Service User & Carer Involvement Plan

Transcription

1 Service User & Carer Plan March 2018 Authored by South West London St George s Mental Health Trust s service users and carers Authors Authored by South West London St George s Mental Health Trust s service users and carers and staff Executive sponsor Vanessa Ford Scrutiny pathway Quality & Safety Assurance Committee and Senior Management Transparency Public Version 3.0 1

2 Table of Contents 1. Executive Summary What is the Plan? What will the Plan achieve, deliver and measure? Delivery of the Plan How will we govern the delivery of the Plan? Milestone Plan Action Plan: How will we achieve our vision? Annex 1: Historic service user and carer input to the development of this Plan Annex 2: Who has been involved?

3 1. Executive Summary Background South West London St George s Mental Health Trust has a range of initiatives which promote the involvement of service users and carers within the organisation. As a Trust we place huge value on the insight, energy and time of our service users and carers friends and family and are committed to creating the optimal environment for them to get involved in the activities and day to day running of the Trust. Our service users and carers, friends and family, and staff, have told us that there is much more that we can do. Service users, carers, friends and family and staff have come together to co produce an Plan. Our Plan The vision for involvement is that we create a: A collaborative and structured approach to service user and carer family and friends involvement ensuring there are a range of opportunities within the Trust to support service developments and the improvement to the day to day running of Trust services. The objectives of the Plan are: Changing our culture Service user and carer involvement is embedded in all areas of the Trust and is meaningful and rewarding for those involved Increasing service user and carer influence and control Service users and carers are involved and influence service improvement and development and governance activities across the Trust Providing personal opportunities Service users and carers undertake a range of accessible roles and opportunities across Trust improvement and development activities, with opportunities to grow, develop and build new skills Extending our reach Service user and carer cohort that reflects the population that the Trust serves and involvement without exclusion 3

4 What will the Plan deliver? Year One Set as 2 year corporate objective and build supporting business case. Support and underpin triangle of care 1. Build ownership for and awareness of the Plan 2. Increase number and diversity of service users and carers involved in Trust activities ( by improving recruitment / awareness of register). 3. Refresh Service User and Carer Register and recruit more service users and carers 4. Design service user and carer, and staff, training based on clear roles and clear processes for involvement 5. Develop staff awareness training to ensure staff signpost opportunities for involvement to service users and carers, how to get people involved / to work alongside them 6. Pilot a new approach in service user and carer involvement in interviewing staff and ensure consistency across the organisation 7. Define clear governance structures and approach to support deliverables 8. Review progress and evolve the plan Year Two 1. Training for service users on involvement roles 2. Continue to Increase number and diversity of service users and carers involved in Trust activities, focus on hard to reach groups 3. Deliver staff awareness training and training through induction for new starters 4. Involve service users and carers in interviewing for roles, the development of business cases and service development and improvement 5. Develop mutual feedback processes 6. Review progress and evolve the plan through the plan Implementation group 7. Maintain robust governance 2020 onwards 1. Review progress and evolve the plan Continue to increase number and diversity of service users and carers involved in Trust activities, focus on hard to reach groups 2. Maintain routine service user and carer and staff training 3. Maintain involvement of service users and carers in interviewing for key roles, the development of business cases and service development and improvement 4. Review success of service user and carer involvement in interviews and consider wider rollout 4

5 Who will deliver the Plan? Service users and carers will continue to support and be involved in Trust activities, working with us to deliver this plan and continue to improve the way we support service users and carers to get and stay involved Service Lines will support service users and carers to be routinely involved in: 1. all service development and quality improvement projects 2. all clinical appointments, starting with band 6 and above and building on this over the 2 year implementation. 3. all business cases 4. governance meetings, panels and project and programme boards Service users and carers must be involved in all of the elements outlined above, without exclusion. Any area of exclusion will need to be signed off by a Clinical Director. The Senior Management and Trust Board will lead the organisation through the cultural change and hold the Trust and its staff to account for the delivery of the Plan will continue to support service users and carers to get and stay involved, and staff and the Trust to implement this Plan. What will we be measuring to understand whether we re delivering our vision? We will implement a rigorous monitoring regime and will be using key quantitative and qualitative indicators to identify whether or not we are succeeding in the delivery of our vision. These include quantitative and qualitative measures, including: 1. Number and diversity of service users and carers actively involved in the delivery of different activities across the Trust 2. The experiences of service users and carers of involvement in Trust activities and their perspectives on whether they feel they have influence and control and that the activities are contributing to their personal development 3. Staff and Trust involvement survey to establish degree to which there has been a cultural change 5

