Outpatients 5 Senses Study. January 2006. Presentation to Patient Experience Council. July 2006. Matron Sara Courtney.
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.
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.
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.
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?)
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?)
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.
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?
TASTE. • Comment on the general taste of the area- e.g. décor/ cleanliness/ information available.
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.
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.