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3.3.2 PRIORITY 2 – Increase
Engagement of Children, Young
People and Families in Improving
Quality and Developing Services

The Trust has made significant efforts to increase
the engagement and involvement of our children and
families in many areas of improvement across the
organisation, including:

• Improvements in outpatients
• Ensuring children with protected characteristics are
not disadvantaged through any service development
proposals

Improvements in Outpatients

Aim: The delivery of an excellent outpatient The Improving Outpatients project was established
service to every patient, on time, every time in 2016/17 following the Care Quality Commission
(CQC) inspection in 2015. In 2017/18, the second year
Targets:
of the project continued with a focus on “Experience
1. Reduce the PALS concerns relating to in Outpatients” and aimed to deliver an excellent
phlebotomy waiting times by 50% by March 2018 outpatient service, building on previous achievements
Baseline: 8 Target: 4 with a clear focus on increasing patient and family
satisfaction as well as staff engagement and wellbeing.
2. Improve the FFT rating for extremely/likely to
recommend the Alder Hey Outpatients
Feedback from patients and staff highlighted several
department
opportunities for improvement:
Baseline: 93% Target: 98%
• Limited opportunity for patients to feedback their
3. Reduction in short term staff absence by 300
experience and often, limited detail provided
days by March 2018
Baseline: 1,764 days lost Target: 1,464 days • Booking rooms for outpatient clinics is complex and
lost often delayed setting up of clinic session
• Waiting and congestion in phlebotomy area resulted
Outcomes:
in delays and increased stress for both patients and
1. PALS concerns relating to phlebotomy reduced staff
to 4 in the year, i.e. 50% reduction.
• Very busy fracture clinic with poor flow, blockages
2. FFT rating fluctuated widely each month between and delays, including in the plaster room
91.4% and 97.7% patients/families who would
• Limited play and distraction provided in outpatient
recommend Alder Hey outpatients department
areas
3. Short term staff absence reduced by 499 days to
• Staff morale low with significant days lost through
1,265 days lost.
staff sickness.

The work placed specific focus on delivering a safe
system of booking patient appointments, an effective
workforce delivery high quality patient care every time
and digital improvements in line with the Global Digital
Exemplar (GDE) project.

Many of the improvements utilised Listening into
Action (LiA) methodolgy to place specific focus on
the issue, and involve the right people in agreeing the
solution, ensuring the patient was at the heart of the
improvement.

Alder Hey Children’s NHS Foundation Trust 110 Annual Report & Accounts 2017/18