Quality Networks Presentation Service User Conference

Quality Networks Service User Study Group Conference Matthew Chetwynd & Kevin Pakenham Thursday 20 th August 2009

Quality Network Reviews
People who use our services are seen as individuals and most importantly experts on their own lives
It is a person centred way of checking quality whilst causing the least disruption to our services, our Quality Assurance process
Provides a “Snapshot” into what it’s really like for the people who use NORSACA services

Review process
The review team,
Visits people at least four times to gain an insight into their lives
We check whether 10 important outcomes are happening
We collate our findings then Phil produces an Action plan

The Review Team consists of
People with autistic spectrum conditions
Family members
Independent professionals
Senior manager
Front line staff
Commissioner
Other key local people

We look at 10 Outcomes
I make everyday choices
I make Important decisions
I am treated with dignity & respect
I take part in everyday activities
I have friendships and relationships
I am part of the local community
I have the chance to work
People listen to my families views
I am safe from bullying and abuse
I get help to stay fit & healthy

NORSACA Quality Network Reviews
Since 2002
54 people with autism have taken part
People with differing communication needs and behaviours have been included
All our Services have been included
We have produced & implemented 7 different Action plans

NORSACA Action Plans have resulted in
Developing communication systems
Developing Person Centred Planning
Providing environments to experience a wide range of opportunities safely
Increasing opportunities to make important life decisions
Supporting people to be part of local ‘chosen’ community
Increasing and developing opportunities to work
Staying safe and coping with ‘unsafe’ situations
Staying healthy

NORSACA sourced a research team
To evaluate the impact of Quality Networks
External research team from Manchester to minimise bias
Spoke to focus groups which included
managers
People with autistic spectrum condition
front line staff
Quality Network Review team members
With and without experience of the Quality Networks process }

Focus group questions
What has Changed within NORSACA over the last 10 years
What do people know about Quality Networks?
How well do Quality Networks work?
How could Quality Networks be improved?

Findings
How has Quality Network’s affected NORSACA’s Organisational growth and change ?
What has changed for people who use NORSACA services ?
What have been the drivers for change?
What have been the outcomes & benefits ?

1. Organisational growth and change
We have had a period of rapid growth
We provide more diverse services
We cover a much wider geographical area
Our Management structure has been reorganised
We are more business-like
This has led to increased bureaucracy & difficulties sharing information
The focus group concluded that NORSACA remains a supportive and purposeful organisation

2. Changes for people who use NORSACA services
“ What’s got better with me I’ve moved into me own flat now because I’m more independent. And I like living on me own and that and I like getting out on walks on me own….. I’ve made a wish come true and a dream come true to have me own flat”
More individualised and person centred
Improved quality of life
More opportunities, choice and control
Involved in service planning and provision

3. Drivers for change
Legislation and government policy
Changing social care context
Models of how to support people with autism
More people diagnosed with autism
Service ethos
Quality systems
People with autism and their families

4. Comments
PERSON A: I think as time’s gone on people have become aware that someone is going to come around and spend some time observing individuals in their service, and that has to make them think a bit more about what they’re doing. When it first started there didn’t seem to be a lot, people didn’t really know what we were doing if you know what I mean
PERSON B: I just think it’s really important that we’re getting the views of the service users on board with that and trying to do something about you know change, trying to change things for the better I suppose
PERSON C: Things have changed from it. There is obviously an action plan at the end of each year based on that
PERSON D: gives a focus doesn’t it? A focus on different things and prioritises things. Like service user involvement and that led to people being on the interviews. The focus on individualised care and support, person centred plans, and then like individual holidays

5. Outcomes
Has led to many changes and improvements to the Quality of our Services
Care Quality Commission commented “ The quality assurance system, which focuses on how well the home does, and how well it provides a service to the people who live there, is person centred, rather than service focused ” April 2009 – 1 The Poplars, Whitwell, a Three Star excellent rated service
Help staff reflect on practice

6. Conclusion
Useful, person-based, transparent way to look at quality of life
Promotes advocacy and service user involvement
One of several drivers for change
The involvement of parents and people from outside NORSACA is of real value

Quality Networks & NORSACA promotes quality of life for all individuals

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Quality Networks Presentation Service User Conference

by NORSACA on Sep 10, 2009

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Quality Networks Presentation Service User Conference — Presentation Transcript