Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Quality ReportThe progression of action plansare monitored through the ClinicalNurse Specialist working group andsubsequently the Cancer PatientExperience Group chaired by the patientexperience lead clinician. A furthernational Cancer patient experience surveyis in progress and another focusing onchemotherapy is being undertaken.Trust patient survey cardResultsPatient experience card (PEC)In addition to responding to nationalpatient surveys, the Trust has an internalpatient experience card which is availablefor all inpatients and outpatients tocomplete. The cards are available in allareas for patients, relatives and/or carersto complete. There are 11 questions onone side, chosen in parallel with the CQCand CQUIN questions. The other side is afree text space for qualitative comments.The results are available to all staff andare collated and fed back quarterly to allparticipating areas.In 2012/13, 63% of patients completingthe patient survey card rated the Trust as“excellent” and 98 % said they felt safewhilst in our care. (The 2012/13 resultsrelate to March 2012 to December 2012data only as the PEC questions wereamended in January 2013).Friends and Family Test (FFT)using the patient experiencecardsThe implementation of the Friendsand Family Test (FFT) has been rolledout throughout the Trust to meet thecompliance requirements from theDepartment of Health. All patients whoattend the Emergency Department andthose who stay in a ward overnight withinthe set criteria are offered a PatientExperience Card to complete the FFT.There is an expectation that all clinicalareas will be included from October 2013.The PEC reporting template has beenredesigned to ensure that staff have clearvisibility of the FFT score in addition tothe survey questions. Training sessionson the FFT has been widely available tostaff from large group sessions includinginduction and preceptorship training, toclinical leaders and senior nurses to smallward based and individual sessions. Animplementation plan has been activatedand wards are aware on a monthly basisof their compliance data. Each clinicalarea has been visited daily to providesupport and advice.Excellent ...................................................................................Poor10 9 8 7 6 5 4 3 2 12010/11 62% 17% 11% 3% 1% 2% 0% 1% 1% 1%How would rate youroverall visit?2011/12 63% 16% 11% 3% 2% 1% 1% 1% 0% 2%2012/13 63% 17% 11% 3% 2% 1% 1% 1% 0% 1%2010/11 71% 12% 7% 3% 1% 2% 1% 0% 0% 1%How likely would yoube to recommend us?2011/12 73% 11% 8% 2% 1% 1% 0% 0% 0% 2%2012/13 74% 11% 7% 2% 2% 1% 0% 1% 0% 2%86Annual Report and Accounts 2012/13