5 Boroughs Partnership NHS Foundation Trust Annual ... - Monitor

Quality & Safety priorities
& indicators 2011-12
Experience
Ensuring a positive experience of
care
By December 2011 the Trust will
have agreed a meaningful suite of
patient experience measures with
the Council of Members in each of
its business streams and will have
published them on the internet
94
Outcome Commentary
met
Annual Report and Annual Accounts 2011-12
This phase of the work on patient
experience is now complete.
Patient experience will be taken
forward under a new strategic
objective for 2012-13, which takes
account of the research undertaken
as part of this objective.
In relation to the measurement of
patient experience, a number of
actions have been undertaken.
‘Touch points’ have been identified
for in-patient and community
services within each business
stream and discussed with the Chief
Executive and Deputy Chief
Executive. They have also been
discussed with members of the
wider leadership group including
clinical colleagues. These touch
points are the key points at which
patients can be asked about their
experiences at that particular point in
their journey within our services, for
example, referral into service or
discharge from an inpatient to
community setting. Six themes have
been identified against which the
Trust can assess its performance at
each touch point. These include our
information/communication and our
staff attitude. Focus groups,
including Trust membership and
service users will be established to
fully test the touch points as a key
milestones for the 2012-13 objective.
Work continues around the creation
of an innovative and potentially
marketing-leading approach to
eliciting service user feedback and
on academic research around
Patient Experience in the NHS.
Opportunities around this for the
future will be explored in 2012-13.