1. Modern Matron/Quality Service Nurse 1st Year Evaluation Report Hilary McCallion - Director of Nursing & Education Elaine Rumble - Deputy Director of Nursing

2. Health Service Circular guidance document (2001) described the matron as “a strong clinical leader with clear authority at ward level who is highly visible, accessible and easily identifiable by patients and has real authority to ensure that the basics of care are correct”

3. The Three Main Strands Securing/assuring the highest standards of clinical care by providing leadership to the professional and direct care staff within a specific area. Ensuring that the administrative/support services are designed and delivered to achieve the highest standards of care. Provide visible, accessible and authoritative presence in the ward setting to whom patients and their families can turn for assistance, advice and support.

4. Trust Perspective Introduced 2001. Many concerns raised. Trust Executive requests services to consider implementation plans. Mixture of new posts i.e. Southwark, Addictions and Learning Disabilities. Re-focussed posts - Lewisham, Lambeth.

5. Users/Carers/Partners Views Partnership Time event held September 2001, focussed on developing aspects of the NHS Plan “Matron” or “Patron” title preferred. Some of the priorities identified for the role were –Patient care –Food –User needs –Complaints –“Getting the job done” Initiative required extra funding.

6. Evaluation Process Involved Two Phases:- Phase 1: Distribution of 16 self assessment forms, of which 13 were returned = 81.25% Self assessment form - four sections –Securing & Assuring the Highest Standards of Clinical Care –Ensuring/Improving the Patient Environment –Supporting Ward Managers/Clinical Leaders/Clinical Staff –Supporting Service Users & Carers Phase 2: Comments were sought from Service Directors and Service/Ward Managers

7. Comments by Managers “… acts as a catalyst between nursing and medical staff, in particular to ensure good working practices are put in place” “… having a strong focus on the environment has brought about real improvements. Staff are becoming more aware of the importance of the environment and are less passive about trying to address issues” “… provides immediate support to front line staff. Staff feel more confident having support from a senior, experiences nurse on site”

8. “… maintains a high, independent profile within wards” “… huge benefit in the management of potential and actual complaints” “… keeps the idea that the service should be patient centred” “… much of the strength of the role relates to the individuals’ credibility with nursing colleagues”

9. Summary Various approaches to the role adopted Most impact is being made around Standard 3 - (Supporting Ward Managers/Clinical Leaders/ Clinical Staff). Environmental improvements relate to staffs’:- –engagement with support services –increased interest/responsibility Clinical standards have improved, but more work is required in relation to audit and benchmarking

10. A positive impact on the complaints process has been noted due to:- –local resolution –patient centred approach The individuality of the post holder was seen as key to the roles’ success More work with carers is required

11. Recommendations To repeat the evaluation next year. To obtain the views of service users and carers regarding the impact of the Modern Matron/QSN role. The engagement with carers needs to be improved through formal/informal methods. Each Modern Matron/QSN to develop and action plan to improve their self assessment scores.