The Leeds Teaching Hospitals NHS Trust


Work Supported by the PCPI Team


Support During COVID-19

The PCPI team has supported various feedback and service improvements across the hospitals and include, but not exhaustive of, the following:

Radiotherapy Involvement day - A successful development day was held with several patients and carers agreeing to support the improvement work in MRI simulator and mask preparation. Some of the feedback suggested claustrophobia was a factor to be considered when applying masks, as well as giving patients a choice of what music they would like to listen to.

Leeds Dermatology Patient Panel - The panel are keen for patients to understand which consultant, doctor or nurse they will be seeing for their scheduled outpatient appointment, as well as being kept informed about any delays in clinics. The panel are being supported by the PCPI team to undertake surveys to test whether keeping patients informed enhances patient experience.

Cardio-Respiratory Multi-Agency Discharge Event (MADE) day - The team supported a MADE day by visiting selected wards and approaching long stay Respiratory patients for feedback.  The aim of this piece of work was to better understand how the Leeds-wide health care system can work together to provide a better patient experience.

Emergency Department Sensory check - The team has supported the Trust’s Autism Sub Group to gather patient stories about how it feels to use the Emergency Department for people with autism. A Survey Monkey campaign was also launched and the points below are some examples of actions that have been taken in response to the feedback. Click HERE for more information.

  • Volume on reception phone has been lowered
  • Waiting times are now displayed on a monitor in the department
  • Sleep masks have been ordered
  • New comfortable seats have been ordered
  • Cubicles with dimmable lights to be introduced going forward at SJUH
  • Estates & Facilities hope to us different wall paint for future renovations

Emergency Department Breaches - The Equality and Diversity team identified a high volume of breaches experienced by patients from Irish and Jewish communities.  Outreach sessions with the communities were co-facilitated by the PCPI team as well as the team supporting online surveys in partnership with Leeds Irish House and Homes and the Jewish Welfare Board. The outcome of the engagement sessions concluded the breaches were not related to heritage and were coincidental. Click HERE for more information.

Cardio-Respiratory Talking Training session - The PCPI team facilitated a development session with the Congenital Heart Network in order to identify what support is needed to strengthen the impact of service users when it comes to service improvement. Network members were introduced to the idea of developing a mission statement outlining ways in which they wanted to work with Regional networks. It was also agreed the group would share updates with other patients and promote various methods of involvement, to shape and improve services.

Oncology (Macmillan)- ACE Project - The ACE Project provides a diagnostic pathway which enables rapid access to achieve early diagnosis for people with non-specific but concerning symptoms.  The PCPI team conducted telephone interviews with patients who have been through this pathway to capture their experience.

Listening Week- A Listening Week was delivered in Rheumatology, Gastroenterology, Neurology and Ophthalmology Outpatient clinics. The purpose of the event was to gather feedback regarding patients’ experiences within these departments. The event formed part of a city-wide exercise with the CCG in support of the Optimising Secondary Care Programme. The team, in collaboration with PCPI volunteers, NHS England and Improvement colleagues and Voluntary Action Leeds explored with patients what it feels like to use outpatient services in Leeds, to inform future service planning. To view our Outpatient Listening Week document click HERE.

Abdominal Medicine & Surgery / Oncology - What Our Patients Say
The PCPI team is supporting an initiative whereby real time patient feedback is collected and presented to the department within a timely manner. The Oncology department is collaborating patients on J42 who are asked twelve questions from the National Inpatient Survey. The PCPI team has developed a poster using the feedback and this is presented to the ward team within 2 working days of feedback being obtained. The process is repeated on a bi-weekly basis.

As a result, the CSU team has identified that mealtimes require improvement and have since introduced measures to support this, such as a mealtime champion. Since implementation of these measures, feedback shows significant improvement in relation to mealtimes.

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Patient Experience Sub-Group

Theatres and Anaesthetics CSU, who has successfully implemented four Always Events. They planned to invite the members of the public whose feedback originally supported this work to attend a meeting, where service developments resulting from the Always Events would be shared.