Quality & Involvement

1. Quality & Involvement

2. Aims of the day • To explore how to involve service users • To explore how to evidence involvement in your work • To explore the links between involvement and quality service delivery

3. Quality Organisations • Exercise • Think of a company where you have had good customer service • How do you think they achieve this?

4. Excellent companies… • Challenge the status quo • Are innovative • Try to do it better even when they are the best • Involve their customers!

5. What is needed for a quality service? • Results orientation • Customer focus • Leadership and constancy of purpose • Management by processes and facts • People development and involvement • Continuous learning, innovation and improvement • Partnership development • Corporate social responsibility

6. Standards Audit Self-Assessment Systems Processes Assurance Control Excellence Continuous improvement Benchmark(ing) Quality Jargon

7. Standard • An accepted example of something against which others are judged or measured. • A quality model in which the organisation must demonstrate quality to a required standard e.g. Investors in People, National Care Standards

8. What standards do we work to? • Alzheimer Scotland Standards • National Care Standards • SVQ standards • SSSC Codes of Practice • Personal Standards

9. Alzheimer Scotland Standards • Your Referral • Your Assessment • Your Support • Communication • Activities • Keeping Well • Eating Well • Expressing your views

10. Care CommissionQuality Assessment Framework • 4 themes • Quality of Life • Quality of Environment/Information • Quality of Staffing • Quality of Management & Leadership • Self-assessment • Grading • Overall score

11. Quality statement examples • We ensure that service users and carers participate in assessing and improving the quality of care and support provided by the service • We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide

12. Involvement…the history • What do we mean by involvement? • Involvement with a capital “I” • SDWG – conferences, DVD, training • GDAG/Carer panels- campaigning, publications, lay assessors • Council membership • Usually involving pwd in earlier stages, still verbally articulate

13. The future?….Personalisation • “…means thinking about public services and social care in an entirely different way- starting with the person rather than the service.” • “…means starting with the individual person with strengths and preferences who may have a network of support and resources, which can include family and friends.” • “…reinforces the idea that the individual is best placed to know what they need and how those needs can best be met.” Social Care Institute for Excellence Personalisation- a rough guide

14. Involvement in practice • Challenge is to recognise • involvement with a small “i” • It’s not an add on • we do it already • the need to record involvement

15. Involvement is about… • Expressing views and opinions • Making choices • Influencing! All can be done at anystage of the illness

16. Recording involvement • Why? • It helps us see patterns / themes • It helps us improve what we do • It is evidence of what we do -for managers and external (e.g. Care Commission/funders)

17. Involvement discussion • How do you currently involve people? Give examples of your practice • What works well and what are the barriers? • How do you evidence this?

18. Evidence • Exercise – scenario & support plan

19. Effective Recording • Turn your responses into evidence by using the feedback form • Are you showing outcomes for individuals?

20. Involvement toolkit • Involvement Guidelines • Service user questionnaire • Service user interview • Evidence recording sheet • Observation form • Talking mats

21. Involvement Guidelines • Involving people with dementia and carers in the services they use • Interviewing service users and carers • Observation of individuals or groups • Focus groups • Themed days

22. Service User Questionnaire • Flexible in its use • Customise for your service • Most useful for pwd in earlier stages

23. Service User Interview • Flexible • Informal • Adapt questions if necessary • Ask extra questions to clarify • Consider cues in environment

24. Evidence Recording Sheet • Flexible (discussions, meetings, observations) • Formal/informal • Shows outcomes • Useful for all stages

25. Observation Form • Flexible • Formal way of recording observation • Independent observer • Most useful for later stages

26. Talking Mats • Low tech • Little writing required • Easy to capture evidence • Visual • Good for keeping on topic • Most useful in moderate stages

27. Involving service users – is essential needs to be personalised for the individual is about meeting & exceeding standards leads to seeking ongoing improvement helps to show outcomes helps you to evidence your work and show how things are improving (and identify how to improve) To summarise

28. Thanks for your involvement!!