St. Vincent s Hospice

Transcription

1 St. Vincent s Hospice Which service area did the work take place in? Primary care/acute/hospice/ etc aim of involving patients /carers? To improve patient / To measure patient satisfaction/ To improve services Which organisations did you work with to undertake work? Clinical Governance/ National patient survey/ Carer groups approach that you took? Patient Experience/ Focus Group/ Surveys/Feedback postcards How was the work evaluated? Analysis of data/ Audit/ Reports outcome? Patients and carers more empowered/ Accessible developed Will this work be repeated in the future? Annually/ Never/ Formation of St Vincent s Hospice Community Voice Team Development of SVH Participation Policy. Meet strategic objective; Work with and listen to our local communities to ensure they are involved in how we develop our shape services in the future Those who use our service should work with SVH staff to develop and review SVH first Participation Policy SVH staff, service user and Scottish Health Council to develop group. SVH staff, volunteer and service user. Scottish Health Council Participation Group. Short life working group to work on policy. Use of Voices Software and reports will be reviewed by Clinical Effectiveness and Clinical Governance. Policy is now ready for first review. Recruitment phase completed. Plans to meet monthly the second meeting has taken place. Not yet available The work is ongoing. Will consider after review.

2 St. Vincent s Hospice Development of generic patient and family questionnaire will be rolled out from Nov Development of comments cards to be used all Hospice Services. Measure satisfaction with experience of Hospice services. To measure satisfaction nd help improve services. SVH Scottish Health Council Participation Toolkit SVH Scottish Health Council Participation Toolkit Short life working group consisting of staff. Feedback from patients, families, volunteers, staff and Hospice Community Voice Team. Paper version ready to begin roll out Nov 2015 electronic version ready to be used by end of 2015 Short life working group consisting of staff. Feedback from patients, families, volunteers, staff and Hospice Community Voice Team. Paper and electronic versions ready to be rolled out before end of Will be evaluated early in 2016 with the help of the Hospice Community Voice Team Will be evaluated early in 2016 with the help of the Hospice Community Voice Team Not yet available About to be implemented so not yet available Will consider after review. Will consider after review.

3 St. Vincent s Hospice In patient unit Consultation on Bathroom replacement. Sitting room redecoration. Consultation on redecoration of Reception area and Quiet room Consultation on Garden Project Meet strategic objective; Work with and listen to our local communities to ensure they are involved in how we develop our shape services in the future Meet strategic objective; Work with and listen to our local communities to ensure they are involved in how we develop our shape services in the future Meet strategic objective; Work with and listen to our local communities to ensure they are involved in how we develop our shape services in the future SVH Ward Manager SVH CEO SVH CEO Plans with space for comments displayed in IPU area. Plans with space for comments displayed. Patients, staff and visitors had an input to these refurbishments. The ward manager collated the comments on the refurbishment. Yes.

4 St. Vincent s Hospice Questionnaires to patients and families CNS Team Measure satisfaction with experience of Hospice service. SVH CNS and CEF. Questionnaires distributed to patients at visit with prepaid envelope to return to Director of Care. Using SVH Clinical Effectiveness and Audit Project Record. Poor return but positive comments. The process is under review. Questionnaires to patients and families in IPU. Measure satisfaction with experience of Hospice service. SVH Ward Manager Questionnaires to patients and families Still to be evaluated for last round. Location of the questionnaires needs to be in each patient s room to allow a better response. The process is under review. Collecting verbal feedback from patients and families IPU Team. Measure satisfaction with experience of Hospice service. IPU Manger and Ward Sister Team recording feedback received. This is not recorded often. Ward sister has collated this sporadically. Perhaps another form of feedback would be more beneficial? Questionnaires to patients, clients, families using Patient and Family Support Team services. Measure satisfaction with experience of Hospice service. SVH PFST Leader Questionnaires distributed to patients at visit with prepaid envelope to return to Director of Care. Still to be evaluated for last round. The process is under review.

