Service User Experience Strategy

Transcription

1 Service User Experience Strategy

2 Version Control Version V1.5 Ratified By Trust Board Date of Approval 27 November 2013 Document Author Marie Allen, Patient Experience Lead Name of Responsible Committee Effectiveness Committee Executive Director Siobhan Heafield Date Issued 27 November 2013 Expiry Date (Maximum Two Years) 27 November 2014 Target Audience All staff across the Partnership Trust Contents 1. Executive Summary Introduction Purpose Vision Aims and Objectives Measures 2013/ Implementation Monitoring Equality Assessment

3 1. Executive Summary Setting the scene This strategy provides national and local context and provides an evidence base and background for the work ahead. The National Institute for Health and Clinical Excellence (NICE 2012) has condensed 65 recommendations contained in their User Experience Clinical Guideline into 14 quality statements and these have been used to provide the framework for this strategy. It is our intention to be better informed by what our users and carers think, feel and experience about the care, treatment and services they receive by Staffordshire and Stoke on Trent NHS Partnership Trust. To achieve this we have described our commitments and promises in this strategy. Our users and carers are placed at the centre of services providing care to the people of Staffordshire. For this reason it is important to us to demonstrate genuine commitment to providing services needed by users and carers, delivered in a manner expected for 21st century Health and Adult Social Care. All Partnership Trust staff has a responsibility to be courteous, humane and compassionate in the care we deliver, without exception. To support our drive to achieve this ambition our Director of Nursing and Quality is the Director Lead to ensure that every users voice and their experience is brought to bear on our learning, to help inform planning and test out how we deliver care and services. Becoming a user focused organisation with key priorities in a time of continued and radical change in how Health and Adult Social Care Services are both planned and delivered. Users will have greater choice in who provides the care they need and when that care is delivered. This strategy seeks to demonstrate our willingness to provide services that are in the right place at the right time to provide the best possible Health and Adult Social Care experience for our users. The outcome of this strategy will be that 95% of all users, carers and families cared for by the Partnership Trust tell us that they had a good and safe experience provided by a caring and compassionate workforce. The Partnership Trust s Current Position The Safety and Effectiveness Operational Groups, User and Carer Forum and the Safety and Effectiveness Sub-Committee will provide the oversight, steer and monitoring of achievement against this strategy whilst providing assurance to the Quality Governance Committee and the Partnership Trust Board on the progress of embedding a positive experience for all our users and carers within the Partnership Trust. Implementation Plan and Action Planning This section will set out how the User and Carer Experience Strategy will be implemented and monitored over 2013/2014. This will detail the specific aims that 3

4 have been identified for the Partnership Trust and provide an understanding as to how those aims will be monitored and their performance against them. Core objectives Using the 14 statements of the NICE guidance as the framework, headline plans have been identified that will be enlarged and built upon within the overarching user and carer experience scheduled work programmes. Adult Social Care Outcomes Framework The Department of Health Adult Social Care Outcomes Framework (ASCOF) for 2011/2012 provides a focus on the development of outcomes of both national and local driven performance indicators. The development of this framework will assist to achieve transparency in outcomes for the community and benchmark upon performance with other Local Authorities. CQUINs 2013 / 2014 The Partnership Trust has CQUIN targets relating to every user and carer s experience; a regional target for the implementation of the Family and Friendly test and national target for improving responsiveness to the user s needs. These are important stretch targets for the Partnership Trust. Framework Knowing how we are doing against this strategy is pivotal in knowing how well the Partnership Trust is doing in achieving the core objectives. The Partnership Trust will collate and utilise experience information to measure and monitor our improvements along with initiatives in this strategy. To support these objectives the NICE Patient Experience Guidance will be the framework with an emphasis on learning and implementing solutions to ensure that user s, carer s and families accessing high standards of Health and Social Care services provided by the Partnership Trust. 2. Introduction The user, carer or family experience is integral to Staffordshire and Stoke on Trent Partnership Trust s core business and therefore all staff working within the Partnership Trust has a duty to ensure that all people who may use these services receive an experience that meets or exceeds their physical and emotional needs and expectations. The Partnership Trust knows that the people s experience who use the service is critical to the individual person who may access services along with their families. This strategy sets out the Partnership Trust s shared purpose for all staff to deliver high quality, compassionate care, and to achieve excellent Health and Social Care outcomes. This builds on the Partnership Trust s values along with compliance to the NHS Constitution Rights. 4

