Presentation on theme: "Service User Survey 2011 Service User Survey Results 2011 Toni Martin – Senior Consultant Quality Health."— Presentation transcript:
Service User Survey 2011 Service User Survey Results 2011 Toni Martin – Senior Consultant Quality Health
Service User Survey 2011 Context o NHS Plan: + Mandatory annual national surveys (patient and staff) + Links to Vital Signs + Conclusion: Patient and Staff surveys are a major source of data for CQC evaluating Trust performance o CQC’s Role: + Organise and run the national surveys – DH may take over the programme in 2012 + Publish comparative data for each Trust to inform public and guide funding. CQUIN scheme linking Patient Experience data to funding may be extended to MH + Inspection: sometimes unannounced or short notice - c.1 in 5 chance of being inspected in any one year. Inspections becoming more rigorous o Patient Reported Outcome Measures: + MH community services could be in scope for industrial scale PROMs
Service User Survey 2011 Operating Framework & Vital Signs o Vital Signs on patient experience: + Self reported experiences (national priority for local delivery, i.e. PCTs decide on precise content of local Vital Signs) + AND respect and dignity ratings + “Success” defined as increase in index score for each survey (national priority indicators guidance) + Operational Plans Technical Guidance Master makes clear that patient experience will be gauged using questions in 4 patient survey domains: 13 questions, flashed in this presentation
Service User Survey 2011 o Establish: differences between service users and managers / clinicians views of service o National Service User Surveys 2003 - 2011 used essentially same methodology o Substantial revision to questionnaire in 2011 o Comparison here with 15,159 Service User respondents from core samples in 56 MH function Trusts. o 86% of MHTs used QH o National Response Rate: 32%. Range is 26% - 42%; London and metropolitan areas lowest; shire counties with lowest levels of deprivation have highest response rates Key Points
Service User Survey 2011 Performance Issues Performance differences between Trusts caused by: o CQC standardise data only by age and gender. Our official study shows need to standardise for ethnicity or use unstandardised data. o Differences in practice and quality – but also: o Differences in social composition + Ethnicity: Asian and Black service users have different pattern of contact – less use of TT, more contact with Psychiatrists. Asian patients less positive about care planning, CCs, fewer have access to out-of-hours service; Black service users have double the rate of sectioning than whites + Age: Young patients less satisfied than older patients: up to 18 point difference on information issues etc between 16-24s and 64-75s + Gender: Women less positive than men o Still big differences perceived in service quality between geographically based teams in some Trusts o Differences in composition of CPA register: % of service users on new CPA ranges from 100% to 8% between Trusts in this survey + Too soon to tell how differential implementation of new CPA system will affect the data. Much looks unchanged from previous years + Under old CPA rules, enhanced CPA service users were much more likely to be aware of care plans, care co-ordinators, out of hours phone numbers, than those on standard CPA o So, the kinds of service users in your sample are crucial
Service User Survey 2011 Issues for Action o Better information on medication purposes & side effects, decisions on meds where possible o Ensure that all medication is being effectively reviewed congruent with your clinical guidelines o Assess unmet need for talking therapy o Further improve knowledge of who the care co-ordinator / lead professional is and awareness of how they can be accessed o Continue action to ensure all get a hard copy of care plan, understand contents, and ensure formal updating at least annually o Further improve incidence of care reviews - many say they haven’t had one in last year o Further extend help to those wanting it on finding work, benefits, housing o Ensure all service users have access to out-of-hours support telephone number o Ensure that enough information and support is given to families and carers
Service User Survey 2011 The Next Steps o Integrate with Quality Account and ensure Vital Signs action plans are in place. o Specific action plans in place to deal with top service user related issues. Build a performance management system which makes managers accountable; top improving Trusts pick 3-4 issues at most and rigorously performance manage them from the top. o Lead the process within the Trust. Keep the pressure up, don’t stop. Repeat messages. o Consider tracker surveys on community and IP services o Publicise achievements.