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. AWP needs to stop being defensive
Q4. Streetwise workers
Workshop outcomes - table 2
? Keep to self
? Do not know
Q4. Better optoins for feedback
Q4. More joint working - SU's, 32rd sector & AWP
Q4. Education = SU's, carers, AWP, schools, police
Q4. Make aware service users involved in interviews
Q3 Used to have better involvement across all MH services
Q4. Crisis Line (now gone)
Q4. Listening and sharing information
Q2. Public health team Involvement with primary care & Sus
Q3. Each service has its own forum structure - JOIN UP!
Q4. AWP to display what is good practice in each service
Q4. GP mental health leads for CCGs to be more involved
Q4. Engage with local groups for local services
Q4. Improve education - Police, schools GPs
Q4. Listen to SU and carers needs - local
Q4. Improve communications at local level - ref. services
Q4. Joined AWP & 3rd sector services / support each other
Q4.
Open Pathway top-bottom, bottom-top. NHS, Central government, local gov, PCT, MH units,
community MH teams, Sus, carers and families
Q4. AWP to speak out for SU's and carers
15.08.12 Devizes
Let's get engaged! Event - 15/08/2012 - Green Lane Hospital
issues
More consistency needed amongst staff techniques
136 section; Police treatment not appropriatePoor sharing of information - constantly being asked about past
trauma by every new staff member
Methods of complaining other than PALS
Crisis team - don't feel like they were listening
Inpatient: no one to talk to you - all the staff in the officeDecision making should be transparent and quick. Is AWP top-
heavy?
Response time Out of Hours
Actions
Inpatient: staff need to spend more time with service usersMore education about methods of complaints - who is in the chain of
command
Use the checklist
Session 1Workshop outcomes - table 1
Q1. None - first time today. Informal friendship support for years
Q1. Service user for 20 years - sectioned at one point
Q1. Staff member
Q1. Staff member
Q1. Partnership Organisation
Q1. used CMHT & crisis teams
Q1. used Inpatient services
Q1. used SDAS
Q1. carer
Q2. This meeting
Q2. Communication with FT members
Q3.
Communication with family/friends and public about services and
changes in service should be improved
Q3. Make people aware of ways of feeding back
Q3.
Staff have information/ideas from various sources re.
improvements/feedback but don’t know what to do with this
information to inform and implement any changes/improvements.
They don’t know how to channel this informatin/ideas up or down.
Q3.
Execs and Non-execs to attend events like these to hear stories first
hand and action on it.
15.08.12 Devizes
Q3.
Staff does not make service users and carers aware of support
groups that they can use. And who they can contact in the Trust to
get more engaged/involved.
Q3.
Staff need to tell service users about possible care planning
complaints
Q3.
Opportunity for service users to change their nurse/CPN if they want
to.
Q3. Wider engagement with staff who directly engae with service users
Q3.
Telliing service users / carers / staff what action they have taken
when there is a complaint
Q3.
Ask Service Users who might be the best person to fillin care plan +
advice on how much to involve other areas e.g. housing Dept.
Q4. Execs to "back to the floor" on a monthly basis
Q4. Introduce Peer support workers
Q4.
Inform people that they can feedback anonymously through PALS
and that this does not impact on their care
Q4. Support / Training with wider community i.e. Police
Session 1Workshop outcomes - table 2
Q1. Carers groups
Q1. Training - delivering
Q1. PEEP, interviews, discussion panels
Q1. Recovery star
Q1. Shift for carers as well as sus
Q1. Working in partnership, collaboration
Q1. Working with families - embedded
Q1. Engaging with individuals
Q1. Nurse consultant posts e.g. carers
Q2 Holistic approach
Q3
Lottery for what you can get - when call at 3am want someone to
speak with me (not answerphone)
Q3
Engaging with people who don’t want to engage - staff find this
difficult
Q3 MH not often cured
Q3 A lot of listening not a lot of actions
Q3 NHS stop focusing on targets and allow quality conversations
Q4. Can we learn from what's working well?
Q4.
Quality indicators need to be service user and carer focused / staff
care team. (Some previous targets worked against service quality)
Q4.
When things go wrong, complaints made, need right people involved
to resolve. More discussion
15.08.12 Devizes
Q4.
