SPECIAL ANNUAL REPORT EDITION OURVOICE
AWP moviesat the How film is helping us reach out to others
PLUS: Making the new website
East meets West
Why mediation matters
Inside view of the Trust
and more! welcome eventsFT members’ FOR 2012
At AWP we are committed to continually increase the number of opportunities we offer our FT members to engage with us and one of the ways we do that is through our quarterly FT members’ events which are being held all around the Trust’s area.
The first FT members’ event took place in November 2011 at Callington Road Hospital in Bristol, followed by an equally successful event at Green Lane Hospital in Devizes early March 2012. Our aim is to make these events enjoyable and informative. The programme normally includes service user/carer speakers, active workshops, an overview of any Trust wide projects or seminars about specific mental health topics. In addition there are a few information stalls representing different aspects of AWP’s work and there is always the opportunity to speak with AWP staff members on the day as well.
Future FT members’ events are planned as follows:
Friday 31 August – Weston super Mare, Coast Resource Centre Friday 23 November – Swindon, The Pilgrim Centre
Every AWP FT member will automatically receive an invitation to these events – so, if you are not yet a member why not sign up at www.awp.nhs.uk/membership.
Come and visit our new home! AWP has a brand new web site and we’d love you to drop in and see us. www.awp.nhs.uk
2 Enabling people to reach their potential. welcome A packed program... contents
We must apologise to the residents in the area of 4 A different perspective Ourvoice HQ recently. We’re very sorry for the noise of typing long into the night, and the lights burning 6 From the inside out brightly from our office windows, the sound of the kettle almost constantly whistling as it boils at all 7 How well do you know..? hours… The truth is, we’ve been grappling with a Bex Aspinall mammoth issue this time around: 24 packed pages! 8 Talking loud and clear As you will have seen on the cover, this is our Annual 9 East meets West Report Special, a mix of your Ourvoice favourites and some exclusive interviews and features. You can still 10 Mission: possible read our full Report on our new website at www.awp.nhs.uk but here we’re doing things a 11 Managing our finances little differently. For instance, we have an exclusive interview with our Chair, Tony Gallagher. Tony gives 12 Over the counter us a very honest view of what the Trust does right and what it could do better. Look out for the little coloured 12 Bridge over troubled water AR icon at the top of pages as these show you that you’re reading something that relates to our Annual 14 First rule of film club Report on the web. 15 World book night And movies! Why are we talking about movies on the 16 Journey of a thousand miles cover? Simply, we discovered that a lot of projects are now using film as a way of getting messages across. 17 How well do you know..? For instance, AWP has teamed up with prisoners in a Craig Murray Young Offenders Institute to produce a DVD; we send you off with a box of popcorn to Callington Road’s 18 The long and winding web very own Film Club and there’s even a closer look at how our new web site is using video. Bit of a change 19 Luke’s story from the old site! 20 Emotional rescue Plus there’s East meets West as a Japanese professor goes on a tour of the Trust; the Pharmacy team 21 Making changes revealed; and what to do if you just can’t see eye to eye with a colleague! And there’s still more. 22 Engagement events
At last our neighbours will get a good night’s sleep… 24 The achievers Simon Simon Gerard, Editor
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A different PERSPECTIVE Stepping into the role of Chair is no easy task, so how is Tony Gallagher dealing with the big change? Ourvoice finds out...
Following some big changes in the management of AWP during April and May this year, Tony Gallagher found himself moving from being a long-standing Non-Executive Director on the Board to the Chair of the Trust. After some delicate diary manipulation, Ourvoice found itself face to face with the man himself.
The big issue is how much he is willing to say about some of the problems AWP has faced and what his plans are for the future...
Ourvoice: Let’s talk a little about the year we’ve had. You’ve been on the Board during a fairly difficult time for the Trust so what’s your view looking back on these last 12 months? Tony meets colleagues around the Trust
Tony Gallagher: I’d like to put it into a broader perspective actually. I’ve been a non-exec on the Board for four years Also you could argue that we’ve been too insular and and Chair of the Audit Committee for two, so I’ve seen a lot looking at our achievements in isolation. If the benchmark of transition. we need to reach is six-foot high let’s not get complacent and think that’s good enough. I promise you, that We went from being a regional organisation to a business- benchmark will keep getting higher so we have to be unit based one; from a financially challenged organisation prepared for that bar being raised all the time. to a financially sound one, but I think the amount of change Some of this is being addressed in the we saw and the amount of planning that needed doing service-level reorganisation we’re going was exhaustive. Overall, the results that we’ve seen of those through at the moment – and I know efforts have been patchy in places but with areas of good, if that’s causing a lot of people a great not excellent, practice. So ‘mixed’ is the answer! deal of concern and angst – but this is going to get us to a place where we We’ve seen some good progress in some areas and teams give all of our service users and carers a but there are others that fall short of the quality that a far better experience. service user in the community should expect from us. I appreciate there’s been an awful lot of commitment shown On top of that, we need to get to the from a great many staff but I guess not everyone in the place of stability that our employees organisation has recognised where we need to be... desperately want. It’s a balance, especially when you bring in the OV: Why not though? added element of satisfying our PCTs, GP consortia and everyone TG: Well, we’re a big organisation, geographically and else… service dispersed. We are in a complex environment, so we’ve probably not given our people the level of OV: So what do we need to do to information in relation to where we aspire to be and the get closer to this balance? benchmarks needed to get us there. TG: We need to simplify in order
4 Enabling people to reach their potential. feature
to allow all of our staff the space to think about service to consistently engaging with our service users too. We’ve users and carers, in order to offer them the best service we had points of reference but perhaps not been as inclusive as can, rather than talking in terms of ‘service-level redesign’ we should have been. Great work with NSUNS and SUNS to or business-units or whatever. That has to be our priority. name just two but they are only a fraction of the people we have to talk with. For example, ward managers need to be The second thing we’ve probably missed in the last year is listened to because they have the day to day experience of getting our clinical staff consistently involved in redesign so our service users. that they fully own the service. Otherwise it just looks like a bureaucratic, management thing which it isn’t. We’re here Obviously there are certain things we have to be careful to serve our service users and carers not to further a set of talking about from a commercial point of view but in management targets. We should look at the experience of everything else I’d go for more openness. And we have to people coming into our services and help them recover. be less Jenner House-centric than we are now, so that will mean moving Board meetings out and about for instance. OV: But this is all against a backdrop that can’t be ignored, isn’t it? The national changes affecting the NHS; the issues Sometimes you only change an organisation if you change of budgets and funding... some people so we have a window of opportunity here to break away from any old perception people had of us. TG: It’s interesting because people forget that the NHS always faces issues around budgets and funding! The point OV: The perception is that the Board is changing too, is, whatever the external pressures are, we strive to provide certainly when it comes to hearing about service excellence the best possible services. I’m first-hand from staff. You now have not saying we don’t consider teams giving presentations and that national backdrop but it’s “But there’s a step further we talks at each Board meeting, not where our focus is. need to go. I think we need to don’t you? OV: Let’s turn our attention to move from looking for assurances TG: We do and that’s been really what has become a very long about quality to looking for useful because it’s given us the journey towards Foundation evidence and outcomes.” chance to listen to people’s stories Trust (FT) status. and to meet them. We’ve had some great presentations from teams TG: I think given the services we provide, there’s no reason and individuals that have been quite remarkable. Diverse why this organisation can’t be a viable FT. Absolutely none. subjects such as Aspergers improvements and changes to There are bigger organisations than us that survive and the way handovers are carried out... Impressive work. When prosper so why couldn’t we? No reason. The new NHS South a team brings a service user or carer with them it brings structure recognises that we’re viable. home what a difference our staff and services are making.
