Rachel Wright
Betsi Cadwaladr University Health Board
At BCUHB we collect a large amount of patient and carer feedback data where learning from patients. Unfortunately, this feedback is not applied across services. We cannot keep repeating negative experiences and re-occurring themes in terms of quality of care.
The project:
We would like to develop a framework where we can test learning from patient, carer and relative experience. We would like to develop patient and carer experience standards that are co- produced with patients and carers.
We would like to strengthen existing staff skill set to support and help them identify learning from experience as part of a learning methodology.
Approach:
We will work with staff patients, carers and relatives to identify what good experience looks like and identify improvements BCUHB need to achieve to get there. This will form a 12 month plan.
Anticipated benefits:
- Increased understanding of the benefits of learning from patient and carer experience.
- Increased staff skill set empowering services to take responsibility for patient experience data and feedback.
- Clear framework for all staff to follow around learning from experience.
- Improved relationships with patients, carers and stakeholders.
- Patient and carer experience standards co-produced by patients and carers that reflect what good/ outstanding experience should look like.
- Increased mechanisms for patient and carer feedback/ engagement in health board decision making.
The project outcomes will strengthen the voice of the patient and carer as a key component in service design.
