Enhancing Patient-Centered Care Through Collaboration: A Case Study

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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
Collaboration 
between 
Admiral 
Nurses 
and 
Portering 
team 
to 
develop
 
Portering
 
standards
 
for 
patient
 
centred
 
care
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
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:
“To
 
ensure
 
our
 
staff
 
and
 
volunteers
 
understand
 
and
 
are
 
skilled
 
in 
Dementia
 
Care”
Typically
 
most
 
patient
 
focused
 
education
 
and
 
training
 
is
 
aimed 
at
 
Clinical
 
Staff
However
 
many
 
other
 
staff
 
groups
 
are
 
involved
 
in
 
the
 
patient 
journey
The
 
context
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
F
i
n
d
i
n
g
s
 
a
n
d
 
r
e
s
ul
t
s
 
o
f
 
o
u
r
 
a
c
t
i
o
n
s
 
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
What
 
our
 
colleagues
 
said
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
Outcomes
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
'
s
 
next
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
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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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  1. 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

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

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