Worcestershire Health and Care NHS Trust 2013/14
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Arrow Valley, Redditch
Welcome to our first Look Back document which provides a quick round-up of some of the high points and successes we have achieved over 2013/14. The priority for providing high quality care has always been central to the Trust’s vision and values. The focus on being able to show how we are doing this, and measure whether we are getting it right, has never been greater than now.
of maintaining and where possible improving quality at the same time as having to make unprecedented financial savings. This really tests the ability of our staff to think and work differently, to be imaginative in solving the problems we face and to really question whether what we are doing is always the best thing for our patients. We have risen to the challenge and firmly believe that we will continue to do so.
However, like all NHS providers, we face the challenge
We hope you enjoy the read!
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Chris Burdon
Chairman
Sarah Dugan
Chief Executive
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A NEW WAY TO TREAT LEG ULCERS A brand new clinic specialising in preventing leg ulcers was launched at Upton-uponSevern Surgery. Our District Nurses set up a pilot project called the Well Leg Clinic with an aim of reducing re-occurring pressure ulcers. Michelle Yates, Nurse and Clinical Lead for the project said: “This is a great opportunity for Upton Surgery patients as they are spread over such a large geographical area. With the ever-increasing elderly population, the clinic will give the patients a chance to meet others with similar problems and to meet socially and share experiences.�
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PUBLIC BACKING FOR OUR VISION The vast majority of those who attended our engagement events last spring said they were in support of our strategy to care for more people in the right place first time. We ran a round of hour-long events across the county which together attracted 100 people. A questionnaire handed out at the events showed support for the Trust’s direction of travel. It asked whether people supported the vision for more care in or closer to home, and whether they remained supportive if that had the potential for leading to fewer beds in our community hospitals. Just over 90% of those who completed the questionnaire said they were in favour of care in or closer to home, with 60% in support if that led to a bed reduction.
Learning Disability Service A new community enhanced service, which is designed to support people in crisis in their current setting to avoid a hospital admission for assessment and treatment, was set up. The service is supporting people in crisis in the community, with only one out of county placement being made in the last 12 months. This, along with the development of a new complex needs pathway, is part of Worcestershire’s response to the National post Winterbourne View action plan.
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93% OF STROKE PATIENTS VERY SATISFIED The vast majority of stroke patients in the county said they were very satisfied with the advice and support provided to them after leaving hospital. The Community Stroke Service had the results back from a county-wide questionnaire, completed by all patients who were seen on one or more occasion. The survey showed how 93% of Worcestershire patients and their families were very satisfied with the advice and support provided by the team. The results come off the back of the recent report from the Stroke Association which highlighted the need for more emotional support for people who had a stroke after leaving hospital.
The Community Stroke Service was set up in May 2008 with an aim to provide patients being discharged from hospital with support, advice and relevant treatment when recovering from a stroke, as well helping to cope with emotional difficulties. Ruth Freeman, Deputy Manager of the Community Stroke Service explained how the service monitors patient feedback: “As a specialist stroke service we are very aware of the prevalence of anxiety and depression post-stroke. This is regularly monitored and reviewed using both standardised assessments, observation of the patient and discussions with the patient and family.�
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“You are a lovely kind nurse and had time for me”. Community Care, District Nurses
TRUST OUTLINES FRANCIS REPORT ACTION PLAN
Trust’s Francis Action Plan which has already included briefings for staff and the public, where they were given an opportunity to provide feedback and make suggestions.
The Francis report was the topic of discussion at a special patient forum event organised by our Engagement Team and led by senior staff, including Director of Nursing, Sandra Brennan.
