Additional Notes Let's get engaged! Event - Additional Notes issues Have not been asked to sit on interview panel since having been in hospital. Used intimidatory / against her when being restaraint. No support for people C/S/A J/S/A Performance - too much time spent on targets Caseloads - must do work versus therapy / help deliver MH engaging with SS Too much medication prescribed - Yes Engagement needs to be meaningful not just tick box exercise. SU ans Carer need to be centre of everything we do Actions PALS to investigate (Laura) Reduce levels of management Keep inputus going Increase number of clinical staff More staff engagement Seeing what's changed - evidence of important outcomes Know how Sus and Carers need to be involved Need support systems in place Employ Sus with experimental experience Peer support to be involved in policies from Q perspective Special and secure CUSP - Carers and SU and public - ask number of questions - how are they supported - team leader 360 degree feed back - does everyone do this? NAME DELETED hasn't had reply from NAME DELETED SU and carer being involved Questionaires Returned by post Q1 Ten years as employee Q1 Grass roots worker. Not involved in any decision making at higher level Q1 It is a Trust that is going through an extreme amount of change. That the change has not necessarily been well planned nor executed. That many services are particularly // and unable to perform these roles due to not having the structure and support nor staff numbers to do so. Q1 As community psychiatric nurse / Care co-ordinator Q1 My work is all on BME (Black and Minority Ethnic connection) Q1 Community engagement Q1 Training – Orgs + AWP Q1 Stratergise – senior meetings – changes etc Q1 Sharing info of SU/Carer/Community with BME Q1 Data analysis
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Additional Notes
Let's get engaged! Event - Additional Notes
issues
Have not been asked to sit on interview panel since having been in
hospital. Used intimidatory / against her when being restaraint.
No support for people C/S/A J/S/A
Performance - too much time spent on targets
Caseloads - must do work versus therapy / help deliver
MH engaging with SS
Too much medication prescribed - YesEngagement needs to be meaningful not just tick box exercise. SU ans
Carer need to be centre of everything we do
Actions
PALS to investigate (Laura)
Reduce levels of management
Keep inputus going
Increase number of clinical staff
More staff engagement
Seeing what's changed - evidence of important outcomes
Know how Sus and Carers need to be involved
Need support systems in place
Employ Sus with experimental experience
Peer support to be involved in policies from Q perspectiveSpecial and secure CUSP - Carers and SU and public - ask number of
questions - how are they supported - team leader
360 degree feed back - does everyone do this?NAME DELETED hasn't had reply from NAME DELETED SU and
carer being involved
Questionaires Returned by post
Q1 Ten years as employee
Q1 Grass roots worker. Not involved in any decision making at higher level
Q1
It is a Trust that is going through an extreme amount of change. That
the change has not necessarily been well planned nor executed. That
many services are particularly // and unable to perform these roles
due to not having the structure and support nor staff numbers to do so.
Q1 As community psychiatric nurse / Care co-ordinator
Q1 My work is all on BME (Black and Minority Ethnic connection)
Q1 Community engagement
Q1 Training – Orgs + AWP
Q1 Stratergise – senior meetings – changes etc
Q1 Sharing info of SU/Carer/Community with BME
Q1 Data analysis
Additional Notes
Q1
I have worked for AWP for over 3 years prior to that I had joint clients
with AWP.
Q1 An event at Brookland Hall
Q1 Staff Nurse CPN
Q1
Very little because meetings are regularly re-arranged or cancelled at
the last minute.
Q2
A few years ago I remember there being public meetings where
contentious issues were brought up and they were addressed in a
reasonable and fair way. Service users were very frightened about
changes and because it was addressed in an open honest way their
fears were lessened.
Q2
Don’t (as a whole organisation AWP is very low in its priority in this
area BME) individuals may make the effort but unfortunately has no
strategic value.
Q2 Endless questionnaires, little result
Q2
I think individual workers do their best. However for example many
people / service users are unaware that there is no longer an Assertive
Outreach team and therefore no capacity for an assertive outreach
service.
Q2 Lacking consultation
Q2
Offer opportunities for people to pass on their views i.e. Forums and
surveys.
Q2 Staff and public
Q2
Staff try to get back to service users / callers. There seems to be good
communications between the team and admin staff.
Q2
SU / carers – some good liaison / signposting works, good
communication in local areas (i.e. words to community)
Q2
We do engage as a degree with service users. Our staff are really
struggling with implementing so many current changes.
