Manchester Royal Eye Hospital - University Hospital of ... - reassessment detail.pdf · Why not ask one of our team about our ‘Experience Video’ and hear it first hand? Author:

Manchester Royal Eye Hospital

Outpatient Standards

Re-assessment

January 2016

1. We will be caring and professional in our delivery of your care

June 2015

85 / 100

January 2016

92 / 100

We’re Listening…

Patients told us that the department didn’t appear organised.

We’re Improving…

We have taken significant strides to make the department more

organised. Previously, nursing and reception staff would rotate through

different modules.

Now, staff are dedicated to a specific module which means only needing

to learn the processes for a few specialties rather than all. Regular

patients are also more familiar with their receptionists and nurses,

building rapport and developing customer service.

2. We ask that you are courteous and respectful towards our staff

June 2015

97 / 100

January 2016

100 / 100


Outpatient staff sometimes felt patients could be a rude at times, making

them feel uncomfortable or stressed.


New research discovers why patients might not always be courteous and

shows that it is often as a result of waiting much longer than expected.

So, we introduced patient pagers to all areas following an incredibly

successful trial. Staff are now able to offer the pagers when delays in

clinic are known and patients are able to enjoy nearby facilities.

3. We aim to see you in the most appropriate clinic with all the relevant

medical information

June 2015

94 / 100

January 2016

92/100


During clinic it is vital the doctor and his/her team understand your

medical history so having your medical record is extremely important.

In June the medical record reached clinic 94% of the time, but only 82%

of patients felt that doctors seemed aware of their history.


We’ve invested more time and resource to make sure a full medical

record is available for as many clinics as possible, and where this isn’t

possible a temporary record of the bare minimum information.

Technology is making it possible for medical files to be available in

multiple locations on-demand, so we’re currently talking to companies

who can bring this technology to the hospital.

4. Before clinic we will supply clear information about the appointment

and what to expect

June 2015

79 / 100

January 2016

84/100


For a long time, when you’ve told us you want more information we’ve

risen to the challenge and created fantastic leaflets.

You’ve told us that we are doing incredibly well during clinic to talk

through your diagnosis and treatments. Unfortunately, we don’t seem to

be giving you much information before you arrive at clinic – only 45% of

patients feel we give enough.


Our new patient information leaflet gives a lot of information, but maybe

it’s too much, not clear enough or missing elements that patients find

important.

We want to learn more about what you want to know before clinic, so

we’re holding an event on 10th February to find out! Come join us!

5. Our staff will be present throughout your clinic journey to help and

guide

June 2015

71 / 100

January 2016

73/100


Patients tell us they wait a very long time in clinic and it’s not always clear

how long they will need to wait. Half of our patients say they would like to

hear a more regular update on their waiting times. Equally, many of our

staff say that clinics run later than they should which means both patients

and staff arrive home late.


We have worked hard to have one-stop-shop appointments to save

patients having to make journeys multiple times. We’ve also improved the

environment: making it more comfortable, for example with a music

programme. More than that, we are commitment to avoid your waits

altogether, allowing you to enjoy more time out of hospital and get home

on time.

6. We will ensure outpatient areas are clean and maintained to a high

standard

June 2015

85 / 100

January 2016

97/100


Our staff have always been incredibly well presented, 98% of patients tell

us that uniforms appear clean and smart. This is equally true of the

department overall, appearing clean and tidy. In the past, 1 in 3 patients

told us the bathrooms and toilets haven’t been very clean.


Over the last six months we’ve had regular discussions with the company

who clean our facility. More regular cleaning of the bathrooms has

certainly been welcomed, with only 1 in 15 indicating cleanliness could

improve further.

7. Our target is to see you within 30 mins of your scheduled appt time.

We will keep you informed of any delays

June 2015

18 / 100

January 2016

100/100


Patients and staff often tell us that clinics start late, impacting on most

patients as they are seen in appointment time order.


All patients have their vision tested when they come to the eye hospital.

Indeed, all patients have this well within 30mins of their appointment time.

Subsequently, patients can then be subject to long waits for further diagnostic

tests or to see their doctor/optometrist/orthoptist.

To avoid having to wait, we have embedded ‘virtual clinics’ in many of our

services. This means patients have their diagnostic test done in hospital and

have their results sent once the doctor has reviewed them later.

We’ve also made the waiting time more comfortable, for example with music.

