Creating an Inclusive Environment for Feedback

Slides:



Advertisements
Similar presentations
Ben Pathe | Patient Conversations on and off Patient Opinion.
Advertisements

Positive about integrated healthcare. Jane Danforth Involvement Officer Nottinghamshire Healthcare NHS Trust.
Health and Adult Social Care Executive Director Penny Furness Smith Director’s Office Care Provision Head of Service Jane Brentor Integrated Commissioning.
Promoting Quality of Life in Care Homes My Home Life Professor Belinda Dewar and North Lanarkshire My Home Life Associates.
Future of the Partnership Board. The Board asked for a working group to look at the future of the Board People were worried about – Too many meetings.
TEWV NHS FOUNDATION TRUST Presentation to Stockton Health Select Committee Monday 13 th June 2011 Les Morgan – Chief Operating Officer David Brown – Director.
North East Partnership September Personalisation What does this mean to you?
Children’s tool – background and guidance The UN Convention on the Rights of the Child (Article 12) states Children and Young People have a right to have.
LIVING WITHIN OUR MEANS – ADULT SOCIAL CARE John Bolton Interim Executive Director.
Mental Health of Older Adults and Dementia Clinical Academic Group Kelvin Wheelan & Helena Taylor-Knox Having a voice – making it heard 5 th November 2014.
`iCARE` Improving our patients, clients and service users experience (with grateful thanks to Yeovil District General Hospital Foundation Trust)
1 Livewell South West (Plymouth CIC) Inspection Overview Andy Brogan – Chair Pauline Carpenter – Head of inspection Inspection managers – Michelle McLeavy.
Ruth Hawkins Chief Executive. 2 3  Five Year Forward View Taskforce Report  Sustainability and Transformation Plans  Junior Doctors Contract  National.
Welcome to Southern Health Southern Health exists to improve the health, wellbeing and independence of the people we serve.
Scrutiny Commission 3 Scrutiny of Health 30 September 2002 Jane Lewington Chief Executive North East Lincolnshire PCT.
Patient involvement and engagement at St Andrew’s Healthcare
CQC Community Mental Health Patient Survey 2011
The new CQC approach to hospital inspection
Highlights of 2013/14 Sarah Dugan, CEO Annual General Meeting
Listen to My ‘Voice’ Project 2017
Carers and Forensic Services
UNDERSTANDING PATIENT OPINION
Consultation: Your Say ….
people helping health/care get better
Reasonable adjustments and communication
Experience and Engagement Team Quality Governance
Yes, Your Reports Matter to Us!!
Integrated Care European Partnership for Supervisory Organisations
Have your say!.
What Does Good Support Look Like ?
WELCOME Introduce myself – intro’s in a moment
Integration of Quality and Operations
Why did we use Care Opinion?
Value framework for Ontario’s nonprofit sector
NHS North East Hampshire and Farnham Clinical Commissioning Group
STAY WELL IN YOUR COMMUNITY Simon James, Interlink rct
Healthwatch East Sussex
Claire Bamford & Julie Young on behalf of the research team
Volunteer Innovators Programme
A/Professor Michael Greco
Agenda 2pm – Introductions and Ice Breaker
Integration-some thoughts and some questions.
Wellbeing Challenge Days
Patient Opinion in Education Birmingham 20 July 2016
Education workshop, Bristol, July 2017 #coEducate
Health and Social Services in the Department of Health
Giving patients the key: Unlocking patient experience and involvement in secure mental health services Nottinghamshire Healthcare NHS Foundation Trust.
Ask Listen Do Space for your logo here
UNDERSTANDING PATIENT OPINION
Experience and Engagement Team Quality Governance
Claire Holmes Programme Lead Dr Katina Anagnostakis Clinical Lead
Michelle Summers and Matthew Gray 12 October 2017
Co-produced children and young people's mental health training for hospital staff Change the Future.
Fife Shine Project – shifting the culture of care Julie Paterson, Senior Manager, Fife H&SCP Dr Margaret Hannah, Director of Public Health, NHS Fife.
SRN’s goals Working since 2004 to: Raise awareness of recovery
New Care Models Workshop
CPFT children's services in Peterborough
Annual questionnaire 2012 Results
A Start Up Guide This is a short guide to Care Opinion which is a not for profit social enterprise founded 12 years ago. CO is the leading independent.
Brent Mental Health User Group
How are we going to …. ?. How are we going to …. ?
New Care Models Workshop
Claire Holmes Programme Lead Dr Katina Anagnostakis Clinical Lead
EAST MIDLANDS REDESIGN OF ADULT SECURE SERVICES
Leading Transformation in a Community Setting: A CIC approach
Debbie Westhead, Interim Chief Inspector Adult Social Care
South Yorkshire and Bassetlaw Integrated Care System
REDESIGN OF ADULT SECURE SERVICES TRANSITIONS
Making it Real for older people: Co-producing their active participation in decisions about how and where they live. Dame Philippa Russell, Vice-President,
A Start Up Guide This is a short guide to Care Opinion which is a not for profit social enterprise founded 12 years ago. CO is the leading independent.
Presentation transcript:

Creating an Inclusive Environment for Feedback

Forensic & Adult Mental Health Services Substance Misuse Services Mental Health Services for Older People Child and Adolescent Mental Health Services Intellectual and Developmental Disabilities Service Integrated Offender Healthcare, East Midlands and Yorkshire. Community Healthcare 100 + sites 9000 staff Budget 444 million 2016/17

Your Feedback Matters http://feedback.nottinghamshirehealthcare.nhs.uk

Feedback Expectations Pain Point: Time, virtual communication. Working with available tech when staff are not tech savvy E.g. Response times Solutions: Prevention is better than cure! Personalised conversations using CO data to improve services Strategic: E.g. Quality & Governance Groups, Trust board meetings Local: Ward and community involvement Tech: Use it wisely and creatively with humanity

CO & Quality improvement CO tells us what we do well and what we need to improve Change is a continuous process. Communication should to be too Making improvements to services, culture and lives in partnerships Kings’ Fund, Patient Experience collaborative

Staff Learning Pain points Challenges - feedback in ‘hard to reach’ services Where, when and how to gather feedback Austerity in the NHS ‘You still don’t listen to us’ Solutions: Feedback themes from patient and carer meetings Volunteer Feedback collectors Own it. Get creative and ‘break the rules’. Tenacity. NottsHC, an improved percentage of patients posting stories Working closely with CO subscription services

‘Patients do not have access to the internet ‘Patients do not have access to the internet. Talking to volunteers, as opposed to staff, I hoped that people would feel safe enough to be honest in their replies.’ Adele Bryan – Interim General Manager Mental Health & National LD Directorate https://www.careopinion.org.uk/blogposts/624/using-care-opinion-in-high-secure-services

Staff Recognition Care Opinion blog shared with staff Nigel Groves, Involvement and Experience Lead Dear Nigel Great that Care Opinion have chosen to highlight the work that is taking place at Rampton and well done for the approach and work you are taking forward. It is so important that the patients are supported and provided with the opportunities to give their views and know that they are being listened to , heard and action is taken when possible Ruth Hawkins CEO

Impact More involvement - care planning ‘The first care plan wasn't right so another plan had to be done. A nurse sat down with me to write a new care plan that was right’. Tracking impact, welcoming a feedback culture Personalised staff responses connect with the storyteller The Ideal Waiting Room Project https://www.careopinion.org.uk/opinions/253657 ‘I am sorry that my friend's last year was not made easier by visits to the memory clinic because the surroundings and lack of a human touch on arrival there were so disconcerting’.

Changing lives Changing services Changing culture ‘It offers us the chance to say sorry, to make things better in a very open and transparent way’ Julie Grant - Head of Communications Nottshc 360 degree assurance