Too a degree of tolerance of poor Poor care is not tolerated, but there are Physical environment at DMH needs standards and of risk to patient examples in SUIs and complaints. addressing because of risks around patient experience Mortality committee has been established and is reviewing all deaths. Examples of poor care being tolerated in SUIs and complaints A failure to appreciate recently the risk of More work needs to be done on succession disruptive loss of corporate memory and focus planning to avoid loss of corporate memory. resulting from repeated, multi-level organisation Points raised from KPMG’s Quality Governance Review re: Quality / Patient experience Integrated Report Progress More to do Board-level ward visits (unannounced, and Executive directors frequently visit patient areas Board visits take place but not unannounced. taking account of intelligence on the service unannounced. reviewed Triangulation with data required. Community services as well as wards should be visited. Board-level patient engagement limited to Annual general meeting includes a This will be explored in the patient experience “market traditional route. Need to increase patient where people can meet directors and find out forum contacts and use more innovative methods about services. Need for increased use of patient stories at Incident reports relating to individuals are shared Stories shared at the board only occasionally, Board level at Board level by nursing and medical directors. more action required. 12 patient stories to be written up as part of Positive and negative experiences need to be Quality Strategy shared. Need to continue to work on staff engagement This theme has been taken forward through: Prevailing staff perception that morale is low challenges based on national survey - Great all round events - line management Further work required on issues identified in - Staff survey action via model employer group Staff survey - bag in Estates and Facilities
Too a degree of tolerance of poor standards and of risk to patient Poor care is not tolerated, but there are examples in SUIs and complaints. Mortality committee has been established and is reviewing all deaths. Physical environment at DMH needs addressing because of risks around patient experience Examples of poor care being tolerated in SUIs and complaints A failure to appreciate recently the risk of disruptive loss of corporate memory and focus resulting from repeated, multi-level organisation More work needs to be done on succession planning to avoid loss of corporate memory. Points raised from KPMG’s Quality Governance Review re: Quality / Patient experience Integrated Report Progress More to do Board-level ward visits (unannounced, and taking account of intelligence on the service reviewed Executive directors frequently visit patient areas unannounced. Board visits take place but not unannounced. Triangulation with data required. Community services as well as wards should be visited. Board-level patient engagement limited to traditional route. Need to increase patient contacts and use more innovative methods Annual general meeting includes a “market where people can meet directors and find out about services. This will be explored in the patient experience forum Need for increased use of patient stories at Board level Incident reports relating to individuals are shared at Board level by nursing and medical directors. 12 patient stories to be written up as part of Quality Strategy Stories shared at the board only occasionally, more action required. Positive and negative experiences need to be shared. Need to continue to work on staff engagement challenges based on national survey This theme has been taken forward through: - Great all round events - line management - Staff survey action via model employer group - bag in Estates and Facilities Prevailing staff perception that morale is low Further work required on issues identified in Staff survey
tb%20seminar%2027%2011%2013%20-%20appendix%203.docx