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Leading Better Care
Sharing Good Practice
NHS Board: NSS
Ward / department / team: Clinical Apheresis Unit
Details of Improvement:
What was the particular problem that this case study is about?
Communication. In particular the challenge of finding an appropriate time in a department whose
workload is urgent and unpredictable
How was this identified?
Identified at PDP and appraisal and on going frustration of SCN to find an appropriate time
What were the implemented improvements (what tools/techniques did you use)?
After discussion with the whole team decided to pilot. ‘Team Time’ which we identified would be
the first 10 minutes of each day. We planned a date in advance. We informed our regular
patients verbally when they attended for treatment and we put notices up in the department. We
informed our secretary who orgnaises ambulances for us.
What is the situation now?
Communication is much improved. Both from the perspective of the SCN and the team. There is
often some work to do before the patients arrive and we found we weren’t all stopping at the
allotted time because of the perception of urgent work needing done. We had to review this time
to make a conscious decision to stop everything else for 10 minutes and take the time to
communicate.
.
How is the change sustainable?
This is easily sustainable by giving patients specific time for their treatment. Communication was
required with the reception area to ensure they didn’t just send our patients through when they
arrived. The staff perceive the benefit and so take time to ensure this time is protected
Measurable outcomes
What are the patient benefits?
The staff are more up to date with each patients treatment schedule, there is more sharing or
problems and complications and on going issues. The time is taken to identify those patients who
may need specific one to one care and allocated staffing appropriately. Allows us to be more
patient centred
What are the staff benefits?
Increased communication, improved team interactions, increased satisfaction in the work place
What are the organisational benefits?
Good reputation when patients are satisfied with care.
Good reputation when staff feel communication is good in the work place. Increased efficiency
not only with staff satisfaction but in the early identification and sharing of issues and finding
solutions. Identifying at the beginning of the day what needs done and allocating resources
adequately and in a timely manner. The ability to share important organisational information in a
timely manner and face to face.
.
How did staff feel before the improvement/during the improvement and after the
improvement? Staff felt frustrated before the improvement. Took time to adapt to the
improvement. Definitely feel communication in the department has improved
What are the lessons learnt and what would you do differently next time?
Learned that improved communication in an area with unpredictability combined with urgency is
possible, its just finding the right time. Staff are very receptive to improvements in
communication. The change is not always clear the first time it is explained and it is worth re
enforcing.
What plans are there to spread the improvement?
Identifying and exploring what is best and relevant to communicate at these meetings. Involving
medical staff in the meetings
.
Contact information for case study
Joy Sinclair
Nurse Manager
Clinical Apheresis Unit
Beatson West of Scotland Cancer centre
SNBTS Glasgow G12 0YN
Tel: 0141 301 7013
[email protected]