TRUST’S SECURE SUITE IMPROVING MENTAL HEALTH CARE FOR COUNTY
Over 50 people attended the event at the Perdiswell Young People’s club, including Trust members and representatives from its Locality Forums. The aim was to provide reassurance to the group that as a Trust we were taking action to ensure our high standards are maintained. This is in light of the publication of the Francis report following the poor standards of care at the Mid-Staffordshire NHS Foundation Trust. The group were also made aware of the
Figures released showed The Trust’s place of safety suite is helping to lower the number of patients being detained in police custody. The figures are collected when someone is detained under section 136 of the Mental Health Act 1983. This is for the person’s own protection and so they can be medically assessed. When a person is detained they have to be taken to a place of safety which
9 could be a specialised secure suite, a hospital or a police cell. Figures available last year showed that 87% of people detained in a place of safety were taken to the specialised suite, with only 8 and 5 % going to police custody and hospitals respectively. The Trust’s secure suite was opened in 2007 at the Elgar Unit, Newtown Hospital in Worcester, catering for the entire county. Steve Goddard, Lead Acute Mental Health Practitioner for the Trust, said: “We feel we’ve made significant improvements around the detention of people under the police powers of section 136. This is reflected in the number of people taken to Newtown as opposed to police custody. This is a far more appropriate place to be when they are experiencing a crisis and prevent criminalisation of mental health.”
SEXUAL HEALTH CAMPAIGN LAUNCHED The Trust launched a new campaign to raise awareness of the dangers of unprotected sex. The campaign was led by the Sexual Health team and aims to highlight the consequences of unprotected sex and coincided with the party season. It features an advent calendar style countdown to Christmas which appeared on the Trust’s social networking sites throughout December alongside the hashtag #WrapUpThisChristmas. Each day provided facts and stats or provided advice for people who are concerned that they may have put themselves at risk of a Sexually Transmitted Infection (STI) or need emergency contraception.
“Thank you for all your care and kindness.” Community Care, Integrated Care Team.
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NEW HAVEN – A NEW KIND OF FACILITY The New Haven Mental Health Unit opened in Bromsgrove on the site of the town’s community hospital. This unit has already changed the way older people with mental health illnesses receive care and treatment in an inpatient environment.
New Haven is a true centre of excellence which serves the whole county. It has 30 beds which will benefit those with varying degrees of dementia including Alzheimer’s, acute depression, acute anxiety and psychosis. Designed to inspire recovery and provide a stimulating environment, New Haven is unique in its design for a number of reasons: • Each patient has their own en-suite bedroom which
11 will help create a ‘home from home’ environment and help ensure patients retain independence, privacy and personhood. Each room includes a memory box which will be unique to each patient and will provide added mental stimulus which will aid their recovery. This will also provide a pleasant environment for families to visit and spend time with their loved one. • Large open courtyards and an allotment give patients the opportunity to get outdoors and enjoy spending time in pleasant surroundings. • People with dementia often purposefully walk (wander) and in their minds they are fulfilling a purposeful activity such as picking children up from school. Long corridors are not designed to support this and can often lead to agitation and frustration. New Haven has been specially designed with circulation loops, which allow the patient to walk freely around
the building. Along the way special points of interest have been built in, including a 1960s themed launderette, which will provide an interactive and stimulating stop on their journey, reducing agitation, frustration and anxiety. • Art can be used to provoke thoughts and to stimulate memory and is a key part of the design of the building. An arts group has been set-up to ensure the design of the building and the artwork included in and around it supports the ‘home from home’ and the ‘outdoors in’ theme. Projects include working with local artists on the creation of memory panels which will feature words and objects which are important to them.
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Progress at HMP Oakwood Reductions in complaints, waiting times for appointments and DNAs, and an increase in compliments received and satisfaction with the service from patient feedback.
TRUST’S MENTAL HEALTH EMPLOYMENT SCHEME BUCKS TREND More people who have mental health issues are finding jobs through our employment programme, bucking the results of a national review released in 2013. Research carried out by the King’s College London suggested that the recession was having a profound impact on people with mental health problems. Between 2006 and 2010, the rate of unemployment for those with mental health problems rose twice as much as for other people - from 12.7% to 18.2%. Men and those with low levels of education were particularly affected, the study said. However our Mental Health Employment team are bucking this trend and have
reported major success in finding employment opportunities for its service users over the last 12 months. The number of paid jobs entered by service users has increased to 84, a 60% increase from 2011/12. This has contributed to the Trust’s Individual Placement and Support service, which is responsible for supporting service users, gain work experience and ultimately get paid jobs, being accredited as a national centre of excellence. Jobs people have been found ranged from catering and laundry work, to care work, teaching and engineering with aerospace. Pete Jordan, Worcestershire Health and Care NHS Trust’s Service Manager for the Mental Health Employment and Reablement Service, said: “Many of our people have previously held down good jobs before experiencing mental health difficulties. What we do now is to have an employment worker based in each of our
13 mental health teams. They work alongside the clinical staff to help rebuild people’s confidence and target potential employers. The key issue is whether people want to work. If they want to work it is our job to give them hope and make this happen.”
