Service User Champion Forum

Transcription

1 Service User Champion Forum Salford Royal NHS Foundation Trust Launch Event 23 rd April 2013 Frank Rifkin Lecture Theatre Speakers Tammy Pike (SRFT Inclusion Manager) Chris Brookes (Executive Medical Director & Group sponsor) Event Facilitated by SRFT s Inclusion and Diversity Team

2 1 Summary This is a report of Salford Royal NHS Foundation Trust s First Service User Champion Forum Meeting held on Tuesday, 23 rd April 2013, at Salford Royal NHS Foundation Trust, Salford. Thirty Three members attended in total which included representatives from Salford City Council, third sector organisations, Trust Governors and service users representing Salford s diverse communities including; older people, people with disabilities, faith communities, and LGBT communities. 2 Introduction The aim of the forum is to enable patients and the public to have a voice in developing and delivering services. It also provides a way to keep members informed of new developments, health improvement initiatives and local support groups. 3 The Event 3.1 Introductions, Housekeeping & Welcome Tammy Pike, SRFT Inclusion Manager, the facilitator for the day welcomed everyone to the meeting, particularly new participants.

3 Tammy outlined the role of the forum for people who had not been involved previously; that its purpose would be for patients and the public to have a voice in the development and deliverance of health and social care services at Salford Royal NHS Foundation Trust Hospital and in community services across Salford. Tammy emphasised the importance of listening to issues from the public perspective, especially since the profile of Salford is changing. Tammy introduced Executive Medical Director and group sponsor Chris Brookes. Chris opened by giving his support and offering his thanks to the Forum and placed emphasis on what could be learnt and put into practice. The group was officially launched. Chris outlined the importance of Inclusion and Equality, and the Trust s desire and dedication to provide excellent services to all residents in and outside of Salford.

4 3.2 Resources and Adaptations Members were asked to participate in independent and group activities. This consisted of 5 tables with 6 members on each table. Accessible resources were provided to all members which included An Agenda Copies of slides Paper Copies of activities Adaptations/specific requirements included larger font/ A3 paper/coloured paper/ easy read symbols/ wide spaces between tables/ kosher food/ loop system/ British Sign Language Signer Trust governors were used to facilitate group work and a self-nominated scribe was present on each table to record all feedback. Activities were completed and recorded independently of the Equalities Team.

5 3.3 Activities Members to agree rules for the group The groups were given 30 minutes to discuss and record rules that they felt would make future meetings successful. Tammy Pike then asked each group to give two rules they felt were most important and relayed each group s suggestions back to the rest of the room. Jennifer Bagchi Equality Officer recorded these answers on flipchart. These agreed rules included; To check things are working before the meeting For members to keep to time, and send their apologies if they cannot make it or have to leave early or start late For the group to agree action points at the end of each meeting For agenda s to be sent out in a timely manner for members to read before the meeting and to have time slots for each item To use Plain English, and not long complicated words or abbreviations

6 During decision making all members of the group should agree or else find an alternative. Not to decide on a majority vote. For each member to wear a name badge To have respect for each other, by allowing a person to speak, putting their hand up, and speaking loudly and clearly for all to hear and understand To plan breaks for interpreters, food and drink To use coloured flashcards to use when you would like to make a point To not raise personal issues during the meeting To have a person to record the meeting- a note taker To offer information in peoples preferred communication Other suggestions have been recorded and will accompany this report separately.

7 Members to record and discuss key words they would use to describe their thoughts and experiences of being a SRFT Patient. For this activity Tammy asked members to provide some good and bad/ positive and negative feedback to describe how they identified their experiences of SRFT. Groups/individuals fed back the thoughts they had recorded and Tammy presented these to the room, whilst Jenny recorded onto flipchart. This activity enabled individuals to highlight their specific experiences and needs, from which common themes were identified. These were Communication Cleanliness Staff Knowledge/Awareness Accessibility/Environment Here are some of the feedback we got

8 Good Encourage hand washing Text messages reminders for appointments are great! Really Good. Copies of letters between consultants & GP know what s going on Shabbos room a fantastic resource for Jewish patients Patients get great Kosher meals Staff encourage and welcome patient advocates Prayer rooms Staff friendly and helpful Good infection control Helpful Bad Non inclusive imagery Assumption everyone in opposite sex relationships in language used (not always should be never) Mental health awareness District nurses seen to be too pressured- can t always come as often as required Signs clearer TV s expensive No adult changing facilities Waiting time Prefer to be on a ward not in individual care as no one to talk to

9 Clean Good treatment Lovely building Access Friendly/clean Parking and payment We believe you. Do you believe that we believe what you say? Hello Thank you Eye contact Patience Helpful COPD Assessment and support Team CAST Staff no knowledge of disabled patients Hopeless understanding of booking interpreters Terrible colour pillars Ward intercom is not deaf friendly Left alone for some time assumed that I can see Don t shout at me, yet the person is the one shouting Being judged by disability rather than ability Lost Busy Ignorance No one will take responsibility

10 What are the key messages that you would like staff to know? For this final activity the groups were asked about the key information they would like staff to be aware of in order to provide better treatment and care for them. Tammy relayed the suggestions back to the group and Jenny documented this on flip chart. Again some common themes were How to communicate with me Involve me in decisions and care Understand my specific support needed Maintain my dignity and respect Communication between teams Here are some quotes from members I have a learning disability sometimes I can t understand people when they are talking Diet needs- halal, kosher, allergies, vegetarian Making sure all patients can feed back in a way appropriate to them Respect individuals religion, disabilities, colour

11 Discussion around future Meetings Tammy asked the group how often they would like to meet and offered a choice of monthly, bi monthly, quarterly and twice yearly. Overwhelmingly the majority of the group raised their hands to meet bi monthly and Tammy advised that we would look at how we could accommodate this and communicate back to members. 3.4 End of Launch Tammy thanked all the members for their attendance and support.