Brook Liverpool
Quality Account
2012/13
Part One Introduction and statement from the board
What is a quality account?
Quality accounts are Brook’s annual accounts to the public about the quality
of services we offer. The Health Act 2009 and supporting regulations place a
legal obligation on all providers of NHS healthcare in England to publish
annual quality accounts.
Our quality accounts are published electronically on NHS Choices website
and a copy is sent to the Secretary of State.
Quality accounts aim to:
improve accountability to the public
engage trustees in quality improvement
enable providers to review services and decide where improvement is
needed
demonstrate improvement plans
provide information on the quality of services to the public.
A quality account must include a statement from the board summarising the
quality of NHS services provided, the organisation’s priorities for quality for the
forthcoming year, a series of statements from the board which are set out in
the regulations and a review of the quality of services provided during the
year.
In developing a quality account and setting priorities for the future there is an
expectation that providers of NHS healthcare will engage with their staff,
trustees, clients and commissioners.
Who are we?
Brook is the leading UK provider of contraception and sexual health services
to young people under 25. The charity has 49 years’ experience working with
young people across the UK.
Brook’s mission is to ensure that all children and young people have access to
high quality, free and confidential sexual health services, as well as education
and support that enables them to make informed, active choices about their
personal and sexual relationships so they can enjoy their sexuality without
harm.
Brook wants a society that values all children, young people and their
developing sexuality. We want all children and young people to be
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2012/13
supported to develop the self-confidence, skills and understanding they need
to enjoy and take responsibility for their sexual lives, sexual health and well
being.
Brook provides free and confidential sexual health information,
contraception, pregnancy testing, advice and counselling, screening and
treatment for sexually transmitted infections and outreach and education
work from locations in the UK and Jersey (see map below).
In 2012/13 Brook had contact with 287,000 young people through clinics,
education work and Ask Brook, the national information service.
Ask Brook offers a confidential helpline, an online enquiry service and an
interactive text message service. Ask Brook is available free and in
confidence to young people on 0808 802 1234, by text on 07717 989 0236
(standard SMS rates apply) or by secure online message at www.brook.org.uk
Contraception, advice about sex and relationships and sexual health is often
one of the first forms of health care that young people will seek
independently of their parent or carer. As such Brook takes pride in ensuring
that young people have an outstanding first experience when using our
services.
Brook works with the UN Convention on the Rights of the Child, and in
particular the following values drive our ethos, design and delivery of services:
Confidentiality – the right to confidential advice, information, contraception
and treatment
Education – the right to high quality education about sex, relationships,
emotions and sexuality
Sexuality – the right to express their sexuality through puberty, adolescence
and into adulthood
Choice – the right to make informed choices about sexuality, relationships,
contraception and abortion
Involvement – the right to be involved in decisions that affect them
Diversity – the right of children and young people to fulfil their potential, free
from prejudice and harm
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2012/13
Brook Liverpool
Brook Liverpool is part of the Northern England and Scotland Area and was
established in 1967 to provide free, confidential sexual health advice and
services for young people in Merseyside. We have a proud history of working
with many thousands of young people a year through clinics, education
outreach and in community settings. During 2012/13 Brook Liverpool had visits
from 20,354 young people and also made 6,057 contacts with young people
through education outreach work.
Brook Liverpool services are delivered by sexual health nurses supported by
trained clinical support workers. Specialist clinical services are provided for
removal of IUDs, and assessments and referrals for termination of pregnancy.
The service is delivered from a City Centre location in Liverpool, which allows
for easy accessibility that is known and familiar to young people in Liverpool.
Brook Liverpool has a proactive education team working with young people
in formal and informal education settings delivering relationship and sex
education. The team delivers “Bitesize” education events covering a range of
topics including sexual health, drug and alcohol, bullying, homophobia,
smoking and internet safety. In addition the team delivers clinical outreach
sessions across Merseyside as well as targeting vulnerable and hard to reach
young people in community support locations such as hostels and those in
looked after care.
The service has established pathways to genito-urinary medicine (GUM)
services, mental health services, counselling services and a fast track system
to termination of pregnancy services.
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Quality statement from the board of trustees and chief
executive
We are very pleased to introduce the second set of quality accounts for
Brook services in Liverpool. As part of the nationwide Brook organisation we
welcome the opportunity to demonstrate our commitment to continuously
improving the quality of our services for young people.
