Patient First: an innovative programme empowering staff to positively impact patient experience

At Epsom and St Helier University Hospitals NHS Trust, we pride ourselves on putting the patient first and delivering great care to every patient, every day. In order to achieve this, it is vitally important that we do everything we can to ensure that we – all 4,500 staff and 500 volunteers – really understand what matters to our patients, what their hospital journey might feel like, and recognise what we can do to make their experience as positive as possible.

Having identified this need, we launched Patient First – an innovative staff engagement programme that enables people to positively change our patients’ experience of being in hospital.

The programme has become a social movement that aims to empower our staff to recognise where improvements can be made, challenge any behaviour or standards that undermine great care, and drive forward meaningful change. The programme consists of four key elements:

• Care in changing times
• See it through my eyes,
• Put yourself in my shoes
• Make a step change.

Patient First is about taking action and making a difference to the culture of our organisation. Our staff are able to see and experience things through the eyes of the patients, and to put what they learn into action and effect real change.

Some of the exciting changes made include:

• Introduction of the Dr Trolley by the junior doctors – quick and easy access to equipment required during patient assessments saving up 60% of time

• The Way Finding vision co-designed with patients and the public

• ‘Do not disturb – drugs round in progress’ tabard for nurses when dispensing medication to patients, thereby reducing the time taken to complete the round and reducing errors

• Staff volunteering initiative, helping non-clinical staff interact with and support patients at mealtimes

• Different coloured lanyards with roles printed on them, enabling patients to easily identify non-uniformed staff eg doctors, porters, pharmacists

• Introduction of the ‘dementia suitcase’ and memory boxes for patients with dementia, containing familiar items and distractions which help calm patients in the unfamiliar surroundings of a hospital.

Since inception, we have used a real ‘Board to Ward’ approach, with our executive team working closely with colleagues across the organisation to facilitate Patient First sessions, support staff in making (and fulfilling) ‘I will’ pledges, and helping to drive through changes. The all-level involvement in the programme is fostering better awareness and understanding of the overall patient experience strategy, and encouraging more cohesive working to ensure that everyone is striving towards the same goals. We encourage everyone to participate in Patient First, including the opportunity to become a #patientfirst champion!

Our monthly newsletter, which shares good news stories and the latest innovations/changes, is emailed to all staff and #patientfirst champions, and is circulated in hard copy to patients on the wards. The ability to engage with people is integral to the success of the programme, so we have a dedicated Patient First email for responding to new ideas, feedback and any issues.

To cap off an outstanding year for Patient First (including winning the HPMA award for special achievement in patient experience, and being shortlisted for an HSJ award in the Compassionate Patient Care category) we held our inaugural Patient First Conference in October. Attended by over 130 people, including staff, patients and external stakeholders, the conference showcased the fantastic work our staff have completed and the changes that have been made (and we continue to make) as a result of Patient First.

If you want to know more about Patient First, or to sign up to be on our mailing list and become a #patientfirst champion, please visit our website www.epsom-sthelier.nhs.uk/patientfirst or email [email protected].