The importance of communication for a successful national patient experience programme

In recent months we have been heads down, tails up delivering an inpatient experience programme across 40 public hospitals in Ireland. It would have to have been one of the most interesting projects we have worked on and there are several aspects worth mentioning. One of our first observations is the importance of an effective communication strategy. The first key audience is the participating hospitals, from senior leaders and quality teams to the front-line staff, so they know what is happening, why and what their role is in a successful project. The second audience is the patients – they are [...]

The national inpatient experience programme in Ireland; survey closes and the work begins

After years of evidence gathering and preparation and several months very hard work, the Ireland Government has delivered what we regard as the most successful inpatient experience programme ever run. Working with Picker Institute Europe, the programme management (representing three different Government departments and agencies), adopted what can only be regarded as a Gold Standard approach to their first national programme. Over 27,000 patients were invited to give feedback; every single patient discharged from 40 public hospitals across the country. In this initial programme, only paper surveys were used. While this added significant cost to the programme it also ensured [...]