CAMHS SERVICE CELEBRATES A YEAR OF ACHIEVEMENT We reported how major improvements to Worcestershire’s Child and Adolescent Mental Health Service (CAMHS) were made a year after the service was re-designed. Worcestershire Health and Care NHS Trust’s CAMHS team celebrated a year since a re-design with reduced waiting times for service-users being one of the most notable improvements. The average wait for a first appointment is five weeks compared to 18
weeks prior to the re-design. Fran Tummey, Lead for Children, Young People and Families for Worcestershire Health and Care NHS Trust, said: “Staff across CAMHS have worked hard to make the much needed changes to the service and we now believe we offer a more focussed mental health service with the changes made based on user feedback. We will not rest on our laurels and will continue to improve the experience our children, young people and families receive when they are referred.” As well as reducing waiting times for the children and adolescents, results from a survey have shown that the majority of service-users feel a positive impact on their mental health after seeing staff. The survey results showed that 78 % of Worcestershire’s children and young people who access CAMHS reported their difficulties were ‘much better’ or ‘a bit better’ after receiving a service.
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“Thank you STAFF SURVEY – WHAT for arranging OUR STAFF TOLD US an escort to Top 5 ranking scores for the Trust: hospital, I am a Percentage of staff receiving health and safety training in last 12 months. extremely a Percentage of staff experiencing harassment, bullying or abuse from grateful patients, relatives or the public in last 12 for your months. help and a Effective team working. Percentage of staff believing the trust kindness.� a provides equal opportunities for career Specialist Primary Care, Community Learning Disabilities Team
progression or promotion. a Percentage of staff reporting errors, near misses or incidents witnessed in the last month. Top 10 most improved areas from 2011 to 2012: h % having equality and diversity training in last 12 months.
h % having well structured appraisals in last 12 months. h % appraised in last 12 months. h % able to contribute towards improvements at work. h % receiving job-relevant training, learning or development in last 12 months. h % feeling satisfied with the quality of work and patient care they are able to deliver. h Staff recommendation of the trust as a place to work or receive treatment. h Effective team working. h % reporting errors, near misses or incidents witnessed in the last month. h Fairness and effectiveness of incident reporting procedures.
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INTERNATIONAL RECOGNITION FOR EARLY INTERVENTION In January 2014 the Early Intervention team were honoured to host a Nigerian delegation of mental health professionals: 3 psychiatrists and 1 matron. This delegation was funded through the Commonwealth Scholarship Commission, and they were staying in Birmingham for a few weeks to receive training in Behavioural Family Therapy (BFT) from the Meriden Team. They chose to visit our service as a model of how family interventions can be integrated within an Early
Intervention Service as this will be their goal on their return to Nigeria. Tony Gillam (EI clinical manager) started the day with an overview of Worcestershire EIS and our experience of implementing BFT within the service. Dr Alan Farmer, Matthew Lammas and Vicky Wormleighton followed with presentations on different aspects of the EI service and the day finished with Professor Jo Smith describing the development of Early Intervention services in the UK. Our visitors left full of enthusiasm and gratitude for what they had learnt and we were proud that they had chosen to visit Worcestershire’s EIS.
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SEAL OF APPROVAL FOR COUNTY’S MENTAL HEALTH TEAMS Services which support people across Worcestershire who have mental health problems were given a seal of approval by a national accreditation scheme. Worcestershire Health and Care NHS Trust’s Mental Health Crisis Assessment Team and the Home Treatment Teams covering Wychavon, Malvern and Worcester found out they had been recognised by The Royal College of Psychiatry’s accreditation programme. The programme provides quality assurance for service users, carers, commissioners, regulators and staff. It is only awarded to services that have undergone a rigorous programme of assessments to ensure they are of high quality.
