Patient Experience

Fab Change DayDoathon Report

What is the issue?

• When people come into contact with health services, they are often feeling vulnerable, confused and out-of-their-comfort zone.

• The role of professionals is both to treat their symptoms but also provide them with reassurance and comfort.

• Focussing on Patient Experience ensures patients don’t just get better; they feel better.

Our Quick win DOs • #STOPTHEJARGON. MDTs, IOL, AAW,

CCU, PAU, NPT – use of acronyms and jargon with patients leaves them confused and intimidated. So stop it!

• Silent observing – sit for 2 hours watching and hearing patient and staff interactions. Make notes and provide positive feedback to staff. There is a lot to be learned by being a people watcher.

• Staff huddles to share patient information rapidly and effectively.

flickr / jonnygoldstein

Our Quick win DOs • 4Ws for our friends the Porters – welcome,

warm, water, warning. Set up a meeting with Head of Portering to introduce the importance of the Four W’s.• A warm welcome, a friendly greeting

goes a long way; ‘Hello my name is’…,• Check to see that the patient is warm

enough• Does the patient need a drink, check

and suggest it,• Warn the patient if they are likely to

experience a bump or unavoidable jolt because of a change in level; crossing the street or in some of the older lifts.

flickr / tamaiyuya

Our longer term DOs

flickr / presidenciamxx

• #FirstFiveMinutes – create a toolkit for capturing patient experience and highlighting key aspects.

• What are the 10 factors to measure and improve the patient experience where you work.

• Create empathy for patient experience by viewing with patient insight. Beg borrow or steal a frailty suit and see for yourself what it’s really like.

• Don’t wait for the next Fab-Change-Day have patient experience days and ask everyone for recent experiences, good and bad, to see what can be learned and done better.

• Have a welcome to our ward / unit / practice, policy and spell out what a ‘welcome’ means.

• Create a positive and patient-centred introduction for patients, using language familiar to them.

• Work with patients to decide what information should be included.

Now: take action• Share with friends on social media:

post a link on Facebook or Twitter

• Share with colleagues: do a presentation

• Be part of the conversation, use the #PatientExperience and #hellothisisme hashtags to keep the conversation going.

• Contact us and let us know what you’ve done on the Fab Change Day website.

Get more information and inspiration at https://fabnhsstuff.net/

flickr / Justien Van Zele