The Christie NHS FT Annual Report & Accounts 2019-20

The Christie NHS Foundation Trust Annual Report & Accounts 2019-20

As result of the COVID 19 pandemic a number of the changes made are likely to remain in place for the foreseeable future, in particular a far greater focus on the home delivery of medicines to patients post an appointment, rather than the conventional model of patients waiting in pharmacy for their medicines to be dispensed. Learning and making quality improvements from patient feedback The Trust has a wide range of feedback mechanisms to enable patients to give us their views on the care and service they receive. It’s of huge importance that we listen to what our patients are telling us, act upon any issues or suggestions they raise and feedback to them on what has happened as a result. Significant feedback is obtained by surveying our patients. This is done on a national level via such initiatives as the National Inpatient Survey, the National Cancer Patient Experience Survey and the Friend and Family Test; and at a more local level via numerous initiatives such as the Trusts monthly patient survey, local surveys and focus groups (often part of service improvement/quality improvement projects), and by larger engagement initiatives such as One Day Every Patient. In addition to these avenues for patients to tell us about their care and experience, we learn and make numerous improvements from the complaints and concerns patients raise and the feedback they give us via our Patient Advice & Liaison Service (PALS). This data is important in the early identification of any emerging themes or common concerns and enables any issues to be quickly and effectively addressed. Our ‘One Day Every Patient’ (ODEP) event was held in early summer 2019, where 50 staff, both clinical and non-clinical, visited inpatient and outpatient departments across the whole trust to listen to our patients experiences of being cared for at The Christie. Over 250 patients told us about their experiences with the overwhelming feedback being extremely positive. 96% of patients rated their overall care 8 out of 10 or better, 95% had full confidence in the staff looking after them, 95% of those who needed emotional support felt fully supported and 89% said they were fully involved in

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