Quality Account
An annual report detailing the quality of services we deliver
2012 /13
Introduction
Simon Gilby - Chief Executive
Section 5:
3
Section 1:
Foreword from the Board
4
Section 2:
Performance Overview 2012/13
6
Section 3:
Innovation in service delivery
17
Section 6:
Objectives for 2013/14
18
Section 7:
Statement from Wirral LINk
20
Section 8:
14
Section 4:
Quality assurance of the
services we deliver
Bringing high quality services
closer to patients
Statement from Wirral NHS
Clinical Commissioning Group
21
Section 9:
16
Statement from Local Authority
22
Introduction b
“
“It gives me great pleasure to
introduce our third Quality Account
sharing our achievements during
”
2012/13 and our plans for 2013/14.”
We provide a wide range
of high quality community
based healthcare services
throughout Wirral and
surrounding areas. Our
services support people of
all ages, from birth through
to end of life, and aim
to prevent ill health and
reduce unnecessary hospital
admissions.
our commitment to high quality, safe
care. These include the achievement
of our quality objectives in areas
such as Dementia Care, Long Term
Conditions, End of Life Care and
Infection Prevention & Control.
Our services include nursing and
therapy services as well as unplanned
care, lifestyle support and primary
care services. This year we have
extended the services we deliver
within Wirral and to neighbouring
areas (a full list of our services can be
found on page 23).
• Introduced our Leadership Walk
rounds where members of the Trust
Board visit services and talk with
patients and carers about their
experiences
Quality and the care of patients is at
the heart of what we do and in April
2012, the Care Quality Commission
(CQC) registered all our services
without conditions. CQC carried
out a spot inspection at our Walk-in
Centre at Arrowe Park Hospital in
November 2012 and assessed us as
demonstrating compliance in all areas.
This adds to the successful inspection
of our Community Dental services the
year before.
Over the past year we can identify
many achievements that demonstrate
Quality Account 2012 - 13
We have been working hard to
improve our understanding of how
patients experience our services, and
in addition to the patient stories and
feedback that we hear at our monthly
Board meetings, we have:
• Continued with the development of
Patient and Staff Quality Groups to
strengthen patient involvement
• Made improvements to referral
pathways and patient information as
the result of the Patient Experience
Champions.
As well as reviewing our achievements
over the last year, this report sets out
our priorities for improving patient
experience, staff experience and
ensuring the continued delivery of
high quality care during 2013/14.
We will continue to improve quality
through the implementation of our
Quality Strategy.
We hope you will agree that our
Quality Account provides many
examples of where we are already
providing high quality clinical care.
We are confident that during 2013/14
we will continue to work with our
patients, staff and commissioners
to ensure continuous improvement
across all services.
On behalf of the Trust Board, I
would like to thank all of our staff
who have contributed to what has
been a successful year improving
quality across all services. This report
highlights the commitment of our
staff at all levels of the organisation to
providing high quality care to patients
and service users on a daily basis and
the pride they take in doing the very
best for each and every person they
meet.
I confirm on behalf of the Trust Board
that, to the best of my knowledge
and belief, the information contained
in this Quality Account is accurate
and represents our performance
in 2012/13 and our priorities for
2013/14.
Simon Gilby
Chief Executive
3
b Section 1: Foreword from the Board
Enjoying a visit to our
Health Visiting Service
4
Quality Account 2012 - 13
The Quality Account aims
to assure our patients,
commissioners and local
population that we are focused
not only on providing the
highest level of clinical care,
but also on continuously
seeking ways to improve.
Our priorities for 2013/14 are set out in
this report and have been developed
through discussion with our clinicians and
commissioners.
Building on last year’s achievements, we have
developed Quality Objectives around promoting safe
patient care, reducing patient harm and improving
patient experience.
In this account we identify our
2013/14 priorities for:
• dementia care
• leg ulcer care
• pressure ulcer care
• care for children with complex needs
• end of life care
• monitoring areas of potential harm
• infection prevention & control
• patient experience
• staff experience.
See Section 6
for details of our
objectives.
Quality Account 2012 - 13
Objectives are regularly monitored at the
Trust Board meetings and subcommittees.
