How Care Opinion can be used across a range of mental health services Sara Kerry, Patient Experience Coordinator  

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Presentation transcript:

How Care Opinion can be used across a range of mental health services Sara Kerry, Patient Experience Coordinator  

West London Mental Health NHS Trust Providing care and treatment for around 62,570 people each year Around 3,560 staff and serve a local population of around 700,000 people One of the most diverse providers of NHS mental health and community services in the UK Large Trust with 29 sites – Hounslow, Southall, Acton, Richmond, Hanwell, Hammersmith, Northolt, Ealing, Greenford, Isleworth and Crowthorne in Berkshire

Implementation of Care Opinion Previously used ‘Meridian’ Subscribed to Care Opinion in June 2015 and aimed for full implementation by 1st December 2015 Meridian’ for patient feedback and audit The Trust developed an implementation plan and a communication strategy

Implementation plan Leads allocated from services Regular leads meetings Attendance at meetings and forums Resources distributed Mapping/organisational Tree developed Training given Attendance at Senior Management Team Meetings and Users Forums Resources - Posters/leaflets/cards Training – via WebEx sessions,

Roles & Responsibilities outlined

Concerns - Responses Should it just be senior managers? Would staff know how to respond? Would the response be suitable? Do we need to do an internal quality check? How will staff react to negative? One major concern at the beginning was regarding responses to stories posted

Concerns - Confidentiality A number of service users were/are concerned about confidentiality Small uptake in Forensic Services In Broadmoor Hospital, all outgoing mail is x-rayed, opened & inspected before being forwarded to the recipient, with the exception of mail items sent to those individuals/bodies identified in section 134 (MHA 1983 amended 2007) which will only be x-rayed

Bespoke Service We are in the process of creating bespoke feedback for the following services: Broadmoor Hospital Child and Adolescent Services Cognitive and Dementia services

Success 1st year 2nd year 16,741 additional views 40 stories were posted viewed 7609 times 2nd year 150 stories were posted viewed 24,350 16,741 additional views 1st April 2015 to 31st March 2016, 40 stories were posted and viewed 7609 times 1st April 2016 to 31st March 2017, 150 stories were posted and viewed 24,350

Responders All staff added as subscribers are now responders Responses are provided by professionals within the service area All responses are of a high standard Give example of story and good response

Taking it slow In the first year 40 stories were posted and in the second, 150 We have spent at lot of the time distributing information and ensuring that people are aware of the service Setting a three day timescale for providing a response

Now We are actively offering to assist in writing stories with service users/carers Attending service user forums, community meetings etc. with resources Using Mind and our Advocacy Service to gather stories

Next steps Continue to encourage feedback Responders to think about ‘change’ Extract learning Development of bespoke Care Opinion workshops Monthly ‘good practice’ flyer Learning – Triangulation of data with PALS, Complaints, Incidents,

Thank you