SlideshowNancy Fontaine and Tim Keogh: patient experience revolution at Whipps Cross
Nancy Fontaine, Deputy Director of Nursing, Patient Safety and Quality, Whipps Cross University Hospital NHS Trust, and Tim Keogh, Partner, April Strategy, discuss the work that Whipps Cross has done to revolutionise patient experience.
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I work for a large and very busy Trust. The staffing numbers are not always what is required to deliver the best-possible care, but many, many of the staff (nursing/medical/housekeeping and a variety of others) work over and above the call of duty and frequently do not leave on time because they are caring for patients/relatives.They give up their break times (badly needed) to continue to offer washes/drinks/general help, against constantly -changing ward and organisational targets.
To accuse them of lack of compassion is clearly unfair, when they are trying to deliver excellent care against a backdrop of increasing numbers of frail elderly patients with multiple needs, requiring constant input, whilst the staff arrange discharges/ transfers/ discharge medications/ medical rounds / drug admiistration / talking to relatives.
I have seen staff comfort distressed patients and relatives, talking to them with great compassion, not lndicating in any way that they still have many tasks to complete.
It is not ALWAYS possible to offer this level of service, but I see it offered as the rule, rather than the exception, even when it encroaches on the member of staff's own time.
Mark, to answer your quote: We DO remember this today, and will tomorrow.
Please have consideration and compassion for the staff, because , frankly, I think they work miracles, and deserve rather more appreciation.
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