Important for sus and carers to be completely included within the
care 'team'.
Q4.
Local recovery college type courses to include service users / carers
and staff
Q4.
Many excellent staff but some who struggle to engage. E.g. 50%
attendance at carer's training. This leads to lack of consistency.
Q4.
Check list / reminders for staff e.g. to contact the carer every month
(see the "check list manifesto")
Q4.
Care coordinators email address to be given to service users and
carers
Q4. Improvements to partnerships
Q4. More support during carers respite
Q4. Joint approach; invite service users with their carers
Session 1Workshop outcomes - table 3
Q3 Assertive Outreach - where are they, who are they?
Q2 PALS works well
Q3 Rude CPNs - Abrupt
Q2 Value of Readers Panel - positive
Q1 Quality Accounts
Q1 Board Meetings - Listening but difficult to get resolutions
Q4 More involvement with GPs - drug difficulties
Q4 Samaritans involvement
Q3 Face to Face involvement CPN/Parent
Q3 Carer Assessments
Q2 Carers involvement improvements
Q1 Staff supervision
Q3 OOH Crisis Team fail because of history. Pushed by lack of time
Q2 Complaints dealt with earlier - the sooner the better
Q4 Better communications
Q4 Communications geared to younger generation
Q4 Back to basics
Q3 Improved Listening
Q4 Crisis telephone number
Q4 rationing
Q4 Help reduce stigma
Q4 Offer better respite care
Q4 Red Gables Trowbridge
Q4 Crisis houses in Swindon
Q4 Split funding MIND - AWP
Alabaré - what involvement?
Support
Discharge - what planning?
Q3 Lack of weekend surgeries
15.08.12 Devizes
Q.O.F. figures
GP hours / weekends
Q4 Out of hours service
GPs appointments
Q4 Psychiatric nurses, CPNs in practices
Q4 Psychiatric social workers
Q4 Supervision / traning continue
Q4 managers more involved
Q4 process for engaging all levels
Q4 training for non execs
Q2 observer role 'service users' at interviews
NHS Choice'
Session 2Workshop outcomes - table 1
Q3 Views asked but no feedback received
Q4 Carer pack - needs to be available as paper version
Q4
Information - no one stop shop. Neurological handbook - excellent
example
Q4 Cancer service information in a package available
Q3
Opportunity to speak to manager at meetings - feedback to user
groups - suddenly stopped
Q4
Stigma of using services and having hospital separate from Acute
hospitals (i.e. Green Lane)
Q4
Sus don’t like holding events like Lets get Engaged in hospital
location
Q4
Could there be a central telephone for local people if they want to
report something? (i.e. neighbours from Green Lane who can they
call if a possible service user wandering the estate in a confused
state?
Q4 GROW newsletter - good newsletter to advertise events
Q4 AWP + SU groups lets be proactive and plan for MH Week event
Q4 Information should be short, informative and easy to understand
Q1 SU's took part in SBU meetings
Q1 None - that's why I am here
Q3
Carers are not seen as "full support" and are not part of the care of
SU
Q3
It all depends on consultant/individual if communicatoins with
su/caerrs is good or not. There is no consistency.
Q3. Has confidentiality / secrecy gone too far?
Q3 As carer, how do you find out what are confidentiality issues?
Q3
The way the trust works is very segmented. Different ways of working
in different areas of the trust all depending on individuals
Q4
Set up meetings again with SU and repos and operational staff (Area
managers) (i.e. like the meetings that used to happen with Peter) To
speak with nanagers of their area/services.
15.08.12 Devizes
Q4
educate staff (like reception and telephonists) in customer service
and how to deal with difficult calls.
Q4 Introduce mystery shoppers
AWP could produce information about services, what people can
expecyt and how processes work.
Q4 Set up a crisis phone number and man it 24 hrs p.d. 365 d.p.y.
03.09.12 Salisbury
Let's get engaged! Event - 03/09/2012 - Fountain Way Hospital
issues
Actions
Session 1Workshop outcomes - table 1
Q1. Interview panels
Q2. PALS
Q2. Veterans service
Q3. Translating performance into involvement
Q3. We need to get peoples experience
Q3.
