Priority Three - Patient experience

Priority	Why we have chosen this priority	What we are trying to improve	What success will look like
Obtain feedback from more difficult to hear groups of patients such as those with learning disabilities, dementia, younger people and those from black, asian and minority ethnic patients.	We recognise that historically some patients who use both our emergency and patient transport services do not participate in our survey feedback process. These hard-to-reach groups have historically lacked a voice in shaping and developing our servies.	Valuable feedback from more difficult to reach groups on their care and experience.The gathering of information and feedback that may need to be undertaken in a different format.	Bespoke user-friendly survey forms for patients to provide valuable feedback on their care and experience that conform with the accessible information standards.Identification and removal of barriers to enable a more inclusive feedback process from all patient groups.
Improving experience and quality of care for people with learning disabilities/autism.	Although our Learning Disabilities and Autism Strategy was released on 01 April 2020, this coincided with the start of the COVID-19 pandemic. The impact of this was the inability to engage with patient and carer groups due to the strict national lockdowns that were in place and the vulnerability of this patient group. Re-launch of the strategy to provide us with a better understanding of the their needs to provide a more responsive and effective service.	High quality of care and experience when being treated and/or transported by EEAST. Provide a safe and inclusive forum in which patients and their families can raise concerns and provide views on what their needs are.	Appointment of a Learning Disability and Autism lead for the Trust. A series of engagement events and development of partnerships with health and/or social care providers. Identification of a suitable training resource for clinicians and AOC staff.
Fully embed the Patient and Public Involvement Strategy.	We acknowledge that views of patients and their advocates is essential in improving experience and shaping our future to meet their needs.	Rebuild our network of contacts across the region to make sure that communication between us and our patients is effective.	Community Engagement Group will be working on identified pieces of work with the Trust and active engagement at community events.
How we will monitor progress: Progress reported bi-monthly to the Quality Governance Committee and through the Patient Safety and Experience Group
Responsible lead: Melissa Dowdeswell, Director of Nursing, Quality and Improvement
Date of completion:31 March 2023