Presentation on theme: "‘Quality is everything!’ Tricia Ellis AWHILES Conference 2nd July 2008"— Presentation transcript:
1‘Quality is everything!’ Tricia Ellis AWHILES Conference 2nd July 2008 National Service Framework for Quality Improvement‘Quality is everything!’Tricia EllisAWHILES Conference 2nd July 2008
2The National Service Framework for Quality Improvement Presentation will include:A brief update on the National Library for Health, the Review of NHS Libraries in England and the National Service Framework for Quality ImprovementThe National Service Framework for Quality Improvement and its:history and developmentimplementation plansreview processesplans for AccreditationThe implications and opportunities for AWHILES
3What is the aim of the National Service Framework for Quality Improvement? The underpinning aim is to put knowledge to work, to transform patient care and public health. This will be achieved by a quality led review of current service provision, followed by the redesign and development of library services to form a modern library/knowledge service.To ensure that NHS library/knowledge services maintain and continuously control their ‘service offer’ requires a robust quality improvement programme.The National Service Framework for Quality Improvement is the mechanism for quality assurance, quality management and quality control for all library services.
6NHS Libraries Review Lead: Professor Peter Hill The NHS Libraries Review was commissioned by Dept of Health and published in March 2008.The Review and National Service Framework with the service standards form a set of guidance to help all NHS organisations make progress on four key purposes outlined in the Review and take this agenda forward to support the modern NHS. They are:Clinical decision making by patients, their carers as appropriate, and health professionalsCommissioning decision and health policy makingResearchLifelong learning by health professionals
7PowerPoint presentations for NLH Updating events: NLH Update May 2008PowerPoint presentations for NLH Updating events:
8A quality assurance tool for health library/knowledge services Quality ImprovementThe National Service Framework for Quality Improvement provides:A quality assurance tool for health library/knowledge servicesAn infrastructure through which to deliver the outcomes defined in the Framework.National standards, which define the core services on offerDevelopmental standards to ensure the provision of a quality service which is delivered consistently to a uniformly high standard across the country.
9Quality AssuranceThe Framework is aligned to national policy and aims to complement other quality initiatives and regulatory requirements.The criteria statements are referenced to legislation, statutory guidance, Department of Health guidance and other required assessments. The references will help library/knowledge service staff to understand where the statements have come from The key assessment frameworks referenced include:ISO 9001:2000 International standard for quality managementImproving Working Lives AccreditationStandards for Better HealthNHS Litigation Authority
10The FrameworkOutcomes from the consultationOutcome 1.1 (Commissioning)Outcome 1.2 (Managing Service)Outcome 1.3 (Managing Knowledge)Outcome 2 (Access)Outcome 2.1 (Information Literacy)Outcome 3 (Library/Knowledge Service Staffing)
11Critical considerations World class commissioningMeeting organisational objectivesBusiness like approach, delivering quality and performance, demonstrating impactSkilled library workforceEngagement with customers
12worldclasscommissioning Management ofservice & knowledgeInfrastructureSkilled andmotivated staffAccess to knowledgeInformation Literacy
13The Creation of the National Service Framework for Quality Improvement The creation of the National Service Framework for NHS Funded Library Services in England.2007 – The creation of a quality assurance tool and a set of standards supported by Health Accreditation Quality Unit of CHKS.Five organisations have piloted the tool and StandardsThe SHA leads and NLH Board have agreed that compliance to standards will be a national key performance indicator.During 2008, workshops will take place to support library managers preparing for assessment and formal training of surveyors will commence.Visits will begin in early Spring 2009 by peer review teams to assess compliance to the Standards.
14Domain 1.3 Operational Management Domain 1.4 Performance Monitoring The Standardsinclude 5 Domains:Domain 1Domain 1 Managing Services, Knowledge, Risk and Information GovernanceDomain 1.1 StrategyDomain 1.2 PolicyDomain 1.3 Operational ManagementDomain 1.4 Performance MonitoringDomain 1.5 Corporate RiskDomain 1.6 Information Governance
15Domain 2Domain 2 Commissioning, Finance, Contracts and PartnersDomain 2.1 CommissioningDomain 2.2 Finance and BudgetsDomain 2.3 Service Level Agreements and ContractsDomain 2.3 Partnership Working
16Domain 3 Domain 3 Human Resources and Staff Management Domain 3.1 HR StrategyDomain 3.2 Staff StructureDomain 3.3 HR PoliciesDomain 3.4 RecruitmentDomain 3.5 Orientation and inductionDomain 3.6 Job DescriptionsDomain 3.7 European Working DirectiveDomain 3.8 Skill MixDomain 3.9 AppraisalDomain Training and DevelopmentDomain Staff CommunicationDomain Staff Involvement
17Domain 4Domain 4 Infrastructure, Facilities and SafetyDomain 4.1 Information TechnologyDomain 4.2 Facilities and Equipment ManagementDomain 4.3 Environmental ManagementDomain 4.4 Work SpaceDomain 4.5 Health and Safety
19Weighting of the criteria To assist with prioritisation of the work, each criterion is weighted according to the following definitions:E (Essential) relate to the alignment with National Library for Health strategy and good management practice that are essential and must be met in order to achieve compliance.C (Core) reflect statutory and professional requirements, guidance, strategies and reports issued by the government, Department of Health and professional bodies and sound organisational practice in health care.D (Developmental) relate to enhanced practice that some trusts may already offer and others should be aiming to achieve given sufficient resources and a strong commitment to quality. Over time developmental criteria will become core.