5 St. Vincent s Hospice Questionnaires to those taking part in Day Hospice Exercise Class. Inpatient Unit Weekly (now monthly ) Assurance Checklist Primary care/acute/hospice/ etc Which service area did the work take place in? Measure satisfaction with experience of Hospice service. Find out if people felt benefit from exercise. Measure satisfaction with experience of cleanliness at the hospice. To improve patient / To measure patient satisfaction/ To improve services aim of involving patients /carers? SVH Day Hospice Physiotherapist and Volunteer Physiotherapist SVHfacilities staff. Clinical Governance/ National patient survey/ Carer groups Which organisations did you work with to undertake work? Questionnaires distributed to those attending. Asked verbally when responses walk round takes place displayed publicly in IPU. Patient Experience/ Focus Group/ Surveys/Feedback postcards approach that you took? By Physiotherapist Using SVH Clinical Effectiveness and Audit Project Record. It is evaluated by the infection control group quarterly and included in the Clinical Governance Report. Analysis of data/ Audit/ Reports How was the work evaluated? Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care Positive reports back from group. Information available to anyone visiting the IPU. Will be evaluated in Patients and carers more empowered/ Accessible developed outcome? People have reported that they are not keen on questionnaires so other forms of feedback will be considered. Yes it is ongoing. Annually/ Never/ Will this work be repeated in the future?

6 Marie Curie Hospice Glasgow Which service area did the work take place in? Primary care/acute/hospice/ etc aim of involving patients /carers? To improve patient / To measure patient satisfaction/ To improve services Which organisations did you work with to undertake work? Clinical Governance/ National patient survey/ Carer groups approach that you took? Patient Experience/ Focus Group/ Surveys/Feedback postcards How was the work evaluated? Analysis of data/ Audit/ Reports outcome? Patients and carers more empowered/ Accessible developed Will this work be repeated in the future? Annually/ Never/ Marie Curie Hospice Glasgow Marie Curie Hospice Glasgow To measure patient satisfaction with services. To use feedback to adapt/change/inno vate services. To improve services, to give constructive feedback to Marie Curie staff on both positive and negative feedback from patients. National Marie Curie initiative Clinical Governance Groups in Hospice (Quality, Patient & Family Forum) Quarterly (Clinical Governance Group) & Quarterly Divisional Quality Group which reports to National Clinical Governance Group within Marie Curie RealTime Feedback (on ipads) posted feedback. Record and archive all complaints, incidents & compliments (eg cards, letters & s). Also feedback from bereavement groups. Analysed centrally in Marie Curie and benchmarked against other Marie Curie services. National Quarterly report developed & shared with individual Hospices Reports produced quarterly & actions taken via Quality Clinical Governance Group. Action taken by Quality Group on areas for improvement & also to celebrate good practice & understand what helps patients and carers. process.

7 Marie Curie Hospice Glasgow Marie Curie Hospice Glasgow To celebrate good practice & improve services Quality Group you said, we did feedback on general noticeboards in Hospice. Fed into Quarterly report. Action taken via Quality Group. Marie Curie Hospice Glasgow / CHAS To develop closer working relationship with CHAS. To listen to patients, families & carers views on how Marie Curie Hospice can help young adults in transition from childrens to adult palliative care services. Quality Group A scoping exercise in November 2015 and January 2016 to meet with young adults, their families and carers. Work currently in progress no evaluation as yet. Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care Initial meeting positive and focused on community / day services. next meeting January 2016.

8 St. Margaret of Scotland Hospice Which service area did the work take place in? aim of involving patients /carers? Which organisations did you work with to undertake work? approach that you took? How was the work evaluated? outcome? Will this work be repeated in the future? Primary care/acute/hospice/ etc To improve patient / To measure patient satisfaction/ To improve services Clinical Governance/ National patient survey/ Carer groups Patient Experience/ Focus Group/ Surveys/Feedback postcards Analysis of data/ Audit/ Reports Patients and carers more empowered/ Accessible developed Annually/ Never/ Hospice Real time Evaluation To evaluate patient and carer experience of Hospice Services Hospice Senior Nurse Management Team Face to Face real time evaluation through discussion and family meetings Any issues raised/comments made are managed at source and followed up through Documented in patient notes. Themes are discussed at the Hospice weekly Senior Management Team meeting Patients and Carers feel cared for that their thoughts, feelings and preferences are important they have the opportunity to share any thoughts/ feelings and have questions / needs addressed they have the opportunity to share what we are doing well and areas where we Continuous

9 St. Margaret of Scotland Hospice Hospice Patient Satisfaction Survey & Carer Satisfaction Survey To evaluate patient and carer experience of using Hospice services across the following themes Quality of Information The Environment Care and Support Staffing Management and Leadership Patients Carers Families Hospice Clinical Governance Group Senior Management Teams Clinical and Non Clinical Teams Satisfaction Survey Analysis of data and presentation to Hospice Team published on smh.org.uk included within Hospice submission to HIS (Healthcare Improvement Scotland) could improve the service they receive Team members feel guided by patient and carer preferences which provide focus and strengthen the person centred approach. Patient and carer empowerment and inclusion in service delivery and development Twice per year

