Brook Wirral 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 Wirral Since opening in 1992 Brook Wirral, now part of the Northern England and Scotland Area, has grown significantly and provides free and confidential sexual health information, advice, sexually transmitted infection testing, counselling, and education services. Locally and nationally, the organisation is highly regarded for its innovative and effective approach. We are a trusted and recognised brand amongst many thousands of young people, and we work successfully in partnership with other organisations to improve young people’s lives. During 2012/13 Brook Wirral’s clinical and education services were commissioned by NHS Wirral with some additional financial support for targeted youth support from the Rank Foundation. In 2012/13 Brook Wirral had contact with 22,802 young people: 11,694 at our main clinic site (including counselling) and our Education and Outreach team had contact with 11,108 young people. Brook Wirral’s education team works within most of the secondary schools in Wirral delivering our unique ‘BiteSize Brook’ events, ‘All Different, All Beautiful’ and ‘Greater Expectations’ personal development programmes. The team also delivers outreach work with young men and young women and runs a weekly lesbian, gay and bisexual group. The centre opens six days a week as a drop-in service, offering young people contraception, condoms, emergency contraception, pregnancy testing and referral for pregnancy advice and abortion. Brook Wirral is part of a network of services providing a range of additional health services in Wirral schools as part of a two year pilot programme. Specifically, Brook Wirral delivers additional contraceptive clinics in schools and youth settings across the Borough, we are responsible for the governance of the mental health training and are responsible for the development of a classroom resource and training for teachers on mental health and resilience. Brook’s services are delivered by nurses, counsellors, education workers and receptionists. 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 Wirral. 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 Area Director 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 Wirral. Julie Brierley Area Director 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 Motivational interviewing techniques We said we would provide training in motivational interviewing techniques to all staff working with young people. All eligible staff members attended the four day training in June and July. The training was incredibly powerful and has given the Brook Wirral team a range of tools and approaches which can be implemented across the disciplines within Brook, supporting us to maximise our combined efforts with young people. This builds on the work we did the previous year to establish better links between our counsellor, the education team and clinical staff. We will implement the techniques by all staff taking the same approach with young people, the education team increasing one to one work, offering dedicated coaching sessions and adding specific motivational techniques into clinical consultations. The counsellor has extended her ‘Toolkit’ by adding some more detailed techniques to the interventions she offers young people. Priority 2 Wirral wide implant audit We said that we would take part in an NHS led Wirral wide audit and analysis of implant fitting and removals in order to identify any issues which impact on young people retaining their implant. Brook Wirral participated in this audit in partnership with other services. The audit looked at clients who have this method removed after a short period, and what support they had received before they made the decision. The conclusions of this will help us to improve client information and support when they opt for this long acting reversible contraceptive method. Priority 3 Health services in schools We said we would take part in an external evaluation of the pilot of health services in schools programme. The service now runs in seven schools during the lunch period, and in two Further Education establishments and one hard to reach client venue. The service is extremely successful and is well attended. Relationships with school nurses are positive, often contact is made with the centre outside of the delivery times of this service. Quality account 10 2012/13 Client safety Priority 4 Sexual bullying and social media We said we would extend the provision of an education programme exploring the impact of social media and mobile technology on young people. Brook Wirral developed a Bitesize zone to raise awareness of sexual bullying and social media. This zone was developed for the youth offenders association and is delivered during our Education Bitesize sessions. This intervention focuses on safety and is designed to inform and educate young people on how to keep themselves safe. Priority 5 Local audits We agreed with our Commissioner to undertake an audit for each quarter of 2012/13. Quarter 1 Quarter 2 Quarter 3 Quarter 4 Audit of all safeguarding issues, concerns and actions in Q1 Audit of contraceptive method pre and post termination referral Audit of contraceptive method used prior to transfer to LARC method Audit of Chlamydia positives tested on outreach programmes and treated in clinic Two audits were undertaken due to changes in management priorities and workload to ensure that Brook Wirral could focus on the tendering process for the integrated sexual health contract. The outcomes of the two audits will be used to inform planning and training schedules. However the successful award of the integrated contract now means that clinical governance, processes and planning will be part of the partnership clinical governance board plans. These will be included in improvement priorities in 13/14 and are not yet formulated or agreed within the partnership model. Client experience Priority 6 Research views of vulnerable young people not using Brook We said we would commission research, led by a group of peer mentors to seek out the views and experiences of hard to reach and vulnerable young people who do not use services. Quality account 11 2012/13 Owing to changes of personnel at Brook Wirral during the management restructure and the focus on tendering for the integrated sexual health contract the research was not completed. However, during the tender process Brook Wirral participated in market research in Birkenhead with young people to identify their views on the location of sexual health clinics and the services they wanted. This information was used to inform the design of the new service model and resulted in the dedicated young people’s clinics being located in five locations across Birkenhead. This was designed to promote easier access for vulnerable and disadvantaged young people who were identified as not previously accessing services. Quality account 12 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 13 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 14 2012/13 Priorities for local improvement 2013/14 Brook Wirral’s local priorities for improvement in 2013/14 are: Clinical Effectiveness Priority 1 Implementing integrated policies and practice Brook Wirral is now part of an integrated sexual health model in Wirral and is operating in partnership with Wirral Community Trust and Wirral University Teaching Hospital. The model has a clinical governance board that is represented by managers from all three organisations that will direct improvement plans and priorities for the partnership. Brook Wirral will be working with our partners to ensure that integrated clinical practices and policies are implemented across all parts of the service. Progress will be monitored by and reported to the clinical governance board and to the Brook Area Director and Brook Executive Director of Operations. Client Safety Priority 2 Reviewing and implementing integrated client safety systems We will be contributing to the