How do non-clinical staff contribute to patient experiences of care?

I have blogged before about how patient experience isn't just a matter for doctors and nurses.

It really is everybody's business - yet we hear little about the contributions made to people's experiences of care by (among others) catering staff, cleaners, receptionists, porters, security and parking staff.

Care Opinion will be publishing a report on this topic at the start of next week.

And I am pleased to be running a webinar and a tweet chat on the same topic, as part of Experience of Care week, which is coming up very soon!

Here are the details you need if you'd like to join in (and I hope you will - whether you use services or provide them, or both!).

Webinar

Wednesday 25 April, 2-3pm

To join the webinar, follow this link

It is widely acknowledged that all staff – not just clinicians – may have an impact on people’s experiences of health and care services. Despite this, there is little information available on how non-clinical staff actually do affect experiences of care.

If non-clinical staff are important to patient experience, then it might be helpful to them to routinely receive feedback from patients. And non-clinical staff could be far more involved in strategies to improve experiences of services they help provide.

In this webinar we will present a recent study of how non-clinical staff affect patient experience (for good or ill), based on stories shared on Care Opinion. We will go on to discuss how real-time online feedback could be a simple and effective tool for building and supporting an improvement culture among non-clinical staff.

Tweetchat

Wednesday 25 April, 8-9pm

To join the tweetchat, just follow the #ExpOfCare hashtag on Twitter when the time comes.

We will be discussing questions such as:

• How do non-clinical staff affect people's experiences of care?
• What feedback do non-clinical staff get from patients, users or carers?
• What opportunities are there for non-clinical staff to improve care?
• Do we yet have a learning and improvement culture which involves all staff?
• Can feedback be shared with non-clinical staff via Care Opinion?

You are welcome to join this tweetchat whether you use health/care services, or work in them. I'm hoping that many non-clinical staff will join in.

Other webinars

Other Experience of Care week webinars are also available!