‘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?
