Quality Account 2010/11 Our Quality Performance, Initiatives and Priorities Contents

Quality Account 2010/11 Our quality performance, initiatives and priorities Contents Who we are and what we do, plus commendations 1 Part 1 – Our priorities for quality Joint statement from the Chair of Trustees and Chief Executive Officer 3 Part 2 – Our priorities for improvement Overview 4 – Priority 1 Service user experience 5 – Priority 2 Effectiveness, safety and service user experience 6 – Priority 3 Service user safety – reporting 8 – Priority 4 Service user safety – falls 9 Part 3 – New initiatives for 2011/2012 – Priority 1 Service user experience 10 – Priority 2 Service user safety and effectiveness 11 – Priority 3 Effectiveness 12 – Priority 4 Service user safety – reporting 13 – Priority 5 Service user eating experience and nutrition 14 Part 4 – Indicators – Service user experience 15 – Safety 18 – Effectiveness 20 Part 5 – Annexes Annex 1 Essential information 23 Annex 2 Statements from commissioning Primary Care Trusts (PCTs), 24 Overview and Scrutiny Committee (OSC), the Sue Ryder National Service User Advisory Group ‘Acorns’ and Local Involvement Networks (LINks) Who we are and what we do Sue Ryder provides compassionate care for people living with life-limiting and long-term conditions. We are a national charity that delivers health and social care services to local communities in a number of ways. As well as day care, respite care, homecare, hospice and hospice-at-home services and long-term residential care, we also work in partnership -with sheltered housing projects and help with community integration. This Quality Account sets out our commitment to improving quality across all of our services. But to start with, here are a few commendations taken from our service user survey. “This was the ideal stepping stone from hospital to coming home for his last days with us.” A relative of a hospice inpatient “I have space to be my own person, or I can choose to be as involved as I want to be. This is important to me.” A resident at one of our neurological care centres “All carers are very helpful and kind and the care I’ve received is first class.” A service user receiving homecare 1 2 Sue Ryder – Quality Account 20 10/11 Part 1 Our priorities for quality Joint statement from the Chief Executive and which is now called the Senior Leadership Team (SLT). This is the Chairman set to improve the monitoring of performance relating to quality systems and processes, compliance with Sue Ryder Welcome to our second annual Quality Account – a summary policy and national standards. of our performance against selected quality measures for 2010/11 and our initiatives and priorities for quality This Quality Account demonstrates the progress that has improvement in 2011/12. been made in relation to identified quality initiatives and sets a further ambitious programme of quality improvement Sue Ryder is a national health and social care charity which projects for the forthcoming year. The Quality Account also provides specialist palliative care, neurological and homecare provides an honest representation of progress made during to people living with conditions such as cancer, dementia, the year, and in partnership with users of our services, it Parkinson’s disease, Huntington’s disease and other outlines where further improvements are needed. And finally, complex conditions. it celebrates the good outcomes reported by service users and commits us to learning from reported experiences where This Quality Account is produced to inform service users outcomes did not meet with expectations. (current and prospective), their families, our staff, our supporters, commissioners and the public. The contents have been influenced and have the endorsement of our national Service User Advisory Group known as Acorns. Progress has continued since the publication of our first Quality Account in June 2010. Since the appointment of a new Director of Health and Social Care, there has been a Paul Woodward Roger Paffard re-organisation of the Senior Management Team (SMT), Chief Executive Chairman Sue Ryder – Quality Account 20 10/11 3 Part 2 Our priorities for improvement Overview The priorities for 2011/2012 are summarised below. Priorities for 2011/12 have been influenced by service user experience and involvement, national standards and learning Priority 1 from enhanced quality performance data. Service user experience To work towards a personalised approach to service Over the course of the last year a number of projects have delivery and care culminated in improved information relating to user experience, incidents, complaints and compliance with Sue Priority 2 Ryder policies and procedures. This, alongside national policy, Service user safety and effectiveness has helped to influence our priorities for 2011/12. To manage the risk of harm from pressure ulcer development The priorities detailed below do not represent all that Priority 3 Sue Ryder is doing to improve a person’s experience of our Effectiveness services but they give an indication of particular areas of focus. To support the development of our clinical leaders Our quality strategy focuses on the same three key areas that Priority 4 were identified in the previous Quality Account: Service user safety and effectiveness effectiveness To further develop a culture of learning from incidents service user safety and complaints service user experience Priority 5 Service user experience, safety and effectiveness To improve the eating experience and meet the nutrition needs of the people in our care These priorities have been approved by Acorns (our national Service User Advisory Group), the Executive Leadership Team (ELT) and our Board of Trustees. 4 Sue Ryder – Quality Account 20 10/11 Priority 1 Service user experience Initiatives We have completed a review of our Bixley Road service in Management of complaints Ipswich, where four tenants live in a housing association We said that we would improve how we manage bungalow with 24-hour care supplied by us. This service has complaints by recording and learning from issues and now been open for three years. It has been reviewed during trends raised through complaints. March 2011 using an assessment tool that has been adapted for use in neurological care from the national standards used During 2010/2011 we have introduced a new procedure, in for learning disability services. The review incorporated line with new regulations, for listening and responding to feedback from focus interviews with service users and from complaints in health and social care. We set up a system for commissioners of care. This process was led by one of our recording all formal complaints on a charity-wide database. operational managers and identified the areas where the This has made it possible for us to see trends and share tenants were confident and happy with their home and care learning between services in different locations. We have support. It also identified further improvements that can be provided training for staff to help all staff understand their implemented to encourage greater decision-making and responsibilities to listen and act on complaints and to improve management opportunities for the tenants themselves. investigation and management of complaints. This work will influence our supported living project work over User involvement the new few years. We said that we would work with the Service User Advisory Group to promote the importance of every person being treated as an individual, and what this might mean for people using our service. During 2010/2011 we have supported the new Service User Advisory Group to hold three meetings, including one with the Chair of Trustees sharing ideas on how we can grow involvement and understanding between service users and Council. The group, attended by between 12 and 17 service users in three locations, has identified their priorities, agreed terms of reference, and chosen a new name. Now known as Acorns, from the saying ‘great oaks from little acorns grow’, the name reflects their aspiration that from small beginnings the group will continue to grow in stature and influence. Their key achievements during 2010/2011 have been: • helping in the appointment of a new Director of Health and Social Care in 2010 • commenting on our new Health and Social Care Strategy • sharing experience from local services and raising issues such as how we support staff, and the comfort and safety of hoists • initiating a project for service users to interview other service users about the importance of being treated as an individual. Sue Ryder – Quality Account 20 10/11 5 Priority 2 Effectiveness, safety and service user experience To improve our quality ratings at inspections inspections during the course of the year, but where they did Our services are inspected by two regulatory bodies: take place, there was an improvement or no decline in the • Care Quality Commission (England) inspection rating, as the following table demonstrates. • Social Care and Social Work Improvement Scotland (SCSWIS) Summary of quality ratings for our services The different services are currently inspected against a set of Our hospices have not been included within this table as Essential Standards of Quality and Safety (England) and Care although they are inspected by the Care Quality Commission, Standards (Scotland). they have not received an overall rating since July 2010. This is when the rating of services by the Care Quality Commission During 2010/2011 we aimed to improve our inspection (as the regulator for health and social care) ceased. ratings to be rated good or above. There

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