Item 8 - Sheffield Health and Social Care

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3.3 Service user experienceComplaints and complimentsA full picture of the complaints and complimentsreceived by the Trust over the year is availableon our website in the Annual Complaints andCompliments Report. This includes feedback fromthe complainants (the people who have made thecomplaint) about their experience of the complaintsprocess and if they felt their concerns wereappropriately addressed and taken seriously.All complaints are investigated and if we agree withthe concern being raised we will put in place anaction plan to address the problem. The followingsummarises the numbers of complaints and positivefeedback we have received:We do use complaints as an opportunity to improvehow we deliver and provide our services. Examples ofsome of the changes we have made from reviewingconcerns that people have raised with us are:• Sheffield Aspergers Service to produce a writteninformation pack for service users with ADHD• Improved the information we provide toservice users about how to reduce sideeffects from medication• Development of peer support networks forservice users with personality disorders• Introduced improvements within inpatient wardsto provide a reasonable variety and quantity ofdiet to meet service user needs, eg halal andvegan meals.Intensive Treatment Service – secure carefor people who are acutely mentally illand in need of intensive care and supportOur current ward facility is too small and it does notprovide access for the service users to outside space.This significantly impacts on the experience of carefor the individuals on the ward, as well as the staffdelivering care.Recognising this, we have approved an investmentof £2.8 million to design and build a new Wardon our Longley Centre site. This will result in realimprovements to the design and feel of the Ward,much better facilities and access to dedicatedgardens and outdoor space. The work on thecommissioning of the new ward has startedduring this year, and we look forward to itopening towards the end of 2013/14.We have invested £3.2 million over two years ina new purpose built community facility to provideresidential based care and treatment for peoplewith challenging behaviour as part of the IntensiveSupport Service. The new facility has been built thisyear and will open in May 2013. We see this as atremendous move forward for us, and are excitedabout the significant improvements in care andsupport that we will be able to provide, and the realimprovements in the experience for the individualswe support with the opening of this new facility.General environmentDuring 2012/13 no external reviews of our facilitiestook place. The previous PEAT assessment tookplace in 2010/11. The conclusion of the reviewis summarised as follows:Number of 2010/11 2011/12 2012/13 (*)Formal complaints 86 97 143Informal complaints 286 215 260Compliments 1,559 1,401 1,368Data is for Apr – Dec: 3 QuartersSite Location Environment Score Food Score Privacy andDignity ScoreLongley Centre 4 Good 5 Excellent 4 GoodMichael Carlisle Centre 4 Good 5 Excellent 4 GoodForest Close 4 Good 5 Excellent 4 GoodDuring the last year 12 people referred theirconcerns to the Health Services Ombudsmanbecause they were dissatisfied either with the Trust’sresponse or the way we investigated their concerns.The Ombudsman did not feel there was a need toundertake any further investigations into the issueswithin these complaints.Over the last year we have implemented a range ofchanges to how our services are delivered. We havere-organised our community mental health teamsand closed some day centres and bed based servicesas we have provided more care in more appropriatecommunity based settings. All service changes canbring a feeling of uncertainty and disruption tocontinuity of care. We have placed great emphasison reducing the impact on the people who use ourservices while we introduce these changes. We arepleased that our service changes have not been anotable cause or reason for why people have raisedconcerns about their care through complaints orother means of feedback.Improving the experience through betterenvironments – investing in our facilitiesThe environment of the buildings in which wedeliver care has an important part to play and has adirect impact on the experience of our service users.The design, availability of space, access to naturallight, facilities and access to outside areas areall fundamental issues. Getting them right has adirect impact on how people feel about the careand treatment they are receiving. We have madesignificant progress this year in addressing key areaswhere our buildings haven’t been as good as wehave wanted them to be.Firshill Rise – services for people with alearning disability and challenging behaviourOur current facilities, the Assessment and TreatmentUnit, were inappropriate and very limiting. Despitethis the CQC recognised that we were providingexcellent care despite the poor facilities.Forest Lodge 4 Good 5 Excellent 4 GoodGrenoside Grange 5 Excellent 5 Excellent 5 ExcellentThe reviews are helpful in providing the Trust with external feedback about the environment in which weare providing our services. The review team involves people external to the Trust, including service usersand carers to gain their perspective and view about our facilities.121122