6 2. What is the Plan? In this section of the Plan you will find: Background to the development of the Plan, including national and local frameworks and good practice What is the Plan and what will it deliver? Who has developed the Plan? The content of the Plan Background South West London St George s Mental Health Trust has a range of initiatives which promote the involvement of service users and carers within the organisation. As a Trust we place huge value on the insight, energy and resources of our active service users and carers and are committed to creating the optimal environment for them to get involved in the activities and day to day running of the Trust. The NHS Constitution sets out the principles and values of the NHS in England and details the rights of patients, the public and staff. It also details the pledges and commitments of the NHS and the responsibilities that patients, staff and the public have in order to ensure that it operates effectively. The Constitution states: You have the right to be involved, directly or through representatives, in the planning of healthcare services commissioned by NHS bodies, the development and consideration of proposals for changes, in the way those services are provided, and in decisions to be made affecting the operation of those services. (Section 3a of the NHS Constitution) We know that national policy and good practice in mental health and wider care services suggest that it is best practice for service users and their carers should be given the opportunity to feed back about their experiences of using the service, and their feedback is used to improve the service 1 and acknowledge that there are useful frameworks that can be adopted, such as the Ladder of Participation and Triangle of Care outlined below. 1 Royal College of Psychiatrists Accreditation for Community Mental Health Services Standards for Community-Based Mental Health Services (Editors: Jen Perry, Lucy Palmer, Peter Thompson, Adrian Worrall, Jane Chittenden, Matt Bonnamy Code: CCQI201 ) 6

7 Ladder of participation 2 We have used this framework in the design and development of the Plan. Triangle of Care The Trust has actively adopted the Triangle of Care guidelines underpinning good practice in working with carers and service users and supports opportunities to increasingly engage with carers. It raises the profile of carer opportunities within the Trust and ensures clarity for working with carers. The Trust is refreshing the Triangle of Care initiative and has a group of staff, carers, local carer organisations and service users working together to ensure it reaches the standard to obtain Stage Two of the Carers Trust Membership Scheme. The Plan incorporates the Triangle of Care principles in its measurable objectives and offers opportunities for carers experiences and feedback to be considered within the Trust. Local good practice We also know that our service users and carers already shape the way services are designed, run and governed on a daily basis and that we have much to learn from these examples of good practice that already exist within the Trust. Each initiative involved service users and carers working alongside Trust staff to co-design and co-produce and shape the development and delivery of our services to the highest standards. 2 Think Local Act Personal a national co-production advisory group 7

8 These examples include: The Recovery College and Recovery Cafes and the Street Triage initiative Phoenix and Crocus ward re-developments and opening of the Lotus Assessment Unit Forensic services the Voice peer led group and Forensic Recovery College Workshops Community Services Early Intervention Service design and service user and carer stories being used during staff training 15-Steps Children and Adolescent Mental Health Services out-patient waiting room redesign project and participation group involvement and Activity Days Children and Adolescent Mental Health Services Band 5 interviews, service user involvement including in the development of questions Co-chairing of the Learning Disability Conference by a service user Aging and cognition services - the implementation of Trust-wide Easy Read document, driven by service user and carer feedback Committee representation - representation on a number of our governing bodies and committees including: o Quality & Safety Assurance Committee o Trust Board o Design Authority Group o Physical Health Committee Quality Improvement projects This is not an exhaustive list. Our service users and carers, and staff, have told us that there is much more that we can do. There are also a clear set of benefits to service users, carers, staff and the Trust for setting out an ambitious vision for involvement, including: Helps to improve health and wellbeing of those involved and achieve better outcomes Changes health professionals' attitudes, values and beliefs about the value of user involvement Ensures the Trust is developing projects and services that respond to local needs and will innovate Leads to improved experiences and positive feedback from service users and carers Trusts with proactive service user and carer involvement are in the percentage who gain Outstanding in CQC inspections What is the Plan and what will it deliver? In 2017 and under the leadership of the Director of Nursing, the Trust invested in the development of a new Plan. The Plan will be implemented over a two-year period This Plan: - sets out a clear vision, set of objectives, plan and key measurables for the involvement of service users and carers in the running of the Trust for the next two years, without exclusion - is co-designed and co-produced, providing an example of how these approaches drive the highest of standards 8

