Inspiration North West: it's all about the patient's experience
These consultations provide an invaluable opportunity to change the way in which compassion is shown, kindness demonstrated, conflicts handled and decisions managed. They are fundamental to how we relate to each other and to the patients and users of our services; they also play an important role in the reputation of the NHS.
The evidence tells us that patients want to feel better and research shows that this is as much as the clinical outcome they were seeking. Valuing the patient experience in all we do is important to us and a key element in driving quality improvements throughout the North West. NHS North West sponsored a two-year pilot project ‘Patient Opinion’ which harnesses patient feedback on hospital and community services to inform service development and improvement. This has led directly to enhancements in the services provided to some of our patients; for instance the introduction of a Bereavement Counsellor at one of our acute trusts. In September 2008, we extended our commitment and agreed to fund a two-year programme to develop a North West Services Experience strategy. Inspiration North West aims to
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Raise the profile and value
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Benchmark best practice
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develop patient experience measures
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identify and celebrate ‘Brilliant Basic and Magic Moments’
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pilot new approaches and methodologies to support best practice.
A service experience Board has been established to oversee the work and to ensure that opportunities for improving patients' experiences of the health service are supported through the development of effective commissioning, staff training and development of patient-focused leadership and management.
In 2009 the Service Experience Programme will ensure that: • service experience is regularly measured, and feedback is given to the public, providers and commissioners • quality improvement mechanisms provide incentives to improve and innovate services • best practice is clearly defined, demonstrated and measurable • The NHS in the North West is capable of delivering excellent service experience
Visit www.inspirationnw.co.uk for more details of the work, pilot programmes and forthcoming events.