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Content Article
Ben Watson is a Strategy Implementation and Quality Improvement (SIQI) Manager in the Scottish Ambulance Service. He is currently responsible for supporting operational services in the West of Scotland, to see how they can improve patient care, existing processes and develop new ways of working that benefit both staff and patients. In this interview, Ben explains why they’ve started collecting positive feedback through a peer-to-peer system called GREATix. -
Content ArticleQuality improvement initiatives take many forms, from the creation of standards for health professionals, health technologies and health facilities, to audit and feedback, and from fostering a patient safety culture to public reporting and paying for quality. For policymakers who struggle to decide which initiatives to prioritise for investment, understanding the potential of different quality strategies in their unique settings is key. This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarises available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies.
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Content ArticleEast Lancashire Hospitals NHS Trust (ELHT) is a healthcare provider treating over half a million patients a year in the North West. Back in 2013, they were investigated as part of the Keogh Review and as a result were categorised as an organisation in “special measures”. Morale amongst the staff consequently hit rock bottom, against a backdrop of negative media articles. Staff engagement was identified as a fundamental driver to improve staff and patient experience. However, it was appreciated that the cultural change required would take time to achieve. To gain regular feedback from their staff, they used the Staff Friends and Family Test (Staff FFT), to which they added several local questions. Based on this feedback and information from the NHS Staff Survey, they set about rebuilding ELHT with the clear intention to create a culture where staff felt they belonged. Read their case study.
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Content Article
GREATix: Reporting the positive
PatientSafetyLearning Team posted an article in Safety culture programmes
The Scottish Ambulance Service has recently launched a positive reporting scheme called GREATix. GREATix is a peer-to-peer tool for recognising and learning from positive feedback in the workplace. Feedback will be used to pass on words of gratitude and identify improvement strategies. -
Content ArticleDr Donna Prosser, Chief Clinical Officer at the Patient Safety Movement Foundation, interviews Robyn Begley, Chief Executive Officer, American Organization for Nursing Leadership (AONL), and Senior Vice President and Chief Nursing Officer, AHA, around her most recent discoveries in the COVID-19 pandemic. The team conducted a study with over 1,800 participants, ranging from nursing staff to hospital administrators, on the effects of COVID-19 and the challenges and fallbacks that occurred during three periods of the pandemic. After discussion of results, recommendations are proposed for supporting hospitals and healthcare workers.
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Content ArticleIn this Patient Safety Movement Foundation webinar, Dr Donna Prosser, Chief Clinical Officer at the Patient Safety Movement Foundation, is joined by a multidisciplinary group of patient advocacy experts and clinicians to understand the various meanings of the term 'patient advocacy' and to evaluate how an empowered patient can improve healthcare delivery, experience, and outcomes for all involved. The group discuss the history and current state of patient advocacy, and propose recommendations regarding the extent to which various healthcare disciplines and patients and their families can improve patient advocacy.
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Content ArticleIn this blog, Patient Safety Learning considers the need for global action to improve patient safety and sets out its response to the WHO’s consultation on the draft Global Patient Safety Action Plan 2021-2030.
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EventThis virtual conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Book your place or email kerry@hc-uk.org.uk hub members can receive a 20% discount by quoting HCUK20psl when booking Follow the conference on Twitter ##PatientExp
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Content Article
NHS Staff Survey 2020
Patient Safety Learning posted an article in Culture
The NHS Staff Survey is one of the largest workforce surveys in the world and has been conducted every year since 2003. It asks NHS staff in England about their experiences of working for their respective NHS organisations. Follow the link below for further information and to complete the survey. -
Content ArticleIn this latest report, the Healthcare Safety Investigation Branch (HSIB) has outlined their approach to working with patients and families with the aim of sharing that learning across the healthcare sector. They have set out their experiences so that other organisations can reflect on how it may be applicable to their work. The report not only covers HSIB's principles and process for effective family engagement, but also how they evaluated the approach using feedback from families involved in investigations. HSIB’s process for effective family engagement has been developed through close collaboration with families who have been involved in investigations. HSIB recognises that there is currently no national framework or process to assist those working with families during investigations. In the report foreword, HSIB’s Chief Investigator, Keith Conradi says: “in the past decade, the healthcare sector has recognised the need to ensure it works with patients and families…however it is also recognised that undertaking family engagement of a high quality can be challenging, particularly when the guidance on how to do it is limited.” The report also highlights some possible future developments, which includes a long-term aim of producing formal family engagement guidance which will be shared externally for organisations to access and use.
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Content Article
NHS England Learning Handbook: After action review
Patient Safety Learning posted an article in NHS Improvement
First used by the US army on combat missions, the after action review is a structured approach for reflecting on the work of a group and identifying strengths, weaknesses and areas for improvement. This NHS Improvement document explains what an after action review and when and how to use it. -
Content ArticleOne in three Canadians has had patient harm affect themselves or a loved one, yet the public is collectively unaware that the problem exists. If nothing changes, 1.2 million Canadians will die from preventable patient harm in the next 30 years. The Conquer Silence campaign, from the Canadian Institute of Patient Safety (CPSI), argues that what we must battle in our collective efforts to reduce patient harm, is systemic silence. Silence between patients and providers, between colleagues in healthcare facilities, between administrators in different regions, and between the public and policymakers. If something looks wrong, feels wrong, or is wrong – people need to speak up, in the moment. It is only by bringing these issues to light that we can begin to work together to solve them. The campaign, gives people the opportunity to 'donate their voice' by recording their stories of healthcare harm and sharing advice or insight to help others avoid harm.
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Content ArticleThis survey looks at the experiences of adults that have been an inpatient at an NHS hospital. The survey has been running since 2002 and is published annually.
