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Paul Jebb – Assistant Director of Nursing (Patient Experience)

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.

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Paul Jebb – Assistant Director of Nursing (Patient Experience)

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  1. Paul Jebb – Assistant Director of Nursing (Patient Experience)

  2. Patient Relations Team • Chaplaincy • Patient Experience Facilitator • Patient Experience Information Officer

  3. 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

  4. 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.

  5. Jan – March 2013. • 55 surveys received • Areas for development: • Opportunities to discuss organ/tissue donation • Development of bereavement policies to support carers/relatives

  6. 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

  7. Compliant with regulations – patient have access to single sex facilities and sleeping areas • Spot audits take place with Health Watch and CCG members

  8. 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

  9. 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

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