Q3
Better sharing between different areas e.g. community / crisis teams in
Swindon with inpatient teams in Bristol; CJIT and SDAS services and
Mental Health teams. Difficulties now with sharing info between AWP
Q3
I think duty should try and take calls from GPs if they ring in because
GPs have very busy schedules and are very difficult to get hold of.
Q3
I think going around to service users and carer groups to discuss
views. Offering incentives for people to complete surveys / come to
events. Make them more exciting. In the past people have given
opinions and have not felt that they have been heard – could do with
improving all of the above.
Q3 Listening and sharing information, certainly involvement
Q3
Really listening rather than efforts to give appearance of listening. Not
so punitive re mistakes made.
Additional Notes
Q3
Representatives need to have a forum to feedback to other SUsers
and the Rep needs to take issues forward from members. Maybe there
should be a term of office as User Rep so that others get to go to
meetings (this is not personal to me, I have heard someone else say
they would like to be more involved).
Q3
Service users have been asking for more talking therapies for several
years. We have not employed more staff in talking therapies roles, in
fact we have lost people and we are not facilitating skilled band 6
workers in talking therapy skills to do these role. We need to recognise
this and take significant steps.
Q3
Sharing info – changes, care pathways, how to access, entitlement to
resources, true updates. Making effective change from listening – not
tokenistic.
Q3
Transparency management could admit that there is no longer an
Assertive Outreach Service although the Trust continues to reserve
monies for one.
Q4
Act upon requests, be inclusive, explain why something cannot be
done if not able to. No need to brush it off – Be innovative – not the
same strategy – heads making same strategy comments. Push the
boundaries, pilot stuff, and autonomy to a degree to staff. Listen and
acknowledge this document.
Q4
Actually listen to clients / carers / staff views and show how these have
been taken into account.
Q4
Be able to demonstrate how people can express their views, have
them heard and change be made.
Q4
Better linking with other teams / services – more engagement to build
better working relationships.
Q4 Demographic evaluations and appropriate recourses
Q4
Holding open meetings and maybe some closed if there are service
users who would feel too vunerable to be in an open situation. Listen
to feedback from SUsers on the services available.
Q4 improve their moods! ?
Q4 Interventions / therapies
Q4
It could do what it says it is doing. Clear policies that are adhered to
rather than managerial decisions being made on hearsay.
Q4 Less admin paperwork
Q4
Lifting email restrictions between relevant services or ensuring that
everyone automatically has an nhs.net account linked to outlook.
Q4 More involvement with GP / P.C
Q4 More psychology input
Additional Notes
Q4
My experience of MH services is from many years ago, but everyone
assumes that because I have a physical disability that automatically
and mentally I’m OK. I have joined the Wellbeing Project and would
like it financially supported as an integrated part of MH services
because it is so helpful. I feel much supported and some others would
benefit from it too.
Q4 Offer incentives for coming / completing things
Q4
Possibly giving service users’ cups of tea or snacks while they wait for
appointments might
Q4 Recognise the client group you’re working with
Q4
Stamped addressed envelopes for replies would be helpful for those
who are on a limited budget.
Q4 Think about service users? Think about staff? Less stress?
Q4 Think about the venues you are using for events.
13.08.12 Smead (DEH)
Let's get engaged! Event - 13/08/2012 - Southmead Hospital
issues
No one to listen out of hours
staff to listen to patients
Balance of power running one way
Signposting staff how they can inform Su and carers how to get involved
Not enough joined up working
Need to use volunteers more creatively and empower them
Equal consideration to involvement
helpline / listening line or crsis line
Equal & Equitable method to involvement which is open, clear and well known to all listed on
database
Actions
Meet in the midde
One AWP SU forum that can be accessed by all
Act on the NSUN recommendations ASAP
Use SU to help train student staff
More integrated working e.g. different teams/specialisities sharing premises
Team brief on how staff can help to access SU and carer engagement in AWP - signposting
Any additional posts to service users and carer steering committee please advertise widely
Workshop outcomes - table 1
Q3. Very poor staff engagement
Q2.
Questionnaires (SU and carer) have been successful in giving feedback to teams which in turn
resulted in having information leaflets about diagnosis available by the door
Q3. each SBU does engagement differently with various success rates
Q3. Information is a big issue (accessing info and getting info)
Q3.
Not being listened to as a staff member when ideas are being brought forward to improve
things
Q4. Advertising of the Let's get Engaged events should be improved
Q3.
