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Help us to improve

Help us to improve our services by giving us your feedback and getting involved in our consultations.


You can help us improve our services by getting involved and letting us know what you think.

If you'd like to share your opinions, you could:

  • Join us at a patient group - we have several patient groups for different services in the Trust, particularly in our inpatient services. Please ask a member of staff for more information. 
     
  • Become a member 

  • Submit your comments, concerns, compliments or complaints to our Customer Experience Team 
  • We also have a feedback form for more general comments about the website. If you'd like to be more actively involved by taking part in user testing, focus groups or surveys, just let us know your details via the form

 

Consultations give you the chance to help shape the way we provide our services in the future.   

What is a public consultation?

All NHS Trusts have a statutory duty to make arrangements for engaging and involving patients and the public in the planning and delivery of services, and in the development of proposals to change services. 

Whenever we plan on making changes to our services, you'll be invited to give your ideas and feedback.  

Where change is considered substantial we have an additional duty to formally consult with Health Overview and Scrutiny Committee’s (HOSC). Engagement, involvement and consultation are all formal processes designed to ensure your voice is heard and taken into account wherever possible.

Listening to your opinions about the care we provide is important to us, as it helps us shape our healthcare services to meet your needs.

What happens after feedback is given?

Once all feedback has been collected, your comments will then be reviewed, alongside those of others, and where ever possible taken fully into account.

When decisions have been agreed, we will  do our very best to ensure everyone is updated and told of the changes, and as different ways of providing a service are put into place, we will review and monitor them to make sure they are still meeting your needs.  

How long do consultations last?  

If formal consultation is required there is a recognised period of 12 weeks. However, sometimes if earlier engagement and involvement can show that the majority of people are in favourof the change and if it is supported by other key people, it is not always necessary to consult formally or a shortened period of consultation can be agreed with the HOSC. 

How to get involved  

We will always aim to advertise the fact we are looking at proposals to change services and we do this by talking to you face to face, talking to your carers, producing leaflets and other advertising methods. All these ways of bringing your attention to our proposals includes telling you how you can get involved.  

In most cases you can get involved by asking for a one to one meeting, asking for us to come to a group or meeting you've already planned, responding via our website, attending meetings in public that we will arrange, emailing us or telephoning us. 

We also try to make it as easy as possible for people to give written feedback and we provide a Freepost address for that purpose.

Freepost
RSCG-BGJX-SRRB
Engagement Office
Sterne 1-3
Tatchbury Mount
Calmore
SO40 2RZ

Our Experience, Involvement and Partnership Strategy details our commitment to working together with service users, patients, families and carers so that they have a say in their care and treatment, and helping us to understand how services can be improved.

As a Trust, we are committed to working together in partnership with the people we serve to ensure the services we provide are of high quality and are delivered in a comfortable, caring, compassionate and safe environment.

In this strategy you’ll find out what we, as a Trust, want to achieve and how we will do so via a set of clear and common sense objectives. These have been shaped by feedback from the people who use our services, their families, our governors and staff to ensure our approach to engagement is inclusive, collaborative, organised, positive and proactive.

Patient group

February 2018: Update following publication of the external report into how we involve families in investigations following a death

In October 2016, we published a report into how we involve families in investigations following the death of someone under our care. This was commissioned as part of our commitment to improve the way we conduct investigations following the death of an individual in contact with our services. Today we have published an update on our progress in carrying out the recommendations from this report. 

  • The Carers Charter, and an information sheet for families in contact with mental health services ‘Common Sense Confidentiality’ have been launched and are available in services. The Carers Charter is available as posters and as pocket sized leaflets. These explain to families and carers the type of involvement they can expect from services.

  • Work continues to discuss family involvement with staff, to raise their awareness of the poor experience of some families, and also to understand the barriers to engaging families for staff. This has taken the form of Learning Networks in Adult Mental Health Services. Families are now members of a working group looking at care planning in mental health services, and in learning disability services a carer is a member of the peer review team.  

  • Learning Disability services have been focusing on ensuring that carers know who to ask about having their own needs reviewed, if they needed to. Results to a regular carer survey showed the best three month return during this last calendar year, which demonstrates the work that teams have given to this question.

  • A review, last year, of the roles of staff involved in investigations following serious harm or death highlighted the need for further training for the Commissioning Manager role. An e-learning package has been developed to address this need.

  • We have produced guidance to staff, on sharing a final draft Investigation Report with families, if families wish to see the report at that time.

  • A thematic review of the role of Family Liaison Officer has been completed, and the next steps will be to take forward the recommendations.

  • Trust services are ensuring that Next of Kin and other relationships are recorded in the patient record, so that practitioners know who the important family members are.  Levels of recording continue to improve, and as at 16/2/18 were 85.6% for Physical health services (Integrated Service Division), 86.7% for the Integrated Service Division's Outpatient therapy services, 87.1% for Older People's Mental Health services, 85.5% for Learning Disability services and 78.8% for Adult Mental Health. The proportion increases as a patient’s next appointment comes around, giving an opportunity to check details with them.

  • We will continue to improve the way we involve families, building on work so far, and this is included in our plans for 2018/19. 

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