5 The Picker Institute (2009) reports the following eight aspects of care as being most important to users, as set out in table below. Fast access to reliable health and Social Care advice Involvement of, and support for, family and carers Effective Services provided by trusted professionals Emotional support, empathy and respect Eight aspects of care identified as being most important to users Continuity of care and smooth transitions Attention to physical and environmental needs Clear, comprehensible information and support for selfcare Involvement in decisions and respect for preference Figure 1: Picker s (2009) Eight Aspects of Care What do we mean by user/carer or the Family Experience? The Partnership Trust s Health and Social Care staff are highly motivated and committed to care for users and carers with compassion and dignity, identify strongly that they will care for users in a way they would want a member of their family to be treated. Users and their families are uniquely placed to judge the care that they receive and whilst we may think that we are doing a good job in terms of delivering a good user experience, the views of our users and carers may be entirely different. For the Partnership Trust it is important that we capture the views and opinions of users and carers about the services that we provide to become the provider of choice. For most, experiences of care are mixed. Few are wholly good or wholly bad. User s stories typically describe variability in the experience of care, hour by hour, shift by shift, day by day and from department to department. 5

6 Users experience of hospital is intrinsically difficult to grasp. It is richly textured and complex. By definition subjective, the experience is such that no one else can know how it works from one moment to the next, how the different aspects of the experience (the process of care, the manner in which it is delivered, the environment in which it occurs, the physical sense of the place) come together, or what they mean for this particular person at this particular moment in their life (Kings Fund 2008). Examples of user, carer and families experience of care are illustrated in Figure 2, below. Through the introduction of real time feedback, suggestions and comments are captured monthly empowering the people of Staffordshire to actively be involved in the change of culture through shaping the Health and Social Care model of care provided by the Partnership Trust. Figure 2: Summary of Health and Social Care experience within care for user, carers or families 6

7 National context The NHS Constitution promotes high quality care for all. In setting out clearly what Professor Lord Darzi (Department of Health 2008) saw as the enduring principles and values, the constitution provided clear signposting to the rights and responsibilities for users, public and staff. Key aspects of this important legislation are: Strengthening accountability through national standards for users Empowering and valuing staff Creating shared purpose, values and principles Empowering all users and the public Figure 3: NHS constitution rights and responsibilities Safety Patient Experience Effectiveness Figure 4: High Quality of Care for All 3. Purpose While significant investment nationally has created new learning in relation to effectiveness and safety, our understanding of what matters to users in relation to their experience of Health and Social Care and how this can be improved is still developing (National Institute for Clinical Excellence 2012). The NHS Outcomes Framework 2012/13 ( Domain 4 relates to Patient Experience) which renews the focus on improving results. The NHS will be measured against a number of areas including whether the user s treatment was successful, whether they were looked after well by Health and Social Care staff along with if the user has recovered quickly after treatment. The standard focuses on ensuring people have a 7

8 positive experience of Health and Social Care with an overarching indictor to clearly identify actions for improvements. The Department of Health (2012) has published the NHS Users Experience Framework, which outline the area s most important to the user experience of Health and Social Care services. Improving the users experience is a key aim for all Health and Social Care providers. By asking, monitoring, and acting upon user and carer feedback, organisations are able to make improvements in the areas that users say matter most to them. 4. Vision The vision of the Experience strategy is to promote and embed the experience as key elements in the following areas in line with the Quality Framework. This will promote and respect the user and carer s values, preferences, and expressed needs. This will be developed through the following areas: Cultural issues; the dignity, privacy and independence of service users; an awareness of quality-of-life issues; and shared decision making Coordination and integration of care across the Health and Social Care systems Information, communication, and providing an understanding on clinical status, progress, prognosis, and processes of care in order to facilitate autonomy, self-care and health promotion Physical comfort including pain management, help with activities of daily living, within clean and comfortable surroundings Emotional support and alleviation of fear and anxiety about such issues as prognosis, along with the impact of illness on users, their families and their finances Welcoming the involvement of family and friends, on whom service users rely, in decision-making and demonstrating awareness and accommodation of their needs as care-givers Transition and continuity of information that will help users care for themselves. The Trust will coordinate, plan, and support every user and carer to receive ealth and Social Care services in the environment of their choice Access to care with attention for example, to receiving individualised care at the right place, at the right time 8

9 Figure 5: The User Experience Feedback DOH (2011) The users experience occurs at three primary levels: Involving users and families in their own care and supporting them to make informed choices about their treatment and care Using the user experience in a particular area to improve services At a strategic level to ensure the public are able to actively contribute to the Partnership Trust strategic direction Local context High quality and safe user and carer experience remains the first priority of the Partnership Trust. The Partnership Trust is also working towards achieving Foundation Trust (FT) status. This will require intensive focus on continual improvements within the experience of users and carers, access to services, and specific qualitative improvements across all aspects of clinical and non-clinical services. The Partnership Trust is committed to listen and learn from users, staff and partners as we develop and deliver high quality Health and Social Care services to the people of Staffordshire. This strategy will work alongside the Communication and Engagement Strategy and the Partnership Trust Annual Plan. This will provide key messages through a variety of effective communication tools. These will underpin principles which will guide our user and carer experience work programmes year on year: 9

