Supporting public involvement and community engagement Examples of how Scottish Health Council local offices supported NHS Boards in

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1 Supporting public involvement and community engagement Examples of how Scottish Health Council local offices supported NHS Boards in May 2015

2 Healthcare Improvement Scotland 2015 Published May 2015 You can copy or reproduce the information in this document for use within NHSScotland and for educational purposes. You must not make a profit using information in this document. Commercial organisations must get our written permission before reproducing this document. 2

3 Contents 1. Background Improvement support Improvement support specific initiatives

4 1. Background 1.1 The Scottish Health Council s work plan for contains an objective for its Community Engagement & Improvement Support function (local offices) to provide support to NHS Boards (territorial and national) to improve or widen their public involvement and community engagement activities. 1.2 This paper provides a snapshot of those activities. It illustrates a wide variety of support which has been provided, ranging from assistance with patient surveys and specific service evaluations to supporting existing public involvement structures, through to providing training on engagement tools, approaches and systems. 1.3 The report is not intended to be an exhaustive account of all support provided to NHS Boards, but instead highlights examples of projects and activities which took place during Improvement support Gathering views, surveys and evaluation exercises 2.1 Given its independence from territorial and national NHS Boards, the Scottish Health Council is well placed to evaluate activities or jointly work with the health service to support evaluation exercises. Requests for support for evaluation from NHS Boards during have tended to relate to specific projects or programmes, or review of involvement structures and groups. Examples of support provided by the Scottish Health Council include the following. NHS Ayrshire & Arran Our local office in Ayrshire & Arran has provided support to the Board s Real Time Patient Experience programme. This involves local office staff conducting patient interviews on a monthly basis and feeding the responses and feedback into NHS Ayrshire & Arran s Clinical Improvement Portal. NHS Fife Spirit of the Games initiative Taking account of the publication Listening and Learning: how feedback, comments, concerns and complaints can improve NHS services in Scotland (Scottish Health Council, 2014) and the ambition to embed the spirit of the 2014 Commonwealth Games, NHS Fife took the opportunity to build relationships with people, their families and communities to ask if they were aware of current systems for healthcare engagement and feedback. This work was carried out in response to the finding in the Listening and Learning report which found that people across Scotland were unsure about how to communicate effectively with the NHS. Our local office in Fife supported the initiative by attending events, and 4

5 collating feedback from sessions and consultation events to produce a report on feedback for NHS Fife. NHS Borders volunteer evaluation Our local office in Borders supported the Board to gather views from volunteers on their experience of volunteering with NHS Borders. This involved producing a questionnaire based on the Person Centred Care Collaborative five Must do with me key areas and Investing in Volunteers objectives. The evaluation was conducted as part of an event held to celebrate the renewal of NHS Borders Investing in Volunteers Award and to show appreciation for the work of volunteers. Improvements to the way volunteers are supported, based on feedback, will be implemented. Our local office in Borders is also supporting the Board with a spin off evaluation which looks at the prevalence, internal and external profile, and quality of volunteering. It will also aim to capture the value volunteering brings to patient care. NHS Shetland patient surveys and evaluation Our local office in Shetland has supported NHS Shetland with a variety of patient and public surveys. The support ranges from guidance on producing surveys, road testing information and/or assistance with gathering views, reporting the findings, developing action plans and You Said, We Will... feedback posters. Topics and themes have included: Children s Occupational Therapy Department (children, parent and partner agency survey) Multiple Sclerosis Nurse Service (patient satisfaction survey) Diabetes Specialist Nurse Service (patient satisfaction survey) Stroke Liaison Nurse Service (patient satisfaction survey) Ronas Ward, Gilbert Bain Hospital (patient, relative carers and visitors surveys) Endoscopy Service (patient satisfaction survey) Dental Services (patient survey) Weight Management Programme Evaluation (patient satisfaction survey) Experience of Travelling Off Island for Treatment (patient survey) Support Needs (patient survey) Patient Safety Walk Round Programme (service evaluation) Heart Failure Nurse Service (patient satisfaction survey) Sleep Related Disorders Service (patient satisfaction survey), and Shetland s Public Partnership Forum (meeting evaluation). 5

