Supporting people to be Safe, Well and at Home
Quality Accounts for 2014/15
Supplier of services to
Plymouth Community Healthcare Quality Accounts 2014/15
Quality Accounts 2014/15
1
Introduction
Our vision, values and aims
Services we provide
Statement from the Chief Executive Officer
2
Our priorities for quality improvement 2015/16
Statement from the Director of Professional Practice
Our Aims and Plans for Improvement
Statements of assurance relating to the quality of services
Review of our Quality Priorities for 2014/15
3
Review of our services
Aim 1 A recognised employee led organisation
Aim 2 Providing seamless system leadership
Aim 3 Supporting local people and communities
Aim 4 Where experience exceeds expectations
Aim 5 Sustainable, successful and admired
Quality Indicators
Statements from stakeholders
Your Feedback is important
We want our Quality Account to be a
record of the conversation between
Plymouth Community Healthcare
and the people we support.
We value your thoughts and would
appreciate any feedback on how
we are doing or what our priorities
should be. You can contact us in a
number of ways:
@
By email
customerservicespch@nhs.net
By telephone (01752) 435201
By Post Customer Services Manager
Local Care Centre, 200 Mount Gould Road,
Mount Gould, Plymouth PL4 7PY
1
Quality Accounts 2014/15
1.1 Introduction
Welcome and thank you for reading our Quality Account for
the year 2014 to 2015. This reports sets out our vision for
high quality services, what we have achieved and what our
priorities are for the next 12 months. You can use the report to
understand:
• What people say we are doing well;
• Where we feel we need to make improvements and what are priorities are;
• How we have involved people who use our services, staff, carers and others in deciding these priorities and monitoring our progress.
The leaflet can be provided in other formats or languages by phoning 01752 435038
i
Glossary
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Plymouth Community Healthcare Quality Accounts 2014/15
1.2 Our vision and aims
Our vision
Plymouth Community Healthcare is committed to
fairness, equity, and values diversity in all aspects of
its work as a provider of healthcare services and as
an employer of people. We constantly strive to ensure
services are fully inclusive and accessible, meet the
health needs of the local community and seek to build
a workforce that is representative of the community it
serves.
To work together with others to help the local population
to stay physically and mentally well, to get better when
they are ill, and to remain as independent as they can
until the end of their lives.
Our Five Aims
Overall our vision is for people to stay safe, well and at
home.
Plymouth Community Healthcare is committed to this
vision and aims to deliver high quality compassionate
care by all our staff, at all times and across all our
services.
A recognised employee
led organisation
Based around local
people & communities
Providing seamless
system leadership
Sustainable, successful
& admired
Where experience
exceeds expectations
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Plymouth Community Healthcare Quality Accounts 2014/15
1.3 Services we provide
Plymouth Community Healthcare is an independent social
enterprise providing NHS services for local people. We work
as part of the NHS family in a similar way to GP’s, Dentists
and Pharmacies. We provide community physical and mental
healthcare for around 270,000 people in Plymouth as well as
some specialist services for those living in Devon and Cornwall.
We also work with partners to join up health and social care
services to provide the integrated care people want.
Our services offer support across the whole of a person’s life,
from our support in the community through community nursing,
health visiting and school nursing to minor injuries unit, brain
injury rehabilitation and specialist inpatient rehabilitation. We
also provide primary care services at four main sites, plus
an acute GP service to Derriford Hospital, dental services,
prosthetics and orthotics to all ages. These services are based
out in the community from the following sites:
•
Various Units at Mount Gould Hospital and the Local Care Centre
•
Cumberland Centre
•
Syrena House
•
Plym Bridge House
•
Glenbourne Unit
•
Lee Mill Hospital
•
The Thornberry Centre
•
Westbourne
•
Nuffield Clinic
1.4 Statement from the Chief Executive Officer
Welcome to our quality accounts for Plymouth
Community Healthcare CIC, for the period covering
2014/15, going forward into 2015/16.
People receiving support from our services deserve the
very highest quality of care, delivered with compassion,
respecting dignity and always centred on the needs of
the individual and their family.
Our quality accounts provide a formal summary of
how we have delivered our promises over the past 12
months, but also in scoping out our priorities for the
forthcoming 12 months.
grateful thanks to our partner organisations in the
statutory, community and voluntary sectors, but most
importantly the feedback we have received from people
and their families, following their experience of our
services.
To the best of my knowledge, the information contained
within this report is accurate.
Stephen Waite Chief Executive
Plymouth Community Healthcare CIC
We remain totally committed to the delivery of quality
care and support, listening and learning from the
experiences of people using our services and ensuring
that the learning is embedded in our treatment and care.
We have new opportunities during 2015/16, with the
integration of both Health and Adult Social Care for
Plymouth within Plymouth Community Healthcare, and
in being the organisation charged with the delivery of
community-based services for the wider geography
covering South Hams and West Devon.
I would like to formally record my sincere appreciation
for all the support and contribution made by colleagues
within Plymouth Community Healthcare to the delivery
of quality services. I would also wish to express my
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Plymouth Community Healthcare Quality Accounts 2014/15
2
Our priorities for quality improvement
2015/16
In this part of the report, we want to focus on our priorities for
2015/16. Similarly to last year, our approach is to focus on
a small number of priorities that we believe to be important.
Within each priority, we are aiming for improvement on last
year’s achievements.
This section has been put together after consultation with our
stakeholders and through discussions with colleagues and
commissioners. We asked our stakeholders to comment on the
priorities we identified. We also reviewed the information we
had gathered during 2014/15 from a number of different areas.
These included complaints and concerns, patient satisfaction
surveys, service user involvement groups, friends and family
tests, incident reports, staff workshops, our commissioners
intentions and the statements from our statutory stakeholders
from last years quality accounts.
We have grouped our quality priorities under our five aims.
These aims are derived from our core values and are
concerned with ensuring that people who use our services feel
cared for, safe and confident in their treatment.
2.1 Statement from the Director of
Professional Practice Quality and
Safety
Supporting people to be safe, well and at home is the clear
vision for Plymouth Community Healthcare. As part of this
we believe that our five aims will support us to ensure that
continued improvements are made to the experience of people
and their families who require support, whether that is to help
people who need support or care for a short or long term period.
One of the most important measures of quality for people is
their experience of support from our staff team. At Plymouth
Community Healthcare we are proud of our staff and their
achievements and believe that as a social enterprise we have a
great opportunity to make it a pleasure to work together and for
patients to have a more positive experience of care or support.
The quality of our staff, along with the actions published in
our quality accounts, will be successful in continuing to drive
improvements in high levels of patient satisfaction, quality and
safety.
