Committee Meeting Date: 05th March 2014

Agenda Item Number: 10.8

Enclosure: 9

Title Service Experience Report – Q3 2013/14

Accountable Director Marsha Ingram - Director of People and Corporate Development

Author (s) Mary Bytheway – Strategic Planning Manager

Action required from the

Decision / Approval

Gain Assurance

Discussion Information

from the committee:

What other Trust Committee or Group has

Committee: Date Reviewed: Key Points or Recommendations:

G oup asconsidered this Report?

Purpose of the Report

- To present Trust Wide quarterly Service Experience data analysis (Q3 2013/14) as part of the Patient Experience Strategy. T i f th itt f k th d f f db k- To inform the committee of key themes and areas of feedback.

R d ti ( ) T i thi t f i f ti d

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Recommendation(s) to the Committee

To receive this report for information and assurance.

Strategic Objective(s) to which this Paper

High Quality

Services

Inclusive Partnerships

Leadership Culture

Responsible Workforce

Supporting Strategies

Effective & Efficient

Resources

Paper relates:

/

Which key standards or assurances does this report relate to?

State specific standard / outcome or BAF risk

CQC

NHSLA

Board Assurance Framework

IMPACT & IMPLICATIONSPatient safety & experience Yes, a direct indicatorFinancial (revenue & capital) N/AEquality & Diversity Yes, considers all aspects of E&D in patient experienceOD/Workforce N/AOD/Workforce N/AWhat patient & public involvement has there been in this issue?

EBE’s provide reports on ward/team visits

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Service Experience Report  Q3 2013/14

Content Page

Key Messages 4

SED Activity Analysis 5 ‐ 7

Friends and Family Test (Net promoter) 8 ‐ 9

National Inpatient Mental Health Survey 10 ‐ 12

Your Experience Matters 13

Service Line Q3 Summary Reports 14 onwardsService Line Q3 Summary Reports 14 onwards

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Key Messages Q3 2013/14            

SED Activity • In Q3 SED received 159 new cases, and handled over 2300 contacts. 

• 138 cases are attributable to Service lines. The remainder are attributable to corporate functions, trust generic or non‐specific.

• There is a clear trend between SED activity and the size of the service.

• Compliments continue to make up the largest feedback category with 60 received this quarter.

• Complaints continue to show a slight rise, quarter on quarter

• There are currently 14 live complaints and 6 live concerns in the system.

• We have no new cases with the Ombudsman this quarter but 2 cases remain ongoing.

• 15 out of 24 complaint responses sent this quarter were upheld or partially upheld.

Group Feedback

• EBE’s and CDW’s visited teams and wards, in partnership with SAMh and SUE. The majority of their feedback (based on observations and conversations with service users) was positive. The detail is shown in the service line reports. Feedback from these visits is usually communicated to the team manager on duty and a report circulated shortly afterwards.  A summary report is now presented to Governance and Quality Committee every month and an action log is being maintained.

• As part of our Patient Experience Strategy refresh we will be designing a Trust wide SE Survey so that we can internally benchmark and monitor SE performance

National Measures

• The Q3 Net Promoter data has been analysed by service line. The results remain positive with 73% of the 608respondents saying that they would be extremely likely or likely to recommend the Trust.

• The highlights of the National Inpatient Mental Health Survey are presented along with our response to the recommended actions.

Embedding lessons

• We are now collating all actions implemented as a result of service feedback into a database. This will be sorted by source of feedback i.e. complaint/concern, assessment, survey etc.

• Your Experience Matters ‐We have recently produced two large scale posters for Trust sites that demonstrates some of the important changes we have made to services as a result of feedback. These are 

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shown for information. They will be refreshed bi‐annually.

This report contains Service Experience intelligence for Q3 2013/14 for the Trust as a whole and by Service Line. 

Service Experience Dashboard SED Activity – Q3 2013/14

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Service Experience Dashboard SED Activity – Q3 2013/14

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Service Experience Desk – Complaints and Concerns Q3 2013/14

Informal Concerns Formal Complaints PHSO

Oct/Dec Live at 31 Dec Rec Oct/Dec Follow ons rec Oct/Dec Live at 31 Dec Notified

Oct/DecLive at 31

Dec

Acute 16 4 6 1 2 0 0

Community 7 0 1 0 1 0 0

Early Intervention 14 2 2 0 2 0 0

Recovery 6 0 5 0 0 0 0

Older Adults 6 0 2 0 0 0 0

Total 49 6 16 1 5 0 0

Outcome  of Closed Complaints

NumberComplaints

Not upheld 9Upheld 2*Partially Upheld 13Withdrawn 1Withdrawn 1

Closed due to no response 3

Closed 1Total 31

*Partially upheld outcomes are counted as upheld for KO41 reporting purposes

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Friends and Family Test (Net Promoter)

Friends and Family Test – Net Promoter

The Trust implemented this test in 2012 as part of its CQUIN schemes. People being discharged from community services were asked “How likely is it that you would recommend this service to friends and family?”

We are pleased to report that 72% of the 608 people asked in Q3, responded with “likely” or “extremely likely”. This compares to 78% in Q2 2013/14. There are relatively high proportion (20%) of ”don’t knows”.