10 Goal To ensure that all contacts with our services deliver a positive experience for users and carers Table 1: The Partnership Trust s User and Carer Experience Goal and Objectives. Equality and Diversity Equality is about creating a fairer society in which everyone has the opportunity to fulfil their potential. Diversity is about recognising and valuing difference in its broadest sense. Staffordshire and Stoke on Trent Partnership Trust are committed to promoting equality and challenging discrimination in all service provision, recognising and meeting the needs of the diverse communities we serve. Whilst every single person has their own individual needs, in some cases, for some groups of people, the Partnership Trust needs to go further to ensure access is equitable. Working with partners Whilst this strategy sets out how we will work to ensure that the user experience of the Partnership Trust is a positive one. We also understand that the experience of our Health and Social Care services make up only one stage of the whole user s journey. We will therefore work closely with partners such as the Acute Hospitals, West Midlands Ambulance Services, Voluntary and Community Sector organisations to commission and develop accessible, appropriate and seamless services. 5. Aims and Objectives Measures 2013/14 The range and scope of objectives relating to the user and carer experience are understandably large. It is Staffordshire and Stoke on Trent Partnership Trust s vision that a positive user and carer experience is integral to all we do as opposed to an added extra. This strategy is built around the 14 NICE Experience guidelines along with the Adult Social Care Outcomes Framework (ASCOF) which identifies the headline actions that will be undertaken to achieve them. Monitoring of work programmes highlighted in the Strategy will be reviewed by the User and Carer Forum and reported to Quality Governance Committee and Partnership Trust Board. Aim and objectives The National Institute for Health and Clinical Excellence (NICE 2012) have condensed the 65 recommendations contained in their User Experience Clinical Guideline into 14 quality statements along with the integration of the four standards of the Adult Social Care Outcomes Framework (ASCOF). Dignity, Kindness and Compassion 10 Objectives Deliver the improvement priorities within the Partnership Trust s Quality Accounts Deliver services in accordance with National and Local Quality indicators Ensure compliance with indicators of the users experience Embed a culture of continuous improvement by seeking out, learning from, and acting upon users and public feedback along with formal complaints, comments or concerns

11 Partnership Trust Aim No. NICE Service User Experience Outcomes 1 Users, carers and parents are treated with dignity, kindness, compassion, courtesy, respect understanding and honesty. Providing easier access to efficient services. Objectives: The Partnership Trust will capture the user and carer feedback from Specialist Services, Community Teams, Children s and Families services. The Partnership Trust will achieve a monthly score of 95% through real time user and carer reporting along with developing action plans for improvement. Triangulation of complaints concerns and experience data will be analysed to identify monthly trends and themes along with driving actions of improvement. Monitoring of trends and themes will be immediately escalated as an early warning signal for the implementation of onsite Quality visit. Annual onsite external inspections will demonstrate the Partnership Trusts compliance to the 57 standards of the Customer Service Excellence (CSE) Award. A CSE central database will demonstrate evidence of best practice and compliance to the 57 standards of every individual Health and Social Care team. Real time reporting will capture the users and carers experience of access to services along with waiting times. 11

12 Measure Aim Outcome Assurance Mechanism Users are treated with 95% of all users Monthly reporting dignity, kindness, /carers state that to Safety and compassion, courtesy, Partnership Trust Effectiveness respect, understanding staff are polite Groups, Quality and honesty: and courteous Governance Committee and the Partnership Trust Board Date April 2013 Effective Interactions First impressions influence the user and carer s trust and confidence. This includes the professional appearance and attitude of every staff member. The courteous and helpfulness of staff, will ensure that every user receives a warm welcome and appropriate support and information throughout their interaction with Health and Social Care services. All staff members will maintain a positive approach where visitors do not feel intimidated to ask for help or information and staff members seek to attend to the needs of all visitors. These standards are expected for all interactions with user s and their families; whether they are verbal, face to face, over the telephone or written and all staff will at all times consider the specific communication needs of every users for example language, cognition and communication ability. Partnership Trust Aim No. NICE Service User Experience Outcomes 2 Users experience effective interactions with staff who have demonstrated competency in relevant communication skills. 12 Objectives: The Partnership Trust to introduce the Mystery Shopper Programme across the organisation and third party Contracts by 2013/14. The Partnership Trust to introduce a Mystery Shopper Communication monitoring tool by 2013/ users will be recruited to become Mystery Shoppers through the introduction of an internal Mystery Shopper programme by The Partnership Trust will review the written and verbal communication through monthly rapid audit cycles and annual audits by Communication tools will be monitored and gain consultation by its service users. Including users for whom English is not their first language/sensory impairment/learning disabled/or low levels of literacy through the publication of easy read information. The Partnership Trust to introduce Easy Read and Picture Surveys to be implemented from April 2013 and reviewed annually with the Learning Disability Forums. The Partnership Trust to provide Customer Service Excellence and a Communication Training Programme by 2013.

