BHRUT annual report 2009 - Barking Havering and Redbridge ...

Annual Report & Accounts 2009-2010
11
Improving patient experience
This year the Trust has been focussing on the care our
patients receive, and ensuring they are having the best
possible experience while they are with us.
An Improving Patient Experience Board has been set
up, with staff and patients looking at better ways of
delivering care and communicating with patients and
visitors.
The group covers everything from patient information
to the quality of food. It is also planning to introduce
real time surveys so that we can get immediate
feedback from patients on how they are being treated
and what improvements they would like to see.
Our patient representatives also play an invaluable role
in giving us a service user’s perspective on our
hospitals and services.
Visible Leadership
This year a new programme was launched which sees
all matrons and senior nursing staff – including our
Director of Nursing – back on the wards.
Every Monday they join a ward to look at key
indicators of patient care, including pressure ulcer risk
assessment, nutrition assessment, patient
observations, and hand hygiene. The programme has
been received positively by the wards, who have
welcomed the additional support from senior nurses.
Standards of care are improving and ideas being
shared to improve the all round patient experience.
Building and redecoration work has taken place at
King George Hospital this year to ensure that patients
can be nursed in single sex areas, and do not have to
share bathrooms with people of the opposite sex.
New initiatives have also been introduced to make
sure that patients are treated with privacy and dignity,
such as protected meal times.
Although the initiatives will take time to embed, our
national patient survey results have improved year on
year (table below).
Patient experience 2007/08 2008/09 2009/10 Target
Number of formal complaints received 1068 940 566 636
Percentage of patients who always felt they N/A 70.00% 72.00% Not set
were treated with dignity and respect
(Annual Inpatient Survey)
Percentage of patients who were always N/A 63.00% 71.00% Not set
given enough privacy when discussing their
condition or treatment
Improving patient experience