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If so, you might like to get involved in our 15 steps challenge. Anyone who is a member here can get involved.
Membership is free and open to patients and members of the public aged 16 years or over. To become a member visit our membership page.
The 15 steps challenge is an activity involving a team of members, staff and our board members who visit a different healthcare service here each month to see the care given from a patient's point of view. The visits identify what is working well and what could be done differently to improve the experience for our patients, carers and families coming to the service in the future.
The name comes from a mother who regularly visited a hospital with her daughter who said:
In response to this quote, a national project was developed (by the NHS Institute for Innovation and Improvement) to gain a better understanding of and make improvements to the patient experience in hospitals. We have made some changes to the national project so we can use this approach in our community services.
Supported and guided by the project co-ordinator before, during and after each visit, a small group of members and staff walk around the service as if they are a patient visiting the service for the first time.
Team members note down their first impressions of what they see, hear, smell, feel and think. The team may also observe the clinicians at work and talk to patients and their relatives or carers about the care they have received.
Every service is different but there are always four key questions we consider on each visit:
Working together the visit team then discuss their findings and feedback suggested areas for improvements to service teams and senior leaders in the organisation, who are supported to make the changes by a deadline.
Depending on the type of improvements, the visit team may revisit the service a year later to make sure the changes have been made.
We are committed to working with our patients and members to ensure our services are designed, delivered and evaluated together. Being involved in the 15 Steps Challenge is one of the ways you can influence and shape our healthcare services.
Here is what a couple of our members have said about what their involvement has meant to them: