Patient Experience Revolution

Whipps Cross launched its Patient Experience Revolution in 2009 to improve care by involving patients and staff directly in creating a set of clear quality initiatives and behaviours.

The process started with a set of ‘In Your Shoes’ workshops, where over 500 patients, carers and staff were invited to share their experiences of the Trust with senior staff, both on a one-to-one basis and in group workshops. This approach highlighted some key failings and deficiencies in our service which people wanted us to address. It resulted in:

• A promise to all our patients that everyone will feel cared for, safe and confident in our clinicians;
• A set of ten core service standards which all staff will strive to deliver at all times.

 Dignity and respect are at the heart of the Revolution. Our work to promote and maintain our standards includes:

• Providing every member of staff with a manifesto outlining how they can promote dignity and respect at all times during their working day;
• Aligning all the Revolution’s core standards to easily measured behavioural expectations and competencies which can be applied to all staff;
• Running customer service standards training for every member of staff which emphasises the need to observe privacy and dignity;
• Employing dedicated customer service managers in addition to our Trust-wide Patient Advice and Liaison Service (PALS);
• Establishing nurse-led ‘hourly rounding’ on all wards to address patient care and comfort needs and to monitor privacy and dignity issues.

Click here to view the Patient Experience Revolution manifesto