Thursday 20th June 2013
Improving patient experience: Juliet Bouverie, Director of Services, on Macmillan’s response to the Mid-Staffordshire Hospital report.
In February the long-awaited report by Robert Francis into the scandal of Mid-Staffordshire Hospital was published.
The report exposed a shocking subculture within parts of the NHS which time and again severely compromised patient safety and quality of care.
Alongside the range of recommendations made in the report, and new initiatives from the Government such as the Family and Friends test, Macmillan Cancer Support wants to see the introduction of effective measures to ensure improvements in patient care are happening on the ground.
First, we want the NHS to adopt a values-based approach to improving patient experience which recognises the way staff feel affects their relationship with patients. We have developed the Macmillan Values Based Standard (VBS) [PDF] using eight behaviours we know can make a real difference to someone’s experience of care. We aim to roll this out across the UK and we’d like to know how you can support us to do this.
Secondly, we have campaigned hard for governments across the UK to conduct an annual National Cancer Patient Experience Survey (CPES) so that managers and clinicians can understand what patients need and where we need to improve.
We urgently want the CPESs that are taking place in England and Wales to be repeated in Scotland and Northern Ireland.
Macmillan has produced two toolkits to help trusts improve cancer patient experience – one for England called Improving cancer patient experience – a top tips guide [PDF] and one for Wales called Providing person-centred cancer care in Wales: A guide for Local Health Boards [PDF 1.92MB].
For printed copies of the two guides, email Sue Gooderham, PA to General Manager (LASER) and PA to Head of Regional External Affairs. This article was written by Juliet Bouverie Director of Services.