5
b Section 2: Performance overview 2012/13
Last year we set objectives relating to our four quality themes:
b
Delivering Care
b Getting
b
Patient Experience
b
Staffing Right
Staff Experience
In 2012/13 we identified and achieved specific objectives under each of these themes:
Delivering Care...
b Dementia Care
b End of Life Care
Objective: Improve the early detection of dementia
for 90% of new Community Nursing patients aged 75
and over who were suffering short term memory loss.
Objective: Monitor that patients preferred place of
care is fulfilled and all equipment provided to facilitate
a rapid and safe discharge.
Achieved: 100% of patients received
Achieved: We provided end of life nursing care
assessments and 90% of carers were offered an
assessment.
and equipment, to support 100% of patients who
wanted to be at home at the end of their life.
Objective: Incorporate the following National
Institute for Clinical Excellence (NICE) End of Life Care
quality standards to day to day care for palliative
patients:
• Patients have medications in place for when they
were needed.
• Patients who want to be cared for at home are.
• Joint visits are carried out between nurses and
general practitioners.
• Patients are appropriately referred to the Specialist
Palliative Care Team.
• Carers are appropriately assessed.
• Carers received planned bereavement visits.
Achieved: 100% of the quality standards
were met.
Additional achievement: Following
Director of Operations/Executive Nurse with
Director of Quality & Governance and Infection,
Prevention & Control
6
work completed in 2011/12 and feedback from
our patients, we reviewed our palliative care
training provided to nursing staff to improve
communication skills when providing nursing care
for patients and their carer’s in their own homes.
Quality Account 2012 - 13
b Leg Ulcer Care
Objective: Improve healing rates for 70% of leg ulcers
to 15 weeks or below.
Achieved: 100% of leg ulcers were healed
in 15 weeks or less. 95% of patients were given
information about the care of their leg ulcer.
b Self-Care Plans for Patients
with Diabetes
Preventing
infection
Objective: Introduce self-care plans to support
patients with diabetes using our Podiatry, Nutrition &
Dietetics and Heart Support Services to record their own
health goals, medication and other useful information.
Achieved: By the end of 2012/13 100% of new
patients had received a self-care plan.
Additional safety information
Never Events
Never Events are serious, largely preventable,
patient safety incidents that should not occur
if the right processes are in place.
b Infection Prevention and
Control
We had zero Never Events in 2011/12 and
2012/13.
Objective: No healthcare acquired infections to be
Significant Untoward Incidences (SUI)
attributable to the services that we provide and to work
collaboratively with partner organisations to contribute
to the reduction of these infections across the Health
Economy.
Achieved: We had no healthcare acquired infections
attributable to our services and hosted our third
successful Infection Prevention & Control event for
staff from across the health and social care economy.
b Safety Thermometer
The Safety Thermometer is a national quality improvement
target, measuring ‘harm free’ care from the patient’s
perspective.
Objective: Successfully implement systems throughout
our Nursing Services, ensuring the collection of correct
data from patients in the following four areas of harm:
• Pressure ulcers
• Falls
• Urinary tract infection in patients with catheters
• Venous Thrombo-embolism (VTE) (blood clot)
Achieved: During 2012/13 we achieved the
national target of delivering 95% harm-free care to
our community patients, surveying on average over
700 patients per month.
Quality Account 2012 - 13
Serious incidents requiring investigation in
healthcare are rare, but when they do occur
the Trust has processes in place to respond
to them that protect patients and ensures
a robust investigation is carried out which
results in the Trust learning from the incident
and minimising the risk of the incident
happening again.
During 2011/12 we reported seven SUI’s and
during 2012/13 we reported four SUI’s. All
SUI’s are fully investigated and themes are
reviewed and learning from these incidents is
shared across the Trust to prevent them from
reoccurring.
We report all patient safety incidents to the
National Patient Safety Agency (NPSA).
687 Patient Safety incidents were reported
during 2012/13, eight of these were coded
as severe and four were coded as death (NB.
These deaths were not attributable to the
Trust).
All incidents are fully investigated and
learning from them shared across the Trust.
7
b Section 2: Performance overview 2012/13
Patient Experience...
During 2012/13 we aimed to further
Objective: Develop patient and staff quality groups
improve mechanisms for gathering
for all clinical services.
patient experience which included the
Achieved: We have introduced during 2012/13
patient and staff quality groups in our Nursing,
Therapy and Lifestyle Divisions. These groups
provide opportunities for patients, carers and staff
to meet and identify improvements for services.
use of patient stories, patient shadowing
and patient experience questionnaires.
