1. Learning from Experience
Learning from Experience in South Tyneside
Presentation to the Council of Governors:
Denise Horsley
Head of Risk Management and Governance
September 2016
Denise Horsley
Head of Risk Management & Governance

2. Why is this important? The three key components of quality in the NHS
Experience of care
Clinical effectiveness
Patient safety
Good care
Linked to positive outcomes for the patient
Associated with high levels of staff satisfaction
However, care is inconsistent and varies by different patient groups, with the poorest care often received by those least likely to make complaints, exercise choice or have family to speak up for them.

3. Sources of Feedback Complaints Claims Compliments
Incidents (including serious incidents)
National Inpatient Survey
Friends & Family Test (and Friends and Family Test Plus)
Real Time Feedback
Open and Honest Care
Patient Stories

4. Challenges No central collation of feedback
Departments working in silos
Difficulty presenting all feedback in a standard way
Resource intensive reporting
Process centrally led and managed by Carer and Patient Involvement (CAPI) Team and Customer Services Team
Departments working in silos for example
Carer and Patient Involvement Team who proactively seek out feedback such as FFT, RTF, Patient Stories
Customer services respond to complaints
Risk and compliance collect information relating to incidents

5. Local Response
Development of repository for triangulation of information
Collation of feedback at service, directorate and divisional level accessible to those who need to own the information
Development of Patient and Public Involvement Panel chaired by NED
Development of the new Quality and Patient Experience Team (QPET)
Dashboard approach to patient feedback being developed that triangulates information
New governance arrangements in place at divisional level with facilitators having access to shared electronic folders containing all feedback at team/ward level allowing for collation at service, directorate and divisional level

6. Local Response (cont’d)
All available sources of information and feedback used to identify where improvements can be made
Identification of themes and trends which are fed back to the relevant services
Improvement action plans developed
Assurances sought that actions are implemented and embedded
Development of feed back to our patients, carers and the public

7. Next Steps
Divisional governance arrangements developing and reporting structure and format will evolve
Development of more creative ways of feeding back to our patients, carers and the public
Further exploration and testing of new technology to increase feedback mechanisms and create collation and reporting efficiencies