Do you ask the question?

News from our partners Shropshire Clinical Commissioning Group (CCG), Telford and Wrekin CCG, Shropshire Community Health NHS Trust, and The Shrewsbury and Telford Hospital NHS Trust. 

The local NHS and Shropshire Council are asking all staff “Do you ask the question?” 

Led by the two CCGs, all organisations are committed to improving the patient experience by focussing on equality and diversity.  By asking the simple questions, nurses, doctors and reception staff could help make a difference to patients. 

To help raise awareness of the importance of equality and diversity, a special video led by local patients has been created.  The video highlights a story, where a patient struggles to access the support and information they need.  If staff had asked one simple question – “do you understand?” or “does this information make sense?” – the patient potentially would have felt less frustrated, would know how to manage their condition better, and would feel confident in accessing services. 

As part of this focus on equality and diversity, staff are asked to take a few moments to think of what simple question would help their patients.  Have they checked whether their patient has understood the information given to them?  This could be because they have difficulty understanding, due to dyslexia or perhaps English is not their first language. Have they asked a patient changing gender how they would like to be addressed ie Miss, Mrs or Mr?  Have they considered cultural issues about mealtimes and privacy for praying? 

Across the local health system, staff work hard to ensure patients have access to the right treatment and support.  But sometimes, it is the little things that can make a big difference.  Both CCGs, The Shrewsbury and Telford Hospital NHS Trust, Shropshire Community Health NHS Trust and Shropshire Council are committed to raising awareness within their organisations. 

Shropshire CCG was awarded £10,000 to promote equality and diversity locally.  Working with patients and local NHS staff, this powerful message of “do you ask the question?” was created and supported by a short film. 

Dr Caron Morton, Shropshire CCG’s Accountable Officer, said:

“As local GPs we know that each patient is individual and has different needs and challenges when accessing health care.  We are committed to improving the patient experience, by encouraging all staff to think whether they ask the sometimes simple questions.  We know that our clinicians and staff care about their patients, that is why they joined the NHS, but we also know how busy they are.  This video encourages all staff to take a few moments and make equality and diversity everyone’s business. 

“I would like to thank all the patients and staff who have produced this video, to help promote this important message across all services.” 

Dr Mike Innes, Chair of Telford and Wrekin CCG, said:

“We are proud to be part of this partnership and would like to thank all the patients and staff who took part.  Equality and diversity affects everyone, and through this campaign we hope that patients will experience quality and patient-focussed services.” 

Julie Thornby, Director of Governance and Strategy at Shropshire Community Health NHS Trust, commented:

“Shropshire Community Health Trust is really proud to be part of this project, working closely with our GP, NHS and council colleagues.  

“Everyone in the NHS works hard to make sure that our patients get good quality care.  In order to do this we need to be responsive to everyone’s individual needs and circumstances.  This innovative video highlights just how important it is to ask the right question – it’s not about being intrusive but making sure we can really help people.” 

Adrian Osborne, Communications Director at The Shrewsbury and Telford Hospital NHS Trust, said:

“Every one of us as a patient or carer has a right to expect dignified and compassionate care that is based around our individual needs and circumstances.  Every one of us is different, unique and special, and every organisation that provides care in our name must recognise this by asking us the question.  When I am a patient I hope that everyone who provides my care will ask me the question.” 

Kal Parkash, Shropshire Council’s diversity officer, added:

“Shropshire Council is very pleased to have worked with the new CCGs on this project.  The message is a simple one.  Ask the right questions to ensure the right services are being provided.  Understanding the needs of service users will help us to deliver more efficient and effective services.”

Find out more at twitter on @do_you­_ask or www.shropshireccg.nhs.uk.