Agenda item

To note the report on Patient Experience

Trudy Taylor presented the report. It was noted that there were three main streams for collecting feedback: National Feedback systems such as the CQC National Survey Programme and Healthwatch England, Trust Feedback Systems such as Friends and Family tests and social media, and Locality feedback systems such as local surveys, Patient stories and Patient & Public Voice Partners group. It was noted that feedback was positive and the best indicator so far.

It was noted that there were six national surveys a year, and that action planning takes place after any survey that is published.

Members queried how progress was made against plans and were advised that there are always outstanding actions, but that focus is prioritised on localised feedback. It was noted that the NHS has  to deliver against plans.

Members asked about digital tools and whether these are inclusive. It was noted that most digital tools come in six languages and easy read versions. It was noted that one size doesn’t fit all regarding inclusivity and that good feedback was coming in. QR codes were being used to enable service users to leave realtime feedback, not just after the fact. Training and communication was also discussed, and members were advised that staff are encouraged to write down verbal feedback they receive, and that there are patient experience ambassador roles who are effective in their positions.

Members noted the positive feedback but highlighted the disagree and strongly disagree results, querying whether there was any way to follow these up. Members were advised that data was not personalised so it would be impossible to give individual responses, but teams did review the themes of data and held closer sessions to discuss feedback with their staff.

Observe, Listen and Act was discussed, noting that it was a developing tool, which looked at service users’ journeys. Non-clinical staff were invited for insight, and 320 visits had taken place so far, which was noted as a fantastic response. One of the elements of this approach was to sit down and chat with people, to get personal feedback, which will provide an extra layer of insight. It was noted that good feedback and answers had been received, and that schemes such as ‘What Matters Most to Me’ and ‘You said, we did’ helped build good rapport. It was also noted that GM was looking at the NCA’s deaf strategy.

Members noted that the delivery of feedback was important, and it was noted that staff feedback was crucial too and that it was important that feedback was passed on.

Members queried what additional signage, for example tactile signage for deaf users, was being provided. It was noted that training and environmental checks were being carried out on sites, and that accessibility was a continuous job. It was also noted that hospitals are not just a building, but sometimes feel more like a village, and that patient voices were crucial for forward thinking.

Members noted the that it would be interesting to hear from others’ experiences, as people are not just patients in hospitals, and queried whether the NCA had a full picture through feedback. It was noted that posters were up throughout hospitals to empower users and that volunteer workshops helped not only provide eyes and ears but solutions too.