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Yorkshire Ambulance ServiceService-user Experience Survey Programme
PENNA 2013 – Measuring, Reporting, Acting
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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
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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.
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Our Mission: Saving lives, caring for youOur Values: We Care
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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
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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 adeep dive?
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Our surveys:A&E
Including Learning disability versions
PTS
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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:
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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:
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The survey design - our journey:
2010Patient Experience Programme began.
2011YAS A&E patient experience surveyPilot
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
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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
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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
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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
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YAS Dignity and Respect Champions
DIGNITY ACTION DAY1 FEBRUARY
# hello my name is…
2013
2014
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Peter Robinson, Paramedic Practitioner, receiving theRespect and Dignity Award at the WE CARE Awards 2013
YAS WE CARE Awards 2013
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Questions?