Learning from patients’ experiences of care

patient experience lowdown
Left to right: Alison Moss, Complaints and Feedback Team Lead, Debbie Baldie, Senior Nurse, Research and Development, and Lindsay Baillie, South Perthshire and Kinross locality manager.

Colleagues from NHS Tayside and Perth and Kinross HSCP completed the course Foundations in Care Experience for strategic leaders in patient experience and are looking at ways to create feedback mechanisms in Tayside.

The course was sponsored by Healthcare Improvement Scotland and key messages from the course were:

  • The things that matter most to patients include fast, effective treatment; involvement in decision making; involvement and support for them and their families; clear comprehensive information; emotional support and continuity of care
  • Using feedback can support all teams to address the third, important dimension of NHS Scotland’s Quality Ambitions – Safe, effective and person-centred
  • Positive care experiences are closely linked to positive staff experience
  • Positive care experiences are associated with better adherence to treatment regimes, attendance at follow up and shorter lengths of stay

A recent systematic review revealed that patient experience is consistently positively associated with patient safety and clinical effectiveness across a wide range of disease areas, study designs, settings, population groups and outcome measures. It is therefore an essential component of what we do to enhance patient care and treatment.

Collecting and acting on patient feedback is a legislative requirement of all care providers set out in the Patients’ Rights Act (Scotland) 2011. There are a range of ways in which feedback can be gathered and the method needs to meet the needs of the population.

NHS Tayside are working in partnership with the HSCPs and have a strategic group leading on the introduction of effective feedback mechanisms, including Care opinion, in every care service.

Use of Care Opinion as a method of seeking feedback is supported by Scottish Government and is free for Boards and for the public to use. Care opinion is an accessible and easy way to get started with seeking and acting on feedback – https://www.careopinion.org.uk/ .

If you want to know more or get involved with this important quality improvement work stream, please contact Ms Alison Moss (to get help with Care Opinion)  at  Ninewells Ext 33349 or email to alisonmoss@nhs.net or  Dr Debbie Baldie at Ninewells Ext 40162 or dbaldie@nhs.net to get help with other methods for patient feedback.

NHS Tayside and University of Dundee share Quality Improvement Achievements


Staff from NHS Tayside and University of Dundee attended the International Forum on Quality and Safety in Healthcare event in Glasgow.

The event, organised by the Institute for Healthcare Improvement (IHI) and the British Medical Journal (BMJ), is a biannual event for healthcare professionals in quality improvement and patient safety.

Over 3000 people from 70 countries attended the event. The forum supports and energises the movement for healthcare improvement and connects healthcare leaders and practitioners worldwide to improve outcomes for patients and communities.

This year’s theme was ‘People Make Change’. The programme was structured around five streams:

  • Building capability and leadership
  • Population and public health
  • Person and family-centred c
  • Quality/cost/value and safety

A number of staff and teams across NHS Tayside and University of Dundee had poster abstracts on display:

  • Building capability for improvement sciences in medical students through service-learning (University of Dundee)
  • Improving use of the integrated palliative outcome scale in a hospital palliative care setting (NHS Tayside/University of Dundee)
  • A three-year journey from imminent collapse to thriving OOH service (NHS Tayside)
  • Improving recognition of End of Life Care in Care Homes (NHS Tayside)
  • Value Management Programme : A team approach to continuous improvement (NHS Tayside)
  • Unlocking the potential for improvement : a patient safety collaborative in prison healthcare (NHS Tayside)
  • Understanding the positive medical practitioner behaviours required to review intravenous antibiotic treatment in a hospital setting (University of Dundee)
  • Keeping families together : A collaborative project to reduce term admissions to neonatal unit (NHS Tayside)

Medical student Dasha Saraeeva won joint first prize at the Pitch Perfect presentations. The challenge was to present quality and safety research in the most engaging way in three minutes or less using only one slide. Dasha’s  work focused on improving the use of neuromuscular blockade monitoring within the anaesthetics department at Ninewells.

As part of the students and juniors Healthcare Professionals Programme, teaching lead for patient safety Vicki Tully, delivered two sessions with IHI Open School on ‘Developing your Quality Improvement Skills’ with President Emeritus and Senior Fellow Dr Don Berwick, and ‘Building your Quality Improvement Community’ with Head of Europe and Latin America Regions Pedro Delgado.

