Paul Jebb – Assistant Director of Nursing (Patient Experience)

• Patient Relations Team

• Chaplaincy

• Patient Experience Facilitator

• Patient Experience Information Officer

• The Patient Relations Team dealt with 4,890 informal concerns, enquiries and requests for information.

• 2817 cases relate to the Hospital setting (58%)• 1741 to the Community setting • 332 to other areas outside of the Blackpool, Fylde and

Wyre area. • 47 Informal cases have progressed to a formal

complaint, compared to 107 in 2011/12

• Administration (384 cases)– This area relates to cancellations of appointments or

operation, inaccurate personal details, loss of personal items and sick note enquiries.

• Waiting Times (362 cases)– This area relates to delays in any process or transfers

• Treatment Issues (375 cases)– This area relates to clinical care, nursing care from

diagnosis to discharge, medication errors, concerns relating to infections, prescribing issues, staffing levels etc.

• Communication (120 cases)– This area relates to accuracy of information, bereavement

communication, a failure of staff to respond to letters/calls or issues relating to confidentiality.

• Jan – March 2013.• 55 surveys received

• Areas for development:– Opportunities to discuss organ/tissue donation– Development of bereavement policies to support

carers/relatives

• Started in April 2013– All inpatient areas and A&E– Maternity services from October 13

• Response rates:

• Proportion of respondents who would be extremely likely to recommend minus proportion of respondents who would not recommend (response categories neither likely nor unlikely, unlikely and extremely unlikely)

• A&E a national problem

• Compliant with regulations – patient have access to single sex facilities and sleeping areas

• Spot audits take place with Health Watch and CCG members

• Patient survey developments– monthly inpatient and outpatient surveys continue– in partnership with ‘Patients perspective’ – also on a quarterly basis with A&E.

• The first results from these surveys are due in Summer and these will be reported at a ward and consultant level.

• Patient experience revolution

• Patient feedback is key to improving services

• Patient experience team, being enhanced to deliver more real time improvements

• Relocation of patient relations team to front door