20The Criteria Definition of criteria Type of criteria Designed to be measurable through self-assessment and survey processes.Flexible and adaptable, applicable irrespective of the size and composition of each library/knowledge service.The criteria set out what needs to be achieved, implemented according to local circumstances, with staff teams within the local knowledge services decide and manage how this is to be done.Type of criteriaCorporate criteria reflect the requirements of the parent organisation (this may be a PCT, SHA, Trust or other healthcare provider.)Service criteria reflect the requirement at library/knowledge service level
21Categories of compliance Full Compliance:The criterion is in placeThere is evidence to prove thisThere is written, observable, established practiceAll staff are awarePartial Compliance:The criterion is not fully metIt is being worked on (but not draft documents)There is evidence to show it is being actively addressed – resources identified, plans in place
22Categories of compliance Non Compliance:This has not been consideredNo work towards implementationMay be a willingness to progress but no supporting action or plans to move forwardWhat is observed falls far short of the guidanceDraft documentsUnsafe systems of practiceNot applicable:Individual standards or criteria that do not apply to the knowledge service.These need to be agreed with the lead surveyor and documented as to why they are not applicable.
23Corporate and Service Criteria The ability of library/knowledge service to behigh quality,timely,appropriatesafevalue for money requires commitment from the organisation to ensure policies and processes are in place to enable this to happen.Also the organisation needs to be able to demonstrate the library/knowledge service is part of the corporate body with regards to strategy, policy and legislative requirements.
24Example - 1.5 Corporate Risk Criterion 1.5aThere is a dated, documented risk management strategy for the NHS funded library/knowledge services which is reviewed on an annual basis.GuidanceThe strategy details aims, objectives, committee structures and accountabilities and individual responsibilities, and covers all types of risk including environmental and organisational (finance, human resources, legal compliance, health and safety). It should include the following elements: the process for reviewing the service’s performance with regard to the management of risk, the identification of how risk is measured, key objectives for managing risk, guidance on what constitutes "acceptable" risk, links between the strategy and risk management policies and procedures and how staff are to be trained in risk management.
25Example – Domain 3.2 Staff Structure Criterion 3.2eA named person is responsible for the co-ordination of local quality improvement/management activities.Guidance:The service quality co-ordinator should also link into organisation-wide quality initiatives and structures, both formally and informally. The responsibilities of this person may include leading on the implementation of the quality assurance/accreditation programme for the service.
28Benefits - 1It provides the mechanism for quality assurance, quality management and quality control for all library/knowledge services that support healthcare organisations.The Framework is generic to any type of knowledge service, whether a library, a resource centre, information unit or an individual in a specialised role.Providing a standardised approach to quality improvement and service modernisation for library/knowledge services across the whole local healthcare economy including Acute Trusts, Mental Healthcare Trusts, Primary Care Trusts, Primary Health Care Teams, Voluntary Agencies, Hospices, Independent Providers and virtual library/knowledge services providers.
29Benefits - 2Opportunities to align with organisational core business and to raise profile of the Library/Knowledge ServiceStaffing opportunities to extend competencies in project management, surveying and assessing quality provision in peer review visits.The provision of a clear action plan for service improvement will become evident through self assessment and peer review visits.
30Next steps….A programme of training for Quality Leads, Project Managers, Surveyors, and organisations.Workshops on standards interpretationA range of support tools on NLH ‘For Librarians’, e.g. FAQs, guidance, etc.Preparation of all NHS Library Services in England to undertake a base-line assessment of compliance to the Framework Standards by April 2009Preparation for peer review visits in 2009.Continuous assessment of the Framework through an Expert Reference GroupPlanning for the accreditation of exceptional services
31What does it mean for AWHILES? Features of an excellent library serviceService improvement toolIdentify good practiceIdentify gapsRaise awareness of corporate responsibilitiesCommissioning or being commissionedSurveyors and CPD opportunities
32Features of an excellent library service Commissioned to meet the needs of the business and delivered to the point of need.Precise and measurable contracts and SLA.Skilled and proficient workforceEngagement with customer: understanding relation between expectation and experience.Fitness of purpose and demonstrable value for moneyA safe and accessible learning environment.Underpinning infrastructural governance and strategies.Partnership working with the local, regional and national health information world.
33Measurement of corporate compliance to responsibilities Raise awareness of corporate responsibilitiesDefining of corporate responsibilities, e.g. risk management, health and safety, financial and human resource regulationsMeasurement of corporate compliance to responsibilitiesRobust commissioning of services aligned to business planning.Monitoring and assessment of service provision in line with local education commissioning, Royal Colleges requirements and national directives.Provision of training and development for service team.
34Self assessment service improvement reporting Identify gapsSelf assessment service improvement reportingEnsure robust service deliveryPlanning for future service needsIntegration with the organisation’s business and infrastructureOpportunities for partnership workingRisk assessment and risk managementSkills and competencies to deliver to a high specification.
35There are multiple roles Quality Lead Project Lead Project Manager SurveyorsWithin the NHS there will be self and peer review assessment, beginning with baseline assessment in April 2008.There are multiple rolesQuality LeadProject LeadProject ManagerSurveyorOpportunities to be volunteer surveyors