Geoff Baines Director of Professional Practice Quality and Safety
Plymouth Community Healthcare CiC
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Plymouth Community Healthcare Quality Accounts 2014/15
2.2 Our Aims
Priority
Aim
How will we
achieve this?
How will we
measure this?
Aim 1 A recognised employee-led organisation
To support and strengthen the
role of employees leading our
organisation through ‘Our Voice’
To ensure that people
who contact our
organisation, or access
our services, have a
positive experience
and to contribute to
the improvement of
staff satisfaction and
experience
Establish membership of
an employee led group
‘Our Voice’ throughout the
organisation
Identify representation of
Our Voice at Board level
Priority
All children and young
people have a safe and
appropriate transition
to adult services when
necessary or a planned
discharge or transfer to
primary care
Development and
implementation of an
agreed transition protocol.
A transition plan in place
for every young person.
How will we
achieve this?
How will we
measure this?
Aim 4 Where experience exceeds expectations
Analysis of results of a full
staff survey.
Patient satisfaction
survey results reported
to the Safety Quality and
Performance committee
To reduce avoidable harm for
patients who use in patient
services
Reduce the number of
avoidable pressure ulcers
Reduce the harm
associated with any falls
occurring in our inpatient
areas
Provide essential
education, learning
and development
opportunities for our staff.
Aim 2 Providing seamless system leadership
Effective transition for children
and young people leaving child
and adolescent mental health
services to go to other services
or adult services
Aim
Publication of agreed
protocol
Patient experience
feedback on satisfaction
reported by young people
Taking action through
a ‘sign up to safety’
campaign prioritising these
areas. Implementation
of strategies to address
pressure ulcer reduction,
harm associated with falls
and targeted training.
Monitoring the number
of incidents and
safeguarding alerts
reported through the
Safety Quality and
Performance Committee.
We will assess and
monitor feedback from
the people who use our
services
Aim 5 Sustainable, successful and admired
To develop opportunities for
Plymouth Community Healthcare
to be ‘research active’.
To increase the range
of clinical trials available
to local people and their
families in order to provide
better services and improve
overall quality
Establishment of a
Research Governance
Group and research
leadership. Development
and implementation of a
Research Strategy
The number of clinical trials
initiated.
The number of patients
recruited to participate in
clinical trials
Aim 3 Based around local people and communities
To increase opportunities to
integrate health and social care
services for the benefit of local
people and families
To ensure that the people
who use our services
receive the right care, at
the right time and in the
right place
Establish a formal
integrated arrangement
of health and adult social
care services
Monitoring and reporting
to the local authority on
the number of people who
receive an assessment
process
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Plymouth Community Healthcare Quality Accounts 2014/15
2.3 Statements of assurance relating
to the quality of services
This section of the document contains nationally mandated
statements of assurance and the purpose is to ensure that
Plymouth Community Healthcare care has considered quality of
care across all of the services that it delivers.
Between 1 April 2014 and 31 March 2015, Plymouth
Community Healthcare provided in excess of 71 NHS Services.
Plymouth Community Healthcare has reviewed all of the data
available to them on the quality of care for all of these services.
2.3.1 Participation in National Clinical
Audits & National Confidential
Enquiries
By being involved in clinical audits nationally, regionally and
locally we can discover where the organisation is providing
excellence in its services, and where we can improve.
During 1 April 2014 to 31 March 2015, Plymouth Community
Healthcare participated in two national clinical audits and one
national confidential enquiry, for which it was eligible; the details
are set out in table 1, (overleaf).
The income generated by the NHS services reviewed in
2014/15 represents 89% of the total income generated from the
provision of services by Plymouth Community Healthcare for
2014/15
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Plymouth Community Healthcare Quality Accounts 2014/15
Table 1
Audit or Enquiry
Eligible to
participate in
Actually
participated in
Data collection completed
No. of cases submitted
Actions identified
Sentinel Stoke
National Audit
Programme
Yes
Yes
Continuous data collection starting Jan
2013, ending 2016/7
Between 1 Apr 14 and 31 March 15:
To improve the intensity of therapies for Occupational
Therapy, Physiotherapy and Speech & Language
Therapy.
Mount Gould Hospital Stroke Rehab submitted
134 cases, and the Early Supported Discharge
(ESD) Team 206 cases, to the audit. Note: some
cases are for patients who have been cared for
by both the Rehab team and the ESD team.
To improve discharge processes including proportions
of patients: receiving a joint health and social care plan;
with planned anticoagulant treatment for atrial fibrillation;
treated by a skilled Early Supported Discharge team
team; with a named contact on discharge.
Where applicable, to improve screening for mood and
cognition and for nutritional risk, and address any
continence issues.
National Chronic
Obstructive
Pulmonary Disease
Audit
Yes
Yes
January – July 2015
20
Actions will be confirmed following publication of the
audit findings in 2015.
National
Confidential Inquiry
(NCI) into Suicide
and Homicide by
People with Mental
Illness (NCI/NCIS)
Yes
Yes
Quarterly returns made
6 questionnaires sent
to clinicians re suicides.
Quarterly returns enable us to review the data and identify
individuals who have had contact with our mental health
services in the 12 months prior to event. Consultants/
clinicians complete questionnaires, which are submitted to
the Inquiry.
National Audit of
Intermediate care
Yes
0 homicides.
No
A new electronic records system to
be implemented to support improved
information sharing and to enable
participation during 2015
n/a
n/a
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Plymouth Community Healthcare Quality Accounts 2014/15
The reports of 27 local clinical audits were reviewed by
Plymouth Community Healthcare in 2014/15. For every local
clinical audit undertaken, where appropriate, an action plan is
created for the teams involved. Each audit has an identified
lead and the action plans are monitored within operational and
governance meetings.
2.3.2 Goals agreed with
Commissioners
A proportion of Plymouth Community Healthcare’s income from
1 April 2014 to 31 March 2015 was conditional on achieving
quality improvement and innovation goals agreed between
Plymouth Community Healthcare and the NHS Northern,
Eastern and Western Devon Clinical Commissioning Group
through the Commissioning for Quality and Innovation (CQUIN)
payment framework. Further details of the agreed goals for
2014/15 and the forthcoming 12 months are available on
request from dawn.slater1@nhs.net
2.3.3 Care Quality Commission Views (CQC)
Plymouth Community Healthcare is regulated and registered
with the CQC and is subject to periodic inspections. The
latest published inspection was in March 2015 after a followup inspection of Syrena House. The inspection focused on
medicines and concluded that appropriate arrangements were
in place for the management of patient medication. Plymouth
Community Healthcare has not been required to participate in
any further special reviews or investigations by the CQC during
the reporting period.
