What Does Service User Involvement Mean in 2014? Maddy King and Roger Sharp Project Worker and Patient Reviewer

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1 What Does Service User Involvement Mean in 2014? Maddy King and Roger Sharp Project Worker and Patient Reviewer

2 Overview Rationale Benefits of SU Involvement Involvement at all levels What the QN can do to involve patients in member services Areas of Good Practice

3 Why is service user involvement an area of focus? A number of issues were highlighted during the Cycle 7 reviews relating to service user involvement. Service users in 12% of the services reported that they do not feel their feedback is used to improve the quality of the unit. 12% of services partly met or did not meet the standard stating that there is evidence of service user involvement in all aspects of the service including their own care plan. Service users in 43% of the services reported that they are not involved in the writing of CPA reports, including future/discharge planning prior to the CPA meeting Service users at 12% of services also reported that they are only invited to part of their CPA meetings and service users at 17% of services reported that they are not always able to discuss who they would like to invite to the meeting.

4 QNFMHS Response Recommendation 1: Service User Involvement Prioritise the collection of feedback from service users and carers ensuring this informs service development and that this is fed back to service users and carers. Ensure service users are involved in all aspects of the CPA process, including reading and helping write the report, prior to and after the meeting, having the opportunity to add their views and being included in all parts of their CPA meeting. What will the Quality Network for Forensic Mental Health Services do? Hold a workshop on service user involvement Publish a themed edition of the newsletter addressing Service User Involvement to facilitate the sharing of good practice and information across the network.

5 The Workshop 25 March attendees, including 30 patients or ex-patients Presentations: Quality Network Service User Experts Leeds and Yorkshire NHS Trust Partnerships in Care Small Group Discussions

6 Benefits of Service User Involvement Improving real world skills can lead better prospects and being more prepared for the workforce. Involvement and willingness to give back can help to reduce stigma. Being involved in your care creates feeling of ownership and empowerment. Involvement creates services for patients, not to patients. Service user input can help the unit get things right first time. Joint working breaks down barriers within the service. Giving back is rewarding.

7 Involvement at all levels 1. Individual care - relationships with staff, other service users, care team, friends and family, and involvement in ones own care pathway 2. Ward level - having a voice/being heard/making a difference to service users own immediate world 3. Service level - being truly 'involved' in all decisions about how the service is delivered 4. In wider structures in large organisations or national groups, such as: commissioning, RCPsych, CRGs, NHS England or the CQC.

8 1. Individual Care Buddy System Admission Pack Meet and Greet Access to Technology 20 CPA standards Interests Checklist

9 2. Ward level You asked, we did board Annonymous Surveys Minuting Meetings Floating Staff Ward Based Drop in Sessions Purposeful Environment Themed Recovery Weeks

10 3. Service level Staff Recruitment Staff Training Reduce Jargon Representing Patients at All Levels Patient Led Audit Policy Development

11 4. In Wider Structures Designated Service User Involvement Champion

12 How can the QNFMHS support service users in member services engage with the selfand peer-review process more fully?

13 What can QNFMHS do? Create an easy read leaflet or poster with service feedback and also about what is happening nationally Create a leaflet about QN what is it and what it isn t and provide knowledge prior to visit Be flexible about ways patients can contribute on the day Add additional questions in SUTC about what is important to them?

14 What can member sites do? Form part of the community meeting all year round Suggestion box prior to the review QN coordinator in the service

15 Examples of Good Practice At one service an innovation fund has been created, which has allowed some freedom for service users to make service improvements and developments, such as installing internet connections. Some services are now developing systems for service users to use the ward laptop to type up what they would like to be included in their CPA report. One service carries out exit interviews for service users who are leaving the service to provide an opportunity for them to give feedback.

16 In Summary... Service user involvement has been an area of focus for the QN this year. A number of great ides have been generated from the workshop and will be disseminated throughout the network. The QN aim to these ideas into practice during the coming year

17 Any Questions?