What if Outlook Southwest don’t provide all information? How do you check the information is accurate? Some services provide a pack to post back responses. If the questions are not asked of all , how are people going to know? 1.2 Individual people's health needs are assessed and met in appropriate and effective ways Green Red: 0 Amber: 0 Amber/Green: 2 Green: 4 Purple: 0 Would like detailed info on Continuing Healthcare and who undertakes it. A lack of clarity as to what Continuing Healthcare is and what it means. Concerns that a ‘postcode lottery’ is in place for some services. Clarification that the Referral Management Service is provided by NHS Kernow. Where’s the proof that anyone’s using the policies? Some of the evidence given is going against what people hear in the media. 1.3 Transitions from one service to another, for people on care pathways, are made smoothly with everyone well informed Green Red: 0 Amber: 0 Green: 3 Purple: 1 When the patient moves from one service to another, the gap is too much. Services could be planned in advance to make it seamless but it doesn’t seem to work like that. Delays can be dangerous. The single point of access for mental health isn’t working. Questions about the process for deciding eligibility for Continuing Healthcare? Support services are in place and supporting us. Various views on having specific wards in hospital for End of Life Care. Distress in seeing the patient dying and what the relative has to go through. Intention for the patient to have a choice where they die. 1.4 When people use NHS services their safety is prioritised and they are free from mistakes, mistreatment and abuse Green Red: 0 Amber: 0 Amber/Green: 2 Green: 2 Purple: 0 With domestic violence it’s almost assumed it can’t happen in same sex couples. Questions about safeguarding alerts and the quality of information available to interrogate whether there are themes for people with protected characteristics. Mental health and elderly concerns. Sometimes the patient is treated around mental health issues and not physical problems.
involved as they wish to be in decisions about their care Green: 2 Green/Purple: 1 Purple: 1 extroverts. Pride just highlights the differences when I’m trying to show I’m the same. Concerns expressed about what’s been done to combat loneliness and isolation at home. If a survey is online, it can be promoted to the community. 2.3 People report positive experiences of the NHS Green Red: 0 Amber: 0 Green: 3 Purple: 1 Questions about the Dignity Champions, how NHS Kernow supports their work, and which settings they assess. The work with the patient ambassadors with the Dignity Champions was raised. Concerns about patients feeding themselves and not receiving the support they require with feeding. Sometimes there is a lack of support, particularly in hospitals. Suggestion that hospitals utilise the red tray system which highlights discretely who needs help and support with feeding. 2.4 People's complaints about services are handled respectfully and efficiently Green/Purple Red: 0 Amber: 0 Green: 1 Green/Purple: 2 Purple: 1 The process is really great. You attempt to solve the dispute at the local level. I feel I’ve been treated fairly and it hasn’t affected my care at all. Do feel concern some people won’t make a complaint due to a fear of reprisals. PALS and the Friends and Family Test help to keep an eye on things. Trying to promote at hospital that people can give feedback. You’re winning by asking the questions during the care and not just at the end. Staff grading assessment Goal 3: A representative and supported workforce Ref Outcome Description Average Grade Individual Grades Staff/ evaluator feedback
3.3 Training and development opportunities are taken up and positively evaluated by all staff Green Red: 0 Amber: 1 Green: 10 Purple: 2 Are feedback forms robust enough? We have had feedback from staff events which have included training. Personal development objectives are identified as a team. Some work needs to be done through appraisal. My training needs weren’t identified in my objectives. Pleased that staff as a whole and staff as a characteristic are no different. Information on training opportunities is included in the staff bulletin. Do we only promote it in a way that might discriminate against any groups with protected characteristics? Don’t know what ‘all’ staff are doing. Some people might have difficulty in travelling to training. 3.4 When at work, staff are free from abuse, harassment, bullying and violence from any source Amber Red: 1 Amber: 6 Green: 6 Purple: 0 This presumably refers to external and internal abuse, harassment and bullying. Telephone calls can be abusive. Can give people warnings but cannot stop them from calling. Hostility from people about funding requests. Difficult to address as it’s quite subjective. What are the perceptions of bullying? Might be quite useful to test out processes. Just because there is no formal case work, doesn’t mean it doesn’t happen. 29% of people in the survey said they have experienced it. Can never rule it out. Cannot always predict types of harassment and abuse, especially in the community so not possible to protect against every eventuality. Always a personal thing. Can’t always guarantee what we feel is bullying. Don’t have the formal number of cases to interrogate. Have seen it in a variety of formats. 3.5 Flexible working options are available to all staff consistent with the needs Green Red: 0 Amber: 1 Green: 8 Didn’t realise the flexible working policy was open to everyone. Flexible working applies within certain boundaries. Couldn’t say someone could start work at 3am.