Annual report 2010/11 - East Cheshire NHS Trust

Quality AccountCustomer careLessons learnt and changes to trust servicesPublic websitesThe trust produces an annual quality account. The qualityaccount details priorities for improvement and reviewsquality performance in 2010/11. The full quality account canbe viewed on the trust website at www.eastcheshire.nhs.ukInfection prevention and controlThe effective prevention and control of infection is anessential part of maintaining and promoting patient safetyand has the highest priority at all levels in the trust. Patientsmust be given confidence that everyone involved in theircare will be vigilant in preventing infection. Continualmonitoring of both the environment and our proceduresensures the highest standards are achieved.Customer care is a crucial element of patient satisfaction.Every time the trust has contact with customers there is theopportunity to retain and improve the trust’s reputationand increase the likelihood of patients and their familieschoosing East Cheshire NHS Trust for treatment in the future.Over 2,500 compliments relating to the hospital, patientcare, procedures and staff were received in 2010/11.The trust has an open an honest approach to dealing withcomplaints and ensures that they are investigatedthoroughly and fairly to establish the facts. The feedbackreceived from customers ensures that the trust is able toimprove the services delivered.The aim of our Customer Care Department is to focus onthe complainants needs, and use negative feedback,positively to improve services.• The number of complaints received in 2010/11 was 156.• The number of Patient Advice and Liaison Service (PALS)issues received in 2010/11 was 935.• The number of complaints referred to Health ServiceOmbudsman was two.As a result of complaints made to the trust, lessons havebeen learnt examples of which are:• Letter amended to inform all patients to report tocustomer care reception where on arrival to the hospital,they will then be clerked in and directed to theappropriate ward or department.• Chairs removed from outpatients corridors to protectpatients’ privacy and dignity.• Amendments made to the patient information leaflet forpatients attending for an MRI scan.• Amendments made to home birth information, so thatpatients fully understand the circumstances for homebirths and why this not to be possible for some parents.• Raise awareness of communication when undertakingcare of woman in labour.• Appropriate action taken to prevent and manage patientsat risk of falls.• Ensure the patient receives adequate pain relief in atimely manner.• Visiting hours on the Maternity Unit have been changed.• The visitors policy now reflects why flowers are notallowed on the hospital wards.This can be found at www.eastcheshire.nhs.uk/policiesNHS ChoicesNHS Choices is a public website on which patients andvisitors may publically post comments, concerns andcompliments. The trust monitors this site and responds to allcomments posted.31 comments have been received through NHS Choiceswebsite during 2010/11. These feature both complaints andcompliments. Examples of some of these are detailed below.• “Compliment that staff had professional approach andpatient was impressed when they treated urinaryretention problem. Front line staff are world class.”• “Compliment that staff were great and attended topatient quickly and effectively. Also, follow upappointment was first class. NHS is a wonderful serviceeven if it does have some failings”• “Compliment about all aspects of maternity care “MumsnetA review of postings for the past year showed eightpostings on the site relating to Macclesfield District GeneralHospital. In response to a mum querying what thematernity care would be like at Macclesfield, a number ofcomments were made:• Macclesfield is “much friendlier, nicer atmosphere.”• One person’s second baby was born at Macclesfield,“she couldn’t praise them highly enough, from labour todelivery to ward after care.”• “I had a really positive experience at Macclesfield.”3637