Patient Experience Bulletin November 2014

EVERYONE’S BUSINESS
Patient Experience in the South of England
News from the NHS England South Regional Patient Experience network
Issue #2
November 2014
A regular bulletin
Putting patient experience
at the centre of service development
Sharing best practice
Sharing solutions to common problems
Supporting the transformation of NHS culture so
that we can “think like a
patient”
Making Patient Experience
Everyone’s Business
Thanks for all your feedback on the first issue of Everyone’s Business. Many of you said
that you found it useful and informative. It would be great if when you receive this copy of
the bulletin you could share it widely, maybe even printing it out and displaying it in staff
areas, on noticeboards or anywhere else you think might be useful. The publication of the
Five Year Forward View has reinforced the importance of patient experience, making particular reference to ‘empowering patients’ and ‘engaging communities’ so it’s essential that
we capitalize on this and ramp up the profile of the excellent work that everyone is doing
across the region: we’re showing what can be achieved when staff, patients and carers
work together in true partnership! Thanks to all those who have submitted something for
publication for this issue—we appreciate the extra work that you have put into doing this.
As we’ve said before: this is your bulletin and we really want to hear about your projects,
big or small. If you don’t have time to write something yourself, just contact us and tell us
what you’re doing and we can pull something together. Our next issue will be in early
March, so if you’re thinking about submitting something, or have any questions please contact Paul or Carmel or just drop us a line at [email protected]
COMMITMENT TO CARERS—UPDATE
Inside this issue:
“Music Box” and “D-Caff”:
Two powerful initiatives for
dementia patients and carers
Berkshire Healthcare Handbook:
A new resource for dementia
carers
FFT updates:
FFT in Primary Care
FFT and improved breastfeeding rates!
Personal Health Budgets in
Oxfordshire:
Establishing a successful
peer network
NHS Continuing Healthcare
training pilots:
Supporting staff and improving the experience of applicants
In the last issue we reported on the national ‘Carers Evidence Summits’ which took place
earlier this year and how we would like to build upon the learning from those successful
events. Carers are a hugely important asset to the NHS and too often they do not receive
the recognition and support that they both need and deserve. We need to do more to help
identify, support and recognise their vital roles. Helping carers to provide better care and to
stay well themselves will contribute to better lives for those needing care as well as more
effective use of NHS resources. One of the ways we are seeking to help carers is to try to
ensure that their needs are built into the design of health and care services.
To help us do this, we are again working with NHS Improving Quality, the RCGP, Strategic
Clinical Networks and Carers’ organisations to put on two regional events in the south. The
purpose of the summits is to identify and share local and regional examples of what is
working well and what makes a positive difference to carers’ health and wellbeing and then
to embed this good practice in commissioning services. The details of the events are below:
9th December (9.30 – 4.00pm)
Holiday Inn Brighton Seafront, 137 Kings Road, Brighton, Sussex BN1 2JF
11th December (9.30 – 4.00pm)
Holiday Inn Basingstoke, Grove Road, Basingstoke, Hampshire RG21 3EE
If you would like to share any examples of good practice at one of these events please
email us. If you just want to attend please email [email protected] indicating your
date preference. We look forward to seeing you there!
EVERYONE’S BUSINESS
Page 2
Berkshire Healthcare handbook for dementia carers
A new handbook to support Carers of
people with Dementia has been launched in Berkshire
West. The handbook is the product of a joint research
project, between Berkshire Healthcare Foundation Trust,
the University of Reading’s Centre for Information Design
Research and Carers.
Listening to Carers, understanding what information they
needed and involving them throughout the project has
resulted in a well- designed and easy to read resource.
The handbook will be distributed by Memory Clinics in
the West of Berkshire. It aims to help people’s understanding of Dementia also providing practical tools and
signposts to local and national support services.
The project was commissioned by Berkshire West Confederation of Clinical Commissioning Groups as part of
their response to the Prime Minister’s Dementia Challenge, which was set up to encourage innovative approaches to dementia care.
The handbook has been designed as a paper resource, following carers’ preference for information in
print that they could refer to easily, but it can also be
accessed on-line at www.berkshirehealthcare.nhs.uk/
dementiahandbook