Objective: Carry out ‘Patient Shadowing’ in
six of our services to gather patients and families
views by ‘walking the walk’ to highlight areas where
improvements can be made.
Achieved: Six patient shadows were completed
and resulted in the following:
Objective: Present patient interviews at our
monthly Trust Board meetings to share patient
experiences of our services.
Achieved: 12 patients and carers interviews
were presented to the Board.
• Improved sign-posting for the Continence
Service
Using feedback from this method of data
collection we have made the following
improvements:
• Emphasis for clinical staff to follow best practice
standards for infection prevention by being
‘bare below the elbow’
• Updated leg ulcer procedure to ensure all staff
are aware that patients can self-refer into a Leg
Ulcer Clinic
• Highlighted the need for up-to-date clinic
opening times to be communicated to patients
• Introduced systems to ensure bank staff get a
clinical handover in nursing teams
• Reviewed and updated patient feedback cards
so they can share their experiences of our
services easily.
• Nursing teams to ensure they have the
optimal wound care products to promote
wound healing.
Improving patient experience
8
Quality Account 2012 - 13
Community Nurses visiting patients at home
Objective: Develop ‘Easy Read’ Patient Experience
Questionnaires.
Achieved: Easy Read questionnaires were
developed and made available to patients
requesting them.
Objective: Promote the Young People Friendly
initiative to all services accessed by young people.
Achieved: The initiative has been promoted to
services providing care to young people and a
number of our services have been accredited or
working towards Young People Friendly
accreditation.
Objective: Include the question ‘Would you
recommend our services to your family and friends?’ on
all patient experience questionnaires.
“
“The service I received from
the Community Nursing Team
was very professional, the
staff were friendly and helpful
at all times. They are a credit
to the nursing profession!”
”
Objective: Learning from Complaints - We will
ask those who complain about our services to share
their experience of the services we provide and the
complaints procedure so improvements can be made.
Achieved: All letters responding to complaints
asked for feedback about the complaints process.
Achieved: All Patient Feedback methods
include the ‘family and friends’ question.
Quality Account 2012 - 13
9
b Section 2: Performance overview 2012/13
Patient Feedback
overview:
A total of 1565 patient experience
questionnaires were completed, which
showed that:
• 96% of patients were satisfied that they were
involved in and informed about decisions about
their care.
• 97% of patients were satisfied that the
healthcare professional explained the treatment/
health advice in a way that they could
understand.
• 96% of patients felt they were given enough
privacy when treated or advised.
• 96% of patients who were asked would
recommend our services to family and friends.
There were 48 written complaints received in 2012/13
compared with 65 in 2011/12. 100% of complaints
received were acknowledged within three working days.
Theme of Complaint
Number
Aspects of clinical treatment
17
Attitude of staff
8
Communication/Information to patient
13
Aids, appliances, equipment,
premises
2
Appointments, delay/cancellation
2
Implementation of care or review
3
Policy
1
Other
2
Total
48
During 2012/13 one formal investigation was referred
to the Parliamentary and Health Service Ombudsman
in relation to our Trust. We await the outcome of their
investigation.
Compliments
We received 980 compliments compared with 461 in
2011/2012. This is a significant increase and a positive
reflection on the quality of services we provide and the
increased opportunities patients have to voice their opinion.
Theme of compliment
Number
Access / Admission / Appointment
303
Clinical assessment
3
Consent, Confidentiality or
Communication
98
Estates issues
3
Implementation of care or ongoing
monitoring/review
32
Medical device/equipment
3
Medication: Advice
29
Staffing
1
Treatment, procedure
508
Total
980
10
Complaints
Changes and improvements made by the Trust
following complaints include:
Podiatry Service:
• Reviewed the process for providing extra dressings to
ensure consistency of support for all patients
• Information/guidance notes on Re-dressings/Home
Treatments added to patient ‘Notes for Nails Surgery’
which is sent to patients with their appointment letter.
Phlebotomy Service:
• Reviewed Venepuncture Competency Assessment Tool.
Assessment tool used annually to assess competence
and compliance by all staff undertaking venepuncture
procedures.
Detailed information with regards to complaints received
by Wirral Community NHS Trust are collated in an Annual
Report as part of Regulation 18 of the Local Authority
Social Services and National Health Service Complaints
(England) Regulations 2009 and is available on request.