AWP did not stick to its own engagement strategy i.e. Communications re. new service user
and carer steering group did not to out to all people on the involvement database. Who
decided on membership for this group?
Q4. Opennes and transparancy is key
Q4.
Make the existing of the involvement database clearer on Ourspace for staff. And explain to
staff how they can get service users and carers on the involvement database
Q2. CQC questionnaires are good
Q2. Introduction of the friends and family promoter score is good
Q4. Improve communications and look at alternative methods like SMS and do more by email
Q3. AWP needs to be aware
Q3. the US / THEM attitude needs changing
Q4. Using volunteers more. Make volunteers feel more included
13.08.12 Smead (DEH)
Q4.
Go out and about and give information on mental health and local mental health services
available to local people (education) in public places (malls etc.)
Q4.
use Peer support more in the community and in patient settings - but how? By using different
methods and reaching out
Q4. AWP needs to link in better with local authorities and social services
Q4. Sign posting to what's available for support out of hospital
Q4. Get to all GPs in the area - they will be buying services in future.
Q4. Dr.Maysees - Kingswood surgery GP MH interest
Q4. Lots of unknown - Staff, SU, Carers, Hot Potato Teams, Crisis Teams
Q4. Lots of temp staff
Q4. Medical staff - lack of medical cover.
Q4. 1 doctor with permanent post
Q4. Agency staff - lack of continuity
Q4. To greater case load
Q4. Discharge and after care
Q4. GPs not aware of policies and procedures for how to access AWP services
Q4. Doesn't feel like a partnership - revolving door - LA/NHS
Q4. More streetwise workers.
Q4. Peer support workers - need more.
Q4. Work as a collaborative team.
Q4. Reduces stigma
Q4. Choice between meeting targets v giving a good service - quality.
06.09.12 Bath (HL)
Let's get engaged! Event - 06/09/2012 - Hillview Lodgeissues
Gap between voluntary sector and clinical
Relationships with MH voluntary organisations
Clinical information is often in clinical jargon - jargon free
Actions
Attend staff meeting - share experiences of what AWP do. Sharing of information.
(Counselling course off the record)
Text people reminders
Customer service training
Mapping of services. Find out if you are on AWP website if not ask to be linked
MH org to link to AWP
Tailor information to suit individual needs. Involving SU to how their information is
shared
Session 1Workshop outcomes - table 1
Q1.
Negative due to my role - hearing what goes wrong as part of everyday work. Single
experience - sometimes the same issue for lots of people. Shared with PALS /
Complaints team to escalate in AWP.
Q1. They get addressed / resolved monitored
Q1. Little understanding of what AWP do and my organisation
Q1. Gap between voluntary sector and clinical
Q1. Particularly transition between children and adults 16-25 years
Q2
There are opportunities - e.g.. Membership, staff recruitment, Readers panel,
discussion panels
Q2 Need to promote more
Q2 Stigma
Q2 Gina Smith has started a course for carers to share experiences
Q2 PALS excellent, do what they say they will do
Q3 AWP to go into GP surgeries and provide training.
Q3 GP staff show no empathy
Q3 Link - Speed dating - GPs / SU & Carers
Q3 Acronyms means nothing - make it simple
Q3 Summary care records - How is this working in BANES?
Q3 Communication - Promising to call people back and don't
Q3 Not turning up for appointments
Q3 Being late
Q3 Not returning or replying to emails
Q3 Staff seem stretched - admin so can't keep visits
Q3 Relationships with MH voluntary organisations
06.09.12 Bath (HL)
Q3 Clinical information is often in clinical jargon - jargon free
Session 2Workshop outcomes - table 1
Q1. FT Member & MH Nurse
Q1. Courses for SU & Carer
Q2
Worked at MIN identified need for Liaison Nurse carried out a survey - linked to
A.Harrison and created post for MIN
Q2 Today's event
Q2 Stands at festivals
Q2 Stigma - MH time for change - Stephen Fry
Q2 Trying to change
Q2 Passionate staff
Q3 Include telephone number in email communication
Q3 Carer support - Alzheimer's
Q3 Own experience of MH should be promoted for staff
Q3 Negative views of AWP
Q3
Employing S.U & Carers - e.g.. Peer support workers (paid employee) Needs full
support
Q4 Computer access for all - help SU and Carers get connected
Q4 Health matters needed in library - Melksham
Q4 Promote good things - how many people we've helped - accessibility
10.09.12 Bristol (BC)
Let's get engaged! Event - 10/09/2012 - Blackberry Centreissues
Session 1Workshop outcomes - table 1
Q1 Inpatient - Volunteering, Community meeting, PEEP meeting and Acute Care Forum
Q1
SU Carer - negative experience was the motivator to volunteering and a positive view of
AWPQ1 SU - Steering Group, strong voices - direct feedback to management
Q1
Service Manager - i.e. NAME DELETED visiting, NAME DELETED visiting, professional
and helpful. Being invited to AWP events i.e.. £150,000 of funding lost due to funding
being tied to AWPQ2 Engagement between AWP and local charitiesQ2 Outstanding attendance of SU+Carers at this eventQ2 AWP is doing well by providing this opportunity for everyone's voices to be heard.
