Improving patient care and experience (IPCE) (PDF Poster ...

Improving
Patient
Care and Experience
Author - Betty Paterson, Clinical Effectiveness Facilitator – NHS Forth Valley - betty.paterson@fvah.scot.nhs.uk
Aim: The Improving Patient Care and
Experience Project (IPCE) was introduced
within NHS Forth Valley to establish a true
indication of the ‘Patient Experience’ rather
than the traditional approach of measuring
patient satisfaction.
Key areas of the IPCE framework are:
Engage &
Involve
Patients
Better
Experience
Outcomes: The 2006 benchmark
audit identified various elements within
the ‘Key Areas of the IPCE Framework’
Positive outcomes:
We work well as a
team
We treat you
with respect
and dignity
A
C
T
I
O
N
S
Awareness raising
posters/leaflets advising of
outcomes
Involve patients, front line
staff, Management, and
PFPI members
Action plan targeting
prioritised objectives
Best
Practice
Safe, Clean &
Comfortable
Environment
PATIENT
Treated as
Individuals
Improving
Care
Methodology: In 2006 a benchmark
audit was undertaken aimed at all acute
inpatients. In consultation with
Management, Patient Focused Public
Involvement (PFPI), Practice Development
Unit (PDU) and Clinical Effectiveness, a
survey was designed to appraise the views
of all patients including those with a
physical or cognitive impairment, cultural,
language or literacy needs.
Questionnaires were disseminated by PFPI
members and PDU staff. Where required,
professional facilitation was planned and
made available to enable engagement with
all elements of equality and diversity.
You told us
You are involved in
decisions about your
care
For development:
You don’t know staff
by their uniforms
You told us
You get conflicting
information
Staff had time
to talk
Your room
and toilets are
clean and tidy
It’s not easy
to get pastoral
support
The wards are
noisy at night
The food
could be
better
2007 Re-audit: Findings confirmed
that progress was being achieved on the
key goals for improvement.
2008 Re-Audit: A subsequent reaudit
has been commissioned for 2008
allowing on-going monitoring. Refined
methodologies are planned and will
include the use of “Talking mats” to
enhance patient involvement.
Conclusion: On-going monitoring
together with the continuing consultation
and co-operation of patients, staff and
members of the public have been an
essential factor in the ongoing progress of
delivering positive ‘Patient Experience’ in
NHS Forth Valley.
Acknowledgements – NHS Forth Valley
patients and ward staff; PFPI members;
and staff from the PDU.

MNHS 006
Improving patient care and experience (IPCE)
Author: B Patterson
Lead Contact: Betty Paterson, Clinical Effectiveness Facilitator, NHS Forth Valley, FK1 5QE,
Tel: 01324 678579, E-mail: betty.paterson@fvah.scot.nhs.uk.
Organisation: NHS Forth Valley
A Mutual NHS
Aim:
The Inpatient Care and Experience Project
(IPCE) was introduced within NHS Forth Valley
to establish a true indication of the ‘Patient
Experience’ rather than the traditional approach
of measuring patient satisfaction.
It encompasses elements of Transformation,
Clinical Governance, Nursing & Midwifery,
Patient Focused Public Involvement and Staff
Governance. Key areas of the IPCE framework
are – A Safe, Clean, Comfortable Environment,
Best Practice, Informing and Involving, and
Individuality.
Methodology:
In 2006 a benchmark audit was undertaken
aimed at all acute inpatients. In consultation with
Management, Patient Focused Public
Involvement (PFPI), Practice Development Unit
(PDU) and Clinical Effectiveness, a survey was
designed to appraise the views of all patients
including those with a physical or cognitive
impairment, cultural, language or literacy needs.
An advertising campaign was implemented in
advance of the audit, to inform and encourage
maximum questionnaire completion. Patients
with a stay of less than 24 hours, those seriously
unwell or who had severe communication
difficulties where supported facilitation would
not elicit a true reflection of their opinion, were
excluded. Parents of children less than 16 yrs
were requested to complete the questionnaire
with or on behalf of their child.
Questionnaires were disseminated by PFPI
members and PDU staff.Where required,
professional facilitation was planned and made
available to enable engagement with all
elements of equality and diversity.
Outcomes/Results:
Findings of this benchmarking audit identified
elements within the ‘Key Areas of the IPCE
Framework’ where enhancements could be
developed. Emerging themes included processes
for contacting pastoral services, identification of
differing staff groups, improving hand washing,
reducing noise at night, and clarity of
communication and information. Awareness
raising posters and leaflets advising outcomes of
the benchmarking audit were disseminated to all
Inpatient and Outpatient areas, Front Line Staff,
Wider Executive Management Team, PFPI
members and the Communications Team.
In consultation with Clinical Governance groups,
Senior Management, Front Line Staff and PFPI
members, an action plan was devised targeting
the areas identified as priorities.
In 2007 a re-audit was carried out. Findings
confirmed that progress was being achieved. A
subsequent re-audit has been commissioned for
April 2008 allowing on-going monitoring.
Refined methodologies are planned and will
include the use of “Talking mats” to enhance
patient involvement.
Conclusions:
On-going monitoring together with the
continuing consultation and co-operation of
patients, staff, and members of the public have
been an essential factor in the ongoing progress
of delivering positive ‘Patient Experience’ in NHS
Forth Valley.