n this opening plenary session of the NHSScotland Event 2011, Derek Feely talks about progress on quality. Along with Jason Leitch, Derek reflects on some of the challenges facing the service and how NHSScotland would respond. He also celebrates some of the successes over the last year across NHSScotland.
25. Always Event(s): The Always Event is to always listen to the patient during hand-offs by encouraging teach-back opportunities—during hospitalization and upon arrival in the next care setting. Always use the Teach-back method.
26. Always Event(s): Always communicate with, inform and respect the patient through the following behaviours in every patient/family encounter: 1) Introducing yourself and describing the reason you are there at each encounter, 2) Addressing and referring to patients by the name that they choose; not by their disease, 3) Displaying your name badge at all times, 4) Treating those whom you serve with the same respect you would wish them to show you, 5) Encouraging patients and families involvement in decision making, 6) Welcoming and being respectful to those defined by the patient as “family”
32. 11.5 Healthcare that Is safe is defined by our Clinical Excellence goal The care we deliver will be safe and effective. We commit to having excellent clinical care with no preventable injuries or deaths by July 2008 “ There will be no avoidable injury or harm”
