1. Listening to Patients. OUTPATIENT QUALITY IMPROVEMENT PLAN 06/07. MATRON SARA COURTNEY. The OPD Quality Improvement plan is based on results from:- December 05/ Jan 06- Outpatient Five Senses Study. 29 Observational study sessions undertaken by- patient volunteers selected through PALS, nursing home Matron- older persons specialist, OPD staff and other Trust staff- clinical, administrative and management. Jan 06- Trust PEAT audit. Feb 06- RHH OPD Patient Experience Questionnaire. Undertaken as part of Essence of Care benchmarking comparison group work. Questionnaire given out to 47 patients in clinic. Mar 06- Patient Satisfaction Survey. Based on Quality Health’ s 2004 survey, but repeated to specific patients who had attended Main OPD SMH, OPD RHH and EMH RHH. Posted to 325 patients who had been seen within the previous week. 51% return.

2. 5 Senses Study- Results were very positive however, priorities highlighted include- Dusty Environment Clinical smells Poor communication with waiting patients Personal conversations in clinic No introductions Privacy and dignity not maintained Uniforms PALS closed and shuttered 4 days/week Request for more Health Promotion information Alcohol Gel signage poor Wheelchair access/ reception Lack of translated material Sub wait chairs Calling patient names- confidentiality Overheard consultations Dictating with doors open- confidentiality Poor entrance lobbies Request for staff photo board Queuing systems at reception confusing (SMH) No hot drinks facilities (EMH RHH)

3. Outpatient Satisfaction Survey- Results were very positive however, priorities highlighted include- Slight reduction in quality of information about examination/treatments and discharge Few introductions

4. Quality Improvement Plan 06/07