1. Yorkshire Ambulance Service Service-user Experience Survey Programme PENNA 2013 – Measuring, Reporting, Acting

2. Yorkshire Ambulance Service (YAS) NHS Trust operates:  A virtual emergency operations centre, based on two sites  An accident and emergency service in response to 999 calls

3. Yorkshire Ambulance Service (YAS) NHS Trust operates:  A non-emergency patient transport service  An urgent medical help and advice line (NHS 111) We are the only NHS Trust that covers the whole of Yorkshire and the Humber. We employ 4,612 staff and 960 volunteers, enabling us to provide a 24-hour emergency and healthcare service to more than five million people.

4. Our Mission: Saving lives, caring for you Our Values: We Care

5. The challenge: Patient experience not seen by ambulance service managers as a core performance measure Ambulance services see patients for a transient period, often at times of distress – more difficult to obtain representative feedback Where we started: Wide commitment to patient experience… … but no metrics and reliance on anecdotal evidence

6. Our programme: How does our service experience compare with other services? Monthly survey programme Performance monitoring by service and geographic area Do we have a problem that needs to be addressed? Help select topics where patient stories will improve awareness of how it feels to use our service What should we select for a deep dive ?

7. Our surveys: A&E Including Learning disability versions PTS

8. What was important?  Robust sampling methodology, ensuring that no one was unnecessarily excluded  Clear presentation, language and design  Narratives to give patient insight alongside quantitative information  Minimising the risk of distress to relatives of deceased patients Our surveys:

9. What was important?  Specific steps to minimise any potential for harm to vulnerable patients (those for whom safeguarding measures were in place ).  Benchmark-ability - Friends and Family Test  The standards and legal requirements for information governance  Results included in internal performance monitoring at Board, service-line and local level Our surveys:

10. The survey design - our journey : 2010 Patient Experience Programme began. 2011 YAS A&E patient experience survey Pilot 2012  Revised A&E patient experience survey  Survey version for A&E and Patient Transport service users with a learning disability (supported by a Focus Group) 2013  Friends and Family test  extended monthly survey methodology into our Patient Transport and 111 services 0 Engage Pilot Revise Review

11. External engagement in YAS patient experience feedback:  Involvement of YAS Expert Patient  LINk/Healthwatch engagement  Public presentations  Publicity through staff continuing professional development Management and staff engagement in patient experience feedback:  Integration with corporate and local reporting  Staff communications at station level  Patient stories  Corporate induction  Integration with in house training and higher education providers

12.  Changes within the Emergency Operations Centre when referring a 999 call to a clinical adviser  Greater emphasis on not only ‘what we do’ but ‘how we do it’ including dignity and respect Learning in Action

13. The YAS Dignity Code Ensure dignity for every service user by: 1.remembering that many care activities can leave people feeling vulnerable (physically, emotionally or psychologically) 2.demonstrating respectful verbal and non-verbal communication 3. having zero tolerance for all forms of abuse 4.supporting people with the same respect you would want for yourself or a member of your family 5. respecting people’s right to privacy 6.Treating everyone as being of worth, in a way that is respectful of them as valued individuals

14. YAS Dignity and Respect Champions DIGNITY ACTION DAY 1 FEBRUARY # hello my name is… 2013 2014

15. Peter Robinson, Paramedic Practitioner, receiving the Respect and Dignity Award at the WE CARE Awards 2013 YAS WE CARE Awards 2013

16. Questions?