J SOMERSET PARTNERSHIP NHS FOUNDATION TRUST PATIENT AND PUBLIC INVOLVEMENT 1. SUMMARY 1.1 This is a summary of the Patient and Public Involvement activity for the Trust over the period from 1 July 30 September 2014. 2. PATIENT AND PUBLIC INVOLVEMENT GROUP 2.1 The Patient and Public Involvement Group met on 16 October 2014 and discussed: quarterly Reports for Complaints, Compliments and PALS; Triangle of Care; communications and media; equality and diversity; mental health inpatient and community services patient surveys and action plans; Friends and Family Test results; Progress on the Trust s Patient and Public Involvement Strategy; other PPI issues and feedback given to Trust Governors. 3. GOVERNOR ACTIVITY 3.1 The PPI Group is the principal forum through which feedback from Governors visits, meetings and other activities is considered by the Trust. 3.2 At its meeting on 16 October 2014 the Group received a report from Governors: Jill Meikle had attended the South West Governors Engagement Network meeting which had received a presentation by the Chief Executive of Salisbury NHS Foundation Trust updating progress on changes in the NHS and by a Director of West of England Academic Health Science Network (AHSNs) outlining the work of AHSNs and detailing work by the West of England network on Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 1 -
J use of magnesium sulphate to reduce the risk of cerebral palsy in pre-term babies, which showed a remarkable reduction in incidence of the disease; Jill Meikle had also attended the Ilminster Carers Group Arts & Crafts Exhibition Preview and had spoken to Jeremy Browne MP about the importance of the carers role and the impact that caring for patients in the community has on carers; Governors continue to attend Health Forums held within local Federations. 4. PATIENT AND PUBLIC INVOLVEMENT GENERAL UPDATE 4.1 The Trust undertakes a range of activities to promote the work of the organisation and to gather feedback on services through wider engagement. Healthwatch Somerset 4.2 Healthwatch Somerset is the independent patient organisation for Somerset. This quarter the Trust has supported Healthwatch s Roadshows in its community hospitals across the county. The PALS specialists have accompanied the Healthwatch staff and volunteers in every community hospital, gathering views of patients and families. Health Forums 4.3 The Somerset Health Forums are hosted by the nine Somerset GP Federations. Governors and Trust staff continue to attend Health Forums around the county. 4.4 In the current cycle of Health Forums, the focus is on the Community Services Review and the Autism Strategy. Engagement Workshop with Taunton Deane Disability forum (Compass Disability) 4.5 The Patient Experience Manager attended the Taunton Deane Disability Forum on 24 September 2014 and ran an engagement workshop, getting feedback from patients about the Trust s services. The feedback received is included in Appendix 1 to this report. There were many positive comments, particularly about staff. 4.6 What are we doing well? (Feedback from Taunton Deane Disability Forum) kind staff nurses, volunteers and consultants, doctors; communication with patients has improved; Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 2 -
J diabetes clinics; 4.7 What could be improved? (Feedback from Taunton Deane Disability Forum) discharge planning; access and consideration for partially-sighted and disabled people. 5. SURVEYS AND AUDITS Friends and Family Test 5.1 In community hospitals: during September 2014 the Trust achieved a response rate of 47.0%; the cumulative response rate for the period of 1 April to 30 September 2014 was 50.1%; for the period 1 April to 30 September 2014 the net promoter score was +73.3. 5.2 In Minor Injury Units: during September 2014 a response rate of 50.5% was achieved; a cumulative response rate for the period of 1 April to 30 September 2014 was 53.4%; the net promoter score during September 2014 was +76.7 and for the period 1April to 30 September 2014 the net promoter score was +75.8. 5.3 The overwhelming majority of comments left were again positive, covering a range of topics, particularly: staff; facilities; food; waiting times; cleanliness. 5.4 A table showing net promoter scores is attached as Appendix 2. Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 3 -
J 5.5 New guidance on the implementation of the Friends and Family Test in mental health and community health services has been published. From January 2015 the Trust will need to implement the test across all of its services. There will be no target response rates but there will be a mandatory requirement to offer the chance for free text feedback as part of the process. This will mean that the Trust will no longer be able to use the token system currently being used in Minor Injury Units. 5.6 The Trust is signed up to a CQUIN to introduce the test into mental health inpatient areas from October 2014 and this has already commenced across all the mental health wards. 2014 Mental Health Community Patient Survey 5.7 The results of the 2014 community mental health patient survey have been published by the Care Quality Commission (CQC). A copy of the summary report is attached as Appendix 3. 