Patient Experience

The creation of a customer-orientated organisation is an integral part of our continuous quality improvement process and is in line with organisation strategy.

We actively encourage patient feedback, as it is believed that the Voice of the Patient is especially important in determining their needs and their perception of the service we deliver. We must never lose sight of the fact that our patients are the most important judges of the quality of care and service we deliver and that they pay attention, not only to the service or care being given directly to them, but also to support services.

Most importantly, we must not only hear but also act on the Voice of the Patient, interpreting what we learn and then translating them into specific action plans at all level of the organization whilst continuously asking ourselves are we meeting the needs of the patient.
We currently demonstrate our patient focus through a number of initiatives including:

• the establishment of our Patient Forum in 2009
• the use of user-friendly comment feedback process
• daily rounds by senior nursing staff who speak directly with patients
• a well managed formal complaints process.

 

We actively follow up on complaints and suggestions for improvement and share with staff, positive and negative comments made by patients. We also provide patients with information via our Website and through leaflets and brochures. We continue to review, monitor and identify trends from feedback received as we seek to understand the needs of our patients on an ongoing basis. Our weekly Customer Feedback and Quality Events (CQE) meeting, which is attended by The Chief Operations Officer, Director of Nursing, a representative from Clinical Services, Director of Support Services and Director of Quality, constantly review feedback and identify gaps in customer service.