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John Bellerby Discusses Measuring and monitoring compliance with -Always Events®”

John Bellerby, Quality Improvement Lead, Salford Royal Hospitals NHS Foundation Trust Implementing a positive approach to patient experience: Measuring and monitoring compliance with “Always Events®” Events that should always happen for every patient At today’s conference. 

John Bellerbys full presentation is available for download at the end of this page.

In his presentation John states: 

"Harm in mortality was between 2008 and 2011"

"6 key change areas to address the always events - these are the promises that they wanted from patient experience"

"If you share patient feedback it can increase staff moral!"

"Likely accidents that occur when patients are discharged from hospital is increased so by placing changes on wards such as ear plugs, making sure lighting and noise better on wards - so patients can have a better experience and are less likely to return to hospital"

Abstract of presentation: 

In January 2013 Salford Royal launched an ambitious project aimed at improving patient, family and carer experience and making it the best organisation in the NHS. This project has been designed to deliver what matters most to our patients and is part of our wider Patient Experience Strategy. The Patient Experience Strategy has been designed to encompass all parts of the patient journey from before admission to after discharge from hospital and including community healthcare.

A fundamental element of this Patient Experience Strategy has been the development of a Quality Improvement Collaborative aimed at delivering our Trust always events and understanding and delivering what matters most to them.

Always Events® are an Institute for Healthcare Improvement Methodology taking the concept of Never Events and flipping them around. Always events® are something that our patients should always expect to receive when they come into our Trust. The Trust always events® were developed through focus groups with our patients and their families, they are:

  1. Staff will always communicate with, inform and respect patients / families / carers, ensuring appropriate communication methods are in place for diverse groups
  2. Patients / families / carers will always know who is in charge of the care
  3. Patients / families / carers are always listened to
  4. Patients' physical, social, spiritual and emotional needs will always be reviewed and supported appropriately
  5. Patients / families / carers will always receive information and education to facilitate self-care, ensuring information can be accessed by all patients where appropriate
  6. Patients / families / carers will always be included in the discharge process

Neil Betteridge' biography:

John has worked in the Quality Improvement team at Salford Royal NHS Foundation Trust since 2007 when he joined the newly formed Quality Improvement Directorate. Over the last seven years John has been involved with delivering the Quality Improvement Strategy at SRFT leading on various Quality Improvement Projects. John is currently the lead for the Trust’s Quality Improvement Collaborative aimed at improving Patient, Family and Carer Experience.

Forthcoming events of interest:

Always Events®: A positive approach to Improving Patient Care
Tuesday 24 March 2015
ICO Conference Centre, London

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Wednesday 22 - Thursday 23 April 2015, London

Tuesday 7 - Wednesday 8 July 2015, London

Tuesday 20 - Wednesday 21 October 2015, Manchester

Tuesday 8 - Wednesday 9 December 2015, London 

Download: John Bellerby's Presentation

4 February 2015


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