West London Mental Health Trust Service User Involvement Forum DRAFT Minutes of the Meeting held on Tuesday 11th May 2010

Transcription

1 West London Mental Health Trust Service User Involvement Forum DRAFT Minutes of the Meeting held on Tuesday 11th May 2010 Held in the Conference Room, Regional Secure Unit, Ealing Site Present: JT Mr Peter Cubbon Ms Barbara Wood Mr Tony Hopkins Ms Wendy Myerson Mr Mike Loosley AM KRM PO EB PD Ms Anne Aiyegbusi Ms Margaret Rioga Mr Vushe Hove Ms Nicole Rice CR Mr John Viner IS SC RS Mr Brandon Ernest Mr Luke Chiswell Ms Sarah Garni Ms Lucy Mcgee Ms Tara Ferguson-Jones Ms Val Rudduck Ms Una Kallis Ms Lynne Read Ms Sarina Martin Ms Pat McGrath Apologies: Ms Anne Chapman Mr Nigel McCorkell Mr Ian Kent Ms Barbara Byrne Ms Ruth Lewis Mr Andy Weir Mr Steve Trenchard Ms Maria Harrington Ms Sue Cumming Mr Allen Howe Ms Laura Hurley Mr Kieran McCann Ms Sharon Moreton Mr John Brereton AD Ealing Service User /Chair Chief Executive Director of Estates and Facilities Clinical Improvement Manager, Broadmoor SDU Ealing LINks Ealing User Involvement Project Ealing Service User Head of Nursing, West London Forensic Services Service User and Carer Co-ordinator West London Forensic Services Service User and Carer Co-ordinator West London Forensic Services Hammersmith and Fulham MIND Hammersmith Service user Hounslow User Involvement Lead Hounslow User Involvement Hounslow User Involvement Service User High Secure Services Escort, High Secure Services Escort, High Secure Services OPS Lead Hounslow SDU Director of Communications Deputy Director of Communications Clinical Lead, Time to Care Project Lead, Time to Care Assistant Director, Primary Care Head of Clinical Effectiveness & Audit Volunteer Services and PPI Manager/Minutes Non Executive Director Chairman Deputy Chief Executive Director of Finance Director of Human Resources & Organisational Development Director, West London Forensic Service Director of Nursing and Patient Experience Associate Director of Clinical Governance Head of Patient and Public Involvement Associate Director, Estates and Facilities Hammersmith and Fulham MIND Service Manager, Ealing SDU Ealing CAMHS Ealing CAMHS Service User Ealing Older People s Service 1

2 Ms Alison Hoble JC Mr Derek Duggan Day Services Manager, Hounslow Hounslow Older People s Service Hounslow LINks Item Minutes Action 1. The meeting was opened and chaired by JT. Apologies were received. Mr Cubbon also gave apologies on behalf of Trust Directors who were required to attend an Audit Committee Workshop in the afternoon. Mr Cubbon agreed to check and clarify if the Trust wide user forum dates clash with any future dates of the (F&P) Finance and Performance Committee. Mr Cubbon 2. Minutes for the previous meeting held on 18 th January 2010 AD s request for amendment to Section 8 Funding arrangements was read out : Ms Byrne reported that the post of Operations Manager OPS had been discontinued. AD asked if this was the start of the break up of Older People Services. Mr Kent gave an assurance that there were no such plans and that the decision had been made solely on economic grounds The minutes were then agreed as an accurate record subject to additional minor amendments which were requested and actioned Matters Arising Service user involvement in Consultant Psychiatrist interview panels Mr Hopkins reported back on behalf of Mr Noak, who had written a paper for the Service user group and the senior management team at High Secure Services. The service supports the concept and the principles of involving service users in Recruitment and how this is managed. Mr Hopkins noted that issues are more complex and there are specific issues around media intrusion on the service user and the impact on service users and family. The issue had been raised with the local user forum the previous week and it was agreed to explore further with local users. The team are working through a risk table of different staff posts and considering how to involve service users. PO reported that he had enjoyed contributing to the pre interview stage for consultants and would be keen to attend an interview panel. ML clarified that Mr Cubbon had made a very clear statement with regards to service user involvement in these panels. Mr Cubbon will follow this issue up as he again stated that he expects that service users and carers should be involved in interview panels for all staff, including doctors. Mr Cubbon confirmed that all appointments within the Trust will be available for Service User / Carer involvement - throughout the appointment process. Mr Cubbon acknowledged that some services have complex issues but that certainly it should be achievable without too much difficulty in a non-forensic setting. ML reported that service users attend the training but he has not received any requests for service users to sit on recruitment panels. The Service User and Carer Involvement in recruitment protocol has not been amended to reflect that there will be representation on recruitment panels for consultants. Access to Information Technology for service users AM reported that he met with Ms Blake with regards to accessing computers. He recommends that the Trust review the public and patient access to internet technology. Patients need effective access and he questions whether the Trust needs to protect Trust reputation at all costs as lists in the policy interferes with effective access. There was a short discussion about filtering systems. Is there an Mr Noak to provide a further update Mr Cubbon Ms Cumming to amend 2