13 Measure Aim Outcome Assurance Mechanism Users experience Monitor the effective interactions number of PALS with staff who have contacts and demonstrated Complaints competency in relevant relating to communication skills. communication Collate the number of Easy Read and Picture surveys across the Trust Monthly PALS and Complaints reporting Monthly reporting to Safety and Effectiveness Groups, Quality Governance Committee and Trust Board Date April 2013 April 2013 Roles and Responsibilities Users can often be confused by the myriad of people that they meet whilst in hospital and in community teams. Whilst uniforms often designate roles these can be confusing. The elements of a role can also be difficult to appreciate and the need to have different staff involved for different reasons. Partnership Trust Aims No. NICE Service User Experience Outcomes 3 Users are introduced to all health and social care professionals involved in their care, and are made aware of roles and responsibilities of members of the health and social care teams Objectives: All Partnership Trust staff to wear name badges at all times All Partnership Trust staff to introduce themselves and describe their role and responsibilities on the first initial contact with every user, carer or family member. Measure Aim Outcome Assurance Mechanism Users are introduced to all Monitored Quality visit health and social care through reports professionals involved in their announced and care, and are made aware of unannounced roles and responsibilities of quality visits members of the health and social care teams Date April

14 Objectives: Every user will have an individualised plan of care specific to their individual needs The Partnership Trust will provide quarterly data on the Patient Empowerment CQUIN. This relates to the decision making of users within all aspects of their individualised plan of care All Carers will be referred for a Carer Assessment dependent upon their individualised needs Triangulation of user and carer insight data will monitor any trends and themes which will be immediately escalated to ensure actions of improvement are implemented Users and carers recommendations/suggestions of improvements will be captured and presented to Operational Teams to determine appropriate actions for improvements Annual onsite external inspections to demonstrate compliance to the 57 standards of the Customer Service Excellence (CSE) Award Quality announced and unannounced visits will review individualised care plans and information upon all onsite visits User Values and Beliefs Different users will make different choices about their care based on their values and beliefs. They take into account their previous and current health and social care experiences and what is important to them. Users have a fundamental legal and ethical right to determine what happens to their own bodies and health and social care professionals must respect their views and decisions even if it differs from what they themselves believe. Trust Aim No. NICE Service User Experience Outcomes 4 Users have the opportunities to discuss their health and social care belief, concerns and preferences to inform their individualised care. Ensuring users receive high quality personal care and support Measure Aim Outcome Assurance Mechanism Users have opportunities to 95% of all users Monthly reporting discuss their health and /carers state that to Safety and social care concerns and they were Effectiveness preferences to inform their involved in their Groups, Quality individualised care. Ensuring individualised Governance users receive high quality care Committee and personal care and support Partnership Trust Board Date April

15 Enable Users to live their Life that they want and be safe The NHS Constitution informs users that they have the right to be given information about proposed care in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing (Department of Health 2012), thus enabling an informed choice. Once users have the information they require, health and social care professionals play a critical role in discussing the views and wishes of the users so that choices made about their care fully reflect their wishes and beliefs. Trust Aim No. NICE Service User Experience Outcomes 5 Users are supported by health and social care professionals to understand relevant treatment options, including benefits risks and any potential consequences. Enabling users to live the life they want and be safe. Objectives: 95% of all users undergoing treatment and care are given all of the accurate information they require in a format they can understand, to enable them to make informed choices The Partnership Trust consent policy provides clear and precise information upon consent which all staff adhere to demonstrate compliance by April 2013 Maintain the Partnership Trust s Customer Service Excellence accreditation under the Information Standard scheme and further developing its range and scope of information leaflets by March % of User, Carer and Family members are provided with adequate information including any risk assessments to be empowered to make informed choices about their care or treatment. Health Care Professionals will provide advice through scheduled face to face meetings, telephone advice or written information at the request of the User/Carer or Family member The Partnership Trust will provide a duty of candour clearly identifying to user and carer any potential risks within their lifestyle choices through multi-professional meetings All Professionals will incident report to constantly improve the safety culture across the Partnership Trust 15

