Healthwatch Lancashire’s Patient Engagement Day leads to improvements

 RLIEngagementDayTeamIn May 2015, nine representatives of Healthwatch Lancashire listened to 121 patients and relatives across 35 departments, wards and clinics at Royal Lancaster Infirmary leading to a number of actions taking place to improve the experience of patients and relatives.

Four volunteers and five members of the Healthwatch Lancashire team gathered public views during the Patient Engagement Day event which were shared with University Hospitals of Morecambe Bay NHS Foundation Trust

Sue Smith, Executive Chief Nurse for University Hospitals of Morecambe Bay NHS Foundation Trust provided a response with the actions that had been undertaken and additional projects the Trust have commenced. This includes the introduction of Customer Care Champions who are now in place in each main outpatient clinic to ensure patients are kept informed of any delays and are treated with dignity and respect at all times.

A report for the Patient Engagement Day at Royal Lancaster Infirmary is available to read online or download on the Healthwatch Lancashire website

Gill Brown, Healthwatch Lancashire Chief Executive, said “Patient and relatives input into the way services run can be invaluable as they have an experience that staff can’t access. Sometimes seeing services from their point of view opens up real opportunities for improvement that may not have already been considered.”

“UHMB NHS Foundation Trust were extremely pro-active with not only listening to our findings, but by acting to improve the quality of care as a result.”

This was the first of a series of Healthwatch Lancashire Patient Engagement Day events which will be taking place within all hospital services in Lancashire.

Pictured right: The Healthwatch Lancashire engagement team with Deputy Chief Nurse, Joann Morse, from University Hospitals of Morecambe Bay NHS Trust.

Patient Engagement Day at Royal Lancaster Infirmary