Derek Hammond, Clinical Lead for Adult Mental Health, said: “This accreditation is the equivalent of a Kite Mark or a gold standard and is only awarded to those which deliver the highest quality services. It should provide service users, families, carers and the general public reassurance and confidence that if they or a loved one require the service of the Crisis Assessment or Home Treatment team then they will get the very best care and support possible.” Services accredited: • Holt Ward • Cromwell House • Hadley PICU • Harvington • Hill Crest • Keith Winter Close Congratulations to all those involved.
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A WHOLE LOAD OF ‘MARAFUN’ A special marathon style event organised by our Community Paediatric Physiotherapy Team aiming to encourage children and young people with physical disabilities to engage in sport was hailed a resounding success. ‘Marafun’ took place at Redditch’s Abbey Stadium and challenged the children and young people who took part to collectively complete 26.2miles around the venue’s athletics track. They smashed it – completing a massive 36 miles!
“I attended the emergency service just a little late. Staff were lovely and understanding and still saw me. All staff were friendly.” Specialist Primary Care, Dental Access Centre
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CAROLE SHORTLISTED FOR HSJ AWARD Carole Clive, Nurse Consultant for Infection Prevention & Control, was announced as one of ten shortlisted nationally for the Clinical Leader of the Year Award, which is one of the categories in last year’s Health Service Journal (HSJ) Awards. Over 1,000 entries were received for the awards and Carole said she was “shocked and delighted” to have been initially nominated and then shortlisted. She also paid tribute to her team saying: “It is testament to the work that the team undertake across the Trust and county to ensure high standards of infection prevention and control and me being shortlisted is recognition of everyone’s efforts and achievements.” Sandra Brennan, Director of Quality & Director of Infection Prevention & Control at the Health and Care Trust, added: “It is typical of Carole to be modest about her achievements. She is highly regarded by staff across the Trust.”
Alastair McLellan, Editor-in-Chief of the HSJ, said: “Being shortlisted means that you or your organisation has been specifically chosen as a leader in innovation and best practice. We received a record number of entries for this, our 32nd year of the awards – a reflection of the pride health services and organisations have in their vital work.”
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ADMIRAL NURSES CELEBRATE 10-YEAR ANNIVERSARY Local carers and health professionals helped celebrate the 10 year anniversary of Worcestershire’s dedicated army of Admiral Nurses. Worcestershire Admiral Nurses, managed by the Health and Care NHS Trust, was launched in Wychavon in 2003 supporting family carers who look after people with dementia. The service has since spread and is now the only county-wide Admiral Nursing service in the UK. An event in the Guildhall, Worcester saw carers, professionals and representatives from local health organisations come together to pay tribute to the team and mark their milestone. A number of carers who have been supported by Admiral Nurses attended the
event and one of them, Cheryl Hudson, whose father lived with dementia, was a key speaker at the event. She praised the local Admiral Nurses for the wonderful support and guidance offered to her and her family and she paid special tribute to the team’s lead, Helen Springthorpe. Another carer, Anita Bailey from Evesham, attended the celebration. She looks after her husband who was diagnosed with Vascular Dementia at just 55 and she too was full of praise for the support she’s received from her local Admiral Nurses. She said: “They’re my life savers. I don’t know what I’d do without my Admiral Nurse.”
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OH WHAT A NIGHT – TRUST RECOGNISES OUTSTANDING ACHIEVEMENT Our Staff Achievement Awards ceremony was held on 12 September 2013 at The Bank House Hotel near Worcester, where we were able to recognise the achievements of our staff over the previous 12 months.
was where our patients, service users and carers nominate those members of our staff who have gone above and beyond the normal call of duty. Again we had a significant increase in the number of nominations for this award which is further evidence of the quality and compassionate care we provide to people, be in it our community hospitals, in our other inpatient and outpatient areas, in people’s homes and in other community settings.
One of the big awards of the event was the Patient Choice Award which
Being recognised and acknowledged by the people we care for and
support is a fantastic honour in itself and one we know those staff are really appreciative of. Kathy Hankins, a Community Psychiatric Nurse in Malvern, was revealed the winner of the Patient Choice Award 2013. Kathy went above and beyond by taking a service user to visit their terminally ill uncle in her own time. The service user had mental health problems and travelling on their own would have caused them much stress and anxiety. Huge congratulations to Kathy and all our other staff award winners.
