Mr Peter Morris, Chief Executive, Barts and the London NHS Trust made a detailed presentation of the Quality Improvement Strategy detailing the transformational improvement in patient care that would be undertaken over the next five years as set out in the circulated report and tabled documentation.  He indicated that the mission of the Trust was to be a NHS quality leader in service delivery, in the context of receiving some 700,000 patients annually.  More conversation was needed with partners on how to achieve excellence of service delivery and an honest assessment was needed of services which did not currently meet that standard.

Mr Morris added that Phase 1 of the new Barts hospital facility was being introduced that week and he would be happy to offer visits for Panel members.  The effectiveness of the service would be judged on the results of patients and also from staff appraisals, with input also being sought from stakeholders.

Ms Judith Bottriel, Associate Director Governance, Barts and the London NHS Trust, stated that an annual plan would be presented to the Trust Board next week on the basis of what mattered most to patients and staff.  To that effect, information was being sought from patients completing bedside questionnaires. The Council’s comments on the draft quality documents would be invited around mid-April.

Mr Morris and Ms Bottriel then responded to questions from Panel members, indicating that:

• Most patients’ complaints were dealt with on the spot, with informal means of resolution being offered, as most people preferred a quick response at ward level rather than a bureaucratic process. However, a small team was available to deal with more formal complaints, working alongside clinicians. Staff were expected to learn from complaints and the responsiveness in dealing with final stage complaints had improved from 60% to 75% being completed in 25 days. All complaints and outcomes were reviewed by the Chief Executive or Chief Nurse. The last comparative benchmark data had shown the Trust as being in the top four in national performance levels.
• There had been heavy focus on the patient discharge pathway to improve the whole hospital experience from beginning to end.
• A recent peer review of safeguarding arrangements in mental health care had recently been undertaken and the feedback had been a strong message from stakeholders that mental health support services were very well established.
• Recent surveys on staff attitudes had shown a significant turn around and comparative information was also being sought from patients to enable the provision of data on an annual basis.
• It was acknowledged that work needed to be progressed on development of compassion/empathy with regard to treatment of patients on a ward level. The Trust’s Chief Nurse was currently leading a programme to address this.

The Chair thanked Mr Morris and Ms Bottriel for their contribution.

NOTE: At this point, the Chair indicated that he would vary the order of business to enable consideration of agenda item 4.5 as next item. However, for ease of reference the agenda items are recorded in their original order.