I think perhaps we’ve become obsessed by the mechanics of But there’s a step further we need to go. I think we need to reaching FT status. If you consistently do the right things, move from looking for assurances about quality to looking maintain financial stability, get the right level of clinical for evidence and outcomes. Over the coming months you’ll engagement and service quality then the door to FT will start to see the evidence coming through and this can only open for you! Don’t obsess about the mechanics; obsess be done by better engagement and more trust in our staff. about the quality of service you provide. That’s the real journey. Reaching FT is not an end point but a mark of OV: And I’m sure this will be welcomed, but all of it relies quality that we should be working towards anyway. on taking the staff with you and that needs morale to be better. We’ve had some depressing messages coming OV: There’s a sense that AWP is also entering a new era through via the staff surveys that suggests morale is not of being open, more engaged, more honest. Is that how good at all. How are you – the Board - able to influence you see it? improvements in that area?
TG: We haven’t been successful enough in some TG: We have seen some poor survey results and, as a Board, areas. Relationship management, by which I we’ve been very concerned about that. I mean, the fact that mean how we communicate with PCTs, SHAs, some staff have said they wouldn’t recommend someone CCGs, GPs etc, where we’ve been insular to work for this Trust? That’s a serious indictment. The and defensive when we should be open management team are looking at ways to address that but and inclusive. I think we’ve got to go out some of it is just about how we behave as managers. What and engage with those groups. It’s very do we need to do to change? Listening is really key. difficult to engage if you don’t listen. We need to get the executive and non- Our staff are committed and skilled. What we hear is that executive team to get out there more. they want to know what is expected of them and how well they’re doing. That really doesn’t seem too much to ask. We’ve been lacking when it comes
Empowering people to live fulfilling lives. 5 regulars FROM THEINSIDE UT Young offenders are reaching out to help others thanks to the bright idea of an AWP colleague.
Early in 2011, an Ourspace ad asking Finish by half six? No alcohol for a enthusiasm of young offenders from for innovative ideas set in motion DVD launch?! If this seems a little HMP Portland, plans were made to a chain of events which could help strange, it’s worth noting that the produce a DVD. It would be planned, change the lives of people leaving three people we mentioned are scripted, story-boarded, filmed and prison. prisoners at nearby HMP Portland in edited by the prisoners and with the Weymouth. And this is the story of support and technical assistance of how they made a big difference… media students at Weymouth.
Counselling and Through Care Team Although the story they tell is (CARAT) manager Charlotte Richards fictional, the scenario is very familiar had been told by the young offenders to a large number that the drug and alcohol information of prisoners due available to them was - to be polite for release. - irrelevant. “It all seemed a little The DVD old-fashioned and aimed at addicts,” follows she says. Spring 2012: A group of people sit in the April sunshine and discuss how “This younger set of offenders didn’t best to organise a launch event for a need information about hardcore new DVD. Events such as this are never addiction; they wanted help mainly easy to plan as everyone has different to avoid the temptations of alcohol, ideas on venue, catering, who to cannabis and other ‘recreational’ invite... This particular launch is made drugs.” just that little bit more difficult as three of the people involved have less Although Charlotte originally wanted freedom than the rest. funding from AWP’s ‘Dragons Den’ style group to fund new training “Can we host it at the College materials, the suggestion came back [Weymouth]?” Maybe, but we’ll have from the group ‘why not make your to finish by half six at the latest. own?’ “It was a challenge too good to turn down,” Charlotte recalls. “Food and drink for the attendees?” Food is ok but definitely no alcohol! With funding from AWP and from The Prince’s Trust, and with the
6 Enabling people to reach their potential. features
a young man – played by Brett – as he “A member of staff realised that there prepares to leave prison. He knows was a serious gap and found a way to there will be temptations on the do something about it. That is exactly outside, from friends encouraging what we are trying to encourage.” him to join them on a night out to the party planned by his girlfriend, but May 2012 and the launch event he tries to resist. The freedom goes arrives. Held at Weymouth college, to his head and he soon finds himself the three young men are joined by drinking and taking drugs. more of their friends from Portland, along with Alex – media and film As well as the story, the DVD hears student at Weymouth and trusted from people whose lives have been guide to the project – and the great changed through their involvement and the good from AWP, the Prison How well with low-level drug and alcohol Service and the local community. .? abuse. Some got control of it and do you know.. moved on. Some didn’t and use this The film is a success and the three opportunity to advise the young men have a great deal to be proud of. prisoners. There are already whispers that their Bex Aspinall work might get picked up and used By Beck Marsh For Brett, this project was about nationally. knowledge and getting things right. “We’ve been able to make a But once all the fuss of the launch is What is their favourite difference,” he says. “The other films over, it’s left to Ryan to sum it all up: sandwich filling? and information didn’t really apply “I’m just glad we had the freedom to Bex gets a Graze selection box to us. But this has also it’s let me do what we thought was right. But delivered every week, but there’s learn new skills about computers what’s important is this DVD actually only so many sunflower seeds a girl and cameras.” works for the audience it needs to can eat. By Wednesday, she’s usually reach.” nose deep in a family-sized bag of Haikeem, who chose to work mainly Doritos. behind the camera, feels that what matters was simply being heard and respected: “It was good to be listened What makes them good to appropriately because it meant we at their job? clearly knew what we were talking She’s efficient, friendly, loyal and about. It doesn’t always feel that way competent beyond her grade. She when you’re inside.” can keep a confidence and be discreet whilst still indulging in a bit of gossip For AWP’s Head of Innovation (and sharing the Doritos). Rachel Clark, this is “classic NHS innovation”, born as What makes them good much out of frustration at being human? as committment. Evolution.
What is their most annoying habit? Looking consistently gorgeous despite little sleep, stress, and a high-carb diet!
7 features TALKING LOUD AND CLEAR A team that spends a lot of time listening gets chance to talk...
Have you ever felt so strongly about something that you decided enough was enough and you were going to pick up the phone and complain? More and more of us do just that each year. Mostly it’s to complain about waiting in for a delivery that never arrived, poor service in a restaurant, a holiday that wasn’t quite as advertised... What about something that really matters, like your health? Laura, Duncan and Jo For the Patient Advice and Liaison Service - or just PALS as they’re better Practice manager and the times I really easier to get answers to the person on known - most days are spent on the enjoyed the job were when things the other end of the phone. other end of that phone call; listening, needed solving.” she says. advising, making a difference. For this “I don’t know if we can say that special edition of Ourvoice, we wanted “I realise how weird that sounds but alone will reduce the number of the team to give us their honest views it meant you could put things right. complaints but we should start to see on what people are telling them That’s the challenge and the reward. an improved level of complaints being about us. With PALS, you’re also doing what dealt with to the satisfaction of the you can to stop it becoming a formal people that make them.” During a rare quiet moment, three complaint.” of the team - PALS and Complaints What are the kind of things that Manager Jo Davis and PALS officers In the last ‘business year’, the figure people complain about? “Well first it’s Laura Featherstone and Duncan for complaints is 304, which is very worth pointing out that not every call Garnder - pondered why they spend slightly down on the previous year. or letter we get is a complaint,” much of their time listening to people Additionally, there have been 746 says Jo. complain. “I came into it because I items of praise received. Overall, there wanted a part-time job with variety have been 2570 ‘issues’ for PALS to “We often get suggestions or small that linked in to supporting people in deal with, of which 1724 have been things that people point as being some way,” says Laura. classed as ‘cases’. more difficult than they could be. Obviously every comment is treated “Once I’d found my feet I realised just Since last year, a lot has changed in seriously but not every one of them how much influence simply listening the world of complaints as that team goes on to be a formal complaint. to people can have on their lives. From moved in with the PALS team. Has that, giving them the right advice can that helped to stop an issue becoming “Above all, people that complain really really benefit them.” a complaint? According to Jo, it’s want to be listened to and, given the made a huge difference. “It has really services we provide, it seems the least Jo’s take on the role is slightly improved the speed that problems can we should do.” different: “I used to work as a GP be addressed, making it quicker and
8 Enabling people to reach their potential. features East Westmeets A visiting Japanese professor has been finding out how mental health care is managed in AWP. What can we learn from each other? a lot and they have many medical staff. We don’t have Ourvoice meets her to find out… many community mental health services which care for the patients after they are discharged from the big hospitals.” “It’s my birthday today,” Professor Aki Tsunoda says as she poses for a picture in the grounds of Callington Road. Some hospitals are now starting to change their model Ourvoice offers congratulations and a cake bar. It pays to from inpatient care to community care but, without the be prepared. background and experience, they need professionals such as Professor Tsunoda to advise them. Aki has celebrated her birthday so far by talking to her husband via Skype, and continuing her tour of AWP sites Aki accepts that it is something of a cultural shift and it and teams. She is now a couple of weeks into her month- will not be an easy change for many to make: “The nurses long tour, arranged by Norman Atkinson of the Early at these hospitals have worked with hospital based system Interventions team. The obvious question is: why has she for a long time so it’s hard for them to adjust to the new come to visit us? methods and skills.
“Here, I was surprised to see the high quality of care that “I sometimes teach nurses who are starting to work in nurses and other specialists can give to patients, and how community psychiatric medicine, so when I return I’ll try to the focus is on community-based care rather than hospital share ideas about strategy and recovery with them. Also, I stays. So I am visiting to learn how your system works.” want to tell the nurses and staff in the large hospitals about the benefits of community care. In her PhD thesis, Aki wrote about home-visiting for schizophrenia in Japan. She read many articles which “But even in the busy hospitals, staff have a passion to care were published in England and began to see the for people. They are always thinking what is better for the differences between the Japanese and British systems of patient with good communication among staffs. Often, care. Treatments such as Early Intervention and CBT in a they have no chance to know about new methods that are community setting are rare. Aki made contact with Norman being used in other countries so they do everything they and he invited her to visit. can to help the patients they are looking after.”
During a meeting early that day, Aki had been explaining When I ask what are the main memories of her visit that she that mental health care in Japan was mainly provided by will look back on, Aki doesn’t talk about policies or practice; the private, rather than public sector. “In Japan, we have to she talks about people. The staff she has met and spent pay for medication and we have many private companies time with here, Norman Atkinson and the Early Intervention offering healthcare. Our country has the highest rate of team for their help and kindness... and the stories of service Psychiatric care bed per population in Organisation for users heard during an event she attended a few days before Economic Co-operation and Development (OCED) countries we meet. “I was moved,” she says quietly. and the Ministry of Health, Labour and Welfare wants to reduce the amount of beds. Part of the evidence for this “I heard the stories of Mandy and Sally, about their came in a major project started in 2004 called ‘Visions in experiences and life and recovery and it moved me. I Reform of Mental Health and Medical Welfare’. thought we Japanese staff needed to hear these things from patients and carers. Sometimes perhaps, we don’t But it is hard for the big hospitals to change drastically hear enough from families about how their loved ones are from hospital care to community care because it costs looked after. This is something which will stay with me.”
Empowering people to live fulfilling lives. 9 features
MISSION: POSSIBLE Having stepped into the role of Acting Chief Executive earlier this year, Paul Miller is a man with a plan.
For those of you old enough to Before we sat down to talk, we remember the original TV series of asked Paul if he’d pick out a few Mission: Impossible, you’ll recall a impressive pieces of work from the tape recorder told hero Jim Phelps the past 12 months to discuss. When we adventure to come and then stated: arrive, those “few pieces of work” “Your mission – should you choose have become enough ideas to fill a to accept it – is…” Paul Miller has 100-page edition of Ourvoice. “It’s accepted his mission and is keen to too difficult to just pick a few,” he carry it out. protests. Time for Plan B…
“There’s one big mission and a lot of We picked out as many examples “There’ssmaller, one related big ones!” mission and a as we could, completely at random, lot of smaller, related ones!” from media releases, Ourspace and the Making a Difference Hall of Fame, he tells Ourvoice. then asked Paul to comment on each. So, here goes: “The main goal – always – is making sure we are providing a consistently • Our educational provision for excellent service for those who need GP trainees was praised by the our support. You’ve already heard Severn Deanery who awarded us Tony [Gallagher – see pages 4 and 5] a ‘A’ grading for “offering a truly say it and that’s the view of everyone outstanding training experience for in AWP. our trainees” • Nurse Tori Mitchell was recognised “But how we do that, the way we for her role as a mentor to student engage with people and the projects placements, winning in the category we work on are the additional of Best Practice in Support of missions. These will provide us Nursing Standards with the opportunities to build Paul’s view: “Both excellent pieces relationships, branch out in what of news. This proves that we are we do and continue to innovate. We starting new staff off on their know that we have lots of reasons to careers in mental health with the be proud of our work so it’s time to best possible support. Fundamental get that message out loud and clear.” but massively important.”
Paul’s approach to the role is simple: • A Peer Review of our medium- get on with the job, do it properly secure unit Fromeside rated it a truly and enjoy it. He is also keen on being outstanding 96%. This score was open with staff, service users and backed up by comments stating how stakeholders about what we do right impressed the review body was with and what we can improve: “If this the dedication of staff means I’m inundated with good ideas Paul’s view: “I remember casually from people then so much the better,” asking what prevented us from he says. “What we do from now on is getting 100% and discovered that it a genuine team effort.” was a technical impossibility!” 10 Enabling people to reach their potential. features
Local Authority AWP Income 2011/12 income
MANAGINGLocal Authority AWP Income 2011/12 income 1 Local Authority AWP Income 2011/12 3 4Local Authority5 2 OURAWP Income FINANCES 2011/122 income income 1 3 6 4 1 Where3 the4 money5 comes from 2 2 1 1 4 4 1 3 5 2 3 5 2 2 3 2 • The Adult Community SBU 6 4 1 3 1 completed a successful seven team 3 6 4 pilot project to6 further embed the 4 principles of the Recovery Star tool across the Trust. The Recovery Star creates a framework for collaborative care planning, taking into account the views and wishes of staff, carers, families and service users themselves Income 2011/12 Local authority Paul’s view: “Recovery is what we Income 2011/12 aim to achieve for everyone using 1. PCTs 82% our services. The Recovery Star helps 2. Local auths 13% 1. Swindon 60% 3. Non NHS other 1% Primary Care us to engage with the people that 2. Wilts 8% Trust income matter to reach that goal. I can’t 4. Other Income 4% 3. South Glos 3% stress the importance of this project 4. North Somerset 3% enough.” How5. Bristol the City 20% Primary Care money6. Banes is spent 6% • The latest set of Patient Environment Trust income 4 Primary Care Primary CareAction Teams (PEAT) survey results 5 Trust income How the Trust incomeshowed that standards in food, 3 Where the money money is spent environment and privacy and dignity is spent How the in AWP hospitals and units continue 4 How the2 3 4 5 money is spent 2 to meet a good - and in many cases, 5 1 money is spent 6 1 3 4 7 4 excellent - standard. 45 of our wards 8 and units were assessed this year, 5 9 5 3 10 2 3 3 with these latest results showing 17 4 5 2 11 1 6 improved ratings, a year on year rise 1 7 2 3 2 3 8 4 5 in standards. 2 4 5 9 1 6 2 Paul’s view: “Again, this is hugely 1 6 1 10 7 1 7 8 important for recovery. A clean and 8 11 9 pleasant environment seems basic 9 10 10 11 but it takes a lot to get it right. It 11 also shatters the myth of hospital PCT Income 2011/12* Operating expenditure food being terrible! 2011/12 1. Banes 9% 2. Bristol 46% • The AWP magazine Ourvoice has 1. Staff costs 76% 3. North Somerset 11% continued to help us spread good 2. Services from all NHS 1% 4. South Glos 12% news about the Trust and some of 3. Clinical supplies 5% 5. Wiltshire 22% the big stories of the past year can 4. General supplies 2% be viewed through the back issues 5. Consultancy 1% *Note: Much of Swindon PCT income (circa available on our web site. 6. Establishment 3% £15.8m) is incorporated into the Swindon Paul’s view: “That’s a shameless 7. Transport 1% Borough Council (local authority analysis) plug but I’ll allow it on the grounds 8. Premises 5% below rather than being shown as PCT income 9. Depreciation 3% that Ourvoice, the new web site, (PCT income analysis) as funding is provided media releases etc allow us to raise 10. Research 1% through joint commissioning arrangements 11. Other aggregated 2% the profile of our staff and the high with Swindon Primary Care Trust. quality of our services.
Full annual accounts: www.awp.nhs.co.uk
Empowering people to live fulfilling lives. 11 features
Now similar roles exist Making sure patients receive the nationwide and AWP’s medication they need is down to own pharmacy staffing has pharmacy technicians like Marie Hack, Over the increased substantially. The fondly described by her colleagues pharmacists and pharmacy as a ‘logistical whiz’. “As a technician technicians are all managed I make sure patients have the right by the Chief Pharmacist medication on admission and ensure Counter Bina Mistry, who has overall this matches what they’re supposed to responsibility for medicines be taking,” she says.
Her supportive role continues after Melanie Vincent meets the pharmacy patients have been discharged, helping them to find their local team and uncovers a few secrets… pharmacy, setting up repeat prescriptions, and making them feel confident to manage their medication.
Getting to know service users also means sharing more difficult times with them.
“It’s sometimes difficult to distance yourself emotionally from your patients’ experiences,” says Terri. “When someone you’ve worked with for a long time suffers a relapse, or when you’re working with someone with dementia, for example, and you see a progressive decline over time, it can be hard.”
However, the greatest challenge I admit I had some pre-conceived ideas usage in AWP. The team is set to the team faces is balancing all the about the role of pharmacists within expand even more later in the year competing demands on their time. AWP, so when I was told by members when pharmacy services in Bristol Much of their work is done behind of the team ‘No, no, we don’t count and North Somerset – currently the scenes. They take part in the pills!” I was a little surprised, and it contracted out to the acute trusts – Medicines Management Group, set left me wondering “well, what do move in-house. up to consider new applications, you do?” policies and procedures relating to Terri’s colleague Sarah Jones, also a medicines; they run the Medicines The answer, I learned, is a lot, and Clinical Pharmacist, adds: “We also Information service, providing seems to cover almost everything support and train junior doctors in information on the medications that to do with medicines apart from choosing medications and preparing are available and their suitability; dispensing them. prescriptions, and give talks to carers and have been involved in the move and support workers.” towards electronic prescribing which Clinical Pharmacist Theresa ‘Terri’ will improve patient safety and make Turner explains what a typical day “There is a huge appetite for these it easier to monitor what’s being can involve: “We go to the ward, talk talks, and we’re frequently told how prescribed and where, and the to the medics, nurses and inpatients, much they appreciate talking to a non- costs involved. and look at the medicines that have prescriber as they get a slightly more been prescribed to make sure things independent view of things.” “The temptation for most of us would like drug interactions have been taken be to be doing more front line work, into account; in essence we perform a “We often receive similar feedback but we recognise that what goes on clinical double check.” from service users,” she adds. “We behind the scenes is also important in talk to them about the choices they keeping our service users safe,” Terri is the original member of the have and sometimes we are able to says Sarah. pharmacy team and when she joined facilitate a change of treatment which in 2005, her role as a non-dispensing can be very rewarding, especially “The role can be a real juggling act pharmacist working within an NHS when they end up with a medicine but that’s all part of the challenge!”. trust was ground-breaking; hers, that they are happy with and find she says, was the first of its kind in more tolerable.” the country. Photo (l to r): Terri, Marie, Sarah 12 Enabling people to reach their potential. features BRIDGE OVER TROUBLED WATER When a work relationship starts to get rocky, it’s reassuring to know that there’s a way to help calm things down through mediation.
