1. Experience and Engagement Team Quality Governance

2. Experience and Engagement
Structure
Co-production
Experience and Engagement
Involvement

3. Experience and Engagement Team
Engagement and Experience
Experience
Involvement
Surveys
Quality Account
CQUIN
Audit and 15 steps

4. New look!
Let’s do better!

5. Approach to Experience
Dedicated team be a hub of expertise and an agent for cultural change and learning

6. Relationships & engagement Integration and triangulation
The approach
Quality & Experience
Arms-length
KPI
Relationships & engagement
Integration and triangulation
Expertise
Right of challenge

7. Care Opinion and NHS Choices
Experience domain
FFT
Surveys
Board Stories
Compliments
Complaints and SI’s
PALS
Real Time Feedback
Care Opinion and NHS Choices
MP Enquiries

8. Overview of Activity

9. Real Time Feedback Examples Location Category Text Response Date
Answer Text
Comment
Ward 2
Opinion(SU)
10/02/2017
Smoking should be allowed on ward 2 otherwise i would have blown my head off with too much pressure
Many thanks for sharing these comments, they’re very helpful and we’ll discuss this with our Smokefree Project Group. Also, we’ll be running various engagement activities including a survey with service users and carers from March which will hopefully give service users the opportunity to express their feelings and views on the upcoming smoking ban
Aquarius
Concern (Low)
12/02/2017
You can leave, but the doors locked?
We have a mixture of informal patients and sectioned patients on the ward. Informal patients are able to leave but as some patients are sectioned and not able to leave, the ward needs a secure door. It is also to monitor visitors who are coming in to the ward. Staff will clarify with all informal patients their rights and responsibilities to help further explain this matter.

10. PALS Examples Unhappy property went missing
Lack of communication to carer
Process of referral to OCD/BDD service
Environment of the ward
Staff wanting to understand complaints process to explain to client
Concerned friend was stating she was ‘locked up’ in the ward
Would like to see a different consultant
Trying to contact CPN
Concerns of deteriorating mental health of relative
Concerns about prescribed medication and side effects
Lack of contact about referral to Neurodevelopmental Assessment Team
Concerned about relatives discharge from community services

11. External sites Care Opinion (www.careopinion.org.uk) NHS Choices Month
Positive
Negative
Mixed
Total 42 17 3

12. CQC Community Survey Highlights
Joint highest nationally for ‘overall experience’ (75%)
Health and social care workers: Highest score in comparison to other London and neighbouring Trusts.
Organising care: Joint highest score in comparison to other London and neighbouring Trusts.
Reviewing care: Joint highest score with two other London and neighbouring Trusts;
Crisis care: Joint highest score with three other London and neighbouring Trusts;
Support and Wellbeing: Joint highest score with two other London and neighbouring Trusts;
Overall view of care and services: Highest score compared with other London and neighbouring Trusts;

13. CQC Community Survey Areas of development
Planning care: whilst the Trust scored lower than the previous year, the scored was the second highest score in comparison to other London and neighbouring Trusts.
Changes in you see: The Trust was lowest scoring Trust in comparison to the other London or neighbouring Trusts.

14. Inpatient Survey
Mainly rated within the middle 60% of all 19 trusts surveyed in 2016.
The Trust did well in ‘Leaving Hospital’ questions was about discharge arrangements, having the out of hours telephone number and being contacted by services after discharge. The Trust scored in the highest 80% threshold for contacting service users within a week of discharge and all other questions were above the lowest 20% threshold.
The Trust has also improved in:
receiving help from staff with home situations
enough care being given to physical health needs
service users not feeling unfairly treated for reasons of an equalities protected characteristic
However the survey shows that there are areas requiring improvement such as:
being made to feel welcome on the ward
being listened to
informing service users about side effects to medication,
activities
knowing about rights.
Did not score well on overall experience (being rated excellent or very good), but it did score well in ‘good’ scoring 29%, whereas ‘All trusts’ only scored 22%.

15. CQC Community Survey Areas of development
Planning care: whilst the Trust scored lower than the previous year, the scored was the second highest score in comparison to other London and neighbouring Trusts.
Changes in you see: The Trust was lowest scoring Trust in comparison to the other London or neighbouring Trusts.

16. Complaints
455 in 2016/17
On this basis 46% of complaints were considered to be well founded (13% upheld and 33% partially upheld), 43% were not well founded (i.e. not upheld)
The top three categories: Communication at 52% (235 complaints), Clinical Treatment at 11% (51 complaints) and Values and Behaviours at 10% (47 complaints)
PHSO
Not Upheld
Partially Upheld
Upheld
Other
Open
2016/17 complaints 2 1 5
2015/16 PHSO decisions (but relating to complaints of previous years) 6

17. Quality is what the patient says
“She felt listened to and was pleased to meet me and that she knew she had been heard as I looked into her eyes when speaking to her or listening to her”
“The response has answered all my questions; I am very pleased with the response”
“Thank you for the continued communication which has been first rate and let me feel that I was at least not being ignored when going through an initial complaints process”
“Thank you so so so much, you did what you said
you would do. I’m so impressed”

18. Involvement Patient Quality Forum
In January 2017 a co-produced review of the past year, achievements and challenges was carried out. Members noted that they felt their confidence had increased, they were listened to, the PQF had empowered them and they felt more motivated. Challenges were making sure the PQF wasn’t just a ‘tick box’ exercise, some papers were very complex and the agenda was very packed, not giving enough time for discussion. The review produced a number of recommendations which will be implemented in 2017.
Participation in Trust governance activities e.g. committees (QSAC, DTC)
Participation in Trust quality assurance processes – e.g. service reviews, 15 Steps Challenge visits, production of information, recruitment
Participation in Trust service development activities e.g. workshops, stakeholder meetings

19. Involvement Carers Friends and Family Reference Group
Involvement in Trust business and activities (e.g. Committees): Carers sit on the Quality Safety and Assurance Committee and also the Clinical Quality Review Group. Carers’ have also been members of interview panels and taken part in the nursing recruitment days.
Involvement in service development: Involvement in service developments include carer representatives attending workshops for, Service user and carer feedback systems, Smoke free project, Estate modernisation programme, Acute care pathway development, S136 pathways development for Healthy London Partnerships.
Carers Charter: the Trust is developing with the carers a Carers Charter, setting out what carers, friends and families can expect from the organisation.
Triangle of care Accreditation: The Trust is applying for the second stage of accreditation under the triangle of care scheme. In community teams were targeted for self-assessment, 27 of which took part. The process was well supported by the local Carer’s Centres and also carer representatives who met with the teams to help them with completion of the self-assessment.

20. Questions