16 Measure Aim Outcome Assurance Mechanism Users are supported by Health and Social Care professionals to understand relevant treatment options, including benefits risks and any potential consequences. Enabling users to live the life they want and be safe. Shared Decision 95% of all users undergoing treatment and care are given all of the accurate information they require in a format they can understand, to enable them to make informed choices. Monthly reporting to Safety and Effectiveness Groups, Quality Governance Committee and Partnership Trust Board Date March 2014 Shared decision making is a process in which clinicians and users work together in partnership taking into account the user s wishes, beliefs and views; clinical evidence; treatments and options available; and the desired outcomes. There is also compelling evidence that those users who are active participants in managing their Health and Social Care has better outcomes than users who are passive recipients of care (Coulter and Collins 2011). Shared decision making may involve a degree of negotiation between professionals and users where the professional brings the Health and Social Care expertise and the users experience of living with their condition and the knowledge of the circumstances in which they live and their lifestyle. As in Objectives 4 and 5, users need to be given the information they need to support them to make informed choices about their care and treatment and given time and support to discuss their views, and preferences. No. NICE Service User Experience Outcomes 6 Users, carers and Parents are actively involved in shared decision making and supported by Health and Social Care professionals to make fully informed choice about investigations, treatment and care that reflect what is important to them. Enabling users to take personal responsibility. Objectives: 95% of users state that they are fully involved in shared decision making at key decision points in the users care pathways To review the way that shared decision making is recorded in user s care plans through the rapid audit cycles To ensure that the Users Constitution Rights are displayed and shared with all Health and Social Care Professionals 16

17 Measures Aim Outcome Assurance Mechanism Users, carers and Parents are 95% of users state Monthly actively involved in shared that they are fully reporting to decision making and supported involved in shared Safety and by Health and Social Care decision making at Effectiveness professionals to make fully key decision points Groups, informed choice about in the users care Quality investigations, treatment and pathways Governance care that reflect what is Committee important to them. Enabling and users to take personal Partnership responsibility Trust Board Every Trust location Quality Visits to display leaflets on the NHS Constitution rights for Users and Carers Date March 2014 March 2014 Consent The NHS Constitution states users have the right to accept or refuse treatment that Is offered, and not to be given any physical examination or treatment unless they have given valid consent. If they do not have the capacity to do so, consent must be obtained from a person legally able to act on their behalf or the treatment must be in their best interests (Department of Health 2012). No. NICE Service User Experience Outcomes 7 Users are made aware that they have the right to choose accept or decline treatment and these decisions are respected and supported. Enabling people to be as independent as possible Objectives: To support users to make informed decisions about their care and treatment Supporting people who lack mental capacity either temporarily or for the longer term through enabling others to make decisions on their behalf if that is in their best interests Monitor the compliance rates of the Trust to ensure 95% of all Health and Social Care Health Professionals are trained in Mental Capacity and DOLS training The Partnership Trust staff will demonstrate compliance to the Consent Policy dated April 2013 All staff to capture user consent before treatment which is clearly documented in every users care plan 17

18 Measures Aim Outcome Assurance Mechanism Users are made aware that they 95% of all Health and Monthly have the right to choose accept Social Care Health reporting to or decline treatment and these Professionals are Safety and decisions are respected and trained in Mental Effectiveness supported. Enabling people to Capacity and DOLS Groups, be as independent as possible training. Quality Governance Committee and Partnership Rapid audit cycles identify consent obtained in the care plan Trust Board Annual Date March 2014 March 2014 Second Opinions Any user can ask a Health or Social Care professional for a second or further opinion and the request should be supported. The General Medical Council (2006) states in providing care you must respect the user s right to seek a second opinion. Partnership Trust Aim No. NICE Service User Experience Outcomes 8 Users are made aware that they can ask for a second opinion Objectives: The Partnership Trust will actively support users who are requesting a second opinion User Constitutional Rights Information literature to be clearly displayed in all health centres and Community Hospitals by July

19 Measure Aim Outcome Assurance Mechanism Users are made aware that they Every Trust location Quality Visits can ask for a second opinion to display leaflets on the NHS Constitution rights for Users and Carers Date March 2014 Responsive to the needs of Users and local communities The care of every users should be tailored to their needs and personal preferences, taking into account their circumstances, their ability to access services and their coexisting conditions Whilst every single person has their own individual needs, in some cases and for some groups of people the Partnership Trust needs to go further to ensure access and care is equitable. The specific needs of individual users who access Partnership Trust services must be considered and taken into account when planning care. This will include taking into account people s physical and learning disabilities, sensory impairment, language and communication difficulties, and religious beliefs. The Partnership Trust aims to provide quality Health and Social Care to all users, regardless of their individual needs. We recognise those users may face barriers in accessing our services and these barriers may change for them over time. In order to provide quality Health and Social Care we will ensure that all potential discrimination is removed through carrying out equality impact assessment screening and full equality impact assessments were necessary. Partnership Trust Aim No. NICE Service User Experience Outcomes 9 User care is tailored to their needs and personal preference taking into account their circumstances, their ability to access services and coexisting circumstances. Creating a seamless experience for users between Health and Social Care. Providing a modern, responsive, and consistently high standard of care which is responsive to the needs of Users and local communities and is based on identified and/or evidenced needs 19

