Minutes from the Trust Wide Patientand Carer Experience Group (TWPEG)

Tuesday 3January, 11:00am –1:00pm

Small Board Room, Eastern and Coastal Area Offices,

Littlebourne Road, Canterbury CT1 1AZ

Members:

Janet Lloyd(JL) ChairPatient, Public and Community Involvement Manager

Kelly August (KA1)Communications and Engagement Manager

Kathryn Ayles (KA2) Service Line Lead for Allied Health Professions FSSL

Teresa Barker (TB) Assistant Director for West Kent Acute and Liaison Psychiatry County Wide

Mick Curtin (MC)CPA Compliance and Development Manager

Nick Dent (ND)Patient Experience Team Manager

Lucie Duncan (LD)AHP Lead for Community Recovery Service Line

Lori Eden (LE)Patient Experience Coordinator EK

Reinhard Guss (RG)Consultant Clinical Psychologist

David Hough (DH2)Swale User Representation Forum (SURF)

Dawn Hyde (DH1)Carer & KMPT Volunteer

Louise Jessup (LJ)Peer Support Lead

Nigel Jacobs (NJ)Family Inclusion Project Lead

Heather Newnham (HN)Associate Hospital Managers

David Stedman (DS)Chaplain

Administration:

Fiona Morrissey (FM)Patient Experience Admin Support

Apologies:

Mary Mumvuri (MM)Executive Director of Nursing and Governance (Chair)

Donna Eldridge (DE) Deputy Director of Nursing and Governance

Kamila Lobuzinska (KL)Patient, Public and Community Involvement Administrator

Amanda Hatfield-Tugwell (AHT)Older Adult Acute In-patient Service Manager

Jane Knox (JK)ICT Communications & Engagement Lead

Guy Powell (GP)CPA Compliance and Development Manager

Debra Carson (DC) Associate Director of Transformation

Lou Bean (LB) Clinical Audit and Effectiveness Manager

Audrey Quansahabakah (AQA)Equality and Diversity Manager

Sandra Hall (SH)Voluntary Services Manager

Natalie Livesey (NL)Peer Support Lead - KMPT

Tracey Dixon-Carter (TDC)Senior Occupational Therapist

Phil Smith (PS)MCA Lead, Safeguarding Team

Pam Wooding (PW)Recovery Practice Lead

Mandy Arnatt (MA)Head of Site Services

Vanessa Rank (VR)Site Management

Theresa Oliver (TO) HealthWatch

Reference: Agenda item:
TWP&CEG16/17-92 Welcome and introduction

92.1The chairman welcomed members of the meeting;

TWP&CEG 16/17-93 Apologies for absence

93.1Apologies for absence were received as noted above

TWP&CEG 16/17-94 Minutes of the previous meeting

94.1The minutes of the last meeting were approved.

TWP&CEG 16/17-95 Matters arising and Outstanding Actions from the Last Meeting

95.1 Outstanding actions from the last meeting are as follows;

  • March Item 6.3 – Patient Transport Policy – Stephanie Taylor (ST): awaiting clarification on the secure transport provider; the interim draft policy sent to the group for virtual ratification ACTION ALL
  • August 16/17-41 – Chaperone policy – poster shared with the group
  • September 16/17-53 - Accessible Information Policy - formatting completed
  • November 16/17-73 - Service line action plans - Task and Finish Group will review action plans and identify the elements they will work on first; action plan will be reviewed during the next meeting – completed
  • November 16/17-75 – TWPCEG Terms of Reference – KL to send draft ToR for review and comments – completed
  • November 16/17-76 - Reception areas - Discussion around line management of receptions, image (uniforms with KMPT logo), recruitment and training package for staff in receptions; ACTION JL/Debbie Bray
  • November 16/17-77 – Community Engagement Strategy 2016-2020 –documents sent for review and comments; it has been virtually agreed; MM requested that formatting be changed ACTION JL/ND/AQA
  • November 16/17-81 - Mental Capacity Act Policy and Guidelines – draft documents shared with the group for review and comments; it has been virtual ratified – completed
  • November 16/17-82 – PLACE report – report presented to the Board – has not gone to board KA1 to check ACTION KA1
  • November 16/17-82 – Dates of TWPCEG sent to the group – completed

TWP&CEG 16/17-96 Service line action plans – way forward

96.1 MM happy with the format of the action plan but asked that 3 items from the results of the National Patient Survey be prioritise.

  • Comprehensive needs assessment
  • Support and wellbeing, looking at physical health
  • Care planning

96.2 Acute Service Line - TB

  • Will to focus on information on medication
  • DH2,discussed a recent Patient Experience of breakdown in communication over medication; his GP appointment led to an unclear end. ACTION LJ to consult with social work training LD to bring transfer of care protocol to next meeting.
  • TB discussed what the Acute Service Line are doing in relation to Care planning:Five headings for a care plan; named nurse is now called a key worker. ASL now has meetings are called Quality Care Planning Groups which are multi-disciplinary and help changes happen faster.

