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Feedback on Nutritional Care: the approaches, the barriers the opportunities

Feedback on Nutritional Care: the approaches, the barriers the opportunities. Rosemary Hill, Scottish Health Council Gina Alexander, Patient Opinion Sarah Sinclair, NHS Lothian. Why don’t they say something?.

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Feedback on Nutritional Care: the approaches, the barriers the opportunities

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  1. Feedback on Nutritional Care: the approaches, the barriers the opportunities Rosemary Hill, Scottish Health Council Gina Alexander, Patient Opinion Sarah Sinclair, NHS Lothian

  2. Why don’t they say something? • Despite the good work on nutritional care and strong commitment to ensuring that no one is hungry in hospital, the experience of some patients is poor • The Better Together in-patient survey report noted that around 1 in 10 of those who needed help to eat and drink did not get it

  3. Patient Opinion Feedback • ‘meal was left on the table at the side of her bed (out of reach) and was collected 'untouched' by the ward assistants ..... no one noted that my Mum wasn't eating or drinking’. • ‘..asked for a cup of tea which he was given but could not reach, he kept calling out but was ignored’ • ‘she had difficulty swallowing and that her throat needed to be rubbed - I noticed that none of the nurses at the desk bothered to come and see if she would like a drink’

  4. Care Quality Commission ReportMay 2011 Recurring concerns relating to nutrition included: • people not being given the assistance they needed to eat • their nutritional needs not being assessed and monitored • people not being given enough to drink

  5. What can be done to help people speak out • What stops them? Lack of confidence? Anxiety about negative impact? • How can we make it easy for people to feedback and show that we want to learn from their experience? • The Southampton solution - matrons hold ‘listening clinics’

  6. Southampton matrons develop patient and relative 'listening clinics’ • One of the two matrons visits the wards to introduce themselves to patients and their families and inform them of the clinic, while the other waits for those who stop by. • Patients and relatives will find posters featuring Jill and Katie’s photographs and details of their next clinic on the notice boards around the medicine for older people department. • ‘Hourly rounds’ at Royal Free Hampstead NHS Trust

  7. Red Tray Initiative at Trafford Healthcare NHS Trust • Any Patient needing help with eating is identified on admission to hospital • The system used to signal that they need help is a red tray liner • Red Tray liners highlight the patients who need help and reminds support staff that the tray should not be taken away until the nurse has documented their intake

  8. Discussion • What mechanisms have you put in place to encourage people to give feedback with confidence? • What approach to giving feedback would you be comfortable with?

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