Theme B
Our patients and customers:
Focus on person-centred interaction, communication and engagement to promote independence and mitigate health inequalities.
Equality Act 2010:
Advance equality of opportunity between people who share a protected characteristic and those who don’t
Foster good relations between people who share a protected characteristic and those who don’t.
Outcome 2:
Implement an enhanced accessible communications strategy to mainstream equalities and advance equality of opportunity across all protected characteristics.
Intersectional
Digital access guides
Deliver detailed digital access guides outlining wayfinding and available facilities for all hospital functions by 2029.
- Creation of new webpages for all patients facing hospital functions containing QR codes providing access to maps’ and key wayfinding markers.
- Scope potential integration of smartphone/wayfinding beacon technology.
Accessible communication policy
Develop new Accessible Communications policy to enhance inclusivity.
- Deployment of new Accessibility Standards to assist people with visual impairment, learning disability, autism and dyslexia.
Feedback / complaints
Implement a digital capture system to record and theme patient feedback by protected characteristic to identify and address emerging themes by 2029.
- Additional tab provided within Clinical Governance database to record EDI based feedback.
Alternative formats – patient / hotel guest registration forms
Generate onsite supply of alternative format patient / Hotel guest registration forms available across all functions by 2026.
- Production of large print, Braille and alternative languages.
- Provide QR code on menus to access digital versions compatible with assistive technology.
Question sets – patient registration forms
Upgrade Patient Registration forms to provide best practice question sets to gather equalities data.
- Introduce new best practice question sets in conjunction with Trakcare upgrade.
Protected characteristic data collection
Research Institute – Protected characteristic data of patients to be collected prior to clinical trials.
- Introduction of demographic question sets to collate and analyse protected characteristic data.
Spiritual Care Strategy
Implementation of targeted communication outreach initiatives.
- Patient information leaflet.
- Spiritual Care webpage update.
- Bereavement counselling leaflet.
Volunteer Strategy
Providing volunteer support to patient services to enhance service user experience.
- Meet and Greet
- Pastoral Care
- Outpatient Support
- Care Experience
- Peer Support
- Sensory Care
