COMPASSION This is why we joined our profession – to help make a difference to those who need us most, often at their most vulnerable time. Review the recruitment process in the Trust to ensure we recruit staff with the right ethos and attitudes Work with our local Universities to ensure we recruit the right students for the nursing and midwifery profession Continuously review and feedback to our Universities when student nurses and midwives are not up to our standards Support and mentor our new nurses and midwives Set out clear expectations to all our new nurses and midwives Use our performance dashboard to report and drive improvements in the care we deliver Simply not tolerate care that is not delivered in a compassionate way. September 2014 At the end of June 2014 the 6 position is as follows: Review of the recruitment process - complete University links strengthened New Band 5 Competency workbook agreed Induction reviewed Director of Nursing input achieved Performance dashboard in pilot format COMMITMENT The nursing and midwifery team is committed to really deliver the challenges ahead to ensure we give great care to patients. Be committed to our patients and always take the opportunity to improve the experience they have Work with other disciplines and the public to drive up standards of care by being involved in service developments Use all feedback obtained from our patients and clients to inform improvements in care Always take action when we observe behaviours or practices that we believe are unacceptable and detrimental to the well-being of our patients and carers Support this strategy, making it real for all and therefore enabling us to meet the health, care and support challenges ahead. Completed to roll out September 2014 Continual reinforcement At the end of June 2014 the 6 month position is as follows Ward Manger KPIs agreed as part of F&FT Quarterly Patient Experience reports Behaviours reinforced at Induction Process for raising concerns agreed and in place
PATIENT EXPERIENCE This is about improving the experience, as described by our patients, when using the service for any reason. • Listen and act upon the feedback we receive from our patients, families and carers to improve the care we give • Be open, transparent and professional at all times • all patients and clients with humanity, dignity, kindness and compassion • Work in partnership by developing a unique supportive relationship with pregnant women and their partners to achieve a positive transition to parenthood Completed with schedule in place At the end of June 2014 the 6 month position is as follows: Clinical Rounds underway Engaging with all groups to obtain feedback Governors training re recruitment complete Sit and See training complete Healthwatch visits underway – positive reports
CARE Direct patient care is what determines the quality of service our nurses and midwives provide to our patients and will be the one aspect of their experience that will live long in their memory. We will always: • Put patients first • Treat patients with dignity and respect and deliver care in a kind, compassionate and respectful way and be sensitive to people’s choices • Develop relationships with our patients that involve better listening and decision-making – “no decision about me without me” • Continue to support the National Dementia Strategy to improve care to this growing group of patients • Deliver care which meets the individual needs of all our patients, including: single-sex accommodation; adequate food and drink; effective pain management; always considering inclusivity and personalisation • Encourage our inpatients to use the real time patient feedback available to them to enable us to respond to any of their worries and fears immediately. Reviewed by HONs/Matron monthly At the end of June 2014 the 6 position is as follows: Utilising the feedback from our patients to improve care Patient stories at Board Complaints reviewed being fed back at inductions and training Nursing Assistant training being reviewed as to regular updates
COMMUNICATION Engaging with our patients and their friends, family and carers is essential to ensure we understand their experience throughout their patient journey. Listening to experiences will help us maintain high quality patient care and also help us to learn where improvements can be made. We will: • Use our patient stories and feedback to monitor and improve what we do • Use a range of methods and sources proactively to capture our patient feedback, which includes diverse and hard to reach groups • Embed the cycle of feedback, action and audit so that change happens and improvements are delivered • Look at the whole patient journey and use models of feedback to explore patient pathways and overall experience • Develop a carers strategy to ensure carers are involved in the delivery of care to loved ones Patient stories now at board and other meetings First draft of carer strategy completed At the end of June 2014 the 6 month position is as follows: Patient stories at Board Use clinical rounding in audit cycle Use structures – Governors to follow a journey in “patient journey week” planned for the next 6 months Carers Strategy- first draft complete