Patient Experience Network National Awards 2020: Driving Quality Improvement
The Patient Experience Network National Awards 2020 recognized efforts in improving patient experience through insights, measurement, reporting, and action. Based in Nottingham, the organization serves millions of residents and provides specialist services. Their Complaints and Patient Experience Team focuses on enhancing quality, safety, and patient engagement through data analysis, workshops, and continuous improvement efforts. Their goal is to drive quality improvement, prioritize emerging trends, and involve staff and patients in shared learning and decision-making.
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Patient Experience Network National Awards 2020 Using Insight for Improvement & Measuring, Reporting and Acting Experience of Care Shared Learning Workshops Project Lead: Lana-Lee Jackson Head of Patient Experience
About Our Organisation Based in the heart of Nottingham Provide services to over 2.5 million residents Provide specialist services for a further 3-4 million people across the region One of the largest employers in the region (almost 17, 000 staff) 90 wards with around 1700 beds National and international reputation for many specialist services At the forefront of many research programmes and new surgical procedures We are teaching trust and have strong relationships with The University of Nottingham and other universities across the East Midlands We play a vital role in the education and training of doctors, nurses and other healthcare professionals
About Our Complaints and Patient Experience Team We sit within the Nursing Directorate - accountable to the Chief Nurse. We work closely with the Medical Directorate Quality Governance Team (Safety and Effectiveness) to improve experience, quality and safety across the organisation. We have established a robust annual operational workplan for delivery which is benchmarked against the national Patient Experience Improvement Framework and CQC key lines of enquiry. We support services and teams to de-escalate and resolve concerns and complaints at the first point of contact. We are responsible for complaints management overseeing and supporting local investigations and responses. We gather, analyse and monitor experience of care data through patient, family and carer feedback using multiple methods e.g. 4C s Feedback, PALS, FFT, National Surveys, Online Feedback and Patient Stories. We facilitate shared learning workshops in direct response to feedback and support service improvement and change. We have adopted the Quality, Service Improvement and Redesign (QSIR) model in patient experience to drive continuous quality improvement and to support reflective learning.
We Set Out To: Improve our approach to driving continuous quality improvement and facilitating shared learning in response to the survey findings as part of the CQC National Patient Survey Programme. Adopt a quality improvement model in patient experience to triangulate all data, information and intelligence so that we can identify emerging trends, themes and areas to prioritise. Improvestaff and patient involvement and engagement in shared learning and decision making. Co-produce Experience of Care Quality Improvement Action Plans.
Shared Learning Workshop Aims To: Provide a safe space for open discussion about the survey findings, patient experience feedback and insights about the services we provide. Support staff to understand data, information and insight and what this is telling us about their experience. Encourage staff to use feedback to support choice and personalisation of care. Explore all data, information and insight complaints, surveys, real-time feedback and hearing from patients themselves through patient stories or representatives. Consider our performance in the latest national survey and reflect on internal and external benchmarking analysis. Celebrate our successes and the things we do well. Explore ways in which experiences of care can be improved. Involve patients, families and carers so they are at the heart of decision making and driving change. We work in partnership to co-produce an Experience of Care Quality Improvement Action Plan which Divisions use to support the delivery of actions, change and improvement.
What have we achieved and what makes this initiative special? All workshops are routinely well attended by both staff and patients. The initial pilot in December was hugely successful and has led to a forward schedule being established. The initial pilot showed a positive impact on staff shared learning and reflective practice with 80% of attendees advising they felt the session helped them think of patient experiences of care. 90% of attendees said they strongly agree/ agree that they learned about how to improve experiences of care from the workshop. Staff have made pledges describing how they intend to contribute to patient experience improvement. The workshops are run in partnership with Patients and Staff, facilitated by the collaborative working of the Patient Experience Team, Information and Insight Team as well as Picker Europe. We have adopted a quality improvement model and methodology in shared learning to improve experiences of care. Workshops bring together patient experience, quality improvement and coproduction to create a safe space for open discussion, reflective practice and shared learning.