Greater SU and carer involvement for PICU & L3 (Feels chaotic -
related to change process)
Q3. More use of volunteers - peer mentoring
Q3. Work more with 3rd parties
Q3. Access to services - what number to call in a crisis and expectations
Q4 Keeping Ourspace up to date
Q4 Better communication regarding redesign and staff movement. Chaotic
Q4 Clearer crisis pathway - P.C.L. - needs to be integrated.
Q4 Educating GP's information regarding community teams - redesign
Q4 Clear strategy and structure clearly communicated.
Q4 Lack of signposting and ways of reporting need for improvements.
Q4 Needs to state what it provides and what it can't
Q4 Assign people to carry out good ideas and thus make them happen.
Q4 Try and change the attitude of the carers services.
Session 1Workshop outcomes - table 2
Q1. Feel like I've walked into another planet
Q1. Saw psychiatrist once a month and just given pills
Q1. Things get missed - react to crisis
Q1. Inconsistent care co-ordination.
Q1. AWP needs to know what it's responsibilities are
Q1. Carers - liaise with CPN's
Q1. Needs advocacy
Q1. Time is money but we need to take time to know people.
Q1. Not about numbers it's about need
Q1. Needs consistency, stability and continuity
Q1. Support drops away when doing well.
Q1. Not looked at as people, not holistic
Q1. Person centred - more focus needed
Q1. People get desperate
03.09.12 Salisbury
Q2. Lots of meetings
Q2. Introduce peer mentors - SDAS only
Q2. Carers assessments
Q2. Meet performance targets - statutory
Q2. Dedicated and hardworking staff group - Salisbury
Q3.
Communication - good ideas not actioned in a timely manner - care
pathway process and crisis card
Q3. Drop-in crisis house
Q3. Taking action to implement good ideas.
Q3.
Encourage people into jobs that are worthy of their education and
qualifications.
05.09.12 Swindon (SWC)
Let's get engaged! Event - 05/09/2012 - Sandalwood Courtissues
Actions
Session 1Workshop outcomes - table 1
Q1.
SU - Intimate knowledge of the system. Very good care then in 1996 - but now
community service lacking now Schizophrenia but well on meds.
Q1.
SU - Jenner House unresponsive / not listening to needs - no consultation - very
frustrated - anonymous - faceless. Redesign has resulted in confusion and non-
involvement of SU's. Lack of communication - Care Pathway not integrated - SU in
limbo. First point of contact at Chatworth house lacking/poor and sickness and holiday
cover not adequate.
Q1.
Carer - Early Intervention Team was very successful. Constant change of staff. Care in
medication - delivery and lack of contact - i.e. not handing direct to SU. Reassurance
and confidence in doctors and nurses.
Q1.
Ex Forces need more support from knowledgeable staff - need more specialist support -
diagnosis has been taking 12 years+
Q1. Acknowledgement of other health issues i.e. wheelchair users.
Q2. EIT - was good
Q2. New website is good
Q2. Willingness to improve
Q2. Carers groups and forums - Swindon - others?
Q2. Swindon local Acute Care forums - information flow in & out
Q2. WWLF and Nursing Group
Q3/4 Listening to SU's and Carers and acting upon.
Q3/4 Developing a better understanding of multiple disabilities.
Q3/4 Need ex-servicemen SU and Carer groups set up
Q3/4 Monitoring of medication
Q3/4 Continuity of CPN's, doctors and care workers
Q3/4 Proper handover of patients and SU's from one medic / care worker
Q3/4 ID badges in hospitals
Q3/4 Communication / introductions / advise what's happening and what's going to happen.
Q3/4 More engagement / listening opportunities
Q3/4 More multi-disciplinary engagement
Q3/4 Train GP's
Session 1Workshop outcomes - table 2
Q1. Gaps in service - transparency
Q1. Stigma of diagnosis e.g.. Aspergers
Q1. Alcohol/substance misuse - MH access barriers
Q1. Access to different types of support difficult
Q1. Assessment process judgemental / stereotype
Q1. Misdiagnosis re trauma
05.09.12 Swindon (SWC)
Q1.
