• Run by West Middlesex University Hospital.
  • Focused specifically on the experiences of patients and family members attending A&E with chest pain.
  • The project ran from July 2012 for 18 months.
  • Staff engagement through events and training was key to the success of this project.

This project focused on improving patient experience for people attending A&E with chest pain at West Middlesex University Hospital.

A driver diagram and performance dashboard were produced to establish the aims and monitor performance of the project. The aims included:

  • developing an understanding of the current experiences from the patient’s/relatives’ point of view
  • involving a wide range of staff and service users to devise improvements
  • using small tests of change to trial practical improvements
  • monitoring progress in a way that is real for front-line staff
  • using techniques from high-performing, international organisations
  • recognising the synergy between staff and patient experience.

Some of the activities that helped meet these aims were:

  • Engaging staff and encouraging their input through a series of events and training opportunities.
  • The team reviewing the patient environment, undertaking research into the Resuscitation Room reconfiguration options including visiting five other London Trusts.
  • Patient experiences were gathered using LINks A&E Review, A&E Picker Survey and shadowing. Staff were then given the opportunity to unpick this information at an event including staff, patients and volunteers.
  • The team reviewed the analgesic pathway and the ECG process, including by auditing five patients a day to establish a benchmark.

Further reading


Patient and Family-Centred Care: practical tools to improve patient experience

4 June 2014

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