Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Business Reviewl actions to improve patient experiencedirected by the Patient ExperiencePerformance Committee, includingpatient experience templates, friendsand family test, patient informationl monthly action plans from wards toaddress patient feedbackl one-to-one interviews for examplerelating to end of life with identifiedactions taken through the End of LifeCare Steering Boardl focus groups, patient diaries andpatient shadowing to understandthe patient perception and respond,including improved written informationand staff education to ensureimproved communicationl Carer and Young People’s Forumresulting in a carers informationsheet and staff education on theyoung person’s perspective throughpreceptorship trainingl Patient Opinion and NHS Choicescomments now being directed, andwhere necessary investigated, withreplies provided within set criterial stakeholder events have included widestakeholder and partnership agenciesto inform the patient experiencestrategy and learning disabilitiesevents, with actions including thedevelopment of a friends and familytest for those with learning disabilitiesin partnership with BournemouthPeople Firstl NHS Change Day to enable staff andvolunteers to pledge their support toimproving the patient experience andto gather patient experience feedbackl working in partnership with LINks hasresulted in an enter and view visit, aleaving hospital survey and an actionplan to address the issues from ayoung person’s survey across localsocial and healthcare that “a problemhas to fit in one box”Service improvements followingpatient surveys and CQCreportsMedication safety within the Trustcontinues to be monitored followinga visit from the CQC in 2011. Specificaudits were completed and reported intothe medication incident review group.A project for improving medicationadministration began in March 2013 andwill continue into the new financial year.The ward scorecard was developed for allward areas and units to be able to reviewtheir data against set goals for example,medication incidents, or falls or numbersof complaints. This enables teams to seethe impact of the care they are delivering,and review and improve accordinglyincluding against patient surveys andfeedback. Results and actions againstthis are displayed in the ward and unitareas for the public to view. They areupdated every quarter.A ward staffing review against nationallyset Royal College of Nursing guidancefrom 2010 and 2012 has been completed,to ensure safe staffing levels on wards forpatients on wards.An audit of noise at night was performedby the governors as a deeper reviewfollowing patient survey results (resultswill be available in July 2013).Patient safety walkrounds occur everymonth with members of the board toexamine areas of the Trust in detail. Theyalso give have an opportunity to raiseissues directly to senior staff for supportin enabling and empowering them todeliver optimum patient care. Actions arerecorded by the risk team and logged forimprovement.Volunteer numbers have been increasedand extended training provided to supportbedside companions who give bedsidesupport for patients, including using theTV system Hospedia to support mealsordering at the bedside in line with theCatering project to improve the mealtimeexperience. The bedside companionsalso spend time talking and listening to36Annual Report and Accounts 2012/13