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EDS Content - Goal 2

Health Services and Patients Data - Goal 2

Outcome 2.1

Patients, carers and communities can readily access services and should not be denied access on reasonable grounds.

EEAST seeks to ensure that everyone can easily access its services. To ensure this is occurring it actively engages with the community. Evidence includes community conversations (F1, F2) where members of EEAST have gone out and spoken to our service users and identified areas that can be improved.

Again information around foundation status are included as the members will have a greater say in the way the service is run and the decisions which will be made (F4).

Specifically focussing on age the Trust sought to establish young patient views on the service.

The Trust actively wants to ensure that all patient groups can access services and comment it provides information to the public in relation to this (F6, F7).

Gaps currently are around the collection of data on Gender re assignment, Civil Partnership, Sexual orientation and Maternity


Evidence/Document Title
        
                     Link to evidence

Community conversations  - How to call an ambulance (F1, F2)       
 
Children's Education booklet

Example of a community conversation report Suffolk


Complaints and PALS  - You said, we did (F3)
 
Click here to view

Foundation Trust leaflet (F4)
 
Click here to view

Complaints leaflet (F6)
 
Click here to view

Access to services (F7)

 

Click here to view
 

Outcome 2.2

Patients are informed and supported to be as involved as they wish to be in their diagnosis and decisions about their care, and to exercise choice about treatments and places of treatment.

Evidence to support this outcome is around FT (G1, G4), surveys and policies used by the Trust around clinical supervision (G2) and if required the complaints policy (G3). Training for staff around consent to treatment and patient pathways is on going from the Trust.

We seek the views of patients through discovery interviews (G5) and continuous patient surveys (G6).


Evidence/Document Title                          
 
 Link to evidence               

Becoming a Governor Information (G1)
 
Click here to view

Clinical Supervision policy (G2)
 
Click here to view

Complaints policy (G3)
 
Click here to view

Services we provide (G4)
 
Click here to view

Discovery interviews (G5)
 
Click here to view

OOH continuous survey (G6)
 
Click here to view

 

Outcome 2.3

Patients and carers report positive experiences of their treatment and care outcomes and of being listened to and respected and of how their privacy and dignity is prioritised.

Evidence is this outcome is fulfilled by the various surveys and reports that EEAST undertake on a continuous basis throughout the year. These cover the whole range of services offered (H1, H2, H4, H5, H6, H7, H8, H9, H10).

Compliments and complaints are also collected.  The Trust has introduced discovery interviews to access a wider range of patient experience (H11).

Characteristics of respondents are collected and reported from all the activities outlined.

The learning from each area are considered by the Trust Clinical Audit and Patient Experience (CAPE) group that forms actions plans to embed changes in practice.

Evidence/Document Title  Link to evidence 

Patient Experience - Special Allocations
Scheme - patient survey report (H1)
 
Click here to view

Patient Experience Emergency Services
Continuous Survey (H2)
 
Click here to view

Equality and Diversity yearly report 2010-11 (H3)
 
Click here to view

Patient Experience - Out of hours services (H4)
 
Click here to view

Example of Community Conversation Suffolk (H5)
 
Click here to view

OOH monthly report Sept 11 (H6)
 
Click here to view

West Suffolk Hospital Survey PTS Survey 2011 (H7)
 
Click here to view

James Paget PTS Survey 2011 (H8)
 
Click here to view

Hinchingbrooke PTS Survey 2011 (H9)
 
Click here to view

ECS PTS Survey 2011 (H10)
 
Click here to view

“Tell Us Your Story” Report,
Patient Discovery Interviews (H11). 
 
Click here to view

Policy for obtaining patient feedback (H14)
 

Click here to view  


Complaints and PALS  - You said, we did (H16)
 
Click here to view

 

Outcome 2.4

Patients and carers complaints about services, and subsequent claims for redress, should be handled respectfully and efficiently.

Included as evidence are our policies around freedom of information and investigation guidance so staff and service users are aware of the process that is undertaken when dealing with complaints or claims. There is a Patient feedback policy which looks at the way information is used for patient feedback.


Evidence/Document Title 
            
Link to evidence
 

Care and compassion -
Report of the health service ombudsman
investigations into NHS care of older people

 
Click here to view

Release of information policy
 
Click here to view

Patient confidentiality information leaflet
 
Click here to view

Freedom of information policy
 
Click here to view

Example of Community Conversation Suffolk 2011
 
Click here to view

EEAST complaints/ PALS information,
including policies, leaflets and procedures
 
Click here to view

Patient feedback policy
 
Click here to view

Complaints process
 
Click here to view

You said, we did
 
Click here to view

 

East of England Ambulance Headquarters
Whiting Way
Melbourn
Cambridgeshire
SG8 6EN
Sat Nav postcode SG8 6NA