events.Q3 Difficult to hear about eventsQ3 Sustainable community links - have these links been made to support.
Q4
Rethink: South Gloucester rethink closed so the members set up free group - would like
some support & training to maintain the group. AWP support by getting up to 4 more
members(companionship) AWP could support by signposting to services/training. AWP to
visit/speak to group.
Q4
Advertise involvement opportunities e.g. posters at GP services and booklet of all MH
services AWP/Charities.Q4 Book of acronyms.Q4 AWP should say what it is doing well! (eg.BME)
Q4 Feedback outcomes of SU & Carer involvement to those with an interest and accessible.Q4 Exit interviews for SU & CQ4 Be transparentQ4 Access to courses and trainingQ4 SU & C lead groupsQ4 Peer Group lead / Named contact - single point of contact.
Q4
d/ch info booklet and feedback sheet plus support at the time of discharge - Outcomes -
feedback to SU & carer'sQ4 Annual quality account - everyone needs to be aware.
Session 1Workshop outcomes - table 2
Q1 EmployeeQ1 CarerQ1 Service UserQ1 Groups with interest in MHQ1 Associate TrainerQ1 AdvocateQ1 ProjectsQ1 Supporting people with staying in work and getting back to work.Q1 Service User Involvement - Jargon means different things to different peopleQ2 Good membership base
10.09.12 Bristol (BC)
Q2 PALS/Complaints teamQ2 Board Meeting / TransparencyQ2 Listening from board membersQ2 Service re-design - staff adaptable to change.Q3 Accessing services when needed
Q3 Idiot Guide needed to services - How system work, reality of the situation/expectationsQ3 Peer support - mentoring when new to the system?Q3 Focus on radicalised not enough on lived experience - Talked aboutQ3 Gap between CAMHS service and adult - stability and continuity lost.
Q3
Lottery of where you live - Different services accessible in different parts of the Trust -
creates gapsQ3 Feedback/consultation need as to be used and results sharedQ3 Give PALS right to fire. Higher profile in organisation.Q3 Build on what works well.Q3 Referral process - Action - Standards - set charterQ3 Management of power relationships in pshcy - Ch empowermentQ4 3 years being involved
Q4
Gap - accessing employment support when living in different areas e.g.. South Glos
cannot access Bristol
Q4
Normalise MH - not just within MH services but within community settings, community
publications, buildings etc. - Just look at Olympics and Paralympics coverage
Q4
Specialist Employment Services - Lack of advisors within job centre. Enabling SU's with
MH diagnosis, support in gaining and retention of jobs. Reasonable adjustments etc.
