2012 TGU PATIENT SATISFACTION SURVEY: DEVELOPMENT AND RESULTS

1. 2012 TGU PATIENT SATISFACTION SURVEY:DEVELOPMENT AND RESULTS Dr. Lona Lockerbie Athena Duffy

2. Trevor Gibbens Unit • Medium Secure (65 beds across 6 wards) • Acute (Male) • Sub-Acute (Male) • Rehabilitation (Male) • Pre-Discharge (Male) • Acute & Rehabilitation (Female) • Pre-Discharge (Female) • Provide assessment, treatment and rehabilitation for mentally Disordered Offenders (Male and Female)

3. Survey Development • The CQC consider service user satisfaction as one of the indicators of a successful service. • Annual CQC national survey on satisfaction of people who use Community Mental Health Services. • This survey does not consider forensic mental health services. • But patients discharged from our services would have received the survey.

4. Survey Development • KMPT felt it was important to explore the experiences of their own forensic inpatient population. • Also measure whether the service is meeting set standards and collect patient suggestions of improvements. • Included areas identified by the CQC standards and the Royal College of Psychiatry Quality Network Standards. • Developed in 2008 by TGU staff and was reviewed by patients in 2012.

5. Survey Topics • Patient Information • Do you know how to get the information you need about visits? • Mental Health Act • Have you had an explanation about why detained in hospital? • Quality of Care and Treatment • Do you have opportunities to discuss treatment and progress with clinical team? • Medication and Diagnosis • Have you had your diagnosis explained to you in a way you can understand? • Finance • Do you have any difficulties in accessing your money? • Service-user involvement • Are you aware of the role of the patients’ council?

6. Survey Topics Cont… • Medication Records and Information management • Do you know how to see your medical records? • Staff • Have you found the staff approachable and friendly? • Environment • Do you feel safe in the TGU Grounds? • Personal Dignity, Social and Cultural Needs • Do you think the staff understand your cultural background? • Physical Care • Have you been able to see the unit GP in a reasonable time of requesting to see one? • Food • Do you think the food is a good standard in terms of quality?

7. Aims • To identify which aspects of TGU patients are most and least satisfied with. • To establish the level of satisfaction/knowledge patients have about issues relating to their care and detention. • To compare the results to standards set by the Quality Network for Forensic Mental Health Services (2011-2012). • To look at areas of change in satisfaction/knowledge and implementation of the action plan from the previous audit.

8. Method

9. Patient Involvement • Patients were invited to become involved in the delivery and revisions of the survey. • Informed at each ward’s community meeting. • Volunteers were selected via discussions with their MDT. • Patients were involved in either : • The delivery of the survey to other patients • The action planning from the results.

10. Response Rate • 49% across the TGU (n = 31)

11. Satisfaction Rating System: Satisfaction = >70% of the sample indicating satisfaction/knowledge Dissatisfaction = <30% of the sample indicating satisfaction/knowledge

12. Results • 87% of survey questions obtained a satisfaction / knowledge score over 70% • 56.4% of areas had shown an improvement on the previous year’s survey • 36.2% areas had declined.

13. Least Satisfied Areas • Do you know how to access the Patient Liaison Service (32%) • Do you know name of Care Coordinator (36%) • Do you know what the Patient Liaison Service is (39%) • Have you been asked to sign care plan (52%) • Have you experienced harm? (58%) • Do you know how to view medical records (61%) • Do you have opportunities to develop work skills (68%) • Know how to access the Independent Mental Health Advocacy Service (68%)

14. Average Satisfaction/Knowledge Scores across Question Categories

15. Experts by Experience (EbE) Group • Group made up of service users and ex-patients. • Their involvement with the 2012 TGU PSS included: • Feeding back the survey findings to the TGU patients • Working with the TGU patient group to gather their views about improvements and what they would like to see on the subsequent Action Plan.

16. Action Plan

19. Summary • Overall there is a high level of patient satisfaction at the TGU. • Suggests that the TGU is reaching CQC standards. • Allows the TGU to make changes where possible to improve the experiences of being a service-user of the TGU. Next Steps: • Survey modified to ensure levels of satisfaction are measured as opposed to amount of knowledge. • Questions relating to externally contracted services need to be reviewed. • Follow set Action Plan. • Continue to assess annually.

20. Thank You! • For further information, please contact: • Lona Lockerbie (Service Line Lead for Psychological Practice - lona.lockerbie@kmpt.nhs.uk) • Rachel Quinn (Assistant Psychologist - rachel.quinn@kmpt.nhs.uk) • Trevor Gibbens Unit, Hermitage Lane, Maidstone, Kent, ME16 9PH, UK