Patient Experience Toolkit + (PET+)

In A Nutshell:

The Yorkshire Patient Experience Toolkit (PET+) is an evidence-based approach to enhancing patient experience through listening to patients and the frontline teams who deliver their care, about what is most important to them. PET+ then uses qualitative theming, improvement methods combined with the engagement of senior management, to support positive changes.

PET+ is built on 6 systematic steps, that use tried and tested techniques to ensure effectiveness:

Bringing the right people together
Finding out what matters to staff & patients via qualitative interviewing
Generating key themes from interviews
Supporting a team to organise
Making things better
Finding out how/if things have improved

We have worked with PET+ for 5 years and therefore know a lot about what patients and staff think, feel and need in order to improve experience of receiving or delivering services. These insights have been captured in 2 reports that should be considered when embarking on this work. Because the SAME themes tend to be prevalent in ANY setting sometimes it is not appropriate to continue to collect feedback when the themes themselves are predictable. We therefore have various initiatives designed to respond to these recurring themes including ‘Lightening the Load’.