5.8 The Trust scored above national averages in five areas, from responses of 263 people out of a sample of 850 (32%): for being given enough time to discuss their needs and treatment; for the person or people seen most recently understanding how their mental health needs affect other areas of their life; for those told who is in charge of organising their care, being able to contact this person if concerned about their care; for those for whom the people they see for their care changed in the last 12 months, that their care stayed the same or got better; for those for whom the people they see for their care changed in the last 12 months, knowing who was in charge of their care during this time. 5.9 The Trust was the highest scoring Trust nationally for patients knowing how to contact their care co-ordinator (10/10); managing changes in who is in charge of a person s care (7.8/10). The Trust did not score below national averages in any areas but its scores for crisis care and providing support for patients in other areas of life were lower (albeit in line with national averages). 5.10 Although the criteria of questions have changed from 2013 - so the CQC say that the detailed survey responses are not comparable - overall the Trust scored 7.7/10 for its community mental health services. This compared to 6.8/10 for 2013. Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 4 -
J 5.11 The Trust was cited in the CQC national summary report as one of eight trusts with high numbers of questions where their performance is better than expected. 2014 Mental Health Inpatient Survey 5.12 The Trust also commissions Quality Health to undertake a survey of inpatients each year. The results of this survey is not required by the CQC and is not nationally benchmarked but is benchmarked against the other Trusts who commission Quality Health. 5.13 This year the survey was only responded to by 35 patients (63 last year). 5.14 The results showed a consistently lower score across all areas than in the previous year and compared to other Trusts and the areas of concern were similar (access to activities, contact with psychiatrists, involvement in care planning). 5.15 Overall 60% of patients (21 people) said they found their overall inpatient care good or better. This compared to a 71% benchmark and a score of 74% in 2013. 5.16 The PPI Group felt that the sample was too small for it to be meaningful and recommended that the Trust did not commission this survey in future (unless nationally mandated) but look to the new Friends and Family Test and supporting patient involvement to provide assurance on patient experience in inpatient wards. Patient Satisfaction Survey for Low Risk Diabetic Podiatry Treated Under Any Qualified Provider (AQP) 5.17 This survey was undertaken to assess the satisfaction of podiatry patients with the services they received under the Any Qualified Provider (AQP) pathway for patients with low risk diabetes. 5.18 The survey clearly demonstrates a high level of satisfaction with the Podiatry Any Qualified Provider (AQP) pathway for patients with low risk diabetes. 5.19 Positive comments from patients: well informed specialist. She was very clear polite and motivated. I learnt a lot from the lesson. Thank you and well done; very patient and informative; also helpful; good attention and gave me confidence that I could come back if I need to; everything explained during examination - very gentle with Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 5 -
J dressing wound; seen soon after referral and podiatrist was calm and efficient, friendly and professional. Good advice and assessment. I felt I had been listened to and the resulting advice was just what I needed to alleviate my concerns. Thank you; both podiatrists were courteous, kind and extremely helpful; lots of pain before seeing service - no pain now score of ten before. MSK Physiotherapy Shared Decision Making Survey 5.20 An evaluation of patients experience of their physiotherapy, in particular the degree to which they felt involved in decisions regarding their care. 5.21 Patients seen during five weeks within the South hub in the autumn of 2013 were invited to complete a questionnaire after receiving treatment and 315 responded. 5.22 A total of 315 completed questionnaires were collected. 5.23 Patients at Chard, South Petherton and Bartec overwhelmingly reported that they felt they were given an opportunity to discuss what was important to them and that they felt involved in making decisions about their care. This is an encouraging finding as it is key to the shared decision making process. 5.24 The survey clearly demonstrated that patients were helped to understand their health condition; the management options (including advantages and limitations of different options) were discussed; they were given an opportunity to ask questions and discuss what was important to them. Respondents were generally less confident that they had chosen the right treatment/management option for them, but this may be due to the fact that they were asked to complete the questionnaire immediately after the first consultation. School Nursing User Experience Survey 5.25 A user survey of the School Nurse-led clinics held in secondary schools and the community in November 2013 evaluated ease of access and privacy; and the approachability and helpfulness of the nurses. 5.26 Overall the responses were positive: respondents were happy with where they saw the School Nurse; access to clinics was easy; they felt the nurses were approachable and helpful; the majority would be likely to recommend the service to family and friends. Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 6 -
