The Patient Experience Team use a variety of ways to gather the views of service users and carers who receive support from integrated community services in Tower Hamlets.
All of this monthly feedback about service user and carer experience helps us to better understand what it is like to receive support and gain insight into what works well and can be celebrated and replicated, as well what could be improved.
A face to face interview or ‘Discovery interview’ as they are known, allows the person telling their story to share their experience in a non- directed way; enabling them to focus on the issues or parts of the journey as a patient or carer that were important to them.
For those who prefer not to meet one to one, there are opportunities to participate in focus groups, the team will visit existing groups, or we may set up meetings in local venues and invite people to join a discussion about local healthcare services.
There are also opportunities to participate in telephone interviews using a validated patient reported experience measure (PREM) as a way of guiding the feedback and enabling local and national comparisons of outcomes and performance to be made.
The team won the “Valuing every member of staff and their contribution to the care of our patients” Barts Health Heroes Award in 2016, and were finalists in the NHS Leadership Recognition Awards in 2017 in the category “Excellence in Patient Experience”.
The team has been awarded funding for a two year Capacity Building project to attract new volunteers to the PE Discovery Interview Team. The project aims to attract new members of the public who are service users, carers, and former carers as well as any staff or former NHS employees who are keen to hear about patient and carer experience with a view to using feedback to improve services. In return members will be equipped with interviewing, reflective and communication skills training.