Nurses Day! - Birmingham Children's Hospital

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Figure 31: SMR Funnel Plot February 2013
250
200
150
Marker by
TRUST NAME
Color by
Alert Level
Amber
Green
Shape by
Peer Flag
Pre-selected Peer(s)
Your Organisation
What are people talking about? This Word Cloud
demonstrates by their size the most frequently used
words in all the patient feedback we received in
2012/13. The larger the word, the more frequently it
has been used.
RRM
100
50
0 20 40 60 80 100 120 140 160 180
Number of Expected Deaths
Patient Feedback
Listening to what our children, young people and
their families tell us about their experiences at BCH
and their views about our services is vital in making
sure we continue good practice, and make changes
where improvements are needed.
It is really important that we gather this feedback in
lots of different ways so we can make sure we are
taking account of everyone’s views. We call this
our Patient Experience Toolbox, and we load all the
information we obtain into our Patient Experience
Database which helps us identify themes or areas
that need closer attention. It also helps us make
sure that we can let our staff know when we receive
really good feedback.
The toolbox includes patient surveys, quality
walkabouts, patient stories, mystery shoppers,
focus groups, feedback cards and direct feedback
like letters and comments. Combining this
with information about patient experience from
other sources – such as PALS contacts and
formal complaints - provides an overall picture
of individual wards and departments and of the
whole Trust. It also helps us see what we do well
and identify areas for improvement. As a result of
this work we have set new quality objectives and
made service improvements in areas like food,
play, communication, environment and patient
information.
As well as looking at what we need to improve,
it is also important to look at what patients and
their families tell us we do well. This provides vital
learning about how we can improve other areas,
and it is important to take this into account when
we are thinking about changing something. Sharing
positive feedback with staff about the work that they
do also supports and motivates them to deliver the
highest quality of care that they can.
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