Q4
Service Providers - Too protectionist over their own budgets and service users. Should be
partnership and collaborative working with 'Su + Carers' at heart of servicesNAME DELETED
Session 2Workshop outcomes - table 1
Q1 SU encouraged by CPN - CPN pivotal role in involvementQ1 Involved in websiteQ1 Involved in community care forumsQ1 Medical Director interviewQ1 RethinkQ1 Foundation Trust member - can put themselves forward to be a governorQ1 Investigating and managing complaintsQ2 Involvement with and by CPN is excellent
Q2 Local GP - understanding of mental health and communication with community servicesQ2 Good communication in some areasQ2 Steering groups / engagement eventsQ3 Keep improving on areas we are already doing well inQ3 Greater involvement from S Users/Carers in clinical areas
Q3 How to make events/meetings comfortable for carers - i.e. not stigmatising/flag waving
Q3
S Users and Carers not at the heart of the organisation -= involved in decision making
(mentoring training) more clinical engagement.Q3 Top management should have more faith in skills of others
10.09.12 Bristol (BC)
Q3
Not enough S Users/ ex S Users work within AWP - ? Risk / finance / fear / lack of
exposureQ4 Employ service user with experienceQ4 Understand what risk means to individual usersQ4 Take all the feedback from all the engagement eventsQ4 SU's involvement in policies/ways of workingQ4 Renew of the defensive jigsaw
Q4
Organisation needs to work out what it is there to do - lack of clinical focus from Jenner
HouseQ4 Are we asking the right questionsQ4 How do we engage with those people who aren't in the right place to engage?Q4 Will the centre change - is there a willingnessQ4 Local areas two the initiativeQ4 Trusting staff who have experienceQ4 Service users expectationsQ4 SU and Carers need to sit in to MDT (CPA) reviewQ4 Assumption - people all have their own transportQ4 Gaps - Groups in local areasQ4 SU's who don't want to engage in their care - no insight - unwellQ4 Manufactured (bad) publicityQ4 Stigma MH 'visible illness'
10.09.12 Bath (WR)
Let's get engaged! Event - 10/09/2012 - Bath NHS Houseissues
Session 1Workshop outcomes - table 1
Q1 Carers Forum
Q1 Events (FT, Carer)
Q1 Hillview meetings + Rethink + Acute Care Forum + Local levels
Q1 Staff
Q1 SU + Carer Engagement Steering Groups
Q1 Visit Acute Care Units - create reports and present to Commissioners
Q1 PALS drop-ins
Q1 Informal' contacts, talking to teams directly. Relationships 3rd party/staff
Q2 Asking for feedback e.g. setting up events
Q2 Providing information
Q2 Collating information e.g.RIO
Q2 Attend Carer Groups
Q2 Respond to general queries
Q3 More feedback - good and bad
Q3 More continuity - particularly involving Psychiatrists
Q3 Have freedom of views and opinions from staff
Q3 Less red tape and regulations and too much pressure of work on trained individuals
Q3 Have involvement with AWP and mental health charities
Q3 RIO excellent but needs simplifying for certain circumstances
Q3 When people visit in another area and information is repeated all over again
Q3
It is important to have co-ordination with other local NHS Authorities - money is
always involved - not always for the best.
Q3 Shared information should be used and not just quoted
Q3 Carers assessment about a SU without the SU being present.
Q4 more staff continuity - stop moving staff around so much.
Q4 More targeted information
Q4 Streamline RIO and ensure staff properly trained
Q4 Share the positive stories - good publicity - positive engagement stories
Q4 Improve links with 3rd sector organisations
Q4 Produce clear map of AWP and it's services
Q4
Improve partnership working with NHS organisations - particularly those providing
services to our service users.
Q4 See 3rd sector as potential 'service champions'
Q4 Support for Carers of SU's who don't or won't engage with AWP
Q4 PCLS - ensure it can provide advice / support to GPs
Session 2
10.09.12 Bath (WR)
Workshop outcomes - table 1
Q1 Worked for AWP
Q1 Staff survey
Q1 F.T. Member
Q1 Service re-design
Q1 Introduced through Carers Centre
Q1 F.T.Meetings (Service User)
Q1 Emails to all staff from Chair AWP
Q1 Web Twitter
Q1 Emails to F.T. members (Newsletter)
Q2
Comprehensive - Lots of info available at meetings. Informative - got the message
across
Q2 More engaged since new executive sends staff emails - well pitched
Q2 Inspiration from other Service User's stories at meetings
Q2 Very welcoming and friendly
Q2
Website looks better - gives readers more confidence in the service - well put
together
Q2 Internal training - involving Service Users is greater than it has been
Q2 Interviews involving Service Users is greater than it has been
Q2 PALS responses
Q2
Communicate and engage better in the acute inpatient settings rather than
community settings
Q3 More emails - to improve contact between leaders etc (Top - down communication)
Q3
Service Users find it hard to communicate with all areas (phone & email) with the
exception of PALS
Q3 Carers assessment - no response - no record of report delivered
Q3 Increasing formal involvement between staff and service users.
Q3 Make greater use of the web page i.e. direct users to it.
Q3 Carer surveys findings should be sent automatically to carer.
Q3 Getting the word of AWP out to the public. How to do it?
Q4 Look at how psychological therapies are offered by region
Q4 Encourage L & D to liaise with 3rd sector organisations over student placements.
Q4 Resurrect Community Care Forums
Q4 Greater use of Social Media for communication
Q4
Make greater use of website in patient treatment e.g. have resources available
online to support therapies.
Q4
If people access website for resources, you can also seek their views and
experiences.