9 - builds on our track record of service user and carer involvement, including the Triangle of Care - sets out the Trust s corporate objective on service user and carer involvement - builds on national guidance on involvement and good practice - strikes a balance between ambition and realism - is simple and focused, and applies equally to all parts of the trust setting out core standards and ensuring service user and carer involvement is embedded within the Trust values and that there are no areas of exclusion by service or on a personal level - provides a clear structure of how service user and carer involvement will work across the Trust including the development of a range of roles and clarity about how they link to the organisation - defines the appropriate resources to support and facilitate service user and carer involvement within the Trust - is action oriented - is measurable and will be monitored by the Trust leadership - defines a clear governance structure that supports service user and carer involvement - will evolve under the guidance of and feedback from our service users and carers Who has developed the Plan? The Plan has been developed by the service users and carers of our Trust. They have shaped it, drafted elements, participated in workshops and provided ongoing feedback to ensure that this is a document that is theirs. Outlined below we describe in more detail the roles of the key groups that have contributed. What Role Who When Service User and Carer Task & Finish Group Service User & Carer Task & Finish Group Sub- Group Director of Nursing Quality Governance Group Produce an Plan that would set out the next steps for the organisation Would work on specific tasks between meetings to ensure the plan was developed within the agreed timeframe Chaired by the Head of Therapies Representation from governance, the, senior staff from each service line, Head of Recovery, service user and carer representatives from each borough Chaired by the Head of Therapies Representation from governance, the, Head of Recovery and three service users/carers nominated by the Task & Finish Group to work up the detail Project sponsor To provide guidance on the purpose and scope of the Plan To provide feedback through its development To act as a leadership champion for its adoption and implementation Project governance To review and approve the Plan 9 Monthly from August 2017 September to December 2017 Ongoing Ongoing

10 What Role Who When Attain Advisory support Critical friend in producing the Plan to ensure that it is fit for purpose October 2017 to March 2018 The content of the Plan In this report you will find the following: - Vision, corporate objective and Plan objectives what we want to achieve - The responsibilities of those delivering the Plan - The governance arrangements for the Plan - Milestone Plan - Action Plans how will we achieve our vision 2018/19, 2019/20 and 2020 onwards - The financial implications of the Plan - Annex 1 historic input of service users and carers in to the development of this Plan - Annex 2 the names of those involved in developing the Plan 10

11 3. What will the Plan achieve, deliver and measure? In this section of the Plan you will find: - The vision for service user and carer involvement in Trust activities - The Trust s corporate objective, against which progress will be monitored - The objectives of the Plan - A summary of the key actions, activities and measurables required to deliver the objectives In the following two sections of this Plan (Milestone Plan and Action Plans), these actions and activities have been broken down into what needs to be delivered across 2018/19 and 2019/20 to ensure a realistic plan for delivery. Vision statement The vision for involvement of service users and carers in our Trust represents the collective consensus of service users and carers and staff who were members of the Task & Finish Group and their ambitions for service user and carer involvement. Our vision statement is: A collaborative and structured approach to service user and carer family and friends involvement ensuring there are a range of opportunities within the Trust to support service developments and the improvement to the day to day running of Trust services. Trust Corporate Objective The development of a Trust Corporate Objective, which will be implemented from April 2018, demonstrates the high level of commitment and endorsement of service user and carer involvement from the Trust. The objective will span the same two-year period of this plan, with the expectation that over this time that the involvement of service users and carers will become embedded and championed within all areas of the Trust and become part of the culture of the organisation. The Trust Corporate Objective will be: To deliver the co-produced involvement plan and co-production agenda Measures of success/ outcomes: a) Implementation of the coproduced involvement plan 2018/19 objectives b) New co-production and involvement strategy in place c) Specific outcomes from co-production project work delivered including improved access to family therapy and IAPT service (Wandsworth) d) Service users and carers involved in Trust activities report an improved experience. e)the number of people involved in involvement increases by 25% by year end This will also be supported by a Trust Quality Priority to be reported in the in Trust s public annual Quality Account Plan Objectives 11

12 The service user and carer Plan will support the Trust to achieve the following objectives: Support a change in the culture of the organisation (supported by a robust governance structure) to expect clear evidence of involvement at all levels of the Trust Increase the influence of service users and carers in designing and delivering our services Provide opportunities for service users and carers to develop their personal skills Deliver real and meaningful service user and carer involvement at every level in the organisation and from all parts of our community, extending our reach These are summarised in the diagram below. Our four objectives actions, activities and measurables Outlined in the four tables below are the actions and activities we will undertake to deliver our vision for the involvement of service users and carers, they also outline the quantitative and qualitative measurables. In the next chapter, we identify the detailed activities broken down across 2018/19 and 2019/20 with responsibilities, timescales and resource requirements. Objective 1: Changing our culture Cultural change is at the heart of the successful implementation of the Plan service user and carer representatives, leadership, management, staff at all levels and partners need to 12