The sessions provided an opportunity to learn about the successful collaboration between NHS Tayside and University of Dundee’s School of Medicine on building capability and capacity to assist with meaningful improvement in healthcare.

Well done to all who contributed to this event and sharing your quality improvement achievements to healthcare leaders across the world!









‘Sharing stations’ set up at Carseview Centre and Murray Royal Hospital

Carseview stand

Patients, families and visitors are being encouraged to give feedback about the upcoming refurbishment at Carseview Centre in Dundee and Murray Royal Hospital in Perth.

The ‘sharing stations’ have been set up in the foyers of the hospital sites so people have the opportunity to share their views on topics such as ward and bedroom layouts and colour palettes. The feedback is being used by the design team to support refurbishment plans.

This is part of an ongoing engagement programme for people to participate in the co-design of the environments at both Carseview and Murray Royal to ensure the sites meet the needs of patients for the future.

Focus groups on the wards are also taking place with current inpatients and staff, with further engagement events being arranged with local service users, carers and third sector groups. The engagement is part of the Mental Health and Learning Disability Service Redesign Transformation Programme.

SHaring stations set up at Carseview and Murray Royal hospital

Volunteers attend Heartstart Discovery Training

NHS Tayside volunteers attended a CPR course delivered by Heartstart Discovery.

The volunteers were offered the opportunity to learn new skills that may one day help them save a life. The training included:

  • how to deal with an unconscious casualty who is breathing and recovery position
  • how to deal with an unconscious casualty who is not breathing and CPR
  • awareness of defibrillators
  • how to help someone who is choking
  • signs and symptoms of a heart attack.

Over 240,000 people in the UK suffer a heart attack every year, almost half are fatal.   Thirty percent of people who have had a heart attack die before they reach a hospital, usually due to cardiac arrest.

Registered charity Heartstart Discovery was launched in Dundee in 1997. It is now delivered across Tayside. Over 60,000 people in Tayside have taken advantage of the course provided by Heartstart Discovery.

Sessions are offered to the general public, and can be arranged on request for groups, clubs, organisations and workplaces.  Heartstart Discovery also works closely with schools across Tayside.

Ninewells ward 6 volunteer Sheila Lawrie said, “I found the course very interesting and informative. I would definitely recommend this course to other people”.

To book a place on a Heartstart Discovery session please contact:

Helen Brady, Heartstart Discovery Co-ordinator on 01382 740400 or 07864513742 or email helenjbrady@nhs.net.

You can also find Heartstart Discovery on Facebook www.facebook.com/HeartstartDiscovery

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NHS Tayside volunteers with Heartstart Discovery coordinator Helen Brady (second right)

Staff complete first Supervisor’s development programme

Director for Organisational Development George Doherty presented staff with their certificates for completing NHS Tayside’s supervisor’s development programme.

Thirteen people have completed NHS Tayside’s supervisor’s development programme. The programme was developed using a package of materials covering a wide range of topics drawn from the National Occupational Standards for Leadership & Management.

The year-long development journey required participants to complete LearnPro modules, attend short training sessions and to complete subject specific workbooks.

To show their newly developed knowledge and skills, participants completed reflective logs to demonstrate how they have applied their learning in the workplace.

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Back L-R: Scott Dunn, Nicola Ferguson, Kevin Scott, Marica Scott-Laidlaw, Ruth King, Jane Livingstone, Susan Coyne, Nicola Davidson, George Doherty
Seated L-R: Kate Tough, Nikki Gillespie, Fiona Torrens

So Long, Farewell

Clinical research nurse retires after almost 30 years service

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Ann (seated, centre) with colleagues

Ann Hyslop retired today after almost 30 years service. She graduated in 1980 as a staff nurse then gained a qualification in psychiatry.

She began working in the urology ward Dundee Royal Infirmary then moved into renal and haematology in 1990. Ann worked on the ward and day patient area for 12 year. Ann became a senior clinical research nurse in 2002.

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Ann (seated, centre) with the research team

Ann will be greatly missed by all her colleagues and patients. In her retirement, Ann will be looking after her grandchildren and will begin volunteering.