UHBW launch new Experience of Care Strategy

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) have launched a new Experience of Care Strategy, named ‘My Hospitals Know and Understand Me’. 

The strategy sets out the vision of providing person-centred, compassionate and inclusive care every time, for everyone from birth through to the end of life. 

UHBW is committing to supporting patients environmental, spiritual, emotional, psychological, physical and social needs, alongside their medical needs.  

To turn this vision into an everyday reality for the people and communities we support, UHBW will be working together with patients and carers, health and care partners, the Voluntary, Community and Social Enterprise sector (VCSE) and to design and deliver accessible, inclusive, and sustainable services to meet the needs of our diverse population.  

UHBW aims to support a full-hearted care culture where our values, behaviours and language support, inspire and unite UHBW people to embed person-centred care in practice using the Picker Principles of Person-Centred Care.  

UHBW is seeking to achieve five goals. These are: 

1. Asking ‘what matters to you?’ 
2. Listening and responding well 
3. Learning, embedding and spreading 
4. Designing and delivering together 
5. Continuously improving across the life course and journey of care

Professor Deirdre Fowler, Chief Nurse and Midwife, said: 

“Being unwell and coming to hospital can be an anxious time for anybody and we know some of the people and communities we support face unfair barriers in accessing health services. Every person we care for has a personal story that defines them.  

“Our Experience of Care Strategy “My Hospitals Know and Understand Me” is our commitment to understanding that and delivering person-centred care that reflects the unique needs of the people and communities we support so that everyone, no matter who they are or at what stage of life they are at, experiences outstanding care in our Trust.  

“My Hospitals Know and Understand Me” re-invigorates our commitment to putting our patients first and makes clear that everything we do, no matter how large or small, contributes to the experiences, safety and outcomes of the people we support in our hospitals.  

“We have worked with our people and communities to develop this strategy, the delivery of which will ensure that patients and their loved ones are heard, connected and have a sense of belonging when they receive care. By asking what matters to people and being open to continuous learning we can work together to grow and deliver truly person-centred care. I hope you will join us on that journey.” 

The strategy is available to read on the reports and publications section of the UHBW website. Alongside the strategy, there is also an Easy-read version and the 2024-2027 Delivery Plan available.  

You can tell UHBW about your experience through the Friends and Family Test survey or get involved by becoming a member of the UHBW Foundation Trust.