Quality Account 2012 - 13
Getting Staffing Right...
Objective: Develop a Human Resources Strategy to
Objective: Improve staff attendance by
support the organisation’s business plans.
implementing a Wellbeing Strategy.
Achieved: During 2012/13 we developed
Achieved: In 2012 the Trust developed a
our 2012/17 HR Strategy and this was approved
by Board.
Wellbeing Strategy, actions have included:
Objective: Develop a workforce plan to create a
flexible workforce and target recruitment through the
local community.
Achieved: We continue to develop our five year
workforce plan. In the last year we have reviewed
and updated our recruitment practices which has
reduced recruitment times.
Objective: Promote and embed our organisational
values into the appraisal, recruitment and induction
processes.
Achieved: Our organisational values are
included in the appraisal, recruitment and
induction processes.
• Introduction of an Employee Assistance
Programme which provides confidential support
to staff and their families 24 hours a day 365
days a year
• Introduced a new occupational health service
• Fast track physiotherapy services appointments
for staff.
This year we reduced our annual
sickness absence rate to 4.5%
from its highest point 6.2%.
We continue to work towards
reducing our annual sickness
absence rate to 3.4% in line with
the national target.
Getting staffing right
Quality Account 2012 - 13
11
b Section 2: Performance overview 2012/13
Staff Experience...
Improving staff
experience with
e-learning
e-learning brings many benefits such as:
• More flexible way of learning with access to training from
any PC with the potential to release time back to care/
role activity
• Covers a range of learning styles as not everyone learns
in the same way
• Allows staff to learn at their own pace, breaking up
the learning and re-look at sections to fully understand
before moving on.
All e-learning progress and results are recorded on the
Electronic Staff Record (ESR) which accompanies staff
wherever they go within the NHS.
All staff receive an annual appraisal and personal
development plan to support ongoing learning and
development as well as career aspirations.
One of our overall objectives is to
have sufficient numbers of staff with
the right competencies, knowledge,
qualifications, skills and experience
to ensure that our Trust delivers high
quality healthcare.
Objective: Provide learning opportunities for all
Trust staff.
Achieved: We have invested in the
development of our staff, supporting 141
places on academic modules at local universities
where knowledge and skills will be used in the
organisation.
Objective: Promote a learning culture for all staff.
Objective: Ensure all staff undertake mandatory
training specific to their role.
Achieved: 95% of staff have completed
mandatory training specific to their role
We have continued to update Essential Learning
Programmes for staff responding to Care Quality
Commission and NHS Litigation Authority
requirements.
Objective: Ensure all staff have an annual appraisal
and personal development plan that supports them to
deliver high quality services.
Achieved: 100% of eligible staff received an
annual appraisal and personal development plan.
Objective: Undertake regular mini-surveys to
identify specific issues affecting our staff
Achieved: We conducted mini-survey’s covering
the following topics:
Achieved: In 2012, we launched e-learning
- Infection Prevention & Control
(online learning) encouraging staff to take control
of their learning and development needs.
- Information Governance
12
- Managing Attendance.
Quality Account 2012 - 13
b 2012 Staff Survey Results
The Staff Survey was distributed to 1300 staff
members. We had a response rate of 52%.
Results from the survey demonstrate that:
• 97% know how to report concerns about fraud or
malpractice
• 81% are happy with the quality of work and patient care
they provide
• 82% received job relevant training, learning and
development
Physiotherapy at the new
St Catherine’s Health Centre
• 73% would recommend the Trust as a place to work or
receive treatment. This is an increase on last year’s figure
(67%) and above the National Average (63%).
Staff Achievements:
b Responding to local priorities
and national drivers
As part of the Quality Goals included in our Quality
Strategy, bespoke training provided by the University of
Chester has been made available to further develop the
skills and knowledge of our clinical staff.
Training focused on supporting the delivery of quality
care for patients and their carers in the areas of dementia,
common mental health conditions, learning disabilities and
end of life care communication skills.
Congratulations to all staff who have
successfully completed the following courses:
• Mentorship
• Leadership
• Safeguarding Vulnerable Groups
• Non-Medical Prescribing
• Clinical Examination
• Clinical Diagnostics
• Evidence Based Practice/Research
• Palliative and End of Life Care
• Meeting the Challenges of Heart Failure
b Preparing the next generation
of healthcare professionals
In 2012/13 over 350 pre and post registration healthcare
students attending local universities were offered work
placements with the Trust, providing students with an
opportunity to experience working within the community
setting in partnership with a range of local agencies and
services.
