- 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.