Challenge: Good medical care does not equate to a good patient experience. 40 percent of complaints received from service users regarding our service centred around bottle necks in the system, poor communication and staff attitudes. It was necessary to explore ways for stafftoreconnect with their purpose, Opportunities: In 2014 a patient shadowing programme was proposed at executive level. Unfortunately, due to pressures at the front door the project did not advance. In 2016 a new ‘front door opened. This change allowed us to focus inwards for ways to improve the experience ofpatients and their families within our department. The time was right.
