Brook Wigan and Leigh
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
Quality account
2
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
Quality account
3
2012/13
Brook Wigan and Leigh
Brook Wigan and Leigh was established in 1997 to provide services in support
of young people in Wigan in line with the mission set out above. From small
beginnings operating clinics only certain days of the week, we have been
able to extend our services to seven days a week for eight hours each
weekday, six hours on Saturday and three hours on Sundays.
During the early part of the year a tender was submitted to continue to
deliver services to young people in Wigan after 31 October 2012 as the fice
year contract was due to expire. Brook successfully secured a contract for a
further 16 months until the end of March 2014.
Brook Wigan and Leigh offers sexual health services from our main premises in
Wigan; Community Clinics in Leigh, Atherton, Hindley, Tyldesley and Rose
Bridge High School.
We have an Outreach Nurse who delivers clinical services to vulnerable
young people in community settings such as Children’s Homes.
Our
Education Team delivers regular sessions to young people in eight Secondary
schools, four colleges and four training providers across the borough. We
have a counselling service on site at our Wigan premises and a Comic Relief
funded Child Sexual Exploitation Co-ordinator based at Wigan.
In 2012/2013 Brook Wigan and Leigh a total of 11,468 visits were made by
6,665 young people to our clinical and counselling services and 7,755
contacts were made by our education service.
Quality account
4
2012/13
Quality account
5
2012/13
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 Wigan and Leigh. 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.
Quality account
6
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 Wigan and Leigh.
Vashti Marriott
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
Quality account
8
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.
Quality account
9
2012/13
Progress against our 2012/13 local priorities
Clinical Effectiveness
Priority 1 Introduce clinical observation of consultations
We said we would introduce clinical observations of consultations.
Observations of consultations provided by all members of clinical staff - nurses
and Client Support Workers - were successfully carried out. This enables us to
assure compliance with Brook practice and procedures and with Patient
Group Directions.
The observations were also a useful tool when assessing new members of the
team, assessing skills, knowledge and clinical competencies i.e. first issuing of
hormonal contraception, chlamydia treatments, insertion and removal of subdermal contraceptive Implants.
A form was developed to standardise these observation sessions and this is
now used on a regular basis. Implementation was monitored by the Service
Manager.
Client Safety
Priority 2 Improve safeguarding of children and young people
We said we would continue to support the work of the Wigan Safeguarding
Children Board (WSCB) in ensuring that any vulnerable client is offered the
necessary support to address the behaviour that is putting them at risk.
We have successfully participated in the group meetings organised by the
WSCB and regularly participated in SEAM (Sexual Exploitation and Missing)
meetings and the Integrated Safeguarding Away Day training.
These actions have helped to ensure that there are appropriate information
sharing practices across organisations.
Client Experience
Priority 3 Extended local services
We said we would explore ways to extend the local services we provide in the
Leigh area to offer young people from the eastern part of the borough a
more readily accessible service.
Quality account
10
2012/13
We have worked with other providers to find suitable premises, with the
intention of moving into them once the outcome of the tendering process
was known. Despite considerable work being undertaken no suitable
premises have yet been identified. Our work towards establishing a Leigh hub
continues.
Priority 4 Review opening hours
We said we would review our opening hours. We reviewed activity patterns
within the clinics to ensure that the times of opening match preferences
indicated by young people in the course of consultation exercises with them.
This was to ensure that there are appropriate levels of staff available to see
clients as quickly as possible, to reduce the number of clients who leave
before being seen and to make it clear to clients that we respect their need
for a timely service.
The review found that opening hours met the needs of clients and waiting
times were acceptable. We reported the findings back to clients through
notices in our waiting areas.
Quality account
11
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.
Quality account
12
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 complaints and compliments process.
Complaints and compliments will be shared with staff and services to share
learning across the organisation.
Quality account
13
2012/13
Priorities for local improvement 2013/14
Brook Wigan and Leigh’s local priorities for improvement in 2013/14 are:
Clinical Effectiveness
Priority 1 Use Brook wide audit results to benchmark local performance.
We will analyse and interpret our local data from the Brook wide clinical
audits. We will then create a local action plan based on local
recommendations which will be implemented and completed within a three
month period of the original audit.
In addition to the Brook wide implant audit we will take part in the Wigan
borough Long Acting Reversible Contraception (LARC) audit which is being
carried out by all sexual health services across the borough. This will give us
additional useful benchmarking information.
We will measure progress by reviewing implementation plans and will report
progress back to the Brook clinical team. Learning will be shared across Brook
services.
Progress will be monitored in clinical meetings and our progress on the local
LARC audit will be reported to our commissioners in our quarterly meetings
and at local clinical meetings.
Client Safety
Priority 2 Community setting safeguarding audit
The Nurse Manager will undertake an audit of safeguarding practice within all
outreach and community settings. We will ensure that all staff working in
outreach or community settings will have regular interactions with the Nurse
Manager as the Designated Safeguarding Lead for the service. This will
enable the Nurse Manager to monitor the outreach services, supervise and
support staff, keep staff updated with safeguarding related issues and ensure
safe practice.
We will implement refresher training with the support of the Quality and
Safeguarding Directorate around client records, note-taking, confidentiality
and information sharing and the Brook Protecting Young People Policy (PYPP).
Progress will be monitored by the Nurse Manager and Service Manager
through regular management supervision in addition to clinical supervision
with Brook’s Regional Nurse Lead.
Quality account
14
2012/13
Progress will be reported to the Area Director and Quality and Safeguarding
Directorate.
Client Experience
Priority 3 Review of evaluation methods
We will review the methods we use to monitor and evaluate client experience
in our main centre, with a view to improving the involvement of young people
in service design and development. We will use ‘You’re Welcome’ quality
criteria to inform the review so that we continue to meet these standards and
involve young people in the review process.
