Women and Children’s drive to improve Patient Experience, Quality and Safety for 16-17 Julie Richards, Women and Children’s Service Manager Dr Rachel Lindoewood, Clinical Director

16-17 Vision Women and Children’s services updated their vision in January 2016 to reaffirm that they: “will strive to work collectively to support and empower children, young people and their families to achieve their full potential by assuring the delivery of accessible, safe, effective, bespoke and sustainable health care”

W&C priorities for Patient Experience, Quality and Safety Focus on patient (& other) experiences to identify where improvements need to be made and act; Demonstrate a shift in focus to patient outcomes; Agree and implement the W&C Action Plan for Patient Experience; Embed Heath and Care standards – robust review of plans and evidence; Quarterly review of progress against IMTP priorities; Quarterly review of the Risk Register and focus on top three risks for each service; W&C Children’s Service Audit day – 29th Sept ’16; Effective partnership working with PCC (CYPP agenda & RPB to secure positive service user experiences)

W&C Audit Day (September) Paediatric Physio review of serial casting Continuing Care- baseline audit and pre project satisfaction SaLT – IQT audit for Flying Start Utilisation of OT referral form Midwifery staff satisfaction Childhood Health Immunisation Programme audit (CHIPs) CAMHs - Caremore audit & National Benchmarking- progress with action plan CAMHs evaluation of CiT team

Patient Experience – four quadrant framework Real Time Young person’s panel for interviews for W&C posts Feedback from children’s phlebotomy service Face to face with HV and MWs at BiBs groups Face to face during fortnightly walking groups Executive team and Senior leads for staff engagement visits with formal feedback Retrospective SaLT questionnaire to discharged families OT and Physio feedback questionnaire Maternity COOS Cards CAMHS feedback for external annual quality review Audiology questionnaire Brecon Children’s Centre IQT questionnaire

Patient Experience – four quadrant framework Proactive / Reactive SaLT evaluation of training package CAMHS evaluation of CiT team CAMHS evaluations of specialist services such as eating disorders Midwifery survey monkey for development of DAU Balancing Midwifery Birth Stories Engagement with Community Health Council – W&C service area visits CAMHs PSoW review Paediatric Physio complaint Staff health and wellbeing at work

Learning the Lessons CAMHS- closing the loop with PSoW action plan Complete audit plan to ensure WARRN completion standards are maintained. Review of operational policy to clarify guidance to staff on timescales and content of communication to GP, family, and Social Services following an assessment and throughout CAMHS intervention Safeguarding supervision Governance meetings CAMHS to clarify with Social Services what actions will be taken following receipt of a MARF Paediatric Physiotherapy- review of informal concern Father’s perception that the service was denying his son access to physiotherapy. Open dialogue by email and telephone to reassure on the services on offer Oxford assessments completed in line with 24 hour postural management. Promoting self management and format of universal services To reduce the cycle of moving onto another physiotherapist when the relationship breaks down

Service Improvement Recent Awards ++ (RCN Nurse of Year, CNO Betsi Cadwalladr, Health Board Excellence awards ) Multiple professional journal publications 3 staff completed Silver IQT projects 15-16 12 staff have commenced Silver IQT 16-17 Projects / planned improvements include: Formation of school nurse immunisation team, Forward planning community paediatric appointments, Improve internal referrals to family therapy, Health board procedure cleaning and checking children’s toys

Milestones for Assurance framework for 2016-’17 Board Paper for Lead Director for Children’s Services (May 2016) Annual Report Desk top review of Business Continuity plans (May 2016) W&C service review of governance and assurance framework with Board Secretary (May 2016) External audit for Paediatric Audiology Standards (June 2016) W&C Patient Experience Action Plan (June 16) CAMHS Mental Health assurance paper – Oct 16 WAG Maternity Performance Board - Oct 16 W&C Annual Quality and Safety report for 16-17 Health and Care Standards embedding plans CYPP priorities – agreed plan.