• Mystery Shoppers

• Customer care telephone calls

• Surveys and comment cards

• Patient stories

• Take it to the Top

• Friends and Family Test

• Face-to-face listening meetings with patients, staff and carers

• Annual planning events with local stakeholders

• Supper with consultants

Some ways we listen to people

Mystery Shopper initiative

By Karen Hussey

Associate Director of Engagement

Introduction • Underpins the way we work

• Strengthened by the Francis report and the constitution review

‘PUTTING THE PATIENT FIRST’

Listening to patients and their carers

has always been crucial to our aim to

provide top quality care

Six years of SEPT’s Mystery Shoppers - still going strong!

Launched in south Essex mental health services in 2007

Launched in Bedfordshire and Luton mental health services in 2010

Launched in south east Essex, Bedfordshire and Luton Community Health Services in 2012/13

Captures ‘real time’ feedback’

Uses face-to-face contact and telephone contact with SEPT staff

Mystery Shoppers report their experience using questionnaires or by talking to our Patient Experience Team

SEPT currently has 416 Mystery Shoppers

Our Mystery Shopper Initiative

Patient, carer and public engagement events

Take it to the Top meetings with Chair and Chief Executive

Outpatient clinics

Ward meetings

Foundation Trust Members’ meetings

Leaflets and posters

SEPT website

Who are our Mystery Shoppers? Real service users and carers recruited at:

What are they looking for?

Question Yes NO

Were you seen at the appointment time?

Were you informed that there would be a delay?

Were you given a reason for the delay?

Were you given an apology for the delay?

Did the clinical staff introduce themselves?

Were you treated with dignity and respect?

Were you given a copy of your care plan?

Question Yes No

Was your telephone call answered?

Were you asked to leave a message?

How long after did staff return your call?

In your view was this time acceptable?

Did you get the help or assistance you needed?

What are they looking for?

Sharing and learning are key to

making continuous improvements

Managers were asked Yes No N/A

Have you given mystery shopper feedback to your staff?

Have you shared general information from mystery shopper feedback with the wider team?

If mystery Shopper feedback indicated that staff needed to review their practice, have you monitored this?

Mystery Shopper Staff Audit

Staff were asked Yes No N/A

Have you received Mystery Shopper feedback from your line manager?

Please tell us what you thought about this

Did the feedback lead you to make any changes to your practice? Comment Examples: on reflection even though feedback was good it still acts as a reminder about importance of good standards It is good to receive feedback positive and negative to enhance development

Has your manager given you feedback on any changes in your practice?

Mystery Shopper Staff Audit

Listening is not enough, acting on

patient experience is essential

Don’t just take my word for it – see for yourselves how it works in real life!

We believe patients must come first

and care must be delivered by caring,

committed and compassionate staff

Thank You

With thanks to Milind Karale, Kay Sookun,

Mel Conway and Samuel Fuller

SEPT

Supper With

Consultants Dr. Joshua Westbury

Consultant Child and Adolescent Psychiatrist

Introduction

Who?

Why

?

Where?

How

?

Why?

Patient Revolution

NICE

Standards NHS

Constitution

Supper with Consultants

Why? Supper with Consultants helps :

• to build trust and confidence in the service

• to improve communication

• share information

• to keep Executive Team and Clinicians in

touch with ‘what it’s really like’

• patients and carers to shape the services

that they use

how it works

the SEPT way!

• Annual event (1 in Essex and Bedford)

• Informal discussion patients, consultants

and Chief Executive whilst having supper

• Ideas, issues and what’s working well is

captured

• Consultants take away actions as agreed

with Chief Executive

How?

• external venue

• 3 tables of 8

• 1 Rep from each table summarises

discussion

• 1 person feeds back to whole group

Issues raised

What’s working well

Ideas for improvement

what do staff do with feedback

small changes BIG impact

• changes made to the SEPT website

• information leaflet designed for patients about local

support services

• new information cards with details of choice and

medication website

• improvements made to waiting areas

• improvements with communicating delayed

appointment times and giving apologies

• consultants more aware of what matters to patients

• patients more aware of constraints that Doctors work

to (eg 6 month rotation)

Quotes From service users

• ‘excellent Event – very informative and I now

have much better understanding as to why I see

a different Doctor at appointments’

• ‘would be a good idea to do this with GPs’

• ‘SEPT are listening’

• ‘good idea to have a needs based service

instead of age defined services’

• ‘doctors are human and want to do a good job’

• ‘feel much more confident in talking with Dr’

Any questions?

Thank You