20 Objectives: The Partnership Trust will ensure the layout of Health Centres, Hospital and Healthcare in Prison locations are accessible for all users. The Equality Act re-enforces the requirements of the Disability Discrimination Act. Provide information in an accessible format such as Braille, large print or . Reasonable adjustments for blind or partially user could include providing information in large print or Braille To demonstrate compliance to the Trust equality and diversity structure and Single Equality Scheme. This will be monitored by the CHAN group upon review of equality impact assessments upon the Partnership Trust work programmes Demonstrate compliance to the Equality Act 2010 which covers nine "protected characteristics". These are age, disability, gender reassignment, being married or in a civil partnership, race, religion or belief, sex and sexual orientation Users to be offered with support to maintain their spiritual belief with in a Community, Hospital or Prison setting All users to be placed at the heart of service provisions and be provided with individualised plans of care. This will be monitored through the annual records audits Measure Aim Outcome Assurance Mechanism User care is tailored to their Monthly performance Monthly User needs and personal preference data on home visits/ and Carer taking into account their Outpatient Reports circumstances, their ability to Appointments access services and coexisting PALS and Complaint circumstances monthly trends and themes Date April 2013 Nutrition, Hydration and Pain Relief. Users have a wide range of varying needs during their treatment. Assumptions cannot be drawn and health and social care teams need to continuously assess the needs of their users through partnership with them. In the Essential Standards of Quality and Safety (2010) the Care Quality Commission outlines its expectations of organisations that planning and delivery of care will meet individual needs, ensure welfare and safety, reflecting appropriate research and guidance and make reasonable adjustments to meet individual needs. 20

21 Partnership Trust Aim No. NICE Service User Experience Outcomes 10 Users have their physical and psychological needs assessed and addressed, including nutrition, hydration, pain relief, personal hygiene and anxiety. Objectives: Every user will gain a holistic assessment of their individual needs through collating and documenting the user s case history upon the Single Assessment documentation Every user will be assessed within 24 hours of admission or upon their initial visit through evidenced based assessment tools in accordance to best practice. The appropriate assessment tools will be dependent upon the individual needs of the user and clinical reasoning of the Health or Social Care Professional 100% monthly compliance of all wards and community teams through the quality dashboard upon assessment and quality of care Every user will gain appropriate on-going assessments and evaluation dependent upon their individual needs which is clearly documented within their plan of care. The user s preference beliefs and wishes will be clearly documented in every user s plan of care Ever user will have clearly documented rehabilitation goals which will be devised with the user and carer. The individualised care plan will ensure continuity of care upon the user s individual needs personal preference and beliefs LINK Food Watch Project will implement on site observations on the quality of food and beverages users receive within the Trusts care 95% of Inpatients will score the Partnership Trust of providing excellent choice of food and beverages through real time reporting Measure Matron s onsite observations will monitor the quality of food/ beverages and serving across all Community Hospital sites Aim Outcome Assurance Date Mechanism Users PLACE have their onsite physical user assessments and 95% upon of Inpatients the Community state Monthly Hospital User sites from April psychological April needs assessed that they are provided and Carer 2013 and addressed, Annual Carer including audit and review with excellent choice of Reports nutrition, hydration, pain relief, food and beverages personal hygiene and anxiety through real time reporting Continuity of Care Continuity is fundamental to high-quality care. Without it, care is unlikely to be effective, safe, personalised, efficient or cost-effective. Continuity is not just about the same staff providing care for the user and carer; it s also about effective and timely communication, handover from one shift to the next and to members of the multidisciplinary team and record keeping. 21

22 Partnership Trust Aim No. NICE Service User Experience Outcomes 11 Users experience continuity of care delivered whenever possible by the same healthcare professional or team throughout a single episode of care. Objectives: To improve the flow of users through care pathways to ensure that users are cared for in the right place at the right time and by the right people through multidisciplinary teams The Partnership Trust to introduce Integrated Long Term Condition Health and Social Care Community Teams in July With the introduction of integrated teams this will improve the continuity of care and integration of health Social Care and external partners. The Partnership Trust to introduce the Children s and Young Family division across the health economy 95% of users to state that they are extremely satisfied in the quality of care The Partnership Trust to capture and monitor compliments along with positive real Measure time feedback of users within continuity of care Aim Outcome Assurance Mechanism Users experience continuity of 95% of all users to Monthly User care delivered whenever state that they were and Carer possible by the same healthcare extremely satisfied Reports professional or team throughout with the quality of care a single episode of care Date April 2013 Coordinated Health and Social Care Multidisciplinary team working is crucial to ensuring an integrated approach to personalised care planning, especially for those with complex care needs that are more likely to require care from a range of different agencies/health and Social Care staff. Whilst this is crucial at all stages of the user s journey, it has been shown to be particularly important when care is transferred between organisations on discharge. No. NICE Service User Experience Outcomes 12 Users experience coordinated care with clear and accurate information exchange between relevant Health and Social Care professionals. Reducing Health and Social Care inequalities 22 Objectives: 95% of users/carers to identify that they have received a positive and safe discharge from the Partnership Trust. The Partnership Trust to ask every user/ carer to complete randomised along with the Family and Friendly Test upon discharge from community services. The Partnership Trust to gain an overall monthly net promoter score from users and carers of The introduction in May 2013 of User and Carer Comments cards upon their experience of care

