HEALTHCARE DELIVERY


of their ward and, consequently, the experience of their patients and carers. By doing everything in their power to


turn a hospital ward into a home environment, NHS Lothian’s ground- breaking work in delivering heightened levels of patient-focused care was the unanimous winner. Hospital nurses developed a series of patient-focused initiatives on the ThistleWard (a continuing care facility which cares for older adults with enduring mental health problems), such as enabling patients to choose the colours of the paint used to decorate their ward; bring personal effects into hospital to transform their bed-side areas; and even acquire an aquarium, in order to make patients feel increasingly ‘at home’ during their stay at Edinburgh’s Ellen’s Glen House hospital. The aim was to reduce physical and


verbal aggression, improve social interaction, encourage individuality and reduce anxiety. In fact, the benefits of the initiatives to patients – and the hospital – have been significant and very tangible. “We have seen our patients become a


lot more content during their stay,” commented Corina Falconer, who, with colleagues Gillian Napier and Jane Montgomery, accepted the award on behalf of NHS Lothian. “Patients have become less aggressive


as a result of their new environment. They are a lot happier and, since the initiative, they have got better a lot quicker. It has been a fantastic experience for everyone associated with this work – and there has been a domino effect throughout the hospital, with other wards replicating what we have done. To be recognised in the Patient Experience Network National Awards is something that will inspire everyone we work with.” Northumbria Healthcare NHS


Foundation Trust picked up the prestigious Measuring, Reporting and


A Patient Experience Network


PEN offers a range of services to help organisations improve their patients’ (and staff) experience including accredited Level 2 collaborative e-learning. As a network, it provides opportunities to connect withlike- minded people around specific issues, ranging from one-to-one interactions to networking events showcasing best practice. The PEN National Awards are the first


and only awards programme to recognise best practice in patient experience across all facets of healthcare. As a national programme, it is run on an annual basis – culminating witha best practice ‘Re- thinking the experience’ event, held in January. Organisations are invited to submit evidence on their best practice, relating to eight categories, which include: • Setting the Stage/Strengthening the Foundation: Programmes aimed at strengthening the organisation’s commitment to delivering excellent patient experience.


• Setting the Stage/Support for Caregivers, Staff and Family: Programmes and initiatives focusing on caregivers, staff and family need – emotional, physical, educational and spiritual.


Acting category award. In particular, the judges praised the Trust’s delivery of the UK’s best performance for aiding patients who have suffered hip fracture. Hip fractures are notoriously problematic, with a high percentage of sufferers dying as a result of the trauma and suffering they experience. The Trust initially set itself the


following goals: • Providing hip fracture care of the highest quality.


• Adopting a pathway approach to ensure consistency of care.


• Ensuring recent evidence and national B


• Setting the Stage/Measuring, Reporting and Acting: Programmes orientated at effectively measuring the patient experience, reporting the outcomes and ensuring actions to improve are taken as a result.


• Communicating Effectively with Patients and Families: Systems and programmes facilitating two-way dialogue between patients, families and their carers.


• Access to Information: Programmes aimed at proactive and reactive provision of information pertaining to the patient’s treatment.


• Continuity of Care: Systems and processes to help continuity along the patient pathway, ensuring continuity of care from one professional to another.


• Personalisation of Care: Systems and programmes aimed at meeting individual needs – physical, emotional and spiritual. Treating the patient as an individual and withcompassion.


• Environment of Care: Programmes aimed at providing the best possible environment of care – from first arrival/impressions and throughout the care pathway.


standards are systematically implemented.


• Providing exceptional patient experience – meeting physical, emotional and information needs.


In fact, the Northumbria team’s work resulted in mortality rates dropping from 14.3% to 9.8% while the Trust also received widespread recognition from key stakeholders (including the national media) about the speed in which clinical and surgical teams are able to respond to the needs of patients. Physical comfort was improved for


‘Making the Ward a Home’ – before (A) and after (B) at NHS Lothian’s Continuing Care Unit, Thistle Ward. MARCH 2012 THE CLINICAL SERVICES JOURNAL 43


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