3 opportunity for service users to comment on the internet policy? Ms T suggested that this issue be raised as any other business at the end of the meeting. Due to time constraints this item was not discussed any further Laptop computer issue in High Secure RS confirmed that this has been resolved and did not feel it needed to be discussed here. JT thought it might be useful at some later date to have feedback about this. Fresh Air Policy AM requested confirmation that the Trust will implement the Fresh Air policy to ensure that patients do have access to fresh air. JT reported that changes made to the women s ward at Ealing, the change in staff to patient ratio, reduced staffing levels, and overcrowding is having an impact. Service users report they are not allowed off ward on a regular basis; this has an implication for access to fresh air. AM reflected on the focus on budget considerations and poor consultation with service users. He wondered whether they should consult with the SHA or the DOH to clarify on the required standards for consultation. JT suggested this item be held to AOB. CR requested if the forum can have a copy of the Fresh Air Policy and to hear what steps the Trust has taken to formally implement it. Mr Trenchard to respond at the next meeting Patient Experience Sub Group Mr Trenchard gave apologies therefore this item was deferred. Service User representation at Trust Committees and Groups A half day event has been booked for Thursday 1 st July for 9am to 12 noon. This will run in the Conference Room, Regional Secure Unit, Ealing site. The meeting requested further details. Ms Cumming to send details of event to local user leads for distribution. Mr Trenchard Mr Trenchard/ Ms Cumming 4. Feedback from the March 2010 Service User Meeting RS reported on the usefulness of the brain storming session that was done on the Privacy and Dignity document. RS reported that there had been discussion about having a time keeper to support the Chair but the meeting felt it was the role of the chair. PD reported that service users were happy with the revised wording of the CPA and that the privacy and dignity document had been taken back to the women s forum for discussion. NR reported that the privacy and dignity document was taken to consultation with service users who liked what was said but there needs to be something tangible. It would be good if it was implemented via the Induction programme, especially with role plays. NR will feedback to Mr Trenchard and Ms Scott. 5. Care Quality Commission (CQC) Action Plan Update Mr Cubbon reported that we are getting better, the action plan is in the high 80 s. The Trust continues to ensure it is embedded as usual in business as usual. We continue to embed through beliefs and values of how we work, how we treat each other on a day to day basis. With regards to CQC there will be a six month review followed by a 12 month close down. The Trust will move to a registration system and a live document will be received quarterly. Mr Cubbon talked of key themes. The Trust is working to ensure changes are embedded effectively and consistently. We are just starting and there is a lot of work to do, it will take a two to three year transition period and we are on track with what is expected, we remain committed to service user involvement and have good staff who want to help to drive things forward. 3