By supporting access to this breadth of experience we
ensure students are capable of safe and effective practice
in a range of environments at the point of registration as a
healthcare professional.
During 2012/13 we worked closely with Ridgeway High
School and Birkenhead Sixth Form College to develop a
pilot Work Experience Scheme for students interested in
learning more about the different roles within the NHS.
Quality Account 2012 - 13
• Caring for People with Respiratory Problems
• Caring for People with Long Term Conditions
• Diagnosis and Triage Upper/lower Limb MSK
Conditions
• Principles and Clinical Management for Patients
with Neuro MSK Dysfunction
• Cognitive Behavioural Interventions
• Infection Prevention & Control
• Empowering Healthy Communities
• Interventions for Promoting Healthy Lifestyles
• Clinical Supervision
• Contraception and Sexual Health
• Sexual Health in Practice
• Advanced Practice in Health Care
13
b Section 3: Innovation in service delivery
We continue to work to make services even
better and more efficient. In this section we tell
you about some of the things that we do.
Productive Community
Services – releasing time
to care
Productive Community Services is
a change programme which helps
systematic engagement of all front
line teams to improve quality and
productivity.
Our goal was to use the programme
to support eight eligible teams. In
2012/13 we managed to support
twelve teams.
We were able to start a number
of new initiatives as a result of the
programme:
• Health Visitors in Prenton
implemented Beautiful Beginnings
Group for new mums.
• Health Visitors in Bidston have
implemented an additional baby
massage group.
• Health Visitors in Rock Ferry
implemented an extra clinic to
deliver behaviour / sleep support for
families.
• Heswall Community Nursing Team
developed a standardised ‘nursing
bag’ to ensure nursing staff have the
right equipment at the right time.
Improvements to services can enable
teams to spend more time with their
patients. Examples of where time has
been saved include:
• A review of a Health Visiting team’s
filing system for managing family
records enabled the service to save
1066 hours per year.
• By reorganising the resources used
for delivering their programme, the
Family Nurse Partnership saved 390
hours per year.
After completing the programme, a
member of staff said:
“It will make our service
reduce waste and be
more efficient, promoting
the patient at the heart of
the service.”
Commissioning for
Quality & Innovation
(CQUIN)
A proportion of our income in
2012/13 was conditional on us
achieving quality improvements and
innovation goals agreed with our
commissioners through the CQUIN
payment framework.
We achieved all our CQUIN goals and
the conditional income. We have:
• reinvested the money into
equipment and training for our staff
• introduced standardised community
nursing bags across all teams
• purchased Podiatry equipment to
enable the service to produce insoles
while patients wait.
Awards
We are pleased to celebrate the following
achievements:
b The Integrated Continence Service was shortlisted for the
Nursing Times Awards for their innovative approach and
enhanced care provided to children across the borough.
b The Trust received Baby Friendly accreditation from
UNICEF demonstrating that we are an organisation
delivering best practice care in support of breastfeeding.
b In March 2013, we celebrated achievements across the
Trust at our For You, Thank You staff awards.
14
Quality Account 2012 - 13
Treatment at leg ulcer clinic
“
“I found the staff to be most helpful,
informative and professional. They are very
patient and responsive to my needs.”
Quality Account 2012 - 13
”
15
b Section 4: Quality Assurance of the services we deliver
Frontline
focus visit
External Regulation
b Care Quality Commission
The Care Quality Commission (CQC) regulates all health
and adult social care services in England . Through
inspections and information monitoring, it ensures that
essential common quality standards are met by all care
providers. We are registered with CQC without conditions.
We aim to deliver high quality
services. In this section we tell
In 2012, CQC carried out a routine inspection of the Walkin Centre, Arrowe Park Hospital and reported that the
following standards of care were met:
• Respecting and involving people who use services
• Care and welfare of people who use services
you about how we measure and
• Safeguarding people who use services from abuse
assess the quality of our services.
• Supporting workers
• Assessing and monitoring the quality of service provision.
