5 Boroughs Partnership NHS Foundation Trust Annual ... - Monitor

Service Delivery and Patient Experience
This theme relates to how we deliver our services and the quality of our
patients’ experiences. It is about what people think of us and the quality of the
services we deliver. We have fully met the objectives agreed with the Trust
Board for this year, for this strategic theme.
What have we done against this Strategic Objective in 2011/12?
Capturing Patient Experience
This objective has been met. We consulted widely on how best to capture
patient experience in addition to recording key measures on patient
satisfaction. We have established key ‘touch points’ in our clinical pathways
where we can now measure and track improvements to our patients’
experience. In addition we are working with our Intranet and Internet
developers around the creation of an innovative and potentially marketing -
leading approach to eliciting service user feedback.
We have been listening to our service users and carers about the quality of
their patient experience in a variety of ways including:
National Patient Survey Results
This year’s results were presented in a new format know as a ‘Summary
Report’, with marks given out of 10, and published on the Care Quality
Commission website. The Trust was rated “better” than other Trusts in the
overall category.
In-patient and Community Patient Surveys
The Trust has continued to obtain real-time feedback from service users
regarding their satisfaction with our mental health and learning disability
services.
Knowsley Integrated Provider Services Generic Satisfaction Survey
Generic Satisfaction Surveys were carried out in December 2011 and March
2012. On both occasions 42 services took part with approximately half of all
people surveyed responding.
Patient Opinion
The Trust continues to support the national Patient Opinion website and
during the reporting year Patient Opinion was rolled out to Knowsley
Integrated Provider Services.
‘Big Brother’ Booth
Having previously piloted the use of our portable ‘Big Brother’ Booth within our
community settings, during the reporting year we gave our in-patients at our
hospital at Hollins Park, Warrington the opportunity to feed back on the quality
of our services on camera. This included traditionally hard-to-reach audiences
including people in our learning disability settings.
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Annual Report and Annual Accounts 2011-12