4 JT sought confirmation that the action plan was in response to the CQC and that current efficiency savings and changes were made after this would this affect performance. Mr Cubbon acknowledged that any process comes with change and given earlier comments about the women s ward at Ealing he remains keen to keep an eye on how changes made do impact on staff and service users, that the Trust are working with PCT funding issues whilst continuing to address the modernization agenda. There was a short discussion about the Trust s transition over the next three years given the PCT commissioning and National issues with change of government how all these issues contribute to additional pressures on staff. JT reported that Trust Staff had asked her to report back the pressure they are under. Mr Cubbon acknowledged that staff have spoken to him about this as well, which is why he remains watchful as we have to balance service requirements with the impact on service users and staff. CR referred to the CQC report and his awareness of people sleeping on sofa s, the length of stay on the wards given delays in discharge. Sometimes it takes a small thing and not necessarily costly to effect a significant change in patient experience. Whilst there has been significant change at Board level how will the Trust ensure changes happen at grass roots level and what is the time frame. Mr Cubbon welcomed the involvement of service users as they can give us their ideas and thoughts for simple low cost improvements which we can evaluate. He confirmed that there has been a 75% change on the board, there is no sleeping on sofa s and he described how recent negotiations with a PCT about funding involved discussion about funding and the shaping of services. The Trust are moving in line with National standards with an increased focus on support in community which speeds recovery. ML reported that he had attended a Trust conference at Ealing with regards to staff attitudes all agreed and supported that it was important to work together to improve service. 6. Trust PROMISE Project Ms McGee and Ms Ferguson-Jones gave a presentation Three initiatives were outlined: Service User Art Competition Patient Information Project Values project Service User Art Competition The theme is about recovery and the winning entry will be picked by judges in June. Flyers have been distributed throughout the Trust. Entries will be displayed in the Trust under a joint imitative with Picture Framing at Ealing. There will be a Service User Art Exhibition at the Trust AGM Patient Information project A group has been set up to discuss and review patient information and the team is keen to involve service users and carers. The first meeting of the group has been held to identify key elements and priorities, the aim is for better quality and consistency of information, including making sure we use and learn from the best and turn that into the Trust standard. The process will include service users and carers as readers to review and feedback on 1 st Draft versions of Trust material. There will be payment in line with the Trust service user and carer payment policy. User leads, were requested to contact the Communications team with service user names of those interested. Service User Leads 4

5 ML suggested that user lead details are sent to the communications team. The communications team will arrange for minutes to be sent to the user leads. Values Project The project focuses on setting clear expectations about what behaviour is expected of staff at the Trust how we interact with one another and with everyone who comes into contact with our services. There was a short discussion about how difficult it is to separate attitude from behaviour. Ms McGee reflected that it s easier to change and monitor behaviour as there are process and support mechanisms available. It is also important that staff are informed about what the values of the organization are and how we can demonstrate those values. The reasons for addressing Trust Values were outlined: Need for consistency Better morale Staff recruitment Better reputation Staff pulling in the same direction Moving towards a high performing, high involving Trust The Trust has gathered more than 500 experiences and views from service users, cares, staff and external stakeholders via interviews, workshops and surveys. There was a review of current experiences reported against what values or experiences people desired from the Trust for the future. Four central values have emerged and each one was explored briefly: Responsibility Caring Excellence Togetherness A new Trust statement of purpose or Vision has been agreed as We care to make the difference The team will be meeting with staff across the Trust and with service users. Numerous mechanisms and plans to embed new values were briefly outlined. AM reflected there was a need for care, compassion and respect, and not all staff reflect this. CR felt it was important to understand another s perspective especially when considering Fresh Air policy and CPA. Issues should be discussed on a mutual basis not as separate groups, working towards togetherness. RS reflected that staff can appear to smile and be responsive but they don t really help and their action/inaction reveals their real attitude The meeting wanted to know how the values were going to be made real. Ms McGee confirmed that the Trust is embedding values in polices, systems and processes. They have set mile stones. There will be an online survey to create a measurement baseline, for both staff and service users, with a follow up in 6 months to see what s changed. It will be embedded as part of reward and recognition for staff and via staff recruitment, Trust staff induction, personal development plans, employee of the month awards, quality awards, and small local incentives and in the performance management system. Where staff do not demonstrate values in their behaviour managers will be expected to deal with this. It will take time. There was a short discussion about past staff surveys and what was done in 5

