We are listening – to our patients, their carers and our staff

Irene

NHS Lanarkshire held its first annual person-centred event in February 2017. The event was hosted by South Lanarkshire Council with around 160 attendees including health and social care staff, members of the public, voluntary sector staff, colleagues from Scottish Government, Healthcare Improvement Scotland and Patient Opinion.

The purpose of the day was to reflect on individual practice and to share and learn about innovative practice and processes that have been tested and adopted throughout the organisation.

The day was built around the NHS Scotland Quality Ambitions of safe, person-centred, effective care, with particular emphasis on the Lanarkshire Quality Approach and the 5 “Must do with me” elements of person-centred care:

What matters to you?

Who matters to you?

What information do you need?

Nothing about me without me

Personalised contact

We regularly make changes to our practice and processes, as well as the services we provide by listening to our patients, our staff and looking at information or data linked to process and patient outcomes. All of this was evident in the presentations and the 45 posters that were displayed throughout the day.

Paul Graham Head of Spiritual Care led a session on staff experience in the afternoon, inviting colleagues to reflect on their own practice and how we can support ourselves and each other, to ensure we provide the best possible person-centred care for our patients. Staff then chose workshops they wanted to participate in supported by “Improvement and Practice Development” staff facilitating discussion.

Joe Hands (Clinical Quality Manager) discussing the “Model for Improvement” and our Pledge Tree

This proved a lively session and staff were invited to make a pledge on an activity they would undertake personally, or a change they would adopt and adapt in their own department or ward.

Some of the work was selected by Healthcare Improvement Scotland to be shared at the West of Scotland Learning Event 2017. Congratulations to all of you selected, particularly those who will be presenting:

Gillian Corbett, Chief of Nursing Wishaw General Hospital for John’s Campaign

Dr Fiona Burton, Consultant in Emergency Medicine, Hairmyres Hospital for Improving information and communication for patients in the Emergency Department

Janet Prentice, Senior Charge Nurse Monklands District General Hospital for Improving information and communication for patients on discharge

I’d like to finish with a thank you to all who attended on the day for your enthusiasm, energy and drive; your contribution made the day such a success. I hope that those of you who made pledges have been able to take them forward; remember, there are colleagues on hand to help and support you, refer to your “event passport / learning journal” for signposting.

If you have an experience about NHS Lanarkshire that you would like to share please speak to a member of staff, respond on Patient Opinion, or visit the “Your Feedback” Section of the NHS Lanarkshire website to see the other ways to get in touch www.nhslanarkshire.org.uk