15 steps challenge

First impressions count. The 15 Steps Challenge was developed by the NHS Institute for Innovation and Improvement and comprises a team of three who visit wards unannounced to determine the first impressions from a service user/carer perspective.

Be part of the 15 step challenge

The tool helps the organisation and ward teams to understand and identify key components of high-quality care plus appreciate how they are doing from a patient’s perspective. It is also useful in gaining an understanding of how patients feel about their care and how confidence can be built.

The challenge team assesses against four indicators. These are:

  • Welcoming
  • Safe
  • Caring and involving
  • Well organised and calm

Visits to our wards have been taking place since the programme was developed in 2012. The trio is picked from non-executive directors, executive directors/service directors, service users, carers and senior managers.

All wards are visited on rolling programmes, which are unannounced.

Following a visit, the ward receives an action plan based on the recommendations. When the wards are revisited, the assessors will have a copy of the action plan from the previous visit to see if changes and improvements have been put in place.

If you would like to get involved or find out more, please contact our Patient Experience team or complete the online form