96.3FASSL – KA2 gave the meeting a comprehensive presentation

  • Focused on positive practice. The new care plan format has been added to Rio which may impact on improvements in care planning. TB suggested that we need to be aware of historical care plans ensuring continuity. LJ stated that there is a problem with service usershaving too many care plans when they are in the community.MC as CPA Lead needs to be involved.Action LJ to discuss with MC
  • TB stated that the CPA should sit with care coordinator
  • TB felt it would be helpful to look at the issue with service users and carers ‘what is their experience of care plans’? An audit to be carried out‘assessed through the eyes of the patient’ACTION TB

96.4 OA - RG

  • RG, OA started in June 2016 with new CP format and training. In November was changed on RIO. Dan Stark is doing work around quality of care plans. Lovely feedback from patients on the care plan.
  • JL, share RG document with notes when they go out. ACTIONKL

96.4 CRSL – LD

  • There is to be Care Planning Training this week; LJ asked if this replaces the training Mike Curtin carries out and LD confirmed that it does. Some new staff said they don’t know what to offer people in their care plan. LD stated thatperson centred recovery goal is key;Rob Smale an Expert by Experience will be evaluating the training and carry out an audit.

TWP&CEG 16/17-97 Interpretation and Translation Policy

97.1 Emma Heard sent comments through to AQA. JL, we can do this one virtually. DH1,has raised issues ACTION JL/AQA

TWP&CEG 16/17-98 Person Centred Care Planning

98.1 MC, Abbreviated report presented. Good work across the trust. Audit results are that SU experience is still not positive, but aiming to improve, aware and working on. RIO care plan has had positive impact however frameworks and guidance for staff are still evolving. The changeover has impacted on audit scores and leaflets have been produced for staff which include prompts on using the new format. JL asked will there be consultation with all service lines. Issues raised around consultant’s sending letters to GP’s rather than directly to the patient copied to GP. ACTION JL to discuss with Catherine Kinane

TWP&CEG 16/17-99 Customer Information Policy

99.1KA1 felt that time was needed to assess the policy effectively.

ACTION ALL to send comments to KA1 within two weeks.

TWP&CEG 16/17-100 Patient Experience Report

100.1 LE, Patient Experience Report comprises the Complaints, compliments, feedback received via Friends & Family Test (FFT) questionnaire, Kinda Magic survey and comments posted on NHS Choices on Patient opinions along with any actions taken in response to these.

  • The number of complaints has increased
  • Information needs to be provided to help manage expectations of patients from the service
  • There is a lack of communication over venues and locations. LD, we are reviewing this with new maps
  • LE, slow appointment times. Global learning needed
  • Web Datix on hold
  • Medical complaints
  • CRSL spotlight on complaints training
  • Monitoring and learning
  • Support for staff who are complained about
  • Analysis of Kinda Magic flagged up issues forChartwell

TWP&CEG 16/17-101 Chaplaincy

101.1 DS, New Strategy document, draft available for comment by email. Corporate Responsibilities for Pastoral, Spiritual and Religious Care as agreed at December team meeting, available for information

  • Caring for the Spirit on Samphire, part of the policy is to enable staff to also support spiritual care and a group has been started on Samphire Ward
  • Ted Hurst, Dartford Chaplain, has reduced his hours

TWP&CEG 16/17-102 Associate Hospital Managers Report

102.1 HN stated that the Associate Hospital Managers would be very pleased to hear about the care plans because it influences sections. ActionJLto discuss an individual case withSafety Lead

TWP&CEG 16/17-103 Voluntary services update

103.1 Not present

TWP&CEG 16/17-104 Peer Support update

104.1LJ stated that there was an evaluation of Peer Support underway:The team are also reviewing the Recovery Pack particularly as the same pack across trust is desirable.

TWP&CEG 16/17-105 Health Watch Kent

105.1Not present

TWP&CEG 16/17-106 Any Other Business

106.1 None

TWP&CEG 16/17-107 Date of next TWPEG meetings

107.1 The next meeting to be held from 11:00am to 1:00pm on Tuesday, 7th March in Small Boardroom, Eastern & Coastal Area Offices, Littlebourne Road, Canterbury, Kent CT1 1AZ.

107.2 A quorum shall be six members. Two out of the four Service Line Representatives need to be available. Service Line Leads to ensure that representation is provided in their absence.

TWP&CEG 16/17-108 Patient Reported Experience Measures (PREM)

108.1ActionLD to report in March

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