Internal regulation
b Frontline Focus:
Frontline Focus is an initiative we use internally to help us
understand the process of a patient visit. In 2012/13 we
undertook 62 visits which:
• Gathered evidence on essential clinical quality standards
• Helped us to improve infection prevention and controls
standards
• Improved quality of catheter care for patients.
b Clinical Audit:
Our Clinical Audit process monitors the quality of care
and services against local and nationally agreed standards.
During 2012/13 we successfully completed 35 clinical
audits including two regional audits.
Improvements made as a result included:
• Updated Patient and Carers Assessment documentation
which outlines best practice for end of life care patients
and their carers
• Podiatry service have developed a standard operating
procedure for nail surgery
• Appointment of a Specialist Health Visitor for children
with complex needs.
16
b NHS Litigation Authority
The NHS Litigation Authority handles NHS negligence
claims and work to improve risk management in the NHS.
They produce standards against which NHS organisations
are assessed. The Trust was assessed and achieved Level 1
with a score of 49 out of 50.
“It was clear throughout the
assessment that the organisation
has worked hard to develop the
approved documents to make them
relevant to the new organisation.
The documents were well presented
and provide clear guidance for staff
to support the management of risk
throughout the organisation.”
Karol Edge, Senior NHS LA Assessor
b Information Governance
During 2012/13 we maintained Level 2 compliance
with the national Information Governance Toolkit and
96% of our staff completed relevant Information
Governance training.
Quality Account 2012 - 13
Section 5: Bringing high quality services closer to patients b
Delivering care from the new
St Catherine’s Health Centre
We continue to support the NHS direction to reduce hospital admissions
by providing high quality services in the community. In this section we tell
you about organisation developments which support this.
b St Catherine’s Health Centre
In August 2012, services left the historic former building
and moved into the new St Catherine’s Health Centre
providing a modern clinical community base to support the
delivery of high quality services.
b Physiotherapy Service
During 2012/13 we worked with commissioners to
introduce a new specialist Physiotherapy Service for patients
who require more advanced treatment.
b Sexual Health
Service
Working in partnership with Wirral
University Teaching Hospital NHS
Foundation Trust and Brook* we
successfully won the contract to
deliver sexual health services across
Wirral from April 2013 for three
years. The new integrated service
with a single telephone number and
point of access will mean people
will be able to access services at a
Quality Account 2012 - 13
greater number of locations with services now available
seven days a week.
b Centralised Booking Service
During 2012, we introduced a centralised booking service
which operates 8am – 8pm, seven days a week providing
patients with one phone
number to be able to book
appointments with the
following services:
• Podiatry
• Phlebotomy
• Emergency Dental
• All Day Health Centre GP
Practice
The Centralised Booking
Service also helps manage
calls from patients of the
Community Nursing Service. This will be further developed
over the coming year.
*Brook is a charity that provides free sexual health
clinics and advice for people under the age of 25.
17
b Section 6: Objectives for 2013/14
We have agreed the following quality objectives with our
Commissioners for 2013/14, which will be supported by the CQUIN
scheme. These objectives link to the four quality themes:
Delivering Care
b Patient Experience
b
b Delivering
b Getting
Staffing Right
b Staff Experience
Care
Children with complex needs
Objectives for next year include:
Dementia care
• 90% or above of Community Nursing patients aged
65 and over to be screened for potential early signs
of Dementia.
Leg Ulcer care
• Introduce new bandaging which is more comfortable to
wear and easier to walk in, whilst still supporting early
healing rates at 15 weeks for 70% of patients.
• Review and monitor standards of healthcare for children
with complex long term conditions in the Health Visiting
Service and improve the parents experience.
End of life care
• Maintain best practice standards for end of life care
patients in community nursing and improve carers
experience of care.
Preventing harm
• Continue to use national NHS Safety Thermometer
standards to measure patient harm in relation to:
Pressure Ulcer care
o Falls
• Monitor essential standards for pressure ulcer care in
Community Nursing to promote safe patient care, reduce
patient harm and improve patient experience
o Urinary tract infections
• Work in partnership with Care Homes to develop
educational resources for staff and patients to prevent
pressure ulcers from developing.
o Treatment for VTE*
Data collected will be used to help signal where we might
need to focus more detailed measurement, training and
improvement to ensure the safety of our services.
Infection Prevention and Control
“
“I found that the member of
staff listened to me and was
very understanding of my
situation. She has motivated
me to healthier living habits
and to be more active.”
