New Trust strategy published: Patient Experience, Engagement, and Insight Strategy 2024-29
University Hospitals of Derby and Burton is pleased to share the new Patient Experience, Engagement, and Insight Strategy for 2024-29. This strategy sets out how we will work with our communities, staff, and partners to deliver better care and improve patient experience across our Trust.
Improving patient experience will help to deliver the Trust's new Exceptional Care Together strategy, to be published in May, and maintain our values of Compassion, Excellence and Openness.
All patients deserve access to high quality care and the opportunity to share their views about their experience with our Trust. This insight helps us understand 'what good looks like' and equally what it doesn't look like so we can improve our services and experiences for patients, families, and carers at our Trust. Good patient experience is an important part of delivering exceptional and safe care and better health outcomes for our population.
We have made three commitments to deliver over the next five years:
Feedback: Create accessible feedback routes for patients, families, and carers across all community groups to share their views and ensure they feel listened to and understood. We want to provide timely and compassionate responses to concerns and complaints by:
- improving the visibility of how people can provide feedback, via leaflets, our website, and notices in different languages,
- providing our staff members with the information and skills needed to support patients, relatives, and carers to share their experiences,
- streamlining our processes for investigating concerns and complaints,
- educating our staff in line with national best practice guidelines.
Engage: Ensure patients are involved in their own care and safety and our communities have their say on services, proactively reaching out to underrepresented groups who don't often provide feedback by:
- visiting community groups and working in partnership with the voluntary sector to gather the views of underrepresented communities,
- assessing how representative our current engagement is of the communities we serve and proactively reach out to those people,
- using insight from community engagement to inform Trust service improvements,
- equipping staff with the skills to engage and involve patients,
- involving Patient Safety Partners in organisational safety.
Improve: Improve our services based on patient feedback and involve patients and communities when planning and designing services by:
- increasing the use of triangulated feedback in governance meetings to inform improvements,
- continuing to develop the role of Patient Safety Partners in developing services,
- improving services through utilising insight and involvement.
Our Always Pledges outline what patients should expect from our services and are based on national best practice guidelines.
- We will always provide care for your individual needs.
- We will always listen to what matters to you.
- We will always treat you with courtesy and respect.
- We will always keep you informed and ensure you understand.
- We will always be kind and maintain your dignity.
Our strategy focusses on three main stakeholders:
Patients, families, and carers to have the best possible experience in our care and feel listened to, understood, and involved.
People to feel confident and equipped to support patients and families with concerns in a compassionate manner and ensure services are developed around the patients' needs.
Partners work with us to jointly develop and improve services incorporating the patient's voice.
Download our strategy in detail about how we plan to achieve our ambitions over the next five years through clear goals and targets, our governance structure and involvement plans.