Q1 / In line with our Proud to CARE values to promote the national #HelloMyNameIs campaign instigated by Dr Kate Grainger, terminal cancer patient
All staff to properly introduce themselves to patients. A confident introduction is the first step to providing compassionate care and is often all it takes to put patients at ease and make them feel more relaxed during treatment.
/ Staff across the Trust to have an individual #HelloMyNameIs name badge / September 2015 / Sarah Turner-Saint,
Head of Communications
Sandy Williams, Head of Procurement / All staff will have a badge that is visible to patients/carers to show that we support compassionate care / Badge design developed
Feedback being sought from patients, visitors, public (July 2015)
Requires support from procurement to source
As above / Meetings in the Trust to start with a #HelloMyNameIs introduction session – recommended by caremakers / July 2015 / Sarah Turner-Saint,
Head of Communications / Serve to re-inforce behavioural change / All administrators for meetings, leadership assembly etc to receive targeted communications.
As above / Corporate induction Chief Executive session to include reference to
#HelloMyNameIs / July 2015 / Sarah Turner-Saint,
Head of Communications / All new starters to be set an expectation – no matter what role they have in the Trust they must introduce themselves properly / Slide deck for corporate induction session / Action complete
As above / Host a #HelloMyNameIs
promotion day in the main entrance / October 2015 / Sarah Turner-Saint,
Head of Communications / To target staff, patients and the public to remind them that a compassionate approach starts immediately / Promotional tools for the
#HelloMyNameIs campaign to be available
As above / Create a #HelloMyNameIs video reel for use at staff briefings / Update by March 2016 if required / Sarah Turner-Saint,
Head of Communications / Serve to re-inforce behavioural change / Video available here: https://www.youtube.com/watch?v=DoRMDlG1www / Action complete
As above / Seek #HelloMyNameIs champions for all wards and departments and host champions events / November 2015 / Sarah Turner-Saint,
Head of Communications / Serve to re-inforce behavioural change amongst colleagues / Create a toolkit for each champion to ‘sell’ the #HelloMyNameIs story in their own ward, department, service area
Q2 / Using patient feedback as part of everyday practice / Expanding the feedback methods available to staff by providing a suite of tools to include ‘Top Tips’ / End of September 2015 / Joanne Lacey, Head of Quality Governance / A suite of tools available to staff and ‘Top Tips’
As above / Provide clinical areas with real time patient/carer feedback to influence improvements in care / March 2016 / Joanne Lacey, Head of Quality Governance / Evidence of real time data at ward level
As above / Establish a ‘Learning by Experience’ working group to theme patient feedback identify and recommend key projects / August 2015 / Joanne Lacey, Head of Quality Governance / Minutes of meetings and key projects identified and monitored
Demonstrating that feedback obtained has improved experience / 1) Improving the experience of carers during the acute Bereavement period (adult wards/departments) / End of quarter 4
End of quarter 3
End of quarter 4 / Bridget O’Hagan
Deputy Director of Nursing & Patient Care / - Improved environment in clinical areas, where ‘bad news’ is given
- Development and implementation of a training/education plan to support band 6s & 5s in
- Clinical areas will have a resource file around ‘Bereavement’
As above / 2) Explore the barriers to reducing noise at night through focus groups with patients and staff and refresh the improvement plan. / End of quarter 2 / Jan Roddison, Patient Experience Lead / Patient feedback through national in-patient and local survey indicating improved position
As above / 3) Improving the quality of food for patients / End of quarter 3 / Christopher Tann, Deputy Director of Estates & Facilities / - Focus group discussions with patients and the public around meal time provision – which will drive improvements
- Improvements in the patient survey results and positive patient feedback
Q3 / Improve communication for patients and carers about discharge. To illustrate that a compassionate approach does not end when someone leaves hospital, but that they are given appropriate information to get the help and support they need when they get home – especially in the first few days after in-patient care and treatment. / At pre-admission clinic or on emergency admission to hospital, patients will be provided with a standardised admission pack. This will also include information around discharge plans and post discharge support and contact details
On admission patients are given their Expected Date of Discharge via an information card in the admission pack. / January 2016 / Jan Roddison, Patient Experience Lead
Sarah Turner-Saint, Head of Communications / Patients and their carers will be better prepared for going home, but will continue to feel supported by the hospital and local NHS services / Admission pack currently in production. 90,000 per annum required
Will require extensive staff, patient and relatives feedback
Funding to be sourced through advertising and requires a procurement process for both the funding and call off contract elements
ACTION PLAN DEVELOPED BY: Bridget O’Hagan, Deputy Director of Nursing & Patient Care DATE: 26th June 2015
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