Publishing her ‘Dignified Care: Two Years On’ progress report today, the Older People’s Commissioner for Wales, Sarah Rochira, has said that despite a number of improvements in hospital care, significant progress must be made in a range of key areas to ensure that all older people within Welsh hospitals are treated with dignity and respect.
The Commissioner also states that there must be zero tolerance of failures in care and that the NHS in Wales must capture, and act upon, the experiences of patients far more effectively.
‘Dignified Care: Two Years On’ is the second progress report following the Commissioner’s Review into whether older people in Wales are treated with dignity and respect while in hospital. Following the publication of the Review report in 2011, action plans were developed by Health Boards, Velindre NHS Trust and the Welsh Government to deliver the change and improvements expected by the Commissioner.
Sarah Rochira said: “As Commissioner, I meet with many people who tell me about the excellent hospital care they have received and the ways they were supported when they felt most vulnerable. But, all too often, I meet with, and am contacted by, people who tell me about the appalling care they have received.
“I have been provided with evidence of a wide range of actions underway that are designed to improve patient care and are making a positive impact in many cases. However, the NHS in Wales must now rapidly translate these actions into improved outcomes for all older patients across Wales at ward level, particularly in key areas such as dementia and continence care.
“The NHS in Wales must further strengthen its understanding of the patient experience and that the impact of the wide range of actions now underway can be measured effectively. This must be done on an ongoing basis and used not only to drive the development of initiatives aimed at improving care, but also to embed a culture of continuous improvement. There is clear evidence that this is underway, but there is still a considerable way to go.
“My expectations of health boards are clear. At its heart the NHS in Wales must have a culture that refuses to accept or tolerate poor care and considers failures to learn unacceptable they must be able to evidence they have delivered. I will continue to monitor, scrutinise and make public my assessments of progress made by the NHS in Wales in respect of key aspects of dignity in care. Where I consider that there is not sufficient progress being made or there are continuing cases of poor care or mistreatment, I may undertake a further formal review at Board, Hospital or Ward Level.
“Quite simply, I expect the NHS in Wales to get it right for all older people. At our best, our healthcare in Wales is outstanding, and we have many dedicated healthcare staff, but still, too often, we are failing to get the basics right and this has a devastating impact upon individuals and their families.
“My second progress report shows that there are improvements taking place in respect of the 12 areas I identified for improvement, but it is now for the NHS in Wales to make sure that safe, effective, high quality care is delivered to all, not just some.”
