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Alicia Lucas speaks on Using real time patient video stories to improve the patient experience of care

Alicia Lucas Patient Experience Matron University Hospitals of South Manchester Using real time patient video stories to improve the patient experience of care:

  • The real time patient experience video project



Since starting nursing in 1989 Alicia has had a varied career working in Intensive Care, Cardiac Rehabilitation and Coronary Care.  Whilst working in Cardiac Rehabilitation she developed her interest in driving service improvements based on patient feedback this then led to a job as the Matron for Patient Experience at South Manchester University Hospital were she has worked for almost three years.

During that time she has been successful in obtaining funding from the Department of Health for the Patient Experience Challenge organised by the Institute for Innovation and Improvement. The project, Real Time Video Stories was run in conjunction with South Tees Hospital and Kings College in London. This project achieved fantastic results influenced changes to services and practises not only across the three sites but also externally. This project continues at UHSM today as all patient feedback is utilised to generate service improvements. The project team were finalists in the Nursing Times Awards in 2013 in the Team of the Year category.

Alicia was also involved with the Patients Association Project which focused on complaints handling and benchmarking ultimately influencing national standards. This national project started in Mid Staffordshire and Alicia regularly sat on the complaint panel reviews. This process has helped in addressing complaint standards at UHSM and widespread improvements have been implemented as a result of the project.  The hospital now has a complaint review panel chaired by a Non Executive Director and the Executive Medical Director which reviews complaints and calls the areas concerned to account, ensuring that improvements happen when mistakes are made. The hospital also has monthly complaint investigation training for all staff.

Alicia has undertaken a wide range of service improvements based on patient and family feedback from complaints, comments and investigations. One of these projects ‘Care Companions’ has been shortlisted in the Nursing Times awards for 2014 for the Care of Older People Category.

When she has spare time she spends it with her family and two children.

Alicia is a Registered General Nurse, and also has a BA in three dimensional design, BSc in Nursing Studies and has Coronary Care and Intensive Care courses. Alicia is currently undertaking an NLP Practitioner course and a six sigma programme in Lean methodology.

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Events of Interest:

Leading your Organisation to Zero-Harm
Tuesday 9 December 2014 
Manchester Conference Centre, Manchester

Monitoring & Improving Patient Safety
Thursday 11 December 2014 
ICO Conference Centre, London

Download: Alicia Lucas's Presentation

7 October 2014


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