13 understand and adopt this Plan in full. The first objective of the Plan is to take action to initiate, build and maintain this cultural change. Actions Activities across to deliver the objective Mobilising the leadership - Ratified through the Trust s Senior Management - Approved by QSAC (and onwards to board) - Attend the 2018 Leadership Conference - Identify Service User and Carer champions - Executive sponsor - Vanessa Ford - Identify Head of Service Line as operational lead - Monitor the achievement of the Trust corporate objective Developing a clear guide for service users and carers to get involved - Review and revise existing information on expectations of service users and carers time, reimbursement policies, tenure, commitment and the level of influence that parties will have in decision-making processes - Identify areas of exception, where it is not appropriate for service users and carers to be involved (these are expected to be very few and would need to be signed off by a Clinical Director) - Refresh the trust website to clarify the process - Produce clear leaflets / information that will be displayed / distributed to all service users & carers. Raising staff awareness of opportunities and expectations of service users and carers during induction and with training What we will measure to know whether or not we ve achieved cultural change? - Design training for staff, to include information on: o the opportunities for involvement of service users and cares accessing services o how to support service users and carers get involved (e.g. with interviewing, input to business cases) o how to create working environments and meeting environments where service user and carer representation is appropriate - Rollout training to staff - Incorporate the above training into the induction for all new starters (see below for more information on induction) - Design other awareness raising activities to ensure everyone is reached Quantifiable - Number of Service User and Carer champions identified and working actively across the Trust - Number of staff aware of how to get service users and carers involved in activities - Measure display and distribution of information leaflets on how to get involved Number of areas of exclusion Qualitative - Service user and carer awareness of the Trust s vision for involvement - Trust and staff awareness of the Trust s vision for involvement - Experience of service users and carers and staff of the culture of the Trust - Conversation shift from shall we have a service user involved to this being the standard trust way of working. How will we measure this? - SERVICE USER, CARER AND STAFF INVOLVEMENT SURVEY - DATA FROM THE SERVICE USER AND CARER REGISTER - SERVICE LINE DATA 13

14 Objective 2: Increasing service user and carer influence and control The Trust recognises the value and benefit of service user and carer experience and views, and how these can offer a lived perspective within discussions and decision-making processes. The detailed objectives and actions outlined below will provide service users and carers the opportunity influence the running of the Trust and design and delivery of services. Actions Routine involvement of service user and carers in the recruitment and induction of clinical and senior management roles Band 6 and above (in target areas during Year One. Pilot to be reviewed to establish success and whether it is appropriate for wider roll out) Routine service user and carer involvement in business case development Routine service user and carer involvement in service development and improvement What we will measure to establish whether service users and carers have increased influence and control? Activities across to deliver the objective - Develop protocols and training for service users and carers to be involved in the recruitment process - Develop a mutual feedback process to monitor the experience of service users and carers in interviews (service user or carer, staff and candidate) - Routine co-presentation of the Plan to new starters during induction, by a Service User and Carer Champion - Rollout service user and carer involvement in interviewing clinical and senior management roles - Develop Trust-wide Business Case template that includes a requirement to evidence meaningful service user and carer involvement - Embed governance processes at Programme and Trust level to monitor the involvement of service users and carers in the development of business cases - Development of universal templates to guide participation in meetings, interviews, workshops and any other involvement forums (e.g. Terms of Reference that reflects the needs of service users and carers) Quantifiable - Number of trust recruitment interviews with service user and carer involvement - Number of service users and carers actively involved in the development of business cases and service development - The number of hits and downloads of the information available on Trust website Qualitative - Awareness of service users and carers of how to get involved in opportunities - Awareness of staff of how to get involved in opportunities - Service user, carer and staff experience of service user and carer involvement in these activities, especially service user and carer reflections on their level of influence and control How will we measure this? - SERVICE USER AND CARER REGISTER DATA - SERVICE USER, CARER AND STAFF INVOLVEMENT SURVEY - SERVICE LINE DATA Objective 3: Providing personal opportunities A number of roles for service users and carer involvement across the Trust exist today these include roles on committees, interview panels and change programmes, and these occur at borough 14

15 and service line level as well as across the wider Trust. The objective of the Plan is to formalise these roles and provide structure and consistency to this and to provide clarification to service users, carers and staff. We want the opportunities and training we provide our service users to support their development as individuals, should this be an ambition for them too. Role pyramid During the development of the Plan, the Service User and Carer Task & Finish Group developed an overview of the types of roles that do and could exist for service users and carers. This offers a range of different opportunities for individuals to get involved, but also to develop personally. The roles are illustrated in the pyramid below with the pyramid shape being reflective of the numbers of individuals who are anticipated to be required to deliver these roles. As outlined in the actions and activities below, this will be built upon during the implementation phases of this Plan. Volunteering / peer employment Governance team member (project boards / programme boards / management teams / trust committees) Project team member (service development) Compliance assurance (15 Steps / CQR) Trainer (materials, delivery) inc Recovery College Interviewer (recruitment, procurement) Facilitator of workshops/focus groups/peer support Service or borough user group member Actions Define distinct roles and responsibilities for service users and carers Design and provide service user and carer training Embed a culture of reflection and learning What are we measuring to establish whether we have provided personal opportunities to service users and carers? Activities across to deliver the objective - Further develop the role pyramid with role descriptions - Determine the number of service users and carers required to deliver the roles (e.g. How many committees require service user and carer representation? How many interviewers will be required?) - Develop training for service users and carers to be able to fulfil the roles described in the role pyramid - Develop process through which service users and carers can give and receive feedback on their involvement Quantifiable - Number of service users and carers involved in the delivery of different roles - Number/types of roles available - Number/types of roles being accessed by services 15

