Dignity in care

Stand up for dignity - Complaints: Ideas you can use

• Provide clear complaints information at the startOpen

  When people are admitted, provide a booklet, leaflet or information sheet that gives clear information on how they can complain if they are unhappy about the service they receive.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Caterham Dene Community Hospital, where an information booklet is provided as part of the hospital's admissions process. This booklet includes a section on how to complain if they are unhappy with the service that is provided to them.

  Staff are made aware of how to deal with complaints through the PCT complaints policy and associated training. The matron is based on the ward and can easily be accessed by staff for support.

  For further information contact Eileen Clark, Service Manager. Tel 01737 214846. Email eileen.clark@eastsurrey-pct.nhs.uk.

• Get electronic feedback to improve servicesOpen

  Use portable electronic devices to ask people who use services for their feedback - their responses can be automatically downloaded to a secure server, then collated, analysed and used to identify ways of improving services.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Care UK - they view suggestions and complaints as essential for improving customer care. Key to their approach is early identification and rectification rather than reacting after patients have complained. They use live electronic measurement of patient satisfaction (54kb PDF file). (Mona sending replacement  file to upload )

  • Staff ask patients for feedback and, where appropriate, bring portable devices to the bedside.
  • The patient reads the questions, and answers by pressing the appropriate buttons, which takes 15 - 20 seconds.
  • All responses are automatically downloaded daily to a secure server and information from across the entire hospital/trust/region is collated and analysed.
  • Reports are created and automatically emailed daily (or weekly) to the relevant managers, with each report relating to that manager's specific area of responsibility.
  • The information contained in the ward/department reports is used as the basis for weekly staff meetings. Members of staff are kept up to date with patients' views and current issues, and are encouraged to suggest ways of improving performance. This encourages participation.

  For further information contact Mona Van Wyk, Nursing Services, Specialist (Nursing Director), Partnership Health Group. Email mona.vanwyk@careuk.com.

• Use questionnaires to identify concerns before they become complaintsOpen

  Get feedback from the people who use your service and from the staff that provide it through questionnaires designed to identify where standards of best practice are being met and where they are not. Then take action to improve the areas identified as poor.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Addenbrooke's Hospital, Cambridge University Hospitals Foundation NHS Trust. The hospital wanted to ensure that inpatient wards were meeting the requirements set out in the Addenbrooke's Standards of Privacy and Dignity (142kb PDF file), which were developed by the Essence of Care subgroup.

  An audit pack containing the Addenbrooke's standards, six patient questionnaires and a ward manager's survey were completed in 35 wards across the trust. The findings demonstrate where best practice is being achieved against the standards set out, and generated a number of recommendations for the trust to implement.

  For further information contact Lyn McIntyre, Assistant Chief Nurse. Tel 01223 256221. Email lyn.mcintyre@addenbrookes.nhs.uk.

• Ask people whether they are satisfied with your service to help you improve on privacy and dignityOpen

  Use a questionnaire to find out where best practice is being achieved and to highlight areas where practice could be improved. Develop an action plan to address the areas where service improvement is needed.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by the West of Cornwall Primary Care Trust. The trust conducted a patient satisfaction baseline audit (180kb PDF file) with regard to privacy and dignity within the Minor Injuries Unit based at Cambourne & Redruth Community Hospital.

  For further information contactJane Goldsworthy, Development Manager Communications. Email jane.goldsworthy@ciospct.cornwall.nhs.uk.

• Make a better first impressionOpen

  Taking the trouble to make a good first impression is a sign of respect. Look at the first impression you are making in relation to:

  • The letters you send
  • The attitudes of your staff
  • The environment you provide.

  Consider how these could be improved.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Stockport NHS Foundation Trust. In 2004 they established 'First Impressions' - an initiative to improve the dignity and respect shown towards patients via a campaign which centred on a patient's first impressions of the hospital.

  They took the top three issues raised by patients in the national patient satisfaction survey - patient correspondence, staff attitudes and the environment, and set about improving them.

  Patient correspondence - Letters are often the first point of contact for the patient with the trust and should provide information in a reassuring, timely and accurate manner. The First Impressions work led to improved standards for letters as well as for the general information sent out to patients prior to coming into hospital, and the same information in video format on Patientline.

  Staff attitudes - The trust has developed 'Dignity and Respect standards' and staff have received training in how to meet them and how to train colleagues. They are:

  1. A tidy and professional image
  2. Personal introductions
  3. Listening and informing
  4. Taking responsibility for patients and customers
  5. Valuing staff and being a role model
  6. Telephone standards
  7. Treating patients according to their needs and beliefs

  Large posters depicting these standards are placed around the trust with a telephone number inviting the public to let us know how we are doing.

  The environment - The public areas of the hospital were improved, including the appearance of the corridors, public toilets, waiting areas, entrances and outside areas.

  For further information contact Judith Morris, Deputy Director of Nursing, Stockport NHS Foundation Trust, Tel. 0161 419 4049.

• Empower patients and the public to carry out regular inspections of servicesOpen

  Invite people from outside the service to gather feedback from the people who use it. Their insights of patients and members feedback should offer a different perspective to that of professionals.

  This idea can be used in different settings – so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Cornwall & Isles of Scilly Primary Care Trust. Forms are completed to record some of the information and less formal notes are taken on patient stories and on staff comments. The team take their time with people in order to make them feel at ease and to encourage them to speak freely. The team observe and record concerns and monitor whether issues from the previous visit have been addressed, they also interact with hospital staff about practices and procedures.

  The team reports go to the Quality and Service Improvement managers and to the Board of the PCT and recommendations are made as a result.

  For further information contact Derris Watson, derris.watson@btinternet.com

Bookmark and share

What are these? DEJI