Outpatients 5 Senses Study' January 2006'

1
Outpatients 5 Senses Study. January 2006.

• Presentation to
• Patient Experience Council.
• July 2006.
• Matron Sara Courtney.

2
Purpose of the study.

• To involve patients and staff in the
  identification of good practice and aspects of
  services/ environments that might need improving.
  
• Focus on quality.

3
What the study involves. Setting Ground Rules.

• Staff must feel safe. The focus is on helping to
  improve the outpatient experience, not
  disciplining or punishing bad practice.
• Initial Feedback- Private location. Risk of
  misinterpretation if only snippets of
  conversation are overheard.
• Confidentiality of staff and patients will be
  maintained.
• 60 minute protected observation time.

4
What the study involves.

• 29 Observational sessions.
• SMH OPD, RHH OPD and EMH RHH departments were
  included.
• Patients, voluntary services, OPD staff,
  administrative staff and management staff
  undertook the observations.

5
SIGHT. Close other senses and try to focus on
what you can see.

• Does the department look - welcoming/ tidy/
  organised/ chaotic?
• Is the first impression positive/ negative?
• Are staff appropriately dressed/ name badges/
  uniform?
• Is the waiting area/ reception tidy/ too busy/
  cluttered?
• Is interesting reading information available/ up
  to date?
• Is there current health promotion material
  displayed?
• Are waiting times clearly displayed and up to
  date?
• Do staff look welcoming/ happy/ unhappy/
  stressed?
• Are reception/ nursing staff frequently
  interrupted/ focused on the patient?
• Are patients dealt with promptly and fairly?)

6
HEARING. Close your eyes for a moment. Focus on
what you can hear.

• Does it sound busy/ chaotic/ calm/ relaxing?
• Can you hear soft music?
• How loud are the clinical waste bins?
• Are staff distracted by telephones continually
  ringing?
• Do staff introduce themselves to patients?
• Do they speak in an appropriate manner/ language/
  at a level of understanding?
• Are the conversations you hear professional/ work
  related/ social/ appropriate?
• Are patients kept informed of waiting times/
  reasons for extended waiting?)

7
SMELL. Try to focus on what you can smell/ the
general aroma of the area.

• Include the toilets/ reception area/ waiting
  areas/ tea bar, etc.

8
TOUCH. Focus on how the area makes you feel.

• Is it warm/ cold?
• Are the chairs comfortable/ too hard/ too low?
• Does it make you/patients feel welcome/ anxious/
  safe?

9
TASTE.

• Comment on the general taste of the area- e.g.
  décor/ cleanliness/ information available.

10
Conclusions and Action Plan.

• Study provided wealth of up to date views on
  patient environment.
• Enabled the accurate production of an action plan
  for the improvement of the outpatient experience.
  
• Reported to - Divisional clinical governance
• forum
• - Senior nurse forums
• Dermatology, pharmacy, radiology, maternity and
  critical care are now about to undertake their
  own 5 senses studies.

11
LISTENING TO PATIENTS- OPD QUALITY IMPROVEMENT
PLAN 06/07.

• Based on Results from-
• RHH/SMH Outpatient Five Senses Study Dec 05/Jan
  06.
• Trust PEAT assessment Jan 06.
• RHH Outpatient Department Patient Experience
  Questionnaire Feb 06.
• RHH/SMH Outpatient Satisfaction Survey Mar 06.
• Linked to Core Standards for Better Health.