Trust rewarded for outstanding mark
THE NHS trust in charge of running Wexham Park Hospital has picked up a national award for its turnaround of the hospital’s struggling emergency department.
Frimley Health NHS Foundation Trust won the prize after managing to halve the number of complaints and having the department rated as ‘outstanding’ by the Care Quality Commission.
The trust’s work was recognised at the NHS Friends and Family Test Awards at a ceremony in Leeds on Thursday March 17, when the audience heard how staff had made a determined effort to act on feedback after the department was rated as ‘requiring improvement’ by CQC inspectors in 2014.
Claire Marshall, head of patient experience at Frimley Health, said: “We are really proud of how our emergency department team have turned things around to become among the best in the country and this latest award is nothing less than they and our local community deserve.”
In 2014, fewer than 70 per cent of people said they would recommend the Wexham unit to friends and family, and there were formal complaints about waiting privacy attitude.
As a result, staff embraced change to improve the experience for patients and a raft of initiatives were started.
The department was redesigned to cope with increasing attendance and streaming was introduced with a nurse based in reception.
Areas were colour coded so patients and staff knew what was happening, matrons were appointed to act as clinical leaders and shift times were altered to better match the busiest periods. times, lack of and poor staff
A recruitment initiative was started to address high turnover and the use of interim staff, and doctors and nurses were encouraged to work closely together to address issues raised by patients in the survey.
Over the next 18 months, the FFT scores rose to 90 per cent endorsement and average complaints per month were halved.
Performance improved, with more than 95 per cent of patients being treated or admitted within four hours.
Claire added: “The results have been really encouraging and we will continue using FFT and other patient feedback to help us make even more improvements for our patients and their families or carers.”
(From left) Shaun Webster, of learning disabilities charity Change, presents an award to Angela Ballard, James Rolfe, Joanne Hawles, and
Claire Marshall at Frimley Health