140 likes | 236 Views
Going for Gold. Staff and Patients Setting Standards Together. Patient Experience Network National Awards January 2011. Why was it so important?. Patient experience low, yet a key priority Recognition of low staff morale – focus on frontline & back office services for outpatients
E N D
Going for Gold Staff and Patients Setting Standards Together Patient Experience Network National Awards January 2011
Why was it so important? • Patient experience low, yet a key priority • Recognition of low staff morale – focus on frontline & back office services for outpatients • Needed a long term fix with maximum impact, ownership & engagement from patients & staff • Emphasis on patient and “customer” care Especially with: • Three hospital sites, outpatient activity on all • High profile service relocation between sites, new models of care - inpatient, A&E, Surgery
What was involved? Agreeing the aims: • improve patient experience • raise standards and increase the Trust reputation • empower staff and patients • developing simple but clear standards for all • building on Trust ‘Pledge’ and our standards • achieve with no budget and in house resource!!! Two strands of implementation Communication Strategy Trust wide Specific culture change driven by staff at frontline Engage Deliver • Consult > >
Consult for both work strands • Patients • Staff • Public/Visitors • Foundation Trust • Patients / Hospital Volunteers • Clinic nurses – all grades • Health Care Assistants • Doctors & Registrars • Managers /Receptionists • Health Records staff • Clinic Preparation • Booking clerks • Medical Secretaries • Outcome • gaining trust, open minds • new ideas, reality checked • staff defining standards • link to ‘Going for Gold’ • Patients • Staff • Public/Visitors • Foundation Trust Outcome • 180 suggestions • Interest and buy-in from staff/patients to the concept All leading to 5 Gold Standards
Engage Series of 5 e-Gold nuggets • Screen messages • Intranet pop ups • Business /reminder cards • Mystery Shoppers Posters & badges • Disposable food tray cover for all patient meals
Engage – staff teams • Contributing, listening & role play! • Walking in our patients’ shoes • Creating ownership of the work • Introducing cross boundary team work • Meeting of minds – admin / reception / clinical / patients /senior management • Valuing all contributions & celebrating success with patients and staff together
Deliver – Communication • High profile “Opening Ceremony” by the Medical Director - overwhelmed with attendees • Gold ticket event – chance to win hamper of gold goodies! • Assessment and Audit of every ward/department over 6 weeks to monitor adoption of Gold Standards • “Gold Medal Ceremony” by the Director of Nursing • Gold medals for individual staff assessed as providing outstanding patient care • Trophies for the teams assessed as providing outstanding patient experience • Overall trophy for the team assessed as delivering best against the 5 gold standards – adopted as ANNUAL award
Deliver – Patient Experience • Significant improvements on National Survey by Picker Institute • 92% of patients would now rate their overall care as good/very good or excellent (87.8% in Sept -09) • ‘these (July 10) results showcase a big improvement since the March 10 and Sept 09 survey’ (Independent Picker Report)
Deliver – Culture Change • Staff involved and keen to contribute • Patients noticing a difference and commenting • Outpatient teams working across disciplines to improve the patient experience • Creation and implementation of new ‘core behavioural standards’ by staff • Staff proud to wear their badges & display the 5 ‘Gold Standard’ posters • Outpatient staff won 2 awards in ‘Gold’ audits
Impact • Organisation wide • Patients empowered • Culture change towards customer care • Staff morale improved • Proud to offer gold standards • CEO receives more compliment letters “ My team like the simple easy to understand messages of the Going for Gold concept. They have been interpreted at a local level, but remain significant for all” (Senior Nurse)
What next? • The 5 gold standards included in all job descriptions • Regular Independent Surveys to assess patient perception and experience • Internal “mystery shoppers” & audits • Future ‘gold medal’ ceremonies • “Gold” theme days (Health & Well-being) • More e- Gold nuggets • Continuing to embed in the organisation
What can we learn/share? • Process must be owned by staff and patients • Develop a “branding” to be proud of • Simple, clear, relevant messages to all staff (not just clinical) • Senior team and clinical involvement • It is transferable process & format – but for success it must be local & relevant Big changes – low cost – major difference
The patient experience is Going for Gold your responsibility