16 Qualitative - Service user, carer and staff experience of service user and carer involvement in the delivery of these roles and their perspectives on whether they are contributing to their personal development How will we measure this? - SERVICE USER AND CARER REGISTER DATA - SERVICE USER, CARER AND STAFF INVOLVEMENT SURVEY - SERVICE LINE DATA Objective 4: Extending our reach Our fourth objective is that we energise our current service users and carers and recruit more to help us deliver on this plan. Actions Increase the number of service users and carers seeking to get involved Improve availability of relevant information held on service users and carers interested in getting involved Involve those who are hard to reach What are we measuring to establish whether we have extended our reach? Activities across to deliver the objective - Data cleanse of information available on active membership - Raise awareness of need for more service users and carers to get involved - Develop a recruitment process and promotional materials - Develop a Live register of service users and carers who have registered their interest in participating in Trust involvement and engagement activities - Understand gaps in service user and carer representation - Identify routes and mediums through which these gaps could be filled (e.g. community ambassadors) Quantifiable - Number and diversity of service users and carers on the register - Number of staff actively accessing the register - Amount of information distributed to service users and carers and hard to reach groups Qualitative - Experience of service users, carers and staff of the scale and diversity of service users and carers involved How will we measure this? - SERVICE USER AND CARER REGISTER DATA - SERVICE USER, CARER AND STAFF INVOLVEMENT SURVEY - SERVICE LINE DATA 16

17 4. Delivery of the Plan In this section of the Plan you will find: - A description of the roles and responsibilities of the delivery groups required to implement the Plan - Structure of the - This is being developed into a full support business case (See paper XX) - Outlined in the table below is a clear set of responsibilities for each of the groups involved in the delivery of the Plan. Who Universal actions Specific actions Service users and carers Service Lines - Champion the delivery of the Plan - Actively implement the Plan - Integrate the vision and objectives of this plan into day to day work - support service users and carers to get involved and with their involvement with the Trust Implementation Group Staff Service User and Carer Champions Borough-based service user and carer groups The (see proposed structure below) Senior Management Corporate Services - To continue to work alongside the Trust in the delivery of its activities - To operate on a two-year tenure of involvement, with the opportunity to refresh thereafter, in review with the Support service users and carers to be routinely involved in: 1. all service development and quality improvement projects 2. all Band 6 and above appointments 3. all business cases 4. governance meetings, panels, project and programme boards Service users and carers must be involved in all of the elements outlined above, without exclusion. Any area of exclusion will need to be signed off by a Clinical Director. Service lines will routinely report on involvement in these activities through the normal routes. This is described in more detail in the next section of this Plan. - To support the development of the actions identified in this Plan and the - Act as a critical friend to the - To act as champions for service user and carers and the ambition and vision of the Plan - Continue to provide a vital forum through which service users and carers can get involved in Trust business - Continue to support service users and carers with their involvement with the Trust - Actively seek more service users and carers to get involved with the Trust - Seek service user and carer input to their projects and day to day work, where appropriate - Responsibility for the delivery of the Plan - Supervision of service user and carer involvement - Support to service user and carer groups, service lines and the Senior Management - Champion the delivery of the Plan - Cascade the ambition and actions through the Trust - Accountability for the delivery of the Plan - Support the and service users and 17

18 Who Universal actions Specific actions carers and the wider organisation to implement the Plan, with particular input from the HR and Governance s - Supervision of service user and carer involvement Structure of the The is currently made up of two staff and reports directly into the Head of Governance with professional support from Head of Therapies, the service is overseen by the Director of Nursing and Quality. The Trust Co-Production Lead, who reports to the Strategy & Commercial Director has responsibilities directly aligned to this agenda. We propose a review of how and Co-production teams can work jointly to deliver the objectives, actions and activities outlined in this plan. Their responsibilities will include facilitating the Implementation Group and liaising with and supporting the service lines, borough service user and carer groups, wider Trust staff and the Trust s Senior Management to deliver this plan. 18

19 19

20 5. How will we govern the delivery of the Plan? In this section of the Plan you will find: - An introduction to how the Plan will be governed and delivered - A description of the governance of the plan and roles and responsibilities for different groups - Structure of the It is important to ensure that the Plan is adequately resourced and governed. The relationships between the different governance groups is described in the diagram below, alongside the reporting structures for the groups responsible for the delivery of the Plan. Both are described in more detail in the table below. Measuring and governing delivery of the Plan The delivery and achievement of the Plan s objectives and key milestones will be reviewed regularly by a number of groups within the Trust, outlined in the table below. Who What Number of service users and carers involved Implementation Group and Service User and Carer Champions Service Lines and Service Line Review Groups - Review progress in the delivery and impact of the Plan - Evolve the plan to reflect learning - Held to account through the existing governance structures (Quality Governance Group) on delivery against the plan 20 How often? 10 Monthly (bimonthly in Year 2) 2 per Service Line Review Group Monthly service line meetings