NOTE: sample size in Q3 is almost double that of Q2 (608 cf 312)

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NOTE: sample size in Q3 is almost double that of Q2 (608 cf 312).

Friends and Family Test (Net Promoter)

Friends and Family Test – Net Promoter

This chart shows trends in the Trust’s Friends and Family Test.

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National Inpatient Survey

The National Inpatient Mental Health Survey was conducted between February and June 2013. The information below is a summary and shows Trust scores for 2009 and 2012.

Results are overwhelmingly positive with our Trust scoring significantly higher than the national average inResults are overwhelmingly positive, with our Trust scoring significantly higher than the national average in many areas and in particular around involvement in care and feedback about staff.

10101010

National Inpatient Survey

Areas for action focus mainly on maintaining the positive feedback we received, as some areas have reduced since the 2009 survey - although many are still higher than the national average:

2009 2012

84% 77%57% 43%Al f l f d i

Made to feel welcome on arrival by staff57% 43%53% 63%64% 65%55% 58%

Always felt safe during recent stayHospital food good / very goodHospital room / ward very cleanAlways had confidence / trust in Psychiatrist 55% 58%

85% 76%49% 55%64% 65%

Always had confidence / trust in PsychiatristPsychiatrist always treated with respect / dignity Always had confidence / trust in NursesNurse always treated with respect / dignity 64% 65%

52% 47%35% 27%30% 17%

Nurse always treated with respect / dignityPurpose of medication explained completelyMedication side effects explained completelyNot enough activities on weekdays 30% 17%

72% 78%78% 82%88% 83%

Not enough activities on weekdaysGiven enough notice of dischargeHave out of hours phone numberBeen contacted by MH team

11111111

88% 83%61% 69%

Been contacted by MH teamOverall rating of care excellent / very good

National Inpatient Mental Health Survey – Outline Action Plan

Actions  Trust Response

Ensure patients are made to feel welcome on arrival by staff

• Customer Care training  ‐ series of staff training sessions focusing on customer care took place in September and November across Dudley and Walsall, based on real complaints which have been raised within the Trust. 

• Hospital Welcome packs have been updated and operational policy agreed  for reception wards /admission – ‘meet & t”greet”.

Review arrangements for safety and security on the wards

• Agree actions at Service Standards Meeting.• Patient safety  questionnaire led to changes on wards, such as  environmental changes on Wrekin. • To improve security, additional lighting has been fitted at BFH, anti‐baffle air locks on doors to prevent people 

absconding and anti‐ligature hardware on wards. Wrekin and Clent have new windows on outside facing rooms, all wards have anti climb boom and fences to patio.

Psychiatrist treating people with dignity and respect

• Customer Care training  ‐ series of staff training sessions focusing on customer care took place in September and November across Dudley and Walsall, based on real complaints which have been raised within the Trust. 

Ensure that all service users i i f i h

• The Trust has signed up to the Choice and Medication service – information about common conditions and how to treat h d d l d bl l fl d di i il bl h i f ff/ bli P i iare given information on the 

purposes of medication and the side effects.

them and downloadable leaflets and directories are available on the internet for staff/public. Presentation was given to previous service user and carer meeting and feature in One‐in‐4 newsletter (staff/public members).  

• Pharmacy staff  talk to patients on all wards on a daily basis. Pharmacy technicians meet with patients upon discharge to discuss medications. Patient Focus Forum meet to discuss medications. 

Ensure all service users who  • Advocacy matrix available for staff/patients which is accessible via the internet. TV screens in inpatient areas to are detained under the MHA are given information about their rights

promote rights. Hospital packs/ My Care Pack to include information on SED and patient rights. • Trust provide Mental Health Act training to all staff. An advocacy flowchart is available on all wards to encourage staff 

to refer patients to advocacy. • The ‘Know Your Rights’ leaflet has been updated and translated , this provides information to informal patients about 

their rights.  • The S 132 form is in the process of being updated (which staff use to record when going through rights with detained• The S.132 form is in the process of being updated (which staff use to record, when going through rights with detained 

patients and a section will be added for patients to sign to evidence that they have had their rights read).  

Ensure that all service users are given information about how to get help in a crisis

• Crisis cards have been produced – providing useful information to help the patient and others when experiencing a mental health crisis.

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Being contacted by MH team ‐Ensuring effective communication following discharge from services

• Agree further actions at Service Standards Meeting • The escalation list was last updated on 5/9/13 and admin teams are now copied into daily alerts. A countdown of days 

follow up is due is now included in 7 day follow up alerts. 

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Service Experience Service Line Q3 p QDashboards

December 2013

141414

Acute Services Service Experience – Q3 SED ActivityLive Complaints 2            PHSO               0        

15151515

Community Services Service Experience – Q3 SED ActivityComplaints   1PHSO               0 

16161616

Early Intervention Service Experience – Q3 SED ActivityLive Complaints   2             PHSO 0

17171717

Older Adults Service Experience – Q3  SED Activity Live Complaints 0       PHSO 0

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Recovery Service Experience – Q3 ActivityLive Complaints 0        PHSO 0

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