際際滷

際際滷Share a Scribd company logo

3. SU%A0Contribution to QNFMHS_SM and RS WEBSITE(1)

Download as PPT, PDF
Dr Sarah Markham
Dr Sarah Markham

(1) The Quality Network has steadily increased the number of Service User Experts involved over the past 7 years, with 13 experts currently working for the network. (2) Service User Experts play important roles in the peer review process through service user telephone conferences and attending peer review visits. (3) Involving service users provides benefits both for the individuals, such as feeling valued and gaining skills, and for services through the unique perspective service users provide. (4) The Quality Network is committed to reviewing and developing service user involvement at all levels of the project.

1 of 17
Download to read offline
Service User Contribution to SecureService User Contribution to Secure Service Quality ImprovementService Quality Improvement Sarah Markham and Roger Sharp Service User Experts
Overview
What does service user involvement mean in the Quality Network, to date?
The Service User Expert Team At the start of Cycle 8, 13 SUEs working for the network How did we find out about the role? Staff at service recommended applying From an existing SUE visiting service Quality Network member of staff Seeking out role with Quality Network Cycle 2 2007/08 Cycle 3 2008/09 Cycle 4 2009/10 Cycle 5 2010/11 Cycle 6 2011/12 Cycle 7 2012/13 Cycle 8 2013/14 No. Of SUEs 3 SU Experts 2 SU Experts 4 SU Experts 6 SU Experts 9 SU Experts 12 SU Experts 13 SU Experts SU Tele Conf. - 83% 94% 97% 100% 97% 91% Peer- reviews - 13% 23% 30% 43% 77% 82%
Involvement in the QN Recruitment o Job description and personal specification - applicants are shortlisted on this basis o Interview with Quality Network Team and the Advisory Group Service User Advisor Induction o Formal induction session with all of the newly recruited and existing SUE o Training on all aspects of the job role Support o Project Link Person o Annual Contingency Planning o Quarterly peer-support meetings o Annual feedback and work review meeting
Roles and Responsibilities of Service User Experts Service User Telephone Conference o SUTCs form a vital part of the Self-Review stage o Service User to Service User o Each service user expert has a script and a list of questions specific to the service Peer-review Visits o Approximately one per month or roughly 3-10 per cycle o Now able to attend each day of the review o Integral part of the Peer-Review Team o Chair service user meeting
Roles and Responsibilities of Service User Experts Advisory Group Representation o Two representatives to provide input and feedback from SUE and review experiences Presenting at Events o Workshops are held to focus on areas of challenge from the previous year o Annual Forums Newsletter Contributions Consulting on standards development
Developments for the future Consultancy for Service User Involvement: oReviewing the purpose and role of service user experts in the context of the QNFMHS oProviding a full specification of training needs of project team and SUE team oReporting back to the Network at the end of March and presenting the findings at the Annual Forums Providing extended training; for example, group facilitation
How can we involve service users at member services?
How the QN involve service users at member sites Engagement within the peer-review process o Encourage services to work with patients when filling out the service user meeting section of the self-review workbook o SUTCs provides peer-review team with patient opinions prior to the day o Encourage patient guides on the peer-review days o Meeting with service users Newsletters and Events o Regular patient contributions from member services o Attending workshops or Annual Forums o Submitting artwork for use on reports
How units could involve service users in the process Member services supporting the network o Designating a patient for calls and is available at the scheduled time o Giving patients the questions beforehand o Ensuring that staff and patients know in advance that the process is not an inspection o Filling in information for all of the standards in the self-review workbook Ensuring that involvement is meaningful and not tokenistic
Why should service users be involved?
The Benefits of Being Involved Sharing and gaining experiences while on review visits Feeling valued staff seek your opinion, part of the team Learn something new from each review Supported in role by SU training Social inclusion Gives you a real experience of work and as part of team Great way to get on a pathway to recovery Gives you confidence leading meetings and interviewing staff Gain life skills Great opportunity for paid employment and use experiences For the Service Users:
The Benefits of Being Involved SU involvement has provides a global experience and provides a unique view point Feedback from people who have a good idea of what can work and what cant In SU meeting and the telephone conference, there is a lot of value for patients in speaking to somebody who was once in their position For the Member Units and other services:
What should SU involvement mean in the future? SU involvement should mean involving users in every aspect of the service being provided to them SU involvement is a marker of a patient centred approach Reviews have shown that involvement in the CPA process and care planning is increasing It should occur on a number of levels: individual care, community/ward level, service level and in wider structures An opportunity to give something back and provides services with a different perspective to use for improvement The real question is: Why shouldnt service users be involved?
In Summary... In terms of the Quality Network, it is committed to involving service users at every level of the project and are currently reviewing the work with the aim to further develop and improve involvement. The Team also welcomes any ideas on how we can engage member services in supporting their own service users further.
Any Questions?