Full reports of CQC reviews are available at the following link:
www.cqc.org.uk/public
2.3.4 Data quality
Good quality information underpins the effective delivery of
patient care and is essential if improvements in quality of care
are to be made. We understand the importance of ensuring
that information held within the organisation is of the highest
quality possible. This enables us to make informed, accurate
and timely decisions about people who use our services and
our community involvement.
We are currently in the process of migrating our services away
from multiple Patient Administration platforms on to a single
organisation wide unified platform (TPP’s SystmOne), which
will bring many benefits in not only patient safety & care, but
in data quality. This system is linked directly to the NHS Spine
Authentication portal, which holds all NHS Number registrations
and the most up-to-date GP details for patients which will
automatically update our records.
The NHS number is the only national unique patient identifier
used to help healthcare staff and service providers match
people to their health records. Whilst the whole of the NHS
and independent sector have made significant improvements
in the NHS number allocation, we continue to strive for 100%
compliance in line with our allocation of GP surgery results for
submitted records.
2.3.5 Secondary uses service
Plymouth Community Healthcare submitted 1,188 impatient
and 2,347 outpatient records between 1 April 2014 and 31
March 2015 to the Secondary Uses Service for inclusion in
the Hospital Episode Statistics which are included in the latest
published data. The percentage of records in the published
data, which included the patients NHS number, was:
• 99.2% for admitted patient care (national average 99.2%)
• 99.3% for out patient care (national average 99.3%)
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Plymouth Community Healthcare Quality Accounts 2014/15
2.3.6 General medical practice code
The General Medical Practice (GMP) Code is an organisation
code and Plymouth Community Healthcare has its own unique
code. Accurate recording of the GMP code is essential to
enable the transfer of clinical information about the patient from
the patient’s GP. The percentage of records in the published
data which included the patients valid GMP code was:
• 100% for admitted patient care (national average was 99.9%)
3
Review of our Quality Priorities for
2014/15
Our progress has been grouped under our five strategic aims
and together they address whether people who use our services
feel ‘cared for, safe and confident in their treatment’. In this
section, we look specifically at our progress against each of
the priorities we identified last year. We also offer commentary
on some of the other great things that have been happening to
achieve our aims and our overall strategic vision.
• 100% for outpatient care (national average was 99.9%)
To ensure we improve or maintain our compliance for both
NHS Numbers & GP practice registration indicators for our
submissions, ongoing monitoring reports for these specific
indicators (and many others) are being created. The Business
Intelligence Team will be responsible for the monitoring of these
data items.
2.3.7 Information governance
Plymouth Community Healthcare’s score for 1 April 2014 to 31
March 2015 for Information Quality and Records Management
was assessed using the Information Governance Toolkit (IGT).
We scored 69% and were graded as ‘green’ (satisfactory). This
is an improvement from last year, which was 68%
3.1 Review of our services
Aim 1
A recognised employee led
organisation
We set out to:
Ensure that people who contact our organisation, or access our
services, have a positive experience We would achieve this by:
Evaluating customer care training across the organisation and
addressing any inconsistencies that have been identified
We would know because: Patients who use our service or come into contact with our staff
will tell us about staff attitude through their feedback
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Plymouth Community Healthcare Quality Accounts 2014/15
Customer Care Training
Feedback from people who use our services is received in a
variety of ways including annual patient surveys, the friends
and family test, comments, concerns and complaints. A revised
Customer Care training session is now being provided to all
members of staff as part of the annual mandatory training
programme. We also provide sessions to individual teams,
which we tailor to specific needs and this is always positively
received. In addition, we have utilised a Customer Service
training package, which is run by Plymouth City Council. This
gives a City & Guilds award in customer care to those staff that
are successful in achieving the necessary standard. Whilst we
continue to receive feedback when things haven’t gone well,
the majority of the comments received are complimentary of
the staff that provides care. In order to ensure that people who
contact our organisation have a positive experience, we will
continue to provide training over the coming year and hope to
build on that programme in the future.
Apprenticeships
Health Education South West and the National Apprenticeship
Service support Plymouth Community Healthcare to provide
apprenticeship opportunities for both new and existing
employees. Employing local people is very important to us
and this scheme offers people from our local communities that
opportunity.
Our apprentices have become an important part of the
Plymouth Community Healthcare (PCH) workforce within their
clinical areas and fill a crucial role in helping to offer high quality
care that the organisation is founded on. They are now two
thirds into the course, which will culminate in them achieving
a band 2 health care assistants qualification up to NVQ level
2. The areas they are working in include; acute, recovery
and dementia based Mental Health Units, as well as physical
healthcare rehabilitation wards based at Mount Gould Hospital
in Plymouth. We have been recognised for our work regarding
the apprentices by the Evening Herald Newspaper by achieving
two runners up places from the Herald Apprentice Business
Awards, which was held on April 23rd, 2015.
Our Voice
The purpose of ‘Our Voice’ is to enable staff to influence
the future direction of the organisation and debate current
issues that affect both staff and the business it is engaged
in. ‘Our voice’ ensures that, through its membership,
the views of staff are used to help shape the business
and strategy of Plymouth Community Healthcare and
the services it provides, thereby giving those staff a
voice. It will continue to improve quality and levels of
service to the community we serve and as a Community
Interest Company, look to re-invest any surplus into the
community.
The aims of the forum are:
• to help improve the health and well-being of the local community
• to help contribute to the improvement of staff satisfaction and experience
• to contribute to improving our organisation
Community Healthcare, Volunteer of the Year and
‘People’s Choice’; this gave an opportunity for the public
to nominate staff based on their experiences.
Nicola Stidever, Team Manager for District Nurses
was part of the team that won the Innovation and
Development award. Nicola reports:
‘It’s great that the efforts of staff have been recognised
and I was really proud to receive the award. It also had
the added bonus of raising the profile of the innovation
and work we were aiming to promote”
“This year Our Voice was responsible for introducing the
Plymouth Community Healthcare People Awards 2014. It
was a fantastic event with 189 nominations for members
of staff and teams. The awards created a “feel good”
factor within Plymouth Community Healthcare and really
helped to recognise the valuable work that takes place
at all levels of the organisation. We plan to make 2015
awards even bigger and better.”
Valuing staff and supporting innovation is key to Plymouth
Community Healthcare as a Social Enterprise. Over the
past year, following staff engagement and feedback, ‘Our
Voice’ have implemented annual staff awards. These
have eight categories that include celebrating Plymouth
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Plymouth Community Healthcare Quality Accounts 2014/15
Innovation and Development
This prize was for a team which has worked
well together on a project or initiative or
simply does a good job every day. Two
teams were given the prize.
