Trust re­warded for out­stand­ing mark

Buckinghamshire Advertiser - - NEWS -

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

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