J 5.27 Recommendations include encouraging more male users of the service to give feedback on their experiences of accessing School Nurse services. 6. COMPLAINTS 6.1 There were 32 complaints received in Quarter 2 2014/15. This is a decrease of two from Quarter 1 2014/15. 6.2 The breakdown by month is as follows: July 2014 August 2014 September 2014 13 complaints received 8 complaints received 11 complaints received 6.3 The Trust has maintained a 100% compliance rate of acknowledging complaints within three working days in Quarter 2 2014/15. 6.4 Of the 32 complaints received in Q2 2014/15, 23 have been responded to with 15 responses being completed within the Trust s target timeframe of 25 working days. Eight responses took longer than the target timeframe. 6.5 One holding letter was sent as the investigating officer needed to wait for a staff member to return from annual leave before being able to finalise the response. 6.6 During Quarter 2 2014/15, 14 complaints were risk graded as very low risk, 16 were graded as low risk and two was graded as moderate risk. 6.7 Of the 32 complaints investigated in Quarter 2 2014/15, the majority were fully or partially substantiated. There were no significant themes or trends identified and the two moderate risk rated complaints are being investigated further. 6.8 There are currently two cases with the PHSO for independent review, once a join case involving CAMHS and Sirona Healthcare, the other a complaint from a daughter about the care and treatment provided to her late mother in the community by mental health and social care services. Two cases were closed during the quarter neither of which were upheld by the PHSO. Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 7 -
J 7. PATIENT ADVICE AND LIAISON SERVICES (PALS) Q2 7.1 PALS received a total of 222 enquiries in the period from 1 July to 30 September 2014. This represented a significant decrease on the previous quarter (352). 7.2 38% of enquiries related to concerns. 7.3 Key themes identified during the period were: expectations and waiting times for musculo-skeletal physiotherapy; expectations and service provided by ILT (particularly access to therapy services). 7.4 PALS have made recommendations to the services to address the issues identified. 8. CONCLUSION 8.1 Overall, levels of patient and public satisfaction about Trust services remain high across the vast majority of services. 8.2 The results of the patient surveys in particular the national community mental health survey indicate good Concerns have continued raised in the quarter regarding Independent Living Teams which are being investigated. 9. RECOMMENDATION 9.1 The Council is asked to note the report and the issues raised. DIRECTOR OF GOVERNANCE AND CORPORATE DEVELOPMENT Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 8 -
Feedback from Taunton Deane Disability Forum J APPENDIX 1 About 20 people were in attendance at the Taunton Deane Disability Forum, run by Compass Disability on 24 September 2014. All were asked their views on Somerset Partnership s services. Summary: Top Themes: What are we doing well? What could be improved? Kind staff nurses, volunteers and consultants, doctors Communication with patients has improved Diabetes clinics Discharge planning Access and consideration for partially-sighted and disabled people What are we doing well? Communication: Kind staff nurses, volunteers and consultants, doctors 2-way communication has improved greatly Breaking down barriers between them and us Inclusion of service users in decisions Promotion of PALS Service Specific services that we are doing well: Podiatry (Wellington) Physio (Wellington) Parkgate Diabetic clinic Desmond Day Centre (Lyngford) Telehealth developments What could be improved? Discharge: Discharge too early Discharge process from hospitals: is there sufficient support at home? Is this discussed with the patients? Discharge: Bring back Almoners - they dealt with discharge properly Bed closures in community hospitals Difficulties for disabled and partiallysighted people accessing and navigating properties need assistance Lack of funding Communication: Don t send forms to blind people Not joined up and no clarity about who does what: lack of communication between Trusts Publicise PALS better Parking: Parking at Wellington Lack of disabled parking Service suggestions: Keep blind people fit there are no exercise or physio classes for me; I d Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 9 -
J What are we doing well? What could be improved? love to do circuit-type training Concerns from individuals: Waiting lists esp for Autism/Aspergers assessments 10 months now Getting an assessment for care needs (OT/social worker/physio/sensory loss) ILT was not contacted it s been three weeks now since I was discharged Diagnosis for Mental Health issues Inappropriate comments from staff doing procedures Health Visitors lack of continuity: not seen child between six months and 2 ½ years Delays in procedures Care plan was wrong Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 10 -
