Patient Experience Annual Activity Report by runout


									                      Making Experiences Count (MECs)

1.      Background
1.1     The Department of Health’s (DH) consultation document, ‘Making
        Experiences Count’, a new approach to responding to complaints 2007’,
        set out proposals to reform the way Health and Care Services respond to
        complaints within the broader context of the Health Reform programme
        and person-centred care.

1.2     New legislation is due in 2009 to support the way forward which means
        Health and Social Care organisations must prepare for these important
        changes in the approach to resolving and learning from complaints.

1.3     Early Adopter Pilots were set up in April 2008 and these sites will test out
        the new arrangements being proposed with support from the Department
        of Health, the Parliamentary and Health Service Ombudsman and the
        Local Government Ombudsmen (both to merge in 2009), the Healthcare
        Commissioner and the Commission for Social Care Inspection (CSCI); the
        latter two also will merge to become the Care Quality Commission in

1.4     The above regulatory organisations will report on what works and what
        does not, to build up a composite toolkit and guidance of best practice to
        supplement the legislative changes in 2009.

1.5     Their planned legislative change will mark a crucial phase in the drive to
        ensure the provision of:

           fair;
           responsive;
           personable;
           high-quality services;

        for all users of publicly funded health and social care, identified as priority
        areas in Lord Ara Darzi’s1 interim report published in October 2007.

1.6     The NHS Operating Framework 2008/09 further guides NHS Trusts to
        track public confidence in services by capturing, recording and reporting
        on the patient experience.

 Further publication by Department of Health: Darzi Next Stage Review High Quality Care for All;
July 2008

Board Paper September 2008               Page 1 of 6
2.      Purpose
2.1     The purpose of this report is to provide a performance update and
        assurance to the Board of the Trust’s participation and compliance during
        the first phase from April 2008 to July 2008 of the pilot in the Department
        of Health’s ‘Making Experiences Count’ Early Adopter Site programme to
        prepare for planned legislative changes to the NHS and Social Care
        Complaints handling services in 2009.

3.      Early Adopter Sites
3.1     Within the country there are 12 Adopter sites2 and within the South West
        there were initially eight organisations which formed part of the South
        West Early Adopter sites. Since that time Plymouth County Council and
        Torbay County Council joined the pilot so there are now a total of 10
        organisations within the South West Cluster. These comprise of:

           South Western Ambulance Service NHS Trust;
           Cornwall and Isles of Scilly PCT;
           Cornwall Partnership Trust;
           Plymouth Teaching PCT;
           Plymouth Hospitals NHS Trust;
           Plymouth City Council (unitary status within Devon);
           Royal Cornwall Hospital NHS Trust;
           Torbay NHS Care Trust (Health & Social care together);
           Torbay County Council (unitary status within Devon);
           Cornwall County Council (becoming a unitary status within Devon).

3.2     The above organisations cover two counties and therefore form a
        complex trial area as most early adopter sites are cited within one
        county. This means there are not only multiple organisational boundaries
        and cultures to work across but also the geographical split of two
        counties. In addition, Devon County Council does not form part of the
        pilot; although the two unitary authorise are part of the Devon Cluster.

3.3     However, all organisations participating in the early adopter project within
        the South West pilot are joining forces by liaising, meeting and
        establishing local networks to ensure a united approach to the trial sites.
        The two clusters for the South West currently comprise:

  Since the beginning of this project additional organisations across Devon and Cornwall have
joined the early adopter project so this data may now have changed to include others.

Board Paper September 2008               Page 2 of 6
       Cornwall cluster (5)
       South Western Ambulance Service NHS Trust;
       Cornwalll and Isles of Scilly PCT;
       Cornwall Partnership Trust;
       Royal Cornwall Hospital Trust;
       Cornwall County Council.
       Devon cluster (6)
       South Western Ambulance Service NHS Trust;
       Torbay NHS Care Trust;
       Torbay County Council;
       Plymouth Teaching PCT;
       Plymouth Hospitals NHS Trust;
       Plymouth County Council.

3.4    This presents a challenge for South Western Ambulance Service to fully
       participate in both sets of joint meetings to develop the project and
       therefore the majority of networking and steering meetings have been
       focused upon the Cornwall cluster with email, telephone and other day to
       day contacts with the Devon cluster.

3.5    The Trust’s Patient Advice team have developed a positive and open
       working relationship with the Department of Health Field Officer to ensure
       guidance and advice has been listened to, acted upon and actions
       implemented throughout the pilot project3.

4.      Aims and objectives of the Trust project

4.1    The new unified health and social care complaints arrangements being
       trialled aim to:

          Emphasise early resolution and minimise anxiety for all involved when
           things go wrong;
          Be more flexible, open and easier to access about the ways people
           can complain with effective information and support for people wishing
           to put forward their views;
          Introduce a fairer and more robust set of arrangements for the handling
           of all complaints and not just those that are more complex;
          Be more responsive - providing an appropriate and proportionate

  Evidence prtasserv/makingexperiencescount/emails, minutes of meetings and letters and/or
  Parliamentary and Health Service Ombudsman Principles of Good Administration and Principles
for Remedy which are compliant with the Seven Principles of Public Life as set out by the
Committee on Standards in Public Life – currently under review by the Committee on Standards
in Public Life

Board Paper September 2008             Page 3 of 6
             Provide an opportunity for learning and organisational development by
              ensuring that complaints are treated as a positive opportunity to learn
              from staff, patients and carers experiences;
             Champion continuous service improvements which are highly visible to
              patients, the public and staff;
             Establish appropriate data capture systems which provide a clear audit
              trail for trend reporting;
             Report on outcomes and impact; asking the ‘So What?’ question.