21 Who What Number of service users and carers involved - Suggest elements of the plan that that may require review, revision or addition to reflect learning Quality & Safety Assurance Committee Quality Governance Group Trust Board - To review an assurance report on delivery and impact of the Plan, ensuring key milestones are achieved and any blocks are removed - Suggest elements of the plan that that may require review, revision or addition to reflect learning - Measure service line achievements - Holding Service Lines to account - Calling out areas of good practice - Making suggestions for areas for improvement - Receive a summary report of progress of delivery and impact of actions included in the Plan - Suggest elements of the plan that that may require review, revision or addition to reflect learning How often? 2 Monthly 2 Monthly 1 Bi-annually Summary of the measurables Below is a summary of the measurables against which the above governance groups will be measuring the successful delivery of this Plan Objective Quantifiable measure Qualitative measures Changing our culture - Number of Service User and Carer champions identified and working actively across the Trust - Number of staff aware of how to get service users and carers involved in activities - Measure display and distribution of information leaflets on how to get involved Number of areas of exclusion - Service user and carer awareness of the Trust s vision for involvement - Trust and staff awareness of the Trust s vision for involvement - Experience of service user and carers and staff of the culture of the Trust Increasing service user and carer influence and control - Number of trust recruitment interviews with service user and carer involvement - Number of service users and carers actively involved in the development of business cases and service development - The number of hits and downloads of the information available on Trust website - Awareness of service users and carers of how to get involved in opportunities - Awareness of staff of how to get involved in opportunities - Service user, carer and staff experience of service user and carer involvement in these activities, especially service user and carer reflections on their level of influence and control 21

22 Objective Quantifiable measure Qualitative measures Providing personal opportunities - Number of service users and carers involved in the delivery of different roles - Number/types of roles available - Number/types of roles being accessed by services - Service user, carer and staff experience of service user and carer involvement in the delivery of these roles and their perspectives on whether they are contributing to their personal development Extending our reach - Number and diversity of service users and carers on the register - Number of staff actively accessing the register - Amount of information distributed to service users and carers and hard to reach groups - Experience of service users, carers and staff of the scale and diversity of service users and carers involved 22

23 6. Milestone Plan In this diagram we illustrate the major milestones for the delivery of the Plan 23

24 7. Action Plan: How will we achieve our vision? As described earlier in the Plan, the timescales for the implementation of this Plan is two years, with an anticipation that the work will continue thereafter. Outlined below are three action plans: Year One 2018/19 o Year One 2018/19 o Year Two 2019/20 o 2020 onwards Actions Activities Who When Measurable Resource Objective 1: Changing our culture Mobilise the leadership - Brief Trust Board and Senior Management - Identify Service User and Carer champions and Senior Management sponsor - Monitor the achievement of the Trust Corporate Objective Vanessa Ford End of Q1 2018/19 Ongoing Develop a clear guide for service users and carers to get involved Raise staff awareness of opportunities and expectations of service users and carers during - Review, revise and reissue existing information on expectations of service users and carers - Design a formal launch event for May 2018, for service users and carers and staff - Test training for interviewing skills on limited number of service users and carers - Share Plan with all staff through intranet, at team meetings and other key meetings - Design a formal launch event for May (overseen by Head of Therapies) (overseen by Head of 24 End of Q2 2018/19 End of Q1 2018/19 - Number of Service User and Carer champions identified and working actively across the Trust - Number of staff aware of how to get service users and carers involved in activities - Measure display and distribution of information leaflets on how to get involved Number of areas of exclusion - Service user and carer awareness of the Trust s vision for involvement - Trust and staff awareness of the Trust s vision for involvement - Experience of service user and carers and staff of the culture of the Trust - Vanessa Ford s time (no additional cost) - time (no additional cost) - Approx: 1500 to run a launch event on site at Springfield hospital site (see below for more detail) - and HR time (no additional cost)

