TRANSFORMING URGENT & EMERGENCY CARE
REVERSING THE TIDE
Crisis point
Urgent and emergency care is facing unprecedented strain, with key indicators of A&E waiting times and ambulance response times hitting their worst levels on record across the UK. Sustained declines against performance standards such as the four-hour wait place a significant toll on patients and staff alike; and these challenges are intensified with increased demand for services that outstrip supply. This is seen across the entire landscape from primary care to ambulance services and hospitals.
All time low in staff morale and retention
The NHS Staff Survey shows a growing proportion of staff experience negative impacts as a result of stress in the workplace and that the proportion of staff suffering from stress is increasing.
The Royal College of Emergency Medicine notes that emergency
medicine has a high attrition rate from doctors in training, high early retirement rates for experienced clinicians, and significant reliance on temporary locum clinical staff. In a recent General Medical Council survey, nearly 75% of emergency medicine trainees rated the intensity of their workload as heavy or very heavy, substantially more than any other speciality.
"I speak to NHS leaders every day and a lot, if not most, say this is the toughest winter they've ever dealt with [...] We have to focus all our energies on the most urgent and intense needs, and that's why you're seeing the declaration of critical incidents in so many places."
Matthew TaylorChief Executive Officer, NHS ConfederationThe case for workforce engagement
Engaging those at the sharp end of care delivery is key to reversing the tide. High engagement organisations demonstrate:
41% better performance in quality
66% better performance in staff wellbeing
18% better performance in productivity
23% better performance in profitability
58% fewer patient incidents
81% less absenteeism compared to low engagement organisations
(Source: Gallup, 2020)
ENGAGE TO IMPROVE
Urgent & Unplanned Care: engaging the workforce to improve quality, safety and care
ImproveWell and colleagues from Southern Health and Social Care Trust and Chelsea and Westminster Hospital NHS Foundation Trust uncover:
- how the current landscape in urgent and unplanned care services looks with regard to quality, safety, and workforce sentiment;
- how engaging the workforce to improve is the key to positive transformation; and
- lessons and best practice in engaging the workforce in improvement within the Psychiatric Intensive Care Unit at Southern Health and Social Care Trust and the Burns Service at Chelsea and Westminster Hospital NHS Foundation Trust.
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IMPROVEWELL IN ACTION
Southern Health and Social Care Trust & ImproveWell
"Two years ago we were haemorrhaging staff, people didn’t want to work here... but in the last 12 months, we haven’t lost a staff member. Recruitment has been successful. There’s a change in how others perceive our team. It’s a place where people want to come to work.
In terms of our Quality Improvement goals, ImproveWell has made things easier, because it's a single channel to collect ideas, provide feedback, review successes, and more. So it has actually saved time."
Leigh FerrisDeputy Charge Nurse, Rosebrook Psychiatric Intensive Care Unit, Southern Health and Social Care TrustChelsea and Westminster Hospital NHS Foundation Trust & ImproveWell
"We make capturing patient feedback with ImproveWell part of our processes.
Every week, my ward manager and I both do walk arounds. And as we do, we take an iPad with the ImproveWell app with us and and ask patients if there is any feedback they'd like us to take on board about their stay within the service.
It’s led to some really lovely and helpful feedback"
Nicole LeeBurns Matron, Burns Service, Chelsea and Westminster Hospital NHS Foundation TrustSome #SmallButMighty suggestions from the ImproveWell community, improving operations, and staff and patient experience, one idea at a time
NHS Nightingale Hospital London & ImproveWell
"ImproveWell was embedded into our learning system with complete ease. We drew on staff and patient insights. It gave us the ability to analyse the data and put it into the right people’s hands to make changes and improvements – whatever the level.
It provided a really systematic, rigorous and fast way in which to understand the insights of our users and how we then put change into practice."
Dr Dominique AllwoodDirector of Population Health, Imperial College Healthcare NHS Trust; former Medical Director NHS Nightingale Hospital London; and Chief Medical Officer, UCLPartners. University Hospitals Dorset NHS Foundation Trust & ImproveWell
"Having ImproveWell has been fantastic for staff to be able to give us their ideas, knowing that it’s going straight to the management team and can be implemented quickly.
In the past we’ve asked staff to drop ideas into cardboard boxes but after a month or so they’re often left abandoned. So having ImproveWell, where people can log in during their break, after their shift or at the weekend, has been really useful."
Louise HillAssistant General Manager Emergency Services, Poole HospitalABOUT IMPROVEWELL
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Engage the workforce to improve staff and patient experience
Giving everyone a voice, ImproveWell makes it simple for organisations to capture continuous, real-time insight from the frontline to improve staff experience and the quality of patient care.
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How it works
ImproveWell creates a continuous touchpoint with the workforce - making change simple with 24/7 real-time feedback and insight
SENTIMENT TRACKER
Track and boost workforce morale and wellbeing with real-time data, by asking your team how their workday is going.
IDEA HUB
Gather ideas for improvement, discuss or refine collaboratively, and keep everyone up to date with progress and implementation.
PULSE SURVEYS
Understand what matters and see where improvements are needed with swift and straightforward survey creation.
IMPROVEWELL INSIGHTS
Capture real-time feedback from patients or partner organisations via customisable online portals.
DATA DASHBOARD
Detect trends or pressure points; enable data-driven decisions; measure change; and publish reports to close the feedback loop.
Impact
Creating the right environment for wellbeing at work and continuous improvement, ImproveWell delivers:
INDUSTRY RECOGNITION
