The role of the Secure Services Carers Support Worker in enhancing communication with family and friends

Transcription

1 The role of the Secure Services Carers Support Worker in enhancing communication with family and friends

2 Background Challenges: Our carers are not local Providing support where carers live Providing carers assessments 18 wards No identified staffing resource for carers support groups, carers events, carers telephone support line, maintaining stock levels of carer information packs, maintaining carer notice boards

3 Evidence for post Triangle of Care Feedback from carers at carers events, carers support group and via satisfaction surveys Data regarding carers assessments compliance Difficulties communicating with carers due to consent, logistics, visiting arrangements CQUIN requirements 14/15 (carers Engagement Strategy)& 15/16

4 Developing a Carers Support Worker role Researched models of support voluntary and public sector Developed clear aims and objectives for post holder to fit needs of service and enhance existing responsibilities Drafted a business case proposal for post to underpin and support CQUIN objectives Pilot agreed for six months to evaluate impact of post Post holder recruited Autumn 2015 to SSN inpatient services role January 2016 role merged with SSN inpatient Volunteer Coordinator role and Engagement Co-ordinator post developed.

5 Role function Following admission to hospital (and consent) contacts all carers Provides information / signposting about support in local area Provides information about support from Trust Provides information / signposting regarding access to carers assessment Provide information about the carers telephone support line Provide details about our carers support group Provide details about our carers events Ask for consent to store contact details on our database for future contact relating to carers support in their own right. Provides 1-1 telephone support

6 Role function cont d Signposts to services Conduit between ward / clinical teams and carers Facilitates carers support group Identifies barriers for carers accessing support and seeks resolution Provides information about how to get involved in the work of the service / paid and voluntary roles Delivery of a 2 session face to face support intervention model, based on listening and providing practical, specific information to bring together the carer and the support they identify they require.

7 Outcomes Increased the number of carers on database from 20 to over 300 Increased the number of carers being informed about their right to a carers assessment Increased the number of carers being informed about the support available in their local area Increased the number of carers being informed about the support available in out Trust Able to provide on going information and support to those who have consented to contact

8 Outcomes cont: Able to contact carers to seek feedback about their experience of services Provides a known point of contact for carers Provides a distinct staffing resource to support this work Supports the work undertaken with other Secure Services to provide events for those geographically distant (within North West)

9 Feedback from family & friends about the role: No one has really asked about me and what support I have until my loved one was a service user of GMMH - Makes me feel appreciated and like I matter, helping me to provide better care for my loved one Since we have got to know (CSW) she has helped us raise issues with the ward manager. These have been sorted and we are very happy with the care of our son and we feel looked after. We have been invited to SLT s and she has also got us involved with volunteering work which we look forward to.

10 My son had been in (x) for a while, I was passed on the number and when I rang her she listened and had outcomes within a couple of hours, which I had tried to do for a few weeks, such as speak to staff and get the ward manager to ring me. Now I know there is support to help get in contact with ward staff I know where to go and feel more comfortable talking to ward staff. Getting a phone call a few days after my loved one was admitted from someone who cares and telling me all the support they have for Carers made me feel a lot better. I felt like I was lost and didn t know what to do but now I am assured there will be support

11 The CSW talked to me about the different ways I can get involved - such as attending SLT meetings. I think its great that Carers can attend SLT meetings and was unaware of this, even though my son had been in services for a while until I spoke to the CSW. Having someone to help Carers is great, someone who is caring, kind and listens. This makes us more at ease.

12 Next steps Improve levels of feedback to satisfaction surveys Improve data recording relating to carers assessments Broadening our identification and definition of carer to provide support to more people Review impact of the carer support worker role with carers Review capacity / demand and identify solutions thereafter