1. Della Lewis Head of Quality Governance Quality Account

2. What is a Quality Account? It is a yearly report about the quality of services provided by us – What we are doing well Where improvement is needed Sets priorities Quality reporting is on an equal footing with financial reporting

3. How is quality defined? patient safety the effectiveness of treatments that patients receive patient feedback about the care provided CQC ‘5 key questions’ Safe Effective Caring Responsive Well-led “We can only be sure to improve what we can actually measure” (Lord Darzi, High Quality Care for All, June 2008)

4. Our 5 Quality Account Priorities From Last Year 1.We will improve our response times and learning from complaints 2.Improved use of patient, carer and family feedback 3.Improvement in capture of real time feedback from patients 4.We will have no incidents of avoidable pressure ulcers 5.Improve evidence that we learn from patient safety incidents and near misses

5. So how did we do? ObjectiveAchievedAlmost AchievedBehind Schedule Continue to improve our response times and learning from complaints Improved Use of Patient, Carer and Staff Feedback, including the ‘Friends and Family’ Test Improvement in the Capture of Real time feedback from Patients We will have no incidents of avoidable pressure ulcers. Improve Evidence that We Learn from Patient Safety Incidents and Near Misses

6. We will improve our response times and learning from complaints 100% complaints responded to within timescale Increase in contacts to the Patient Relations Team Complaints on Trust website and reported to every Board meeting Learning shared Improved use of patient, carer and family feedback Increase in number of people surveyed More focussed surveys e.g. offender health, learning disability services Posters on wards setting out results Improvement in capture of real time feedback from patients Patient experience website launched Volunteers helping us more Looking at introducing apps

7. We will have no incidents of avoidable pressure ulcers Actively encourage open reporting culture Triangulation of information Strategic plan Staff events and training 7 day Root Cause Analysis Taking forward to next year Improve evidence that we learn from patient safety incidents and near misses. New incident reporting system in August 2013 Number of incidents reported has increased significantly All reports require feedback from manager Able to identify trends Share learning through established governance and trust-wide communications Implemented learning e.g. improved care plans and record keeping

8. Continued Focus on Quality – central to the Trust’s visions and values We have learned a lot over the last year – Francis Action Plan – Staffing Levels and staff engagement – Nursing Metrics/ quality measures to team level – Values based recruitment – Patient Safety Walkabouts – Patient story at every Trust board – ‘Pause for Thought’ campaign

9. Going Forward - 3 Quality Account Priorities for 2014/15 Consulted with staff, commissioners, patient groups and public Carried forward one priority from last year Progress is regularly reported to Quality and Safety Committee and Trust Board throughout year Patient Group will help us review progress with the priorities

10. 1.Preventing Avoidable Pressure Ulcers Implement strategic plan Peer review with Birmingham Trust Nursing metrics into community teams 2.Improving the care for people with Dementia and their carers Dementia Care Mapping in community hospitals Ask carers for their feedback Compare results Priorities for 2014/15

11. 3. Understanding and Improving Young People’s Experience of Sexual Health Services Ask young people for their views Ask staff how they think the service could be improved Implement changes and re-survey later in the year to see if changes have led to improved experience

12. Thank you