AWP approach to Service User and Carer Involvement and Engagement

1. AWP approach to Service User and Carer Involvement and Engagement Alison Griffin Head of Engagement and Responsiveness June 2012

2. Our approach to involvement and engagement • A Review of Avon and Wiltshire Mental Health Partnership NHS Trust’s Approach to Involvement – Report from The National Survivor User Network (NSUN) • March Board Seminar • Service User and Carer Steering group.

3. Involvement has a long history, and certain health bodies are required under section 242 of the NHS Act 2006 to involve services users and carers in certain service planning, development and decisions. Involvement or participation is a multi-faceted concept, involving different techniques and skills, and is about people, power and citizenship. Done well, it should be of value to service users, carers and services and many other stakeholders.

4. NSUN review An assessment of the Community Engagement and Involvement Strategy A review of the full range of involvement activity in the Trust over a six-month period beginning 1 July 2010 A review of the processes whereby patient feedback and service user involvement contributes to service improvement and the improvement of the patient experience An assessment of the Trust's approach in relation to current best practice and statutory requirements.

5. Review continued A review of communications and partnership arrangements with service user groups The provision of advice and recommendations to strengthen the Trust's approach and practice to involvement and improving the patient experience A meeting with service user groups and the Trust to discuss the advice and recommendations.

6. Involvement within the Trust is facilitated at: • A strategic level by the Engagement and Responsiveness Team • An operational level in Strategic Business Units (SBUs) by having Service User Involvement Workers, and key operational staff with responsibility for it.

7. NSUN Findings (1) • The Community Engagement and Involvement Strategy is generally good and has served its purpose • The review of patient feedback processes demonstrates the Trust does this in many ways • The carers stakeholder group known as ‘Carers Forum’ works well • PALS works well.

8. NSUN Findings (2) • The Trust should strengthen its work with individual service users and carers more • The Trust’s communication with service user groups has a long history and has been difficult in places.

9. Four options AWP can take with respect to involvement at an operational and strategic levels: • Do nothing and carry on as you are • Make minor changes as in the recommendations in the findings section • Make moderate changes by having systems to carry on collating and improving on patient experience, but outsource other involvement activity to an external agency • Make major changes by rethinking involvement and participation and adopt wholly a co-production culture and of ways of operating. 18 recommendations

10. Changes as a result of the Board seminar In the Board Room: Local Meetings Complaints, PALS and Praise Independent feedback from users and carers In Board Seminars – User/Carer input. Outside the Board Room: Patient Safety Visits Informal Non Executive Director (NED) Visits Issues.

11. Service User and Carer Steering group The purpose of the Group is to: Oversee the development of engagement and service change Improvement within AWP will be guided by the principle of working together in partnership with service users, carers and staff Put service users and carers at the centre of AWP Commitment to improving our services via experience based co-design (EBD) Reports progress to Quality and Safety Committee.

12. Improvement action plan 32 actions including: Road shows Working together to develop a shared vision and framework for involvement and engagement Short timescales

13. Questions ?