Carol Munt, Lay Member at NHS Thames Valley Patient Experience Strategy Group said “It was a lot of
hard work but a great result and the carers love it”
For more information contact:
[email protected]
‘Music Box’ and ‘D-Caff’ at Frimley Park Hospital
MUSIC BOX
D-CAFF
Frimley Park Hospital in Surrey is using the power of music
to unlock the memories of dementia patients.
The D-Caff drop-in session (the D stands for dementia) for carers also runs weekly at Frimley Park’s
Pine Trees Restaurant. It is run jointly by the hospital, the local Alzheimer’s Society, Princess Royal
Trust for Carers Hampshire and social services for
carers for Surrey.
The ‘Music Box’ initiative is one of a number of initiatives led
by Dementia Nurse Specialist Ablen Dacalos that includes a
collaborative weekly session to support carers of patients
with dementia.
Music Box has been running at for a year on Thursday afternoons and is similar to schemes run in many care homes.
The charity Sing For Your Life donated a music player to
support the Frimley Park initiative and dementia champions
from across the hospital help to run it.
It is deliberately informal so that carers do not feel
obligated to attend and can stay for a little or as long
as they like. Its aim is to signpost carers for patients
with dementia to relevant resources. Pastries and
hot beverages are on hand.
The sing-along helps improve cognitive stimu- “It proves the link
lation and tap into memories and emotions.
between songs and
Ablen recalls one example where the singing
had a particularly profound effect.
memories and their
“We’ve been running the D-Caff for
ten months now and feedback from
the carers is very positive,” added
Ablen.
“One carer said they felt a great loss
“We had one gentleman who was wheelchair associated emotions.” when their loved one was diagnosed
bound and was barely able to speak to his carwith dementia and although there is
ers for 10 years. He was brought down to the
plenty of written information available,
session one afternoon and was not reacting to
being able to talk to someone face-toany of the songs.
face about it felt much more personal.
“That was until My Way by Frank Sinatra started playing.
Then he started muttering the lyrics, opened his eyes and
sang out loud. It was quite a surprise and very moving.
“It was creating that safe environment for carers to
share their concerns and questions that was the
driving force behind starting the D-Caff scheme.”
“We’ve had a number of similar experiences and it proves the
link between songs and memories and their associated emotions.”
The initiative has now been opened up to carers
even if their loved one is not an inpatient at Frimley
Park.
Thanks to Dementia Nurse Specialist Ablen Dacalos for this contribution
EVERYONE’S BUSINESS
Friends and Family Test in Primary
Page 3 Continuing Healthcare
communications skills
Care pilot courses “a success”
As you are probably very well aware, the Friends and Family Test FFT) is
now being implemented across all NHS services, including Primary Care.
From 1st December 2014 all GP practices in England are required to collect
FFT data. From 1st January 2015 all data collected will need to be submitted to NHS England for publication. The first deadline for submitting this data is likely to be in mid-February 2015. The South Regional FFT team, led
by Shirley Powell is working hard to offer support to GP practices, CCGs
and NHS England Area Teams to achieve these deadlines. There are now
FFT Project Managers in all areas across the region: Naomi Chun in Devon
& Cornwall; Jake Dunkley in Bristol/Somerset/Glos; Kath Rooksby in Bath,
S.Glos &Wilts; Carol Clark in Wessex; Emma Robinson in Thames Valley;
Shirley Large in Surrey/Sussex; and Caroline Love in Kent & Medway. The
team is ably supported by the South region FFT GP lead, Andrew Havers. A
‘statement of readiness’ exercise is currently being completed, in which all
practices across the region are being contacted to find out how much support they need in implementing FFT by the end of the year. This is a fastmoving and busy programme and the team is working flat out to make sure
everyone’s ready to make the best of this opportunity!
Carmel Gulliver-Clark and Paul
Johanson from the Regional Patient Experience team developed
and ran three pilot training days
for NHS CHC staff across the
region. The course focused on
developing staff self-care and
support together with advanced
communications skills training for
working with difficult and distressing communications situations. The course was very well
evaluated by CHC staff who attended and consideration is now
being given to a ‘train the trainers’ programme so that the
course can be rolled out widely
across the region.
Salisbury NHS Foundation Trust Maternity Services – acting on the FFT feedback
At Salisbury the implementation of Maternity FFT has
been led by the Deputy
Head of Midwifery.
Effective leadership
They found that effective
leadership is key to sustaining the FFT response rate.
The lead held face-to-face
meetings with hospital and
