Hospital is happy to say ‘yes’ to patients

1:52am Saturday 15th March 2008

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Airedale Hospital is saying yes' to patients after successfully running an event aimed at improving care.

Patients and staff at the hospital took part in Your Experience Shared (YES), a new way of gathering and using the experiences and emotions of patients.

The aim is to enable staff to change the parts of patient care causing feelings such as fear, frustration or confusion and learn from the parts which leave patients feeling safe, reassured and positive.

This is the first time an event of this kind has been held and staff at the hospital are working with the NHS Institute for Innovation and Improvement to help produce a toolkit' so YES can be shared with healthcare organisations nationally.

The YES event saw patients, carers and members of a new Patients' Panel working with therapy services managers to listen to and record stories about patients' experiences.

The event immediately identified two areas where staff and patients could work together to make things better - in signs and in waiting areas.

Patients are going to work with staff to make sure signs are placed where they can be easily read by visitors in wheelchairs and those with reduced sight and also help staff ensure waiting room environments are as comfortable as possible for visitors of all ages.

Patients also came up with the idea of holding discharge interviews with patients after their care is finished so comments and stories can be collected and action taken swiftly if any changes are needed.

The therapy services involved in the event include physiotherapy, occupational therapy, nutrition and dietetics, speech and language therapy and mobility services.

Keith Harrison, head of service improvement at Airedale NHS Trust said: "We already listen to patient comments and concerns through our PALS service, but this is a new, innovative way of listening because we are taking the time to sit down with patients and record their individual stories which will influence the care we give to others.

"It is more pro-active and really focused on people and their real emotional experiences.

"The feedback we have got from those who came along has been fantastic and they want to come back and do it again."

A similar event is already planned for April and will focus on dignity and privacy for patients.