18
o Pressure Ulcers
”
• No avoidable healthcare associated infections attributable
to the services we provide
• Work collaboratively with partner organisations to reduce
healthcare associated infection across the local health
economy.
*Venous thromboembolism (VTE) is a blood clot
that develops in a vein.
Quality Account 2012 - 13
Community Therapy at the
Independent Living Centre
b Patient
Experience
Objectives for next year include:
• Increase the number of completed Patient Experience
Questionnaires from all relevant clinical services by 10%
“
“I can’t praise this
department highly
enough. The advice and
care I have received has
been brilliant.”
• Conduct 12 patient shadows across our divisions
• Increase the opportunity for patients to leave feedback
using technology e.g. text messaging
• Develop a Patient Experience Champion role in all
Clinical Divisions
• 80% of patients leaving feedback to recommend
our services to their friends and family, in line with
national targets.
b Getting
Staffing Right
Objectives for next year include:
• 95% of staff joining the organisation to attend corporate
induction within six weeks of their start date
• 95% of staff joining the organisation to complete their
local induction within six weeks of their start date
• 95% of staff to attend Mandatory Essential Learning
within the agreed timeframe.
Quality Account 2012 - 13
b Staff
”
Experience
Objectives for next year include
• 100% of eligible staff to have an annual appraisal
• 100% of eligible staff to have a personal
development plan
• Reduce the staff annual sickness rate to the national NHS
target of 3.4%
• A 5% increase of staff reporting job satisfaction in the
National NHS staff survey
• A 5% increase in staff recommending the Trust as a place
to work or receive treatment
• 95% staff reporting that they know how to report
concerns regarding fraud and malpractice in the National
NHS staff survey.
19
b Section 7: Supporting statement from Wirral LINk
Statement from Wirral LINk
(Local Involvement Network)
LINk members attended an
engagement session with Lisa Cooper,
Director of Quality & Governance and
Infection Prevention & Control, on 7th
February 2013 to discuss the Quality
Account for The Wirral Community
NHS Trust for 2012/13.
Wirral LINk would like to thank
Wirral Community NHS Trust for
the opportunity to comment on the
Quality Account for 2012/13. A sub
group of LINk, who look at Quality
Accounts for NHS Trusts, met to
compile this response. The report was
forwarded to Healthwatch Wirral to
disseminate to The Trust.
On 1st April 2013 Healthwatch Wirral,
a new Community Interest Company,
was launched. This organisation
replaces LINk and is the new local
independent consumer champion for
the public.
Delivering Care.
Wirral LINk would like to commend
the Community Trust for identifying
and achieving objectives in delivering
care under the specific themes,
dementia care, end of life, self- care
plans for patients with diabetes,
infection prevention and control,
safety thermometer and leg ulcer care.
It was noted that the self- care plan
for patients with diabetes target had
been achieved for all new patients
but there was no mention of existing
patients.
It was gratifying that the significant
untoward incidences had reduced in
comparison to the previous year and
that none of the 4 deaths coded were
attributable to the Trust.
20
Patient Experience.
LINk are pleased that the Trust are
enhancing the range of patient
experience improvement activities
and appear to be very proactive in
sharing patient experiences with
the Trust Board. The Trust should be
commended in promoting the Young
People Friendly initiative to all services.
LINK would like to congratulate the
services who have been accredited or
are working towards Young People
Friendly accreditation.
Compliments and
Complaints.
Due to the Trust providing increased
opportunities for patients to voice
their opinion, it is gratifying to
see that compliments received
have significantly increased
and complaints have reduced.
Healthwatch Wirral look forward
to hearing how patients comments
received have improved the complaints
procedure. It would be helpful to see
a breakdown of all the services which
have improved and those services that
have not.
Getting Staffing Right and
Staff Experience.
LINK were pleased to see that
the Trust have reduced sickness
absence rates and have invested in
the development of staff. They will
continue to work towards reducing
absence rates further in line with the
national target.
Innovation and Quality
Assurance.
It was noted that the CQUINS
payment framework monies were
well invested by the Trust and all goals
were achieved. The Trust should also
be congratulated in supporting 12
teams who were eligible to be part of
the Productive Community Services
Programme initiative. Their original
goal was to support 8.
