Cardiff and Vale NHS Trust is developing
new ways of identifying and responding to
the needs of local people and making their
experience of the NHS better.
Twenty-six best practice projects were
highlighted in the
Chair’s Quality Awards2004.
Pen-yr-Ynys, a mental health rehabilitation
service in Barry Island, won first prize
(pictured opposite, left corner). Vocational
opportunities for patients were also praised.
Carol Young (pictured opposite, middle),
Carers’ Development Worker, was
appointed to raise awareness of the needs
of carers. She is part of the Trust’s new
Patient Experience Team, to make services
more responsive and improve their quality.
Initiatives introduced to improve
services in
response to complaints,included:
●
A new transport booking procedure -after a patient experienced difficulties
booking transport to a hospital outside
the area
●
Individual hand disinfectant gelsavailable on children’s wards - to
promote good hygiene
●
New guidance for patients to bookfollow-up appointments - to avoid
misunderstandings over who should
make the booking.
The Trust wants to know when things
go wrong and takes every complaint
seriously. During 2003/2004 1,022
complaints were received:
●
985 resolved locally
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