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Tees, Esk and Wear Valleys NHS Foundation Trust The Climb

Tees, Esk and Wear Valleys NHS Foundation Trust The Climb. Linda Parsons Associate Director of Operational Services 29 th November 2011 . Facts and Figures – Tees, Esk and Wear Valleys NHS Foundation Trust. Formed April 2006

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Tees, Esk and Wear Valleys NHS Foundation Trust The Climb

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  1. Tees, Esk and Wear Valleys NHS Foundation Trust The Climb Linda Parsons Associate Director of Operational Services 29th November 2011

  2. Facts and Figures – Tees, Esk and Wear Valleys NHS Foundation Trust • Formed April 2006 • Range of Specialist Mental Health, Learning Disabilities and Substance Misuse Services for 1.6 million people in County Durham, Tees Valley and North East Yorkshire • 970 Beds + range of Community Services • 6,000 staff • 170 + properties • £266m annual income • Foundation Trust status granted 1st July 2008 first north east mental health trust to achieve foundation status

  3. Trust’s Mission / Vision “To improve peoples lives by minimising the impact of mental ill health or a learning disability” “To be a recognised centre of excellence with high quality staff providing high quality services that exceed people’s expectations”

  4. “To provide excellent services, working with the individual users of our service and their carers to promote recovery and wellbeing ” “To continuously improve the quality and value of our work” “To recruit, develop and retain a skilled and motivated workforce” “To have effective partnerships with local, national and international organisations for the benefit of our communities” “To be an excellent and well governed foundation trust that makes best use of its resources for the benefit of our communities ” Our five strategic goals are

  5. Trust Performance • 1st North East Mental Health Trust to achieve Foundation Trust status • MONITOR Independent regulator • Governance Arrangements Green • Financial Viability 5 Lowest Risk • Local Accountability 5417 public members 5893 staff members 47 governors • National Targets CQC Comply all standards – no conditions to registration PEAT all sites Excellent or Good 1 of 10 Trust’s to achieve these out of 136 Foundation Trusts

  6. Trust Performance • Investors In People Accreditation • A number of national and international awards for our buildings and services • Trust singled out for praise by Department of Health Clinical Quality Lead for Quality Improvement Systems

  7. Facts and Figures – Hotel Services The services are provided by Housekeepers / Domestics / Porter Housekeepers and Catering staff 376 In-house staff Supported by a range of Contract Services 13M Annual Budget

  8. Why Did We Apply For Hospitality Assured Accreditation • 2005 - NHS Focus for Hotel Services changed Cost saving Customer focussed/Improving standards Better Hospital Food Programme/National Standards of Cleanliness/PEAT • Looking for a quality tool to assist us to demonstrate improvement year on year which matched our vision of a customer focussed service.

  9. Why Did We Apply For Hospitality Assured Accreditation • Visit to local Trust with accreditation confirmed Hospitality Assured as the tool for our Trust • 6 months following the visit we had our 1st assessment

  10. Hospitality Assured Assessment Scores Target for 2012 80% to remain top of health care sector 76.1 74.3 73.8 72.6 71.8 68.6 Target Increase Score Every Year – Achieved

  11. 20062011 Customer Research 66.7 72.5 The Customer Promise 72.5 80.8 Business Planning 68.9 78.3 Operational Planning 68.7 Standards of Performance 70.0 74.3 Resources 70.0 75.8 Training and Development 67.3 76.7 Service Delivery 68.8 75.0 Service Recovery 66.7 75.0 Customer Satisfaction Improvement 66.7 77.5

  12. Highest Score – The Customer Promise “ Specify what your Customer Service Promise is and how it is made known to your customers and staff and any others involved in service delivery” The assessors noted: “To deliver excellence with value” Is now an integral part of the ethos of the whole organisation, everyone questioned understood it and appeared to live it

  13. Our Customers Other Trust’s PCT’s Staff Patients SHA Carers Directors Other Services Governors

  14. OUR CUSTOMER PROMISE “To deliver excellence with value” Housekeepers - Customer Service Promise C hange – continued improvement R esponsive – go that extra mile I individual – Not one size fits all S ervice needs – Understand needs at the time P ersonal and Caring – Be Polite, Listen and Smile Reviewed July 2011

  15. Development Customer Promise Publishing Customer Promise Staff and Stakeholders involvement Reviewed annually • Web Page / Intranet • In-touch • Annual Reports • Posters • Team Briefs • Governor Service Visits • Hotel Services Manuals • Staff Induction • Staff Road shows • Staff Badges

  16. Methods to ensure Promise understood and effective • This Means That Statement • KPI’s Notice boards • Monitor Complaints, Comments, Reports • Audit Programme Check Standards • Meetings Customers • Rapid Process Improvement Workshops • Promise Discussed Induction • Appraisals

  17. How has Hospitality Assured Improved our Services - Trust’s 5 main challenges • Finance – Break even and achieve year on year CRES – 3%+ • Clear Marketing Strategy – retain contracts/win tenders • Demonstrate compliance regulators – Monitor/CQC • Governance arrangements • Financial Viability • Local Accountability • Achieve National Standards • Deliver our 5 Strategic Goals • Customer Satisfaction

  18. How does Hospitality Assured Help us Achieve our Challenges? Working to the standards helps us achieve our strategic goals Standard 1 and 7- Customer Research/Service Delivery Excellent standards working with individual users of our services Standard 6 – Training and Development Develop and retain a skilled and motivated workforce Standard 5 – Resources Best use of resources Standard 9 – Customer Service improvement Continuous improve quality and value of our work

  19. How does Hospitality Assured help us achieve our challenges? Accreditation is a unique selling point which assists in retaining contracts / win tenders Feedback from the assessors gives us an independent view from which we produce an action plan which helps us progress on our journey to excellence A strong motivator for staff and recognition of their commitment to delivery of our Customer Promise The 9 standards keep us focussed as to what is important and demonstrates we are improving year on year

  20. What our staff and Customers say about Hospitality Assured It gives us pride in our role It shows we are providing a more improved service to our patients year on year It means to me we are like a 5 star hotel It keeps us on track and gives us all the same goals to achieve It proves how high our standards are within our Trust providing for patient needs People will choose uswhen offered patient choice

  21. Trust Awards – Making a differenceCaring for the Environment Award Highly Commended – Hotel Services

  22. Trust Awards – Making a difference Chairmans Unsung Hero Award Winner Joyce Fletcher Domestic Assistant Roseberry Park Working Behind the Scenes Joint Winner Sue Weeks Housekeeper Cross Lane

  23. X Factor – The Climb

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