4.2      Objectives for the project include:

             Ensure ongoing participation in the Cluster project groups;
             Establish working protocols with other agencies; both statutory and
              non statutory; to follow best practice
             Attend the regional and national MEC events and conferences;
             Work alongside other pilot sites and the DH sponsored Field
              Implementation Team to agree, test out and refine the new ways of
             Establish a project plan5 and refine existing developing processes for
              the new arrangements to be implemented;
             Ensure staff, patients, carers and the public are aware6 that the Trust is
              participating within the EA pilot scheme;
             Trial agreed new ways of working; liaising and reporting to both Cluster
              Project Groups on implementation, progress, difficulties, learning and
              good practice;
             Participate and feed into the Trust Learning From Experience Group
              (LFEG) to embed new ways of working into the trust and feed back on
              barriers and difficulties identified to enable problem solving and
              integrated solutions;
             Develop and refine existing data capture and learning systems to
              report on project within Trust governance and accountability structures
              (quarterly patient experience reports to Board and all others listed in
              Strategic Communication and PR assurance report matrix);
             Ensure open and robust arrangements are in place to enable effective
              cross boundary and organisational learning;
             Continual iteration and experiential learning of sharing of good practice
              and overcoming barriers, finding solutions to joint working with other
              EA pilots;
             Adopt and embed the principles and advice of the Ombudsmen;
             Adopt and embed the advice and guidance of the Early Implementation
              Field Team;
             Feedback on the project at the end of the Pilot phase;

    MECS Project Plan presented to Trust Governance Committee on 18 September 2008
    Trust ‘twentyfourseven’ June 2008

Board Paper September 2008              Page 4 of 6
           Work collaboratively with other EA pilot’s in finalising preparations for
            legislative changes due on 1 April 2009;
           Ambition to be included in the DH best practice guidance and toolkit to
            be issued with the new legislation in 2009.

5.      Stakeholders engagement
5.1     The Trust has agreed a Patient & Public Involvement and Community
        Engagement Strategy, and a Public Health and a Communications and
        Media Strategy. These high level Strategies describe the Trust’s agreed
        stakeholder descriptors and how the Trust will roll out actions plans and
        engage with all stakeholders; including those hard to reach.7

6.      Impact of project – person centre approach
6.1     The MECS project is making it easier and simpler for people wishing to
        make a complaint, concern, comment or compliment (known as the 4 Cs).

6.2     The Trust, alongside other Health and Social Care organisations in the
        project, are moving away from the traditional current rigid set of processes
        which have been focussed on quantitative reporting to a more open,
        accessible, flexible and sensitive approach to responding to complaints.

6.3     This follows a more person centred approach to address individual needs
        and experiences.

6.4     The anticipated impact of the South West cluster will include:

           Local resolution for staff, patients, carers and the public;
           Shift from the current timescales that apply to the management of
            complaints within health and adult social care; with a continued
            commitment to ensure as swift a process as possible is followed;
           Introduction of a single point of access for the receipt, logging and
            triage of all comments, compliments, concerns and complaints;
           Introduction of a robust/consistently applied system for the assessment
            and triage of concerns, complaints, comments and compliments;
           The development of individual person centred complaints action plans;

  Public Health Strategy ‘Prevention is Better than Cure’, Communication and Media Strategy
‘Look, Feel. Behave and Deliver Differently’ and Patient & Public Involvement and Community
Engagement Strategy which sets out a vision for SWAST on “delivering high quality, patient led
services by enabling patients, carers, the public and stakeholders to contribute to the
development, organisation and evaluation of services – all revised and agreed by the Board for

Board Paper September 2008               Page 5 of 6
          The development of robust systems for capturing and sharing learning
           identified as a result of a more person centred and effective complaints
          The ongoing development of checklists and desktop procedures to be
           used in the receipt and closure of complaints;
          The ongoing development of a more contemporary and customer
           focused feedback system to evaluate and enhance complaints,
           concerns, comments and compliments management;
          Identification of any training, learning and development that will be
           required for the Trust to roll out and embed the new arrangements;

7.     Assurance
7.1    The ‘Making Experiences Count’ approach for handling complaints is
       helping the Trust demonstrate full compliance to the aspirations of the
       NHS Operating Framework 2008/098.

7.2    It further secures robust assurance to the Board of building patient led
       services on lessons that have been learned and captured from staff,
       patient, public and carer feedback.

7.3    The Department of Health have fed back to the Trust that its July evidence
       submissions of a project plan, timetable and desktop procedures have
       been ranked green and fully compliant for the first phase of the project.

8.     Recommendation
8.1    The Board is asked to accept this report as assurance of compliance with
       the project aims and objectives and note that the Department of Health
       has rated the project green within the recent project plan application
       committee meeting.

Lynne Paramor
Head of PR & Strategic Communication
Chief Executive Directorate

 The Operating Framework sets out a new chapter for the NHS to transform into a world class
provider of services; David Nicholson foreword within 2008/09 report.

Board Paper September 2008              Page 6 of 6

To top