Discharged care due to better periods of mood - No support when feeling low anymore -
closed access to MH support after 1 month - was not made aware of this
Q1. Employed - positive work with CPN's
Q1. No 1-2-1 support in hospital - 5wks to support session
Q1. Difficult for 2nd opinion of diagnosis
Q1. Lack of crisis intervention
Q1. Floating support
Q1. Awareness
Q1. Early diagnosis of OCD - assistance with managing diagnosis
Q1. Frequent change of CPN - difficult when forming relationships
Q1. Children to adult service
Q1. Not being believed
Q1. Empathy
Q1. More skill based enhancing schemes
Q2.
Active SU involvement with Swindon - Various groups / networks - ACF / CCF /
Recruitment
Q2. SU involvement exists
Q2. Changes to improve Applewood environment
Q2. Have seen changes happen as a result of steering group
Q2. Steering group - representation of service users - balance between both SU and staff
Q3. More awareness of support services available.
Q3.
More multi-disciplinary working - can cross over services - access more support from
service than one - e.g. D substance / MH
Q3. Don't penalise re negative behaviours - balanced approach
Q3. Training in self awareness
Q3. Peer support
Q3. Be more engaging with patients / SU
Q3. More services available when in crisis
Q3. improvement on services from things such as Aspergers
Q3. Listen to experiences of patient
Q3. Less change of CPN
Q3. Improve communication
Q3. Ongoing support after crisis
Q3. Creative with support - more than just medication
Q3. Not enough services - accessibility - Gaps in services Veteran's, Aspergers
Q4 Simplicity - access to services
Q4 Being aware of the Plan/Pathway when engaged with service
Q4 Holistic approach
Q4 Posta available to people who have similar experiences
Q4 Educating people how services work
Q4 Changes made in Sandalwood - Now is a space for non-smokers to go to.
Q4 Open minded
Q4 Peer support
Session 2
05.09.12 Swindon (SWC)
Workshop outcomes - table 1
Q1. Service User
Q1. Readers panel
Q1. PEAT
Q1. Interviews
Q1. Meetings
Q2. Listened to our views - changes implemented
Q2. Views can differ
Q2. Garden facilities now improved
Q2. Inclusive - opportunity to help others inside and outside AWP
Q3. Lots of doors and gates - in and through the service.
Q3. Getting people to venues - transport
Q3. Size of Trust - is big good?
Q3. Aspergers and LD
Q3. Localism and intergration
Q3. Covering prisons - MH teams input.
Q3. Better use of space
Q3. Mapping of services
Q3. Travel distance between sites and locations
Q3. Training induction for staff
Q3. Constantly evolving / changing
Q3. Venues - Fry's too far out
Q3. How to get back into the system.
Q4. Manageable case load
Q4. Resource book - update directory of services
Q4. 715000 - Debbie Andrews developing - staff XX?
Q4. Clarity on what's available and for how long
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.
Q2
BME - CDW AWP - rethink spiritual conferences - Doing really well. Foundation Trust
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
Q3 Reduce management levels - increase frontline staff
Q3 Not enough money
Q3 Unrealistic time scales - bounce back
Q3 Mapping of services - Lack of understanding for SU before they
Q3
became SU. Lack of understanding of role of SU, Carer + peer support
mentor roles.
Q4 Peer support mentoring
Q4 Forum for SU's.
Q4 Streetwise workers.
Q4 More effective system for engagement and representation.
Q4 Less medication - more therapy.
Q4 Be honest and genuine.
Q4 Holistic approach
Q4 Hope for the future
Q4 Working in partnership to develop services.
13.09.12 Swindon (VC)
Session 3Workshop outcomes - table 1
Q1
Meetings ACF Swindon Carers. Involved with caring for husband going to
appointments been involved 15 years. Commissioner meeting with AWP
services. 2nd services not working together. Psychology service. Chatsworth
House doors are every heavy. (Consultants doors). Also very noisy.
Q2
People are taking more notice of carers. Not all carers feel they can be
involved. Could be fearful of dealing with professionals. Carers needed
carers leave. The person they are for? Support needed to attend meetings.
|Physical and mental together. Information needed - Feels like a risk say
going on holiday. Funding / practical issues. Who do you speak to? Who is
appropriate to speak to? Too many assumptions made and all sides taken
into account. Carers often not identified due to the reduction of / or level of
services provided. Carers are not always aware of their rights. Carers are
the experts and should be given that importance. Process of care plan is
good. Crisis teams don't respond well to calls, need relief / a hand.
