26 May 2017

Improving BME service user experience

A new patient experience project is underway on Ruth Seifert Ward, City and Hackney

Steve, Ade and Linnea reviewing service user feedback on the hottest day of the year so far!

On Thursday 25th May, the project team on Ruth Seifert Ward , developed the measurement plan and driver diagram for the team’s new project on improving service user experience.

The team have already conducted interviews with service users and discussed the project at ward community meetings to better understand their perspectives on what is important and what issues need to be addressed. The team is now ready to start collecting data and plan their first PDSAs (tests of change ideas).

One important dimension of the project is to understand the experiences of BME men particularly, as there is a lot of evidence that they have a poorer experience of mental health services. To do so, the team are going to collect key demographic data, so that results can be stratified. This will enable them to develop their understanding of issues affecting BME men, develop their theories on how to change this and target their PDSAs.

The team is following a successful model for patient experience projects, which was developed on Gardner Ward, also in City and Hackney. The “Gold Standards” project on Gardner has increased the proportion of people feeding back that they are having a positive experience of the Ward environment from 52% to 65%. Read about the Gold Standards project here.

Steve Terney, a Patient Liaison Worker in Hackney, has played a key role in supporting and encouraging service users on Gardner to provide feedback for the project, and he is now going to support the Ruth Seifert project as well, as he works across both wards. Steve talks more about his work here.

The Ruth Seifert team, led by Matron Ade Odubanwo, are also supported by new QI Coach Linnea Landin, who is a Life Skills Recovery Worker on Gardner Ward.


Testing draft statements for the project feedback tool


Rachel Levett, Ward Manager, joins the team to help put together the driver diagram


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  • YesNo
  • 12345
    1 = poor | 5 = great
  • 12345
    1 = not useful at all | 5 = very useful


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