Patient and public representatives who volunteer with Noble’s Hospital have today been recognised for their contribution to improving the quality of services for patients and visitors.
Members of the Patient Experience and Quality Committee have been instrumental in taking forward a number of initiatives in recent months, including:
• A complete revision of the guide to a hospital stay for patients
• The creation of a Visitors’ Charter, a review of information for visitors, and changes to ward visiting hours
• Assisting with the development of a Customer Experience and Engagement Strategy for the Department of Health and Social Care, including establishing nine principles for public engagement
• 2-hourly care and comfort rounds on the wards
• Bi-weekly patient safety walks
• Collection of 150 patient experience surveys each month
• Completed ‘Sit and See’ observations on all the wards
• Delivery of customer service training to staff.
Minister for Health and Social Care, Kate Beecroft MHK, said: “There are a large number of people who kindly volunteer their time for the DHSC and whilst some are very visible to the public, such as our Welcomers, there are also those who work quietly behind the scenes. The Patient Experience and Quality Committee is one such group.
“As a Department we recognise the contribution that service users and the public can make to our work and we look to foster genuine partnerships. The initiatives the Committee has driven forward over the past 12 months are proof of the real impact the public can have on how we serve patients and visitors alike. It is refreshing to see truly collaborative working between staff and the public. This approach and shift in culture over many years is increasingly embedded in all that we do. I would like to place on record my thanks to both the staff who have spearheaded this approach and of course to the members of the Committee for their excellent work.”
The Committee has existed for a number of years and has led initiatives such as raising awareness about the importance of hydration, patient safety, and infection control. Norman Kneen has been Chair since 2011 and is standing down soon, but will continue to contribute the work of the committee.
Norman said: “I have been involved in a number of areas of the health service as a lay and public representative for many years now. It’s rewarding to work with staff – healthcare assistants, nurses, doctors, allied health professionals etc. – and to be able to give them insight on matters from a patient’s perspective. The team at Noble’s Hospital are always open to new ideas and very much involve us in every way they can. We all want a safe, effective and efficient health and social care service and we view our role as one of supporting hard working professionals in their endeavours to deliver exactly that. It’s a very modern and healthy approach to how services should be developed – putting those that use them at the heart of the process.”
There are currently 12 members of the Patient Experience and Quality Committee but Jayne Kerruish, Senior Nurse Patient Safety and Quality at Noble’s Hospital, said they are always on the lookout for new volunteers: “I’ve worked with patient/public representatives for a number of years and have always valued their input. It really is one of the best parts of my job. They bring a different perspective and a sense of energy and drive. That shows in the initiatives we’ve run over the past several years and with the work the Committee has completed over the past 12 months.
“Ultimately we seek to improve how we care for patients and the Committee plays a vital role in helping us to raise our standards. Today is the ideal opportunity to showcase the diversity of opportunities for patient/public representatives at Noble’s Hospital.”
Anyone who would like more information about volunteering as a patient/public representative with Noble’s Hospital can contact Jayne by telephoning 650763 or by emailing firstname.lastname@example.org.
Photo - Outgoing Chair of the Patient Experience and Quality Committee Mr Norman Kneen with other members of the Committee, senior officials from the DHSC, and senior nursing staff from Noble’s Hospital.