Brook is committed to delivering high quality, young person centred services
which are welcoming to all young people in venues that they are
comfortable in, wherever possible in their own communities.
We are committed to:
providing consistently high quality services and support for young people
supporting staff to ensure they are equipped to deliver continuously high
standards of service
involving young people in decision making across Brook so they can
influence the design and delivery of services
measuring and demonstrating the impact we make.
2012/13 was a transformative year for Brook. Having become a unified
organisation with a single accountability and governance structure in 2011
we have designed and implemented a new structure for the organisation.
An important part of this transformation is the establishment of a Quality and
Safeguarding Directorate which is designed to ensure strong professional
leadership, innovation and knowledge exchange across Brook to underpin
the delivery of safe and high quality services to young people.
Brook’s internal transformation ran parallel to significant change within the
national health system. We are immensely proud of the way Brook staff
focused determinedly on meeting the needs of the young people we work
with throughout this process.
We encourage staff, clients, partners and commissioners to look at our quality
accounts to get a snapshot of what we do well and what we intend to
improve in the coming 12 months. To provide further assurance the service
commissioner for each contract, the local authority overview and scrutiny
committee (OSC) and the local Healthwatch have been offered an
opportunity to comment on the account. Given the major restructuring in the
health system in England this year it is unsurprising that in many cases a
comment has not been received. We will continue to actively seek feedback
from clients, commissioners and other partners as the new structures take
shape over the coming year.
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2012/13
We are looking forward to remaining resolutely focused on the needs of
young people and supporting continued quality improvement during
2013/14, ensuring all our services remain of the highest standard and
accessible to all young people.
The board of trustees is accountable for ensuring the accuracy of the
information within this quality account. The local Service Manager is
responsible for the preparation of this report and its contents. To the best of
our knowledge, the information reported in this quality account is accurate
and a fair representation of the quality of healthcare services provided by
Brook in Liverpool.
Svetoslav Stoyanov
Service Manager
Quality account
Eve Martin
Chair of the Board of Trustees
7
Simon Blake
Chief Executive
2012/13
Part Two Priorities for improvement
Progress against our 2012/13 organisation wide priorities
Clinical effectiveness
Priority 1 Brook wide clinical audit programme
We said that all clinical delivery services would take part in a Brook wide
programme of four clinical audits. We set a benchmark for all services to
select a minimum of 40 sets of client notes for each audit.
Four Brook wide clinical audits were completed in the following areas:
note keeping
contraceptive implant fitting and removal
sexually transmitted infection(STI) screening
emergency contraception.
All services took part and submitted data from at least 40 sets of client notes
with the exception of two services who submitted fewer.1 The
recommendations from the audits are described in Part Three of this account.
Priority 2 Clinic support worker training and development programme
We said a standard induction, training and development programme would
be developed for Clinic Support Workers (CSWs) and implemented by all
services. We said that all newly appointed CSWs would have access to a
standard induction programme and that all existing CSWs would have access
to a standard ongoing professional development programme.
During the early part of the year Skills for Health was asked by the Department
of Health to develop a Code of Conduct and Minimum Training Standards for
Health Care Support Workers2.
Brook welcomed this development. Once the Code of Conduct and
Training Standards are published, we will review them for their relevance to
Brook’s specific sexual health work with young people. If appropriate these
will become the foundation of Brook’s CSW competency framework and
adopted across the organisation.
These two services did not see sufficient clients during the audit period to meet the inclusion
criteria.
2 The scope of a Clinic Support Workers role falls within this definition
1
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2012/13
Client safety
Priority 3 Review of Incident reporting procedures
We said that we would review the organisation’s incident reporting
procedures to ensure there is a consistent approach to the management of
serious incidents across the organisation so that risks can be scale rated,
trends identified and action plans implemented to mitigate risks and improve
client safety.
Organisational wide quarterly reporting requirements were revised to improve
categorisation of incidents. Categories included incidents relating specifically
to information governance, medicines management and other clinical
incidents. This has enabled high risk incidents and trends to be easily
identified and cross organisation learning to be shared.
A sub-committee of the board receive and review these quarterly reports to
ensure continuous improvement.
During 2013/14 we will review organisation wide incident reporting procedures
to ensure consistent reporting of patient safety incidents.
Client experience
Priority 4 Development of a client experience questionnaire
We said we would develop a client experience questionnaire to evaluate
clients’ experience of the clinical consultation and the quality of care
provided. Our benchmark was that 40 client satisfaction surveys should be
completed for 50% of clinicians in all locations.