partnership approach to client safety by undertaking a holistic review of client safety systems including client records, safeguarding procedures and clinical governance to ensure that the new service model is operating under a single set of policies and procedures and that client safety and confidentiality is protected and ensured throughout the hub and satellite services. Progress will be monitored by and reported to the clinical governance board Brook Area Director and Brook Executive Director of Quality and Safeguarding. Client Experience Priority 3 Young People led Counter Measures surveys Building on the success of the simple and effective Counter Measure surveys, we will introduce two young people led Counter Measure surveys. The questions for both surveys will be decided on by young people with the support of our outreach staff. We will review client feedback and client data to identify how we can improve the client experience when visiting Brook Wirral. This review will include client waiting times, access to the relevant consultant, outcomes of Quality account 15 2012/13 consultation. This will enable us to deploy the resources we have in the most efficient way to manage clinic flow and service delivery. The results will be shared with our staff teams and regionally and nationally if relevant. We will also report the results within the waiting rooms via the ‘You said, we did” board. Quality account 16 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 Wirral provided and/or sub-contracted one NHS service. Brook Wirral has reviewed all the data available to them on the quality of care in this service. The income generated by the NHS services reviewed in 2012/13 represents 100% per cent of the total income generated from the provision of NHS services by Brook Wirral for 2012/13. Participation in clinical audits During 2012/13, no national clinical audits and no national confidential enquiries covered NHS services that Brook Wirral provides. During that period Brook Wirral was not eligible to participate in any national clinical audits or any national confidential enquiries of the national clinical audits. As Brook Wirral 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 Wirral 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 seven local clinical audits were reviewed by the provider in 2012/13 and Brook Wirral intends to take the following actions to improve the quality of healthcare provided: quick start contraception where possible undertake and document that an STI screen has been done for all women with irregular bleeding ask about and document the sexuality of the client determine STI risk by asking about previous infections Quality account 17 2012/13 provide a test of cure for clients with gonorrhoea work with allied services to improve partner notification offer all women an IUD as the first line option of emergency contraception and facilitate referral where required advise all women to have a pregnancy test three weeks. after emergency contraception offer an STI screen to woman with new partners requesting emergency contraception. Actions from audits led by NHS Wirral are not yet formulated or agreed within the integrated partnership model. Participation in clinical research The number of patients receiving NHS services provided or sub-contracted by Brook Wirral 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 Wirral’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 not available. Statements from the CQC Brook Wirral 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 Wirral had an unannounced CQC inspection on 20 November 2012 and was found to be fully compliant against all inspected outcomes. Brook Wirral has no conditions on registration The Care Quality Commission has not taken enforcement action against Brook Wirral during 2012/13. Brook Wirral 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 Wirral will be taking the following actions to improve data quality: Quality account 18 2012/13 we will implement all actions indicated as a result of completion of the Information Governance Toolkit guidelines for recording client activity are being developed and will be implemented within the service in 2013/14. NHS Number and General Medical Practice Code Validity Brook Wirral did not submit records during 2012/13 to the Secondary Uses service for inclusion in the Hospital Episode Statistics which are included in the latest published data. Information Governance Toolkit attainment levels Brook Wirral’s Information Governance Assessment Report overall score for 2012/13 was 84% and was graded Green. Clinical coding error rate Brook Wirral 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 1 2012/13 1 Brook Wirral considers that this incident rate is because there is a focus on client safety at all times and this is underpinned by procedures relating to premise safety, client records and information as well as clinical governance procedures. We do not consider this number of incidents disproportionate or unreasonable given the number of clients that we see (less than 1% of client visits). The overall grading of the incidents remains low risk and of low impact to client experience or safety. Brook Wirral intends to take/has taken 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 Quality account 19 2012/13 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 20 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 21 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 22 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 23 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 24 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 25 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 26 2012/13 Review of local performance 2012/13 Brook Wirral 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. In the autumn of 2012 Wirral PCT and Public Health Commissioners tendered for a fully integrated sexual health service. Following a very robust open competitive bid process the contract was awarded to the consortia of Wirral Community Trust, Brook Wirral and Wirral University Teaching Hospital. This means that Brook Wirral is now part of a new exciting integrated service. The new service model is branded as Sexual Health Wirral and merges the Genito Urinary Medicine, Contraception and Sexual Health and Young People’s services. It offers clients a one stop shop for all their sexual health needs including contraception, emergency contraception, pregnancy testing, STI and full GUM screening. The service is available seven days a week in various locations and venues with five dedicated young people’s clinics. Clinical effectiveness 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 as have cross discipline meetings which include reception, administration and counseling 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 Wirral reviewed all procedures and documentation for safeguarding decision making and is in the process of introducing a new Decision Making and Recording Form and monitoring system. This is to ensure that staff are guided and supported in making safeguarding assessments, that all vulnerable young people are monitored and safeguarding referrals are of the highest standard possible. All Brook staff received safeguarding training in 2012/13. Client experience Brook Wirral undertakes regular client satisfaction surveys and reviews the outcomes in management and team meetings to implement appropriate actions. In 2012/13, young people told us that; staff were helpful and supportive they didn’t feel judged Quality account 27 2012/13 confidentiality is very important they didn’t like having to wait a long time to be seen. Quality account 28 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 29 2012/13 Brook Wirral Whetstone Lane Birkenhead CH41 2QR www.brook.org.uk Registered Charity Number: 1015488 Limited Company Registered in England & Wales Number: 2727971 Brook is a trading name of the charities in the Brook Advisory Group Quality account 30 2012/13