Chelsea & Westminster NHS Trust

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Working towards full Patient Friendly Recognition

• Don’t forget the advice on filling in the portfolio
• Can you show that you have all moved from ‘for patients’ to ‘with patients’?
• How has Patient Friendly Working (PFW) changed the way you work and what you do? The portfolio needs to show how you as a team reflect on service delivery and the changes that have been made in response to your dialogue with patients.
• Who fills in the portfolio? Everyone should be contributing to the portfolio even if they do not directly fill it in.  Would  patients be invited to see the portfolio and add items? If not, why not?
• For full Recognition all staff must be fully involved. How do you achieve this and how can you demonstrate it? Could every member of staff explain what PFW means to them and their job? Is PFW in work plans, considered at interview, part of induction and training? Is it a regular item on departmental meeting agendas?
• Information. How are patients involved in the range and content of information? How is information reviewed and kept up to date? Are copies of letters offered to patients as routine by everyone who writes them?
• Feedback. How is feedback obtained and which methods are most productive? Can all patients make their voice heard if they want to? How is feedback evaluated and how are staff and patients informed about the actions taken?
• How are individuals and groups from the wider community involved? Are they invited to meetings or involved in training? How are volunteers used and supported? How are patient representatives selected, briefed and supported?
• How has the patients’ and staff members’ experience been improved by PFW? How are bridges built between the patients’ experience in the department and their experience before and after their visits?
• Are you meeting external PPI standards, e.g. contractual, Trust, National Service Framework, professional and Healthcare Commission standards that apply to your department?