Following the successful pilot of Counter Measures in 2011/12 we decided to
use this kinaesthetic approach to gathering client feedback instead. This is
an effective method of taking an exit survey that requires a minimum of
materials and is accessible to most, if not all young people. Clients are
given a counter and asked to drop it into one of two containers in response
to a closed survey question to elicit a ‘yes’ or ‘no’ response.
Two Counter Measures survey were carried out, each for two weeks. The first
ran from 20 August 2012, with the question ‘Did Brook help you today?’ The
second ran from 18 February 2013 with the question ‘Would you recommend
Brook to a friend?’. The results are presented in Part Three of this account.
The Counter Measures surveys were relatively successful in engaging clients.
We therefore intend to continue using this survey methodology for measuring
client experience.
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2012/13
Progress against our 2012/13 local priorities
Clinical effectiveness
Priority 1 Audit and spot check clinical records
We said that we would audit and spot check clinical records to ensure we
are collecting robust and accurate data.
We audited and spot checked our client records, results were disseminated
at clinical meetings and where appropriate and relevant in supervision. We
introduced a new electronic client records system and used the audit data to
develop new templates for the computerised client record system. This has
streamlined the way we collect and record client information, minimising the
need for young people to repeat information. These changes also ensure that
the system accurately records which member of the clinic’s team inputs
information.
Priority 2 Introduction of observed clinical supervision
We said that we would introduce observed clinical supervision for nurses to
further develop reflective clinical practice.
This was introduced and supported staff to improve the services they offer to
young people. As a result of observed practice a number of clinical
procedures were amended to improve the quality and consistency of
services young people receive, for example the dialogue with clients about
risk taking behaviour to raise awareness about local STI outbreaks and
preventative methods. Staff now receive observed supervision annually as
part of the regular appraisal and supervision schedule.
Client safety
Priority 3 Building stronger local safeguarding partnerships
We said we would build stronger working partnerships with local safeguarding
stakeholders.
We have established local safeguarding points of contact and utilised these
contacts to enable a timely referral process that also takes into account our
primary purpose which is to support young people and safeguard their safety.
We have also established local support agency contacts to signpost young
people to sexual assault and rape centres and again this enables timely
access to these services.
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We have worked with partner agencies to support young people who have
been identified as being at risk or are experiencing sexual abuse or
exploitation. External referrals have been managed by the clinical lead and
have supported investigations into organised sexual exploitation activity in the
Merseyside area.
We have ensured that we have regular attendance at teenage pregnancy
board meetings and we have contributed to these meetings by discussing
the trends for teenage pregnancy rates. We do not share identifiable data
but are able to advise on particular areas in Merseyside that have high
incidences of teenage pregnancy.
Client experience
Priority 4 Identify how clients heard about Brook
We said we would introduce a client questionnaire to capture how clients
have heard about Brook.
We have included this on the client registration form and consultation
templates, so we can capture data that informs us about the most successful
promotion campaigns and the most popular way that new clients hear about
our services. The data we have reviewed during this period identifies that the
most successful campaigns are the promotion days at colleges and the most
popular way of clients hearing about Brook is from their friends.
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2012/13
Priorities for organisation wide improvement 2013/14
Brook’s organisational priorities for improvement in 2013/14 are set out below.
Progress on all priorities will be monitored by and reported to the quality and
safeguarding team and the clinical governance sub-committee of the board.
Clinical Effectiveness
Priority 1 Brook wide clinical audit programme
In 2013/14 all services will take part in six audits covering:
abortion referral
emergency contraception
implant fitting and removal
infection control
note keeping
sexually transmitted infection screening.
All services will be expected to participate in the audit programme. A
minimum of 40 sets of client records will again be included in each audit. By
comparing results with the 2012/13 audits we will be able to evidence
improved practice and identify areas where further improvement is required.
We will be able to assess how effectively the recommendations have been
implemented at service level and where remedial action is required. Services
will be expected to use the comparison information to assess how effectively
their local recommendations have been implemented. Where
recommendations fall below the expected improvements an agreed process
for addressing this has been agreed.
Client Safety
Priority 2 Appointment of a pharmacist
Brook has historically been commissioned to provide clinical services by the
NHS. From April 2013 sexual health services are commissioned through Local
Authorities in their public health role. In the new health system medicines
management support will no longer automatically be available to Brook
through its commissioning body.