10 St. Margaret of Scotland Hospice Hospice Hospice Cat out of the Bag Session To evaluate carer and family experience of end of life care across the following themes Quality of Information The Environment Care and Support Staffing Management & Leadership To allow hidden elements of patient needs, concerns and wishes to emerge Carers Families Hospice Clinical Governance Group Senior Management Teams Clinical and Non Clinical Teams Hospice MDT in the first instance Social Worker Medical Team OT Physio CNS Chaplain Psychotherapists Day Hospice Team will collaborate with external groups/bodies when required. Satisfaction Survey Patient Group It is evaluated realtime by those in attendance patients, staff and volunteers An increased awareness of Generic needs Peer coping strategies Peer understanding and experience of living with serious illness Professional insight into patient experience and requirements It is a session offered at the beginning of each Day Hospice Day!

11 St. Margaret of Scotland Hospice Hospice Hospice Education Programme To provide on Hospice, palliative and end of life care Hospice MDT with the involvement of other bodies as and when required Open Events Clinical Lunch & Learn Sessions Psychosocial Lunch & Learn Sessions Introduction to Palliative Care Course Each event/course has a formal evaluation form alongside a discursive evaluation of Learning points Experience Wish to remember Members of the general public and professional partners feel part of the Hospice and feel they can take the principles of Hospice, palliative and end of life care to other settings. Open Events are monthly All aforementioned courses will be delivered twice per year Loss Grief and Bereavement Hospice Patient Focus Groups To provide real time evaluation of Day Hospice experience To provide patient participation opportunities in the development of Hospice Service Information Leaflets Edwina Bradley Day Hospice Team Developing Emotional Resilience Focus Groups This is a continuous process involving all patients who wish to be involved. The evaluation is realtime/face to face when patients describe their appreciation and delight of being involved. Patients feel Valued Part of the Hospice Team Integral to Hospice developments Their voice and experience is shared through leaflets Continuous

12 St. Margaret of Scotland Hospice Hospice Social Media To Raise public and professional awareness of Hospice, palliative and end of life care Sooth and comfort friends who are grieving or experiencing difficulty Inspire the general population by sharing philosophical quotes, thoughts and practices Generate engagement and general interest in what we do Evaluation of services received and how good Hospice Team Communications Officer Facebook Friends current and previous service users, professionals, corporate partners and members of the general public. It s a team effort! Facebook posts and introduction to national campaigns Evaluation is instantaneous, we see what people post, message, respond to and share. The outcome is an engaged population who feel connected to the Hospice and valued as our contributors. Continuous

13 St. Margaret of Scotland Hospice we were at doing what we said we would. Short Case Study Films To: Provide opportunity for patients, families and professionals on experiential placement to share their story of being involved with the Hospice Inspire and educate patients and families who are unfamiliar with Hospice care Dispel the myth of who we are, what we do and the purpose of Hospice Hospice Team in partnership with an external film production company. Films Evaluation is instantaneous as the aim is achieved through story telling. The person has had the opportunity to share their story and their story has mattered. Feedback from the audience both face to face and via social media.

14 St. Margaret of Scotland Hospice Outline the benefits of a palliative approach to the person, families, carers and professionals. Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care St Margaret of Scotland Hospice East Barns Street Clydebank G81 1EG

15 East Dunbartonshire Which service area did the work take place in? District Nursing aim of involving patients /carers? To measure carer satisfaction in respect of end of life care by District Nursing services in order to identify service improvements. Which organisations did you work with to undertake work? Clinical Governance approach that you took? Carer questionnaires How was the work evaluated? Audit reports with quantative and qualitative data outcome? Some changes in practice e.g. in hours DN mobile telephone number given to families of patients who are receiving end of life care. Will this work be repeated in the future? Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care

16 Inverclyde Which service area did the work take place in? Primary care/acute/hospice/ etc aim of involving patients /carers? To improve patient / To measure patient satisfaction/ To improve services Which organisations did you work with to undertake work? Clinical Governance/ National patient survey/ Carer groups approach that you took? Patient Experience/ Focus Group/ Surveys/Feedback postcards How was the work evaluated? Analysis of data/ Audit/ Reports outcome? Patients and carers more empowered/ Accessible developed Will this work be repeated in the future? Annually/ Never/ Ardgowan Hospice ACCESS Service To evaluate the Relaxation Service Not applicable Evaluation Forms provided to service users (both patients and carers) Summary of findings Modifications to service Yes Ardgowan Hospice ACCESS Service To evaluate the Day Support Service Not applicable Day Support Service evaluation forms Summary of findings This work will inform the redesign of day services currently underway Ardgowan Hospice ACCESS Service To ascertain service user opinions / concerns around delivering services at satellite sites. Not applicable Consultative workshop on extending the ACCESS Service to other locations around Inverclyde Summary of findings This work will inform the redesign of day services currently underway Yes

