Transcript Document

Guidance for using the Mental Health Feedback Tool
Introduction
This tool has been developed to capture the service/care experience of patients in community and inpatient
Mental Health settings. So far used in the context of Coventry and Warwickshire Partnership Trust’s ‘Equal
Partners’ Strategy, it is intended to drive forward a culture of real, meaningful involvement and listening to
feedback from patients, carers, staff and the public.
The purpose of the tool is to gain information and insight to:
• Improve services provided
• Influence how services are delivered
• Share best practice
In development, the tool has been through several iterations, each time revising it to make it simpler and
easier for patients to complete.
There are two versions of the Mental Health Feedback Tool catering for different groups of people with mental
health needs at different stages of their pathway:
• Mental Health Patients in the Community
• Inpatients in Acute Mental Health Units
The Community Tool contains the Friends and Family question in full followed by 14 questions covering a
broad spectrum of care delivery. The friends and family question is not included in the Acute Inpatient Tool
due to conflict with other organisational processes to fulfil friends and family requirements.
The Acute Inpatient Tool needed to be shorter, concise and very clear to take into account that people in an
acute mental health inpatient setting may be experiencing considerable distress and find it hard to cope with a
large number of questions and indeed more complex questions.
Both forms use smiley faces to enable people to give feedback. During the tool development, people said they
found this more helpful and that the pictorial indicator made it easier to connect with a response.
The tool is used before people are discharged from the service. Patient Advocates are used to collect the
information.
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Patient Advocates
• Patient Advocates are members of staff who do not work directly in the service where the real-time survey
is conducted. Patients said they felt comfortable with this.
• The Patient Advocate role has been effective as it gives the patient a sense of impartiality, confidentiality
and an opportunity to be honest and open.
• Patient Advocates support people to speak their mind and give their true views confidently and without fear
of judgement.
• Patient Advocates are able to build relationships and encourage and support patients to share their
experience. From this, patient stories emerge which can be shared as good practice and as a platform for
service improvement at both service and strategic levels.
• Patient Advocates are able to ensure that a positive approach to the feedback is developed and are able to
feed back issues early so that services are improved quickly.
• Patient Advocates need a good knowledge of the organisation and its supporting services so that they can
correctly signpost patients to other services or agencies when necessary.
Preparation
The visits are planned in advance. It helps to build trust if patients know beforehand they will be asked
questions about their care.
Guidance to support staff
Find a quiet place to talk, with as few distractions as possible.
1. Ensure that communication is clear; break information down into smaller chunks so the person is not
overloaded. Allow them time to think about what you have said. Keep your language simple and avoid
jargon.
2. Watch the person – they may tell you things by their body language and facial expressions.
3. Take your time and don’t rush your communication. Allow time for the person to think and to answer the
question.
4. Use gestures and facial expressions to reinforce what you are saying.
5. Be aware of and respect their personal space. This will vary from one individual to another.
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For use with
Community Mental Health Patients
Ward name:
Date:
Gender: Male / Female
Patient / Carer / Other:
Clinical services discussed:
Your age:
16 – 17
18 – 34
34 – 49
50 – 65
66+
Friends and Family Test
How likely are you to recommend our service to friends and family if they
needed similar care or treatment?
Extremely likely
Likely
Neither likely or
unlikely
Unlikely
Extremely unlikely
Don’t know
What is the main reason for the answers you have chosen?
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1
Do you know
who your Care
Co-ordinator
or Lead
Professional is?
2
How well does your
Care
Co-ordinator or
Lead Professional
organise your care?
Yes
3
4
Were your views
listened to in
deciding what is in
your Care Plan?
5
Do you receive
enough advice and
support to manage
your condition?
No
Comments
Very well
Definitely
Do you have a care
plan?
Not sure
Definitely
Definitely
Reasonably
well
Unsure
To some
extent
To some
extent
Not very
well
Don’t know /
can’t
remember
Comments
Don’t know /
can’t say
Comments
Don’t know /
can’t say
Comments
Don’t know /
can’t say
Comments
No
Not at all
Not at all
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Definitely
6
Does your Care
Plan cover what
to do in a crisis?
Yes
7
Have you had a
review of your
Care Plan?
8
Do you know
how to get help
for ‘Out of Hours’
- evenings and
weekends?
9
How well was
the purpose of
the medication
and side effects
explained to
you?
Definitely
10
Not sure
Not sure
Not at all
Don’t know /
can’t say
Comments
Can’t
remember
Comments
No
No
Comments
Very well
Definitely
Have you found
talking therapy
helpful?
To some
extent
Reasonably
well
To some
extent
Not very
well
Not explained
Comments
Don’t know /
can’t say
Comments
Not very
helpful
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11
Have you been
asked about your
physical health
needs by MH
services in the
last 12 months?
Definitely
Yes always
12
To some
extent
Sometimes
Not at all
13
How involved are
you in your care
and treatment?
14
If you have
spoken to staff
about any issues
or concerns how
would you rate
their response?
Excellent
Sometimes
involved
Good
Comments
Don’t know /
can’t say
Comments
Don’t know /
can’t say
Comments
Haven’t
spoken to
them
Comments
Not at all
Do the staff treat
you with dignity
and respect?
Always
involved
Don’t know /
can’t say /
sees GP
regularly
Never
involved
Not good
This survey is confidential, thank you for taking part
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For use with
Acute Mental Health Inpatients
Ward name:
1
How safe do you feel on the ward?
2
How good is the food?
3
How involved are you in your care and
treatment?
4
How well do staff explain the purpose of
medication?
5
What rating would you give ward activities?
6
How much care is taken with any physical
problems you may have?
7
How would you rate your 1:1 time with staff?
Date:
Male / Female
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Comments:
1
How safe do you feel on the ward?
Comments
2
How good is the food?
Comments
3
How involved are you in your care and
treatment?
Comments
4
How well do staff explain the purpose of
medication?
Comments
5
What rating would you give ward activities?
Comments
6
How much care is taken with any physical
problems you may have?
Comments
7
How would you rate your 1:1 time with staff?
Comments
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