Big Conversations Get People Talking

'Very enlightening', 'we were being listened to' and 'that I have been able to discuss issues I have had a fear of' were just three of the many positive comments to emerge from University Hospital's 10 Big Conversations. Over 180 people attended the events over the past eight months where the public could be open and frank about how they see services at the Trust. The Conversations were held in public halls from Tunstall to Stone and covered a range of hospital services such as stroke, emergency and elderly care, children’s services and outpatient services.

Andrea Green, Director of Foundation Trust Development, said: "We wanted people to come to these sessions and give us their opinions, warts and all. I've been touched by some of the experiences people have in our hospitals. Listening to their stories and discussing how we can make the hospital a better place was our objective and in this I think we can say the Conversations were a success. It is important people know their contribution will affect Trust decisions and help to improve the care we offer. I have promised to get back to the people who attended the individual sessions to demonstrate what we have changed as a result of their comments or, where we have not made a change, to explain why."

The new Health Improvement Panel was an idea requested by a number of people who attended the sessions. It comprises 24 members of the public who have agreed to act as 'critical friends' on a long term basis, advising the hospital on its services and what patients need. The Trust is also establishing an Older Peoples Group to focus on issues close to them.

Andrea Green said: "Some people, particularly older people, can be fearful of going into hospital. The work we are doing with the public, and especially with the Health Improvement Panel and the Older Peoples Group, will undoubtedly help us tailor the care for these patients and increase their confidence in us. I'm proud of the work University Hospital is doing with the local community and hospital user groups.  Sometimes it can be uncomfortable to hear where people think we are getting things wrong, but I am delighted that people have been so enthusiastic in the Big Conversations to understand the issues and get across their opinions. I can assure people we will continue to listen to them and to use their views in improving the care we provide."

University Hospital is developing a reputation for working with the public and getting people involved in order to improve its services and the way they are provided.  Besides the Big Conversations, staff work with existing groups like the Local Involvement Network (LINk), the disability user group, various ethnic groups and visit neighbourhood forums to hear what people have to say.