Mental Health Directorate. CRHT Carer Satisfaction Survey MH July 2012

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1 Mental Health Directorate CRHT Carer Satisfaction Survey MH July 2012 Project Lead Steve Gardner/Paul Bowers Report compiled by: Clinical Audit Team Date: 30 July 2012 Trust Headquarters, Corporation Street, Stafford, ST16 3SR Tel: (01785) Page 1 of 8

2 Contents Page Number Background 3 Aim and Objectives 3 Methodology 3 Results 4 Conclusion / Summary 8 Recommendations 9 Action Plan 9 Appendix 10

3 Background Work initially undertaken during 2010 as part of the monitoring of the impact of the increased acute community based provision and related bed reduction. The 2012 audit is being undertaken to ensure that the feedback received continues to be positive 6 months after completion of the original project. Aim and Objectives Monitor the quality impact of increased acute community based provision and reduced bed reduction. Methodology Questionnaires were given to carers by members of the CRH Teams in Stafford and Burton Freepost envelopes available to return Analysed by Clinical Audit Team Feedback to Clinical Director The data detailed within this report has been validated in line with the Clinical Audit Team s operating procedure Page 3 of 8

4 Results May/June/July combined 1. Which Home Treatment Team is this questionnaire regarding? (East - n=) (10) (West - n=) (3) Combined - n= I felt that the staff were approachable and supportive 100% 3. When your relative/partner/friend was receiving care from the Home Treatment Team, were you given information on how to contact/access the service out of hours? 4. I felt as though I was involved in decisions about their care and treatment, their treatment was discussed with me and I could say what was helpful for them. 5. Is there anything about the service that particularly pleased you? 100% 6. Is there anything about the service that you feel needs to change? [N.B. In this question 0% is the desired score but in the Overall Score 0% is classed as 100%] 7. Were you given enough time to discuss your relative's/partner's/friend's treatment and condition? 8. I was able to talk to someone when needed regarding my relative's/partner's/friend's treatment and condition and my questions were answered. 9. I was given enough information about my relative's/partner's/friend's treatment and condition, knew why they were receiving care from Home Treatment and their treatment plan. 10. Do you know what to do if you were not pleased with the service you received? 0% Overall Score 94%

5 Q2 I felt that the staff were approachable and supportive. Comments Very impressed with all staff from the team (East) 3. When your relative/partner/friend was receiving care from the Home Treatment Team, were you given information on how to contact/access the service out of hours? (July 2012) Clear information on how to get help (East) 4. I felt as though I was involved in decisions about their care and treatment, their treatment was discussed with me and I could say what was helpful for them. Advice given Able to voice an opinion about keeping relative at home if possible (East) 5. Is there anything about the service that particularly pleased you? Amount of visit my son received All staff friendly, professional and kind (East) Very helpful and understanding (East) Had a lot of help and support from the team (East) I was pleased that the team was happy to visit and help anytime (East) Advice given (East) Everyone was extremely supportive, attentive and all had a caring approach (East) Prompt responses each time either on the phone or in person. All staff very positive and professional in their approach (East) Professional in their approach I knew that my relative was safe (East) 6. Is there anything about the service that you feel needs to change? No comments 7. Were you given enough time to discuss your relative's/partner's/friend's treatment and condition? Always Not rushed at all Excellent (East) Wasn t discussed with me at all (East) 8. I was able to talk to someone when needed regarding my relative's/partner's/friend's treatment and condition and my questions were answered. And on phone calls (East) 24 hr telephone no. is brilliant idea (East) Wasn t discussed with me at all (East) 9. I was given enough information about my relative's/partner's/friend's treatment and condition, knew why they were receiving care from Home Treatment and their treatment plan. All made clear (East) The team are excellent and have helped me a lot (East) Wasn t discussed with me at all (East)

6 10. Do you know what to do if you were not pleased with the service you received? No comments Is there anything else you would like to add about the Home Treatment Teams? Thank you for you help, support and understanding A truly fantastic service. We would have been so sad if it had come to our relative having to go into hospital. We are grateful for the care received at home (East) Thank you all for all your help and support (East) Would like to thank all the team for their help and support during a very tough time for me and my partner (East) This form needs formatting to ask questions to either patient or carer, at the moment it seems the questions are aimed at carer. Thanks. (East) It has been so reassuring to know that there is a 24 hour helpline. The regular visits have been a big help, in these first few days. Thank you to everyone who has called and helped us both (East) As the wife of your patient I really valued the support I received. There were times when I found it difficult to cope but your staff always made time to support me. This was important since, in the end, it was me supporting and caring for my husband on a daily basis. Thank you to all in the Team (East) Conclusion / Summary The results of the carer satisfaction survey were consistently high with all questions scoring above 90% and included extremely positive comments from carers. Recommendations Page 6 of 8

7 Action Plan This improvement plan should be drawn up when all the recommendations have been agreed. It is intended to show what will be done and when, and who will be responsible for ensuring that the actions are carried out. It should also include a review date by which time all actions should have been completed and a re-audit date agreed. Area Requiring Improvement Actions Required By Whom By When Page 7 of 8

8 Appendix Page 8 of 8

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