There were previously significant gaps in the information provided to Porters, which at times made it difficult to be as effective as they could be Our Porters had a desire to learn new skills to enable them to enhance the patient experience, and have been very keen to engage in this process Investing time into listening to our Porters (and potentially other staff groups) has a significant and positive impact on the way they view their role Many individuals working within the Trust have skills and knowledge which others can benefit from- consideration into learning events to promote such
