Our Strategy 2024-2030

Holistic person-centred care and experience

We will deliver an experience that involves healthcare professionals treating people with compassion, empathy, respect and dignity. We will take into account patients’ unique needs and preferences, involve them in the decisions about their treatment and care planning. This approach will promote individuals’ physical health, overall wellbeing and quality of life.

We are committed to delivering holistic person centred care and experience.

Why

To promote physical health, overall wellbeing and quality of life to the individual.

How

We will treat people with compassion, empathy, respect and dignity.

Unique needs and preferences will be considered as part of the decision-making process regarding treatment and care planning.

This will be supported by:

Informed / improved patient care and experience
Reliable and timely data information
Listening to and hearing the individual’s voice and representation
Improving access to and provision of services

Measuring success

Informed and improved patient experience: measured through realtime feedback, surveys and direct engagement with patients and carer
Reliable and timely information: ensuring patients and staff have access to accurate up-todate information for informed decision-making
Stronger patient voice and representation: embedding mechanisms that ensure service users actively shape and influence care
Improved access to services: expanding and adapting services to meet the needs of all patients, including those from marginalised communities

Case study

Feedback from patients, their families, and carers is crucial for driving positive changes in patient experience.

Bridget, a parent carer of a neurodiverse son with a complex learning disability, shared her challenging hospital experiences, particularly regarding healthcare professionals’ approach and communication difficulties.

Despite these challenges, Bridget’s experience with The QEH was positive, with medical and nursing teams being receptive, caring, and attentive to both her and her son.

Bridget emphasised the importance of listening to carers, who often know the patient best.

The lead nurse for Learning Disabilities collaborated with the Learning Disability Community Health Team and The QEH to ensure individualised care plans for patient admissions.

Bridget also worked with the Stanhoe Ward manager to create a sensory-appropriate area for neurodiverse patients, making the ward a flagship for patients with complex learning disabilities. She shared her story with the Trust Board, highlighting her son’s healthcare journey and enhancing understanding of diverse patients’ needs.

Actions taken

Stanhoe Ward has continued to enhance its environment to better meet the needs of patients with learning disabilities and autism, as well as their carers.

A pre-admission plan template is being trialled for patients with complex needs who visit the hospital regularly for ongoing treatments, with regular multidisciplinary teams in place to discuss patients likely to be admitted and ensure relevant information is shared prior to admission.

In response to patient feedback, visual supports and social stories are being produced for clinical areas, starting with divisions like Maternity and Radiology.

Communication with patients is being emphasised in Learning Disabilities / Autism training and general patient experience training sessions.

Bespoke planning for patients requiring reasonable adjustments is being implemented, including promoting Mencap’s free hospital transport scheme.

Ongoing staff training focuses on explaining things appropriately and checking for understanding.