Q3
Sharing more information between physical and mental health. More
involvement with GPs. Letters not being forwarded (5 letters). Possible
reaction to redirection - can we record on RIO and other systems.
Communication about medication to all areas. The ease of which
prescriptions are prescribed and have available to all. Concern over medical
problems being caused by MH drugs. Would the help be available in
different areas?!
Q4 Communication needs improving.Point of contact between groups and AWP (Carers help group) Links
needed to progress group (Swindon Carers) - small sub-group. A lot of
things have improved.
18.09.12 Bristol (CRH)
Let's get engaged! Event - 18/09/2012 - Callington Road Hospitalissues
Training for Sus to develop skills and confidence - mentoring from
work person not treatment person
Shorter events for older carers
October event at a difficult venue for public transport
Induction not accessible for volunteers take it around local areas
Geography - estate problem - Get a bus and get out there
Logistics for older carers
Difficult for Carers - Timings of events - start too early - finish too late
Actions
Plan events with this in mind
More small events to feedback findings of Oct event for those that
can't attend
Session 1Workshop outcomes - table 1
Q1 Interview panels
Q1 Spoke at the Trust FT event in WSM
Q1 Nominated on the staff wards
Q1 Service user group at Colsley Fare (pleased to hear CF still exists)
Q1 Art exhibition at Colsley Fare
Q2 Having service users and carers involved in the interview panel
Q2
Having access to service users and carers and being able to
communicate with these groups to share information and listen.
Q2 Young carers DVDs - this is really helpful
Q2 Link with the Vassell Centre
Q3
Have AWP and other agencies able to run joint events /
consultations so that there is a joint care pathway.
Q3 Improve liaison with GPs not just in services where IAPT /Lift is.
Q3
Vary the locality / timing of the events so that SU and carers can
attend
Q3
How do you keep mental health and managers informed about Trust
business (changes / activities)
Q3
Improve the preparation and support the Sus receive in preparation
for panel. So that the transition into society / home is successful -
(many SU's become transient and lose their way)
Q3 Improve contact with support groups for transition
Q3
Why are most therapies Art & Craft based? - not all those who are
mentally ill like Arts / Creative writing
18.09.12 Bristol (CRH)
Q3
Some issues with AWP staff attitudes towards Su and Carer training.
Not valued despite being experts by experience (not seen as equal
adults)
Q3
AWP need to incorporate SU and Carer training into mainstream
business
Q3
Look at the estates v geographical patch. AWP has services in
buildings which are inaccessible and often not in the geographical
patch which they are commissioned for.
Q3
Community mental health bus to travel around both rural and urban
areas - including schools / university / shopping's to challenge
stigma.
Q3
Stop holding inductions at just Jenner House. It isolates those
people who want to volunteer or work for the Trust from doing so.
Q3
Everyone can tell you where your nearest acute hospital or A&E is
but few people can tell you where the nearest Mental Health walk-in
or service is that you can immediately access.
Q4
(SU suggestion) Trust to have AWP outreach services in all parts of
society
Q4
To hold coffee mornings, support groups where you can go to keep
in touch with mental health services, but you're not receiving a
therapy or service, but you would be able to have a MH worker
recognise that you would need more support and put you in touch
with MH services rather that you get to crisis point.
Q4
When you have been an inpatient for a long time you have regular
contact every morning, noon and night (including making you get up,
take meds, eat dinner and have communication with people)
Q4
Then you are released / discharged back home or into society and
all this stops. You are then isolated, often then having other
demands like childcare and this adds stress and isolation can lead to
a relapse.
Q4 We used to explain the O.T. was how to stuff pink felt bunnies !
Session 1Workshop outcomes - table 2
Q1
Founder member of patients council 1995 at Barnes working with
Service development worker - still founder member - fades then re-
ignites periodically
Q1 Foundation Trust Member, volunteer and local resident with interest.
Q1
Bristol survivors network - redesign interview - chaired wy????
Training - co-production
Q1
Staff worker and support ex-service user to work as a volunteer and
also take on roles through responsiveness engagement.
Q1 Design training
Q2
Service user involvement worker - Jess Wright and volunteer co-
ordinator Paul - not enough of them, and don't promote the enough.