Hands up anyone that has always had perfect working relationships with all of their colleagues. That means you never found them irritating, thought the odd remark or joke was tasteless. Anyone?
It’s a fact of life that there’s going to be a little friction in “We’d like people to come forward sooner rather than the workplace sometimes. After all, we spend around eight later. Many of us resolve these issues every day normally hours a day with colleagues, which is probably more than but when we can’t is when this service comes in.” we see our friends and family. But what happens when you can no longer sort things out between you? That’s when The benefit of the process is that problems can be resolved you may need to consider mediation. in a way that keeps everything informal. The alternatives are formal, take a long time and can be very adversarial. Mediation is a negotiation of sorts: you don’t like the way he does that but he doesn’t like this about you. While it “Both sides have to agree to get involved in the process might never change the way you feel, mediation helps though,” says Marian. “Sometimes people won’t meet you to find a way to put the issues aside and allow you to because things have gone too far.” work together. Are we too worried about friction in the workplace? Mediation is a very useful tool when it comes to workplace “Sometimes perhaps, but it’s when things get out of hand. conflicts. Quite often they’ve been going on for a while Sometimes when people come together they discover the and contain a lot of personal issues. The process doesn’t issue wasn’t each other but a problem with the system. make the assumption that people are in the wrong. It That has led them to join forces and aim to resolve the understands that people are in conflict and tries to find a bigger problem.” way to resolve that. There are no winners and losers. So who are the mediators in AWP? The mediation process was launched in 2000, then relaunched in 2009. As good as it is, the team find that not “They’re from different parts of the Trust and have a huge amount of people come forward to take advantage different roles,” says Marian Liebmann, one of around ten of this confidential service. Marian feels that perhaps not mediators within AWP. “The work tends to be occasional enough is known about it. She is keen to encourage people – there aren’t large ongoing case loads – so mediators to consider using it and even training to become mediators continue to do their own regular Trust job and take on a themselves. So what was it that led her to want to take on case as and when asked.” this role? Personality seems to be a key aspect.
Mediators, as the name suggest, act as a bridge between “Why do it? I’m unusual in that I’m a community mediator – the parties in conflict and don’t decide on a course of I do this work as a volunteer anyway. I like the challenge of action. In mediation it’s the people in conflict who work helping people. I suppose, in life, I don’t tend to take sides things out. so much, and see both sides. That’s helpful to this role. “Mediation doesn’t make the assumption that people are in the wrong. It understands that people are in conflict and “It’s about listening really well tries to find a way to resolve that. There are no winners and “It’s about listeningand asking really well the and rightasking thequestions.” right losers,” Marian explains. questions.”
At what point does something become a mediation issue? If you would like further information about mediation or “It’s when you can’t sort something directly. Often it’s you wish to talk to someone in confidence about whether misunderstandings; jokes that get taken the wrong way; mediation might be right for you please contact the HR temperaments clash. When people can’t work together it Service Centre on (01225) 731600 who will put you in touch causes huge problems with teams. with a Trust Mediation Co-ordinator.
Empowering people to live fulfilling lives. 13 features
For better or worse, movies and television contribute significantly to shaping the public’s perception of people with a mental illness, and the staff who care for them.
The American Film Institute’s list of the Top 5 Screen Gina Smith, Consultant Nurse Villains is topped and tailed by a psychiatrist and a mental for Family Interventions, hosted health nurse. Look for any positive healthcare role models the first screening of Lars and featuring in the accompanying list of Top 50 Heroes and the Real Girl and has been won you will be sorely disappointed. over by its positive message. “It’s a remarkable little film, which Tapping into the power of cinema, the use of film in may well challenge people’s healthcare education – “cinemeducation” - has been preconceptions of mental illness.” ongoing for some years now and its use in mental health settings has particular relevance. Iris, an account of the author Iris Murdoch’s life, was an In 2010 the Library Service of the Birmingham and Solihull opportunity for Dr Jonathan Mental Health NHS Foundation Trust won the first Hewitt to host the evening John Loy NHS Library Innovation award for its successful mental and catch up with a film he’d health film club. Inspired by this, AWP’s library service is long-wanted to see. “It’s a very developing a similar model at Callington Road, and has sympathetic, and remarkably recently finished its inaugural season. accurate, portrayal of the impact of Alzheimer’s disease on both John Loy AWP’s Learning Resources Manager says: “All we the individual and their family” had to do was buy a Public Video Screening Licence for the site and we were pretty much ready to go. We already have But of course there was no way over 100 feature films in our DVD collection across the four to run the first season without AWP libraries, and the screenings are a great way for us to including an appearance from use the resources creatively nasty Nurse Ratched, the world’s most hated psychiatric nurse. “Viewing a film with an audience on a big screen can be a Alan Metherall Deputy Director very different experience to sitting at home and watching of Nursing hosted the screening it on the TV. Being a shared experience affords us the of One Flew over the Cuckoo’s opportunity to have a facilitated post-screening discussion, Nest and says “In my early days and it’s fascinating to see how people respond differently. I worked with a woman who was the very embodiment of Ratched. It’s a film I rewatch on a regular basis, to remind “We’ve had one screening a month, on a Wednesday, me of everything we need to avoid when providing care.” starting at 6pm. After the screening the discussion really depends on how long everybody wants to talk, but we’re The Film Club will be taking a break over the summer usually on our way home by around 8.30pm.” months “Simply because the lighter evenings make it difficult to make the room we use dark enough”, says John,
14 Enabling people to reach their potential. features
but it will be back again in September. However the screens If you have a particular film you’d be interested in hosting, won’t be dark all summer. John and a colleague from the library service will be delighted to work with you to set Birmingham have been invited to present their experiences things up. Do get in touch on 0117 919 5715 or e-mail John. at the bi-annual Health Libraries Group conference in [email protected]. Glasgow in July. “The venue is the Glasgow Science Centre, and we’re in the IMAX theatre with its giant cinema screen. A 60ft Nurse Ratched could be very scary indeed” WORLD BOOK NIGHT 2012 World Book Night is a global event that celebrates the reading, recommending and giving of books. “Brilliant - really enjoyed being able to talk about Now in its second year, the event took place on the 23 books with other people who enjoy them too.” April, the International Day of the Book and Shakespeare’s birthday. Members of AWP’s library team signed up to be book givers and chose their titles from this years list of 25 books. They next day World Book Night was celebrated by “Refreshingly meaningful.” holding a lunchtime event at Fromeside unit in Bristol which was, from all accounts, a lot of fun.
