Listening to our patients

Nurse listening to a patientOne of the Trust's core values is treating patients with respect, dignity and courtesy, and making sure they are well informed and involved in decisions about their care. We always have time to listen. 

Patient feedback plays an important role in helping us to improve, which is why we continually collect and act on it.

In 2016/17 the Trust received in excess of 10,000 patient comments, more than 90 per cent of which were positive. In the monthly Friends and Family Test, an average of 96 per cent of patients said they would recommend our hospitals for treatment. Negative feedback is uncommon, but plays a valuable role in identifying where improvements can be made.

During this year, the Trust scored well in the national inpatient survey, national young people’s survey and national cancer survey. Highlights include:

  • 99 per cent of inpatients described their ward or room as being clean
  • 96 per cent said they had enough privacy and dignity when being examined
  • 94 per cent of adult inpatients, and 96 per cent of parents of child patients, rated the care received at seven or more out of 10.

An increasingly important feedback mechanism for patients is social media, as it allows them to share their thoughts with other people in real time. The Trust’s communications team monitors feedback on Twitter and Facebook, responding appropriately. In 2016/17, 96 percent of comments about our care were positive.

Improving patients’ experience

Compassionate care programme

This programme, run in collaboration with the Royal College of Nursing (RCN), is now in its fourth year and is designed to support Band 6 and 7 nurses to build leadership skills and improve the care offered to patients and their families.

The programme is built around Appreciative Inquiry, a philosophy for promoting positive organisational change. It is underpinned by practical experience and supports nurses to identify areas for improvement in their team or place of work, and to think differently about how they view and respond to the needs of patients, their families, and other staff members. 

Patient advisory group (PAG)

In January 2017 the PAG celebrated its first year anniversary. The group comprises representatives from both Royal Brompton and Harefield, patients and carers, across both adult and paediatric services. The group meets quarterly, and this year its areas of focus have been: infection prevention and control, the psychology of having a chronic illness, safeguarding, and consent. The group represents the patient voice and a set of unique insights that help inform Trust decision making and co-design of services.

Atrial Fibrillation (AF) support group

Harefield consultant cardiologists Dr Wajid Hussein and Dr Karthik Viswanathan worked with the arrhythmia nurse team to set up the first AF patient support group for north west London and surrounding areas. 

The group held its first meeting in January 2017, in direct response to a need for peer support for AF patients in north west London, Berkshire, Buckinghamshire and Herefordshire. AF is a condition that causes an irregular and often abnormally fast heart rhythm. Comments following the first meeting included:

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