Quality Account 2017/18 Our Vision To deliver innovative, high quality specialist mental health services through compassion, collaboration and community. Our Mission In a beautiful setting, we promote and support the well-being of people affected by mental ill-health, working with them to nurture their unique potential so that they can have a life worth living. Care for the environment Honesty and Hope Integrity The Retreat Courage Peace Equality and Community Registered address: Heslington Road, York YO10 5BN Contact details: Main switchboard 01904 412551 Referrals 01904 420910 Safehaven fax 01904 430906 Email
[email protected] Website www.theretreatyork.org.uk Twitter @theretreatyork Facebook www.facebook.com/theretreatyork Contents Part One Statement on Quality from the Chief Executive and Statement of Assurance from the Board 4 Part Two Care Quality Commission (CQC) Inspection November 2017: Results 6 Priorities for Improvement 2018/19 7 Review of services / External accreditation 10 Participation in Clinical Audits 11 Commitment to Research as a driver for improving the quality of care and patient experience 12 Commissioning for Quality and Innovation (CQUIN) 14 Information Governance and Data Quality 15 Part Three Review of Quality performance 2017/18 17 Complaints Report, including patient safety incident data 22 Compliments Report 24 Patient and Carers Experience 25 Patient Friends and Family Test 27 Part Four Statement of Directors’ Responsibilities for the Quality Report 28 Statement from Healthwatch York 29 Statement from our NHS Commissioners 30 For ease of clarity, any reference to service user, patient or inpatient refers to an individual who is currently using our services at The Retreat York (this means The Retreat York, The Tuke Centre, the Autism and ADHD Service and The Retreat Living Ltd).