January 2012 - Sandwell & West Birmingham Hospitals

Trust Objectives 2011/12
SWBTB (1/12) 266 (a)
Ref. Objective Measure of Success Baseline
(2010/11)
experience improvement
themes/topics and corporately
plan and deliver the action.
Ensure external views are fed into
internal feedback systems.
To deliver CQUIN target for
patient experience improvement.
To measure behaviours against
Trust Promises.
To develop an approach to
‘customer care’ training.
Summary Position as at end of Quarter
Three (December 2011)
Net promoter index included.
Reporting to TMB monthly.
Red /Amber
/Green
Assessment
2.2 Continue to embed Customer
Care promises.
JK
Refresh the customer care
promise action plan in line with
the feedback from Hot Topics.
Regular analysis of patient survey
results and complaints by
customer care promises.
Revised recruitment, induction
and appraisal processes focusing
on customer care.
In the last quarter a Customer Care Promise LiA
event has been held for the Imaging Division
with best practice being identified and ideas
developed to further imbed the promises
within the division and the potential to roll out
new ideas across the Trust.
Plans are also being made with the heads of
nursing to raise the profile of the customer care
promises in the clinical environment.
4
2.3 Improve the care we provide to
vulnerable adults.
RO
Ensure systems and processes for
vulnerable adults are embedded
in all clinical areas – including
Deprivation of Liberty,
Safeguarding, and Mental Health.
Deliver level 1 and 2 training
targets.
Relevant policies are in place.
Delivery of targets set within
dementia action plan.
Establishment of domestic
WMQRS visit – positive feedback
Task and Finish Group for Nutrition, Privacy and
Dignity working well.
Action plans shared with the Trust Board.
Pressure damage/falls continue to reduce in
number and severity.
Nutrition audits improving.
4
Page 8