Bespoke Projects
A range of bespoke projects are designed and delivered to meet specific service need. Bespoke
projects are one-off pieces of work - often serving as a baseline to guide QI follow-up. High-level
reporting of bespoke projects over time should not be interpreted as chronological trend as each
quarter's content is unique and unrelated to any other quarter. Results below the 90% satisfaction
target should be read as a starting point for QI. An action plan is created per project with all elements
below 90% satisfaction included for improvement focus.
The table below provides a quarterly summary of the last three years.
Regional Online User Feedback System
Public Health Agency will launch the regional online user feedback system during the 2020/2021
year. Care Opinion has been selected as the system of choice. Use of the system aims to easily
connect service users with the organisation, allowing direct responses to be made to patient stories
and to drive service improvement. The system has been introduced in alignment to the Department
of Health's Programme for Government.
The Trust has carried out a programme of preparatory work to support implementation and establish
supporting arrangements. A responder framework has been developed with associated training
being carried out. The Trust will develop story generation mechanisms to support learning, change
and improvement. The Trust looks forward to integrating this feedback tool effectively into our user
experience arrangements to optimise the platform for the service user voice.
Always Event Programme
The Trust continues to embed a series of Always Event priority work streams to improve user
experience in terms of:
• Communication
• Family Presence
• Mealtimes
• Night-time Experience
• Pain Management.
Goal 1: Transforming the Culture 15