At The Royal Orthopaedic Hospital, we are committed to offering the highest quality care to patients and service users. The views of patients (both adults and children), carers and members of the public are highly valued for developing services, recognising priorities and addressing concerns.
The PPG group helps us look at ways to improve patient experience at the hospital. The group will discuss issues that patients and carers raise and consider actions that need to be taken to resolve them. We will also use this group to help us gain a better understanding of the priorities and concerns of service users.
Please note the PPG will not deal with complaints, information on how to submit a complaint can be found by contacting the PALS department.
The Learning Disability and Autism Forum is a space for people with learning disabilities, autistic people and their parents or carers to share experiences and work together to develop and improve services at our hospital.
Membership is open to:
People with learning disabilities and autistic people
Parents and carers of people with learning disabilities or autistic people
Staff members who either have or care for someone with a learning disability or autism
Please note this Forum will not deal with complaints, information on how to submit a complaint can be found by contacting the PALS department.
Every 6 weeks on the Patient Experience Group meeting (PEG), staff and previous patients, members of the public and consultants, chat via zoom. The PEG is significant in healthcare organisations and helps directly monitor the patient experience. On these meetings, patients discuss their individual experience and specific areas of improvement following their surgical intervention with members of staff and clinicians specialising in the area of discussion.
Meetings include the weekly governance report, where incidents, RCAs, PALS contacts and complaints are discussed. This meeting covers both division 1 and 2 on a bi-weekly basis and informs the members of staff across the board of processes and procedures.
The Youth Forum will help to represent the views of young people, allowing young people to have a voice, discuss issues, be involved in decision making and contribute to improving and developing services for all young people within the Trust.
The Youth Forum will be developed and run by young people for young people and will be supported by professionals involved in the care of young people, as well as members of the Patient experience Department.
Details of the next Youth Forum:
Date 12th July 2022
Time: 17:00pm – 18:00pm
Location: Microsoft Teams: https://teams.microsoft.com/l/meetup-join/19%3ameeting_MDFiNjZkZjEtNTgxYy00Y2IxLWFmZmYtZmIzMDE4MTM4MzQ0%40thread.v2/0?context=%7b%22Tid%22%3a%2237c354b2-85b0-47f5-b222-07b48d774ee3%22%2c%22Oid%22%3a%229088b000-ee74-47a2-9f16-774a2f4a09f0%22%7d
Please note this forum will not deal with complaints, information on how to submit a complaint can be found by contacting the PALS department
I can tell what kind of care my daughter is going to get within 15 steps of walking on to every new ward.
This powerful statement, from a mother whose daughter needed frequent inpatient stays, inspired the development of the ’15 Steps Challenge’. The 15 Steps Challenge focuses on seeing care through a patient or carer’s eyes, and exploring their first impressions.
We are always keen to listen to your views. There are a number of ways we regularly collect feedback about our services.
When you visit, you'll see our Smiley Face Touchscreens around the site. They are a quick way to share how you feel about your visit.
Simply touch the screen and select the face which matches your experience.
Your feedback gives us a quick way to understand the general mood and experience of our visitors, which means that if lots of people are having a less than positive experience, we can intervene.
Satisfaction Surveys are used to monitor the experience of patients, complainants and enquirers. These surveys are sent out via email or letter to the complainant and analysed to address the complainants experience of the complaints service; they are sent out a few weeks after the final complaint letter is sent, with a covering letter and a freepost envelope. They can be returned anonymously. Once they are received, they are reviewed by the patient experience team who use the information to analyse and improve the service.
Compliments are comments, letters or even gifts expressing thanks and gratitude for the service received. We log compliments on the system and share them with departments and senior management.
Friends and Family tests (FFT) are an anonymous feedback form used to monitor, assess and improve patient experience.
Where to find them – FFT’s can be found in the department you are visiting or you can ask a member of staff for a copy. The forms are anonymous and once completed you can drop them off in the deposit boxes situated within the department.
What happens with them
The Patient Experience Team or Trust volunteers will collect the feedback forms weekly and separate the compliments, comments and concerns. Any specific comments to staff will be sent to the departments and concerns will be flagged for improvement and actions.
How we report on the data
FFT data is reported on weekly and monthly. The weekly reports are scanned copies of the Friends and Family Test forms and are sent to the relevant departments. They are separated by concerns, compliments and feedback. Monthly, a report table that is divided by department is sent to the senior management team for each speciality. FFT footfall and response rate data is also reported on in the monthly DMB and Quality reports and discussed during the corresponding meetings.