More Related Content

3. SU%A0Contribution to QNFMHS_SM and RS WEBSITE(1)

  • 1. Service User Contribution to SecureService User Contribution to Secure Service Quality ImprovementService Quality Improvement Sarah Markham and Roger Sharp Service User Experts
  • 3. What does service user involvement mean in the Quality Network, to date?
  • 4. The Service User Expert Team At the start of Cycle 8, 13 SUEs working for the network How did we find out about the role? Staff at service recommended applying From an existing SUE visiting service Quality Network member of staff Seeking out role with Quality Network Cycle 2 2007/08 Cycle 3 2008/09 Cycle 4 2009/10 Cycle 5 2010/11 Cycle 6 2011/12 Cycle 7 2012/13 Cycle 8 2013/14 No. Of SUEs 3 SU Experts 2 SU Experts 4 SU Experts 6 SU Experts 9 SU Experts 12 SU Experts 13 SU Experts SU Tele Conf. - 83% 94% 97% 100% 97% 91% Peer- reviews - 13% 23% 30% 43% 77% 82%
  • 5. Involvement in the QN Recruitment o Job description and personal specification - applicants are shortlisted on this basis o Interview with Quality Network Team and the Advisory Group Service User Advisor Induction o Formal induction session with all of the newly recruited and existing SUE o Training on all aspects of the job role Support o Project Link Person o Annual Contingency Planning o Quarterly peer-support meetings o Annual feedback and work review meeting
  • 6. Roles and Responsibilities of Service User Experts Service User Telephone Conference o SUTCs form a vital part of the Self-Review stage o Service User to Service User o Each service user expert has a script and a list of questions specific to the service Peer-review Visits o Approximately one per month or roughly 3-10 per cycle o Now able to attend each day of the review o Integral part of the Peer-Review Team o Chair service user meeting
  • 7. Roles and Responsibilities of Service User Experts Advisory Group Representation o Two representatives to provide input and feedback from SUE and review experiences Presenting at Events o Workshops are held to focus on areas of challenge from the previous year o Annual Forums Newsletter Contributions Consulting on standards development
  • 8. Developments for the future Consultancy for Service User Involvement: oReviewing the purpose and role of service user experts in the context of the QNFMHS oProviding a full specification of training needs of project team and SUE team oReporting back to the Network at the end of March and presenting the findings at the Annual Forums Providing extended training; for example, group facilitation
  • 9. How can we involve service users at member services?
  • 10. How the QN involve service users at member sites Engagement within the peer-review process o Encourage services to work with patients when filling out the service user meeting section of the self-review workbook o SUTCs provides peer-review team with patient opinions prior to the day o Encourage patient guides on the peer-review days o Meeting with service users Newsletters and Events o Regular patient contributions from member services o Attending workshops or Annual Forums o Submitting artwork for use on reports
  • 11. How units could involve service users in the process Member services supporting the network o Designating a patient for calls and is available at the scheduled time o Giving patients the questions beforehand o Ensuring that staff and patients know in advance that the process is not an inspection o Filling in information for all of the standards in the self-review workbook Ensuring that involvement is meaningful and not tokenistic
  • 12. Why should service users be involved?
  • 13. The Benefits of Being Involved Sharing and gaining experiences while on review visits Feeling valued staff seek your opinion, part of the team Learn something new from each review Supported in role by SU training Social inclusion Gives you a real experience of work and as part of team Great way to get on a pathway to recovery Gives you confidence leading meetings and interviewing staff Gain life skills Great opportunity for paid employment and use experiences For the Service Users:
  • 14. The Benefits of Being Involved SU involvement has provides a global experience and provides a unique view point Feedback from people who have a good idea of what can work and what cant In SU meeting and the telephone conference, there is a lot of value for patients in speaking to somebody who was once in their position For the Member Units and other services:
  • 15. What should SU involvement mean in the future? SU involvement should mean involving users in every aspect of the service being provided to them SU involvement is a marker of a patient centred approach Reviews have shown that involvement in the CPA process and care planning is increasing It should occur on a number of levels: individual care, community/ward level, service level and in wider structures An opportunity to give something back and provides services with a different perspective to use for improvement The real question is: Why shouldnt service users be involved?
  • 16. In Summary... In terms of the Quality Network, it is committed to involving service users at every level of the project and are currently reviewing the work with the aim to further develop and improve involvement. The Team also welcomes any ideas on how we can engage member services in supporting their own service users further.

