It is important to understand what good quality care looks and feels like from a patient, relative, friend and carer’s perspective. The 15 steps challenge is an inpatient toolkit which helps to provide a line of communication between service users and those at the organisational level, in order to identify improvements that could be made to enhance the overall patient experience.
A number of observations made by the group following a feedback session has resulted in changes to both areas including:
- The provision of more detailed and visible patient information, reading material for older children
- A change to the lighting.
- To refresh the artwork in the DSU.
- To design a welcoming entrance for the PED are also in the process of being organised.
This project was subsequently showcased at the Youth Out Loud! launch event in April and certificates were awarded to the group members for their participation, invaluable feedback and support.
According to Elizabeth Tsangaraki, Patient Experience & Quality Improvement Lead at Kingston Hospital, "it is beneficial for young people to take back these experiences into their community/school/college to raise awareness of both the challenge and the hospital’s priority aim of involving the wider community in everything we do".
About the day, YOL! members said:
Young people at Youth Out Loud! look forward to reviewing more healthcare services.