Enter and view: Milton Keynes University Hospital, Milton Keynes
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Healthwatch Milton Keynes authorised representatives visited Wards 17 and 18 of Milton Keynes University Hospital on 4th and 5th September 2017 in response to a Red to Green initiative being rolled out across the hospital.
The initiative had already been introduced to Ward 18 but not to Ward 17. At the beginning of the visit representatives made themselves known to most senior staff members and provided them with a letter confirming the purpose of the visit.
10 patients on Ward 17 and 7 on Ward 18 identified by the staff as clinically appropriate for Healthwatch to engage with. Each of these patients was approached and permission gained to interview them. All patients, or their relatives or carers, had seen the bedside leaflet and agreed to the interview.
The enter and view team had designed a number of prompts to encourage the patient to about what they knew of their treatment and the information they had been given. The team wrote notes during the visit and transcribed them later for analysis.
On Ward 17 the 24 positive comments regarding information on treatment outweighed the 8 negative comments. On Ward 18 15 positive comments were received and 21 negative ones making the patient experience poorer overall on this ward.
Following the visits the lead representative met with the Patient Experience and Engagement Manager to discuss the findings.
During the visit the patients were asked if they could make one change what would it be and some of the recommendations based on the results were as follows: patients should be included in any discussions around the bed, a welcome pack personalised to the patient on admission, a written discharge letter advising what to expect, both physically and mentally, in the first few days and weeks after going home.
Following the Healthwatch visit Ward 18 have undertaken a patient experience review meeting led by the Complaints/PALS Lead and the Patient Experience Manager. Ward 17 have a meeting booked for October 2017.