J APPENDIX 2 Table 1 Net Promoter Scores by location Minor Injury Units Jun 14 Jul 14 Aug-14 Bridgwater +68 +83 +73 Burnham +81 +75 +65 Chard +89 +96 +97 Frome +68 +79 +73 Minehead +82 +82 +95 Shepton Mallet +81 +75 +83 West Mendip +56 +63 +69 Community Hospitals Location June 14 Jul 14 Aug 14 Bridgwater N/A +47 +40 Burnham on Sea +88 +58 +100 Chard +68 +38 +91 Crewkerne N/A +62 +80 Dene Barton +58 +79 +93 Frome +41 +57 +79 Minehead +71 +85 +75 Shepton Mallet N/A N/A N/A South Petherton N/A N/A N/A Wellington +75 N/A N/A West Mendip +95 +79 +89 Williton +82 +89 +73 Wincanton +54 N/A N/A Feedback from Patient and Public Involvement Group November 2014 Council of Governors - 11 -
Attachment N Patient survey report 2014 Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust
Survey of people who use community mental health services 2014 Attachment N
Attachment N National NHS patient survey programme Survey of people who use community mental health services 2014 The Care Quality Commission The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. Our purpose is to make sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and we encourage them to make improvements. Our role is to monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety, and to publish what we find, including performance ratings to help people choose care. Survey of people who use community mental health services 2014 To improve the quality of services that the NHS delivers, it is important to understand what people think about their care and treatment. One way of doing this is by asking people who have recently used their local health services to tell us about their experiences. The 2014 survey of people who use community mental health services involved 57 1 NHS trusts in England (including combined mental health and social care trusts, Foundation Trusts and community healthcare social enterprises that provide mental health services). We received responses from more than 13,500 people, a response rate of 29%. People aged 18 and over were eligible for the survey if they were receiving specialist care or treatment for a mental health condition and had been seen by the trust between 1st September 2013 and 30th November 2013. The survey included people in contact with local NHS mental health services, including those who receive care under the Care Programme Approach (CPA). Fieldwork took place between February and June 2014. Similar surveys of community mental health services were carried out in 2010, 2011, 2012 and 2013. However, please note that the 2014 survey questionnaire was substantially redeveloped and updated in order to reflect changes in policy, best practice and patterns of service. This means that the results from the 2014 survey are not comparable with the results from the 2010-2013 surveys. 2 The community mental health survey is part of a wider programme of NHS patient surveys, which covers a range of topics including acute inpatient, children s inpatient and day case services, A&E (emergency department) and maternity services. To find out more about our programme and the results from previous surveys, please see the links in the further information section. The results from this survey will be used by the Care Quality Commission in its assessment of NHS mental health trusts in England. NHS England will use the results to check progress and improvement against the objectives set out in the NHS mandate, and the Department of Health will hold them to account for the outcomes they achieve. The Trust Development Authority will use the results to inform their oversight model for NHS. Interpreting the report This report shows how a trust scored for each evaluative question in the survey, compared to other trusts. It is designed to help understand the performance of individual trusts, and to identify areas for improvement. This report shows the same data as published on the CQC website available at the following link (www.cqc.org.uk/patientsurveymentalhealth2014). The CQC website displays the data in a more 1 One trust was excluded from the survey as it was unable to follow the sampling instructions as specified in the survey guidance. 2 For more information, please see the development report available at: www.nhssurveys.org/surveys/750 1
Attachment N simplified way, identifying whether a trust performed 'Above' (better), 'Below' (worse) or 'Average' (about the same) as the majority of other trusts for each question and section. For more information on the analysis, please see the methodology section below. A 'section' score is also provided, labelled S1-S9 in the 'section scores' on page 4. The scores for each question are grouped according to the sections of the questionnaire, for example, 'health and social care workers' and 'organising care' and so forth. Please note that Q3 (In the last 12 months, do you feel you have seen NHS mental health services often enough for your needs?) is in section nine ('Overall') as this was the only question that could be scored in the 'Care and Treatment' section of the questionnaire. Standardisation Trusts have differing profiles of people who use their services. For example, one trust may have more male people than another trust. This can potentially affect the results