Experts by Experience Who are they? Where do they come from? What is there role as part of the CQC activities? How do we do it? Kim Arnold National Lead Experts by Experience Choice Support

When Winterbourne View happened Stephen’s reaction was that he wanted to be involved and he wanted to help make things better. He already worked as a Quality Checker for Choice Support and was presenting training workshops on safeguarding and quality to people and their staff. He applied for the role by completing an application form, had an interview and became an Expert by Experience After receiving training Stephen’s first inspections were as part of the national review inspections of services for people who have a learning disability Stephen Merriman route to becoming an expert by experience

What makes Stephen an expert by experience He has a lifetime of experience of being on the receiving end of CQC Regulated Services, these include: Attending a specialist college service when he was younger Has lived in a residential group home Currently lives in supported living Has used a number hospital services as an inpatient and out patient as well as his GP Practice and community health services. Pro-active Passionate Knowledgeable Has a keen eye for detail Wants to use his own experiences to help others to have their voice heard Wants to be part of making things better Good at talking with people Good at listening to people

Since becoming and expert by experience Stephen been part of community health trust inspections, adult social care inspections, CQC consultation events and has taken part in two registration inspections. One involved visiting a service and the other was reviewing some easy to read tenancy agreements for supported living. “My opinion of the new ways of working on inspections is far better than when we used the old outcomes. This is because the 5 key question headings are easier to focus on and make better sense. I have found that I can get more real quotes from people and from my observations and I don’t know why but people seem to be able to tell me more than they did with the questions we used with the old outcomes.” Dept. of Health, 29 January 2015 Winterbourne View: Transforming Care Two Years On Involvement as an expert by experience

CQC works in partnership with ExEs because it increases the scope of evidence gathering ExEs can help CQC to get a clearer picture of living in or using a service ExEs may have a better understanding of how the needs of people using services could be met some people who use services or their families feel able to talk more openly to ExE about what it is like to live in or use their service Why work with experts by experience?

Currently five voluntary sector organisations hold a contract with CQC to act as a support organisation, recruiting, training and supervising ExEs, they work closely with the involvement team. AGE UK Older People/family carers of older people People with Dementia and their family Carers ADS (Alcohol & Drug Service) & OUT (Oxfordshire User Team) People with experience of Substance misuse services Women with experience of Substance misuse services who have used maternity services in the last 5 years CBF (Challenging Behaviour Foundation) Family/ carers of relatives who are 18 and over who have behaviour that may be described as challenging. Family/carers of relatives who are 18 and over who have profound and multiple learning disabilities Experts by experience support organisations

CHOICE SUPPORT People with experience of detention under the Mental Health Act People with learning disabilities/ autism People with physical and sensory impairments People with mental health needs People with experience of CAMH services Women who have used maternity services in the last 5 years Young experts by experience aged 16 to 21 years Family/carers of young children under the age of 5 who use health services for long term conditions Young people who use residential/special schools and colleges People who use health services for long term conditions e.g. cancer care Experts by experience support organisations

Hospitals -Acute Trust -Community Health Trust -Mental Health Trust -Ambulance Services -Independent Hospitals Adult Social Care -Care Homes with and without nursing -Domiciliary Care Agencies -Supported Living and Shared Lives -Hospices Primary Medical Services -GP surgeries -Out of hours services -Dentists Thematic Reviews -Dignity and Nutrition -Dementia -Mental Health Crisis Mental Health Act Inspections Consultations and Events Registration -LD Pilot When, where and how are Experts by Experience involved?

CQC Inspector Expert by Experience Specialist Professional Advisor Part of the inspection team

Chair Chief Executive David Behan Chief Inspector of Adult Social Care Andrea Sutcliffe Chief Inspector of General Practice Prof. Stephen Field Chief Inspector of Hospitals Sir Mike Richards CQC Structure

Chief Inspector Deputy Chief Inspector (Central) Heads of Inspections Inspection Managers CQC Inspectors Deputy Chief Inspector (London) Heads of Inspections Inspection Managers CQC Inspectors Deputy Chief Inspector (North) Heads of Inspections Inspection Managers CQC Inspectors Deputy Chief Inspector (South) Heads of Inspections Inspection Managers CQC Inspectors CQC Structure REQUESTS FOR ExEs MADE TO THE INVOLVEMENT TEAM

A request is made by an inspector by using a web form available on the CQC intranet. The request is received by the Involvement team. They carry out a preliminary allocation of inspections to the Support Organisations based on the service categories that have been requested/ outlined The Support Organisations receive a daily extract outlining ExE requirements, dates, locations and CQC inspectors contact details SOs send out initial to all CQC inspectors confirming that they have been allocated to provide them with an ExE based on their requirements AGREED TARGET: Inspections are allocated an ExE at least 10 working days prior to the inspection date. CQC Inspector s to correct the date or service requirement. SOs notifies the Involvement team and the relevant SO. The SO finds the ExE that best fits the requirements taking into account location, experience and workload. If the inspection is difficult to allocate, confer with other SOs to resolve any issues SO notifies the CQC Inspector CQC inspector contacts ExE to confirm details and any accommodation/ special requirements SO contacts ExE to confirm travel arrangements Notify the CQC Involvement team If any changes occur to the inspection, i.e. cancellation, postponed, change of ExE, deferred to another SO. How do we do it?

QUESTIONS