Helen Watts and Bennet Jones from the library service, Adult Education Tutor Arlene Pilgrim, and Service User “Loved being part of something that big.” Involvement Worker Jess Wright, organised a literary gathering for service users and staff who took the opportunity to discuss and enjoy literature. Excerpts from some of the books, and poems written by service users were read out and afterwards a lively discussion was held around the books and the pleasures of reading.
Empowering people to live fulfilling lives. 15 features
Journey of a thousand miles Are we making good progress with our “inclusive” agenda? We turn to AWP’s Equality and Diversity Advisor Kelly Higson to find out…
Mainstreaming equality into the delivery of all our services is a priority for the Trust. We need to improve outcomes for our service users and our equality and diversity champions play a key role in enabling this to happen. Kelly Higson works with all services to identify individuals who will champion the progression of equality in their respective teams and areas. They have a vital role to improve links within their local community and increase awareness about mental health and the services available.
Kelly talks to one of our newest champions, Jo Green, Equality and Diversity Champion for the Specialist Drugs and Alcohol Service:
Jo explained why stepping into the role was an important decision: “I passionately believe we have a responsibility to challenge anything that unfairly inhibits any individual from accessing the mental health care they need, but to also enable them to attain their aspirations” high quality, culturally sensitive service provision. Creating sustainable and effective communication between the Trust “I passionately believe Jo also chairs the Wiltshire Council Drug and Alcohol and our stakeholders is an important part of my role”. Service Providers Diversity Sub Group, which considers how we have a responsibility to ensure equitable access and sensitive treatment to all Jo commented “Our links with RRUK are expected to to challenge anything areas of the community. It was here that Jo met Will Clark, expand into the joint running of a ‘social surgery’ here that unfairly inhibits any founder of the Wiltshire based Lesbian, Gay, Bisexual and in South Wiltshire. It will provide useful information individual from accessing Trans (LGBT) charity Rainbow Rooms UK (RRUK). RRUK to attendees on all aspects of their life, and be staffed supports the social, physical and emotional needs of the by AWP’s drug and alcohol workers alongside RRUK the mental health LGBT community and those connected to them, including volunteers. care they need...” supporting those with ill mental health through the provision of an advocacy service. “The aim is to encourage those that often find it difficult to access mainstream services to receive support. Further joint Kelly explains, “Creating open and meaningful projects involving leaflets and posters are planned for the relationships with our communities is so important. These future and hopefully, through working with our partners, relationships are mutually beneficial and enable our we will be able to encourage joint working in similar ways” communities to inform and shape our decisions around
16 Enabling people to reach their potential. features
Craig Murray Support Services Operations Manager based at Green Lane Hospital Devizes, as described by colleague Maria Paull, Site Administrator Billy (left) and Jo at Green Lane. How well Jo continues to support Rainbow .? Rooms UK in her personal time do you know.. and was “delighted” to be invited to join the group on the final 15 mile leg of a 90 mile walk around How would you describe Craig? Wiltshire. The walk, organised by Youth Ambassador 19 year old He is very hard working and enthusiastic, always willing to put himself Billy Vernon, to raise money for out for others and is thought of as a good and fair boss. Rainbow Rooms’ Youth Group, was completed over five days Is he a funny guy? whilst enduring the predictable, inconsistent spring weather.” Yes! He has the most wicked sense of humour which is a massive part of his personality that always shines through even at stressful times. Kelly commented, “It’s excellent to know that Jo’s passion and What’s on his iPod at the moment? commitment to progressing equality transfers in to the Craig admits he likes any kind of music but, at the moment he has Adele’s workplace. All those who work or latest album 21 playing in his car. We often hear him singing along to Set volunteer for AWP are expected Fire to the Rain as he’s parking his car in the morning. That’s some voice to uphold our equality values you have Craig! and all our SBU champions clearly NOT! demonstrate this in practice”. What makes him good at his job? Kelly can be contacted on 01249 468 068 or Craig is quick thinking and is always full of fresh ideas, has lots of energy [email protected] and uses these qualities to provide the best service possible. Even when he is faced with tough times he always bounces back. Craig also has a great Rainbow Rooms UK can be team of people supporting him to help make the service he provides contacted on 01722 325 122. more efficient. www.rruk.org.uk His dedication and hard work for the Trust was recognised last year when he was nominated for Service Excellence in the AWP staff awards. “I passionately believe What‘s his most treasured possession? we have a responsibility to challenge anything Craig’s most treasured possession is his white, fab iphone 4S which is his life line and he has with him always no matter what. We often hear him that unfairly inhibits any at break times talking to it then realising he is talking to “siri”!* individual from accessing the mental health We have to chuckle when Craig decides to change the colour of his phone care they need...” to match what he is wearing that particular day! You go Craig! What if Craig won the lottery – would it change his life?
Yes it would! He said “I would buy a nice big house in the country, two new cars, a gold plated iphone 4S and treat myself to a hair transplant.”
*If you are unsure what ‘siri’ is, please ask a young person.
Empowering people to live fulfilling lives. 17 features THE LONG AND WINDING...WEB?
Not even Spider-Man himself could have worked wonders with our old website. Luckily, we were working on a new one. John Loy unpicks the threads…
Mayday is traditionally a time for dancing and celebration, and 1 May 2012 was certainly a day of celebration for the small team who have been busy behind the scenes creating the new AWP website. The launch date was a major milestone in the development of the new site, and the go live date passed without a hitch (well almost *).
Let’s be honest, the old Trust website was something of a dog’s dinner. Towards the end of its life, the poor thing was cranky, difficult and being held together with sellotape and crossed-fingers. Surely we could do better than this?
“IT’S BEEN A TRULY COLLABORATIVE VENTURE, INVOLVING A CROSS-SECTION OF STAFF, SERVICE-USERS AND CARERS.”
