Transcript Sample title slide - Alzheimer Scotland

Quality & Involvement
Aims of the day
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To explore how to involve service users
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To explore how to evidence involvement
in your work
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To explore the links between
involvement and quality service delivery
Quality Organisations
 Exercise
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Think of a company where you have
had good customer service
How do you think they achieve this?
Excellent companies…
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Challenge the status quo
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Are innovative
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Try to do it better even when they are
the best
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Involve their customers!
What is needed for a quality service?
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Results orientation
Customer focus
Leadership and constancy of purpose
Management by processes and facts
People development and involvement
Continuous learning, innovation and
improvement
Partnership development
Corporate social responsibility
Quality Jargon
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Standards
Audit
Self-Assessment
Systems
Processes
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Assurance
Control
Excellence
Continuous
improvement
Benchmark(ing)
Standard
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An accepted example of something
against which others are judged or
measured.
A quality model in which the
organisation must demonstrate quality
to a required standard e.g. Investors in
People, National Care Standards
What standards do we work to?
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Alzheimer Scotland Standards
National Care Standards
SVQ standards
SSSC Codes of Practice
Personal Standards
Alzheimer Scotland Standards
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Your Referral
Your Assessment
Your Support
Communication
Activities
Keeping Well
Eating Well
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Expressing your views
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Care Commission
Quality Assessment Framework
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4 themes
Quality
Quality
Quality
Quality
of
of
of
of
Life
Environment/Information
Staffing
Management & Leadership
Self-assessment
 Grading
 Overall score
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Quality statement examples
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We ensure that service users and carers
participate in assessing and improving
the quality of care and support provided
by the service
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We use quality assurance systems and
processes which involve service users,
carers, staff and stakeholders to assess
the quality of service we provide
Involvement…the history
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What do we mean by involvement?
Involvement with a capital “I”
SDWG – conferences, DVD, training
GDAG/Carer panels- campaigning,
publications, lay assessors
Council membership
Usually involving pwd in earlier stages,
still verbally articulate
The future?….Personalisation
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“…means thinking about public services and social care
in an entirely different way- starting with the person
rather than the service.”
“…means starting with the individual person with
strengths and preferences who may have a network of
support and resources, which can include family and
friends.”
“…reinforces the idea that the individual is best placed
to know what they need and how those needs can best
be met.”
Social Care Institute for Excellence
Personalisation- a rough guide
Involvement in practice
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Challenge is to recognise
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involvement with a small “i”
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It’s not an add on
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we do it already
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the need to record involvement
Involvement is about…
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Expressing views and opinions
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Making choices
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Influencing!
All can be done at any stage of the
illness
Recording involvement
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Why?
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It helps us see patterns / themes
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It helps us improve what we do
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It is evidence of what we do -for
managers and external (e.g. Care
Commission/funders)
Involvement discussion
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How do you currently involve people?
Give examples of your practice
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What works well and what are the
barriers?
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How do you evidence this?
Evidence
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Exercise – scenario & support plan
Effective Recording
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Turn your responses into evidence by
using the feedback form
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Are you showing outcomes for
individuals?
Involvement toolkit
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Involvement Guidelines
Service user questionnaire
Service user interview
Evidence recording sheet
Observation form
Talking mats
Involvement Guidelines
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Involving people with dementia and
carers in the services they use
Interviewing service users and carers
Observation of individuals or groups
Focus groups
Themed days
Service User Questionnaire
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Flexible in its use
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Customise for your service
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Most useful for pwd in earlier stages
Service User Interview
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Flexible
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Informal
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Adapt questions if necessary
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Ask extra questions to clarify
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Consider cues in environment
Evidence Recording Sheet
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Flexible (discussions, meetings,
observations)
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Formal/informal
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Shows outcomes
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Useful for all stages
Observation Form
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Flexible
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Formal way of recording observation
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Independent observer
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Most useful for later stages
Talking Mats
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Low tech
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Little writing required
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Easy to capture evidence
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Visual
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Good for keeping on topic
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Most useful in moderate stages
To summarise
Involving service users
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is essential
needs to be personalised for the
individual
is about meeting & exceeding standards
leads to seeking ongoing improvement
helps to show outcomes
helps you to evidence your work and
show how things are improving (and
identify how to improve)
Thanks for your
involvement!!