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“Thank you so very much for your care, kindness and positivity you showed me.� Community Care, District Nurses
Tarik Al-Rasheed from the Worcester News and Peter Pinfield, chair of Health Watch Worcestershire present Kathy Hankins, CPN, with the Patient Choice Award.
S TA F F AWARDS 2 0 1 3
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Les and Roger – two Trust volunteers
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THANK YOU TO OUR VOLUNTEERS We hosted a number of events throughout October as a way of saying thank you to the 180 volunteers who dedicate their time to helping others. Volunteers from across the county attended events held in Tenbury Wells, Bromsgrove, Evesham and Worcester which offered them the opportunity to socialise with each other over a cup of tea and a scone. They undertake a wide and varied range of roles within the organisation from those who volunteer as porters to those who provide hair dressing and beautician services and everything in between. Some volunteers simply spend time with patients and provide them with a friendly face and someone to talk to. Rachel Kirkwood, Head of Organisational Development, said: “We are so grateful to all of our
volunteers for the help they give us and just wanted to show them our appreciation and to let them know that they are extremely valued by the Trust.”
HIGH PRAISE FOR OUR LANGUAGE AND LEARNING COURSE ‘Language for Learning’ is a self-funding project jointly owned by ourselves and Worcestershire County Council. The project provides training and resources to support all those working with children and young people with speech, language and communication needs. We sold our training packages out of county about 10 years ago – we have a number of authorities licensed to deliver the training. A survey was conducted and the results, released in October, were really positive. Trainers clearly feel competent and supported in their role and value ‘Language for Learning’ training.
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THE SALARIED DENTAL SERVICE Who are we? The Salaried Dental Services delivers dental care across the county for people requiring a little extra support. As part of that team the Dental Anxiety Management service, based at Osborne Road in Malvern cares for people who are anxious about routine dental care. Patients are normally referred by their General Dental Practitioner. However other health care practitioners, such as General Medical Practitioners and Heath & Social care professionals, may also refer to the service. What do we offer ? Behaviour Management: Helps the patient to understand how their fears have developed and what
effect fear has on their responses to the world. Most importantly we can then use this understanding to help the patient manage their fears differently. Inhalation Sedation: Is a light sedation to help patients cope with treatment. A sedative gas mixed with oxygen is breathed in using a small mask. Intravenous Sedation: The patient is given a small injection of a drug in the back of their hand. This makes them feel more relaxed about the treatment they are about to receive. The Team We have a skill mixed team of dentists and dental nurses who are supported by reception staff.
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Rick Roberts
WELCOME RICK AND STEVE Steve Peak who lives in Worcester and Rick Roberts who lives in Kidderminster were both appointed as designate Non-executive Directors. Steve has worked as a manager within the NHS for 24 years which saw him become CEO at Birmingham Women’s Hospital. During that time he has naturally built up a wealth of knowledge and experience regarding the NHS and has seen many changes in the organisation. Rick – full name William Richard Roberts – was born in Cardiff and grew up in South Wales before moving to Kidderminster in 1987 after becoming a consultant in Birmingham.
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LAUNCH OF SINGLE POINT OF ACCESS SOUTH WORCESTERSHIRE ADULT MENTAL HEALTH Our Adult Mental Health team launched a new Single Point of Access (SPA) service within the South of the County. It is being commissioned by South Worcestershire CCG to support health care professionals, predominantly GPs, by providing a simple, easy way to refer both
urgent and routine adult mental health patients to the most appropriate service. The aim is that it will ensure one single point of contact for all adult mental health referrals within South Worcestershire, a seamless transition of care once the most appropriate service has been identified and extensive knowledge of the services available locally and what they can provide. An information leaflet has been produced and provides details about how to contact the service and what then happens once a referral has been made.
