Patient Story - November 2025

Meeting: Trust Board – Public Meeting

Date: 5 November 2025

Report Title: Patient Story – Summer 2025 Patient Voice

Agenda Item: PUB25/11/1.4

Author: Joanna Wells, Patient Safety Improvement Specialist

Lead Director: Simon Chase, Chief Paramedic and Director of Quality

Purpose: Discussion / Review

Link to CQC domain:

• Caring
• Responsive
• Effective
• Safe

Link to EEAST Strategic Mission:

• Patient Mission

Link to Strategic Risk:

• SR1 Demand and Capacity
• SR4 Finance and Resource

Equality Impact Assessment: No negative impact identified

Previously considered by: This has previously been viewed at Patient Safety and Experience Group (PSEG) on 16th October 2025.

Purpose: The purpose of this patient voice story is to share the positive news stories of patients and families who have been happy with the care and support they have received from the service, and to promote the work of Patient Safety and Patient Experience in learning from excellence.

Recommendation: The recommendation is for Trust Board to recognise the compliments to complaint ratio and how learning from all patient experience can be used to further develop the service to the East of England region.

Executive Summary:

The patient experience story often focuses on what has gone wrong, which is important to recognise learning to ensure the service improves. However, the Trust also learns from positive experiences and the compliments received by the Trust continually far outweigh the complaints and this should be celebrated by the Trust to recognise the work and service provided, in these challenging times, often is well received by the public we serve.

Here is a small montage of patient compliments to highlight the work of learning from excellence that covers all areas of the Trust including A&E, PTS and our volunteer workforce.

Introduction / Background:

This video is a compilation of audio compliments received by the PALS team from real patients and families during a month this year (July 2025).

In the Clinical Quality Directorate, most learning is focused on risks and incidents even though a high number of the Trust’s interactions remain positive.

The work surrounding risks and incidents will continue but it is felt more work can be done to learn from the positive experiences encountered by the Trust. This will now include sharing of learning from excellence that has been received by having a positive impact on staff and we want to promote this further.

This video has been shared in the monthly Safety Matters newsletter, and this will continue quarterly to be shared with our staff and volunteers and wider stakeholders.

Learning from excellence also continues around a further theme in the Learning from Deaths work. Congratulations emails have been sent to all staff who have had incidents reviewed as outstanding practice and they can also request a certificate of excellence for their CPD portfolios. Since January 2025, over 500 certificates have been issued.

Key Issues / Risks:

This work surrounding learning from excellence has highlighted the below themes shown by staff and volunteers and enables a building of promotion through the clinical supervision platform across the Trust to recognise the areas of:

• Professionalism
• Care
• Kindness
• Helpfulness
• Excellent documentation and history taking
• Acting in the patient’s best interests

How does this report link with EEAST’s vision, purpose and values?

This links with EEAST patient mission: To provide high-quality urgent and emergency care that is fair, responsive and focused on patient need.

It also highlights the importance of staff living to the Trust values of accountability, respect and excellence to deliver on the Trust missions.

Summary:

Excellent care can be as important to learn from as when thing do not go right. The positive moral that good news can bring will be beneficial to the organisation

Appendix 1: Patient Survey Slides

SLIDE ONE: The Patient Voice: Current Position

Feedback Channels

• Complaints and PALS
• Patient Surveys
• Patient and Public Involvement and the Community Engagement Group
• Patient Safety Incidents

Why is the Patient Voice important?

• Links experience, performance and outcomes
• Drives safe, responsive, patient-centred care
• Identifies excellence and areas for improvement and learning

National, Local and Regulatory Priorities

• EEAST Strategy
• NHS 10 Year Plan
• Experience of Care Framework
• CQC KLOEs

Sharing of Patient Feedback

• Internal Sharing – governance reporting, newsletters, dashboards and intranet
• External Sharing – public website, social media, annual reporting and community engagement
• Targeted Sharing – partner organisations and experts by experience

SLIDE TWO: Building on the Patient Voice

Embedding Co-production/Partnership Working

• Patients and public as equal partners in service design and evaluation
• Strengthen governance and patient representation
• Develop a co-production framework and Task and Finish Group
• Drive inclusive engagement, targeting underrepresented groups

Continuous Improvement

• Triangulate feedback with safety and performance data
• Embed Appreciative Inquiry and Learning from Excellence
• Increase transparency: ‘You Said, We Did’
• Expand digital feedback tools and integration

Strategic Alignment

• Aligning initiatives with national frameworks to improve care, experience and outcomes
• Support Clinical Strategy development