family and carer involvement tracey passway safety, clinical governance & risk, team leader, nhs...
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Family and Carer Involvement
Tracey Passway Safety, Clinical Governance & Risk, Team Leader, NHS Tayside
•Person Centred
• Safe
• Effective
One of the three ambitions of the Healthcare Quality Strategy for NHS Scotland 2010 and Health Rights (Scotland) Act 2011
• Caring and compassionate health services;
• Collaborating effectively with clinicians, patients and others;
• Confidence and trust in health services;
• Providing a clean care environment;
• Improving access and the continuity of care;
• Delivering clinical excellence
What people want – 7’C’s
Person Centred Delivery Board
3 Work streams• Feedback• Organisational Culture• Valuing Our Staff• Participation
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Comments Noise
Equipment & patients. Equipment background noise/alarms etc. Patients - talking loudly, TV loud volume, etc. Re-introduce visiting times and restrict the numbers at beds to two
Night time noise
Increased staffing resource, need more quiet/single rooms and less noisy shared wards with loud demanding patients.
Side rooms noisy at night with outside generators
The noise and the heat level
General noise
The dementia patients are so restless and always moving about aimlessly day and night.
To keep dementia patients together, separate from the rest of us but I know that’s sometimes impossible
No real, extra noise.
Other patients at times calling for help, ringing bells for staff attention of just being restless
Some patients confused and calling for family members
Patients talking loudly
Staff talking to patients, however this noise is unavoidable and staff carry out their duties as quietly as possible. People have to talk
Patient noise-unfortunately this cannot be helped, need patience, we are elderly
Other patients. Bleeping equipment
Staff chatter, trolleys, loud TVs.
Visitors after 9pm.Children restriction after 7:30p.m
Noise understandable and unavoidable due to constant admissions
Trolleys, staff talking, monitors, morning cleaners, night staff changeover
Equipment noise due to malfunction - immediate attention to the 'intense' warning bleeps would reduce patient irritation particularly during sleeping hours, if staff can’t hear them, that’s another problems
General movement of staff working. I think it was more to do with me than noise as slept on my last night.
Everything, especially staff talking and beeping from other machines.
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Ward 18 Patient FeedbackWhat's Good
What's not so Good
Noise in the ward
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Feedback Methods
• National Surveys, Better Together, Scottish Government (2,700)
• Independent Websites• ‘How Are We Doing?’ paper and electronic• Twitter / Facebook• Stakeholder Portal• Compliments• Patient Stories• Emotional Touchpoints• Complaints / Ombudsman / Fatal Accident
Inquiries / Significant Clinical Events
Emotional Touchpoints
Organisational Culture
• VPAIS Valuing Patients as Individuals• Caring Behaviours• Care Rounds• Daily Conversations• PROMS Patient Related Outcome Measures• Health Literacy• Health Rights Principles
“Care good enough for you and yours”
NHS Tayside Ambition