Transcript Document

Tees, Esk and Wear Valleys NHS
Foundation Trust
The Climb
Linda Parsons
Associate Director of Operational Services
29th November 2011
Facts and Figures – Tees, Esk and Wear
Valleys NHS Foundation Trust
• Formed April 2006
• Range of Specialist Mental Health, Learning Disabilities and
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Substance Misuse Services for 1.6 million people in County
Durham, Tees Valley and North East Yorkshire
970 Beds + range of Community Services
6,000 staff
170 + properties
£266m annual income
Foundation Trust status granted 1st July 2008 first north east
mental health trust to achieve foundation status
Trust’s Mission / Vision
“To improve peoples lives by minimising the impact
of mental ill health or a learning disability”
“To be a recognised centre of excellence with high
quality staff providing high quality services that
exceed people’s expectations”
Our five strategic goals are
“To provide excellent services, working with the individual users of
our service and their carers to promote recovery and wellbeing ”
“To continuously improve the quality and value of our work”
“To recruit, develop and retain a skilled and motivated workforce”
“To have effective partnerships with local, national and international
organisations for the benefit of our communities”
“To be an excellent and well governed foundation trust that makes
best use of its resources for the benefit of our communities ”
Trust Performance
• 1 North East Mental Health Trust to achieve Foundation Trust status
• MONITOR Independent regulator
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Governance Arrangements
Financial Viability
Local Accountability
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National Targets
Green
5 Lowest Risk
5417 public members
5893 staff members
47 governors
CQC Comply all standards – no
conditions to registration
PEAT all sites Excellent or Good
1 of 10 Trust’s to achieve these out of 136 Foundation Trusts
Trust Performance
• Investors In People Accreditation
• A number of national and international awards for our
buildings and services
• Trust singled out for praise by Department of Health
Clinical Quality Lead for Quality Improvement Systems
Facts and Figures – Hotel Services
The services are provided by Housekeepers /
Domestics / Porter Housekeepers
and Catering staff
376 In-house staff
Supported by a range of Contract Services
13M Annual Budget
Chris Parsons
Director of Estates and
Facilities Management
0191 333 6205
07768 142064
Operational
Services
Structure
Linda Parsons
Associate Director of
Operational Services
0191 333 6207
07789 504779
Yvonne Watson
Head of Hotel Services
(Operational)
0191 333 6517
07979 770987
Caroline Siddall
Head of Hotel Services
(Performance and Contracting)
01642 352963
07747 532403
Facilities Site Managers
Monitoring / Training Managers
Hotel Services
Supervisors
Housekeepers
Domestics
Porter / Housekeepers
Catering staff
Reception Staff
Why Did We Apply For Hospitality Assured
Accreditation
2005 - NHS Focus for Hotel Services changed
Cost saving Customer focussed/Improving
standards
Better Hospital Food Programme/National Standards of Cleanliness/PEAT
Looking for a quality tool to assist us to
demonstrate improvement year on year which
matched our vision of a customer focussed service.
Why Did We Apply For Hospitality Assured
Accreditation
Visit to local Trust with accreditation confirmed
Hospitality Assured as the tool for our Trust
6 months following the visit we had our 1st
assessment
Hospitality Assured Assessment Scores
Target for 2012
78
80%
76
76.1
Score %
74
73.8
72
74.3
72.6
71.8
%
70
68
to remain top
of health care
sector
68.6
66
64
2006
2007
2008
2009
2010
2011
Target Increase Score Every Year – Achieved
2006
2011
Customer Research
66.7
72.5
The Customer Promise
72.5
80.8
Business Planning
68.9
78.3
Operational Planning
68.7
Standards of Performance
70.0
74.3
Resources
70.0
75.8
Training and Development
67.3
76.7
Service Delivery
68.8
75.0
Service Recovery
66.7
75.0
Customer Satisfaction Improvement
66.7
77.5
Highest Score – The Customer Promise
“ Specify what your Customer Service Promise is and
how it is made known to your customers
and staff and any others
involved in service delivery”
The assessors noted:
“To deliver excellence with value”
Is now an integral part of the ethos of the whole organisation,
everyone questioned understood it and appeared to live it
Our Customers
PCT’s
Other Trust’s
Staff
Patients
SHA
Carers
Other Services
Directors
Governors
Housekeepers - Customer Service Promise
OUR CUSTOMER PROMISE
“To deliver excellence with value”
C hange – continued improvement
R esponsive – go that extra mile
I individual – Not one size fits all
S ervice needs – Understand needs at the time
P ersonal and Caring – Be Polite, Listen and Smile
Reviewed July 2011
Development Customer Promise
Staff and Stakeholders involvement
Reviewed annually
Publishing Customer Promise
 Web Page / Intranet
 Governor Service Visits
 In-touch
 Hotel Services Manuals
 Annual Reports
 Staff Induction
 Posters
 Staff Road shows
 Team Briefs
 Staff Badges
Methods to ensure Promise understood and
effective
 This Means That Statement
 Meetings Customers
 KPI’s Notice boards
 Rapid Process Improvement
Workshops
 Monitor Complaints, Comments,
Reports
 Audit Programme Check Standards
 Promise Discussed Induction
 Appraisals
How has Hospitality Assured Improved our
Services - Trust’s 5 main challenges
 Finance – Break even and achieve year on year CRES –
3%+
 Clear Marketing Strategy – retain contracts/win tenders
 Demonstrate compliance regulators – Monitor/CQC
 Governance arrangements
 Financial Viability
 Local Accountability
 Achieve National Standards
 Deliver our 5 Strategic Goals
 Customer Satisfaction
How does Hospitality Assured Help us
Achieve our Challenges?
Working to the standards helps us achieve our strategic goals
Standard 1 and 7- Customer Research/Service Delivery
Excellent standards working with individual users of our services
Standard 6 – Training and Development
Develop and retain a skilled and motivated workforce
Standard 5 – Resources
Best use of resources
Standard 9 – Customer Service improvement
Continuous improve quality and value of our work
How does Hospitality Assured help us achieve
our challenges?
Accreditation is a unique selling point which assists in retaining
contracts / win tenders
Feedback from the assessors gives us an independent view
from which we produce an action plan which helps us progress
on our journey to excellence
A strong motivator for staff and recognition of their commitment
to delivery of our Customer Promise
The 9 standards keep us focussed as to what is important and
demonstrates we are improving year on year
What our staff and Customers say about
Hospitality Assured It gives us
It means to
me we are
like a 5 star
hotel
pride in our
role
It keeps us on
track and gives
us all the same
goals to
achieve
People will choose us
when offered patient
choice
It shows we are
providing a more
improved service
to our patients
year on year
It proves how high
our standards are
within our Trust
providing for
patient needs
Trust Awards – Making a difference
Caring for the Environment Award
Highly Commended – Hotel Services
Trust Awards – Making a difference
Chairmans Unsung Hero Award
Working Behind the Scenes
Winner
Joyce Fletcher
Domestic Assistant
Roseberry Park
Joint Winner
Sue Weeks
Housekeeper
Cross Lane
X Factor – The Climb