23 Measures Aim Outcome Assurance Mechanism User experience coordinated The Partnership Trust Monthly User care with clear and accurate to achieve a 10 point and Carer information exchange between improvement in Q4 of Reports relevant Health and Social Care the net promoter score professionals. Reducing Health from the April 2013 and Social Care inequalities baseline Date April 2013 Sharing Information It should be clarified with the user at the first point of contact whether and how they would like their partner, family members and/or carers to be involved in key decisions about the management of their condition and how they would like this to happen. There will be some cases where the user does not wish their information to be shared with the family or with friends and in these cases the staff need to ensure they deal with this sensitively, respecting the users confidentiality without seeming difficult or obstructive. Family and friends that will have a significant caring role to play in the users care when they return home will need to have the information they need to enable them to fulfil this role and again this needs to be discussed with the user. Young carers (usually aged 5-18) who have a significant caring role are also likely to need to have information shared with them to enable them to carry out their caring role, but it may need to be delivered in an entirely different format or at a different level to that usually given to an adult carer. Partnership Trust Aim No. NICE Service User Experience Outcomes 13 Users preferences for sharing information with their partner s family members and/or carers are established, respected and reviewed throughout their care. People to be active citizens and live normal lives taking control of their own care 23 Objectives: Every user will be clearly asked upon admission or upon the first initial visit key issues relating to the sharing of information which will be clearly documented in the plan of care Every user will be assessed within their mental capacity dependent upon their individual needs The Partnership Trust to receive a score of 95% upon the involvement and quality of care of carers and their family member s experience of services All users and carers will be actively involved within the plan of care and provided with adequate information along with education and support for discharge The Partnership Trust to introduce and recognise the young carers identity card The Partnership Trust to introduce and recognise a Learning Disability Passport Ensure that all carers gain an appropriate assessment of their individual needs All staff to be compliant to the Partnership Trusts Sharing of Information Policy along with Information Governance Policies

24 Measures Aim Outcome Assurance Mechanism Users preferences for sharing 95% of Carers provide Monthly User information with their partner s positive feedback upon and Carer family members and/or carers their involvement and Reports are established, respected and quality of care of their reviewed throughout their care. family member s People to be active citizens and experience live normal lives taking control 100% of all Carers are Performance of their own care offered an a Carers data assessment which is clearly documented in the plan of care Rapid audit cycle of the users plan of care Annual reporting Date April 2013 March 2014 March Contact Details Users discharged following care and treatment can often feel very vulnerable, and this can be alleviated if they are only given a name to contact on discharge or for emergency out of hours support. In some cases the appropriate signposting will be to the GP, it should be made clear to the user of any emergency contact numbers for out of hours Partnership Trust Aim No. NICE Service User Experience Outcomes 14 Users are made aware of who to contact, how to contact them and when to make contact about their on-going Health and Social Care needs. Objectives: Discharge information along with the formatting will be reviewed on Quality Visits to ensure it is accurate and contains correct contact details for all users Operational Teams to provide all appropriate contact details upon their first visits or admission to Hospital sites The users care plan to clearly identify all relevant telephone contact details 24

25 Measure Aim Outcome Assurance Mechanism Users are made aware of who to 95% of users will know Quality Visits contact, how to contact them who to contact for Out and when to make contact about of hours services on their on-going Health and Social admission and who to Care needs. contact following discharge Rapid Audit cycle of care plans CQUINs 2013/14 Net Promoter Question/Family and Friends Test Quality reports Date April 2013 March 2014 NHS Midlands and East have introduced the Net Promoter question as a method of determining the level of user satisfaction in an organisation and this is now being rolled out nationally. One benefit of applying the Net Promoter Score to the NHS lies in its abilities to measure positive word of mouth ; to understand an outcome of user experience using a simple understandable metric that has been used for many years in business and commerce and to track changes in user experience over time. The Net Promoter Score is obtained by asking user s a single question, How likely is it that you would recommend this service to friends and family? Based on their responses, customers are categorised into one of three groups: Promoters, Passives, and Detractors. The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score (NPS). NPS can be as low as -100 (everybody is a detractor) or as high as +100 (everybody is a promoter). This takes into account that a number of users may report that they had a reasonable experience, which could be interpreted in traditional surveys as being a positive experience, but if asked to recommend a service, they would more likely be a passive responder. Only those that are promoters should be considered to have had a good experience. In the 2013/2014 CQUIN scheme, this question is expected to be asked randomised along with upon discharge for the Community Hospital sites along with every health and social care community team. Data is filtered monthly to ensure the overall score only contains data from adults of 18 and over. The data is submitted to the Partnership Trust Board on a monthly basis. The Partnership Trust will then be expected to demonstrate a 10 point improvement from the baseline to quarter four. The Partnership Trust is an early implementer of the Department of Health national initiative of the family and friends test across NHS community providers. Partnership Trust Aim No. NICE Service User Experience Outcomes 15. To improve the Partnership Trust s Net Promoter baseline target of in April

