BARCHESTER HEALTHCARE’S INDEPENDENT HOSPITAL SERVICES

QUALITY ACCOUNT2015–2016

IntroductionBarchester Healthcare is pleased to report back on the 2015 to 2016 Quality Account from our independent hospital services, and to set new goalsfor 2016 to 2017. A Quality Account is a plan for improvement for our hospitalservices written with the help of patients, relatives and other regular visitors.The Department of Health asks us to produce this every year as a legal duty.

As the Chief Executive at Barchester Healthcare I want to make sure that wedeliver the very best quality care. Our independent hospitals’ Quality Accountfor 2014 to 2015 helped us to improve the services that we offer to patients in our hospitals. We met almost all the targets we set and we made progress on all of them.

We have selected four areas of improvement for the Quality Account for 2016 to 2017. We chose the targets after talking with patients, their families,our staff and other people who care about our services, like visiting doctors and nurses.

This year we want to make sure that patients and their families are moreinvolved in making decisions about their treatment. We want to listen to whatyou say and make sure we help you in exactly the way that you want.

This Quality Account has been reviewed by the Barchester Healthcare Boardin April 2016 to make sure it is honest and accurate.

I would like to thank everyone who has helped to write our Quality Account,particularly patients and their families.

Dr Pete Calveley

Chief Executive Officer, Barchester Healthcare

Reporting progress

I am Barchester’s Director of Quality and Clinical Governance. I report toBarchester Healthcare’s Board of Directors on the quality of our services andthe actions we take to make sure that our Quality Account helps us improvewhat we offer patients in our hospitals.

We also report on our progress to our commissioners, the people who payus to deliver services to patients.

The Care Quality Commission (often called CQC) inspects our hospitals regularlyand tells us if they think that we need to make changes. They also give eachhospital a rating, which can be found on their website. We display a copy of thelatest inspection report in all our hospitals and on our website for each of ourhospitals. Monitor is another independent organisation that checks on ourservices, making sure that patients are given high-quality care and that ourservices are good value for money.

We introduced a duty of candour policy for all Barchester Healthcare’s servicesin April 2015. That means that we promise to be open and honest if we thinkthat we did not help you as well as we should or if you have been involved inan accident that might be our fault. We also promise that we will learn lessons if we make mistakes and that we will try never to make the same mistake again.We always try to settle complaints with patients and relatives if we can but theCare Quality Commission can help you if you do not think we have solved aproblem as we should.

Barchester Healthcare has 7 independent hospitals, all helping people with mental health needs. They are:

Arbour LodgeArbour Lodge is an independent hospital in the village of Marple with 13 beds for men of 50 or over. It helps people with a wide variety of needs.

Billingham GrangeBillingham Grange is an independent hospital service in the North East with 100 beds for men and women and can look after younger adults living with dementia.

Castle LodgeCastle Lodge is an independent hospital within Castle Care Village on the outskirts of Hull. Castle Lodge has 15 beds (5 for women and 10 beds for men). It helps with a wide range of needs.

Forest HospitalForest Hospital is a newly built hospital in Mansfield.It has 50 beds for men and women and helps with avariety of needs.

HazeldeneHazeldene Independent Hospital is an independenthospital in South View in Cleveland. It has 15 bedsfor older men and women. It helps people living with dementia.

Jasmine CourtJasmine Court Hospital is a hospital in WalthamAbbey, Essex, with 15 beds for men and womenhelping with a wide range of needs.

Windermere HouseWindermere House is located in a busy area of Hull. It is an independent hospital for men with 41 beds in3 separate units. It helps people living with dementia,some people who need long-term care and those who want to move back into the community.

Managing our hospitalsLast year Sue Arnold became Divisional Director for all Barchester Healthcare’sindependent hospitals. She has a lot of experience of managing health and socialcare. She makes sure that our hospitals learn from one another and that they alldeliver good services.

We work closely with the NHS to deliver local services for people with mentalhealth needs. We want to provide a safe home where people make choices forthemselves and where people have a good quality of life. We will always try tohelp people to move away from our hospitals and back into the community ifwe can. We work with NHS doctors, nurses and therapists to make sure we offerpatients the best service we can. One of the reasons to write a Quality Accountis to make sure that our patients and the commissioners who pay us to provideservices can make sure we are improving.

This booklet explains how we worked on our promises for 2015 to 2016 andthe promises we want to work on over 2016 to 2017. We will report back topatients and families regularly on how well we are keeping those promises. I will also report our progress to our Board of Directors.

Trish Morris-Thompson

Director of Quality and Clinical GovernanceOn behalf of Barchester Healthcare

‘“We do feel that we are in charge;nobody tells us what to do.”Patient, Jasmine Court

Part one

What we did last year (2015 to 2016)

This part of the Quality Account for Barchester's independent hospitals reviews how we met our promises last year. Overall, we worked hard to meetthe targets we set ourselves. Last year we met more targets than ever before.We were better at deciding what actions we should take. The way we reportedon our work was clearer. We can do better still, however. We want QualityAccount meetings to become part of our everyday discussions with patients,with commissioners and with visiting medical staff. But we achieved almost allour goals for 2015 to 2016 our hospitals, so we made good progress.