Plymouth Community Healthcare
People Awards 2014 - The Winners!
Winners: Acute GP Service (left), and
Glenbourne Unit (right)
Plymouth Community Healthcare launched the PCH People
Awards for the first time this year, with eight award categories
open for nominations.
All of the awards could be nominated by anyone from within the
organisation except for The People’s Choice award, which was
open to nominations from the general public.
In total 189 people and teams were nominated in all eight
categories and winners and runners up were decided by a
panel on October 1, with the top three nominees in each
category invited to the celebration.
The awards ceremony was
held on 16th October at
Boringdon Park Golf Club,
with winners presented
with trophies and
certificates by Plymouth
Community Healthcare
Chairman Duncan Currall
and Chief Executive
Steve Waite.
PCH Peop
le Awards
The Peop
Nominatio
le's Choic
ns now op
en!
e Award
This category saw joint winners scoop a prize for
an innovation that has made a significant contribution to
improving services and the experience of patients.
Winners: CAUTI Working Party (left), and Amanda Eddy
and Stroke colleagues (right)
The CAUTI (Catheter Acquired Urinary Tract Infection) Working
party were nominated for improving catheter care both in hospital
and in the community, which “promoted high quality care”.
2014
Amanda Eddy and her Stroke colleagues were nominated for
early Stroke discharge on Skylard Ward, which “significantly
improved the quality of care for patients”.
Runners-up: Michelle Thomas, and CAMHS Infant Mental
Health Team
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Runners-up: Recruitment Team, and
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Unsung Hero
Volunteer of the Year
This award was for a team member
whose work or support keeps
everything and everyone going.
This award was for a volunteer who
provides an outstanding contribution
to the organisation. It was scooped by
an entire volunteer team.
Winner: Paul Fry
Paul Fry from the Business
Intelligence Unit was nominated for
working to introduce a new patient
record system and is “known as Mr
Epex due to his expansive knowledge”.
Winner: Weight Management
Buddy Program
Weight Management Buddy Program
were nominated for being the volunteers
who support patients in the period before
bariatric surgery.
Runners-up: Samantha Linton, Shelly
Horrell, Maureen Jenkin-Watters and Jenny
Burchell
Passion for Profession
Chairman’s Award
This award was for a person who is
dedicated to improving the health
of our communities and has
dedicated many years to this task.
Winner: Tracy Clasby, North East
Deputy Locality Manager
This was given to a person who
deserves recognition for their
exceptional work and has overcome
odds to carry on their working life.
Winner: Theresa Mitchell
Winner: Steve Manners
Tracy Clasby was nominated for
focusing on delivering high quality
patient care, because she “leads teams and
individuals to achieve the best outcome”.
Theresa Mitchell – tissue viability nurse
specialist, has been working to develop a
new strategy to tackle problems caused by
pressure ulcers, and has been named as “a
wonderful asset to our Clinical Community”.
Runners-up: Sue Goodman, and Neal Gardner
CAMHS Infant Mental Health Team
Runners-up: Angie Wake, Dr Alan Fitter and
Denise Edgcumbe
Steve Manners works in the estates
department to ensure buildings and
grounds are of the highest quality,
with colleagues commending his
commitment to the job.
This prize was for an individual or
team who motivates, inspires and
supports the people they meet and
work with.
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The Acute GP Service offers an alternative
to hospital admission where appropriate,
based at Derriford Hospital, and offers
“care, quality and an innovative way of
working”.
The Glenbourne Unit is the acute hospital
for people suffering from mental health
problems aged between 18 and 65 who
cannot be supported at home, and was
described as “exceptionally dedicated to
patient care”.
Runners-up: Lisa Stanton, and
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Runners-up: Sarah Hyde, and Ginnie Stiff
23
Plymouth Community Healthcare Quality Accounts 2014/15
Aim 2
Providing seamless system leadership
We set out to:
Ensure that records of people who use our services are held
electronically and improve quality and safety by enabling health
professionals to share information more easily We would achieve this by:
Rolling out a new patient electronic system across the
organisation, which will involve both staff and people who use our services
We would know because: We will scrutinise our health records audits and feedback from
health professionals and people who use our services
Our inpatient areas will move onto ‘SystmOne’ in June, after
which we will be implementing electronic prescribing.
The new system is already showing benefits, particularly with
clinicians being able to see the whole patient record when they
need to, which was not possible when using paper notes.
Integrated Health
Plymouth has ambitious plans to join up adult health and
social care services and an award of £1.44 million from
the Department of Community and Local Government
Transformation Challenge Award 2015-16 has helped. The
award will make it easier to improve care for people; it is
estimated that the number of people aged over 65 years
in Plymouth will increase to 46,700 by 2016. This ageing
population will have more complex needs and long-term
conditions that will require health and social care services to
work together.
Electronic Records
Dr Paul Hardy, a GP from Plymouth and chair of the Western
Locality of NEW Devon CCG said: “I am delighted that we are
able to show a real commitment to the community in Plymouth
who do need us to collectively deliver more for the money we
get.”
We have continued to rollout ‘SystmOne’ as our new electronic
patient record system. All community, mental health and
children’s services are now using ‘SystmOne’ for their patient
records and clinical administration. Data for mental health
and some other services was migrated electronically from the
old Epex system into ‘SystmOne’. In other cases new records
were created, sometimes scanning in previous information. 900
small tablet computers have been issued enabling staff to use
the system when they are with patients in a community or home
setting.
The money will help stop people ‘falling through the gaps’ and
stop health and social care feeling disjointed. Councillor Jon
Taylor, cabinet member for transformation, said: “this is really
exciting news for Plymouth and will really help transform health
and social care services for people in this city. I believe we have
a real opportunity to change services for people and deliver
better experiences. People don’t want to keep telling their story
over and over again to different services or organisations. The
aim of this is to ensure we deliver the right care, at the right
time, in the right place.”
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Plymouth Community Healthcare Quality Accounts 2014/15
Aim 3
Supporting local people and
communities
We set out to:
Improve dementia care by better supporting carers of people
with dementia and improving recovery from stroke by offering a
community focused approach to rehabilitation We would achieve this by:
Developing a dementia framework and support network, and
developing an early supported discharge pathway
We would know because: Patient feedback is monitored and we will review any comments
and concerns, which are raised by carers. We will monitor the time
that people who use our services spend in a stroke unit
Dementia Care
Within Older People’s Mental Health, the Complex Dementia
Team & Memory Service has been working alongside five
Dementia Support Workers from the Alzheimer’s Society.