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Content ArticleAnimated video explaining why it is important to give feedback about the health and social care you receive in England
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Content ArticleThe Framework sets out a single set of standards for staff to follow and provides standards for leaders to help them capture and act on the learning from complaints. This is a draft Framework developed with partners across the health sector and PHSO are keen to hear people's views on the draft so they can improve it. The online survey can be found here.
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Content ArticleThe call for meaningful patient and family engagement in healthcare and research is gaining impetus. Healthcare institutions and research funding agencies increasingly encourage clinicians and researchers to work actively with patients and their families to advance clinical care and research. Engagement is increasingly mandated by healthcare organizations and is becoming a prerequisite for research funding. In this article, Burns et al. review the rationale and the current state of patient and family engagement in patient care and research in the ICU. The authors identify opportunities to strengthen engagement in patient care by promoting greater patient and family involvement in care delivery and supporting their participation in shared decision-making. They also identify challenges related to patient willingness to engage, barriers to participation, participant risks, and participant expectations. To advance engagement, clinicians and researchers can develop the science behind engagement in the ICU context and demonstrate its impact on patient- and process-related outcomes. In addition, the authors provide practical guidance on how to engage, highlight features of successful engagement strategies, and identify areas for future research. At present, enormous opportunities remain to enhance engagement across the continuum of ICU care and research.
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Content ArticleIn September 2015, the Institute of Medicine (IOM) issued the report “Improving Diagnosis in Health Care,” which focused on the underappreciated problem of diagnostic error in medicine. This report builds on the IOM’s 2000 landmark report, “To Err is Human”, which specifically highlighted opportunities for improvement in diagnostically focused fields, such as radiology and pathology. One of the major recommendations of the report is that “health care organizations should adopt policies and practices that promote a nonpunitive culture that values open discussion and feedback on diagnostic performance”. Notably, the report emphasises the ineffectiveness of traditional approaches to evaluating medical error that focus on identifying individuals’ errors. In this article published in Radiology, Larson and colleagues review the recommendations set forth by the recent IOM report, discuss the science and theory that underlie several of those recommendations, and assess how well they fit with the current dominant approach to peer review. They also offer an alternative approach to peer review: peer feedback, learning, and improvement (or more succinctly, “peer learning”), which they believe is better aligned with the principles promoted by the IOM.
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Content ArticleThis study, published in Health Services and Delivery Research, found the patient experience feedback cycle was rarely completed, and despite diverse approaches to gathering feedback in inpatient settings, approaches to analysing and using this information remain underdeveloped.
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Content Article
Understanding Schwartz Rounds (22 January 2018)
Patient Safety Learning posted an article in Good practice
A film about why Schwartz Rounds are needed. -
Content ArticleThe National Guardian’s Office (NGO) has been operational for four years. Following feedback on its performance, the NGO sets out how they are going to respond to this feedback in the coming year.
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Content ArticleA recent evaluation looked at how an acute hospital trust placed into special measures implemented online patient feedback. Rebecca Baines, a Community Engagement Officer at Well Connected & PhD Student, shares her finding with the Point of Care Foundation.
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Content ArticleHundreds of healthcare organisations around the world are Schwartz Center healthcare members and conduct Schwartz Rounds® to bring doctors, nurses and other caregivers together to discuss the social and emotional side of caring for patients and families. This video explains more.
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Content ArticleProviding high quality healthcare has an emotional impact on staff. Often they experience high levels of psychological distress, face increasing levels of scrutiny, regulation and demand, and have increasingly limited resources. Schwartz Center Rounds® (Rounds) were developed to support healthcare staff deliver compassionate care by providing a safe space where staff could openly share and reflect on the emotional, social and ethical challenges of their work. Rounds are a monthly staff forum (not attended by patients) where three to four employees (panellists) present short accounts of their experiences of delivering patient care. This organisational guide is based upon the findings from an evaluation of Rounds in the UK, undertaken between 2014 and 2016. The evaluation was commissioned by the National Institute for Health Research and led by Professor Jill Maben at King’s College London (now at the University of Surrey). The evaluation aimed to distil the findings and learning for practical application by organisations seeking to implement and/or sustain Rounds in their organisations.
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Content ArticleFreedom to Speak Up Guardians are changing the conversation about what it means to speak up in health. With a network of over 1,100 guardians and champions in England, workers are being supported and positive actions are being taken as a result. Speaking up and listening up should be a natural part of our conversations with colleagues, managers and each other. In health, as in all sectors, the best leaders understand the importance of listening to workers who are the eyes and ears of an organisation. But in health it is even more crucial as speaking up can be a matter of life or death. A positive environment and a supportive culture are key elements of the NHS People Plan. The Freedom To Speak Up Index, a new metric taken from the NHS Annual staff survey, shows that a positive speaking up culture may be correlated with higher performing organisations. The National Guardian Freedom to Speak UP launched the 100 Voices campaign: to share the stories that describe the current reality of speaking up in health. This document highlights and shares best practice in speaking up. Some have been provided by Freedom to Speak Up Guardians, others by workers themselves. Within these pages you will hear a selection of voices. They describe their experiences of speaking up, the impact this has had and how it has led to positive change.
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Content Article
The art of wobbling: Part 2
Sally Howard posted an article in Leadership for patient safety
In her last blog, topic leader for the hub, Sally Howard, talked about our triggers for a wobble and a few strategies to help as we take forward improvements in our services – building yourself a network, being genuinely curious and looking after yourself on the journey. This blog takes it one step further as she looks at what we can do when we hit a brick wall and offers some powerful strategies for dealing with conflict. An important and timely read, as we all look to support and appreciate each other through these difficult times.