Here is what we promised and what we did to meet our promise:

Our first promise for last year was to reduce mistakesin giving out pills and other medicines.

To do this we trained our staff and checked regularlythat they were able to manage giving out medicinessafely. We know we are now doing better but wewant to keep up this work in 2016 to 2017.

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Our second promise for last year was to make surethat everyone who wanted to be was seen by adoctor about their health. We wanted to agree howwe could help improve people’s health where we can.

To do this we asked everyone who was admitted to our hospitals if they would like to see a doctor. We agreed health plans with many people but somepeople did not want to take part. We want to keep up this work in 2016 to 2017.

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Our third promise for last year was to improve ourservices for patients and the way we check we aredoing the best we can for them.

To do this we began to use checks called ‘QualityFirst’, which Barchester Healthcare uses in carehomes. We are making changes to the checks so thatthey can be used in hospitals, too. We also trainedand assessed our staff to make sure that theyunderstand the Mental Health Act and that we treatour patients as it asks us to do. We want to keep upthis work in 2016 to 2017.

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Our fourth promise for last year was to make surethat we treat all patients fairly and equally,recognising any special needs they may have.

To do this we found a trainer who could train all ourstaff and check that what we do is fair. However,Barchester Healthcare provided a training course that it wanted staff to use. All our hospitals havecompleted the training. Our aims changed over theyear but we met important areas of this target.

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Our fifth promise for last year was to make sure that we give patients food and drink that helps them to be healthy and fit.

To do this we looked at Barchester Healthcare’s policyon food and drink. We wanted to make sure it helpsthe people we treat in our hospitals. We introduced itearly in the year and checked to make sure it washelping people. We met our target.

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‘“The management andstaff are wonderful andthey have sorted all ofthe concerns I had.”Patient, Jasmine Court

Our second priority for this year will be to make sure that everyone who wants to can see a doctorabout their health. We will agree plans for how wecan help improve people’s health with them.

This target carries on work we started last year. We want to make sure everyone who wants to is seenby a doctor. We will know we have met our target ifall our hospitals help all patients with this choice.

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Our third priority for this year will be to make surethat we do more to involve patients in all importantdecisions about their future and about the future oftheir hospital.

We want to help people take more control of theirlives and of how our hospitals offer help and support.We will ask people what changes and improvementsthey would like to see. We will use a survey form andtalk to people face-to-face.

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Part two

What we plan to do this year (2016 to 2017)

This part of the Quality Account for Barchester's independent hospitals sets out what we plan to do this year to improve our services. The targets for 2016to 2017 were agreed by our Board after we talked to patients, relatives andothers. They are also based on the Department of Health’s ‘No health withoutmental health’ initiative.

Our first priority for this year will be to improvethe planning we do with people who want to leave hospital.

To help people who want to leave we will look atwhat other hospitals do to help people and train ourstaff to offer the best possible help. We will workwith people to make sure that our plans are based on what they want to do. We will know we aresuccessful if patients, relatives and commissionerstell us that our discharge plans are excellent.

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Here are comments from some of patients in our hospitals and their relatives:

‘Words cannot express how wonderful you have been to [my relative]. You have all made him so happy and cared for him. You have made mefeel confident that he is loved so much, even when he is on his own.’ Arbour Lodge

‘I will miss you all as you’ve all become friends!’ Relative, Billingham Grange

‘I go out with staff all the time. It’s the best place ever.’ Patient, Billingham Grange

‘Your endless care and compassion is breathtaking. We know mum is in good hands... which brings great comfort to us.’ Relative, Billingham Grange

‘Your care, love and compassion is outstanding.’ Relative, Hazeldene

‘The staff are all wonderful. They show particular love and attentionand nothing is ever too much trouble.’ Relative, Hazeldene

‘Care and compassion is a top priority from all the staff.’ Relative, Hazeldene

‘You can’t fault the staff, they go the extra mile.’ Relative, Windermere

‘I am impressed by the way they provide holistic care with goodall round meeting of needs.’ Visiting health professional, Jasmine Court

‘They respect my relative’s choices, despite the communication difficulties. We are fully involved in planning and reviewing the care.’ Relative, Jasmine Court

‘I have been baking today.’ Patient, Castle Lodge

‘They (the staff) are very nice and kind.’ Patient, Castle Lodge

Barchester Healthcare would like to thank everyone who has helped to write this Quality Account.

Our fourth priority for this year will be to make surethat our records and our plans for patients are thesame in all our hospitals, and that they are the bestavailable. We believe this will help us improve thecare and support we provide to people.

We think that if we have clear, simple paperwork itwill make it easier to discuss what people want toachieve and to find the best way to help.

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