Royal Free London: Implementation of exceptional audit processes to improve patient experience

Identifying Requirements Through Data

Royal Free NHS initially embarked on 14 key self-inspection audits to shed light on patient care across the organisation, as well as identify and action plan issues at a local, site and group level, something which previously was not possible.

From this exercise, with external regulatory inspections, it became clear that the Royal Free required further assurance to meet regulatory requirements and meet patient experience targets, especially with aspects where previous challenges had occurred.

Approach

Model creation with QI Methodology

To meet this assurance need, a ‘Quality Inspection Walkabout’ was developed and implemented. This focused on gathering key aspects of quality and patient experience data through a monthly inspection process. This process used QI methodology of ‘the model for improvement’, via small tests of change.

The Royal Free governance team and quality leads developed this peer inspection framework, underpinned by Tendable Audit technology, to measure and monitor quality issues, raise the importance of patient experience, and help provide evidence to the organisation that regulatory requirements were being met. The team was also able to triangulate inspection results with other sources of compliance data as further assurance that Royal Free was able to achieve high quality care throughout their organisation.

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Monthly Peer-To-Peer Inspections

The Tendable app allowed instant access and analysis of results, rather than waiting for paper reports to be compiled and shared. This enabled key learning to be shared from the inspected teams and inspectors each month post-inspection, which was used to improve care and quality in all aspects of care delivery. The analytics drew key themes for all areas to focus on for improvement over the coming month before the next monthly inspection. Areas which were struggling were supported to action plan and implement any required improvements.

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Engaged Workforce

Being able to highlight areas from improvement and share learnings from inspections across the organisation improved engagement from nursing teams. Which in turn, allowed successes and improvements to be shared and celebrated each month by awarding certificates of achievement and a trophy of the month.