Q2 L + D + PALS have right attitude
18.09.12 Bristol (CRH)
Q2
Spotting opportunities to spread the message - Our Voice , Nursing
Conference.
Q2
Recovery implementation group looking at pathway peer support
worker.
Q2
Concept of recovery college - good starting point but need to go
further - access to specific training and apply for substantive post.
Q3 Attitude and stigma. Them and us - it works both ways
Q3 Systems don't help e.g. clusters, diagnosis, labels.
Q3 Media doesn't help.
Q3 Fear and ignorance
Q3 Not enough local involvement workers, want Bristol one.
Q3 Look at job descriptions.
Q3
It's everybody's' business to spot the opportunity to work together
alongside hand in hand - CAN DO!!
Q3
Generic + are specific + project specific. Draw up with service users,
carers, collaboration.
Q4 If people are willing to offer services AWP need to make it happen.
Q4
Reduce barriers - some infrastructures are too hard and not
supportive.
Q4 People have lots of skills and should be re-numerated accordingly
Q4 I am more than a service user / staff member see me first!
Q4 Separate work mentor and let staff do this! Support, Nurture
Q4 Our Voice - send to service user groups.
.
Feedback - re co-production event. It's hard for carers to attend a full
days event, and that Fry's is not accessible if you don't have a car.
. Are Foundation Trust members invited to the co-production event?
.
Need to consider how the information / feedback from the Let's Get
Engaged / Co-production events are communicated to those who do
not have access to computers / and email.
Session 1Workshop outcomes - table 3
Q1 Acute forum - Callington Road
Q1 Peer mentors training and introduced in SDAS
Q1 In SDAS appointment was offered to carers.
Q2
What service? - authoritarian, bound by criteria, (policy, procedure,)
tolerant, mismatch in CMHT staff. Transfer to central team was
difficult - no consistency / continuity with CPNs. Knowledge - lack
(but not generic but with specific area.)
Q2 Not being listened to. Crisis team too busy.
18.09.12 Bristol (CRH)
Q2
Complaining doesn't do anything. Solution is not happening. Process
is long, time is wasted, snotty letter.
Q2
Not being listened to (carer). No care when carers need it. Service in
chaos in Bristol.
Q2 Support worker issues - hand over / changes
Q2
If CPN is ill, appointment is cancelled, rather than "Bank" worker to
fill gap.
Q2 Be human, flexible - how are you today?
Q2
Volunteer, get support, training found myself. Training of dual
diagnosis - training given good.
Q2
As worker you get what you put in. Support and supervision is
available.
Q2 Public image exercise.
Q3 Allow staff to do their job
Q3
Carer support lacking in Bristol. AWP staff invited but then does not
turn up.
Q3 Carers Assessment is fiasco
Q3 Services to be there before something happens.
Q3 Early intervention
Q3 AWP not listening to Carers / Sus
Q3 AWP less resources but bigger caseload so Sus see AWP less
Q3 Work in partnership with Bristol PCT, Council
Q3 More events - not tick box
Q4 Work closer with GPs, police and social workers
Q4 Better communication
Q4 Think outside the box - on high street
Q4 MH walk in centres in big towns
Q4 Radio
Q4 TV, newspaper
Q4 Branding
19.09.12 N Som (Coast)
Let's get engaged! Event - 19/09/2012 - Coast Resource Centre
issues
Mis information hence his diagnosis and judgement
When Integrated services come into force, how will you make sure you get your
fair share of funding?
Lack of continuity - psychiatrist - word nurse - 1.stCare plan was in place, worked well then changed and everything stopped. No
further support available for either SU and Carer
Issues between primary and secondary care
Actions
Caseload weighting measure
Admin backup to minimise loss of worker time
Ring fenced time to deliver care plans / therapy
Improve communications by using technology
Interface between partsEspecially for the 1st home visit. Leave details of person making visit, their unit,
their manager, when and how they will next be contacted.
Session 1Workshop outcomes - table 1
Q1 Interview panels
Q1 Organic conference
Q1 Sit on recovery and implementation group
Q1 Train staff for AWP
Q1 Got to forums
Q1 Community meeting on Juniper Ward
Q1 Family therapist - Adult mental health in children's centre - "Think family worker"
Q2 Training enjoyable and useful
Q2 Learning and development
Q2 Recent engagement meetings - feedback of outcomes / actions please.