So, for the best part of a year work has been underway to create the new public- facing site, with work really stepping up since the New Year. an attractive and easy-to-navigate way. With this in mind Julie Thomas has overseen the project team, who have been there has been great involvement from service users and working alongside Mentor Digital, a Bristol-based web carers, who really helped shape how things have developed. design agency, to pool knowledge and expertise. Their input has been instrumental in the Trust introducing It’s been a truly collaborative venture, involving a cross- social networking resources to the site, and AWP now has section of staff, service-users and carers. For the last six both a Facebook page and a Twitter feed months, on pretty much a monthly basis, a dedicated group of staff from across the Trust have made themselves It was also made clear that we needed to provide available for reference group meetings, to discuss what information in a variety of ways and formats. Need the site they wanted, and didn’t want from the new site. We have translated into Polish or Italian? Not a problem, just use the looked at sites from other organisations – the good, the bad language translation feature available at the top of every and the ugly - compiled lists of “must haves” and “really page and it will transform before your very eyes. Should don’t wants”, considered designs, layouts and lots more. you have a visual impairment then the text size can easily be increased, and there are a several different display options From the word go the team have been very conscious that to change the contrast to, for example, white on black. If the website is our public face, and so needed to provide the you or somebody you know uses screen-reading software, information which service users, carers, families and others which reads websites out loud, the site has been tested and from outside the organisation want. And it had to do this in is compatible with all the major players.
18 Enabling people to reach their potential. features Luke’s story
One of the exciting new features of our website is the addition of film clips. We take a look behind the scenes at how one of them was created...
Universally popular with everybody on the planning team for the site was the way in which many websites now use brief videos, and all were keen to see if AWP could bring this multimedia element on board too. We got the green light that films were no problem so, for the 1 May launch day, we were delighted to premiere “Luke’s Story”, in which Luke Gibbons, a former service user, tells how the Active Life project really helped him get his life back Of course the new site will be very much a living thing, on track. designed to evolve and improve. Coming soon will be the introduction of an “Easy Read” section for those The only restriction is that movies have to be short with learning difficulties, and now that the main site is so it was important to find a way to get lots of live we can begin work on developing the mobile one, a information into a relatively short piece. With that streamlined version designed to work on smart-phones in mind, the crew’s busy day filming in and around and similar mobile devices. Bristol was distilled down into an inspirational three and a half minutes. If you haven’t visited the new site yet, here’s your invitation. Head over to www.awp.nhs.uk (once you’ve finished The film really shows what a huge difference our reading this feature!) and take a look around. We think services can make to people’s lives and is already you’ll agree it’s now a pleasure to visit us. proving to be a firm favourite of visitors.
* What was the hitch on 1 May? Well, without going into We hope to bring more real-life stories to the site too much technical detail, somebody had forgotten to flick through the use of movies so watch this space. an important switch on the external system which hosts the new site, but by 9.30am it was in rude health, and had over Visit www.awp.nhs.uk to watch Luke’s Story now 6500 page hits on the first day. and tell us what you think.
“THE NEW SITE WILL BE VERY MUCH A LIVING THING, DESIGNED
TO EVOLVE AND IMPROVE.”
SEE IT ONLINE AT http://www.awp.nhs.uk
Empowering people to live fulfilling lives. 19 features Emotional
rescueIn simple terms, mentalisation is about 80% of the people taking part in the With emotions recognising what is going on in our first course felt well enough to be own heads and what might be going discharged. That, says Sue, is a clear playing such a on in those of other people. indication that MBT works. huge part in our MBT is intended both to help improve “What we have discovered,” she says, lives, what can a person’s ability to mentalise and to “is that it would be useful to run a be willing to use it, especially when psycho-educational course, which be done when dealing with intense emotions. This people would attend prior to coming can then help to improve relationships into the programme. This would we find them too and function better in life. allow people a better understanding difficult to deal of mentalisation before starting the “We started off with an 18 month course proper.” with? programme for the MBT courses and, because of the success of that, we’re One of the things that makes now on our second 18 month block,” “We are getting feedback Ourvoice popular is that it allows the Sue explains. from service users that they spotlight to rest on projects which can sometimes go unnoticed. Not “This is quite an intensive therapy, are finding it very helpful.” that these projects are insignificant; with both weekly group and individual many of them are taking huge steps sessions for those with a BPD. We The team have also completed the first in providing improved support for the are encouraging people to reflect on three days MBT training for members people we aim to help. their own thoughts and feelings, and of staff across different areas of the asking them to understand what other Trust. Staff are finding it helpful and One such is the Mentalisation Based people may be feeling. With BPD, informative as they can come into Therapy (MBT) programme, being run there is a tendency to misinterpret contact with other people dealing by Clinical Specialist in Psychotherapy what others are feeling so this is with Borderline Personality Disorders. Dr Sue Alford, along with Sarah about attempting to ‘understand One mental health nurse said: “I Bishop, Clinical Nurse Specialist in misunderstandings’.” feel more confident in my work with Psychotherapy. Other members of the service users with a diagnosis of MBT team work in the psychological The data from the first 18 month BPD”, while a Clinical Psychologist therapies service and come from course is looking positive according to commended the “excellent training.” different parts of the Trust. Sarah: “We are getting feedback from MBT may be a small part of the service users that they are finding it services we offer but it is making MBT is a relatively new approach to very helpful. What is particularly good a real difference. treating people with a diagnosis of is that the MBT model can be adapted borderline personality disorder (BPD). across the Trust to meet the needs of Photo (l to r): Deb Howard, Sue Alford, As the name suggests, it centres on other service users.” Sarah Bishop, Clare Ogden the concept of ‘mentalisation’.
20 Enabling people to reach their potential. features
investigation usually takes place some time after the incident when, with the benefit of hindsight, a clearer picture is highlighted.