We will employ our own pharmacist who will lead the development of Brook
Patient Group Directions (PGDs) and advise on medicines management. By
the end of March 2014 we intend that 90% of our services will be using Brook
developed PGDs.3
3
Achieving this will be subject to Brook being able to authorise its own PGDs.
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2012/13
Client Experience
Priority 3 Review of complaints and compliments process
We will complete a review of the organisation’s complaints and compliments
process. This will be in line with the recommendations from the Office of the
Children’s Commissioner in their Common Principles for Child Friendly
Complaint Processes:
1. All organisations working with children and young people should value
and respect children and young people, as well as develop positive and
trusting relationships with them
2. Complaints from children and young people should be seen as positive
and valuable service user feedback and considered from a safeguarding
perspective
3. Children and young people should be involved in the development and
implementation of the complaints process they may wish to use
4. All children and young people should have access to information about
complaints processes. This should be provided in a variety of formats
including online. It should be age appropriate and take account of any
additional needs that a young person may have
5. All children and young people should be able to make complaints in a
variety of ways
6. Written responses to complaints should be timely and where possible,
discussed with the young person. The young person should always be
given an opportunity to provide feedback.
7. Staff should be well trained and have access to training in listening to and
dealing with complaints from children and young people.
8. Children who need additional support to make a complaint should have
access to an independent advocate.
The revised process will be rolled out across Brook through 2013/2014. The
review will involve young people and users of Brook services and will result in a
more accessible and better used compliments and complaints process.
Compliments and complaints will be shared with staff and services to share
learning across the organisation.
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2012/13
Priorities for local improvement 2013/14
Brook Liverpool’s local priorities for improvement in 2013/14 are:
Clinical Effectiveness
Priority 1 Improve opportunistic implant fitting
We will review staff training and support to identify how skills mix can be
improved to meet the evolving needs of clients and in particular the demand
for contraceptive implants as a Long Acting Reversible Contraceptive (LARC)
method.
We will measure progress on this by reviewing the number of nurses that can
fit implants, identify training needs and aim to offer implant fitting at every
clinic session.
We will report progress to the regional nurse lead and area director through
quarterly reports.
Client Safety
Priority 2 Review of processes and referral pathways
We will conduct an audit of our current client safety processes and develop
our computer database to ensure any safeguarding concerns are
appropriately flagged, that action taken is clearly recorded and accessible
to all staff working with that young person.
We will review our referral pathways to other services to identify whether they
are user friendly to young people.
Progress will be monitored by and reported to the Area management team
and reported nationally to the Executive Director of Quality and Safeguarding
where relevant.
Client Experience
Priority 3 Review client feedback systems
Owing to changes in personnel in 2013, Brook Liverpool did not fully
participate in the Brook wide survey in February 2013.
As a result we will review systems and resources to ensure that client
feedback is undertaken as a regular part of the service planning process. The
review will focus on ensuring sufficient staff resource is in place to undertake
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client surveys, systems are in place to evaluate feedback and develop and
implement improvement action plans. Mechanisms for sharing required
actions and improvements with clients and staff will be reviewed.
We will measure progress by having carried out a local client survey by
September 2013 and by completing any Brook wide surveys within the given
timescales.
We will report progress to the Area Director and Quality and Safeguarding
Directorate.
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2012/13
Statement of assurance from the board
The following are a series of statements that all providers must include in their
quality account. Many of these statements are not directly applicable to
providers of community sexual health services.
Review of services
During 2012/13 Brook Liverpool was contracted by one NHS service.
Brook Liverpool has reviewed all the data available to them on the quality of
care in this NHS service.
The income generated by the NHS services reviewed in 2012/13 represents
100% of the total income generated from the provision of NHS services by
Brook Liverpool for 2012/13.
Participation in clinical audits
During 2012/13, no national clinical audits and no national confidential
enquiries covered NHS services that Brook Liverpool provides.
During that period Brook Liverpool was not eligible to participate in any
national clinical audits or any national confidential enquiries of the national
clinical audits.
As Brook Liverpool was ineligible to participate in any national clinical audits
and national confidential enquiries, no data collection was completed during
2012/13, and therefore no cases were submitted for audit or enquiry as a
percentage of the number of registered cases required by the terms of the
audit or enquiry.
As no national clinical audits covered the services provided by Brook
Liverpool no reports of national clinical audits were able to be reviewed by
the provider in 2012/13 and no actions to improve the quality of healthcare
provided could be identified.
