Outpatients 5 Senses Study. January 2006.

Presentation to

Patient Experience Council.

July 2006.

Matron Sara Courtney.

Purpose of the study.

To involve patients and staff in the identification of good practice and aspects of services/ environments that might need improving.

Focus on quality.

What the study involves. Setting Ground Rules.

Staff must feel safe. The focus is on helping to improve the outpatient experience, not disciplining or punishing bad practice.

Initial Feedback- Private location. Risk of misinterpretation if only snippets of conversation are overheard.

Confidentiality of staff and patients will be maintained.

60 minute protected observation time.

What the study involves.

29 Observational sessions.SMH OPD, RHH OPD and EMH RHH

departments were included.Patients, voluntary services, OPD staff,

administrative staff and management staff undertook the observations.

SIGHT. Close other senses and try to focus on what you can see.

Does the department look - welcoming/ tidy/ organised/ chaotic? Is the first impression positive/ negative? Are staff appropriately dressed/ name badges/ uniform? Is the waiting area/ reception – tidy/ too busy/ cluttered? Is interesting reading information available/ up to date? Is there current health promotion material displayed? Are waiting times clearly displayed and up to date? Do staff look welcoming/ happy/ unhappy/ stressed? Are reception/ nursing staff frequently interrupted/ focused on

the patient? Are patients dealt with promptly and fairly?)

HEARING. Close your eyes for a moment. Focus on what you can hear.

Does it sound busy/ chaotic/ calm/ relaxing? Can you hear soft music? How loud are the clinical waste bins? Are staff distracted by telephones continually ringing? Do staff introduce themselves to patients? Do they speak in an appropriate manner/ language/ at a

level of understanding? Are the conversations you hear professional/ work

related/ social/ appropriate? Are patients kept informed of waiting times/ reasons for

extended waiting?)

SMELL. Try to focus on what you can smell/ the general aroma of the area.

Include the toilets/ reception area/ waiting areas/ tea bar, etc.

TOUCH. Focus on how the area makes you feel.

Is it warm/ cold? Are the chairs comfortable/ too hard/ too low? Does it make you/patients feel welcome/

anxious/ safe?

TASTE.

Comment on the general taste of the area- e.g. décor/ cleanliness/ information available.

Conclusions and Action Plan.

Study provided wealth of up to date views on patient environment.

Enabled the accurate production of an action plan for the improvement of the outpatient experience.

Reported to - Divisional clinical governance forum

- Senior nurse forums Dermatology, pharmacy, radiology, maternity and critical

care are now about to undertake their own 5 senses studies.

LISTENING TO PATIENTS- OPD QUALITY IMPROVEMENT PLAN 06/07.

Based on Results from-RHH/SMH Outpatient Five Senses Study Dec

05/Jan 06. Trust PEAT assessment Jan 06.RHH Outpatient Department Patient Experience

Questionnaire Feb 06. RHH/SMH Outpatient Satisfaction Survey Mar

06.

Linked to Core Standards for Better Health.