Royal Cornwall Hospitals NHS Trust (RCHT) is working in partnership with the Patients Association to launch a CARE campaign aimed at patients and staff.
The campaign has been developed from the Patients Association and Nursing Standard national campaign launched in November 2011, based on the most frequent concerns raised nationally by patients, their relatives and carers.
CARE stands for:
C - communicate with compassion
A - assist with toileting, ensuring dignity
R - relieve pain effectively
E - encourage adequate nutrition
Through the campaign, RCHT is affirming its commitment to deliver these fundamentals of care and wants to ensure that every patient and member of staff is clear about the high standard of care expected at our hospitals.
RCHT wants to work with patients, relatives and carers to continuously improve patient care. We are therefore appealing today – alongside the Patients Association – for new volunteer Patient Ambassadors who can help us to improve the overall patient experience. This may include visiting wards and departments or helping with feedback and analysis on specific issues.
Anyone interested in assisting with this work should contact Shirley McIntyre, Patient and Public Engagement Manager at RCHT on 01872 253034 or email firstname.lastname@example.org or can contact Lynn Dunne, Regional Manager at the Patients Association on 07527 362107 or email Lynn@patients-association.com.
The CARE campaign is all about listening to patients and putting their needs at the centre of everything we do. RCHT has made good progress in the past 12 months in improving patient care but we know there is more we can do.
Lezli Boswell, Chief Executive of Royal Cornwall Hospitals NHS Trust said:
“I am delighted to be working with the Patients Association as part of the national drive to continuously improve patient care. I am proud of the progress we have made at RCHT in the past 12 months but I know that in some areas we still have work to do. Communication, nutrition, pain relief and ensuring dignity are core elements of our care and I want all our patients to experience the same high standards across all our services.
Andrew MacCallum, Nurse Executive at Royal Cornwall Hospitals NHS Trust said:
“Caring is what we do and I want our community to know that yes we care and yes we are listening. The CARE campaign is an excellent way to engage our staff and patients about the standards we expect at our hospitals. We are encouraging patients and carers to speak to our staff if we are not meeting their expectations and in turn our staff will now regularly ask if we are doing all we can for our patients in the four important areas set out by the Patients Association.”
Katherine Murphy, Chief Executive of the Patients Association said:
“The CARE challenge is achievable but only if you the community of Cornwall join with us to help make your local NHS accountable and answerable for the services they provide – we are hoping to recruit hundreds of Ambassadors to make this a reality so please contact us.”
Measuring the campaign:
The success of the CARE campaign will be measured by improvements in patient feedback through our patient experience survey which has been revised to focus on the four key areas. We have also set up an online feedback form for patients if they want to tell us anything after they have left hospital available at www.rcht.nhs.uk
Additionally our staff will talk to our patients and carers on a regular basis about the four elements of the CARE campaign. We will also expect the Patient Ambassadors to tell us how we are doing. We will formally review the success of the campaign after the first six months.
Currently we know from the patient experience survey:
97% of patients say RCHT staff are courteous, polite and helpful (88% always, 9% sometimes)
98% of patients feel they are treated with respect and dignity at RCHT (87% always, 11% sometimes)
97% of patientsthink RCHT staff do everything they can to help control their pain (82% always, 15% sometimes)
93% of patients think they get enough help from RCHT staff to eat their meals (80% always, 13% sometimes)
96% of patients say they are able to eat meals undisturbed (79% always, 17% sometimes)
Become a Patient Ambassador
RCHT Patient Ambassadors
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist healthcare in Cornwall and the Isles of Scilly. The Trust has three main hospital sites in Truro, Penzance and Hayle but also provides services throughout the region. We serve the 535,000 people who live in Cornwall and the Isles of Scilly - 420,000 of whom primarily look to RCHT for their secondary healthcare services.
The Trust is committed to putting the patient at the centre of everything that we do and we are looking to recruit Patient Ambassadors to help us build on some of the excellent work which already takes place. This may include being a member of a group or visiting wards and departments to help us improve patient care and services - including on issues such as how we communicate with patients and ensuring our patients are treated with privacy and dignity.
You may, or may not, have had any experience of being a patient but we would like to hear from you if:
You are interested in helping to improve the patient experience in our hospitals.
You want to influence the planning and delivery of our services.
You feel you can represent the views of people other than yourself.
You have some spare time to work with us to make a difference
If you would like to register your interest or would like further information, please contact Shirley McIntyre, Patient and Public Engagement Manager on 01872 253034, or e mail email@example.com