6 NHS Western Isles development of questionnaires for specialist teams Our local office in the Western Isles provided support to newly appointed specialist nurses for Parkinson s disease, multiple sclerosis, coronary heart disease and stroke, and diabetes. Through a tailored session developed by the local office, staff explained the role of the Scottish Health Council, shared and demonstrated engagement tools and techniques, and discussed potential pieces of work which the Scottish Health Council could support staff to undertake. The intention is that this will lead on to supporting specialist clinical teams with the development of patient surveys and questionnaires. NHS Forth Valley wayfinding in Stirling Community Hospital Our local office in Forth Valley provided support to elicit public views on the level and quality of signage within Stirling Community Hospital and the surrounding area. Based on feedback, the signage has been upgraded and moved in some parts of the hospital, thereby improving the patient journey, especially for people with mobility issues. NHS Forth Valley has since reported improvements in timely clinic attendance by patients and the Scottish Ambulance Patient Transport Service has been able to make direct service improvements based on the changes. NHS Ayrshire & Arran Releasing Time to Care, Integration of Occupational Therapy Services Our local office in Ayrshire & Arran has provided support to facilitate a structured approach to patient engagement to obtain feedback about occupational therapy services. A variety of methods were used to gather feedback including focus groups and use of Ketso (a visual creative engagement tool) which were facilitated by the local office. The findings from this work have resulted in a number of small steps of change. It has also led to an abstract being accepted and nominated as best poster at the International Conference for Integrated Care (25-27 March 2015, Edinburgh). The poster highlights a co-productive approach taken by the Scottish Health Council, NHS Ayrshire & Arran and East Ayrshire Council to engage local communities in the process of service redesign, aiming to create integrated occupational therapy services which best meet the needs of people. Barns Street Medical Practice (Ayr) Patient Participation Group Our local office in Ayrshire & Arran has supported a practice manager in setting up a Patient Participation Group. This group comprises 14 patients who regularly attend and a further four who attend through online discussions or teleconference. A video diary covering the work of the group will be compiled for display in the practice waiting room and will be presented at the annual Practice Managers Conference. 6

7 NHS Dumfries & Galloway Development of a Public Involvement Panel In 2014, NHS Dumfries & Galloway decided to disband its Public Partnership Forum. Since then, our local office in Dumfries & Galloway has been providing support to develop a replacement public engagement mechanism and structure. The emerging model involves a central steering group comprising a wide range of statutory and voluntary sector partners who will have access to a centrally held electronic database. Members on the database, or Public Involvement Panel, have identified a willingness to be involved and specified their areas of interest. The approach is due to be launched by key partners, including the Scottish Health Council, in May/June Information events and resources 2.2 Local offices have built up a wealth of experience in engagement resources and standards and how they can be best used in practice. Their experience of supporting effective interaction between service providers and the public has been frequently used to support the NHS by providing information, advice, or assistance with producing engagement resources. The support ranges from providing support to new Health and Social Care Partnerships on methods of engagement through to delivery of training on tools and techniques such as Voices Scotland (Chest, Heart & Stroke Scotland) and the use of community engagement recording and planning tools such as Visioning Outcomes in Community Engagement (VOiCE, Scottish Community Development Centre). NHS Highland (Argyll & Bute) Integration of Health and Social Care Our local office in Highland, which covers Argyll & Bute, is represented on a number of strategic groups with the purpose of offering support and guidance on public involvement in relation to health and social care integration. Working in partnership with the Integration Board and the Reshaping Care for Older People team, the local office has delivered Voices Scotland training (Chest, Heart & Stroke Scotland) as a way of supporting community engagement activities ( e.g. through local conversations cafes). This has been done in conjunction with Person Centred Coaches (an initiative supported by the Person Centred Collaborative in Argyll & Bute). NHS Shetland Patient information leaflets Our local office in Shetland provided support to the Learning Disabilities Physiotherapist to develop two patient information leaflets entitled What is Physio and Your Physio Appointment. Service users and staff from the Eric Gray Resource Centre, a local day centre for people with Learning Disabilities, were involved in the development of the leaflets, together with NHS Shetland s Speech and Language Therapy staff who provided knowledge and expertise in Boardmaker (software for creating symbol adapted books). 7

8 Supporting involvement structures 2.3 A common type of improvement support has been to assist NHS Boards with either the development or setting up of structures to facilitate patient and public involvement. This involves providing assistance with recruitment of group members, guidance on producing working agreements, and supporting local induction processes. Scottish Ambulance Service Lothian re-establishing the Involving People Group Our local office in Lothian brought together a Scottish Ambulance Service Head of Service and broad range of members of the public and community groups, including representatives from the British Red Cross and a children s disability group, to establish a network for information and communication and a forum for liaison and preparation of support documents. Public Partnership Forum Networking across NHS Greater Glasgow & Clyde, NHS 24 and the National Waiting Times Centre Board Our local office in Greater Glasgow & Clyde has supported Public Partnership Forums (or equivalent) within NHS 24, the National Waiting Times Centre Board and NHS Greater Glasgow & Clyde with organising and facilitating four network meetings for its members. The networking brings two members from each of the 10 forums together to share ideas and learn from each other s experiences and practices. Attendees have had the opportunity to share their forum s experiences, including the following. East Dunbartonshire highlighted its Open Day planning and outcomes. West Dunbartonshire shared how it worked with the Physiotherapy service. NHS 24 s members outlined details of public involvement in the new 111 telephone number Inverclyde s members spoke about an Advisory Forum Network and the Golden Jubilee Hospital s Quality walkarounds which gathered feedback on patient care. Our local office s evaluation and review of the events meetings attracted positive feedback with 90% of respondents wishing the meetings to continue. Gathering feedback from patients of Oakview Medical Practice (Dunbartonshire) Our local office in Greater Glasgow & Clyde worked with West Dunbartonshire Community Health and Care Partnership to carry out a patient survey about access, information and communication within Oakview Medical Practice in Dunbartonshire. This resulted in recommendations that the practice s patient group should meet more regularly and also review existing information provision such as its website and produce specific information and access materials. In 2014, the local office and practice carried out a development session with members of the patient group which led to the creation of a work 8

