Mandie Sunderland Chief Nurse
Heart of England NHS Foundation Trust
What matters to patients?Feeling informed and
being given optionsStaff who listen and
spend time with patientBeing treated as a
person, not a numberPatient involvement in
care and being able to ask questions
The value of support services
Efficient processes
(Robert et al. 2011)
Sources:Patient surveyFriends and familyPatient storiesComplaintsQuantitative efficiency
measures e.g. LOS, readmission rate
What matters to the NHS? Preventing people from
dying prematurelyEnhancing quality of life
for people with long term conditions
Helping people to recover from episodes of ill health or following injury
Ensuring that people have a positive experience of care
Treating and caring for people in a safe environment and protecting them from avoidable harm(NHS Outcomes Framework
2012/2013)
Sources: Outcome measures e.g.
falls, HAPU - dashboards
Process measures e.g. compliance with care bundles – audit,
Experience measures e.g. surveys, stories
Infrastructure e.g. staffing levels and skill mix
What matters to staff?
The resources to deliver quality care for patients
The support I need to do a good job
A worthwhile job with the chance to develop
The opportunity to improve the way we work
(IPSOS MORI 2008)
Sources:Staff surveyQuantitative measures
e.g. retention, short term absence, education
Cultural barometer
CAMILLA CAVENDISH REVIEWAnnounced February 2013Examine training and support of healthcare
assistandsCover NHS and Social Care
RecruitmentTrainingLeadership, Management and Supervision
Engagement and SupportPublic Confidence and Assistance
Due to report May 2013
Challenges for Nursing Challenges for Nursing Build public trust and confidence in the
nursing profession particularly in light of national adverse media coverage
Robust Board Assurance – lots of data not much info
Professional concerns re nursing practice Nursing largest workforce
−Biggest pay bill−Patient contact 24/7
Efficiency challenge