The reports of two local clinical audits were reviewed by the provider in
2012/13 and Brook Liverpool intends to take the following actions to improve
the quality of healthcare provided:
amended infection control measures
review infection control training and support to nurses and clinic support
workers
review referral pathways to monitor young person friendly services
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2012/13
review consultation templates to improve consultation times and client
information.
Participation in clinical research
The number of patients receiving NHS services provided or sub-contracted by
Brook Liverpool in 2012/13 that were recruited during that period to
participate in research approved by a research ethics committee was zero.
Use of the CQUIN payment framework
Brook Liverpool income in 2012/13 was not conditional on achieving quality
improvement and innovation goals through the Commissioning for Quality
and Innovation payment framework because this was not available.
Statements from the CQC
Brook Liverpool is required to register with the Care Quality Commission and is
currently fully registered to provide diagnostic and screening procedures,
family planning and treatment of disease. Brook Liverpool had an
unannounced CQC inspection on 1February 2013 and was found to be fully
compliant against all inspected outcomes. Brook Liverpool has no conditions
on registration.
The Care Quality Commission has not taken enforcement action against
Brook Liverpool during 2012/13.
Brook Liverpool has not participated in any special reviews or investigations
by the CQC during the reporting period.
Data quality
Statement on relevance of Data Quality and your actions to improve your
Data Quality
Brook Liverpool will be taking the following actions to improve data quality;
Implement all actions indicated as a result of completion of the
Information Governance Toolkit.
Will implement the Brook organisation guidelines on recording client
activity within the service.
NHS Number and General Medical Practice Code Validity
Brook Liverpool did not submit records during 2012/13 to the Secondary Uses
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2012/13
service for inclusion in the Hospital Episode Statistics which are included in the
latest published data.
Information Governance Toolkit attainment levels
Brook Liverpool Information Governance Assessment Report overall
score for 2012/13 was 79% and was graded green (satisfactory).
Clinical coding error rate
Brook Liverpool was not subject to the Payment by Results clinical coding
audit during 2012/13 by the Audit Commission.
Patient Safety Incidents
Year
2011/12
Number of
incidents
0
2012/13
5
Brook Liverpool considers that this incident rate is as it is because there is a
focus on client safety underpinned by procedures relating to premises safety,
client records and information as well as clinical governance procedures.
Brook Liverpool intends to take the following actions to improve this number
and so the quality of its services by:
closely monitoring and reviewing learning from reviews of clinical incidents
and near misses
sharing the learning from reviews of clinical incidents and near misses with
service staff and providing training and support as required
continuing to support staff in reporting incidents and near misses and
providing training and support as required
recognising reporting of clinical incidents as one of the key mechanisms in
enabling Brook to identify and understand how clinical experience and
practices can be improved.
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2012/13
Part Three Review of quality assurance
Review of Brook organisation performance 2012/13
On 1 April 2011 Brook changed from a Network of 17 independently
constituted Brook charities to one nationwide organisation. In becoming ‘One
Brook’ the organisation committed to achieving excellent quality, the best
clinical governance framework and the highest standards for all our services.
In 2012/13 following a transition year the new organisation structure was
established and the Executive and Management teams were appointed
There are five directorates:
Policy and Communications
Quality and Safeguarding
Business Development and Operations South
Business Development and Operations North
Finance and Corporate Services.
All Brook services are organised within one of six areas:
South West and Wales
London and the South East
East of England
Midlands
Greater Manchester
Northern England and Scotland
Brook Northern Ireland was legally established as a subsidiary of the Brook
parent company In April 2012.
The formation of a Quality and Safeguarding Directorate, with professional
leadership in clinical governance, as well as centralised IT, finance, and
human resources functions will help drive quality and standards, streamline
operations, and improve efficiency and knowledge exchange.
The management structure will support staff more effectively, minimise and
manage risk, and respond to changes. The full benefit of these changes will
continue to be realised in 2013/14.
Brook took the following organisation wide specific actions to improve quality
and performance during 2012/13.
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2012/13
Establishing a Quality and Safeguarding Directorate
An Executive Director of Quality and Safeguarding was appointed in April
2012. The Executive Director of Quality and Safeguarding is Brook’s
appointed Caldicott Guardian.