25 Actions Activities Who When Measurable Resource induction and with training 2018, for service users and carers and staff - Design training for staff Therapies) and HR End of Q4 2018/19 - Approx: 1,000 (see above and below for more detail) Objective 2: Increasing service user and carer influence and control Routine involvement of service user and carers in the recruitment and induction of clinical and senior management roles (to be reviewed in coming years to establish success and whether it is appropriate for wider roll out) Routine service user and carer involvement in business case development Routine service user and carer involvement in service development and improvement - Develop protocols and training for service users and carers to be involved in recruitment - Routine co-presentation of the Plan to new starters during induction - Pilot the involvement of service users and carers at a limited number of interviews 25 interviews in total - Develop more specific & measurable service user & carer involvement page as part of Business Case Template - Embed governance processes at Programme and Trust level to monitor involvement - Encourage more involvement from service users and carers - Develop universal templates to outline service user and carer participation in involvement activities - Encourage more involvement from service users and carers (overseen by Head of Therapies) and HR Corporate Governance and Service Lines (overseen by Head of Therapies), HR, Governance and Service Lines End of Q2 2018/19 End of Q2 2018/19 End of Q4 2018/19 End of Q2 2018/19 End of Q3 2018/19 Objective 3: Providing personal opportunities - Number of trust recruitment interviews with service user and carer involvement - Number of service users and carers actively involved in the development of business cases and service development - The number of hits and downloads of the information available on Trust website - Awareness of service users and carers of how to get involved in opportunities - Awareness of staff of how to get involved in opportunities - Service user, carer and staff experience of service user and carer involvement in these activities, especially service user and carer reflections on their level of influence and control - and HR time (no additional cost) - Service user and carer 10ph (see below) - Corporate Governance and Service Lines (no additional cost) - Additional input from service users and 10ph (see below) - and Service Lines, HR and Governance (no additional cost) - Additional input from service users and 10ph (see below) 25

26 Actions Activities Who When Measurable Resource Define distinct roles and responsibilities for service users and carers End of Q4 2018/19 Design and provide service user and carer training Increase the number of service users and carers seeking to get involved Improve availability of relevant information held on service users and carers interested in getting involved Involve those who are hard to reach - Further develop the role pyramid - Determine the number of service users and carers required to deliver each role - Develop training for service users and carers to be able to fulfil the high priority roles in the pyramid (those where large numbers are required) - Data cleanse of information available on active service user and carer representatives - Raise awareness of need for more service users and carers to get involved with staff and service users and carers - Develop a recruitment process and promotional materials - Develop a Live register of service users and carers - Understand gaps in service user and carer representation (overseen by Head of Therapies) and HR (overseen by Head of Therapies) and HR End of Q4 2018/19 Objective 4: Extending our reach End of Q2 2018/19 (overseen by Head of Ongoing Therapies), Service Lines and HR End of Q3 (overseen by Head of Therapies) and Governance (overseen 2018/19 End of Q2 2018/19 End of Q4 2018/19 - Number of service users and carers involved in the delivery of different roles - Number/types of roles available - Number/types of roles being accessed by services - Service user, carer and staff experience of service user and carer involvement in the delivery of these roles and their perspectives on whether they are contributing to their personal development - Number and diversity of service users and carers on the register - Number of staff actively accessing the register - Amount of information distributed to service users and carers and hard to reach groups - Experience of service users, carers and staff of the scale and diversity of service users and carers involved - and Training & Development Department time (no additional cost) - and Training & Development Department time (no additional cost) - Improvement with limited input from someone with Business Information expertise - Printing of promotional materials: Approx: Additional input from service users and 10ph (see below) - and HR time (no additional cost) - Input from Business Information function (e.g. 5 days to develop new Register) - and HR time (no additional cost) 26

27 Actions Activities Who When Measurable Resource by Head of Therapies) and Service Lines Year Two 2019/2020 Actions Activities Who When Measurable Resource Objective 1: Changing our culture Mobilise the leadership - Monitor the achievement of the Trust Trust Board Ongoing - Number of Service User and - None Develop a clear guide for service users and carers to Corporate Objective - Continue to keep documents up to date as implementation of the Ongoing Carer champions identified and working actively across the Trust get involved Plan evolves (overseen by - Number of staff aware of how Head of to get service users and carers Raise staff awareness of opportunities and expectations of service users and carers during - Deliver training for staff - Incorporate the above training into the induction for all new starters Therapies) (overseen by Head of End of Q4 2019/20 involved in activities - Measure display and distribution of information leaflets on how to get involved Number of areas of exclusion induction and with training Therapies) and - Service user and carer HR awareness of the Trust s vision for involvement - Trust and staff awareness of the Trust s vision for involvement - Experience of service user and carers and staff of the culture of the Trust Routine involvement of service user and carers in the recruitment and - Rollout service user and carer involvement in interviewing clinical and senior management roles Objective 2: Increasing service user and carer influence and control Routinely from Q1 (overseen by and - Number of trust recruitment interviews with service user and carer involvement - time (no additional cost) - and HR time (no additional cost) - Extraction of staff from core service delivery - and HR time (no additional cost) 27

