The Royal Marsden NHS Foundation Trust

Patient and Carer Advisory Group

Thursday 11 June 2015, Committee Room, Sutton, 1200-1400

Present:

In attendance: Mike Burn (Digital Manager) and Craig Mortimer (Quality Officer)

Action 26/15 Welcome from the Chairman x welcomed members and staff to the meeting.

27/15 Notes of Monday 27 March 2015 for agreement Agreed.

Matters arising 28/15 18/15: Mulberry Tree restaurant closure x reported. The group will continue to look for alternative space for a restaurant. The meeting expressed its concern with the vending machines that have been placed in the Wallace Wing entrance taking space away from the waiting area. One of the vending machines will soon be removed by the rental company. x will keep PCAG informed LAG of the ongoing work to identify space for a new restaurant.

Agenda items 29/15 Effectiveness and way of working workshop part 2 – follow up The meeting was asked to consider a few of the elements identified at the March workshop which looked at the effectiveness of the way that PCAG works. 1. How to refresh the ‘buddy’ system. This system, where an experienced member supports a new member as they settle in, is important in making new members feel welcome and understand how the groups works a. One of the responsibilities of the experienced member should be to explain that most of the work of members is done through membership of Trust committees and projects. The new member will be told that all members are welcome to volunteer for committees or projects with members appointed randomly if more members volunteer than there are spaces b. New members should be supported when on a committee and it explained that regular reports are expected about the work of the committee c. The buddy should meet the new member to introduce themselves 2. Attracting new members a. Attend membership events b. Use RM Magazine c. Invite interested people to the next business meeting d. Use the buddy system to encourage new members to join Trust committees e. Develop a PCAG promotional banner 3. How can reporting back by members who sit on Trust committees and projects be encouraged a. Reiterated the requirement for a short briefing describing the member’s involvement on a Trust committee/project to be passed to Craig for circulation to the membership regularly. The report should be received at intervals dependent on the frequency and lifetime of the committee/project b. Perhaps it could be a role for the Deputy Chairmen to chase reports c. Have a standing item on each agenda to allow for the formulation of a group view when necessary on matters raised at Trust committees/projects. If a view is needed urgently then the issue can be taken to the Chairman for decision 4. Reintroduction of a videolink between Chelsea and Sutton a. Agreed to pilot videolinking for two meetings a year. There will be two Chelsea-Sutton videolinked meetings, one Sutton-only meeting, two Chelsea-only meetings and a Kingston-only meeting 5. How to address the perception that the group sometimes appears ‘club like’ to newer members a. Reports back from members on Trust committees to business meetings will show the work of the membership b. Ask new members what their areas of interest are Further suggestions were that listening skills training be made available for members and that cards be placed on the table during meetings reminding members of key meeting management points

30/15 PCAG terms of reference for agreement Deferred.

31/15 PCAG induction pack Deferred.

32/15 New Trust website Mike Burn, Digital Manager, presented the prototype version of the Trust’s new website to the meeting. The new website will load better, be easier to navigate and its content will be easier to understand. The development team have collected the views of patients and staff in designing the new website. The new website will be launched then constantly updated rather than undergoing redesigns after a period of years. It will be aimed at patients, GPs/professionals and private patients. The clinical-unit content will be rewritten first; it will be in concise clear English. Mike will respond to comment by the meeting about the difficulty to read a couple of headers which used light text on coloured background. Photography will be important throughout the website. The site will be reconfigured as required when identified through feedback of users. The menu is simplified with only 6 main categories. The phrase ‘Your cancer journey’ was not favoured and will be reconsidered. The new site is designed for on mobile phones.

The private care section will have a different look to the main part and will be capable of displaying information in Arabic.

PCAG information will be presented in a better way in the ‘Getting CM involved’ section. A small subgroup will be convened to begin thinking about the content.

33/15 Patient Advice and Liaison Service x and x briefed the meeting about themes identified from PALS comments including those received through the Friends and Family Test, Viewpoint and Listening Post. x and x meet quarterly with Anna Hudson, Patient Advice and Liaison Service Manager, to review all the comments received by the service. Clinical matters are not often featured in comments. The main issues involve customer service, facilities, communication, food and parking. More comments are received for the Chelsea site than Sutton with few for Community Services. x and x are still working on identifying subjects for projects. It was agreed to suggest to the Trust that it develop a package of information to explain that waiting areas are small and patients MJ should expect waits.

34/15 RM Magazine Deferred.

35/15 Review of patient experience surveys - are we over-surveying patients at The Royal Marsden? – PCAG project x reported. The project looking at whether the Trust is over- surveying patients is continuing with Sylvia Tan, Clinical Audit Officer, coordinating the review. At the Clinical Audit Committee, where the project is being overseen, staff are appreciative of the way that PCAG representatives help the committee function. Staff testimony may be a useful tool to encourage members to join committees and projects.

36/15 Patient Experience and Quality Accounts Committee Anita reported. This new committee has not yet launched.

Governors are welcome to observe PCAG meetings or join the group.

Any other business 37/15 None 38/15 Date of next meeting Tuesday 11 August 2015, 1830-2030, Board Room, Chelsea, videolinked to the Committee Room, Sutton