Patient Satisfaction and Clinical Nurse Specialist Intervention Audits 2015
Association of Breast Surgery ePoster Library. Cheel K. 05/15/17; 166181; P029
Katie Cheel
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Abstract
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Introduction:
The Patient Satisfaction questionnaire was designed by the Breast Care Nurses (BCNs) to provide an insight into the care experienced by patients in the Breast Care department and to identify areas for improvement to ensure we are providing a high quality of care to meet patient's needs. Documenting the range of tasks and how we as BCNs spend our time using the Cassandra Matrix, allows us to show the complexity and specialist nature of our role, helping us to identify if there are tasks which do not need our expertise, making a case for more support with these. (Leary, 2012)
Method:
100 patients diagnosed with breast cancer in 2015 were randomly selected and sent a questionnaire. 58 patients completed and returned the questionnaire. BCNs recorded interventions and contexts for one month using the Cassandra Matrix.
Results:
Overall patients felt supported.
Patients experienced some difficulties contacting the BCNs.
58% received information about free prescriptions.
57% received a consultation record at diagnosis.
60% think a diagram would help their understanding of surgery.
Mean intervention rate of 47 per BCN per day worked.
Conclusion:
Changes made to improve our practice in response to the audits:
Allocate a BCN to answer the phones throughout the day.
BCN present at time of diagnosis.
Update poster for free prescriptions and display around the department.
Develop robust treatment summaries.
Incorporate a diagram into the consultation record.
Business case submitted for 2 whole time equivalent BCNs.
Increase hours of administration staff.
References:
Department of Health (2011) Improving Outcomes: A Strategy for Cancer. Available from: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/213785/dh_123394.pdf
Department of Health (2000) The NHS Cancer Plan (2000). Available from: https://www.thh.nhs.uk/documents/_departments/cancer/nhscancerplan.pdf
Leary, A (2012) Guide to using the Cassandra Matrix. An Activity Analysis Tool for the Specialist Nursing Community. Apollo Nursing Resource.
The Patient Satisfaction questionnaire was designed by the Breast Care Nurses (BCNs) to provide an insight into the care experienced by patients in the Breast Care department and to identify areas for improvement to ensure we are providing a high quality of care to meet patient's needs. Documenting the range of tasks and how we as BCNs spend our time using the Cassandra Matrix, allows us to show the complexity and specialist nature of our role, helping us to identify if there are tasks which do not need our expertise, making a case for more support with these. (Leary, 2012)
Method:
100 patients diagnosed with breast cancer in 2015 were randomly selected and sent a questionnaire. 58 patients completed and returned the questionnaire. BCNs recorded interventions and contexts for one month using the Cassandra Matrix.
Results:
Overall patients felt supported.
Patients experienced some difficulties contacting the BCNs.
58% received information about free prescriptions.
57% received a consultation record at diagnosis.
60% think a diagram would help their understanding of surgery.
Mean intervention rate of 47 per BCN per day worked.
Conclusion:
Changes made to improve our practice in response to the audits:
Allocate a BCN to answer the phones throughout the day.
BCN present at time of diagnosis.
Update poster for free prescriptions and display around the department.
Develop robust treatment summaries.
Incorporate a diagram into the consultation record.
Business case submitted for 2 whole time equivalent BCNs.
Increase hours of administration staff.
References:
Department of Health (2011) Improving Outcomes: A Strategy for Cancer. Available from: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/213785/dh_123394.pdf
Department of Health (2000) The NHS Cancer Plan (2000). Available from: https://www.thh.nhs.uk/documents/_departments/cancer/nhscancerplan.pdf
Leary, A (2012) Guide to using the Cassandra Matrix. An Activity Analysis Tool for the Specialist Nursing Community. Apollo Nursing Resource.
Introduction:
The Patient Satisfaction questionnaire was designed by the Breast Care Nurses (BCNs) to provide an insight into the care experienced by patients in the Breast Care department and to identify areas for improvement to ensure we are providing a high quality of care to meet patient's needs. Documenting the range of tasks and how we as BCNs spend our time using the Cassandra Matrix, allows us to show the complexity and specialist nature of our role, helping us to identify if there are tasks which do not need our expertise, making a case for more support with these. (Leary, 2012)
Method:
100 patients diagnosed with breast cancer in 2015 were randomly selected and sent a questionnaire. 58 patients completed and returned the questionnaire. BCNs recorded interventions and contexts for one month using the Cassandra Matrix.
Results:
Overall patients felt supported.
Patients experienced some difficulties contacting the BCNs.
58% received information about free prescriptions.
57% received a consultation record at diagnosis.
60% think a diagram would help their understanding of surgery.
Mean intervention rate of 47 per BCN per day worked.
Conclusion:
Changes made to improve our practice in response to the audits:
Allocate a BCN to answer the phones throughout the day.
BCN present at time of diagnosis.
Update poster for free prescriptions and display around the department.
Develop robust treatment summaries.
Incorporate a diagram into the consultation record.
Business case submitted for 2 whole time equivalent BCNs.
Increase hours of administration staff.
References:
Department of Health (2011) Improving Outcomes: A Strategy for Cancer. Available from: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/213785/dh_123394.pdf
Department of Health (2000) The NHS Cancer Plan (2000). Available from: https://www.thh.nhs.uk/documents/_departments/cancer/nhscancerplan.pdf
Leary, A (2012) Guide to using the Cassandra Matrix. An Activity Analysis Tool for the Specialist Nursing Community. Apollo Nursing Resource.
The Patient Satisfaction questionnaire was designed by the Breast Care Nurses (BCNs) to provide an insight into the care experienced by patients in the Breast Care department and to identify areas for improvement to ensure we are providing a high quality of care to meet patient's needs. Documenting the range of tasks and how we as BCNs spend our time using the Cassandra Matrix, allows us to show the complexity and specialist nature of our role, helping us to identify if there are tasks which do not need our expertise, making a case for more support with these. (Leary, 2012)
Method:
100 patients diagnosed with breast cancer in 2015 were randomly selected and sent a questionnaire. 58 patients completed and returned the questionnaire. BCNs recorded interventions and contexts for one month using the Cassandra Matrix.
Results:
Overall patients felt supported.
Patients experienced some difficulties contacting the BCNs.
58% received information about free prescriptions.
57% received a consultation record at diagnosis.
60% think a diagram would help their understanding of surgery.
Mean intervention rate of 47 per BCN per day worked.
Conclusion:
Changes made to improve our practice in response to the audits:
Allocate a BCN to answer the phones throughout the day.
BCN present at time of diagnosis.
Update poster for free prescriptions and display around the department.
Develop robust treatment summaries.
Incorporate a diagram into the consultation record.
Business case submitted for 2 whole time equivalent BCNs.
Increase hours of administration staff.
References:
Department of Health (2011) Improving Outcomes: A Strategy for Cancer. Available from: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/213785/dh_123394.pdf
Department of Health (2000) The NHS Cancer Plan (2000). Available from: https://www.thh.nhs.uk/documents/_departments/cancer/nhscancerplan.pdf
Leary, A (2012) Guide to using the Cassandra Matrix. An Activity Analysis Tool for the Specialist Nursing Community. Apollo Nursing Resource.
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