community midwives to explain the benefits of FFT.
Ward clerks on the postnatal ward have been instrumental in ensuring a good
response rate. Women are
given the choice about how
to complete the test by a
postcard, on the website or
via the Salisbury Hospital
App if they have a
smartphone.
The most
popular method is a postcard. Cards are handed to
the women on the day of
discharge. Most complete it
and post it in the letter box
on the ward before they leave
hospital. Regular feedback is
important. The service receives response rates broken
down by the six possible responses along with the women’s comments every week.
The comments are used to
sustain good practice and to
make improvements.
From a governance perspective, the Board receive
monthly reports on response
rates and the break-down of
responses and quarterly reports on benchmark data and
action taken on comments.
Results and comments are
also published on the Trust’s
website.
“Overwhelmingly positive”
Overall, the comments received have been overwhelmingly positive and they
tell the Maternity Service
what is important to women
and their families. Women
value the help, support, care
and compassion they receive
from the midwives. The midwives find the comments very
motivating which helps embed
the Trust’s values and behaviours into every contact they
have with women.
“The outcome is
Support for breastfeeding
their babies on
demonstrated in
87% of women
breast feeding
There have been a few nega- discharge from
tive comments. These cen- hospital”
tred on the postnatal ward at a
time of high activity.
Two
women felt the midwives were
too busy to give them adequate help with breast feeding
support. As a result, the maternity care assistants have
received additional training to
be able to give more support
to breast feeding women. The
outcome is demonstrated in
87% of women breast feeding
their babies on discharge from
hospital.
More information is available
from Claire Gorzanski, Head
of Clinical Effectiveness.
Personal Health Budgets in Oxfordshire
Background
Oxfordshire was one of 20 in-depth pilot
sites that took part in the national evaluation of personal health budgets (PHB) between 2009 and 2012. Following the independent evaluation by the University of
Kent, Minister of State for Care Services
Norman Lamb announced the national roll
out of PHBs.
From 1st October 2014 everyone eligible
for NHS continuing healthcare has the right
to have a PHB – this includes children and
young people. Clinical commissioning
groups (CCGs) are also able to offer PHBs
to others that they feel may benefit from the
additional flexibility and control.
Current position in Oxfordshire
Following the successful pilot programme,
PHBs are now offered to all older adults
and adults with a physical disability who
have NHS continuing healthcare funding.
The processes for delivering PHBs to people with learning disability, children and
young people eligible for NHS continuing
healthcare continue to develop.
What does this mean?
People with complex conditions, living at
home, are using PHBs to successfully
manage their own care and support. They
report very positive experiences of having
more choice and control over their care and
better experiences of managing their condition when they directly manage the budget
allocated to their assessed needs. The
benefits extend also to informal carers and
families which greatly improves quality of
life for everyone. Many people are choosing to directly employ their own personal
assistants as an alternative to traditional
care agency arrangements.
A client and her carer at the Oxford PHB Peer network meeting
Peer Network
Oxfordshire has a PHB peer network which meets bi-monthly
in Oxford.
The peer network is a group of people who have an interest in
PHBs either as a budget holder, a family carer, or as someone
who may want a PHB for NHS continuing healthcare in the
future.
Peer network meetings are facilitated by People Hub – the
national PHB peer network.
The peer network first met in September 2012. It is a small but
focussed group that has a clear sense of purpose. The peer
network aims to be the ‘go to’ group for people who have or
want a PHB. The group is actively seeking new members and
is keen to develop further. The purpose of the peer network is
to:
 Support people who have a PHB, who wish to have a PHB or
who are family carers of a PHB holder, by sharing personal
stories, knowledge gained from lived experience and information from peer network meetings.
 Connect people with PHBs by engaging with other local and
national groups.
 Influence the development of PHBs and how they are implemented locally by:

Raising the voice of people with lived experience of
PHBs;

Working alongside key decision makers, especially the
NHS continuing healthcare team, to ensure PHBs continue to be available and supported in Oxfordshire;

Inform people about PHBs by providing people with information about the peer network and PHBs.
To find out more about PHBs in Oxfordshire or the peer network, please contact
[email protected]

Download Report