Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Quality ReportImproving patient experienceMeasuring patient experience isparamount for the provision of a highquality service. It is important to ensurethat patients and the public are givenopportunity to comment on the quality ofthe services they receive.The Trust undertook a detailed reviewof patient engagement and patientexperience arrangements in July 2012and presented a report to the PatientExperience and CommunicationsCommittee (a sub-committee of theBoard of Directors).The current status of patient experiencework at the Trust can be summarised inthe following areas:l Trust level benchmarking -e.g. national annual inpatient andoutpatient surveys, cancer patientsurveys, Patient Reported OutcomeMeasures (PROMs) collectedlocally but reported nationally,Commissioning for Quality andInnovation (CQUIN) PaymentFramework patient experiencequestionsl In year progress on nationaland local priorities and internalbenchmarking - e.g. patientexperience cards, real time patientfeedbackl Rapid identification of emergingissues - e.g. real-time patientfeedback, Adverse Incident Reportforms, patient comment cards, trendsin formal and informal complaints,issues raised by letters andcompliments from patients, carers,relatives and the public, suggestionbox feedback, web based free textcomments, ward scorecards, staffsurveyl Personal Insights - e.g. mysteryshopper, patient stories, NHSChoices, letters and compliments,video vignettes, patient diaries,experience based design interviewsl In depth reviews - e.g. Focus groups,local surveys, stakeholder events,local forums e.g. young persons,learning disability, dementia and carereventsl Education - e.g. patient story bypatient at induction training, carerstory by carer at induction, patientstory by patient at Board of Directors’meetingsl Specific project groups - e.g.Learning Disabilities, Dementia,Medicine for the ElderlyPatient experience activity embracesdiversity in its entirety within all itsactions, for example key stakeholdergroups for patients and carers andthe carers forum. There is a Trust’scommitment to the diversity agendawhich is also represented in the TrustStrategy and by the Trust through its StaffHealth and Wellbeing Group.National Inpatient SurveyThe annual national patient survey is:l a public determinant of patientexperiencel a regulatory measure performanceanalysed by the CQCl a local performance measure includedin the CQUIN for our commissionersThe Care Quality Commission InpatientSurvey was undertaken in July 2012. Thesurvey, the 10th annual national inpatientsurvey, included the results from 156trusts based on 64,500 patients over theage of 16 years surveyed. There were 70questions in the survey that relate to thepatient experience, and 61 are included inthe results. The sample was taken in July2012 of patients who had spent at leastone night at the Trust.The Trust discharged 2,598 patients inJuly 2012, of which 850 patients wereidentified as eligible for the survey. 461patients returned surveys, a responserate of 55% which is against a nationalaverage of 48% (aggregated from69 trusts using the Picker Institute toadminister the surveys).82Annual Report and Accounts 2012/13