caring Communication

in the area such as the Picker Institute, the
Southampton NHS Trust and the excellent
work of our volunteer’s service and patient
advocacy department, will ensure the
patient voice is heard and the feedback
is used to improve the patient
experiences when coming to Tallaght
Hospital.
“The entire initiative is a very
practical example of how at Tallaght
Hospital we are all about
‘people caring for people’. This process
is invaluable in ensuring that we
continue to meet the needs and expectations
of our patients and I would like to thank all
involved for their excellent work.”
Dr Daragh Fahey, Director of Quality Safety
& Risk Management, Tallaght Hospital, said
hospital management and staff are continuously
looking for ways to improve the patient
experience at Tallaght Hospital.
“These surveys will give patients an influential
voice in this process and capture insights
and improvements that are not always obvious
to staff who use the facility every day.
The routine collection of such input is commonplace
in the British National Health Service
and we are delighted to be introducing it to
Tallaght Hospital. This is yet another way for
Tallaght Hospital to demonstrate its commitment
to patients and their welfare.”
Carol Roe, Manager, Tallaght Hospital
Volunteer Service said, “The feedback from
all the volunteers involved in this process
has been excellent. The patient survey is a
wonderful initiative – asking our patients, who
are our customers, is an example of how seriously
Tallaght Hospital is trying to improve
patient care. The patients we spoke to during
the process really appreciated being asked
for their feedback and being able to have a say
in what services they would like to see in the
hospital.”
Dr Susan O’Reilly, CEO of the Dublin Midlands
Hospital Group said, “Tallaght Hospital
is clearly leading the way in patient advocacy.
The programme will be a very useful example
for shared learning with all hospitals within
our Group. I would like to acknowledge the
work and commitment of David and his team
and I look forward to hearing and seeing the
positive impact it will have on the patient experience
into the future.”
The surveys are guiding improvements
including:
• Improved hospital signage to make it
easier to navigate the building
• Increased clinics and list validation procedures
to reducing outpatient waiting times
• Increased information on Departments for
patients to review before attending for their
outpatient view
• A review of Pastoral Care services to
increase the number of people available to
patients to talk to them about their concerns
and fears
• New uniforms for volunteers for easier
identification by patients looking for information
These improvements should lead to a
greater level of patient satisfaction as they
use our services and they also provide a base
line performance level for future analysis and
improvement.
Tallaght Hospital plans to undertake four
more surveys with different questions in 2016
in the X-Ray Department, the Emergency
Department, Paediatric Inpatients and Paediatric
Outpatients.
Tallaght Hospital Volunteers
Service
The Tallaght Hospital Volunteer Services
Department has been running since the doors
of the hospital opened in 1998. Originally our
volunteers showed patients coming to the
new hospital where to find their clinic or a
ward to find their loved one.
As our hospital has grown so to, has the
unique contribution our volunteers make
to our patients healthcare journey. Each
volunteer at Tallaght Hospital plays an indispensable
role in enhancing the experience
our patients, their carers and visitors have
during their time with us, whether it is for a
brief or extended period of time. In addition
to an array of support services, our volunteer
programme particularly through the
Volunteer Coffee Shop raise funds which are
invested back into programmes within the
hospital that benefit of patients. Just some
of the initiatives supported by our Volunteer
programme include a library service, pastoral
care, play therapy, patient engagement, student
volunteering, meet & greet volunteers,
artist volunteers and now patient-survey
volunteers.
If you would like to find out more about the
Volunteer Services, please contact Volunteer
Services Manager Carol Roe on: Volunteerservices@amnch.ie
OPPOSITE PAGE LEFT: Dr Philip Crowley, volunteer
Maureen Callan and Peter Tyndall, ombudsman, at
the special Patient Survey Showcase event held at
Tallaght Hospital. OPPOSITE PAGE right: Student
volunteer Megan Dowdall and Tallaght Hospital
board member Anna Lee at the showcase. CIRCU-
LAR INSET: Volunteer Teresa Quinn at the Tallaght
Hospital showcase event.
spring 2016 | health matters | 47