8. We will listen to you and plan your care with you

June 2015

89 / 100

January 2016

93/100


Here at Manchester Royal Eye Hospital, we feel passionate about

empowering patients to understand their diagnosis and treatment

options. This makes a shared decision about the future possible. In the

past, only 77% of patients felt they were asked what was important to

managing their condition, and only 72% said they understood what

danger signals to look out for after treatment.


You have scored us very highly, above 93%, when we asked whether the

doctor listened to you, you had trust in your doctor. We also seem to score

very highly on explaining everything about medications at 100%. Although

we’ve improved scores about danger signals and asking what is important

to you, we could make a bigger effort to ask you in clinic, and we will.

9. We will offer you a choice on where and how we deliver your care

whenever possible


Both nationally and locally, there is a real drive for specialist services to be

more accessible, in the heart of the community and closer to the home.

Nine months ago, most of our specialist services were provided at the

central Manchester Royal Eye Hospital, with a cataract facility also available

at Withington Community Hospital. On the map above, we offered

appointments at the yellow dots.


In June 2015, we outfitted new facilities with state of the art equipment,

renowned consultants and specialty nurses in the heart of Altrincham. The

new facility caters for over 8 different eye conditions!

And in October 2015, we opened a brand new, state of the art facility for

macular patients in Trafford.

We’re incredibly proud to be expanding into new areas, bringing care closer

to patients’ homes. See the blue dots on the map for new places.

10. You and the relevant care professionals involved in your care

will receive a clinic letter within 5 working days of your visit

June 2015

50 / 100

January 2016

50/50


Keeping your GP informed about your treatment is very important. Strong

communication ensures each health care professional, regardless of

location, is fully apprised of your complete care. Timeliness of sharing this

information is also important, as GPs are often a patient’s first port of call

for questions.


Sending letters after a clinic appointment has been a challenge for us,

but we’re rising to this challenge. Currently, all consultant letters are

typed within one working day and sent electronically to GPs so it’s

available immediately. This is a gold standard service. We are now

extending our secretarial service to ensure all letters are sent within 5

days.

11. Your appt will not be cancelled at less than 4 weeks’ notice

June 2015

91 / 100

January 2016

93/100


Cancelling appointments doesn’t help anyone and is often a significant

inconvenience. Unfortunately, it is necessary when a doctor or member of

the team becomes unwell or needs to attend to medical emergencies.

Our ambition is to keep our promise, and only cancel your appointment

when absolutely necessary, and certainly with 4 weeks’ notice.


Within the hospital, when a doctor/team member is unwell or can’t

otherwise hold a clinic we have an extremely robust process to make sure

clinics continue as planned with a suitably qualified replacement. There

remain some times when a clinic must be cancelled, affecting 1 in every

15 patients.

12. We will continually strive to improve our delivery of care based

on your feedback

At Manchester Royal Eye Hospital we have an ethos of partnership

working with patients, carers and representatives, such as MPs. Not only

do we have great consultations with our patients, fully involving them in

their own treatments, we also include patients when we make changes to

our services, such as our appointment letters and information leaflets.

We even have a slogan to frame this ethos:

We’re listening, We’re improving

Our campaign has dramatically extended over the last few years, with our

staff and patients working together in many ways:

Patient Listening

Events

Workshops twice a year for nurses to hear

how patients and carers would change our

service

Experience Based

Design

Patient and carer interviews to form a

movie, culminating in our largest ever co-

design event

Patient Experience

Trackers

Extending our coverage so each clinic has a

dedicated device for patients and carers to

use every day

Patient Expert

Programme

We’re looking to take another leap in

patient participation, and ask patients to

join forces with us.

Can you spare an hour a month to

co-design the most important

developments?

Enhanced staff training

We’re also extending training for staff to

learn the fundamental skills needed to

make and sustain positive change

SUMMARY

We’re Listening, We’re improving

The graphic above illustrates the scores from all the standards. The green

area demonstrates Manchester Royal Eye Hospital is making

improvements across the board.

Of course, nothing tells this story better than real patients with their own

voices. Why not ask one of our team about our ‘Experience Video’ and

hear it first hand?

Documents

Manchester Royal Eye Hospital - University Hospital of ... - reassessment detail.pdf · Why not ask one of our team about our ‘Experience Video’ and hear it first hand? Author: