Family and Carer Involvement Tracey Passway Safety, Clinical Governance & Risk, Team Leader, NHS Tayside

Person Centred Safe Effective One of the three ambitions of the Healthcare Quality Strategy for NHS Scotland 2010 and Health Rights (Scotland) Act 2011

Caring and compassionate health services; Collaborating effectively with clinicians, patients and others; Confidence and trust in health services; Providing a clean care environment; Improving access and the continuity of care; Delivering clinical excellence What people want – 7’C’s

Person Centred Delivery Board 3 Work streams Feedback Organisational Culture Valuing Our Staff Participation

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Comments Noise Equipment & patients. Equipment background noise/alarms etc. Patients - talking loudly, TV loud volume, etc. Re-introduce visiting times and restrict the numbers at beds to two Night time noise Increased staffing resource, need more quiet/single rooms and less noisy shared wards with loud demanding patients. Side rooms noisy at night with outside generators The noise and the heat level General noise The dementia patients are so restless and always moving about aimlessly day and night. To keep dementia patients together, separate from the rest of us but I know that’s sometimes impossible No real, extra noise. Other patients at times calling for help, ringing bells for staff attention of just being restless Some patients confused and calling for family members Patients talking loudly Staff talking to patients, however this noise is unavoidable and staff carry out their duties as quietly as possible. People have to talk Patient noise-unfortunately this cannot be helped, need patience, we are elderly Other patients. Bleeping equipment Staff chatter, trolleys, loud TVs. Visitors after 9pm. Children restriction after 7:30p.m Noise understandable and unavoidable due to constant admissions Trolleys, staff talking, monitors, morning cleaners, night staff changeover Equipment noise due to malfunction - immediate attention to the 'intense' warning bleeps would reduce patient irritation particularly during sleeping hours, if staff can’t hear them, that’s another problems General movement of staff working. I think it was more to do with me than noise as slept on my last night. Everything, especially staff talking and beeping from other machines.

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Ward 18 Patient Feedback What's Good What's not so Good Noise in the ward

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Feedback Methods National Surveys, Better Together, Scottish Government (2,700) Independent Websites ‘How Are We Doing?’ paper and electronic Twitter / Facebook Stakeholder Portal Compliments Patient Stories Emotional Touchpoints Complaints / Ombudsman / Fatal Accident Inquiries / Significant Clinical Events

Emotional Touchpoints

Organisational Culture VPAIS Valuing Patients as Individuals Caring Behaviours Care Rounds Daily Conversations PROMS Patient Related Outcome Measures Health Literacy Health Rights Principles

“Care good enough for you and yours” NHS Tayside Ambition