I care, I track, I care ambassadors

We are always seeking to further improve the experience our patients have of our care. So this year, our Trust devised the innovative I care programme to help raise awareness of the importance of patient satisfaction.

More than 1,500 staff attended training sessions in which professional actors performed typical scenarios from hospital life.

The actors then gathered feedback from staff on how their attitude and communication could be improved, inviting staff to think about how their patient interactions could be more positive.
Associate director of organisational development, Sue Grange, one of I care’s designers, said: “This will inspire staff to think about their behaviour towards patients and each other. It covers many types of situations staff face which involves patients.”

After taking part in a session, elderly medicine physiotherapist Rachel Keating said: “I learned that simple changes in the attitude, behaviour and listening styles of front line staff can have a huge impact on patient satisfaction and care. It was very interesting to look at common hospital scenarios through a patient’s eyes.”

The workshops were followed by two more elements of I care: cascade training and ambassador training. Nurses, midwives and other staff were selected to pass on the values imparted by these workshops to colleagues.

Sue said: “Our I care ambassadors were identified by both their role and personal drive and conviction.

“We trained 60 ambassadors who attended an intensive workshop to learn how to champion customer care and address poor practice when they experience it.”

I care cascade trainers were selected to run their own I care training sessions locally with colleagues, to ensure that I care can be rolled out to all staff on an ongoing basis. The success of I care is measured through the results of hand held electronic devices on all wards which give real-time data on patient satisfaction.

More than 140 devices and five kiosks continually record patients’ experience of their care across our five hospitals.

The system, called I track, asks patients to rate core aspects of their care.

Janice Sigsworth, director of nursing, said: “This is the first time a programme of this size and scope has been used in an acute Trust. We recognise what makes a difference is the quality of the interactions that patients have with staff, including them fully, explaining their treatment and giving them a chance to ask questions and be involved in decisions.”

Staff case study
Margot Spratley, clinical practice educator for our renal service, is an I care cascade trainer and, alongside her team, runs I care training sessions for staff to raise awareness on the importance of customer service.

“We deliver 45 minute sessions which include a section on first impressions, such as how to welcome patients and visitors. We compare ways of doing this. Then we ask people to discuss the best and worst experiences of customer service they have had in other places, for example in restaurants or a bank, and then we relate it to ourselves in our clinical setting.

“Our aim is that, after the sessions, we see the results in the wards and clinics. We have had some really positive responses from staff after their sessions who feel very motivated to put into practice what they have learned,” added Margot.

Patient case study
Inpatient Marjorie Pegram, 88, is undergoing dialysis for kidney failure. Many staff caring for her have undergone I care training with Margot’s team.

“I’ve been here two weeks,” Marjorie said. “It’s important to have a good experience in hospital when you are here for a long time.

“When I first came to the ward, the staff were very helpful, talking to me and explaining my condition and treatment. My brother in law is treated very well too when he visits.

“And the staff who serve my meals are very pleasant and help me by taking the lids off my food.”