What do people tell us about their experiences?That national patient survey for mental health trusts suggests that the experience of our service userscompares well to other mental health trusts.Mental health surveyIssue – what did service users feeland experience regarding2010 Survey thatreported in 2011ScoreTop 10 of65 Trusts?2011 Survey thatreported in 2012Score outof 10Top 10 of60 Trusts?Their Health & Social Care workers 8.9 Yes 9 YesMedication 7.6 Yes 7.5 YesAccess to Talking Therapies 7.4 8.0 Yes – highestSupport from Care Co-ordinator 8.5 Yes 8.6Their Care Plan 7.0 7.3 YesCare Reviews 8.0 Yes 7.7Awareness about support options forCrisis Care6.5 5.9Day to day living 6.0 6.0 YesOverall view of care 7.2 Yes 7.2 YesOverall score 7.5Patient SurveyHow well did people who use our servicescomment on their experience of contactwith a health or social care worker?Lowest20%scoreYesJoint 2nd2010 Survey thatreported in 2011Top20%scoreOurscore7.5Lowestnationalscore8.2overallYesjoint 3rd2011 Survey thatreported in 2012Topnationalscore9.1overallOurscore9.0overallDid staff listen carefully to you? 8.6 8.9 9.3 8.2 9.3 9.1Did staff take your views into account? 8.3 8.7 8.9 7.9 9.0 8.9Did you have trust and confidence in them? 8.1 8.5 8.5 7.6 9.0 8.7Did they treat you with dignity and respect? 9.1 9.4 9.5 8.8 9.7 9.5Were you given enough time to discussyour condition?8.0 8.5 8.6 7.7 8.7 8.6The table opposite highlights our comparativeperformance on service user experience in respectof contact with our staff. Sheffield Health and SocialCare NHS FoundationTrust is proud of this positiveposition. We believe that this position is due to ourfocus on ensuring the individual client is the focus ofour care planning and review processes, supportedby clear information about their care, delivered bystaff with strong focus on service user engagementSheffield Health and Social Care NHS FT willcontinue to take actions to maintain this currentpositive position regarding the quality of ourservices. Our ongoing development programmes,such as the RESPECT programme, our QualityObjectives, and our focus on supporting individualteams to understand their own performance aresome of the key actions that will support this.Staff SurveyWhat percentage of staff would recommendthe trust as a provider of care to their familyor friendsThe above table highlights our comparativeperformance regarding the quality of our servicesfrom the perspective of our staff. Sheffield Healthand Social Care NHS Foundation Trust considers thispositive position is a result of our efforts to engagewith our staff and involve them in the plans anddecisions regarding how we move forward andfocus on improving the quality of our services.We place increasing emphasis on ensuring staff inteams are aware how we are performing, makingbest use of the information we have to support this.Sheffield Health and Social Care NHS FT intendsto continue with its programme of improving teamgovernance to improve further the involvement ofstaff in reviewing how we are doing and takingdecision locally about how to makefurther improvements.Working with the people who use our servicesto make the changes they want to seeWe engage with service users in a range of waysto understand their experiences and then use thatinformation to make improvements. The followingis provided to give an illustration of examples of this.Learning disabilities servicesConnections forum – Service users feedback theyfeel they belong more and are helping to improvetheir service. This involvement has given themgreater confidence in themselves.Autism – Through asking the client base what theyfelt was required in the brochure, the service wasable to create a brochure that clients feel wouldbe more useful to them.Lowest20%score2010 Survey thatreported in 2011Top20%scoreOurscoreLowestnationalscore2011 Survey thatreported in 2012TopnationalscoreOurscore3.30 3.56 3.6 3.36 3.68 3.63Average score 3.42 Average score 3.54Eating disordersSatisfaction has improved in four out the eightstandards since 2011. Survey feedback has led toservices looking at flexible appointments and howwe provide post discharge support.Mental health assertive outreach servicesSurvey feedback has highlighted we are gettingbetter at planning activities jointly with service users.Service users are feeling more involved.Community mental health teamsFeedback has led to improved access to informationregarding employment and vocational servicesaround Sheffield.123124
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ANNUAL REPORT AND ACCOUNTS2012 - 20
Page 6:
2.0 Directors’ Report2.1 Foundati
Page 9 and 10:
• The directorate manages beds fo
Page 11 and 12: • Changes in demand are starting
Page 13 and 14: 2.5 An overview of our arrangements
Page 15 and 16: This development is an important st
Page 17 and 18: 2.16.5 Sickness AbsenceThe Trust re
Page 19 and 20: 2.17.7. Key financial risks and cha
Page 21 and 22: SHSC Headquarters at Fulwood House3
Page 23: B) Pension benefitsAs Non-Executive
Page 26 and 27: Governors at the Annual Members mee
Page 28 and 29: Number ofseats2 YoungService user/C
Page 30 and 31: 6.0 MembershipFoundation Trust stat
Page 32 and 33: Service User artwork at Moncrieffe
Page 34 and 35: Name Position Term Number of meetin
Page 36 and 37: 7.3.4 Remuneration and Nominations
Page 38 and 39: Paul RobinsonACMA, CGMAExecutive Di
Page 40 and 41: 8.0 Staff SurveyThe Trust employs a
Page 42 and 43: Art therapy session on ward G1In ad
Page 44 and 45: 10.0 Sustainability ReportOur appro
Page 46 and 47: Part 2A: A review ofour priorities
Page 48 and 49: How did we do?We believe we are mak
Page 50 and 51: How did we do?We have made positive
Page 52 and 53: 101How do our structures help ensur
Page 54 and 55: Improving the management of Violenc
Page 56 and 57: National audit of psychological tre
Page 58 and 59: Part 3: Review of ourquality perfor
Page 60 and 61: Drug and alcohol servicesThe servic
Page 64 and 65: Memory servicesSurveys have led to
Page 66 and 67: It was harder for the Committee to
Page 68 and 69: This report, including the conclusi
Page 70 and 71: 13.0 Annual Governance Statement13.
Page 72 and 73: of the systems of internal control.
Page 74 and 75: • Reports from External Audit;•
Page 76 and 77: We are not required to assess, nor
Page 78 and 79: The Accounts of Sheffield Health an
Page 80 and 81: SUPPORTING NOTESTO THE ACCOUNTSNote
Page 82 and 83: Revaluation gains and lossesIncreas
Page 84 and 85: of all assets less the value of all
Page 86 and 87: 3.4 Operating income by type compri
Page 88 and 89: The aggregate of remuneration recei
Page 90 and 91: No assets were held under finance l
Page 92 and 93: 13. Cash and cash equivalents15. Tr
Page 94 and 95: A provision of £729,000 relates to
Page 96 and 97: The value of transactions with boar
Page 98 and 99: Actuarial gains and losses are reco
Page 100: 17.0 ContactsSheffield Health and S
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Item 8 - Sheffield Health and Social Care

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