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

M Members’ event welcome b ’ t l A Anne Eden Ed 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

Next steps • Need to get to know staff and services N d k ff d i • Over next year, work will progress on integration and creating new organisation i ti • 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 p g • 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 g g • Evaluation • Way forward y • What this means for you as a patient • We know we don’t always get things right y g g g • Q&A

Why the service standards were developed Awarded South Central April 2010 April 2009 2009 quality score Health and Social Care Integration of Service standards improved to ‘good’ Award 2009 ‘leadership for Community Health introduced improvement’ category Bucks ‘In your shoes workshops’ In your shoes workshops 5 patient promises 2008 1.Clean and safe hospitals Facilitated workshops 2.A caring, helpful and respectful Developed staff engagement Identified ‘good’ and ‘poor service’ Identified good and poor service attitude attitude Service standards programme S i t d d Tested the standards 3.Respect for your time Helpful and respectful attitude 4.Comfortable facilities, good access 5.The best clinical care 2003/4 2005 - 2007 2007 2007 Challenging issues Trust merger Patient and staff c.difficile Amersham Poor levels of engagement engagement Stoke Mandeville and staff satisfaction commenced Wycombe Wycombe Weak quality score Weak quality score

Introducing the service standards • Consistent standards of behaviour for all staff - every interaction, every patient or colleague, every day i ll d • HR director executive lead • Trust Board completed training T t B d l t d t i i • Medical director regularly reviews complaints and tackles directly those complaints and tackles directly those indicating attitudes/behaviours related to clinicians • Matron’s rounds regularly reviews Matron’s ro nds reg larl re ie s 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 colleagues – therefore more relevant ll th f l t • Supported by material • Posters P t • Handbook • Patient stories DVD Patient stories DVD • Challenging scenarios

Embedding the service standards into the organisation Corporate and Corporate and Recruitment Recruitment local induction Service standards Productive ward Appraisal Patient satisfaction Patient satisfaction Reinforcing through Reinforcing through Mandatory training feedback mechanisms communications

Measures / indicators 250 200 150 2007/2008 2008/2009 100 2009/2010 2009/2010 50 0 Q1 Q2 Q3 Q4 Complaints Complaints 13% Compliments 87% 87% C Compliments v Complaints: 2009/10 li t C l i t 2009/10

national averages for other acute trusts for 2009 NHS national staff survey 2008/9 comparison against 100 20 20 40 60 60 80 0 Quality of wo ork and patient c care g Role m makes a differe ence Val ued by colleag gues Experiencing B&H from pati ients Experienc cing B&H from staff Ex periencing vio lence from pati ients Experiencing v violence from s staff National Average for Acute Trust 2009 BHT 2009 BHT 2008

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 organisation • 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 and staff d t ff • Embedded into the organisation’s systems and processes • Monitoring success through performance management M it i th h f t 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 What does this mean for me thi f 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 g p p

Patient contacts in radiology • Annual workload CT 29,036 MRI 14,982 Obstetric ultrasound Obstetric ultrasound 25 302 25,302 Ultrasound 48,079 Nuclear medicine 2,298 X-ray 160,358 Fluoroscopy 7,171 Breast screening Breast screening 19,312 19,312 Total: 306,538 exams • Telephone calls • Letters • Enquiries q

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 600 551 500 400 300 300 200 200 165 95 95 100 80 40 19 15 2 2 0 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 g • 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 • The number of patients who need to get changed has been Th b f ti t h d t t h d h b minimised • Respect for inpatients who are often quite poorly p p q p y

Caring • Issues • Imaging assistants in the breast unit felt unable to adequately f support distressed patients • Difficulty with knowing how to answer patient questions on breast cu y o g o o 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 g p • 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?