Yorkshire Ambulance ServiceService-user Experience Survey Programme

PENNA 2013 – Measuring, Reporting, Acting

Yorkshire Ambulance Service (YAS) NHS Trust operates:

A virtual emergency operations centre, based on two sites

An accident and emergency service in response to 999 calls

Yorkshire Ambulance Service (YAS) NHS Trust operates:

A non-emergency patient transport service

An urgent medical help and advice line (NHS 111)

We are the only NHS Trust that covers the whole of Yorkshire and the Humber.

We employ 4,612 staff and 960 volunteers, enabling us to provide a 24-hour emergency and healthcare service to more than five million people.

Our Mission: Saving lives, caring for youOur Values: We Care

The challenge:Patient experience not seen by ambulance service managers as a core performance measure

Ambulance services see patients for a transient period, often at times of distress – more difficult to obtain representative feedback

Where we started:

Wide commitment to patient experience…

… but no metrics and reliance on anecdotal evidence

Our programme:

How does our service experience compare with other services?

Monthly survey

programme

Performance monitoring by service and geographic area

Do we have a problem that needs to be addressed?

Help select topics where patient stories will improve awareness of how it feels to use our service

What should we select for adeep dive?

Our surveys:A&E

Including Learning disability versions

PTS

What was important? Robust sampling methodology, ensuring that no one was

unnecessarily excluded

Clear presentation, language and design

Narratives to give patient insight alongside quantitative information

Minimising the risk of distress to relatives of deceased patients

Our surveys:

What was important? Specific steps to minimise any potential for harm to vulnerable patients (those for whom safeguarding measures were in place). Benchmark-ability - Friends and Family Test

The standards and legal requirements for information governance

Results included in internal performance monitoring at Board, service-line and local level

Our surveys:

The survey design - our journey:

2010Patient Experience Programme began.

2011YAS A&E patient experience surveyPilot

2012 Revised A&E patient experience survey Survey version for A&E and Patient Transport service users with a learning disability (supported by a Focus Group)

2013 Friends and Family test extended monthly survey methodology into our Patient Transport

and 111 services

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External engagement in YAS patient experience feedback: Involvement of YAS Expert Patient LINk/Healthwatch engagement Public presentations Publicity through staff continuing professional development

Management and staff engagement in patient experience feedback:

Integration with corporate and local reporting Staff communications at station level Patient stories Corporate induction Integration with in house training and higher education providers

Changes within the Emergency Operations Centre when referring a 999 call to a clinical adviser

Greater emphasis on not only ‘what we do’ but ‘how we do it’ including dignity and respect

Learning in Action

The YAS Dignity Code

Ensure dignity for every service user by:

1. remembering that many care activities can leave people feeling vulnerable (physically, emotionally or psychologically)

2. demonstrating respectful verbal and non-verbal communication

3. having zero tolerance for all forms of abuse

4. supporting people with the same respect you would want for yourself or a member of your family

5. respecting people’s right to privacy

6. Treating everyone as being of worth, in a way that is respectful of them as valued individuals

YAS Dignity and Respect Champions

DIGNITY ACTION DAY1 FEBRUARY

# hello my name is…

2013

2014

Peter Robinson, Paramedic Practitioner, receiving theRespect and Dignity Award at the WE CARE Awards 2013 

YAS WE CARE Awards 2013

Questions?