26 Objectives: The Partnership Trust to publish the monthly Net Promoter Score on the SSOTP website A minimum of 1000 surveys to be captured a month by the Partnership Trust in accordance to the Commissioners Quality Schedule of contracts for 2013/14 Every Community team to have an individual net promoter score for monthly monitoring and comparative data Community Team/Ward will receive a user and carer experience individual report and develop actions of improvement from the collection of data The Partnership Trusts net promoter score to be shared with other NHS organisations for Foundation Trust Bench Marking. The national benchmarking average score is Monthly gold, silver and bronze User Experience certificates are awarded to individual teams to demonstrate their monthly achievements of the Family and Friends Test to acknowledge their success The Partnership Trust to provide monthly CQUIN Reports upon the family and friendly test to demonstrate achievement to the set milestones upon themed questions Knowing how we are doing The Partnership Trust is committed to ensuring all of its users have a good experience. The key to developing a reliable and informative picture of user s experiences of our services is to ensure a range of feedback is gathered in a variety of ways and at different times. Quantitative and qualitative information is vital and when considering the actions listed above alongside the detailed overarching action plan, a varied toolbox of data collection methodologies is required. There is real value in collating this information across the Partnership Trust to benchmark services, measure performance, inform commissioners about service quality, improve public accountability and provide evidence for regulators 26 Objectives: Monthly Quality schedules data for Contracts 2013/14 Monthly User and Carer reports to the Commissioners CQUIN monthly monitoring for the User and Care Experience of service provisions Development and introduction of a systematic approach to listening, responding, sharing and learning from feedback from NHS Choices. Patient Opinion website Monthly Regional Community Foundation Trust (CFT) benchmarking KO14 Formal Complaints audit by the Department of Health Monitoring of monthly Parliamentary Health and Local Government Ombudsmen Annual Customer Service Excellence compliance through onsite external inspections Mentor and Care Quality Commission (CQC) basic standards of compliance audits Unannounced inspections by CQC or Mentor LINk Enter and View unannounced onsite inspections Directors and Commissioners quality visits Introduction of the national DOH Patient Lead Assessor Care Environment (PLACE) programme

27 Patient- Led Assessment of the Care Environment PLACE Patient Led Assessor Care Environment From the 1st April 2013, Staffordshire and Stoke on Trent Partnership NHS Trust has implemented the introduction of PLACE, which is the new system for assessing the quality of the user s environment. This Department of Heath PLACE programme will replace the old Patient Environment Action Team (PEAT) inspections. The initial PLACE programme has implemented assessments which have been applied to hospitals, outpatients and day treatment centers which provide NHS funded care. The Partnership Trust has provide publication through local media along with inviting voluntary organisations to work in collaboration with our health care professionals to help assess the quality of our patients environment, particularly in the five community hospitals sites. A Patient Assessor can be anyone who has visited our community hospitals as a service user or patient, relative, carer, friend, patient advocate, or even a volunteer. The Partnership Trust has also invited Non- Executive Directors to participate in the onsite PLACE assessments. The role of the user assessor is to be objective and unbiased; have a clear commitment to quality and most of all those who are determined to help the Trust as a provider of NHS-funded care to improve and for assessors to be prepared to make their voices heard in a constructive and supportive way. The introduction of onsite assessment will enable members of the PLACE assessment team to observe and provide a score on user s privacy and dignity, food, cleanliness and general building maintenance within any of our five community hospital settings. All observations and scores were actually upon the volunteers observations at that time of the assessment. The scoring will be based on what the volunteer assessors observe on a set day where they have been accompanied at all times by health and social care professionals. Every onsite assessment consists of a PLACE team that contains 50% volunteers and 50% staff. National guidance has been distributed from the Department of Health which is the initial training programme. The PLACE assessment does not cover any observations of clinical care or treatment. The programme does not include any review of the staffing establishment or competency of health or social care professionals. Number of Training Sessions The Trust has now provided four training sessions with 29 volunteers who have subscribed to the PLACE training programme. In quarter one, 17 volunteers have undertaken PLACE training by the Trust and have participated in the onsite assessments. 27