Last week, Leapfrog’s Laura Wareing and Rosendy Galabo met with patient experience staff in the Families Division at Blackpool Victoria Hospital to gather their views and ideas around capturing information from patient experience and translating it to influence and inform reporting and decision-making. Six members of the hospital team attended, reinforcing some of the ideas we had discussed in the first workshop with Leapfrog’s main contact Becci Addey, Pediatric Patient Experience Officer, and which provided us with some new ideas and information.
We talked about some of the most successful examples of engagement work and reporting that has already taken place in the hospital and the different measures the performance of the services is measured against; such as KPI’s set by the CCG (Clinical Commissioning Group), outcome measures and nursing care indicators.
Pauline Tschobotko, Head of Service and Louise Dowell, Clinical Governance and Quality Manager explained how they use a ‘Dashboard’ in their reports that to show different measurements, such as responses to the Friends and Family survey, number of complaints, number of people attending etc., on a traffic light system style table. Beneath this on the page, they will sometimes include qualitative information, which Pauline referred to as ‘sound bites’ to support the information. For Pauline this is text-based, but Louise has also included photographs of Becci’s engagement work, which she believed worked really well.
Pauline had some interesting viewpoints and ideas, which were aligned with the purpose of the Rigorous Stories project. For example, she talked about how increasingly the CCG’s like to hear the stories as it gets ‘the voice’ of the young person in the room but it’s harder to do that when just presenting numbers. She talked about the importance of Becci’s patient experience role, saying “if do not get down to the level that Becci works on to understand what people do and how they respond to services, then you will never be able to make changes”. She talked about the challenges of delivering a soundbite to a group such as the Trust board or the Divisional Performance Review, saying that it needed to be “crisp, smart and memorable because people are busy and they do not need the full story”.
Pauline talked about how she is currently working with the director to look at the reporting arrangements for the Families Division and how the work with Leapfrog could feed into it. She talked about how felt that understanding the patient’s story on the Children’s Ward is key to understanding and that when the Families Division get it right, a lot can be transferred to the rest of the population because other people need their story telling too.
Pauline thought that the lessons learned were important for to include in the soundbites because every organisation needs to know when they could have done better and it protects the young people. Becci already produces a Lessons Learned display for display and presents this in the Young Peoples Ward. This is aimed at the young people but it was agreed that it would need to change for the different levels in the hospital and this should that communications should loop around to inform the young people about what happens to the display. Perhaps a Leapfrog tool could be created to enable this to happen?
Diane Stewart, Head of Targeted Services for Children, Andrea Graham, Patient Experience Officer and Isabel Spencer, Ward Manager joined us for the second half of the workshop and talked about challenges of translating the evidence for clinical staff, who really do not have much spare time but are the group who can directly deliver changes to their services. They talked about the challenge of selecting the right message and making it valuable. Together we thought that the staff Facebook page and the newsletter would be a good place to share a message. We then talked about how those messages could be based on the Friends and Family Test results, stories from the patients and supported by images.
To complete the meeting, we talked about two emerging ideas for new tools that had come from the first workshop with Becci. Both were positively received, particularly the Stats and Stories tool, which they felt could help build a picture over the year of how they hospital services were improving and would help staff write reports. The second idea, ‘Snap Shot’ a Twitter inspired one-page news feature, may be was considered more appropriate for the Victoria’s Voice young people to adapt to and make into a ‘reporting back to’ young people’s tool. We meet with Victoria’s Voice next week to develop this.