Over the past year, several Making independent investigation reports have been published on homicides perpetrated in 2007 by service users who at the time were in the care of AWP. “These have demonstrated that changes there were many things that we could have done better at that time and that the service provided was not good enough,” said Hazel. Every organisation faces problems “These reports are traumatic for the and incidents from time to time. families of those involved, for staff and for the organisation and we do But, as Hazel Watson reports, how our best to support those involved through these difficult times. But they we learn from those problems do provide the opportunity to review changes, to make sure that they are really matters… still relevant today and to ask whether more needs to be done.“
From time to time across the NHS, “Many of the service users we work Finding ways to do things better is investigations take place into incidents with have severe health issues and a constant process explained Hazel where people question the quality or rely on our services,” said Hazel, “so and many of the changes being made safety of health services. Their aim is when the specialist care provided to our community services are at to see whether the service has failed, breaks down, we must find out least partly a result of weaknesses to look at what could have been done what has gone wrong. If we had identified. differently and set out what can be done something differently, could done to reduce the risk of similar the outcome have been different? “We are also providing service users incidents happening again. Sometimes the answer is yes, but other with much better information on times the investigations confirm that medicines and their side effects, we AWP is no exception. We examine everything that could have been done, take part in multi agency safeguarding closely any safety or health care was done.” processes designed to look after incident. Executive Director of Nursing, vulnerable people and we conduct Compliance, Assurance and Standards Questions asked are many and safety spot checks to ensure that we Hazel Watson explained: “Not only do varied. Were policies and procedures are doing all we can to keep people we investigate thoroughly anything followed? Were there gaps in the care safe. which could have or did harm a service delivered? Are clinical changes needed user, but we are also completely open in the care pathways? Could we have about what we find out. done anything else? “Sharing our findings and the action being taken to “Sharing our findings and the action All findings are carefully considered, increase safety and the being taken to increase safety and the discussed with the care team quality of care is essential - as is always and lessons shared across the quality of care is essential.” saying sorry to service users and carers organisation. Actions to deal with when things go wrong.” any shortcomings are overseen by the specialist professional clinical group “We have done a lot in the past year Doing this increases the confidence of and reviewed regularly by the senior to improve the care and support we those who use our services. It creates management team to make sure provide and we will continue to do an environment where those involved change happens on the ground. so. We are committed to putting feel supported when things go service users and carers at the heart of wrong. Service users, carers, families Where the incidents are especially everything we do and to giving them and victims are much more involved serious, resulting in a homicide confidence that our services are safe, now to make sure that the Trust by a service user, an independent responsive and support recovery.” understands their point of view. investigation team is appointed by the strategic health authority. This type of
Empowering people to live fulfilling lives. 21 features
“If I can stop one heart from breaking…” By Emily Dickinson
If I can stop one heart from breaking, I shall not live in vain; If I can ease one life the aching, Or cool one pain, I shall not live in vain. Snapshot
Finance & Commerce Account Manager, Karen King
Tell us something personal about yourself: I got married last year and now our first baby is on its way! In fact, I’m now at home on maternity leave as you read this…
What’s your favourite local landmark? It’s always rewarding to see people Wills Memorial Building in Bristol – I used to “ working well together. Events like work for the University and it is an amazing these actually help us to improve building with lots of character. mental health services because they give us important feedback. What’s your favourite local restaurant? – Lu Duhig ” The Cross House in Doynton – it’s a local village pub with good ales and a friendly atmosphere, and most importantly within walking distance of our house.
What do you do to relax? I like to read books when I get the chance. After the baby arrives, I expect relaxation will become a thing of the past!
What makes your job interesting? It’s very varied and I get to meet a lot of people. I try to make a difference by encouraging directorates to think about their long-term savings plans, which is necessary if we are to succeed in our bid to become a Foundation Trust.
Tell us something that your colleagues may not know about you: I sang in the school choir at the Colston Hall, Bristol! “I was reading some poems aloud at a volunteers event and finished on Emily Dickinson’s ‘If I Can Stop One Heart from Breaking’. This one summed up to me the difference volunteers can make to someone’s life. Just making someone’s life a bit happier when they are in a dark place. Some people found it very moving…” – Paul Smith
22 Enabling people to reach their potential. features
“When the Occupational Therapies team proposed the idea to run a ‘Come dine with us’ session at the FT members event in Green Lane, it straight away made the OT unit feel so much closer to home. Turning the hospital therapy room into a friendly dining room was a challenge but with some lovely curtains, a tablecloth and a dresser it really became a cosy place to be. – OT team ”
“It was a great change to meet people I don’t normally get to see. As a group we created a We’re getting colourful collage – it was so vibrant and a colourful, collective piece of work!” engaged! – Teresa Bridges
Phones and emails are fine but there’s nothing like meeting up face to face…
If you’ve ever looked at the Trust “At this FT members event in Jenner calendar for a year you’ll know that House, my colleague Sally had we have a lot of events. Conferences, a volunteering stall which was board meetings, the AGM, launch very popular. Alongside giving events, Carers’ Day, Foundation information about the kind of Trust events… the list is long! A lot volunteering roles we have in the of these events are open to service Trust, she also asked members if they users, carers, families, stakeholders could come up with a new title for and members of the public and are a new volunteer role; based on a incredibly important to us as this is description which was provided. This where we find out what people think amused people and they came up of the services we provide. with some great ideas! – Nicolette Vos-Neal ” Across these pages are a small selection of our favourite photographs of events we’ve held in the last year. We asked people involved to give us a thought or a memory about the moments captured here. Here’s what they told us…
Empowering people to live fulfilling lives. 23 The achievers Congratulations to the following colleagues.
Lucy Morgan, Coast Resource Centre, Business and We are currently recruiting learners for our 3rd KTP Admin Level 4 NVQ (Key training programme), which is a group of study Victoria Page, Blackberry Hill, Business and Admin days and workbooks, for in-patient staff, bands 2 & 3. Level 3 NVQl This is a pathway (i.e. it will give you evidence) to the Karen Trimnell, Woodside reception, Callington new Health and Social Care Diploma, which replaced Road, Business and Admin Level 3 NVQ the NVQ level 3 in health and social care last year. If Donna Ensor, Blackberry Hill, Business and Admin any one is interested, they can contact me directly. Level 3 NVQ The next intake is in May 2012, then September 2012.
Kirstie James, Hopton Ward, NVQ Level 3 in health If staff are interested in undertaking qualifications and social care in Business and Administration, they can look on Abigail Price, Lime Unit, NVQ Level 3 in health and Ourspace for the current course flyers or contact social care me directly. Julie Moore, Lime Unit, NVQ Level 3 in health and social care Petra Freeman Learning and Development Manager Nagib Nathoo, Central CMHT, NVQ Level 3 in health (Vocational Qualifications) and social care Linda Tuthill, Grovely Unit, NVQ Level 3 in health and social care Sue Amey, Grovely Unit, NVQ Level 3 in health and social care
Missed an issue? Don’t worry!
We know how annoying it can be to miss an issue of your Published Summer 2012 favourite magazine, especially one which features the people you know and work alongside. But don’t despair as you can now get Editor: Simon Gerard back issues of Ourvoice, including the very first published when it AWP communications team was called ‘Name Me’. It must be a collector’s edition by now… Email: [email protected] Trust Headquarters We do have a small stock of hard copy back issues which you can Jenner House, Langley Park Estate, request by email to [email protected] Chippenham, Wiltshire SN15 1GG If you prefer to read them online you can now find them on Telephone: 01249 468 000 our website. Search ‘Ourvoice’ and you can catch up on all your favourite Printed on FSC features. approved paper Don’t miss it! using vegetable inks Story for the next issue? E-mail: [email protected] using subject header ‘story’.
Graphic design: Ice House Design – Bath