Patients and families are helping to shape improvements across inpatient services as the Trust’s Real Time Feedback programme expands to all wards.
The programme gives patients the opportunity to share their experiences while they are receiving care, allowing teams to hear directly what is working well and where changes could make a difference.
Results from June show that 89.8% of patients who provided feedback rated their overall experience as good or very good, with feedback also highlighting the kindness, compassion and dedication of colleagues across inpatient services.
The programme follows a successful pilot on wards 33, 2 and 10 and is now being delivered across all inpatient wards.
Lisa, from the Patient Experience Team, visits wards to speak with patients and families about their experiences. Feedback is shared with ward managers on the same day, followed by a report the next day.
This means teams can respond quickly to concerns, celebrate good practice and identify opportunities to improve.
Feedback is already making a difference
Patients have already highlighted areas where small changes can make a positive difference.
On Ward 12, patients told the team they would find more information about the ward helpful. In response, the ward has introduced a ‘Welcome to the Ward’ poster, providing key information including medication, visiting times and other useful ward information.
Patients have also raised concerns about waiting times for MRI and CT scans. This feedback has been shared with Radiology and Care Group teams to review and identify actions that could help reduce waiting times and improve the patient experience.
As well as responding to individual issues, feedback is reviewed to identify wider themes. These are shared with care groups, executives and the Trust Board through the Quality Committee, helping to inform improvements across our services.
The Trust’s Patient Experience Team is continuing to visit wards and listen to patients and families throughout their care.
Thank you to all colleagues and wards who have supported the programme so far and responded so positively.
Real Time Feedback is an important part of the Trust’s improvement journey.
By listening to patients and families, acting on what they tell us and recognising what is already working well, we can continue to improve the experience of people receiving care across our hospitals.
More recent feedback and findings will be shared in due course.