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Collaborator Assessment
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QI topic
The reason for the choice of QI project is clear
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Summary of discussion *
The pharmacy is based in an area with a very diverse population, and many of the people who access our services face a language barrier.
The pharmacist raised the issue and became aware that there was access to interpreter services available, but that this was not well utilised, and many of our staff were reluctant to use it.
They set about initiating a project to support patients to have better access to healthcare in a format that they could understand.
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QI project aim
SMART aim linked to the problem identified
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Summary of discussion *
The pharmacist had a very clear sense of the overall outcome that they wanted to achieve, and the various additional aims that would help them to achieve it.
The overall aim was to support our patients to have better access to healthcare by increasing access to resources that mitigate language barriers. This would be achieved by
- Identifying barriers to using the interpreting service(s)
- Raising awareness of the available tools
- Providing bitesized education to staff in the pharmacy to increase uptake of the available tools
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Quality improvement measures identified
Process, outcome and balancing measures
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Summary of discussion *
Prior to setting out, the pharmacist was very clear that they would need a robust approach to measuring both the baseline, and any change that occurred because of the intervention.
Surveys were developed that would be used to collect baseline data, and data after the intervention.
A combination of quantitative and qualitative measures was used to identify:
- Baseline knowledge of the available resources
- Frequency with which various tools/resources were used
- Barriers staff faced in using the available tools and resources
- How confident staff felt supporting people who did not speak English as a first language
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Use of QI methodology demonstrated
QI methodology and tools used during the project
If contributed to part of a larger project, describes the aspect of QI methodology studied and their role within the team
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Summary of discussion *
The pharmacist accessed a training package on QI methodology to underpin and support this project.
They accessed support from their leadership mentor, but led this project independently, and they were the driving force for this project.
They used PDSA cycles to implement their changes, whilst undertaking evaluation of the impact using the audit tool they developed.
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Change implementation
Describes individual tests of change - including predictions, progress, unexpected findings and data
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Summary of discussion *
The pharmacist hoped they could drive more use of the interpreting service to support people to get access to the healthcare communication they needed. They predicted that their intervention would drive this change.
They were surprised to see how impactful the intervention was – there was a 10-fold increase in use of the interpreting service, and significant change in the reported confidence of staff in supporting people who face language barriers.
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Evaluation of change
Analysis of data (compared to predictions)
Clear identification of learning points and own role in the project
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Summary of discussion *
This was an impressive piece of work which was very impactful in driving changes that can better support people to access the care they need.
The pharmacist identified the problem, set about to address it and implement the changes, and supported all the staff in the pharmacy throughout the project.
They developed their leadership skills and ability to undertake meaningful QI. The feedback from all the staff in the branch was incredibly positive.
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Future application of QI project considered
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Summary of discussion *
The pharmacist has written an article for our newsletter to share their learning and promote the available resources.
They have been asked to present the detailed findings at a regional meeting and will support us to implement the microteaching and awareness materials across the organisation.
They are planning to undertake some further evaluation with patients.
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