Experience and Engagement Team Quality Governance

1. Experience and Engagement TeamQuality Governance

2. Structure Co-production Experience and Engagement Involvement

3. Experience and Engagement Team

4. New look!

5. Approach to Experience

6. The approach

7. Experience domain

8. Overview of Activity

9. Real Time Feedback • Examples

10. PALS • Examples • Unhappy property went missing • Lack of communication to carer • Process of referral to OCD/BDD service • Environment of the ward • Staff wanting to understand complaints process to explain to client • Concerned friend was stating she was ‘locked up’ in the ward • Would like to see a different consultant • Trying to contact CPN • Concerns of deteriorating mental health of relative • Concerns about prescribed medication and side effects • Lack of contact about referral to Neurodevelopmental Assessment Team • Concerned about relatives discharge from community services

11. External sites • Care Opinion (www.careopinion.org.uk) • NHS Choices

12. CQC Community Survey • Highlights • Joint highest nationally for ‘overall experience’ (75%) • Health and social care workers: Highest score in comparison to other London and neighbouring Trusts. • Organising care: Joint highest score in comparison to other London and neighbouring Trusts. • Reviewing care: Joint highest score with two other London and neighbouring Trusts; • Crisis care: Joint highest score with three other London and neighbouring Trusts; • Support and Wellbeing: Joint highest score with two other London and neighbouring Trusts; • Overall view of care and services: Highest score compared with other London and neighbouring Trusts;

13. CQC Community Survey • Areas of development • Planning care: whilst the Trust scored lower than the previous year, the scored was the second highest score in comparison to other London and neighbouring Trusts. • Changes in you see: The Trust was lowest scoring Trust in comparison to the other London or neighbouring Trusts.

14. Inpatient Survey • Mainly rated within the middle 60% of all 19 trusts surveyed in 2016. • The Trust did well in ‘Leaving Hospital’ questions was about discharge arrangements, having the out of hours telephone number and being contacted by services after discharge. The Trust scored in the highest 80% threshold for contacting service users within a week of discharge and all other questions were above the lowest 20% threshold. • The Trust has also improved in: • receiving help from staff with home situations • enough care being given to physical health needs • service users not feeling unfairly treated for reasons of an equalities protected characteristic • However the survey shows that there are areas requiring improvement such as: • being made to feel welcome on the ward • being listened to • informing service users about side effects to medication, • activities • knowing about rights. • Did not score well on overall experience (being rated excellent or very good), but it did score well in ‘good’ scoring 29%, whereas ‘All trusts’ only scored 22%.

15. CQC Community Survey • Areas of development • Planning care: whilst the Trust scored lower than the previous year, the scored was the second highest score in comparison to other London and neighbouring Trusts. • Changes in you see: The Trust was lowest scoring Trust in comparison to the other London or neighbouring Trusts.

16. Complaints • 455 in 2016/17 • On this basis 46% of complaints were considered to be well founded (13% upheld and 33% partially upheld), 43% were not well founded (i.e. not upheld) • The top three categories: Communication at 52% (235 complaints), Clinical Treatment at 11% (51 complaints) and Values and Behaviours at 10% (47 complaints) • PHSO

17. Quality is what the patient says • “She felt listened to and was pleased to meet me and that she knew she had been heard as I looked into her eyes when speaking to her or listening to her” • “The response has answered all my questions; I am very pleased with the response” • “Thank you for the continued communication which has been first rate and let me feel that I was at least not being ignored when going through an initial complaints process” • “Thank you so soso much, you did what you said you would do. I’m so impressed”

18. Involvement Patient Quality Forum • In January 2017 a co-produced review of the past year, achievements and challenges was carried out. Members noted that they felt their confidence had increased, they were listened to, the PQF had empowered them and they felt more motivated. Challenges were making sure the PQF wasn’t just a ‘tick box’ exercise, some papers were very complex and the agenda was very packed, not giving enough time for discussion. The review produced a number of recommendations which will be implemented in 2017. • Participation in Trust governance activities e.g. committees (QSAC, DTC) • Participation in Trust quality assurance processes – e.g. service reviews, 15 Steps Challenge visits, production of information, recruitment • Participation in Trust service development activities e.g. workshops, stakeholder meetings

19. Involvement Carers Friends and Family Reference Group • Involvement in Trust business and activities (e.g. Committees): Carers sit on the Quality Safety and Assurance Committee and also the Clinical Quality Review Group. Carers’ have also been members of interview panels and taken part in the nursing recruitment days. • Involvement in service development: Involvement in service developments include carer representatives attending workshops for, Service user and carer feedback systems, Smoke free project, Estate modernisation programme, Acute care pathway development, S136 pathways development for Healthy London Partnerships. • Carers Charter: the Trust is developing with the carers a Carers Charter, setting out what carers, friends and families can expect from the organisation. • Triangle of care Accreditation: The Trust is applying for the second stage of accreditation under the triangle of care scheme. In 2016 35 community teams were targeted for self-assessment, 27 of which took part. The process was well supported by the local Carer’s Centres and also carer representatives who met with the teams to help them with completion of the self-assessment.

20. Questions