because people tend to answer questions in different ways, depending on certain characteristics. For example, older respondents tend to report more positive experiences than younger respondents, and women tend to report less positive experiences than men. This could potentially lead to a trust's results appearing better or worse than if they had a slightly different profile of people. To account for this, we 'standardise' the data. Results have been standardised by the age and gender of respondents to ensure that no trust will appear better or worse than another because of its respondent profile. This helps to ensure that each trust's age-gender type profile reflects the national age-gender type distribution (based on all of the respondents to the survey). It therefore enables a more accurate comparison of results from trusts with different population profiles. In most cases this will not have a large impact on trust results; it does, however, make comparisons between trusts as fair as possible. Scoring For each question in the survey, the individual (standardised) responses are converted into scores on a scale from 0 to 10. A score of 10 represents the best possible response and a score of zero the worst. The higher the score for each question, the better the trust is performing. It is not appropriate to score all questions in the questionnaire as not all of the questions assess the trusts in any way, for example, they may be may be 'routing questions' designed to filter out respondents to whom following questions do not apply. For full details of the scoring please see the technical document (see further information section). Graphs The graphs in this report show how the score for the trust compares to the range of scores achieved by all trusts taking part in the survey. The black diamond shows the score for your trust. The graph is divided into three sections: If your trust's score lies in the orange section of the graph, its result is 'about the same' as most other trusts in the survey. If your trust's score lies in the red section of the graph, its result is 'worse' compared with most other trusts in the survey. If your trust's score lies in the green section of the graph, its result is 'better' compared with most other trusts in the survey. The text to the right of the graph clearly states whether the score for your trust is 'better' or 'worse' compared with most other trusts in the survey. If there is no text the score is 'about the same.' These groupings are based on a rigorous statistical analysis of the data, as described in the following 'methodology' section. 2
Methodology The about the same, better and worse categories are based on a statistic called the expected range which determines the range within which the trust s score could fall without differing significantly from the average, taking into account the number of respondents for each trust and the scores for all other trusts. If the trust s performance is outside of this range, it means that it performs significantly above/below what would be expected. If it is within this range, we say that its performance is about the same. This means that where a trust is performing better or worse than the majority of other trusts, it is very unlikely to have occurred by chance. In some cases there will be no red and/or no green area in the graph. This happens when the expected range for your trust is so broad it encompasses either the highest possible score for all trusts (no green section) or the lowest possible for all trusts score (no red section). This could be because there were few respondents and / or a lot of variation in their answers. Please note that if fewer than 30 respondents have answered a question, no score will be displayed for this question (or the corresponding section). This is because the uncertainty around the result is too great. A technical document providing more detail about the methodology and the scoring applied to each question is available on the CQC website (see further information section). Tables At the end of the report you will find tables containing the data used to create the graphs, the response rate for your trust and background information about the people that responded. Notes on specific questions Q10 and Q11: Q10 (Do you know how to contact this person if you have a concern about your care?) and Q11 (How well does this person organise the care and services you need?) are not scored if a respondent ticked 'a GP' at Q9. This is because results will not be attributable to the trust. Q15: (In the last 12 months have you had a formal meeting with someone from NHS mental health services to discuss how your care is working?) Respondents who stated at Q2 they had been in contact with mental health services for less than a year are not included in the base for this question. Further information The full national results are on the CQC website, together with an A to Z list to view the results for each trust (alongside the technical document outlining the methodology and the scoring applied to each question): www.cqc.org.uk/patientsurveymentalhealth2014 Full details of the methodology of the survey can be found at: www.nhssurveys.org/surveys/739 The results from previous community mental health surveys can be found on the NHS surveys website at: www.nhssurveys.org/surveys/290 More information on the programme of NHS patient surveys is available at: www.cqc.org.uk/public/reports-surveys-and-reviews/surveys Attachment N More information on CQC's role in regulating, checking and inspecting mental health services is available on the CQC website: www.cqc.org.uk/content/mental-health 3