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EIDS SCOOPS NATIONAL INNOVATION PRIZE Our Early Intervention in Dementia Service (EIDS) which provides early assessment, diagnosis and support for people with dementia won a national innovation award. The Early Intervention Dementia Service (EIDS) won a national NHS Innovation Challenge Prize for Dementia award. It’s run in collaboration with Janssen Healthcare Innovation (JHI) and is part of the NHS Innovation Challenge Prize Programme and the Prime Minister’s Dementia Challenge. EIDS was launched in 2010 to deliver a timely and person centred approach to the assessment and diagnosis of people with suspected dementia, to help them to live their lives as they would wish and to support their families and carers. 2,000 people have received an early and timely diagnosis in the first three years of EIDS being operational.
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MENTAL HEALTH FACILITY PASSES INSPECTION WITH FLYING COLOURS Tudor Lodge in Bromsgrove, a long-term residential unit for people with long standing mental health problems, passed an inspection by the Care Quality Commission (CQC) with flying colours. The CQC visited Tudor Lodge in January in an unannounced routine inspection. As part of this inspection, the CQC looked at the personal care or treatment records of people who use the service and observed how people were being cared for. Views of staff and those who use the service were also sought. In the report of the inspection, the CQC noted that people told the inspectors things
like: “I am happy living here” and felt that their individual needs were being met by the staff. They also said that they felt safe and it was observed that the staff had a “kind and caring approach towards the people they supported.” The CQC also said that people were listened to and received a consistent level of care that met their individual needs. Mark Dickens, Adult Mental Health lead said “This also shows consistency within our mental health inpatient services as it comes off the back of five of our wards receiving Royal College of Psychiatrists accreditations, four of them accredited as ‘excellent’”.
“Just a quick note to say a big thankyou for all the support and advice over the last few months. I don’t know what we would have done without you.” Children, Young People and Families, Health Visiting
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More compliments have been received from those people accessing our services. Year end 2012/13: 2,013 received. 2013/14: 2,324 received.
MORE OUT OF HOSPITAL SUPPORT FOR PEOPLE WITH EATING DISORDERS More people who have an eating disorder in Worcestershire are getting the support they need at home or out of hospital, with referrals into community-based services on the up. The Worcestershire Eating Disorder Service revealed a rise in the number of people being referred, with figures increasing by 48% since 2005. The rise in referrals is attributed to a mix of increased awareness among the public and professionals both of eating disorders in general, but also of the out-of-hospital care and support provided locally by the Trust.
The service works with people in the community and receives around 210 referrals per year. It offers wide ranging help and the team tailors each care plan to suit the needs of every individual. They can offer sufferers individual counselling, a course of cognitive behavioural therapy, food and nutrition guidance, group work and can also provide support with self-help manuals. Kay Lobo, Eating Disorder Service Clinical Manager, said the service was geared up to providing early community-based support which reduced the risk of people getting so poorly they needed hospital treatment: “Early intervention and treatment can help a sufferer recover more quickly and either prevent hospital admission or shorten the length of their stay.�
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PILOT SCHEME REAPING BENEFITS FOR MENTAL HEALTH PATIENTS IN WORCESTER It is said that one of the best ways to deal with your problems is to talk to those who have walked in your shoes and this philosophy is being embraced in Worcester through a new pilot scheme delivering real, tangible benefits for local people with serious mental health problems. Holt Ward is an 18 bed mental health in-patient unit for adults whose illness cannot safely be treated at home or in the community. It is based on the Newtown Hospital site and in October last year Worcestershire Health and Care NHS Trust which runs it, launched a new Peer Support pilot scheme to help the ward’s patients on their road to recovery.
Peer Support sees people with a lived experience of mental illness provide help to those struggling with similar problems. As part of the pilot four Peer Support workers were employed by the Trust to work alongside staff on the ward. Jodie, Joy, Mark and Paul have completed a rigorous Peer Support training programme and provide a different type of support which complements the professional nurses and doctors on the ward. Support may be social, emotional or practical and focuses on an individual’s strengths not weaknesses, and works towards the individual’s wellbeing and recovery. Marisa Manning, Holt Ward Manager, said: “Working with the Peer Supporters on the ward has been a fresh approach to working with patients.”
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“All the nurses were so loving and compassionate to my father and myself and helpful and understanding.” Community Care, Older Adult CHMT
COMMUNITY TEAMS ADOPT DUNKIRK SPIRIT AS RIVER BURSTS ITS BANKS
of visits a week from a District Nurse to treat painful leg ulcers, which she’s suffered with for years. She admitted to being concerned when the River Severn burst its banks closing the main city bridge, but said she never had any doubt the team would grit its teeth to provide the care she needed.