Post diagnostic work is currently being developed so that every
patient or carer, following a formal diagnosis, is referred on to
the Alzheimer’s Society workers to enable them to make contact
and offer follow-up support. Currently, all patients and carers
are given a ‘What Now’ pack, which contains information about
voluntary organisations and other relevant information, and
support that is available.
For people awaiting diagnosis where there is a carer involved,
it is planned that the Carers Hub (Plymouth Guild) will become
involved to offer further support and signposting. When there
are significant issues prior to a formal diagnosis, the Complex
Dementia Team can become involved to offer assessment,
treatment and support.
On Edgcumbe Ward - our Assessment & Treatment Unit, the
Alzheimer’s Society and Carers Hub (Plymouth Guild) are
forming a monthly carer’s drop-in session and the Clinical Team
Leader has taken on a carer’s champion role.
We are also involved with the Plymouth Dementia Action
Alliance and in the future, stronger links will be formed to
support better care and treatment for patients diagnosed with
dementia.
Improving Recovery from Stroke
Since its creation back in October 2012 the Early Supported
Discharge Team has continued to provide a seven day a week
service incorporated with an intensive individualised therapy
programme for people following acute stroke within their home
or place of residence.
The team works consistently with both acute and rehabilitation
inpatient services to support early discharge from hospital
whenever that is possible. This reduces a person’s length of
stay in hospital and enhances recovery and rehabilitation within
their own environment.
The team recently recruited a dedicated community stroke
co-ordinator to support the transition for those patients entering
Nursing or Residential Care within Plymouth from both the
Acute and Rehabilitation inpatient services.
Between 1 Apr 2014 and 31 March 2015, the Team has seen
206 patients and of these 206 patients 183 were patients
with new strokes. The services continues to serve South East
Cornwall, Plymouth, South Hams and West Devon, maintaining
its strong links locally and regionally by working closely with
both Cornwall and Devon stroke and neurology community
teams to improve the handover process for patients once they
move on from early supported discharge.
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Plymouth Community Healthcare Quality Accounts 2014/15
Livewell
to watch out for clever food advertising, plus how making small
changes can make big differences to people’s lives.
The Livewell team was established in April 2013. The Livewell
Team is set up to provide support and advice about healthy
lifestyles to the people of Plymouth. The Livewell team has
gone from strength to strength in the last year. We are now
delivering free NHS Checks throughout the city and working
with many of the large employers to improve health and well
being in the workplace. We continue to help people make
positive lifestyle changes through losing weight, getting more
active and stopping smoking. This year we have supported
the “I Love Life” programme with the Herald and seen real
people make long-term changes that add quality to life. We
have opened two Livewell Community cafes at the Cumberland
Centre and Mount Gould Local Care Centre and offer healthy
choices alongside promoting ways to maintain your mental
health and well-being.
The team continues to raise awareness of campaigns such
as ‘Be Clear on Cancer’ and ‘Stoptober’, develop the Livewell
Training portfolio and raise awareness through events, digital
media and through ‘every contact counts’ training in-house, as
well as through partners and community engagement. Mental
health and wellbeing underpins everything we do. We are able
to offer a range of mental health prevention training and we
raise awareness of the CLANG message for a healthy mind:
Connect, Learn, (be) Active, Notice and Give.
The Livewell brand is now widely recognised with regular
calls to the Livewell Line and email address. The team is
able to provide a ‘wrap-around’ health improvement service
to customers. This means that they can access support for
a number of lifestyle issues for example, smoking cessation,
alcohol brief intervention, physical activity and a health check if
eligible.
This year we have had successes with the 10% weight
management team seeing a number of people through the
service achieving their goals, we have developed a weight
management intervention for people with Learning Disabilities
and for children ages 5-13 years. Many more mums have been
trained as breastfeeding peer supporters, giving children the
best start in life.
Liam Sheerin lost 5 stone in four months as part of the heralds
‘I love life’ campaign. Liam, an IT manager working for a city
taxi firm said “I haven’t been trying to diet, I have been trying
to eat healthy. The Plymouth Community Healthcare seminars
have really helped”. During the seminars, the team learned
about added sugar in products, the health risks of alcohol, how
fore
Liam be
Liam
after!
Working in Partnership
Mental Health Service Users in the
recovery period of their illness are
involved in a gardening project.
Plymouth Community Healthcare
is working in partnership with
‘Diggin It’, a local organic
gardening organisation, which has,
since 2006, transformed 2.5 acres of unused allotment around
Plymouth. Through the Horticultural Therapy Program, ‘diggin
it’ enables users to gain a horticultural diploma from their work
at Penlee Allotments in the Stoke area of the city. Jeff BowmanPowell, horticultural therapist for the Social Inclusion and
Vocational Services (STEPS) team said “we are very positive
about promoting our links with ‘diggin it’. It is a wonderful
place for our service users to learn new skills and experience
new opportunities as part of their continued recovery”. The
programme began in April last year.
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Plymouth Community Healthcare Quality Accounts 2014/15
Pride of Plymouth Awards
We would know because: Plymouth Community Healthcare were sponsors of the
Community Award run by the Plymouth Herald. The community
awards highlights the groups that help bring people together
across the city for a worthy cause. Steve Waite, Chief
Executive at Plymouth Community Healthcare said: “Pride
of Plymouth is a great opportunity to really recognise those
services and individuals who provide huge levels of support
to people and communities throughout Plymouth. Plymouth
Community Healthcare is proud to support and work alongside
many of these individuals and organisations and to be able to
contribute to this important event”. Family Additional Needs
Support (FANS) were awarded the community award for 2014.
FANS was established by Kerry McManus to help parents with
additional needs. Kerry, whose son Callum was diagnosed with
attention deficit disorder, set up the group to help parents know
they are not alone. She said; “I’m just an additional needs
parent trying to support other parents who aren’t as far through
the system as me, or who are still waiting for a diagnosis”.
The responses and response rates within our patient and staff
surveys; people would tell us that they would recommend our
services to a friend or relative based on their treatment
Aim 4
Where experience exceeds
expectations
We set out to:
Improve the experience of people who use our service
We would achieve this by:
Recommending our Services
As part of the Department of Health Friends and Family Test
(FFT), Plymouth Community Healthcare are continually asking
patients if they would recommend services they have used to
their friends and family if they needed similar care or treatment.
This has given us a better understanding of the needs of our
patients and enables us to use the feedback to make any
improvements and celebrate positive feedback.
