Partnership
For teams or individuals working in partnership with other professionals or external agencies. This could be to ensure that our service users get help with occupation, leisure, welfare, housing and physical health needs.
Winner: Can I Understand This? Group
This group has been meeting since September 2010 and in the past 12 months they have reviewed and edited several trust documents, leaflets and even a film making them more accessible for people with a learning disability. The group consists of five service users with a learning disability who are supported by two members of staff.
They have provided a number of valuable lessons in how to produce accessible materials, which the community team, Atlas House and the trust’s Communications Team have since taken on board.
The nominator said that “When reviewing material the service users are asked what they think about it, do they need help with understanding it, what they like about it, what they think about the writing, are the words easy to understand and do pictures help them to understand the writing.”
Highly commended: Natalie Cook
Natalie was nominated by the trust’s Patient Experience Lead for “working tirelessly, initially as a volunteer and then as a paid member of staff to implement the Patient Experience Volunteer Visit programme for the trust.” She has helped to develop a questionnaire – The Oxleas Patient Experience Questionnaire – which is used to interview service users and carers who use the trust’s services.
“The really innovative aspect of the programme is that the questionnaire is administered by trained volunteers, service users, carers and non executive directors of the trust. People using the trust’s services know that their needs are being taken into account and that they are being listened to by people who are involved in the service but not actually providing the care that is being discussed. This enables a more open exchange of information and provides a more accurate picture of the trust’s services. They also know that their views will be acted upon.”
“The success of the programme has been dependent on Natalie’s enthusiasm, commitment and thoughtfulness. She has liaised with the sites has been administered, ironed out any problems and provided training and hands-on support for the volunteers. Many of the volunteers have gained tremendously in confidence as a result of their participation and have acquired numerous transferable skills.”
So far over 600 patients have been interviewed in services across the trust. Changes are being implemented to improve in each of the services visited. The programme was singled out for praise by the national NHS Quality Board who visited the trust earlier this year.
Commended: Greenwich Time to Talk
Greenwich Time to Talk was set up under the Improving Access to Psychological Therapy (IAPT) initiative. Over the past 12 months the team have performed exceptionally well, becoming one of the best performing IAPT services in London.
Waiting times have dropped despite the team doubling the number of patients they see in nine months.
A high proportion (70%) of their patients now self-refer by calling the team and booking an appointment. It is not necessary for people to be referred their GP.
Patient satisfaction has also improved with the latest figures showing that 100% of service users were either very satisfied or satisfied with the service and 77% were very satisfied.
They have started to work in partnership with Greenwich Community Health Services Long Term Conditions team because people with long term conditions such as chronic obstructive pulmonary disease are often more likely to become depressed. The team were nominated by their manager who praised the “considerable amount of innovation and hard work.” The team have developed a ‘feeling better’ publicity campaign to promote treatment of mild to moderate depression and have successfully piloted stress control classes.
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