Annie Laverty, Director of Patient Experience. … · Director of Patient Experience. Northumbria Healthcare NHS Foundation ... year aggregate score : ... Annie Laverty talks about

Annie Laverty, Director of Patient Experience.

Northumbria Healthcare NHS Foundation Trust

Northumbria Healthcare • Employing over 10,000 staff.

• Largest area of any health trust in England

• Providing integrated health and social care

• Three general hospitals and seven community hospitals.

Our approach.

Real time data collection

2 Minutes of your time

Patient Perspective

National survey

programme

Individual

+

Wards

+

Business Units

+

Trust Board

Understanding what matters most.

• Consistency and coordination of care

• Treatment with respect and dignity

• Involvement

• Doctors

• Nurses

• Cleanliness

• Pain control

What matters most to inpatients.

Patient experience update.

• Now measuring in real time on 7 sites and 32 wards.

• Aggregate scores to look at Trust wide performance.

• 2 sample t test comparing baseline with 2010 end of year aggregate score : statistically significant

( p=0.01)

• New developments in critical care, young peoples’ services, POAS, end of life, elective & emergency care.

• Now interviewing over 600 patients per month.

Real time Trust wide results.

Friends and family question.

Communication, 18.9

Consistency & coordination, 14.9

Timeliness & responsiveness,

14.9 Staff attitude and behaviour, 14.9

Not enough staff, 12.2

Respect & dignity, 2.7

Pain, 4.1

Medicines, 4.1

Reputation, 2.7

Food, 2.7

Cleanliness, 2.7 Other, 5.4

Trustwide

2011 Outpatient results.

Trust Overall

impression Rating of Doctors

Dignity &

Respect

Clatterbridge

Centre for Oncology. 96% 94% 99%

The Christie 94% 94% 98%

The Royal Marsden 94% 94% 97%

Papworth 93% 94% 98%

Northumbria 93% 93% 97%

Our results.

• 2011 outpatient results 5th best in the country.

• 2012 Cancer patient experience results 4th best in the country.

• 2011 inpatient results within top 20% of participating trusts and best in North East.

• Quarterly measurement of A&E experience within top 20%.

• The Trust identified by King’s Fund researchers in 2012 as providing consistently good experience.

Transparency.

Be open and honest about

current state, expectations,

and actions needed for

improvement…..

If you’re going to be naked

it’s good to be buff…

Individual consultants.

Sharepoint available to all on the intranet.

Infographics.

Infographics.

“ Being addressed the way I

want to be addressed. Being

asked, not told.

Having people work with

me. Respecting my choices ,

my decisions.

And if I’m able to

control my situation, being

allowed to do that without being

judged and being seen as

difficult – that is dignity ”

Learning from digi stories.

Emotion bonded with information becomes memorable, resonant and actionable.

—Power of Stories, 2011—

Understanding staff experience.

• Keeping staff “warmed up” in a cold financial climate

• In touch with what motivates

• Build in buffers

Key things we learnt.

• The benefits of real time reporting at team level.

• Executive management team support is crucial.

• Ensure patients & families are part of your improvement team.

• Focusing on things that matter most has made sense

• Investing in improvement has helped.

• Qualitative feedback appears particularly important

• Transparency of reporting matters.

Thanks for listening.

Any questions, comments?

Thanks for listening.

Any questions?