Q2 Service user involvement - especially on wards
Q2 Staff passionate about care delivery - setting up peer mentors a great idea
Q3 Haven't been asked to go on an interview panel since being in hospital
Q3 Being in hospital has been used against her (discrimination)
Q3 Sometimes meetings/forums can be short following a talk.
Q3 RIO has negative impact? Reduces face to face time.
Q3 More communication - difficulty getting help when needed
Q3 Less Sus per CPN - caseload weighting tool / measure
Q3 More clinical support (resource)
19.09.12 N Som (Coast)
Q3 Intensive support team do not react quickly enough
Q3 Negative feedback to involving with MH services
Q3
Adult MH and social care working together. Social care don't understand my
mental illness. No contact with care co-ordinator.
Q3 Training issues. Stigma holding
Q3 Both agencies signed up to Think Family working but it's not happening.
Q3 Collaborative working is the way forward.
Q4
Clear description of services able to be offered and if unable to offer direct to
appropriate services.
Q4 Joint meetings to clarify needs across agency / clients concern / child
Q4 Time to change / rethink campaigns.
Q4 Link with colleges
Q4 Roll out MH first aid.
Q4
AWP being a mindful employer: evidence of this please. Uncaring sickness
policy
Discuss interview panel experience to be discussed with PALS
Ask service users etc why they do not attend (feedback)
Can ex service user be contacted fro feedback / experience.
AWP staff to me more informed to let service user know.Demarcated agreed time to develop care plans + deliver therapy - aided by
admin inputting data to computers
Staff member x number of hours each week to deliver therapy
Session 1Workshop outcomes - table 2
Q2
Interface between many different agencies and how difficult that can be - red
tape.
Q2
Could do better at processes. It is not necessarily the staff who are not doing
their jobs, rather the systems that we are within.
Q2 AWP has a lot of bad press and have worked hard to remedy this
Q2
Carers form was handed out immediately when wife was admitted. Wasn't
unhelpful but it was abit woolly and wasn't really sure what to fill in.
Q2
Juniper ward staff are committed but are totally pressurised and it's amazing how
they keep their equilibrium.
Q2 Sending the information on bus / train routes to this event was really helpful.
Q2
Integrated services are working well in Hereford / Torbay where you ring one
central number for (Health Services / Social Services)
Q2
Do not interpret non medical terminology (having fidgets) to a medical term
(agitation) and it was among diagnosis/action
Q2
Improve the information provided to the service user - including any acronyms,
words, what AWP does some of the basics as it sometimes feels like we are
starting on chapter 2 or 3
Q3 Improve communication between services
Q3 Improve the knowledge of mental capacity in general / acute hospital
Q3
Improve GP knowledge about AWP and MH services, communicate changes in
services which affect SU's and carers to those who are affected.
Q3
Some SU's and carers would like a 2nd opinion and find it hard and time
consuming to get one.
19.09.12 N Som (Coast)
Q3
Staff feel very under resourced, there are inconsistencies in approach and often
where there is a discrepancy the pschyiatrist takes the decision despite the
nurses knowing the SU well because they spend the most time with them.
Q3
NMC code of conduct about managing the ward and health safety and risk, yet to
get additional staff ward managers have to spend much time ringing someone at
home (on call manager) who gives authorisation. More trust in the nurses who
are working the wards and can make those decisions.
Q3 Increase the knowledge of real time surveys
Q3 Staff need to be informed about the involvement database
Q3 We do not spend enough time with the service users
Q3 No continuity for SU with their pschysoratrist
Q4
Comment box on the wall so Sus and carers can capture ideas and suggestions
as they occur rather than wait until the monthly survey comes round. Also when
aided to complete the survey (by a staff member) you might get a bias view
point.
Q4
Can volunteers help with feeding Sus who need help, like they do on the acute
wards?
Q4
Have a method for staff to complete file notes electronically whilst in the
community on visits not after 4 or 5 visits. On that day and then have to
remember all that information at the end of the day.
Q4
Be explicit with Sus that they may not always have the same care giver - but the
Trust can mitigate the impact these changes have on the Sus by ensuring that
key information is passed over and the SU/Carer have lots of contact.