Listening, Involving, Acting

Transcription

1 Listening, Involving, Acting Policy for Patient, Service User and Carer Involvement in the Design, Delivery and Improvement of Services Policy Details NHFT document reference CLP040 Version Version September 2014 Date Ratified Ratified by Trust Policy Board Implementation Date Responsible Director Director of Nursing and Quality Review Date Related Policies & other documents Service User and Carer Involvement Strategy Recruitment of Staff Policy, Research Strategy Freedom of Information category Policy CLP040 1 of 27 Implementation Date:

2 TABLE OF CONTENTS 1. DOCUMENT CONTROL SUMMARY INTRODUCTION PURPOSE DEFINITIONS DUTIES PROCESS TRAINING MANDATORY TRAINING SPECIFIC TRAINING NOT COVERED BY MANDATORY TRAINING MONITORING COMPLIANCE WITH THIS DOCUMENT REFERENCES AND BIBLIOGRAPHY RELATED TRUST POLICY APPENDIX 1 - EQUALITY ANALYSIS REPORT 15 APPENDIX 2 - GUIDANCE FOR PAYMENT..19 APPENDIX 3 - CLAIM FOR PATIENT AND CARER INVOLVEMENT EXPENSES AND FEES...22 APPENDIX 4 - LETTER CONCERNING INVOLVEMENT...23 APPENDIX 5 FEEDBACK FORM..24

3 1. DOCUMENT CONTROL SUMMARY Document Title Document Purpose (executive brief) Policy for Patient, Service User and Carer involvement in the design, delivery and improvement of services To provide the framework and infrastructure to support patient, service user and carer involvement Status: - New / Update/ Review Areas affected by the policy Policy originators/authors Consultation and Communication with Stakeholders including public and patient group involvement Archiving Arrangements and register of documents Equality Analysis (including Mental Capacity Act 2007) Training Needs Analysis Review All Service users and Carers in contact with the Trust All service areas in the Trust Patient Experience Group/ Service User and Carer Involvement Lead Patient Experience Group Service Users Reference Group Carers Voice HealthWatch Patients, service users and carers Governors, Directors, Managers and staff of the Trust The Quality Support and Assurance Team is responsible for the archiving of this policy and will hold archived copies on a central register See Appendix 1 Awareness raising with staff, patients, service users and carers in service areas Monitoring Compliance and See section 8 Effectiveness Meets national criteria with regard to NHSLA t applicable NICE t applicable NSF t applicable Mental Health Act t applicable CQC Outcome one Other t applicable Further comments to be Policy updated in terms of recognition and considered at the time of payment arrangements. ratification for this policy If this policy requires Trust Board ratification please provide specific details of requirements t required CLP040 3 of 27 Implementation Date:

4 2. INTRODUCTION This policy provides the framework, infrastructure and guidelines to support patient, service user and carer involvement in the design, delivery and improvement of NHFT services. It must be read in conjunction with the Patient, Service User and Carer Involvement Strategy This policy refers to participation of patients, service users and carers as experts by experience in developing services. It should not be confused with volunteering. 3. PURPOSE To facilitate the implementation of the Patient, Service User and Carer Involvement Strategy To embed the understanding that involvement is integral to service improvement and improving the patient and carer experience. To enable the development of involvement in all services and all levels of the Trust. To enable people who access our services to feel engaged and empowered to influence change as equal partners. This includes people from all protected groups. To provide guidance for staff and people who get involved. This policy is not intended to cover formal consultation and engagement with key stakeholders relating to major changes or the provision of new services as required by the Health and Social Care Act However it is assumed that patients and carers are involved in the planning and design of those changes. This policy should be read in conjunction with the following: Patient, Service User and Carer Involvement Strategy Research Strategy Policy for Recruitment and Selection of Staff. 4. DEFINITIONS Involvement: Involvement is about bringing people in to be part of how we deliver services. It is about giving people the opportunity to participate in improving their local health services by offering their views about these services and using their expertise to help us make changes for the future. This will be best achieved by working in partnership with patients, service users and their carers. Patient and Service User - People who access, or have accessed any of NHFT services within the past 10 years. CLP040 4 of 27 Implementation Date:

5 Carer A carer is someone of any age who provides unpaid support to family or friends who could not manage without this help. This could be caring for a relative, partner or friend who is ill, frail, disabled or has mental health or substance misuse problems (Definition taken from Carers Trust 2013). For NHFT purposes it includes people who have provided that care within the past 10 years to a patient or service user of the Trust. NHFT - rthamptonshire Healthcare NHS Foundation Trust. 5. DUTIES The Chief Executive and Directors have responsibility for creating the culture and environment where involvement is integral to Trust business. Directors and managers are responsible for delivery of this policy. All staff are responsible for adhering to the key principles for involvement. The Patient Experience Group will monitor implementation of this policy. The Service User and Carer Involvement Lead is responsible for reviewing this policy and facilitating its implementation and monitoring. 6. PROCESS 6.1 Key Principles of involvement These key principles have been developed in conjunction with staff, service users and carers and will ensure that involvement is a beneficial and enjoyable experience for all involved. Principles relating to the involvement process Involvement must be meaningful and from the start of any process. Involvement will be driven by service managers, using local patients, service users and carers where possible. Guidance can be requested from the Service User and Carer Involvement Lead. Involvement should be embedded in everyday work practice. CLP040 5 of 27 Implementation Date:

6 Patients, service users and carers should be given the opportunity to be involved in all aspects of Trust business. Involvement needs to concentrate on improving services for all and not to meet personal agendas. The Equality and Inclusion Team should be consulted at the outset of any involvement. Involvement will apply to and take into account of the needs of all communities and groups who may be affected. Best use should be made of existing engagement structures and community resources. People who are involved will receive appropriate training, guidance and support from the Trust. Patients, service users and carers who get involved will be recognised for their contribution. In addition to the reimbursement of travel and out of pocket expenses, a participation fee will be offered in accordance with appendix 2. In no way is this to be considered as payment for work. Other forms of recognition such as access to training and the development of skills will be agreed at the outset on an individual basis. Principles relating to the involvement experience Involvement may contribute to, but should never be detrimental to, a person s wellbeing. Involvement should be a rewarding experience for all concerned and enhance the relationship between staff and people who access our services. Staff have a duty of care to people who are involved. Involvement of patients, service users and carers in is voluntary and the level of involvement will depend on things such as their state of health and time available. Involvement should be based on mutual trust, honesty and effective communication. All involvement must be based on a clear understanding of its purpose and what is required. Everyone involved will be given the opportunity to provide feedback on their experience. CLP040 6 of 27 Implementation Date:

7 6.2 Suggested Areas for Involvement These are some suggestions where involvement is appropriate. Trust level Representation on groups and committees. Development of tenders for new business. Inspections of the patient environment. Inspections of service standards and audits. Reviewing and approving patient information. Service Level Developing and improving services. Monitoring the quality of services. Staff recruitment. Training of staff and possibly other patients, service users and carers. Research, for example new treatments and their effectiveness (refer to Research Strategy ). Reviewing policies, procedures and care pathways. 6.3 Recruitment of Patients, Service Users and Carers for Involvement Recruitment of patients, service users and carers is the responsibility of the person or service requiring involvement. Local recruitment should ensure those involved have the relevant experience to be able to effectively contribute and local managers and staff should be best placed to provide training and support. It is the responsibility of the staff member leading the involvement activity to ensure they consider people from all groups and communities. Seek advice from the Equality and Inclusion Team. 6.4 Rights and Responsibilities If the involvement experience is to benefit all parties, they must understand they have certain expectations (rights) but also certain responsibilities. Contributions will be valued and individual voices and views allowed to be heard and respected and acted upon where practicable. If views are not accepted reasons for such decisions must be provided. Constructive feedback and evaluation on contributions, either on completion of the task or periodically in the case of long term involvement will be provided. An initial meeting will take place to establish the capacity and skills required for the task and to agree recognition. CLP040 7 of 27 Implementation Date:

8 All communication will be in plain language and made available in an appropriate format for individuals. This will include easy read formats and other practical or technological arrangements in order to avoid any individual being discriminated against and thus excluded from involvement. A clear explanation of what is required will be provided prior to any involvement. Training will be provided by the Trust where required prior to involvement in order to enable and facilitate effective participation. This will include bringing to attention of any relevant Trust policies e.g. Health and Safety and any appropriate service/departmental procedure or rules. If patients, service users or carers have identified that they are representing a formal group with the views of that group being brought to the Trust then feedback the individual is responsible for keeping that group updated. Reasonable advance notice will be given with regard to meeting dates, interviews and any other activity, taking into account suitable dates, times and venues. Where a meeting or event is cancelled at short notice, expenses and a participation fee may be payable (see appendix 2) Rights and responsibilities specific to patients, service users and carers There will be the expectation that individual needs will be taken into account. This could include needs relating such things as language, disability religious and cultural diversity. Individuals will abide by any requirements in relation to state benefits and income tax. Individuals will carry out any tasks or duties to the best of their ability, in accordance with prior arrangements and agreements. Individuals will maintain strict confidentiality where they may be in receipt of patient identifiable information and information about the Trust and/or its staff. Rights and responsibilities specific to staff Staff must ensure that they have the funds available before inviting patients and carers to participate. Save in exceptional circumstances expenses must be paid on the day. Staff will use their best endeavours to ensure that less often engaged and vulnerable groups are represented. CLP040 8 of 27 Implementation Date:

9 Staff will consider other means of user involvement, particularly where it may be difficult for people to attend meetings/events. For example, where technology is available, virtual groups may be set up to allow people to contribute by . Some people may wish to contribute by reviewing documents and policies from home Recognition There are a number of ways in which involvement can be recognised and the form of recognition will be agreed at the initial meeting Financial Travel expenses and out of pocket costs The basic principle is that involvement is voluntary but all those involved must not be out of pocket as a result of their participation. These will be reimbursed on the day they are incurred. Participation Allowance or equivalent In addition a fee will be offered but it is up to the individual whether they wish to accept the fee (see appendix 2 for schedule of fees). Patients, service users and carers in receipt of payments are responsible for ensuring they comply with rules regarding state benefits and income tax. The Trust will provide information to the relevant statutory authority if asked to do so without reference to the participant using the letter at Appendix Letter of thanks Single involvement episodes will be acknowledged with a personalised letter of thanks Skill development and training opportunities Certificates of attendance/completion can be offered where there is on-going involvement and used to enhance involvement activities and/or preparation for employment should this be deemed to be appropriate Award schemes Innovation in involvement is recognised by The Anne McWatt Award Budget There is no central budget for involvement and there is an expectation that costs will be met from non-recurrent, non-pay budgets. Detailed guidance, including the schedule of payments and budget codes, is set out in Appendix 2 and the claim form at Appendix 3. CLP040 9 of 27 Implementation Date:

10 6.6. Feedback From staff to patients, service users and carers Feedback is also an important form of recognition. It essential that each individual receives constructive feedback on their involvement at the end of each involvement activity. For long term involvement, for example as a member of a trust committee, this should be given at regular intervals dependent on the frequency of the meetings (and be no less than after alternate meetings). tification of any outcomes that have occurred as a direct result of involvement must be included From patients, service users and carers to staff It is also essential that patients, service users, carers are able to give regular feedback about their experience of involvement. As a minimum, all participants will be offered the opportunity to complete a feedback form (Appendix 5) at the conclusion of any involvement activity. These will be retained by local managers. An annual involvement experience audit will be carried out and the results reported to the Governance Committee through the Patient Experience Group Annual Report Significant contributions to involvement will feature in the Trust s Annual Report. 6.7 Data Collection Data will be collected quarterly from service managers through the Quality Assurance Self Assessment process. 7. TRAINING 7.1 MANDATORY TRAINING There is no mandatory training associated with this policy. CLP of 27 Implementation Date:

11 7.2 SPECIFIC TRAINING NOT COVERED BY MANDATORY TRAINING A training session will be developed for patients, service users, carers and staff to include patient experience and involvement. Ad hoc training sessions for all participants (staff, patients, service users and carers) based on an individual need. 8. MONITORING COMPLIANCE WITH THIS DOCUMENT Compliance with this policy will be monitored by the Patient Experience Group in conjunction with the Patient, Service User and Carer Involvement Strategy and the Patient Experience Workplan. The table below outlines the Trusts monitoring arrangements for this policy. The Trust reserves the right to commission additional work or change the monitoring arrangements to meet organisational needs. INTENTIONALLY BLANK CLP of 27 Implementation Date:

12 Aspect of compliance or effectiveness being monitored Duties The Chief Executive and Directors have responsibility for creating the culture and environment where involvement is integral to Trust business Method of monitoring Individual responsible for the monitoring Monitoring frequency To be addressed by the monitoring activities below. Quarterly monitoring of involvement Service and Carer Involvement Lead Quarterly Group or committee who receive the findings or report Patient Experience Group (PEG) Group or committee or individual responsible for completing any actions Head of Quality Support and Assurance Directors and managers are responsible for delivery of this policy All staff are responsible for adhering to the key principles of involvement Quarterly monitoring of involvement Feedback from those involved Service and Carer Involvement Lead Service and Carer Involvement Lead Quarterly PEG Head of Quality Support and Assurance Bi-monthly PEG Head of Quality Support and Assurance

13 The Patient Experience Group will monitor implementation of this policy Six monthly report to PEG Service and Carer Involvement Lead Bi-monthly PEG Head of Quality Support and Assurance The Service User and Carer Involvement Lead is responsible for reviewing and facilitating monitoring of this policy Produce six monthly report to PEG Service and Carer Involvement Lead Bi-monthly PEG Head of Quality Support and Assurance Where a lack of compliance is found, the identified group, committee or individual will identify required actions, allocate responsible leads, target completion dates and ensure an assurance report is represented showing how any gaps have been addressed. INTENTIONALLY BLANK CLP of 27 Implementation Date:

14 9. REFERENCES AND BIBLIOGRAPHY There are no references or bibliography associated with this document. 10. RELATED TRUST POLICY Service User and Carer Involvement Strategy Recruitment and Selection Policy (HR038) Research Strategy CLP40 14 of 27 Implementation Date:

15 APPENDIX 1 Equality Analysis Report Equality Analysis Report Name of function: Patient, Service User and Carer Strategy and Policy Date: 2 May 2013 Assessing officers: Hugh Jones, Service User Involvement and Carer Lead Tendai Ndongwe, Equality and Diversity Officer Description of policy including the aims and objectives of proposed: (service review/resign, strategy, procedure, project, programme, budget, or work being undertaken): The aim of both Policy and Strategy is to improve the experience of people who use and come into with our services and through involvement ensure that services are integrated and meet the needs of our diverse communities. This policy and strategy make it a duty for all staff and all services at all levels to ensure effective involvement across all the protected characteristics. The relevance is that it provides a framework that feedback is obtained from all communities and all communities are involved in service improvement and development. This involves understanding the population serviced and barriers to their involvement. Evidence and Impact provide details data community, service data, workforce information and data relating specific protected groups. Include details consultation and engagement with protected groups. Evidence base: NHFT Equality Information Report August 2012 rthampton County Council :rthamptonshire Results: 2011 Census Data Summary Corby Daventry East Kettering rthampton South Wellingborough rthants England rthants rthants 53,400 72,100 76,600 82, ,200 79,400 72, ,400 49,449, ,100 77,700 86,800 93, ,100 85,200 75, ,900 53,012,5 % rise 14.4% 7.8% 13.3% 13.7% 9.2% 7.3% 4.0% 9.8% 7.2% Ethnicity: 85.7% (White) and 14.3% (BME )- 1.75% (dual heritage); 4.01% (Asian); 2.5%(Black including British, African and Caribbean) ; 0.85 % (Chinese) ; 6.05 % (white other EEA, polish, Gypsy & Traveller) Gender: 49.6% males; 50.4% females (including 1% transgender) Disabled people: 19% (including 3.5 % < aged under 18) Faith communities: 71% Christian; 29% minority faith: (includes Hindu, Muslim, Sikh, atheists, non-belief) Sexual orientation (gay, lesbian or bisexual): 5-7% (Stonewall estimate) 15 CLP40 15 of 27 Implementation Date:

16 Equality Analysis Report Name of function: Patient, Service User and Carer Strategy and Policy Date: 2 May 2013 Service Information: provide any relevant service data or information to inform the Equality Analysis including service user feedback, external consultation and engagements or research. Protected Groups (Equality Act 2010) STAGE 3: Consider the effect of our actions on people in terms of their protected status? The law requires us to take active steps to consider the need to: Eliminate unlawful discrimination, harassment and victimisation. Advance equality of opportunity Foster good relations with people with and with protected characteristic Age Identify the specific adverse impacts that may occur due to this policy, project or strategy on different groups of people. Provide an explanation for your given response. Younger people: Hearing the voice of younger people. Ensure children and young people are involved throughout the entire process of designing, creating and planning events and projects by ensuring information is clear and in their language. The Trust will look to make involvement acting interesting and age appropriate. Disability Working Adults (+18): Convenient time The Trust will adopt a flexible approach to ensuring working adults are not excluded from involvement ensuring that ways meet the convenience of the individual that may be using web based feedback and communications. Older People: Stereotypes and negative attitudes, isolation We recognise that the voice of older people is of equal importance. Traditional methods of involvement such as meetings are not always appropriate and a flexible approach must be undertaken. Information produced should be appropriate and free from jargon. Fear of victimisation and harassment: We will ensure that disabled people are not victimised or harassed for negative feedback and that all feedback will be valued. Physical Disabilities: Access CLP40 16 of 27 Implementation Date:

17 Equality Analysis Report Name of function: Patient, Service User and Carer Strategy and Policy Date: 2 May 2013 We recognise there are many barriers faced by individuals with disabilities such as inaccessible information and buildings. The transportation across the county is difficult. Therefore we would support disable people by ensuring all venues used for involvement are accessible. Gender (male, female and transsexual, inclu. Pregnancy and maternity) Gender reassignment Sexual Orientation (incl. Marriage & civil partnerships Race n-physical disabilities: Individual needs The Policy and Strategy have been developed to ensure that a person s capacity to be involved is understood in the outset and regularly reassessed. Men and Women: We will consider to the need to be flexible childcare, timings school day to improve involvement of working parents. We look to ensure we have a proportionate mix of all genders. Where appropriate we will consider same sex events for example planning involvement improvements for Breast Feeding Service and Male Prisons. Transgender : Data protection and safety The Trust will actively ensure that any monitoring information is kept confidential and anonymous. We will value the experience of people as individuals and having an honest discussion how make services comfortable and beneficial for them. We will not tolerate discriminatory based on a person s protected characteristics and we will ensure that we do not inadvertently disclose sensitive information about a person. LGBT communities: victims of harassment, assault and discrimination We will support services to be aware of acceptable terminology used within this targeted group, and consider that not everyone is heterosexual and those taking part in the activity are. We will ensure: Confidentiality and ground rules from the beginning, including acceptable and unacceptable behaviours. Ensure safe venues and that we facilitate an open and LGBT friendly environment. We will not tolerate or bigoted and entrenched views from any individual (including staff). BME Communities: Negative experiences We have 14.5% BME communities in rthamptonshire so the Trust 17 CLP40 17 of 27 Implementation Date:

18 Equality Analysis Report Name of function: Patient, Service User and Carer Strategy and Policy Date: 2 May 2013 will ensure we target the various BME communities. We will ensure that we do not classify all BME group together. For example services to need to understand the need to reach all communities. Religion or Belief (including non belief) All Localities will be encouraged to conduct research and find out the different communities are in their area, and what needs are specific to them and build relationships. Faith Communities: Often overlooked. This is perhaps one of the most uncertain communities to engage with. Although something like 71% of the population regard themselves as Christian and 29 % as having other beliefs. We will make use of informal networks and contacts and Chaplaincy Services where appropriate. We will encourage understanding of the differences between the faith groups, and promote cross group working. We will ensure that involvement activities and events don t clash with important religious activities. We will be consider dietary requirements (this includes Halal, Kosher and Vegetarian/Vegan requirements and appropriate labelling of food), and where alcohol is on display it is covered. Equality Analysis outcome: Having considered the potential or actual effect of your project, policy etc, what changes will take place? We have identified the need to: Embed Equality Analysis throughout the Policy and Strategy Develop information and tools to support the effective involvement of all communities and groups. Ensure reasonable adjustments are made in all involvement activities Improve effective and use of monitoring information. Improve representation of all communities and groups. Action Plan Issue to be addressed Action Wh o Representation across the Review committees and groups protected characteristics Date to be completed Link with community groups and organisations with external champions Policy and Strategy to explicitly require Equality Analysis and link with Equality and Inclusion at the commencement team Ensure information toolkits for involvement 18 CLP40 18 of 27 Implementation Date:

19 Equality Analysis Report Name of function: Patient, Service User and Carer Strategy and Policy Date: 2 May 2013 include directory of local community groups relevant to the protected characteristic Making reasonable adjustments and access audits when planning involvement. Equality monitoring information Develop Involvement and engagement checklist to consider the needs all protected groups. Review of the equality monitoring information for all protected groups Ratification a completed copy of the Equality Analysis form must be sent to Equality and Inclusion Officer to be approved. Approving Officers Date of completion: Tendai Ndongwe 19 CLP40 19 of 27 Implementation Date:

20 APPENDIX 2 GUIDANCE FOR PAYMENT 1. Purpose This guidance covers reimbursement of specific expenses and payments for patient and carer time in accordance with the Patient and Carer Involvement Policy, CLP040. Payment will normally only be made for work agreed in advance. It remains the choice of the person involved at all times as to the basis (fees, expenses, etc.) on which they wish to be paid and the amounts provided those amounts do not exceed those specified. The onus is on the participant to minimise travelling costs. Travel, other than by own car or bus, should be agreed in advance so that cheaper, more effective means can be considered. 2. Flexibility of Payment arrangements for individuals Managers should seek to be flexible about how payments are made if requested by patients and carers who may be concerned that their benefit or tax position may be adversely affected. Further information/advice for service users and carers can be obtained from the local Citizens Advice Bureau or from the Benefits Agency (Freephone or at ) The Trust has a duty to provide accurate information about payments made when asked to do so by a legitimate authority. If the Trust has provided such information, managers will inform patients and carers concerned and detail the information that has been provided. If an individual does not wish any special arrangements to be made to maximise income in this way, the Trust will endeavour to make payment as required. Payment arrangements will be agreed in advance. Cancellation fees (the minimum fee) will be paid to patients and carers where less than 24 hours notice is given by the Trust. Staff should make every effort to contact the people concerned to minimise inconvenience and wasted journeys. 3. Schedule of Payments: Activity Active participation in or facilitation of Trust organised workshop, conference or event (where patients and carers are acting as facilitators or providing presentations to the workshop, conference/event) Payment 25 sessional fee (NB: a session is up to 3.5 hours) plus travel costs as below. This does not include travel time. 45p per mile when using own transport ; or public transport fare as paid Taxi fares are to be agreed in advance with the appropriate manager Patients and carers are encouraged to share transport arrangements where possible. 20 CLP40 20 of 27 Implementation Date:

21 Participation in formal Committees; subcommittees; meetings; recruitment panels etc Training activities (delivery of training by patients and carers): Sitting costs where required to enable attendance at meetings/ carry out tasks Travel costs as above plus 25 sessional fee (a session is up to 3.5 hours). This does not include travel time. Travel costs as above plus: 30 per hour of training delivered to include preparation time Reasonable costs to be agreed in advance with the appropriate manager Payment and reimbursement should, wherever possible, be made to patients and carers in cash on the day on which the task has been carried out or the meeting has been held. Managers should make arrangements in advance to facilitate this. Arrangements may also be made for payment by cheque/bacs in arrears if this is requested. Patients and carers must provide evidence of their expenditure (e.g. travel tickets or a receipt). If it is necessary for the patient or carer to retain the ticket for return journeys, the Trust will take a photocopy of that ticket to provide proof of expenses. Patients and carers will be required to submit signed forms for payment and reimbursement of expenses which will be countersigned by the relevant manager of the Trust. Patients and carers may request a letter from the Trust explaining to the Benefits Agency/Jobcentre Plus why the work they wish to do is not like an ordinary paid job. The purpose of this letter is to protect the service user/carer from a review of incapacity to work status. (See Appendix 4). Ad hoc arrangements with regard to travel expenses can be made in regard to Trust organised conferences or events to allow for affordability, flexibility and appropriateness (for example, where the Trust hosts an event at which there is no requirement on service users/carers to specifically contribute, then no attendance fee will be paid and reimbursement of travel expenses may be waived or agreed on an individual basis. In all such instances, prior arrangements must be made with the relevant service manager. Payment should be made using the following subject codes: Attendance fees: 5877 Travel expenses: Salaried Patients and Carers Where patients and carers receive a salary for the time they are involved or they are reimbursed by an external organisation they will not normally receive individual fees. In exceptional circumstances, payment to the individual s employer may be appropriate. 21 CLP40 21 of 27 Implementation Date:

22 APPENDIX 3 - Claim For Patient and Carer Involvement Expenses and Fees Name (PRINT):- Address Meeting / Event Attended: Date:- Venue: 1. Travel Expenses (tickets or receipts must be shown/attached when possible) Rail Fare (Standard Class) Bus Fare 45p per mile Taxi Fare (agreed in advance) State reason taxi required E.g. Mobility problems, transport problems, late night/early morning travel 2. Other Necessary out-of-pocket Expenses (only paid for by prior arrangement. Receipts must be attached when possible) Overnight Accommodation Dates:- Meals / Snacks / Refreshments (Please state date, which meal e.g. Lunch etc) Date Type of Meal Cost Total cost of meals 3. Payment for Participation Please see schedule of payments before claiming 4. TOTAL CLAIM The above is a true record of my out-of-pocket expenses and/or payment* entitlement for participation in this meeting/event. I understand that accepting the payment of a fee may affect my Benefits and/or Income Tax status *Please delete if not applicable Signed:- Date:- I certify that to the best of my knowledge and belief the claimant was engaged on the duties shown above and the claim for fees and expenses are in accordance with the Trust s policy. Name: Signature: Designation: Date: Payment should be made using the following subject codes: Attendance fees: 5877 Travel expenses: CLP40 22 of 27 Implementation Date:

23 APPENDIX 4: LETTER CONCERNING INVOLVEMENT Date: TO WHOM IT MAY CONCERN This is to confirm that rthamptonshire Healthcare NHS Foundation Trust wishes to recruit people who are using our health services to improve the design and/or delivery of services. This is recommended as good practice by the Department of Health and is clearly set out in the NHS Plan. The patients and carers involved will be (volunteers) (paid according to the Permitted Work Rules) (whichever is applicable). Arrangements are in place to provide appropriate support and flexibility, to ensure that individual needs are addressed. Each person will be able to: Vary the time their work begins and ends Contact their support user as and when required Withdraw if necessary Some patients and carers require help with transport (taxis or a travelling partner) and this will be provided as appropriate. Patients and Carers are recruited for this work because of their particular experience as a patient or carer. This does not suggest that any individual is able to manage an ordinary paid job without these additional support arrangements. Yours faithfully End of letter (Acknowledgement: Payments and the Benefits System; King s College London, April 2002) 23 CLP40 23 of 27 Implementation Date:

24 APPENDIX 5 Feedback (from Patient, Service User or Carer) Event: Place: Date: Time: NHFT representative: Date papers/information received: 1 Was there an opportunity for the papers to be discussed prior to meeting/event? 2 Meet and Greet (first meeting only) Did anyone acknowledge your arrival? Were introductions made? N/A 3 Were you given the opportunity to contribute? 4 Did you feel your contributions were listened to/taken seriously? 5 Do you think any of your ideas will be actioned? Don t know 6 Payment/Expenses Offered at end of meeting Did you have to ask 7 Did anyone approach you at the end of the meeting to ask how you felt you got on? 8 Did anyone approach you at the end of the meeting to give you advice/feedback for future involvement? If yes what was the nature of the advice/feedback? Cont overleaf 9 Do you have any thoughts and feelings regarding the meeting you attended? If yes please outline 10 Will you attend/participate again? If no, please give reasons Cont overleaf Cont overleaf 24 CLP40 24 of 27 Implementation Date:

25 Overall experience Excellent Good Fair Poor 8 Continuation 9 Continuation 10 Continuation Any other comments Name: Date: When complete this form to be forwarded to Service User and Carer Involvement Team Involvement@nhft.nhs.uk St. Mary s Hospital Kettering NN15 7PW 25 CLP40 25 of 27 Implementation Date:

26 Feedback (from NHFT staff to Patient, Service User or Carer) Event: Place: Date: Time: NHFT representative: Date papers/information sent out: 1 Was there an opportunity for the papers to be discussed prior to meeting/event? 2 Meet and Greet (first meeting only) Did anyone acknowledge the arrival of service user? Were introductions made? 3 Was the service user encouraged to contribute? 4 Did the service user contribute? 5 Would any of their ideas be considered? 6 Would any of their ideas be actioned? N/A 7 Payment/Expenses Offered at end of meeting Reason if not offered 8 Did anyone enquire from the service user how they felt at the end of the meeting? If yes, who? 9 Did you need to give the service user any advice/feedback? If yes what was the nature of the advice/feedback Continued overleaf 10 Do you feel that it is useful for the service user to continue to attend given your initial reason for involvement? Please give reasons (e.g. skills, knowledge, training) Continued overleaf 26 CLP40 26 of 27 Implementation Date:

27 9 Continuation 10 Continuation Anny other comments Name of Service User: Name/position of person completing form: Date: When complete this form to be forwarded to Service User and Carer Involvement Team St. Mary s Hospital Kettering NN15 7PW 27 CLP40 27 of 27 Implementation Date: