Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Quality ReportReal time patient feedback (RTPF)‘Real time patient feedback’ is an inhousesurvey with data collected withhand-held terminals. RTPF is facilitatedthrough the Trusts trained volunteersand public governors. Patients are askeda series of standard questions throughface to face interviews and patient storiesand views collected. The survey datacollection process managed by the Headof Patient Engagement and data analysisis provided by an external provider whichis currently commissioned to provide theservice.The RTPF surveys are specific to theareas where patients access servicesincluding ward inpatient areas, theEmergency Department and outpatientdepartments. The surveys have beencustomised for their areas. The resultsare shared, with access for all clinicalareas involved, and will be incorporatedinto their clinical dashboards which arecurrently in development. Actions forimprovement of these methodologiesis currently through directorates and areview of this is currently in progress. Thisservice is also available online.Working in partnershipDuring 2012/13 the Trust has developedstronger partnerships with carers forums,local schools and LINks).The Trust has welcomed the opportunityto work with Bournemouth LINk on anumber of quality reviews this year.Bournemouth LINk have undertaken thefollowing projects:l “A problem has to fit in one box”- Research with young people inBournemouth. LINk undertooka survey of young people inBournemouth, including young carers,asking them for comments abouthealthcare services that they hadaccessed or were available. The report(issued in January 2013) provided theTrust with some very helpful feedbackand the opportunity to widen ourunderstanding of the needs of youngpeople locally. An action plan hasbeen developed around the responsesreceived and implementation willbe coordinated through the TrustSafeguarding Committee and PatientEngagement Team.l “Enter and View” - LINk visitedtwo inpatient wards at the RoyalBournemouth Hospital in January2013. LINk were able to observepractice and talk to patients, carersand visitors about their care andtreatment and gain feedback abouttheir experience of the Trust. Theresults were fed back to the Directorof Nursing and Midwifery andsubsequently shared with ward staff.LINk (Healthwatch Dorset from 1 April2013) have also been invited to comeand discuss their report at a TrustClinical Leaders meeting.l “People speak out” - LINk undertooka survey in January-February 2013of the views of hospital leavers. Astandard survey form was used andasked patients to comment abouttheir discharge experience. 500 surveyforms were given out with a responserate of 16.4%. It was positive to hearthat 91% of people responding saidthey were happy with the informationthey received on discharge. Howevera number of actions to further improvepatients’ experiences were identifiedand these are currently beingprogressed as part of the Trust’s widerPatient Engagement Strategy.The Trust has also held a number ofstakeholder style events in 2012/13including a public feedback event in May2012 and a learning disability feedbackevent for patients with a learning disabilityand their carers. A public and staff eventwas also held in March 2013 on NHSChange Day with feedback from patientsabout the care they had received andimprovement pledges from staff.Annual Report and Accounts 2012/13 87