The Quality and Safeguarding Directorate team is set out below:
Executive
Director, Quality
and
Safeguarding
Head of
Education
Head of Nursing
Regional
Nursing Lead
(North)
Regional
Nursing Lead
(South)
Regional
Education Lead
(North)
Quality and
Safeguarding
Manager
Regional
Education Lead
(South)
Clinical Director
Head of
Counselling
Quality and
Safeguarding
Administrator
Data and
Impact
Coordinator
Participation
Lead
The Clinical Director was appointed in September 2011.The Head of Nursing
was appointed in August 2012. Two part-time Regional Nurse Leads were
appointed in January and February 2013 to promote efficient and effective
professional leadership for all nursing and clinical staff within their regions.
These posts will be pivotal in working with clinicians and support staff who
work within our clinical environment to drive ongoing improvement and
quality.
Clinical effectiveness
Clinical governance
Brook’s clinical governance standard was reviewed to ensure it was up to
date with regulatory and best practice requirements and reflected the new
organisational structures. All services will re-assess themselves against the
standard during 2013/14.
The Clinical Director completed a programme of visits to all services. All
services were found to be providing safe and effective services. The Clinical
Director noted the Brook ethos and commitment of staff to ensure that young
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2012/13
people get a friendly and positive experience of health care at all our
services.
Four Brook wide clinical audits were coordinated during the year and the
findings were reviewed by the Clinical Director. A number of
recommendations were made to improve consistency in good practice
across the organisation, all of which were accepted and endorsed for
implementation by local services.
Note keeping audit - it was recommended Brook switches to electronic
patient records wherever possible. In the interim services with paper
records were instructed to obtain a stamp with staff name and
designation, saving time and improving accountability.
Implant fitting and removal audit - it was recommended to ‘quick start’4
an implant where possible and to undertake and document that an STI
screen has been done for all women with irregular bleeding.
Sexually transmitted infection audit - it was recommended that Brook asks
about and documents the sexuality of the client; determines STI risk by
asking about previous infections; provides a test of cure for clients with
gonorrhoea and works with partner services to improve partner
notification.
Emergency contraception audit - it was recommended that all women
are offered an Intrauterine Device as the first line option and referral to
local providers is facilitated as required; Brook offers ‘quick start’
contraception at presentation and advises all women to have a
pregnancy test at three weeks. This latter offer should be combined with
an STI screen if the woman had a new partner.
The Clinical Director and Head of Nursing used the Pan-London Patient Group
Directions as the basis for developing a suite of Brook Patient Group
Directions. These aim to ensure that young people using Brook services
receive a consistent, safe and high quality service. These will be finalised
following the appointment of a pharmacist who will provide medicines
management support across the organisation and will be integral in enabling
Brook to move closer to becoming an authorising body for PGDs in its own
right.
Sharing knowledge and good practice
A fortnightly briefing for Brook’s local clinical leads was introduced in July 2012
to share evidence, updates, provide advice and improve communication.
If a health professional is reasonably sure that a woman is not pregnant or at risk of
pregnancy from recent unprotected sexual intercourse, contraception can be started
immediately unless the woman prefers to wait until her next period.
4
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2012/13
The fifth annual Clinical Leaders’ Conference was held in March 2013 to
facilitate sharing of best practice and quality improvement. Two regional
meetings for clinical leads were held.
Staff support and development
Senior doctors from across Brook met in February 2013 to begin work on
determining how to maximise the skills and talents of doctors within Brook.
The Clinical Director was successfully revalidated and confirmed as Brook’s
Responsible Officer.
Progress was made towards developing a standard appraisal system for Brook
doctors and nurses and a national training programme for appraisers which
will be rolled out 2013/14.
Client safety
Quality and risk reports
The Quality and Risk report completed by all services on a quarterly basis was
reviewed. The report now provides a more detailed analysis of clinical
incidents and safeguarding referrals to provide enhanced assurance that
appropriate actions are being taken to ensure the safety of Brook clients.
Safeguarding
Following the annual review of Brook’s Protecting Young People Policy a
programme of refresher training for all staff was delivered by the Executive
Director of Quality and Safeguarding. All services were provided with an
‘essentials of safeguarding’ folder to ensure contact details for Brook’s
safeguarding leads and information about local safeguarding services are
available to all staff at all times and consistent escalation pathways are in
place within Brook.
Infection control audit
All services participated in the second Brook Infection Control Audit to ensure
compliance with infection control standards. There was an overall
improvement on 2011/12. 100% of services achieved a green rating on each
of the eight standards in the audit tool. Average scores for each of the eight
standards also improved as set out in the table below.
