Partnerships Inspiring Changes

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1 Partnerships Inspiring Changes NHS Confederation 4 June14 Paul Sanguinazzi Head of Involvement

2 Nottinghamshire Healthcare Provides integrated healthcare services, including mental health, learning disability and physical health services. Provides these services in a variety of settings, ranging from the community through to acute wards, as well as secure settings. Over staff

3 Involvement Aims Working in partnership to 1. Change services 2. Change culture 3. Change lives Involvement Centres Culture (and great support)

4 Service User/Carer Experience Developed approach in partnership with service users/carers Service User and Carer Experience survey (SUCE) responses to date Patient Opinion (internet based feedback) postings to date Meetings, Forums, PALS and complaints Joining up feedback and making changes in light of this feedback

5 Partnerships Inspiring Changes NHS Patient Feedback Challenge Winners in 2012 for Partnerships Inspiring Changes project Service users, carers, members and staff together It is about the culture, inspiring ideas and valuing feedback by listening and responding Aim to: change services change culture change lives

6 What we set out to do: A transformational and ambitious programme to: Be the most open and responsive organisation in the NHS Rollout a simple model to develop teams that are excellent at listening and responding to feedback Develop our own publicly accessible patient experience website

7 Teams that are excellent at feedback Teams to be excellent at: Capturing feedback from service users and carers Sharing and discussing feedback in teams Acting on both positive and negative feedback Sharing the changes made as a result of feedback

8 Capturing Feedback In a first for prisons HMP Stocken posted the views of current prisoners online via the Patient Opinion feedback website after collecting comments at their first ever Health Fair; attended by over 700 prisoners. Ashfield Sure Start Children s Centres worked with parents and volunteers to leave feedback online. They published 12 stories in four months and recorded four changes as a result. The Podiatry team produced a film about people s experiences of using the service. Volunteers interviewed Community Stroke patients in their own homes about their experiences of the service

9 Capturing Feedback Filming with the ipad:

10 Sharing feedback in teams The Early Intervention in Psychosis staff team now have a logbook where they record comments that they get from service users. These are discussed at each team meeting and incorporated into service development. Bassetlaw Day and Pulmonary Rehabilitation Team took a log of comments from their suggestion box and other feedback to the Bassetlaw Leadership Team to review and take action and share good practice. Cherry Ward now uses feedback about the ward in staff supervision

11 Responding to Feedback A few of the changes made: Cherry Ward provides mental health services for older people. The staff worked with volunteers to collect feedback and posted it on Patient Opinion. In response pharmacists now offer appointments to speak to patients and their families about medication. The Podiatry Service received feedback that there was difficulty in booking appointments. They have set up a single point of access and more flexibility for podiatrists to meet demand. We asked for pictures on the wall and that is what we got. It makes walking up and down that corridor so much easier, and we feel good as a result. Service User, Bassetlaw Day Rehabilitation.

12 Responding to Feedback

13 Feeding back the changes Wathwood Hospital created a feedback tree showing how they listen to feedback and the changes they have made. This is located outside the Patients Library in a glass display case. They also feedback changes at their Patients Forum. Lings Bar Hospital has placed a patient feedback board in the main corridor that includes You ve Said, We ve Done posters so it is accessible to all visitors. Patient Opinion feedback and responses are also displayed on ward boards so patients and relatives can see the actions taken. We are posting changes online in the What we ve done section of the Your Feedback Matters website and on Patient Opinion.

14 Feeding back the changes

15 Feeding back the changes

16 A publicly accessible patient experience website Four parts to the site ( Leave feedback View feedback What we have done Learn more learning and development, get involved

17 The learning: It is a cultural change programme presentations at Induction, AGM, Executive Leadership Council, Staff Development Programmes Patient Voice reports at the Board every month using positive feedback to train and recruit Helpful, caring, friendly staff Quality of care/health outcomes Being listened to Work at Team Level - better ownership and innovation Partnerships work involve service users and carers

18 The impact: Feedback has increased: Survey responses in 2013 increased by 63% to , and Patient Opinion postings increase by 93% to 512. Better staff engagement with feedback: Over 560 staff receive Patient Opinion alerts and NHS staff have visited our feedback website site since its launch More evidence of service changes: Patient Opinion 100 changes recorded from stories posted Our feedback website has 35 recorded changes from feedback Each Directorates Involvement Report highlights changes made every quarter as a result of involvement and experience activity

19 Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible. Howard Schultz

20 For further information: 1. Look at the website See the film: 3. Contact the Involvement Team on