Patient experience and involvement
Introduction
In the NHS Next Stage Review (2008), Lord Darzi defined
patient experience like this:
"Quality of care includes quality
of caring. This means how personal care is - the compassion,
dignity and respect with which patients are treated. It
can only be improved by analysing and understanding patient
satisfaction with their own experiences."
This definition captures two important
elements of patient experience. Firstly, that patient
experience (i.e. "quality of caring") is an essential part of high
quality NHS care - as important as patient safety and the
medical interventions that patients receive.
Secondly, that patient experience can only be
understood by listening to patients (and by extension their
loved ones and carers). We've produced a simple guide to patient
experience that you can read here.
At UH Bristol we have a comprehensive
feedback programme in place to capture people's views of the care
we provide. We use this information to ensure that we are providing
a high quality service and to carry out improvements where
needed.
There are lots of opportunities
for you to share your views and experiences of our care. As a
starting point, please have a look at the links on the left hand
side of this page, and feel free to contact the Patient Experience
and Involvement team to find out more:
Matthew Areskog (Patient Experience Manager) on 0117 342
3638 or Matthew.Areskog@uhbw.nhs.uk
Tony Watkin (Patient and public Involvement Lead) on 0117
342 3729 or tony.watkin@uhbristol.nhs.uk
Anna Horton (Patient Experience & Regulatory Compliance
Facilitator) on 0117 342 3724 anna.horton@uhbristol.nhs.uk
Chris Swonnell (Head of Quality for Patient Experience and
Clinical Effectiveness) on 0117 342 3748 chris.swonnell@uhbristol.nhs.uk
The Patient Experience and Involvement Team helps to ensure that
the patient voice is central to the Trust's work and that there are
processes in place to collect, understand and use feedback about
our services. The team also help staff to carry out their own
survey and involvement projects in their local departments and
wards.
We are grateful to Above and Beyond who support our patient
experience and involvement work.
Achievements and News
May 2017 - Shortlisted for 'Patient Experience at Heart' work at
the Health Service Journal (HSJ) awards
January 2018 - Medical Education and Patient and Public
Involvement Team nominated for an award as part of the Health
Education England's Star Awards Programme and finalist for the
Hearing the Patient Voice award category
June 2019 - UH Bristol staff shared what good customer service
means to them in the below video.
