Tell us what you think through the 10,000 Voices Project

The first phase of an innovative patient survey has recently been completed and the Northern health and Social Care Trust (NHSCT) is urging more service users to have their say as we move into the second phase.
Gail Mullan, Project Facilitator 10,000 Project and Alison Hynes, Intern Corporate Nursing TeamGail Mullan, Project Facilitator 10,000 Project and Alison Hynes, Intern Corporate Nursing Team
Gail Mullan, Project Facilitator 10,000 Project and Alison Hynes, Intern Corporate Nursing Team

The 10,000 voices project which has been set up regionally to provide a focus on health care services in Northern Ireland, from a patient’s perspective.

Carolyn Kerr, Deputy Director of Nursing with the Northern Trust said: “The 10,000 Voices project provides patients, families, and carers the opportunity to “tell their story” and to share their experiences of healthcare and how it has impacted on their lives. We are collecting these stories to inform the commissioning process, enabling the delivery of better value for money in how the services we provide are delivered.”

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The initiative, which is funded by the Public Health Agency, gives members of the public a ‘voice’ and the opportunity to influence how services are shaped in the future. Unlike traditional surveys, this campaign is patient led - giving patients/service users the opportunity to describe their experience of health care services.

Phase 1 of the project focused on Unplanned/Unscheduled care services; Emergency Departments, Minor Injuries Units, GP Out-of-Hours Services and Northern Ireland Ambulance Service.

Local key themes were identified and service improvement work is currently being actioned including; increased pillows and blankets available in Emergency Departments; cleaning regimes and checks in waiting areas have increased and additional portering and security patrols in Emergency Department waiting areas. Care and support networks have also been introduced for staff working in Emergency Departments and a an under-graduate teaching pack about Patient Experience Led Care has been developed.

Regional themes indicated high levels of satisfaction with care and compassion, explaining treatments, showing empathy and understanding, good professional manner, showing respect and providing reassurance to patients.

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Areas of improvement were identified as: first impressions, staff introducing themselves, remembering conversations may be overheard, keeping patients warm and comfortable, preventing patients from feeling embarrassed and communicating clearly about waiting times and treatment.

The project has now moved into its second Phase, with the focus on ‘Nursing and Midwifery Care’, and ‘Care in your own home’.

If you would like to share your experience, you can complete a survey online at www.10000voices.info or request a paper version of the survey, by contacting Gail Mullan, Project Facilitator,10,000 Voices [email protected] or phone 028 9442 4000 (ext 33 2829)