17 Inverclyde Ardgowan Hospice Breathlessness Management Service (Also Bereavement Support and Complementary Therapies services) Ardgowan Hospice In Patient Unit To assess the value of the service to service users and to identify potential improvements To test the What matters to me methodology for use with hospice service users Local respiratory specialists were interviewed as part of the review of this service Advice was sought from other organisations which have already implemented the process Semi structured interview with service users & Process mapping What matters to me interviews and diagrams Summary of findings Review of pilot This work will inform the redesign of day services currently underway Intention to extend the process to other users of hospice services Yes Yes, following full implementation Ardgowan Hospice In Patient Unit To develop a forum for feeding back progress on suggestions made by service user s Advice was sought from other organisations which have already implemented the process You said, we did board in the inpatient unit Review of pilot Intention to continue the initiative in the IPU and extend to other service areas Yes, following full implementation Ardgowan Hospice Continuous Improvement Team To review the referral process from community and hospital services to hospice services Consultation involves GPs, DNs and hospital staff Interviews with service users and other key figures in the process & Process mapping This is an ongoing (2 year) project To be confirmed

18 Inverclyde Your Voice Community Care Forum To engage with the public on matters of concern around palliative care In conjunction with Inverclyde Palliative Care Planning and Implementation Group Quarterly meetings of Secondary Discharge, Palliative Care and End of Life Care Sub group Findings are fed back to Palliative Care PIG for further action Concerns are incorporated into the local Palliative Care Action Plan Action Plan is updated every two years. Community Nursing To continuously monitor serviceuser experience Not applicable Patient Experience questionnaire collected by DN Teams Findings reviewed at staff meetings Inverclyde Health and Social Care Partnership To capture individual service users stories Not applicable "Tell us your story cards " at main health centres Evaluated centrally at GG&C level Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care

19 North East Glasgow Which service area did the work take place in? Primary care/acute/hospice/ etc aim of involving patients /carers? To improve patient / To measure patient satisfaction/ To improve services Which organisations did you work with to undertake work? Clinical Governance/ National patient survey/ Carer groups approach that you took? Patient Experience/ Focus Group/ Surveys/Feedback postcards How was the work evaluated? Analysis of data/ Audit/ Reports outcome? Patients and carers more empowered/ Accessible developed Will this work be repeated in the future? Annually/ Never/ Primary Care working closely with colleagues in Acute hospitals and hospices To improve current service and monitor patient/ carer satisfaction Marie Curie Nursing Service including MC Business development Team and expert voices group & NHS Direct patient/ carer experience. Patient/ carer survey s Focus groups for professionals. Data bases used were Meridan and Survey Monkey Feedback is analysed and themed. Data collected with regular reports Improvements to current service. Additional team of carers and Discharge nurse, increased hours of service provision till Expansion across Glasgow city from original project area North Glasgow. Data and feedback is monitored quarterly and reported on to commissioners

20 North East Glasgow Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care

21 NORTH WEST GLASGOW Which service area did the work take place in? Primary care/acute/hospice/ etc aim of involving patients /carers? To improve patient / To measure patient satisfaction/ To improve services Which organisations did you work with to undertake work? Clinical Governance/ National patient survey/ Carer groups approach that you took? Patient Experience/ Focus Group/ Surveys/Feedback postcards How was the work evaluated? Analysis of data/ Audit/ Reports outcome? Patients and carers more empowered/ Accessible developed Will this work be repeated in the future? Annually/ Never/ Primary Care To improve patient / To measure patient satisfaction/ To improve services NW Palliative Care forum Patient /carers Patient Experience feedback leaflets Shared with other groups Nurses and GP PPF Invited to group Reps took feedback to their forum to share best Practice /,work just started Cascading Two forum to feed into group and public forum concerns Gain patient feedback through distributing survey 12 per month feedback to staff at meetings Any areas for improvement will be actioned yes Use of thinking ahead and making plans leaflets Patients /carers Share with families and staff who care for the patients Opens discussions Hopefully provides opportunity for discussion of care yes

22 NORTH WEST GLASGOW Recent NW event for Palliative care Public partnership forum members Open event for staff and those interested in palliative care Sharing of best Practice and also The gathered was feedback to the wider PPF Executive Group Adapted from National Council for Palliative Care: A guide to involving patients, carers and the public in Palliative Care Shared with other members of the group they represent on the PPF Yes,hopefully in 2016 Spring