Working with Bromley Healthcare and Patient Opinion Amanda Mayo Head of Nursing 5 November 2014.

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Bromley Healthcare and Patient Opinion

Amanda MayoHead of Nursing5 November 2014

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First involvement with Patient Opinion

• NHS111 in Spring 2012• NHS111 was in the

public spotlight and not for good reasons!

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Initial concerns

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What happened when we started using Patient

Opinion?• We had mainly positive and

encouraging postings• We had some challenging ones –

one resulted in declaration of a SI however we were able to look at the patient journey as a result

• Able to improve care for patients e.g. special patient notes

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What happened next?

• Moved to Bromley Healthcare• Innovative Social Enterprise delivering 42

community services both in and out of Bromley• Discussed introducing PO to the organisation

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What happened next?

• PO came and talked about product to CEO• Main reasons:

– to increase ways patient’s/carers/ relatives can become involved in shaping our organisation

– Enhance transparency with honest and meaningful feedback

– Supported our work to embed The Francis Reports recommendations

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Challenges / Positives!

• Slow start• Supported by PO• Regular con calls and a project plan• Getting staff on board• PO information on all appointment letters• Open session at our bases• Postings go straight to our commissioners• Quick responses to postings by the CEO

or Head of Nursing

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Our postings

My child has a problem

Amazing help and support after our

daughters diagnosis

Thanks for support from the breast feeing drop in groups

Staff have made my stay here that bit better

My only concern is that there is not enough staff

Cognitive behaviour therapy in Bromley The district nurse

went above and beyond her duty

Friendly, caring serviceStaff listened

and got it

Dietician has a real dedication and truly cares

The nurse was incredibly helpful

professional friendly and welcoming

Bromley Intermediate Dermatology

service

I find this to be a superb service

Without their help and

support the situation

would have been

intolerable

I waited a long time but

the staff were

fantastic

When I chase appointments they say they

are busy

Amazing help and support

after our daughters diagnosis

Bull by the

horns

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Moving forward

• Developing process for demonstrating change from postings

• Developing own promotional literature

• Embedding PO in staff minds• Staff responding directly to

postings

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Thank you

• Any questions ………………………….