From April 2014 to March 2015, 90% of patients asked, would
recommend the service from which they have received care and
treatment to their friends and family.
Patient Experience
Plymouth Community Healthcare has continued to gather
patient feedback over the last year. Enabling us to evaluate
the effectiveness of our services and where necessary, make
changes to improve care, enabling us to provide a patient-led
service.
Much of the anonymous feedback we receive is in ‘real-time’,
which enables staff to see the results of the survey immediately
and to make any changes that are needed. This feedback is
provided from patients through paper surveys or using Ipads
that are provided by staff.
Including a question about recommending services to a friend or
family in all of our patient services
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Plymouth Community Healthcare Quality Accounts 2014/15
Other examples of how Plymouth Community Healthcare
receive feedback is from the ‘Patient Opinion’ website, digital
recordings of the patient’s experience and patients visiting the
Board to share their experience. We also attend local health
events to consult with patients and the public and to hear their
views on services available to them. We have an established
service user group and work with Plymouth Healthwatch to
support patients to get the best quality of care.
Complaints, Concerns, Comments
and Compliments
Plymouth Community Healthcare welcomes and encourages
feedback from anyone who has experience of our services.
We encourage feedback from patients, carers, family members
and the general public about the services we provide. Based
on the feedback we received in 2014/15, we know that most
people who use our services are happy with the care and
treatment provided by Plymouth Community Healthcare.
However, sometimes this care and treatment falls short of
the high standards people deserve. When this happens it is
very important that we hear about it so we can learn from that
experience and improve in the future.
Our complaints procedure has been established in line with
NHS best practice guidance. Our aim is to resolve all concerns
and complaints we receive efficiently and comprehensively.
We also provide information and signposting to ensure that
we provide a full customer service facility. These contacts are
recorded as comments.
133 193
173
135
The duty of candour is a contractual requirement for Plymouth
Community Healthcare, which means that we are required
to tell people who use our services if their safety has been
compromised. Being open with people who use our services
about what has happened and discussing incidents quickly,
fully and compassionately can help all those involved. The final
stage in the process is to ensure that lessons are learned to
improve patient experience.
During the reporting period 2014/15, Plymouth Community
Healthcare received the following number of complaints,
concerns, comments and compliments.
1073
Complaints
Comments
Concerns
Compliments
An important part of the complaint process is to ensure that
we provide an open, honest and clear response. We apologise
when we identify any errors in our practice whether these are
minor or major.
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Plymouth Community Healthcare Quality Accounts 2014/15
Some examples of what we have put in
place as a result of concerns raised:
Issues identified
We listened and acted
A Medical form being completed without knowledge of patient/carers.
Medical and/or technical terminology used in letter copied to patient,
which patient did not understand.
Locality Manager attended Physicians meeting to discuss terminology
used. Approval for use of new version of certain forms to ensure clarity.
What do people say about our services?
Below are just a few of the many comments we have received
from patients who have used our services.
Matrons meeting reviewed wording of some of the letters sent to
patients to ensure the information was clear.
Correspondence between Health Visitors and Midwifery reviewed to
improve process of information sharing.
Access to one of our sites not suitable for disabled visitors.
Kerb to be lowered in the car park of the site identified
Work also to be undertaken to improve the entrance door to ensure it
is more accessible
Concerns raised about the choice of food offered at one of the
inpatient units.
The choices available were amended and a weekly meal planner was
introduced which was implemented with input from patients
Made aware by visitors of the unpleasant odours in the public
conveniences at the Local Care Centre.
Changes made to the extraction system in the room. Additional air
freshener systems put in place.
Staff being unprofessional and uncaring in their attitude towards
patients and carers.
Continued implementation of customer service training. All staff now
receive updated customer service training as part of the annual
mandatory training programme.
When necessary staff receive supervision and performance
management.
Training provided ad hoc and individually tailored to suit the specific
needs of teams when requested.
“I feel so well looked after from phoning the
receptionist last Friday (amazing and helpful
lady) who did her best to book me a suitable
appointment to the very friendly receptionist
today and caring and efficient nurse. Great
service, wish all NHS services were like this”
“Because you couldn’t get better
care anywhere else. Extremely
good care all the time”
“As a young mum I didn’t know what
to expect having my first child and this
programme has helped me all the way
through pregnancy and bringing up my
child”
“‘First class’ caring between
nurse and patient nothing
too much trouble happy
atmosphere”
First Class attention
from start to finish
- staff worthy of the
highest praise”
“Very pleased with the
treatment and help that I am
being given which is making
me become more confident
with my walking. Many
thanks. This is a lovely
hospital. Everyone happy
and friendly. Thank you for
all the help I’ve received
during my stay on the ward”
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Plymouth Community Healthcare Quality Accounts 2014/15
Positive and Proactive Care: Reducing
the need for restrictive interventions
Investigations into abuses at Winterbourne View Hospital and
Mind’s ‘Mental Health Crisis in Care: physical restraint in crisis’
(2013) showed that restrictive interventions have not always
been used only as a last resort in health and care. Restrictive
interventions are often a major contribution to delaying
recovery, and have been linked with causing serious trauma,
both physical and psychological, to people who use services,
and to staff.
In July 2014 the Department of Health published ‘Positive and
Proactive Care: reducing the need for restrictive interventions’.
Plymouth Community Healthcare has looked at its own
standards and performance against those set out in the
document. At a launch day in January 2015, attended by over
40 staff from across the organisation, we listened to a service
user who talked about their own experience of restraint, we also
discussed the Mental Health Act, positive behaviour support
and debriefing after an incident. Additionally, a new training
programme was launched.
Following the launch day, a multi-professional group has been
looking at all aspects of restrictive intervention and oversees the
action plan to address the issues raised within the Department
of Health guidance. Plymouth Community Healthcare have
reviewed the physical intervention policy, developed debriefing
guidelines and improved incident reporting arrangements. Over
the next period, we will be making sure that all staff who need
to be are trained in physical intervention. The Board are taking
a proactive approach assuring that the guidelines are fully
implemented.
Incident Reporting Plymouth Community Healthcare recognises the value and
importance of ensuring all lessons learned from incidents are
shared across the organisation. From 1st April 2014 to 31st
March 2015 a total of 5448 incidents were reported of which
5105 resulted in no harm or were categorised as a minor injury
requiring first-aid. This is an increase of 663 incidents that were
reported in the previous year. This increase is likely due to the
positive safety culture evident throughout Plymouth Community
Healthcare; staff are actively encouraged to report incidents and
near misses, and also the further embedding of the web based
reporting system across the organisation. The number of near
misses reported this year was 125 and learning from these has
helped reduce incidents with more serious outcomes.
