You’re Welcome @ GOSH

1. You’re Welcome @ GOSH Anna Gregorowski- Nurse Consultant Natalie Hibbs- Improvement Co-ordinator Nigel Mills – Clinical Nurse Specialist Liz Morgan – Chief Nurse

2. YW @GOSH • Background • Aim • Outcome Measures • Process • Benchmarking • Pilot • Assessment • Prioritise key changes and implement • Reassess • Resources • Your thoughts and ideas?

3. DH ‘You’re Welcome’ Quality Criteria First published 2005 Revised 2011 Online self-assessment tool

4. DH ‘You’re Welcome’ Quality Criteria 1. Accessibility 2. Publicity 3. Confidentiality and consent 4. Environment 5. Staff training, skills, attitudes and values 6. Joined-up working 7. Young people’s involvement in monitoring and evaluation of patient experience 8. Health issues for young people 9. Sexual and reproductive health services 10. Specialist child and adolescent mental health services

5. Aim of Project • Improve adolescent journey at GOSH • Assess GOSH -‘young people’ friendly? • Benchmark • Identify priorities for improvement • Included in CQUIN targets for GOSH • Links with Trust vision to be one of the top children’s hospitals in the world

6. Why we need YW at GOSH • 27th September 2011 • 23% of beds occupied by young people aged 11 or over • April 2009 - March 2010 • 18527 patients (in and outpatients) aged 11 years or over • 36% of the total

7. GOSH Young people’s audit 2010 • 17% offered somewhere private for discussions with staff • 27% received own copies of letters • 34% offered time with doctor or nurse without parents

8. Outcome measures • All areas to meet mandatory DH ‘YW’ quality criteria • Additional criteria to be met as appropriate • Hypotheses: • YP seen on their own • Increased length of appointment • Clinic letters sent to YP • More administrative support • Environment needs to be more young person friendly • Resource implications : space, activities (wii, xbox etc), publicity materials

9. Timeline • Benchmark against other hospitals • Pilot 2 areas by end May 2012 • Complete assessment of GOSH against YW criteria by end December 2012 • Young people focus groups to identify top 5 priorities for improvement by February 2013

10. Strategy Allocation of services into priority group High priority: Areas that have major engagement with young people/areas that are ‘nearly there’ against YW criteria i.e. outpatients, CAMHS Medium priority: Areas that sometimes have engagement with young people/have a fair amount of work to do to meet YW criteria Low priority: Areas that have minimal involvement with young people/have a lot of work to be compliant against YW criteria i.e. NICU/PICU

11. Strategy Baseline audit Meeting key staff to assess environment Use patient experience Re-assess services against baseline audit Official validation by Adolescent and Transformation teams

12. Pilot: Process • 2 areas • Mental Health outpatient department • Inpatient surgical ward • Adolescent/ Transformation team met with key professional in identified service (1 hour) in service area

13. Pilot: Findings • Services keen to be involved • Usefulness of 3 people doing assessment (objectivity) • Time needed for assessments (3 hours) and analysis (team) • Trust wide issues: developing uniform answers • GOSH web • Patient information • Staff training (mandatory training) • Evidence not readily available

14. Resources • Professionals • Young people • Adolescent team • Transformation team • Audit team • Clinical Outcome Team • Chief Nurse (sponsor)

15. Involving Young People • Involved in developing YW toolkit • Patient satisfaction surveys and young person specific audits • YP Members Council • Interview YP on wards and specialities as appropriate • Focus groups for prioritising changes from findings

16. Your thoughts? • Steering group • Process • Communication • YP involvement • Wider Trust objectives • Linking up with other hospitals • Other

17. GOSH contacts • Anna Gregorowski (Nurse Consultant Adolescent health) anna.gregorowski@gosh.nhs.uk • Nigel Mills (Adolescent CNS) nigel.mills@gosh.nhs.uk • Adolescent Team 020 7813 8541