9 plan and a supporting roles and responsibilities document. There have been two subsequent meetings, each supported by the local office together with an evaluation of the support and involvement. Our local office in Greater Glasgow & Clyde continues to work with members of the patient group on revisiting the original survey carried out in It is hoped that this will not only give the patient group members the opportunity to be visible in practice waiting rooms and to interact with patients, but also to promote the group to any potential new members. NHS Highland District Partnerships Development There are nine District Partnerships in the Highland area which cover issues relevant to a defined geographic area including Integrated Children s and Adult Services. Our local office in Highland provides support to promote the value and profile of improved community engagement within District Partnerships. Meetings and discussions have been held with various Partnership representatives, including voluntary managers, to explore ways of building on existing options and developing new ones. An example is local office support for an open day for community initiatives in one district and shared examples elsewhere. Other support has been provided to groups with a focus on health improvement (particularly in areas of deprivation) and improvement of services for people with learning difficulties. Lothian production of Tranent primary care video. Our local office in Lothian provided practical support to produce a video which demonstrates the benefits of successful collaboration with a GP practice in Tranent. The video clip shares the perspectives of a business manager speaking on behalf of patient engagement and the Chair of the Patient Participation Group who highlights good practice in public involvement. Since the launch of the video, two further expressions of interest for producing videos have been received from GP practices in Lothian. 9

10 3. Improvement support specific initiatives 3.1 Highlighted below are some examples which illustrate support we provided to NHS Boards for specific initiatives, projects and programmes. NHS Orkney children and young people weight management project NHS Orkney highlighted the need to address unhealthy weight in children in the area. Although healthy weight interventions for young people were routinely available, the service was encountering some challenges with enlisting candidates. There was also some negative feedback around how the service was being viewed by parents and guardians. Our local office in Orkney provided support to: gain an understanding why unhealthy weight in children and young people was an issue, and gather views so that reticence to enlist in appropriate interventions among those affected by unhealthy weight could be overcome. Engagement sessions with young people were arranged by the local office in order to: evaluate what had been done already hear how the issue of unhealthy weight was conceptualised amongst young people in Orkney, and gather suggestions on how to encourage peers and parents/guardians to engage positively with the service and make use of the interventions on offer. Evidence was collected and VOiCE training was provided to NHS Orkney s Public Health Team so it could record progress and share learning from the activity. Contact was established with a local college, a secondary school, and two primary schools to organise engagement activities with young people in a way that added value to their education. Refreshing NHS 24 s website Our local office in Greater Glasgow & Clyde provided support to organise public involvement around the refresh of NHS 24 s website. The local office helped to arrange public sessions and, along with NHS 24 staff, man information stall sessions at three sites (one within a local university - University of the West of Scotland - and two on the City of Glasgow College campus). The aim of these sessions was to reach out to students of all ages and gather information on their use of NHS 24 and obtain their views on the current website design. This was done using a short survey. As a continuation of the work and to get a wider range of opinions, the local office also organised and facilitated a discussion group with East Dunbartonshire Seniors Forum. This group focused on what they found appealing in websites they already used and what improvements they felt could be made to the existing NHS 24 model. 10

11 The session was carried out using an interactive white board with the annotated screen captures forming the basis of a report to NHS 24. The information gathered will be used by NHS 24 to help inform the upcoming redesign of its website. NHS Greater Glasgow & Clyde engagement event on Specialist Children s Services Our local office in Greater Glasgow & Clyde has been working with the Board s Specialist Children s Services to support the planning of a large scale event to engage with children and their families who use their services. Our local staff met with NHS Board colleagues to discuss and share their ideas for the event and a VOiCE session has been delivered to the team to support its planning processes. The local office has worked with the team planning the event to hold a number of sessions with children and young people to inform the programme. This has involved: engaging with a pupil council in a local primary school speaking to students in college studying an access course to gain qualifications leading to employment, and gathering views from high school pupils on a business studies course. At each session, the local office used a world café style approach to gather views on how the event was set up, the marketing activities used to promote it, and the content of the event itself. To date, the local office has engaged with approximately 100 young people through these sessions. By engaging with a range of ages on the planning of the event, it is hoped to ensure that everyone will find the event enjoyable and offer a means for NHS Greater Glasgow & Clyde s Children s Services Team to get feedback from service users on their services and how they should develop in the future. 11

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16 Scottish Health Council National Office: Delta House 50 West Nile Street Glasgow G1 2NP Telephone: The Scottish Health Council is part of Healthcare Improvement Scotland

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