Q4 Advertising local services
13.09.12 Swindon (VC)
Let's get engaged! Event - 13/09/2012 - Victoria Centreissues
CCG's are not involving SU in their engagement. KH to pass equalities
contact on to AG. So that SU can be involved. SU are kept away from the
public spend figures SU would be aghast.Actions
Session 1Workshop outcomes - table 1
Q1
When raising concern with PALS. CPN and pschy were not happy that I had
taken my concern to PALS.
Q1
I had tried to resolve the issue with the CPN and other clinical staff - "had a
clean record until you went to PALS".
Q1
It was hard to have the same relationship with the clinicians after I had been
to PALS
Q1
Some of the things we had agreed would be in my care plan were included
but never happened. I had to fight for these things to happen and it felt like I
was a trouble causer.
Q1 I like the statement "person centred care" and really hope that this happens.
Q1
I have had a bad experience with my phys but I was advised to ring through
and complain. I rang the receptionist and with 4 days I had a new phys.
Q2 Holding the Let's Get Engaged Event
Q2
Helpful to have conversations with these members of staff who were
working directly in the service. (Jane Salman, Peter Hollingsworth) who
engaged in a respectful and meaningful way, taking issues directly back into
their service and take action.
Q2
There was a mis-match between the crisis team and crisis line and by
having conversations with the right people in the Trust who could tell and
explain why there was a mis-match.
Q2
Everyone loved the metal health response team/line - it felt it was working
well so not sure why it was removed.
Q2
We should consider "How much reduction in suffering" - this should be a
value added measure.
Q2
There seems to be a lot of management in AWP and lots of people that are
employed to check quality and performance targets.
Q2 Hard to get to speak to the commissioners
Q2
Experience based design is something that we are doing well - you get to
learn about people's experience in a meaningful way rather than just data
and figures.
Q2
Need to replicate mentors for peers like they do in BDAS "peer mentor
volunteers"
Q2
Staff have to be aware of when is the right time to get feedback. Then you
said we did (or couldn't do because….) is helpful to show that we are taking
action.
13.09.12 Swindon (VC)
Q2 An apathy about questionnaires and feed back.
Q3 It's important that mental health doesn't get left out of the CCG.
Q3 Do we think that mental health will be overlooked.
Q4 Victoria Centre toilets issues water dripping
Session 1Workshop outcomes - table 2
Q1 Work on an OT for the Trust in older adults (LLL)
Q2
Forget-me-not centre involves service users for meetings, interviews, radio
and conferences etc
Q3 Listen to praise from feedback.Making sure all voices are being listened to and that people can make a
difference.
Make sharing information easier to access to older adults.
Q4 OT specific - More groups available to older adults and carer support group
More staff to help facilitate the groups
Session 2Workshop outcomes - table 1
Q1
SU experience - Difficulties / communication - not listening - awaitlist of
treatment. Need access to service and closer communications / liaison with
GP and 3rd Sector Agencies
Q1
People are unique - need to be treated as unique and individual. Labelled
and treated as a label.
Q2
Workshops and Events - Educating and make people ware. Need to be
ongoing and local. Information from workshops and events needs to be
acted upon.
Q3 Working to gether - GPs - 3rd Sector Agencies
What can we give you? - Unhelpful questions - Raising awareness.
General customer service - returning calls, not turning up for appts
Respect and honesty.Minority groups - Engagement and Involvement needs to improve with these
groups.
Engagement with commissionaires
Q4 Continuity of care - CPNs and staff
Stability in service needed - staff undermined - pass on frustration.
Decisions need to be made with consultation
Cultural change needed whereby staff treat SU's with respect.
Session 2Workshop outcomes - table 2
Q1 Frustrating for staff driven by charges, sense of conflict.
Q1 Electronic systems clunky.
Q1 Time might be spent more valuably Top - down
Q1 Hope for the future
13.09.12 Swindon (VC)
Q1 SU and Rep - Hope for the future. Felt involved with commissioning.
Q1 Chaos with change - still catching up with change.
Q1 Not engaged as time went by - fragmental
Q1 SUNS
Q1 FT Membership
Q2 SUNS is good
Q2 In-service training for staff is excellent
Q2 Realising things needed to change - accept criticism
Q2 Good PALS and complaints system - Praise
Q3 One size fits all doesn't work
Q3 Escaping clinical boundaries and a prescribing point of view
Q3
Staff often late - actually too big a caseload, no time for lunch or reading
notes.
Q3 Lack of transparency
Q3 Early intervention - prevention is better than cure