6 response to those, and whether the rewards proposed were actually meaningful? KM thought that change creates anxiety for many and that there are too many changes, there s too much bureaucracy. Values should have been reviewed a long time ago. Ms McGee concluded the session and said that staff need to know what is expected of them. With Trust-wide shared values, they should know what s expected in terms of behaviour and it s up to everyone to start with themselves, to hold each other to account for this, and to reward and praise the good when they see it. There is a lot of good effort, willingness and enthusiasm in the Trust to build on, although it s a huge challenge to achieve this change. 8. Time to Care Project Una Kallis and Val Ruddock attended the meeting to present and support this item. Ms Kallis gave an update. This project started in October 2008 it covers the following : Productive wards programme Star Wards Respect and Responsibly PET (Patient Experience Tracker) Productive wards programme a pilot was set up for three wards and an additional three wards have also been implemented. Ms Scott and Mr Trenchard decided that it would be useful for this to be evaluated. Ms Kallis has been working collaboratively with Consultants (Deloitte) over a six week period to review and refresh the programme. The study aims to increase and accelerate the uptake of the programme. Ms Kallis outlined the method and questions asked. The report and recommendations are due in June 2010 and will be used to relaunch the initiative. IS was concerned about the cost of using consultants and there was a short discussion about this. Ms Kallis confirmed that Deloitte s have a specific expertise in the field having worked with NHS London and the Institute of Innovation and Improvement. They would also provide her with tools for her to use at a later stage. The meeting acknowledged that using a consultant enabled the Trust to get an independent view. PET The Trust are working with Dr Foster to help capture patient experience. Every ward will receive one. Those wards who participated in productive wards already have one on the ward. The set of questions derive from the CQC inpatient survey and an away day was held to discuss and get feedback on questions from service users. AM reported it was a very productive day and attendees achieved a lot. AM wondered if there was a way for this information to be cross referenced with other results. There was a short discussion about over focusing on those results which are positive and not addressing the smaller negative response. VR confirmed that some questions (especially regarding safety ) should have a 100% percent satisfaction rate and the Trust will continue to push to achieve this. Ms Kallis confirmed that questions can change there can be three changes in a year. The recent work shop provided the second new set of questions and another workshop will be held with service user participation to identify the next set of questions. The meeting noted that it was important for service users and staff to work together and not in isolation. RS sought clarification that Questions for High secure services are service specific. Ms Kallis confirmed that there are five questions; three questions are core questions which apply to all services but there are two additional questions 6

7 which are service specific and there is flexibility in changing questions (see above). 9. Physical Healthcare Strategy Implementation Plan Ms Read attended to support this item. As the meeting was a bit behind schedule it was agreed with the Chair that this item would be postponed until the next meeting Any Other Business (AOB) AM addressed cutbacks in Ealing SDU. He reported concerns that a sub committee had been organized and that only the user Involvement Lead (ML) was invited to attend and that the Service Director had requested that service users do not attend as ML represented service users and there was confidential content to the meeting. ML confirmed that the Service Director had called for a group meeting and he was invited but told information was confidential, but there are no confidential items. ML requests a list of all working groups at Ealing SDU so that the user involvement group can nominate service users to attend There was a short discussion about cuts and the inconsistency of information and consultation. Mr Cubbon confirmed that here are a number of proposals and implementation plans this year but also the three year plan which must have input from staff, service users and carers. He acknowledged the need for a bottom up approach. Mr Cubbon will confirm and clarify that senior teams and managers have in place plans to involve service users when discussing the three year plan but is not able to unpick decisions made by managers. JT was concerned that decisions are ill thought through and everyone suffers. Mr Cubbon acknowledged that the Trust is called to work collaboratively whether with service users or PCT s when identifying what services and standards are required given funding - he reported a recent success when exploring funding issues. This is balanced against national and sector cuts which all Trusts are facing. The meeting held a short discussion on commissioning and the issues facing commissioning and engaging the wider community. Date of Next meeting 13 July 2010 Broadmoor Hospital Time 12.15pm - 2pm Main Forum, 2-3pm Service User Meeting Venue: Central Hall, Broadmoor Hospital. If you have anything for the agenda please let Ms Cumming know as soon as possible: Telephone: sue.cumming@wlmht.nhs.uk Address: Clinical Governance Department, Magnolia Way, Uxbridge Road, Southall, Middlesex UB1 3EU Mr Cubbon 7