Listening to Patients. OUTPATIENT QUALITY IMPROVEMENT PLAN 06/07. MATRON SARA COURTNEY.

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Listening to Patients.OUTPATIENT QUALITY
IMPROVEMENT PLAN 06/07.MATRON SARA COURTNEY.

• The OPD Quality Improvement plan is based on
  results from-
• December 05/ Jan 06- Outpatient Five Senses
  Study.
• 29 Observational study sessions undertaken by-
  patient volunteers selected through PALS, nursing
  home Matron- older persons specialist, OPD staff
  and other Trust staff- clinical, administrative
  and management.
• Jan 06- Trust PEAT audit.
• Feb 06- RHH OPD Patient Experience Questionnaire.
  Undertaken as part of Essence of Care
  benchmarking comparison group work. Questionnaire
  given out to 47 patients in clinic.
• Mar 06- Patient Satisfaction Survey. Based on
  Quality Health s 2004 survey, but repeated to
  specific patients who had attended Main OPD SMH,
  OPD RHH and EMH RHH. Posted to 325 patients who
  had been seen within the previous week. 51
  return.

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5 Senses Study- Results were very positive
however, priorities highlighted include-

• Dusty Environment
• Clinical smells
• Poor communication with waiting patients
• Personal conversations in clinic
• No introductions
• Privacy and dignity not maintained
• Uniforms
• PALS closed and shuttered 4 days/week
• Request for more Health Promotion information
• Alcohol Gel signage poor

• Wheelchair access/ reception
• Lack of translated material
• Sub wait chairs
• Calling patient names- confidentiality
• Overheard consultations
• Dictating with doors open- confidentiality
• Poor entrance lobbies
• Request for staff photo board
• Queuing systems at reception confusing (SMH)
• No hot drinks facilities (EMH RHH)

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Outpatient Satisfaction Survey- Results were very
positive however, priorities highlighted include-

• Slight reduction in quality of information about
  examination/treatments and discharge
• Few introductions

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Quality Improvement Plan 06/07
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Quality Improvement Plan 06/07
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Quality Improvement Plan 06/07