Despite the challenging weather conditions affecting Worcester in early 2014, the City’s resilient band of district nurses ploughed on to ensure vulnerable people continued to get the care and treatment they need.
She said: “Our District Nurses are wonderful, whatever the weather I know they’ll get here with a smile on their face. Even with the problems in the city I never had any doubt the District Nurse would get here, they always do, whatever the weather. Even when we had really heavy snow last year they got here – they are a fantastic team!”
Despite the travel chaos and disruption caused by the worst flooding in the area since 2007, our District Nursing and other community teams were busy ensuring people continued to get the home care they needed. Some staff offered to give up annual leave, others battled through heavy traffic, while some ditched the car completely and took to completing their visits by foot. June Howson, 87, from Warndon needs a couple
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OUR STAFF WALK IN THEIR SHOES NHS Change Day is our Walk in their Shoes initiative which asked staff to spend some time experiencing what being a patient or service user in our services is really like. Thank you to all those who embraced Walk in their Shoes Day so enthusiastically. Sarah Dugan, Chief Executive, said: “We know that patients generally experience excellent levels of care and treatment in our services but that doesn’t mean we are complacent and we recognise there is always more we can do. Walk in their Shoes Day is a chance for our staff to experience some of those things which might seem small, such as being fed or having your arm in a sling, but actually make a real difference to the whole patient experience. We hope that this will help us to gain an insight into how it feels to be a patient and give staff a different perspective.
New Haven team,
2013
To see what it is like in a weelchair.
Colleague, 2013
nt treatme e h t t a Looking es. their ey h g u o r th
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TWEET TWEET As a Trust we are keen to use Twitter more to share information, news, comments and updates in a more ‘instant’ way. We have recently reached 1,000 twitter followers so to keep up to date with Trust news and developments, follow us too!
@ WorcsHealthCare Whct Nhs
YOUTH BOARD LAUNCHED In 2013 we set up a Youth Board which is supported by our Engagement Team, but led by some of the counties young people. In their first year they have sat on an interview panel to recruit a CAMHS clinician, set up a mental health sub-group focusing on CAMHS, and taken part in the Trust’s first ever take over day.
Consistently high response timescales for complaints in the last 12 months
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MIU
WAS THIS SERVICE EASY TO ACCESS?
100%
364 out of 364 patients said this service was easy to access.
HAVE STAFF COMMUNICATED WELL WITH YOU? Extremely Well
312
Very Well
52
Not Well
0
Not at all Well
0
Total
364
HOW SATISFIED WERE YOU WITH THE SERVICE YOU RECEIVED TODAY?
HOW LIKELY IS IT THAT YOU WOULD RECOMMEND OUR DEPARTMENT TO FRIENDS AND FAMILY IF THEY NEEDED SIMILAR CARE OR TREATMENT? FRIENDS AND FAMILY SCORE: 89
400 300
200
This means 89% of friends and family are extremely likely to recommend us!
100 0 Extremely Satisfied
Satisfied Dissatisfied
The overall score is the ‘proportion of patients who would strongly recommend minus those who would not recommend, or who are indifferent.’
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PHYSIOTHERAPY
WAS THIS SERVICE EASY TO ACCESS?
98.7% 464 out of 470 patients said this service was easy to access.
HAVE STAFF COMMUNICATED WELL WITH YOU? Extremely Well
411
Very Well
57
Not Well
3
Not at all Well
0
Total
470
HOW SATISFIED WERE YOU WITH THE SERVICE YOU RECEIVED TODAY?
HOW LIKELY IS IT THAT YOU WOULD RECOMMEND OUR DEPARTMENT TO FRIENDS AND FAMILY IF THEY NEEDED SIMILAR CARE OR TREATMENT? FRIENDS AND FAMILY SCORE: 84
500 400
300
This means 84% of friends and family are extremely likely to recommend us!
200 100
0 Extremely Satisfied Dissatisfied Satisfied
The overall score is the ‘proportion of patients who would strongly recommend minus those who would not recommend, or who are indifferent.’
www.hacw.nhs.uk