Summary of report contentFollowing a number of pieces of work completed by Healthwatch Stockton-on-Tees in the University Hospital of North Tees, from 2015 to 2016, patients reported that communication could be improved. Healthwatch Stockton-on-Tees also had data on this topic from feedback received during community engagement and a number of other sources, so decided to analyse information gathered and determine what, if any, recommendations can be made to improve communication pathways and patient experience. Healthwatch Stockton on Tees staff designed questionnaires for gathering the experiences and views of employees in some of the departments where communication issues have been highlighted. It also collected feedback from 12 members of staff from the hospital. Following analysis of the information gathered, they formulated six recommendations: 1. Despite the introduction of the ‘Accessibility Standard’ which NHS England advised implementation by 31st July 2016, the Trust has work to do to improve this. 2. Abolish the use of the terminology PAS, use TrakCare only internally in policies, procedures and training documentation. “The Standard Operating Procedure ‘Tracking and Procedure’ states the PAS has been replaced with the new electronic personal record (EPR) system – TrakCare.” Healthwatch recommends the conflicting information in the Trust’s policies and procedures are addressed. 3. Awareness raising raise awareness for staff that training opportunities for TrakCare are available. 4. Review staffing levels/current procedures in the Orthopedic Outpatients Department and address the top 3 complaints staff receive from patients. 5. Look at the “open door” policy for medical records to determine if this is best practice. 6. Investigate the possibility of an answer machine in the Fracture clinic.
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University Hospital of North Tees Communication Report
Date of publication
Wednesday, 25 January, 2017
Type of report
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Consent to care and treatment
Food and nutrition
Health and safety
Lifestyle and wellbeing
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Secondary care services
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Types of health and care professionals engaged
All care professionals
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Is there evidence of impact in the report?
Is there evidence of impact external to the report?