St Giles Hospice Quality Account 2017 St_Giles_Hospice_Quality_Account_2017 | страница 12

Patient Experience Patient Safety
“People and their families were highly satisfied
and complimentary of the individualised care,
treatment and support provided.” “People felt safe and in control of their care and treatment.
People’s care, treatment and medicines were consistently
accounted for and safely managed.” CQC Report 2017
“People received care
from kind, caring and
compassionate staff
and volunteers who
treated them with
respect and were highly
motivated to provide
good quality care.”
“People’s care and treatment was
consistently delivered in a way that
met their needs and wishes and often
exceeded their expectations.”
“People and their families
were treated as equal
partners in their care.”
“Staff were attentive to and mindful of the details of people’s
lives, and how their illness affected them and what was
important for their care and treatment.”
CQC Report 2017
We ask patients and their families about their experience and the difference we have made for them.
We had feedback from 531 patients and carers.
Overall, during 2016/17 96% of patients and their families reported a positive experience
100%
93% 93%
97%
97%
97%
96%
96% 95%
94%
97%
95%
75%
50%
25%
0%
2015/16
2016/17
Experience Score Comparison
Page 10
97%
“I feel completely safe, staff are brilliant.”
“The staff we spoke to on the day were informed, articulate
and reflective about the work they do. They described an
approach to safeguarding which seeks to embed it as part of
a wider set of professional responsibilities, rather than as an
add on. They clearly viewed safeguarding responsibilities
as threading through the wider agendas of dignity in care,
choice, empowerment and personalisation.” Birm