| Criteria:
The patient’s experience |
|
add new entry |
| Evidence / Entries |
Contact |
Added / Updated by |
Date |
| Options audit |
Tammy Potter |
Janet Murat |
16 May 2006 |
| Options held a thorough review of its services using young people as its researchers. The audit used a variety of methods; mystery shopping, group visits and feedback forms |
| Spot cards |
Paul Young |
Janet Murat |
15 May 2006 |
| WYPS uses a 'spot card' system to review the needs and opinions of clients that is quick and easy to complete, asking 5 questions regarding their experience of the service |
| Forward Thinking Steering group -feedback |
Tammy Potter |
Janet Murat |
07 February 2006 |
| The 'forward thinking' clinic has a TV and access to free coffee, tea and water for young people accessing the clinic due to a suggesstion by the youth steering group that this would make it more appealing to young people . |
| Improving the patient experience by improving the staff experience |
Paul Young |
Janet Murat |
05 October 2006 |
| The WYPS service actively promotes staff utilising the staff room for 'proper' & social lunch breaks to support improved team morale . It is resourced with a microwave , toaster, fridge and magazines |
| Family Planning triage forms |
Lorette Runacres |
Janet Murat |
07 February 2006 |
| Triage forms with text and pictures have been developed for use in all family planning clinics run by WYPS. This ensures clients get the service they require, and are managed with in the service as effectively as possible seeing the appropriate professional for the appropriate need |
| Media resources- in medical ToP area |
Lorette Runacres |
Janet Murat |
07 February 2006 |
| Television and video are available in the room where clients have medical termination of pregnancy. Clients can bring their own vidoes to watch during the procedure to make the time pass during a potentially stressful event |
| Customer care course accreditation |
Paul Young |
Janet Murat |
15 May 2006 |
| Staff from WYPS and community sites attend an accredited customer care course to improve the patient experience |
| Equalities and Diversity Training |
Paul Young |
Janet Murat |
07 February 2006 |
| All the management team undertake trust equalities and diversity training to ensure WYPS develops and provides services that are sensitive to individual and and specific communities needs |
| CNS HIV team-Satisfaction Questionaires & fora |
Janet Murat |
Janet Murat |
05 October 2006 |
| The CNS HIV team sent 'satisfaction' questionaires to all patients on the caseload to establish their views and perspectives of the service provided by the CNSs. Respondents were also invited to attend ' service user fora'.Patients did not wish to attend the fora at the time but reported feeling happy ith being able to give feedback via the questionaire.Patients of the CNS service will be invited to attend the event being planned for October which is being organised by the lead CNS but targeted at services across North East London. This will be used to inform redesign of the service and care pathway for patients accessing the CNS service |
| Patient notes, Team feedback, Patient reporting |
Janet Murat |
Janet Murat |
05 October 2006 |
| The CNS team frequently works with patients who are extremely vulnerable and unable to manage independantly. Social circumstances potentially compromise desirable health outcomes but the 'problem' may not always be addressed or referred to another services. This may also not be easy for the patient. For example,Food vouchers provided to asylum seekers who have no recourse to public funds and are normally for use only at the local supermarket. It is no-ones 'job' to help and teach someone how to use the vouchers and how to use a supermarket. Without assistance the patient would not get change( vouchers come in £ 5 denominations) and can find the experince really stressful as may speak limited english, is not used to UK supermarkets, the products and adding up everything whilst looking for the cheapest products to get the most out of £25 per week. Whilst this is not recognised as a 'specialist nursing role' the CNS team has provided support to a minority of patients referred to the service for this and other 'gaps' in care to ensure health is not further compromised by social need.This type of assistance has gained the trust of patients who potentially would not engage well with services or professionals due to vulnerability , fears and stigma and can have a positive effect in adherence to medication, engagement with services and management of HIV related health needs. |
| Service answermachine messages |
Paul Young |
Janet Murat |
05 October 2006 |
| Due to the large bengali community in Tower Hamlets the service uses answermachine messages in Bengali and English to assist patient and potential patients to access WYPS services. It is one of the few trust services to have bi-lingual answermachine messages |