The quality assurance internal and
external regulations were noted. The
centralised booking service is a good
initiative and Healthwatch Wirral look
forward to hearing how this will be
further developed in the coming year.
LINk valued and benefitted from their
engagement with Wirral Community
NHS Trust during the year, and were
impressed with all of the planned
objectives and improvements for
2013/2014.
Wirral LINk has had a very well
established and respectful relationship
with Wirral Community NHS Trust and
looks forward to continuing this as
Healthwatch Wirral in the future.
Diane Hill, Geoffrey Gratwick,
Joyce Jackson.
Date. 15/05/2013
It is admirable that the Trust are
working closely with 2 schools to pilot
a work experience scheme.
Quality Account 2012 - 13
b Section 8: Statement from Clinical Commissioning Group
Supporting Statement from NHS Wirral Clinical
Commissioning Group
As lead commissioner, NHS Wirral
Clinical Commissioning Group
is committed to commissioning
high quality services from Wirral
Community NHS Trust and we take
very seriously our responsibility to
ensure that patients’ needs are
met by the provision of safe, high
quality services and that the views
and expectations of patients and
the public are listened to and acted
upon. This Quality Account, in our
opinion, accurately reflects the Trust’s
quality performance in 2012/13
and highlights future priorities that
are aligned with NHS Wirral Clinical
Commissioning Group’s priorities for
2013/14.
We are reassured that the Trust
achieved the objectives that they
Quality Account 2012 - 13
set out for last year under the
headings of delivering care, patient
experience, getting staffing right
and staff experience. We have been
encouraged by the focus given to
capturing and acting upon patient
experience feedback by capturing
patient stories and patient shadowing
and acknowledge the achievements in
year in relation to leg ulcer care and
Infection Prevention and Control.
The achievements of Wirral
Community NHS Trust have been
recognised nationally including:
The Integrated Continence Service
being shortlisted for the Nursing
Times Awards for their innovative
approach and enhanced care provided
to children across the borough and
receiving Baby Friendly accreditation
from UNICEF demonstrating that they
are delivering best practice care in
support of breastfeeding.
We congratulate the Trust in the
improvement that it has made in
reducing its annual sickness rate
from 6.2% to 4.5%, however we
acknowledge that further work is to
be undertaken in order to ensure that
this is in line with the national target
of 3.4%.
As commissioners we have agreed
with the Trust the objectives for
2013/14, which will be challenging
but achievable to ensure that quality
remains a focus within the services
that are delivered.
Phil Jennings
Chair Wirral CCG
21
b Section 9: Statement from Local Authority
Statement of Support
Chief Executive – Wirral Council
The Community Trust has continued to build on the achievements it delivered last year. Although we have not reviewed
this account through our scrutiny arrangements, the Community Trust has been positively working with the Local
Authority during the past year, and the evidence of their commitment to quality services for our community and to staff
development are to be welcomed.
To the best of my knowledge the Quality Account is a true and accurate reflection of the progress made in 2012/2013
against identified quality standards.
Wirral Council is committed to working in partnership with Wirral Community NHS Trust and other health partners in the
provision of quality services to the local community.
Graham Burgess
Chief Executive
22
Quality Account 2012 - 13
Divisions & Services...
Lifestyle
Primary
Care
Unplanned
Care
Wheelchair
Service
Public Health
GP Services
Arrowe Park
ADHC
Minor Injuries
Unit
Specialist
Nursing
Independent
Living Service
Sexual Health
Leasowe Primary
Care Centre & GP
Out of Hours
Phlebotomy
Service
Cardiac Service
Community
Equipment
Health Visitors
Primary Care
Assessment Unit
Single Point of
Access
Podiatry
Community
Dental Services
DVT Team
Speech &
Language
Therapy
Ophthalmology
Centralised
Booking
Nursing
Therapies
24 hr
Community
Nursing
Community
Therapy & Falls
Prevention
Walk-In-Centre
Eastham
Physiotherapy &
Rehabilitation
Walk-In-Centre
Wallasey Victoria
Central
Nutrition &
Dietetics
Walk-In-Centre
Arrowe Park
If you would like this information in another format or
language, or would like to provide feedback about any of
our services, please contact our Patient Experience Service:
T: 0151 514 6311
Freephone 0800 694 5530
or patient.experience@wirralct.nhs.uk
www.wirralct.nhs.uk