Editor's Notes

  • #3: Maggie:
  • #5: Service User Experts have been employed with the Quality Network since the second Cycle in 2007 There has been a considerable amount of development and growth over the years This year stated with 13 SUE, however this has decreased to 9 due to changes in personal circumstances Cycle 8 Although SUE were scheduled on to 100% of reviews and SUTCs, there have been a absences or calls that could not be facilitated SUTC: Failed to meet 100% because of units not being prepared at the time of the call and not being able to provide a patient to participate Peer-reviews: Absences are due to sickness and change of leave status of SUE at short notice.
  • #6: RECRUITMENT - SUE is a job role, therefore we have a full JD and PS, we shortlist, interview and there is a contract - Each year the Quality Network has advertised across member services for SU experts to apply for the role. - Recruitment of service user experts has been inclusive. We have taken applications and accepted service users who are at different points in their recovery. Some service users need to be escorted, others have been discharged from hospital and are living in the community and some have been recalled to hospital whilst being service user experts. In the recruitment for 2013-2014 we required an ability to travel without escort for the first time. INDUCTION As above, and role plays and presentations from existing SUE SUPPORT Annual contingency planning by 4 way conversations Yearly reviews, see how it is going on both sides, give feedback and suggestions
  • #7: SUTC - SUEs ask the questions and there is a member of the project team on the line to take the notes. - The standards were developed into questions by the SUE Team to make the calls more patient focused and more conversational REVIEWS- Form part of the review team just like any of the other team members there - Chair the service user meeting so that again it is service user to service user Team are very responsive and are able and eager to cover reviews if needed
  • #8: ADVISORY - Two standing SUE Representatives and a back up representative - Report on reviews and SU Experts work - Feedback any information from the SU support meetings Offer SU Expert opinion on the advisory group and advise on new projects, standard consultations and any future plans. EVENTS -The Quality Network holds a number of workshops each year, based on an area of challenge -Service User Experts can attend to give their opinion during the discussions and/or they are able to present on the topic -The Quality Network holds an Annual Forum for each of the networks -Service User Presentation initiatives from the year NEWSLETTERS - STANDARDS -
  • #9: CONSULTANCY -In close consultation with project team, advisory group and service user experts to review and provide recommendations in the form of a written report on specific aspects of the service user expert involvement in the Quality Network s. Key responsibilities of the consultant will be to: -Review the purpose and role of service user experts, job description, recruitment procedure, contingency planning policies and procedures, provide full specification of training needs of project team, and to develop a proposal for role specification and job description of a service user expert coordinator. Report back end march TRAINING -trying to provide more training to help with the job
  • #11: Units themselves have a range of ways that they can involve service users: from food forums, to patients council, to voluntary decorating of ward areas. These are some of the ways the QN tries to involve service users.. This is an area in need of improvement and the Network would welcome any ideas to further increase this.
  • #12: -SUTCs no designated patient ready and not ready at the time that was planned. Discuss how it affects you as SUEs (e.g, have to prepare and be ready for it, might have to rearrange the call and move other commitments to do this.
  • #14: The benefits of involving service users for service users Although this focuses on involvement within the QN, the benefits will be similar in any organisation
  • #15: If for any reason service users are not able to attend a review, the Project Team always receive feedback that the SUE was missed and their presence is seen as a vital part of the day.
  • #16: No decision about me without me What do you think service user involvement is and where do you think it needs to be improved? (within the project or globally) Discuss that the real question is why shouldnt service users be involved? and the answer is that there is no answer reason why they shouldnt be
  • #17: The Quality Network is committed to involving Service Users at every level of the project, however we are aware that there is always room for improvement. The Team are eagerly awaiting any recommendations made from the consultancy report and welcome any suggestions on ways we can further develop our service user work.