Examples

Acting on feedback and publicising results

A patient focused user group was set up to enhance the colorectal services provided at a hospital Trust. The aim is for staff and patients

• to hear about the journey of care, from beginning to end, from the patient’s point of view, to share problems and solutions
• to listen, respond and set action points to be achieved with review by the user group
• to get the views of the patients on new ideas and initiatives before using them in the hospital.

The groups’ main concerns at the outset were the very long waiting times in Out-Patients for blood tests, for follow-up appointments, and to collect prescriptions from pharmacy. These concerns were subsequently raised by the nurse consultant in a Lead Clinician meeting, Colorectal and Stoma nurses’ meeting and the Ward Manager meeting.

As a result of this, booking follow up appointments can now be made through the colorectal nurses directly with the administrator whilst the patient is being seen in clinic. The outpatients pharmacy will open at lunchtime and will trial continuous opening to reduce delays.

Options for reducing waits for blood tests were discussed, such as

• patients who live near the hospital may if they prefer come back for tests at quieter times
• outpatient staff could take blood (this would need negotiation and training)

The User Group’s views were also sought on

• a list of questions about colonoscopy for a research project for junior doctors who have to explain the procedure to patients
• a draft of the new patient self-assessment form for comment
• a new clinic letter describing suppository self-administration
• a discharge check-list
• how the system of notes coming into the consultation room could be changed to lessen interruption.