Aim 5
Sustainable, successful and admired
We set out to:
To improve waiting times for all our services in order to improve
the experience of people who use our services
We would achieve this by:
Engaging staff and people who use our services
We would know because: We will monitor feedback from people who use our services
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Plymouth Community Healthcare Quality Accounts 2014/15
Waiting Times
Infection prevention and control
On average over the past 2 years, Plymouth Community
Healthcare has improved its overall waiting times, with the
percentage of patients treated within 18 weeks increasing from
91% to 94%
Keeping patients and wards infection free is a key priority
for Plymouth Community Healthcare and we are committed
to having the highest possible standards of hygiene and
infection prevention and control. During the last year Plymouth
Community Healthcare has received no cases of hospital
acquired Clostridium Difficile (healthcare-acquired infection) and
for the fourth year running there have been no cases of MRSA
(Methicillin Resistant Staphylococcal Aureus Bacteraemia). We
have had no MRSA cross transmissions to report this year.
% treated <= 18 weeks
94%
This fantastic achievement is the result of the hard work of staff
right across the organisation and the support of people who use
our services and visitors.
92%
90%
2012-2013
2013-2015
Children and Young People
Throughout 2014 there were occasions where children and
young people across Devon and Cornwall required emergency
mental health assessments needing a specialist mental health
service far away from home, or were waiting for long periods
in police stations whilst waiting to access a service. As a result
Plymouth Community Healthcare took action to prevent this
occurring and has provided a range of responses to support
emergency situations to provide mental health assessments.
Based on this success Plymouth Community Services were
commissioned to provide a 24 hour Place of Safety Suite
for children and young people where an emergency mental
health assessment can take place in a safe and supported
environment preventing long waits in inappropriate settings.
Healthcare-associated infections remain one of the health
service’s biggest challenges and although we have an excellent
track record we are not complacent and we continue to work
hard to eradicate all hospital-acquired infections.
Hygiene Award
Plymouth Community Healthcare, Infection Prevention and
Control Team received a National Runner-up Hand Hygiene
award 2014 for their focus on high standards of hand hygiene
compliance, promoting ‘My Five Moments’ and ‘Bare Below
the Elbows’, which is an essential factor in minimising the
risk of patients, visitors and staff from acquiring a Healthcare
Associated Infection.
Research at Plymouth Community
Healthcare
Plymouth Community Healthcare recognises the importance
of involving people who use our services in clinical research.
Using their direct experience helps us to provide better services
and improve overall quality.
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Plymouth Community Healthcare Quality Accounts 2014/15
People who use Plymouth Community Healthcare services and
have the opportunity to participate in research report feeling
good about being able to help others and potentially change
future care for the benefit of all patients.
In the past year we have established new relationships
with the National Institute of Health Research. The NIHR is
supporting Plymouth Community Healthcare to develop local
research infrastructure, supporting local studies and to get
involved in large multi-centre portfolio trials. We have also,
with the support of the NIHR, recruited a medical Clinical Lead
for Research in Dr Will Lee. New research trials involving all
members of the multi-disciplinary team started up this year and
have enabled patients to receive additional therapeutic input
including:EXTRAS - stroke patients receiving follow-up over 18 months
with a therapist to ensure all necessary care and advice is
received. Plymouth Community Healthcare’s involvement in the
EXTRAS trial garnered attention and praise at a recent regional
conference on Stroke.
Big CACTUS – stroke patients with aphasia receiving latest
computer software to use in their own homes for six months
with regular support. These patients may be participating
months or even years after their strokes.
Pressure 2 – trial to evaluate the best mattress in preventing
and treating pressure ulcers. Patients receive extra attention
through additional skin assessments by the research team.
Plymouth Community Healthcare plans to expand research into
all the many different clinical areas, for example, Mental Health,
Dementia and Podiatry. Plymouth Community Healthcare
supports the Join Dementia Research register campaign
encouraging everyone (healthy volunteers, those with dementia
and their families) to sign up to potentially be matched with
suitable trials.
The coming twelve months will see the establishment of a
monthly Research Governance meeting which will guide
participation in future studies, the development of a three year
Plymouth Community Healthcare Research Development
Strategy (which will include workforce development) and
planned further recruitment to our Research staffing. There
is potential for significant expansion of Plymouth Community
Healthcare’s research activity which supports the organisational
aim of being Successful, Sustainable and Admired.
National Institute for Health and
Clinical Excellence
The National Institute for Health and Care Excellence (NICE) is
a non-departmental public body that provides national guidance
and advice to improve health and social care. Implementing
NICE guidance helps ensure that people who use our services
receive best practice that is based upon evidence based
research and recommendations.
During 2014/15, 88 pieces of new NICE guidance have been
reviewed to determine if they are relevant to our services. A
baseline assessment of compliance is completed for all new
NICE guidance that is relevant to our services.
Monitoring the implementation of NICE guidance is a
continuous process and any issues are fed back to individual
localities at our Safety, Quality and Performance Committee.
This ensures:
•
Compliance with national standards in respect of the delivery and monitoring of NICE guidance
•
Effective audit and monitoring arrangements are in place for NICE guidance
•
Results and findings of clinical audit projects are reviewed
• Progress of action plans arising as a result of NICE clinical audits, NICE baseline assessments and NICE guidance implementation/workshops
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Plymouth Community Healthcare Quality Accounts 2014/15
Indicator
Quality indicators
Plymouth Community Healthcare is required to report on the
following quality indicators which are relevant to the services
we provide. These are provided in the table.
Plymouth Community Healthcare intends to take the action
set out below to improve its performance and quality of its
services.
1
2
3
4
5
6
Target
2012/
2013
2013/
2014
2014/
2015
Trend
Action to improve performance
Percentage of patients on Care Programme
Approach who were followed up within 7 days
after discharge from psychiatric inpatient care
during the reporting period.
95%
99%
98%
98%
Stable
PCH will continue to monitor this through its contract
performance meetings
Percentage of admissions to acute wards for
which the crisis resolution home treatment
team acted as a gatekeeper during the
reporting period.
95%
91%
83%
95%
Increased
PCH will continue to monitor this through its contract
performance meetings
Percentage of patients readmitted to hospital
within 28 days of being discharged from hospital.
New indicator for
2014/15
3%
13%
-
PCH will continue to monitor this through its contract
performance meetings
The number and, where available, rate of patient
safety incidents reported within the organisation.
New indicator for
2014/15
18%
5448
incidents
-
PCH will continue to monitor this through its contract
performance meetings
1%
39/5448
incidents
0.71%
Decreased
The number and percentage of such patient safety
incidents that resulted in severe harm or death.
