Trust Board papers November 2012 - Barking Havering and ...

‐ EMERGENCY
CARE
SAFETY &
SUITABILITY OF
PREMISES
everyone feels empowered to
challenge episodes of variable
or poor practice, including
regular monitoring of practice
and feedback and learning
opportunities for staff.
53. Ensure that appropriate
waiting facilities are available
for patients and relatives in
the urgent care centre.
staff has been reviewed; all staff in this area have
personal development plans. Hourly vital signs
checks are underway and monthly spot audits are
being carried out to ensure staff feel empowered to
challenge poor performance. Patient satisfaction
surveys are in place and staff are reminded of the
importance of challenging poor practice as a
standing item on A&E team meetings. Audit results
do not yet support the processes that have been put
in place.
As above, these waiting facilities are being reviewed
as part of the Health for NEL programme.
leaflet explaining the process of the
ED is being drafted which will have a
section to write who the patients
named nurse and doctor are. There
will be a feedback area on this leaflet
to enable patients to anonymously
write any feedback both positive and
negative. This will enable direct
feedback to the staff that cared for
the patient. It is hoped that this will
provide more audit results as the
feedback mechanism will be directly
accessible for patients.
Trend information on complaints is
being collated to further support
feedback to all staff.
Customer service competency
checklist is being developed to
provide staff with additional training
to support improvements in
communication skills.
Peer challenge on poor practice
remains in place.
The current waiting facilities are
deemed sufficient for the needs of
patients currently.
Investment is currently underway to
extend the Rapid Assessment &
Treatment areas within the
department. This initiative will deliver
shorter waiting times and improve
the patient experience. Work is due
to be completed before Christmas.
Patient experience will be measured
via the annual patient surveys, and in
house paper and electronic solutions.
Director of Nursing
Divisional Manager
(Estates, Facilities &
Capital)
PART MET
RECORDS 80. Improve its systems for The Trust’s Medical Records Committee has been re‐ The development of the eHandover Chief Operating PART MET
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26-Oct-12