‘How statistics are being used to impact on service delivery’

Rory FarrellyDirector of Nursing

NHS Greater Glasgow and Clyde

Scottish Government Annual Stakeholder Conference

1 November 2010

Greater Glasgow and Clyde NHS Acute Services Division

• Covers a population of 1,191,000 and has an annual budget of £1.4bn (08/09).

Acute Hospitals

Within Glasgow – Acute sites• Glasgow Royal Infirmary• Stobhill Hospital• Victoria Infirmary• Southern General Hospital• Western Infirmary• Gartnavel General Hospital• Mansion House• Lightburn & Drumchapel

1 Children’s Hospital • Royal Hospital for Sick Children

Hospitals

Within Clyde – 3 Acute sites

Royal Alexandra Hospital

Inverclyde Royal Hospital

Vale of Leven Hospital

In addition

West of Scotland Beatson Cancer Centre

Services Provided

• A&E service• Acute Medicine• General Surgery• Orthopaedics• Vascular• Urology • ENT• Obstetrics/Maternity• Ophthalmology• Care of the Elderly

Services Provided

• Stroke• Renal • Paediatrics• Plastic Surgery / Burns• Neurology• Neurosurgery• Cancer Services• Diagnostics• Minor Injuries• Day Surgery

Facilities

Beds• 4292 Acute Inpatient beds• 289 Paediatric beds• 179 Obstetrics beds

Theatres• 77 IP theatres• 21 Day case theatres

Activity

• A&E attendances – 453,236

• Inpatient activity - 276,800

• Day Case activity – 137,982

• New Outpatient Attendances - 525,232

Patient Experience Questionnaire• Inpatient Between October 2008 and

September 2009

• Number questionnaires sent out 18,974

• Response rate 47%

• Provisional results - September 2010

Survey asked Patient Experience around:-

• Admission• The Hospital and Ward Environment• Care and Treatment• Staff• Leaving Hospital• Medicines

Priorities

• Ensure safe and effective working practice• Enhance the patient experience• Shared aspirations, objectives, values and

priorities• All staff contribute to leadership on health

improvement and tackling inequalities• Focus on service improvement and

empowering frontline staff to assist in this.• Clear objectives, accountability and a

performance management framework

Leadership at all levels

• Role model

• Visible

• Identifiable

• Accessible

• Approachable

• Authoritative

• Communicator

NHS GGC Acute Division

• Leadership

• Accountability & Responsibility

• Governance Structures

• Steering Group (Non Executive Director)

• Action Plan (SMART objectives)

Positive Results

Sample of Highlights

Sample of Lowlights

Part of the National Picture

Priority Areas

Priority Areas

• In the Emergency Department I was told how long I would have to wait.

• I was happy with the food and drink I received.• I was given help with arranging transport.• I was bothered by noise.• I knew who was in charge of the ward.• There was enough time to talk to the doctors.• Nurses gave me clear expectations about any

operations and procedures (e.g. What would happen, how I could expect to feel).

Maximising Impact

• At practice level

• At Board level

• At national level

Sustaining Action

• As a Board we have a local plan which sets out its approach to quality and reflects the importance of patient experience?

• How will patient experience be embedded into improvement and decision making?

• Monitoring improvement over time – – Quality Measurement Framework – Quality Outcome

Measures– Participation Standard (Scottish Health Council)– Board Annual Reviews– Internal/Local Quality Committees

Beyond Survey!!

• Long Term Conditions (LTC) module will be developed to support Boards in pursuing the ambitions and aims for LTC laid out in the Quality Strategy

• “Closing the Gaps – addressing the hard to reach groups”

• Immediacy of data – triangulation of survey data with local data, reviewing alternative technology solutions.

• Improvement capacity and capability– Supporting use of qualitative methods for developing more

detailed understanding - ‘Story’– Links to extranet and other improvement systems– Alignment/integration with all quality improvement programmes

Where Next for NHS GGC

• Inpatient survey will be re-run in 2010-11

– Procurement of approved contractor to completed

– Roll out in early January 2011

Any Questions?