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Section scores S1. Your Health and Social Care workers S2. Organising your care Better S3. Planning your care S4. Reviewing your care S5. Changes in who you see Better S6. Crisis Care S7. Treatments S8. Other areas of life S9. Overall Best performing trusts About the same Worst performing trusts 'Better/Worse' Only displayed when this trust is better/worse than most other trusts This trust's score (NB: Not shown where there are fewer than 30 respondents) 4
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Your Health and Social Care workers Q5. Did the person or people you saw listen carefully to you? Q6. Were you given enough time to discuss your needs and treatment? Q7. Did the person or people you saw understand how your mental health needs affect other areas of your life? Better Better Organising your care Q8. Have you been told who is in charge of organising your care and services? Q10. Do you know how to contact this person if you have a concern about your care? Better Q11. How well does this person organise the care and services you need? Planning your care Q12. Have you agreed with someone from NHS mental health services what care you will receive? Q13. Were you involved as much as you wanted to be in agreeing what care you will receive? Q14. Does this agreement on what care you will receive take your personal circumstances into account? Reviewing your care Q15. In the last 12 months have you had a formal meeting with someone from NHS mental health services to discuss how your care is working? Q16. Were you involved as much as you wanted to be in discussing how your care is working? Q17. Did you feel that decisions were made together by you and the person you saw during this discussion? Best performing trusts About the same Worst performing trusts 'Better/Worse' Only displayed when this trust is better/worse than most other trusts This trust's score (NB: Not shown where there are fewer than 30 respondents) 5
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Changes in who you see Q19. What impact has this had on the care you receive? Q20. Did you know who was in charge of organising your care while this change was taking place? Better Better Crisis Care Q21. Do you know who to contact out of office hours if you have a crisis? Q23. When you tried to contact them, did you get the help you needed? Treatments Q25. Were you involved as much as you wanted to be in decisions about which medicines you receive? Q27. The last time you had a new medicine prescribed, were you given information about it in a way that you were able to understand? Q29. In the last 12 months, has an NHS mental health worker checked with you about how you are getting on with your medicines? Q31. Were you involved as much as you wanted to be in deciding what treatments or therapies to use? Best performing trusts About the same Worst performing trusts 'Better/Worse' Only displayed when this trust is better/worse than most other trusts This trust's score (NB: Not shown where there are fewer than 30 respondents) 6
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Other areas of life Q32. In the last 12 months, did NHS mental health services give you any help or advice with finding support for physical health needs? Q33. In the last 12 months, did NHS mental health services give you any help or advice with finding support for financial advice or benefits? Q34. In the last 12 months, did NHS mental health services give you any help or advice with finding support for finding or keeping work? Q35. In the last 12 months, did NHS mental health services give you any help or advice with finding support for finding or keeping accommodation? Q36. Has someone from NHS mental health services supported you in taking part in an activity locally? Q37. Have NHS mental health services involved a member of your family or someone else close to you as much as you would like? Q38. Have NHS mental health services given you information about getting support from people with experience of the same mental health needs? Q39. Do the people you see through NHS mental health services understand what is important to you in your life? Q40. Do the people you see through NHS mental health services help you with what is important to you? Q41. Do the people you see through NHS mental health services help you feel hopeful about the things that are important to you? Overall Q3. In the last 12 months, do you feel you have seen NHS mental health services often enough for your needs? Q42. Overall... I had a very poor experience I had a very good experience Q43. Overall in the last 12 months, did you feel that you were treated with respect and dignity by NHS mental health services? Best performing trusts About the same Worst performing trusts 'Better/Worse' Only displayed when this trust is better/worse than most other trusts This trust's score (NB: Not shown where there are fewer than 30 respondents) 7
