Who are you?
Penny Firshman, patient experience lead.
Summarise your role?
My role is all about making changes to improve the hospital for those who use it. My team review the feedback from patients, the public and staff, for example the Friends and Family Tests (FFT), Your Care Matters surveys (YCM), patient advice and liaison service (PALS) concerns and adhoc website feedback. We use patterns in compliments and concerns to make positive change to our trust and the care we provide for patients across outpatient and inpatient services. I am also the PALS manager and my role is to support the PALS team in their vital role of supporting the public with signposting or working out any concerns.
What do you find rewarding about your role?
I am a strong advocator of patient experience and recovery, previously working as a critical care occupational therapist. In my current role I can make an impact across the whole hospital to improve experience which impacts on both patients and staff.
What do you find challenging?
Patient experience is in everything we do, from the environment through to clinical care. The challenge is with so many potential positive changes how to prioritise and focus resources on the areas that will have the most impact.
What do you enjoy outside of work?
I spend most of my time being a mum, but I also love singing and am a member of an online choir formed from ICU staff during the pandemic.