How do non-clinical staff contribute to patient experiences of care?

Question from Care Opinion

Posted by on

 

picture of James Munro

I have blogged before about how patient experience isn't just a matter for doctors and nurses.

It really is everybody's business - yet we hear little about the contributions made to people's experiences of care by (among others) catering staff, cleaners, receptionists, porters, security and parking staff.

Care Opinion will be publishing a report on this topic at the start of next week.

And I am pleased to be running a webinar and a tweet chat on the same topic, as part of Experience of Care week, which is coming up very soon!

Experience of Care week 23-27 April 2018Here are the details you need if you'd like to join in (and I hope you will - whether you use services or provide them, or both!).

Webinar

Wednesday 25 April, 2-3pm

To join the webinar, follow this link

It is widely acknowledged that all staff – not just clinicians – may have an impact on people’s experiences of health and care services. Despite this, there is little information available on how non-clinical staff actually do affect experiences of care.

If non-clinical staff are important to patient experience, then it might be helpful to them to routinely receive feedback from patients. And non-clinical staff could be far more involved in strategies to improve experiences of services they help provide.

In this webinar we will present a recent study of how non-clinical staff affect patient experience (for good or ill), based on stories shared on Care Opinion. We will go on to discuss how real-time online feedback could be a simple and effective tool for building and supporting an improvement culture among non-clinical staff.

Tweetchat

Wednesday 25 April, 8-9pm

To join the tweetchat, just follow the #ExpOfCare hashtag on Twitter when the time comes.

We will be discussing questions such as:

  • How do non-clinical staff affect people's experiences of care?
  • What feedback do non-clinical staff get from patients, users or carers?
  • What opportunities are there for non-clinical staff to improve care?
  • Do we yet have a learning and improvement culture which involves all staff?
  • Can feedback be shared with non-clinical staff via Care Opinion?


You are welcome to join this tweetchat whether you use health/care services, or work in them. I'm hoping that many non-clinical staff will join in.

Other webinars

Other Experience of Care week webinars are also available!

Response from James Munro, Chief executive, Care Opinion on

Quick update: we have now published our report on this topic.

It is available from this blog post.

This blog post is closed to responses.