28 Actions Activities Who When Measurable Resource induction of clinical and ongoing senior management roles Routine service user and carer involvement in business case development Routine service user and carer involvement in service development and improvement Define distinct roles and responsibilities for service users and carers Design and provide service user and carer training Embed a culture of reflection and learning approximately 150 interviews - Develop a mutual feedback process - Set a key performance indicator for the level of involvement in interviews - Actively involve service users and carers in all business cases - Set a key performance indicator for the level of involvement in business cases - Actively involve service users and carers in service development and improvement - Set a key performance indicator for the level of involvement in service development and improvement - Rollout and publish information about the role pyramid and actively seek to recruit services users and carers to these roles - Ensure promotional material about opportunities are visible / distributed to service user and carers on admission / entrance to services - Deliver training for service users and carers to be able to fulfil the high priority roles in the pyramid (those where large numbers are required) - Develop process through which service users and carers can give and receive Head of Therapies) and HR Corporate Governance and Service Lines (overseen by Head of Therapies) and HR Routinely from Q1 and ongoing Routinely from Q1 and ongoing Objective 3: Providing personal opportunities Routinely from Q1 (overseen by and Head of ongoing Therapies) and all staff (overseen by Head of Therapies) (overseen End of Q4 2018/19 Q2 2019/20 - Number of service users and carers actively involved in the development of business cases and service development - The number of hits and downloads of the information available on Trust website - Awareness of service users and carers of how to get involved in opportunities - Awareness of staff of how to get involved in opportunities - Service user, carer and staff experience of service user and carer involvement in these activities, especially service user and carer reflections on their level of influence and control - Number of service users and carers involved in the delivery of different roles - Number/types of roles available - Number/types of roles being accessed by services - Service user, carer and staff experience of service user and carer involvement in the delivery of these roles and their perspectives on whether they are contributing to their personal development - Service user and carer 10ph - Additional service user and carer 10ph - Additional service user and carer 10ph - time (no additional cost) - (no additional cost) - time (no additional cost) 28

29 Actions Activities Who When Measurable Resource feedback on their involvement by Head of Therapies) Objective 4: Extending our reach Increase the number of Ongoing service users and carers seeking to get involved Improve availability of relevant information held on service users and carers interested in getting involved Involve those who are hard to reach - Actively recruit new service users and carers to get involved with the Trust - Ensure promotional material about opportunities are visible / distributed to service users and carers on admission / entrance to services - - Maintain live register of service users and carers - Actively seek new service users and carers from hard to reach groups (overseen by Head of Therapies) and wider Trust staff (overseen by Head of Therapies) (overseen by Head of Therapies) Ongoing Ongoing - Number and diversity of service users and carers on the register - Number of staff actively accessing the register - Amount of information distributed to service users and carers and hard to reach groups - Experience of service users, carers and staff of the scale and diversity of service users and carers involved - All staff (no additional cost) - Additional service user and carer costs 2020 onwards Action Activity Responsibility Objective 1: Changing our culture Mobilise the leadership - Monitor the achievement of the Trust Corporate Trust Board and Senior Management Objective - Oversee the review and refresh (or rewrite) of the Plan Develop a clear guide for service users and carers to get involved - Review and revise existing information on transparency of expectations of service users and carers - Ensure Trust website contains information on getting involved and Communications 29

30 Action Activity Responsibility Raise staff awareness of opportunities and expectations of service users and carers during induction and with training - Maintain routine training and induction materials Objective 2: Increasing service user and carer influence and control Routine involvement of service user and carers in the recruitment and induction of clinical and senior management roles - Review success of service user and carer involvement in recruitment and consider wider rollout to different roles, HR and Service Lines Governing groups and committees and service users and carers Routine service user and carer involvement in business case development Routine service user and carer involvement in service development and improvement Define distinct roles and responsibilities for service users and carers Design and provide service user and carer training Embed a culture of reflection and learning Increase the number of service users and carers seeking to get involved Involve those who are hard to reach - Maintain input from service users and carers in business cases, evolve processes to make it effective as possible - Maintain input from service users and carers in service development and improvement, evolve processes to make it effective as possible Objective 3: Providing personal opportunities - Review the role pyramid to establish success and extent to which the register of service users and carers enables Trust to deliver these roles - Work with service users and carers to refine these roles - Review volunteering and employment pathways to link in with increasing service user and carer involvement - Ongoing training of service users and carers to be able to fulfil the roles described in the role pyramid - Ongoing feedback from and to service users and carers Objective 4: Extending our reach - Continue to recruit and attract new service users and carers to get involved in the Trust activities - Continue to try to reach hard to reach groups, learning from the previous two years and targeting those that are under-represented Service Lines and and service users and carers Service Lines and and service users and carers and service users and carers and service users and carers and service users and carers and service users and carers and service users and carers and Service User and Carer Champions 30

31 31

32 Annex 1: Historic service user and carer input to the development of this Plan 32

33 33