CNWL Quality Account Priorities Council of Governors CNWL Quality Account Priorities 2016-17 Tues, 22 March 2016

Quality Priorities - sources of intelligence CQC COMPLIANCE ORGANISATIONAL LEARNING THEMES QUALITY INSPECTION QUALITY & PERFORMANCE INDICATORS PATIENT & CARER FEEDBACK STAFF FEEDBACK

PATIENT & CARER INVOLVEMENT Key areas of focus STAFF ENGAGEMENT PATIENT & CARER INVOLVEMENT

What do we want to achieve? Staff Engagement What do we want to achieve? A workforce which feels committed, motivated and valued, to give of their best or go the extra mile for colleagues, patients and carers Thinks and acts in a positive way about their work, the people they work with and serve Adopt a supportive, inclusive leadership style A workforce which demonstrates the Trust’s values What will we do? Quarterly leadership road-shows MDT leadership programmes Cross-divisional learning walks Nurse rotation programme Review staff benefits Delivery of the staff charter Equalities and diversity initiatives Inclusion of Trust values in appraisals To re-fresh our Staff Engagement Strategy How will we know? Staff recommend services to family or friends as a place to work or receive treatment Staff report good communication between senior management and staff Staff feel they contribute to improvements Staff motivation at work Sickness / Turnover

Patient and Carer Involvement What do we want to achieve? Patients and their families are actively included and consulted on regarding the plan of care or treatment, including medication decisions, which matter to the patient. Patient and their family are treated with respect and dignity at all times, and are provided with supportive information about the condition and services available, and where appropriate access to support out of hours. How will we know? Patients report feeling treated with dignity and respect Patients report feeling involved in their care or treatment planning Patients report getting care or treatment that helped them achieve what matters to them What will we do? Implemented across services applying a project managed, piloted and staged roll-out approach Carer’s Council priorities and work-plan (Carer’s Conference, carer information leaflets, involvement in training)

Next step: Drafting the Quality Account 2015-16 for Governor and public consultation (8 April – 9 May) Update: Endorsing the indicator for external audit QA is audited by KPMG – using 3 indicators 2 x National indicators CPA 7-day follow up CRT Gate-keeping 3rd – selected by Council of Governors Readmission rates selected – per discussion with Governors on 4 March 2016 Rationale: This indicator best suited the rules of indicator auditability: to be able to track data back to the source; does not include judgement or subjectivity (e.g. survey or clinical audit); and data completeness can be tested. Audit commences in April 2016.