Patient stories

As part of commitment to ensuring the patient, carer and public voice is heard within the organisation, we present a patient story as a regular item at the start of each Quality and Patient Experience Committee (QPEC).

Patient stories bring experiences to life and make them accessible to other people. They encourage those that work in health and social care to focus on the patient as a whole person rather than just a clinical condition or as an outcome. We use real patients, carers and family members to tell their experience of using those services with the aim of understanding what the organisation needs to do better.

Within the 2017-18 year we heard a patient story from a parent carer, a family member of a resident of a care home who was part of the continuing healthcare assessment and the voice of child in care.

Below is a table to illustrate stories that have been presented, and future themes for the agenda.

 

Date

Patient story theme

Method

December 2017

Parent carer and special schools services.

Video

Feb 2018

Safeguarding children – the voice of the looked after child.

Video

April 2018

Continuing Health Care (CHC) assessment process.

Patient

June 2018

What matters to me – understanding person centred care from the viewpoint of the carer.

Video

August 2018

Accessing mental health services in times of crisis. The viewpoint of a full time carer.

Patient

October 2018

Experience of End  of life care services

Reading of story

 

What happens next? Feedback and impact.

We use real patients, carers and family members to tell their experience of using those services with the aim of understanding what the organisation needs to do better. Sometimes this may be feeding into the commissioning of services or working with providers and partners to improve patient experience.

With each patient story we formulate an action plan, and give an update at the Quality and Patient Experience Committee.

Examples of how we feedback what we hear into the services

Following the story presented by a service user going through the continuing health care (CHC) assessment process the Deputy Chief Nurse and Head of Engagement met with the CHC nursing team. They presented the feedback from the QPEC patient story to and ensure that the experience was shared with those delivering care. View a copy of the presentation by clicking here.

They have then continued to meet with the carer and his mother on a regular basis to understand their experiences during different stages of the process.