Northampton General Hospital NHS Trust
An innovative, interactive patient and customer care communication programme has helped Northampton General Hospital’s facilities team to make a difference on the front line.
The two-hour training programme includes a DVD filmed in-house that demonstrates how good (and bad) communication can impact on a patient or other staff member.
The DVD was filmed at the hospital by the trust’s Medical Illustration team and featured budding ‘actors’ from staff within the organisation.
From the start, the project had patients and staff involvement at its heart. The project group included patient representatives, trust governors, clinicians and facilities staff. They aimed to design an interactive patient and customer communication and care programme within a tight budget and deadline.
The directorate launched its PRIDE initiative (Patient, Responsibility, Improve, Demonstrate, Everyone) in early 2009 to improve the hospital environment. This was successful in raising facilities staff’s awareness of the role they play in improving patients’ experience. The training programme was a natural progression.
The group developed story boards outlining the narrative of the film and the resulting film was piloted to test it out. After some minor changes, the film was launched as part of the new training programme to 300 facilities staff, including managers.
Patient representatives have highlighted how better interaction with patients and visitors helped to improve their experience, clinical colleagues also identified how better communication and care improves working relationships and understanding.
The film and interactive training has received very positive feedback and the resulting discussions have helped to improve communication on the front line. The pride in this programme is shared by all involved and the idea and the film (with required changes) are now being rolled out to directorates across the organisation.
Contact Details: Brian Willett, Facilities Manager on 01604 545586 or brian.willett@ngh.nhs.uk
