In Your Shoes

Physiotherapist

In Your Shoes is all about listening to our patients to improve the quality of the care we provide. It gives our staff the chance to hear your experiences of King’s, and find out what is important to you, what we do well and what we need to improve.

Our inpatients tell us that privacy, pain control and good communication are important – but treating people with respect and dignity, involving them in decisions that affect them, and making sure the place is clean are considered to be the most important. Outpatients want to wait less, to get better information and to have quality time with the doctor.

That sounds simple enough, but what does it really mean? What are the key things that all of us can do to make sure that our patients feel that we treat them with dignity and respect at all times? Well, that’s why we need to put ourselves in our patient’s shoes, listen to what they tell us and act on it. That’s where you come in!

Throughout the year, we hold a series of In Your Shoes events designed for people who have received care at King’s. All we need is a couple hours of your time to take part in a series of one-to-one chats with individual members of staff so you can both gain a greater understanding of each other’s experiences. We want to understand what a high-quality service really means to you.

In Your Shoes is open to anyone who has been a patient at the Trust in the past year unless they are currently involved in a complaint against King's.

What you said

Hearing things from the patient perspective is really key to King’s getting things right for patients.

During our Outpatient In Your shoes event in March, 19 patients and staff attended. The feedback was good with patients feeling positive about “the open discussion”, “meeting interested members of staff” and “being able to raise issues”.

Listening to patient stories was also very much valued by staff, with comments ranging from feeling “positive, happy, motivated and proud” to “It made me want to get others to hear the experiences and see how they can influence service change for the better” and “It made me feel that change is possible and that simple things can make a lot of difference.”

Key issues raised by patients included:

  • Initial reception contact can affect the rest of the experience
  • Planning appointments better and particularly co-ordinating tests
  • Continuity of care – don’t want to keep telling the same story
  • Keeping GPs in the loop
  • Waits in clinics
  • Transport and waits for porter too long

We also had some very helpful feedback, both positive and negative, about our new touch screen patient registration kiosks and changes to our appointments system which we can feed in to our outpatient improvement programme.

If you would like to know more about our upcoming In Your Shoes events, contact our Patient and Public Involvement team
Tel 020 3299 4618
Email kch-tr.kingsppi@nhs.net