mystery shoppers & supper with consultants
DESCRIPTION
Presentation by Karen Hussey and Dr Joshua Westbury of SEPT at the UCLPartners Quality Forum, hosted by SEPT, on 14 June 2013.TRANSCRIPT
• Mystery Shoppers
• Customer care telephone calls
• Surveys and comment cards
• Patient stories
• Take it to the Top
• Friends and Family Test
• Face-to-face listening meetings with patients, staff and carers
• Annual planning events with local stakeholders
• Supper with consultants
Some ways we listen to people
Mystery Shopper initiative
By Karen Hussey
Associate Director of Engagement
Introduction • Underpins the way we work
• Strengthened by the Francis report and the constitution review
‘PUTTING THE PATIENT FIRST’
Listening to patients and their carers
has always been crucial to our aim to
provide top quality care
Six years of SEPT’s Mystery Shoppers - still going strong!
Launched in south Essex mental health services in 2007
Launched in Bedfordshire and Luton mental health services in 2010
Launched in south east Essex, Bedfordshire and Luton Community Health Services in 2012/13
Captures ‘real time’ feedback’
Uses face-to-face contact and telephone contact with SEPT staff
Mystery Shoppers report their experience using questionnaires or by talking to our Patient Experience Team
SEPT currently has 416 Mystery Shoppers
Our Mystery Shopper Initiative
Patient, carer and public engagement events
Take it to the Top meetings with Chair and Chief Executive
Outpatient clinics
Ward meetings
Foundation Trust Members’ meetings
Leaflets and posters
SEPT website
Who are our Mystery Shoppers? Real service users and carers recruited at:
What are they looking for?
Question Yes NO
Were you seen at the appointment time?
Were you informed that there would be a delay?
Were you given a reason for the delay?
Were you given an apology for the delay?
Did the clinical staff introduce themselves?
Were you treated with dignity and respect?
Were you given a copy of your care plan?
Question Yes No
Was your telephone call answered?
Were you asked to leave a message?
How long after did staff return your call?
In your view was this time acceptable?
Did you get the help or assistance you needed?
What are they looking for?
Sharing and learning are key to
making continuous improvements
Managers were asked Yes No N/A
Have you given mystery shopper feedback to your staff?
Have you shared general information from mystery shopper feedback with the wider team?
If mystery Shopper feedback indicated that staff needed to review their practice, have you monitored this?
Mystery Shopper Staff Audit
Staff were asked Yes No N/A
Have you received Mystery Shopper feedback from your line manager?
Please tell us what you thought about this
Did the feedback lead you to make any changes to your practice? Comment Examples: on reflection even though feedback was good it still acts as a reminder about importance of good standards It is good to receive feedback positive and negative to enhance development
Has your manager given you feedback on any changes in your practice?
Mystery Shopper Staff Audit
Listening is not enough, acting on
patient experience is essential
Don’t just take my word for it – see for yourselves how it works in real life!
We believe patients must come first
and care must be delivered by caring,
committed and compassionate staff
Thank You
With thanks to Milind Karale, Kay Sookun,
Mel Conway and Samuel Fuller
SEPT
Supper With
Consultants Dr. Joshua Westbury
Consultant Child and Adolescent Psychiatrist
Introduction
Who?
Why
?
Where?
How
?
Why?
Patient Revolution
NICE
Standards NHS
Constitution
Supper with Consultants
Why? Supper with Consultants helps :
• to build trust and confidence in the service
• to improve communication
• share information
• to keep Executive Team and Clinicians in
touch with ‘what it’s really like’
• patients and carers to shape the services
that they use
how it works
the SEPT way!
• Annual event (1 in Essex and Bedford)
• Informal discussion patients, consultants
and Chief Executive whilst having supper
• Ideas, issues and what’s working well is
captured
• Consultants take away actions as agreed
with Chief Executive
How?
• external venue
• 3 tables of 8
• 1 Rep from each table summarises
discussion
• 1 person feeds back to whole group
Issues raised
What’s working well
Ideas for improvement
what do staff do with feedback
small changes BIG impact
• changes made to the SEPT website
• information leaflet designed for patients about local
support services
• new information cards with details of choice and
medication website
• improvements made to waiting areas
• improvements with communicating delayed
appointment times and giving apologies
• consultants more aware of what matters to patients
• patients more aware of constraints that Doctors work
to (eg 6 month rotation)
Quotes From service users
• ‘excellent Event – very informative and I now
have much better understanding as to why I see
a different Doctor at appointments’
• ‘would be a good idea to do this with GPs’
• ‘SEPT are listening’
• ‘good idea to have a needs based service
instead of age defined services’
• ‘doctors are human and want to do a good job’
• ‘feel much more confident in talking with Dr’
Any questions?
Thank You