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Your Health and Social Care workers S1 Section score 8.3 7.3 8.4 Q5 Did the person or people you saw listen carefully to you? 8.6 7.7 8.9 256 Q6 Were you given enough time to discuss your needs and treatment? 8.3 7.2 8.4 257 Q7 Did the person or people you saw understand how your mental health needs affect other areas of your life? 7.9 6.5 8.1 250 Organising your care S2 Section score 8.9 8.2 9.0 Q8 Have you been told who is in charge of organising your care and services? 8.4 6.7 8.8 229 Q10 Do you know how to contact this person if you have a concern about your care? 10.0 9.2 10.0 153 Q11 How well does this person organise the care and services you need? 8.4 7.8 9.0 161 Planning your care S3 Section score 7.4 6.5 7.8 Q12 Have you agreed with someone from NHS mental health services what care you will receive? Q13 Were you involved as much as you wanted to be in agreeing what care you will receive? Q14 Does this agreement on what care you will receive take your personal circumstances into account? 6.4 5.0 7.1 259 7.7 6.9 8.1 190 8.1 6.6 8.3 193 Reviewing your care S4 Section score 7.9 6.8 8.2 Q15 In the last 12 months have you had a formal meeting with someone from NHS mental health services to discuss how your care is working? Q16 Were you involved as much as you wanted to be in discussing how your care is working? Q17 Did you feel that decisions were made together by you and the person you saw during this discussion? 8.1 6.4 8.3 188 7.9 6.8 8.6 179 7.8 7.1 8.5 188 8
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Changes in who you see S5 Section score 7.8 5.1 7.8 Q19 What impact has this had on the care you receive? 8.5 5.6 8.6 58 Q20 Did you know who was in charge of organising your care while this change was taking place? 7.1 3.5 7.1 57 Crisis Care S6 Section score 6.1 5.4 7.3 Q21 Do you know who to contact out of office hours if you have a crisis? 6.1 5.0 8.4 222 Q23 When you tried to contact them, did you get the help you needed? 6.2 4.4 8.1 36 Treatments S7 Section score 7.6 6.7 7.9 Q25 Were you involved as much as you wanted to be in decisions about which medicines you receive? Q27 The last time you had a new medicine prescribed, were you given information about it in a way that you were able to understand? Q29 In the last 12 months, has an NHS mental health worker checked with you about how you are getting on with your medicines? Q31 Were you involved as much as you wanted to be in deciding what treatments or therapies to use? 7.5 6.3 7.8 185 7.3 5.8 7.9 107 8.2 6.7 9.1 150 7.5 6.5 8.2 86 9
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Other areas of life S8 Section score 5.5 4.0 6.1 Q32 In the last 12 months, did NHS mental health services give you any help or advice with finding support for physical health needs? Q33 In the last 12 months, did NHS mental health services give you any help or advice with finding support for financial advice or benefits? Q34 In the last 12 months, did NHS mental health services give you any help or advice with finding support for finding or keeping work? Q35 In the last 12 months, did NHS mental health services give you any help or advice with finding support for finding or keeping accommodation? Q36 Has someone from NHS mental health services supported you in taking part in an activity locally? Q37 Have NHS mental health services involved a member of your family or someone else close to you as much as you would like? Q38 Have NHS mental health services given you information about getting support from people with experience of the same mental health needs? Q39 Do the people you see through NHS mental health services understand what is important to you in your life? Q40 Do the people you see through NHS mental health services help you with what is important to you? Q41 Do the people you see through NHS mental health services help you feel hopeful about the things that are important to you? 4.8 3.6 6.1 111 4.8 3.2 6.0 137 5.0 1.9 6.2 38 4.6 2.7 6.1 37 4.5 2.5 5.9 110 7.2 5.9 7.6 186 4.6 2.3 5.1 129 6.7 5.6 7.2 247 6.5 5.4 7.0 249 6.2 5.3 6.8 239 Overall S9 Section score 7.7 6.7 7.8 Q3 In the last 12 months, do you feel you have seen NHS mental health services often enough for your needs? 6.7 5.3 7.4 247 Q42 Overall... 7.5 6.5 7.5 250 Q43 Overall in the last 12 months, did you feel that you were treated with respect and dignity by NHS mental health services? 8.8 7.8 9.0 252 10
Attachment N Survey of people who use community mental health services 2014 Somerset Partnership NHS Foundation Trust Background information The sample This trust All trusts Number of respondents 263 13,787 Response Rate (percentage) 32 29 Demographic characteristics This trust All trusts Gender (percentage) (%) (%) Male 43 44 Female 57 56 Age group (percentage) (%) (%) Aged 18-35 7 14 Aged 36-50 14 23 Aged 51-65 18 25 Aged 66 and older 61 38 Ethnic group (percentage) (%) (%) White 96 87 Multiple ethnic group 1 2 Asian or Asian British 0 4 Black or Black British 0 3 Arab or other ethnic group 0 0 Not known 3 4 Religion (percentage) (%) (%) No religion 19 21 Buddhist 0 1 Christian 77 68 Hindu 0 1 Jewish 0 1 Muslim 0 3 Sikh 0 1 Other religion 2 2 Prefer not to say 3 3 Sexual orientation (percentage) (%) (%) Heterosexual/straight 91 90 Gay/lesbian 1 2 Bisexual 4 2 Other 1 1 Prefer not to say 3 5 11