Percentage of staff during the reporting period
who would recommend PCH as a provider of
care to their family and friends.
Patient’s experience of contact with a health or
social care worker in Community Mental Health
Services who felt that they were definitely, or to
some extent treated with respect and dignity,
had confidence in the person treating them
and given time to discuss their condition or
treatment.
60%
68%
71%
-
Further staff survey taking place May 2015
n/a
95%
94%
-
Questions have changed significantly this year, data is
not comparable
People using mental health services who were
surveyed who felt that they were always or
sometimes treated with respect and dignity
n/a
85%
Data from 2014 Mental Health Community Survey
Management Report
People using mental health services who were
surveyed who felt that they were definitely or to
some extent listened to carefully
n/a
85%
Data from 2014 Mental Health Community Survey
Management Report
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Plymouth Community Healthcare Quality Accounts 2014/15
3.3 Statements from
Stakeholders
As part of the process for developing this document,
we have shared the initial draft with our statutory
stakeholders.
What our Partners Say
Healthwatch Plymouth
Healthwatch Plymouth aims to continue its close work
with Plymouth Community Healthcare, to ensure that
the patient voice is heard consistently across the
organisation. Healthwatch Plymouth notes the priorities
for the forthcoming year and will look to be actively
involved in aims 2, 3 and 4 by sharing the views of the
public at executive level. We look forward in continuing
our positive relationship with Plymouth Community
Healthcare into the coming year through on-going
representation on key committees/boards and by further
collaborative working to benefit local people.
NHS Northern, Eastern and Western Devon Clinical
Commissioning Group
Northern, Eastern and Western Devon Clinical
Commissioning Group (NEW Devon CCG) is pleased
to commission services from Plymouth Community
Healthcare Community Interest Company. We recognise
that the organisation provides valuable care and support
for people with a variety of acute and enduring health
conditions. We look forward to continue working in
partnership, developing further relationships to help
deliver our vision of healthy people, living healthy lives, in
healthy communities.
Achievements in 2014/15
Supporting local people and communities
Plymouth Community Healthcare (PCH) makes an
important contribution to the health and wellbeing
of the population of Plymouth, Devon and Cornwall
through the services it provides and is committed to
providing safe, high quality, clinically effective care. The
achievements noted in the quality account for 2014/15
demonstrate this, particularly during a time of sustained
high demand for services across the whole health and
social care economy. There has been a commitment
to a whole systems approach by PCH to ensure patient
safety in maintaining quality services across the full age
spectrum. Achievements of note, which the PCH should
be commended, include leading patient experience and
quality through the five aims, providing clarity to service
users and staff alike:
Work to improve dementia care by supporting carers is
welcomed alongside the success in the progression of
the early supported discharge pathway for stroke. Both
areas of work will make significant improvements to
patient and carer experiences.
A recognised employee led organisation
As a Community Interest Company, PCH have ensured
their staff are able to contribute to the direction of the
organisation through their ‘Our Voice’ forum. The
forum and PCH are to be congratulated for their first
PCH People Award, with a focus on achievements both
individual and that of teams improving the health and
wellbeing of the local community.
Providing seamless system leadership
The Livewell team is an innovative service, which is
offering help to the community to pursue healthier
lifestyles that will help in the long term to reduce the
reliance on healthcare services.
Where experience exceeds expectations
The Friends and Family Test results indicate users of
PCH services are satisfied with the services they have
received. Working with PCH we understand the strong
drive and commitment to improve services through
feedback and learning from incidents and comments.
Sustainable, successful and admired
PCH were successful in providing much needed services
to young people with mental health issues. We thank
PCH for their hard work and commitment in working with
the CCG to provide the community with a place of safety
in a more appropriate environment than was previously in
place.
The successful implementation of SystmOne has seen
a more integrated working across the whole of PCH with
particular success for staff being able to view the whole
patient record which was not previously available. This
can only improve on patient experience and safety.
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Plymouth Community Healthcare Quality Accounts 2014/15
Proposed quality priorities for 2015/2016
Glossary
NEW Devon CCG supports the continued focus on the
organisation’s five aims with new objectives suggested for
2015/2016 we welcome:
•
The support of employees throughout PCH through ‘Our Voice’
•
Effective transition for children and young people leaving child and adolescent mental health services to go to other services or adult services
•
To increase opportunities to integrate health and social care services for the benefit of local people and families
•
To reduce avoidable harm for patients who use in patient services
•
To develop opportunities for PCH to be ‘research active’.
PCH is a responsive, dynamic and innovative organisation, we
value the continued effort to engage with the CCG in our aim to
develop and improve healthcare services for people living within
Devon.
PCH has produced an excellent quality account which
is honest, open and reflects some of the very good work
undertaken by the organisation, NEW Devon CCG look forward
to continuing to work with PCH in the coming year.
Care Quality Commission (CQC)
The CQC is the independent regulator of health and
social care in England.
Clinical audit
Clinical audit measures the quality of care and services
against agreed standards and suggests or makes
improvements where necessary.
Clinical coding
Translates the medical terminology written by clinicians
to describe a patient’s diagnosis and treatment into
standard, recognised codes.
Commissioning for Quality & Innovation Schemes
(CQUIN)
A payment framework which encourages further
improvements in quality and innovation.
ensure that information is held, obtained, recorded, used
and shared lawfully.
National Institute for Health Research (NIHR)
A UK government body that coordinates and funds
research for the NHS.
NHS Number
A unique number which helps healthcare staff and
service providers to help match people to their health
record.
Secondary Uses Service
Designed to provide anonymous patient-based data
for purposes other than direct clinical care such as
healthcare planning, commissioning, public health,
medical research and national policy development.
General Medical Practice Code A unique organisation code which helps identify the
organisation and is essential to enable the transfer of
clinical information about the patient from the patient’s GP.
Hospital Episode Statistics
Hospital Episode Statistics is the national statistical
data warehouse for England of the care provided by
NHS hospitals and for NHS hospital patients treated
elsewhere.
Indicators for Quality Improvement
A set of indicators which could be used for local quality
improvement and benchmarking.
Information Governance Toolkit
Standards by which organisations are assessed to
47
Plymouth Community Healthcare CIC
Mount Gould Local Care Centre
200 Mount Gould Road
Plymouth
PL4 7PY
01752 435038
customerservicespch@nhs.net
Plymouth Community Healthcare
@PlymouthHealth
www.plymouthcommunityhealthcare.co.uk
Supporting people to be Safe, Well and at Home