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Notts HC Impact workshop: Jane Danforth
1. How stories can have an impact
Jane Danforth
Involvement Officer
Helen Smith
Community Services Project Lead
Mental Health Services
for Older People
Simon Wildgust
Governor Member
6. How is it working so far….?
•Working together as partners
• Support from the top, communications team, involvement
leads and general managers
• Listening and responding in real time
•Shout about it constantly and assume nothing!
8. How is the Trust doing so far...?
• Patient Opinion Pioneers of the Month Nov 2011
• Winners – PENNA – Involvement Approach 2010
• The record for the fastest PO posting and response time
of any Trust!
• PO Guest blog
9. Evidencing
• Patient related outcome measures, CQuins, Quest,
Quality Care Commission, NHS Patient Feedback
challenge.
• PO assists with Activity/finance performance targets
• Use PO innovatively to theme feedback
• Use it to communicate your work
• Real time improvements are evidenced publicly
11. Ward B50
Mental Health Services for Older People
• What difference has PO made to Ward B50?
• Why do you think online feedback works?
• Responding – how do you follow up postings and keep
a track on changes?
• Benefits it has brought to the ward and beyond
12. Ward B50
Helen Forrester
Ward Manager - Queens Medical Centre
• Becoming more patient focussed
• More involvement & recovery based work
• Patient Opinion came along as something that supported
cultural change and evidenced the work we do
13. Feedback in action Ward B50
• Feedback folders & suggestion boxes
• ‘You said - We did’ posters
• PO champions at the patients carers meetings
• Printing out postings for the ward notice board.
22. Feeding back to the Trust
• Meet with the board with
other governors and
executives 4 times a year to
report on involvement
• Governor Ambassador for
Adult Mental Health
23. • Changing peoples lives
happens through listening
• Interacting with other service
users makes a difference
• I love it!
24.
25.
26. Working together made it happen!
• Adult Mental Health Development Forum
• Involvement Team & Volunteers
• PALS
• Staff in our Trust working with Queens Medical Centre
• Finance
• Maintainence
27. I think PO works because:
• It’s Public, anonymous and transparent
• It can be a fast track to change or ‘a soft poke
in the ribs’!
• I’ve seen change happen
• Everyone can be involved
• Triggers real emotion and inspires
• It can change lives
28. 328 stores told
130 staff listening
37 stories
have led to changes
29. What’s next?
• iPad Pilot in 2011- Building on
the success
•2012-13 increasing use of
iPads and integrated feedback
• Tracking changes made via
the PO site
•High secure services using PO
paper forms
•SUCE survey launched via
iSurvey
Editor's Notes
A real example of the pressure brought to bear on an organisation that was dragging their heels to resolve an issue Go on site and type in B50 and they all come up! The site helps and I know which are the new ones and the ones I need to follow through on The benefits - cultural change, patients, carers and families are more confident to have their say and they are listened to and staff & patients have a better relationship
4 times a year I attend members council meetings where we meet with executives and tell them what we have been involved with. I am a PO champion and enjoy the interaction with SU as I think it makes a difference. It about changing people’s lives through listening to what people say. I love it!
4 times a year I attend members council meetings where we meet with executives and tell them what we have been involved with. I am a PO champion and enjoy the interaction with SU as I think it makes a difference. It about changing people’s lives through listening to what people say. I love it!