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2012/13
100%
Score
95%
2011
90%
2012
85%
80%
1
2
3
4
5
6
7
8
Standards
Key to standards
1 Hand hygiene
2 Environment
3 Kitchen Area
4 Disposal of Waste
5 Spillage and/or
Contamination with
blood/body fluids
6 Personal Protective
Equipment
7 Prevention of blood/body
fluid, sharp injuries, bites and
splashes
8 Specimen Handling
Information governance
Brook reviewed our information governance in 2012/13. This has resulted in a
suite of revised and updated policies to strengthen Information Governance
at all levels and support services in their Information Governance Toolkit
submission.
Client experience
Counter Measures
Two national Counter Measures surveys to establish levels of client satisfaction
with Brook services were carried out during 2012/13. Each survey ran for two
weeks in every service. Clients were given a counter and asked to place
them in collecting boxes marked ‘yes’ or ‘no’ in response to a closed
question. The first survey was conducted in August 2012 and the second in
February 2013.
The proportion of clients answering ‘yes’ to the first survey question ‘Did Brook
help you today?’ was consistently high, ranging from 94% to 100%. The
mean was 99%. The percentage of client visits that produced a survey
response varied from 11% to 100%. The mean was 62%.
The proportion of clients answering ‘yes’ to the second survey question
‘Would you recommend Brook to a friend?’ ranged from 86% to 100%. The
mean was 99%. The percentage of client visits that produced a survey
response was slightly lower on average than the first survey at 57%. The
variation in response rates ranged from 21% to 100%.
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2012/13
Counter Measures Survey: Response rates
62%
57%
Demonstrating impact
The sexual health outcomes star reported on in last year’s account was
finalised. The star will enable us to measure the extent of the change that
Brook services make in enabling young people to enjoy their sexuality without
harm. Phase two of the roll out planned for 2012/13 was deferred to 2013/14
when the unified management structure will be in place.
Quality account
24
2012/13
Review of local performance 2012/13
Brook Liverpool took part in all of the organisation wide initiatives for quality
improvement. In addition the service took the following actions to improve
quality and performance during 2012/13.
Clinical effectiveness
In 2012 Brook Liverpool implemented a service wide review to identify
improvements and efficiency opportunities by restructuring the staffing and
skills mix. As a result of the review the number of nurse hours was rationalised
and two clinic support workers were recruited to support clinic efficiency,
client flow and to support clinicians. A Young Men’s Worker and Outreach
and Education Workers were recruited to support the services being delivered
in community venues.
Regular clinical meetings have been held alongside one to one supervision
and appraisals. Separate meetings for nurses and clinic support workers have
been held regularly alongside cross discipline meetings, which include
reception and administration staff. These regular meetings allow staff the
opportunity to raise issues which are pertinent to their own discipline and to
reflect on the complete client experience we offer.
Client safety
Brook Liverpool works within the Protecting Young People Policy. We have
introduced weekly reviews of client visits for clients under 16. The purpose of
the review is to ensure that relevant procedures are being followed,
appropriate referrals are being made and lessons learnt.
Reception staff, clinic support workers and some nurses attended conflict
management training in to increase their skills and understanding of how to
manage difficult client situations. This training covered how to handle direct
conflict or telephone conflict and how to address the conflict and summon
assistance without further inflaming the situation or putting clients or staff at
risk.
All Brook staff received safeguarding training in 2012/13.
Client experience
Brook Liverpool carried out a client satisfaction survey during 2012/13 and
reviewed the outcomes in management and team meetings to implement
appropriate actions.
In 2012/13, young people told us that:
Quality account
25
2012/13
staff were helpful and supportive
they didn’t feel judged
confidentiality is very important
they didn’t like having to wait a long time to be seen.
Quality account
26
2012/13
Supporting statements
Primary Care Trusts ceased to operate on 31 March 2013 so it was not possible
for the commissioning PCT to comment on this quality account.
No supporting statements were received from Healthwatch or the local
authority Overview and Scrutiny Committee by the time of publication.
Quality account
27
2012/13
Brook Liverpool
81 London Road
Liverpool
L3 8JA
www.brook.org.uk
Registered Charity Number: 703015
Limited Company Registered in England & Wales Number: 2466940
Brook is a trading name of the charities in the Brook Advisory Group