The Marie Curie Quality Account – measuring the impact and quality of our patient experience
Every year, the impact and quality of Marie Curie services are closely examined in an important statutory report that is available on our website. The Annual Marie Curie Quality Account outlines how we continually work to improve our services. The report sets out our progress on the targets we set ourselves in 2013/14 and what we hope to achieve in 2014/15 with our new strategic plan. A key element is a summary of our performance in the most important aspects of care: patient experience, patient safety and clinical effectiveness. This blog looks at how we’ve done in regard to patient experience in the past year. Look out for blogs on patient safety and clinical effectiveness soon. See the full Quality Account for more details.
Last year we said we would listen to, analyse, learn from, act on and disseminate feedback from patients and carers and use it to improve the quality of services, driven and led by patients, families and carers. We said we would do this by focusing on two areas:
- Patient and user engagement
- Becoming more accessible and providing better care
Patient and user engagement
Over the year, we gathered feedback through our new user involvement and patient experience groups and our patients and families feedback review group. We are committed to gathering more patient and family feedback, and in the future we will particularly focus on areas where responses have been low. An example of how this approach works is the ‘You said, we did’ boards which are in all of our hospices and on the Marie Curie website. Below you can see how feedback is analysed and concerns are addressed. More examples can be found in the full report.
Becoming more accessible and providing better care
The past 12 months saw the establishment of a Black, Asian and Minority Ethnic (BAME) project group, with the purpose of building relationships with BAME organisations and other stakeholders. The project group has produced a research paper on end of life care needs for BAME people which was shared at a conference for BAME groups and providers. The Marie Curie Hospices in Bradford and Cardiff and the Vale have tested their outreach work with BAME communities, aiming to raise the awareness of the hospice and end of life care. Our efforts have seen an increase in the number of BAME people accessing our services in these areas, with 44 more BAME service users in Cardiff this year compared to the previous 12 months – an increase of 30%. We continued to roll out our Marie Curie Helper service, in which trained volunteers provide support for terminally ill people. The service has increased by 75% and is now active in five different regions, with a further three services in development. Feedback from patients has been extremely positive, with one saying: “I feel it has given me more of a positive outlook. Helped me to see that there are other things out there I can do even though my illness is restricting.” Marie Curie hopes to increase the number of patients receiving our Helper service from 560 to more than 1,000 within the next year.
Marie Curie is committed to providing high-quality care centred around the needs of people with a terminal illness. Our Quality Account is just one way in which we demonstrate this commitment to the people we care for and to our regulators. We welcome any comments on it and any suggestions for future Quality Account reports. Please email us at: firstname.lastname@example.org We also welcome feedback about our care.