1. Courage To Listen And To Implement Patient Feedback Pamela Taylor Ward Manager Ward AM3

2. About The Ward 23 bedded female gastroenterology ward Array of medical conditions affecting GI tract Complex dependencies to drugs and alcohol

3. Quality Dashboard Data

4. Effective Pain Management? Main issues in Quality Care Round were: Use of pain care plans, Evaluating effectiveness, Patient satisfaction, Waiting longer than 15 mins Total Pain Management score was below 80% between March-June 2011

5. Effective Pain Management? Main issues in patient feedback on tracker device : Did staff give medicine quick enough? Did medicine work? Results as low as 60% in some months

6. Patient Focus Group Invited inpatients over previous week and on day of event Established ground rules Ensuring everyone had a voice

7. What Patient Told Us It sometimes takes ages for me to get my pain killers after I’ve asked for them The staff work really hard Staff don’t ask me if my pain killers have worked, or how my pain is after they have given me my tablets Sometimes when I ask for pain killers, I might be told I have to wait because the nurse is busy with a sick patient or is on her break The ward is very busy

8. Staff Involvement Greater Job Satisfaction Increased Productivity Improved Patient Safety Improved Customer Focus A flexible approach to meeting new challenges

9. Awareness Raising Sessions A number of events were held so the majority of staff could attend with the purpose of:  Helping staff to understand the problem  Ensuring staff to take ownership of the problem

10. Agreeing A Way Forward All analgesia will be given with 15 minutes of being requested by the patient (if prescribed) Patients will have their pain and effectiveness of analgesia assessed during each shift or after any intervention Staff will demonstrate continuous positive regard for their patients Self administration of analgesia

11. Impact For Me As Ward Manager

12. The Next Steps Thinking Differently Foundation of Nursing Studies The benefits for our Patients

13. Thank You Pamela Taylor Ward Manager Ward AM3