1. Tees, Esk and Wear Valleys NHS Foundation Trust The Climb Linda Parsons Associate Director of Operational Services 29 th November 2011

2. Facts and Figures – Tees, Esk and Wear Valleys NHS Foundation Trust Formed April 2006 Range of Specialist Mental Health, Learning Disabilities and Substance Misuse Services for 1.6 million people in County Durham, Tees Valley and North East Yorkshire 970 Beds + range of Community Services 6,000 staff 170 + properties £266m annual income Foundation Trust status granted 1 st July 2008 first north east mental health trust to achieve foundation status

3. Trust’s Mission / Vision “To improve peoples lives by minimising the impact of mental ill health or a learning disability” “To be a recognised centre of excellence with high quality staff providing high quality services that exceed people’s expectations”

4. Our five strategic goals are “ To provide excellent services, working with the individual users of our service and their carers to promote recovery and wellbeing ” “To continuously improve the quality and value of our work” “To recruit, develop and retain a skilled and motivated workforce” “To have effective partnerships with local, national and international organisations for the benefit of our communities” “To be an excellent and well governed foundation trust that makes best use of its resources for the benefit of our communities ”

5. Trust Performance 1 st North East Mental Health Trust to achieve Foundation Trust status MONITOR Independent regulator Governance Arrangements Green Financial Viability5 Lowest Risk Local Accountability5417 public members 5893 staff members 47 governors National Targets CQC Comply all standards – no conditions to registration PEAT all sites Excellent or Good 1 of 10 Trust’s to achieve these out of 136 Foundation Trusts

6. Trust Performance Investors In People Accreditation A number of national and international awards for our buildings and services Trust singled out for praise by Department of Health Clinical Quality Lead for Quality Improvement Systems

7. Facts and Figures – Hotel Services The services are provided by Housekeepers / Domestics / Porter Housekeepers and Catering staff 376 In-house staff Supported by a range of Contract Services 13M Annual Budget

9. Why Did We Apply For Hospitality Assured Accreditation 2005 - NHS Focus for Hotel Services changed Cost saving  Customer focussed/Improving standards Better Hospital Food Programme/National Standards of Cleanliness/PEAT Looking for a quality tool to assist us to demonstrate improvement year on year which matched our vision of a customer focussed service.

10. Why Did We Apply For Hospitality Assured Accreditation Visit to local Trust with accreditation confirmed Hospitality Assured as the tool for our Trust 6 months following the visit we had our 1 st assessment

11. Hospitality Assured Assessment Scores Target Increase Score Every Year – Achieved Target for 2012 80% to remain top of health care sector 68.6 71.8 72.6 73.8 74.3 76.1

12. 2006 2011 Customer Research 66.772.5 The Customer Promise 72.580.8 Business Planning 68.978.3 Operational Planning 68.7 Standards of Performance70.074.3 Resources 70.075.8 Training and Development 67.376.7 Service Delivery 68.875.0 Service Recovery 66.775.0 Customer Satisfaction Improvement 66.777.5

13. Highest Score – The Customer Promise “ Specify what your Customer Service Promise is and how it is made known to your customers and staff and any others involved in service delivery” The assessors noted: “To deliver excellence with value” Is now an integral part of the ethos of the whole organisation, everyone questioned understood it and appeared to live it

14. Our Customers Patients Directors PCT’s Other Trust’s SHA Other Services Governors Carers Staff

15. Housekeepers - Customer Service Promise OUR CUSTOMER PROMISE “To deliver excellence with value” C hange – continued improvement R esponsive – go that extra mile I individual – Not one size fits all S ervice needs – Understand needs at the time P ersonal and Caring – Be Polite, Listen and Smile Reviewed July 2011

16. Publishing Customer Promise Web Page / Intranet In-touch Annual Reports Posters Team Briefs Governor Service Visits Hotel Services Manuals Staff Induction Staff Road shows Staff Badges Development Customer Promise Staff and Stakeholders involvement Reviewed annually

17. Methods to ensure Promise understood and effective This Means That Statement KPI’s Notice boards Monitor Complaints, Comments, Reports Audit Programme Check Standards Meetings Customers Rapid Process Improvement Workshops Promise Discussed Induction Appraisals

18. How has Hospitality Assured Improved our Services - Trust’s 5 main challenges Finance – Break even and achieve year on year CRES – 3%+ Clear Marketing Strategy – retain contracts/win tenders Demonstrate compliance regulators – Monitor/CQC Governance arrangements Financial Viability Local Accountability Achieve National Standards Deliver our 5 Strategic Goals Customer Satisfaction

19. How does Hospitality Assured Help us Achieve our Challenges? Working to the standards helps us achieve our strategic goals Standard 1 and 7- Customer Research/Service Delivery Excellent standards working with individual users of our services Standard 6 – Training and Development Develop and retain a skilled and motivated workforce Standard 5 – Resources Best use of resources Standard 9 – Customer Service improvement Continuous improve quality and value of our work

20. How does Hospitality Assured help us achieve our challenges? Accreditation is a unique selling point which assists in retaining contracts / win tenders Feedback from the assessors gives us an independent view from which we produce an action plan which helps us progress on our journey to excellence A strong motivator for staff and recognition of their commitment to delivery of our Customer Promise The 9 standards keep us focussed as to what is important and demonstrates we are improving year on year

21. What our staff and Customers say about Hospitality Assured It gives us pride in our role It shows we are providing a more improved service to our patients year on year It proves how high our standards are within our Trust providing for patient needs It keeps us on track and gives us all the same goals to achieve It means to me we are like a 5 star hotel People will choose us when offered patient choice

22. Trust Awards – Making a difference Caring for the Environment Award Highly Commended – Hotel Services

23. Trust Awards – Making a difference Chairmans Unsung Hero Award Winner Joyce Fletcher Domestic Assistant Roseberry Park Working Behind the Scenes Joint Winner Sue Weeks Housekeeper Cross Lane

24. X Factor – The Climb