We will measure our progress through regular monitoring at staff team
meetings.
We will report progress through updates at staff team meetings and internal
email updates; to clients via notice boards in reception and waiting areas; to
commissioners in contract monitoring meetings and to the Area Director.
Quality account
15
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 Wigan and Leigh provided one NHS service from a
range of locations in the borough.
Brook Wigan and Leigh has reviewed all the data available to them on the
quality of care in this NHS services.
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 Wigan and Leigh for 2012/13.
Participation in clinical audits
During 2012/13, no national clinical audits and no national confidential
enquiries covered NHS services that Brook Wigan and Leigh provides.
During that period Brook Wigan and Leigh was not eligible to participate in
any national clinical audits or any national confidential enquiries of the
national clinical audits.
As Brook Wigan and Leigh 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 Wigan
and Leigh 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 four local clinical audits were reviewed by the provider in
2012/13 and Brook Wigan and Leigh intends to take the following actions to
improve the quality of healthcare provided:
revise proformas to include STI screening and pregnancy testing when
issuing emergency contraception
review sexual history taking practice in clinical meetings
Quality account
16
2012/13
review the reason for removal of implants to identify any themes or
additional support/intervention to maintain the method for longer.
Participation in clinical research
The number of patients receiving NHS services provided or sub-contracted by
Brook Wigan and Leigh 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 Wigan and Leigh’s 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 the local
agreement with Commissioners.
Statements from the CQC
Brook Wigan and Leigh is registered with the Care Quality Commission and its
current registration status is approved to provide treatment of disease,
disorder or injury, diagnostic and screening procedures and family planning.
Brook Wigan and Leigh had an unannounced inspection on 30 January 2012
and was found to be fully compliant against all inspected outcomes. Brook
Wigan and Leigh has no conditions attached to its registration.
The Care Quality Commission has not taken enforcement action against
Brook Wigan and Leigh during 2012/13.
Brook Wigan and Leigh 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 Wigan and Leigh will be taking the following actions to improve data
quality.
We will implement the Brook organisational guidelines on recording client
activity within the service.
NHS Number and General Medical Practice Code Validity
Brook Wigan and Leigh did not submit records during 2012/13 to the
Secondary Uses service for inclusion in the Hospital Episode Statistics which are
Quality account
17
2012/13
included in the latest published data.
Information Governance Toolkit attainment levels
Brook Wigan and Leigh Information Governance Assessment Report score
overall score for 2012/13 was 92% and was graded green (satisfactory).
Clinical coding error rate
Brook Wigan and Leigh 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
incidents
2
2012/13
1
of
Brook Wigan and Leigh 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 Wigan and Leigh intends to take the following actions to improve this
number 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.
Quality account
18
2012/13
Part Three Review of quality assurance
Review of Brook organisational 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 organisational 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 this change will
continue to be realised in 2013/14.
Brook took the following organisation wide specific actions to improve quality
and performance during 2012/13.
Quality account
19
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
Executive
Assistant
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.
Quality account
20
2012/13
The Clinical Director completed a programme of visits to all services. All
services were found to be providing safe and effective care. The Clinical
Director noted the Brook ethos and commitment of staff to ensure that young
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.
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
Quality account
21
2012/13
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.
The fifth annual Clinical Leaders’ Conference for Nurse Managers and Senior
Doctors was held in March 2013 to facilitate sharing of best practice and
quality improvement. Two regional meetings for clinical leads were held in
September and October 2012.
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
Quality account
22
2012/13
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.
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%.
Quality account
23
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 Wigan and Leigh took part in all of the organisation wide initiatives for
quality improvement. In addition the service took following actions to
improve quality and performance during 2012/13.
Clinical effectiveness
During 2012/13 three members of Brook Wigan and Leigh staff attended
implant training which enabled us to offer increased accessibility to Long
Acting Reversible Contraception (LARC).
We also have greater ability to offer the method at the first point of contact.
If appointments are deemed necessary there is an excellent turnaround with
appointments usually offered within seven days, thus reducing the necessity
to signpost clients elsewhere for LARC.
Client safety
Through the Brook transition process the Nurse Manager post was increased
to a full time position from 1January 2013. The Nurse Manager has
responsibility for leading on both clinical and safeguarding matters. She has
strengthened links with Wigan Safeguarding Children Board and has
represented Brook Wigan and Leigh at multi agency meetings and groups
focusing on safeguarding and clinical issues. This has enabled the Nurse
Manager to be more effective in monitoring and coordinating safeguarding
concerns on a local level.
Client experience
Brook Wigan and Leigh used the results (presented below) of the Counter
Measures surveys to present to staff at staff meetings, putting the information
into a bright visual display format. This encouraged staff engagement with
the surveys and staff were able to see how the service was perceived by
clients.
Question asked: Did Brook Help You Today?
Number of client visits during the survey period
527
% of client visits during the survey period with a survey 45%
response
Total counters
248
Total ‘yes’ counters
245
% ‘yes’ counters
99%
Quality account
25
2012/13
Question asked: Would you recommend Brook to a friend?
Number of client visits during the survey period
564
% of client visits during the survey period with a survey 45%
response
Total counters
254
Total ‘yes’ counters
249
% ‘yes’ counters
98%
During 2012/13 Brook Wigan and Leigh was awarded You’re Welcome
accreditation. The service was assessed by young people from the Wigan
borough. Brook Wigan and Leigh were the first service in the borough to
achieve this status.
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 Wigan and Leigh
8 Ashton Gallery
The Galleries
Wigan
WN1 1AS
www.brook.org.uk
Registered Charity Number: 1140431
Limited Company Registered in England & Wales Number: 7458731
Brook is a trading name of the charities in the Brook Advisory Group