Contents€¦ · SSNMH Annual Survey Results 2016 Page 9 of 18 Results on SSNMH Performance Q11:...

SSNMH Annual Survey Results 2016

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South Staffordshire Network for Mental Health Annual Survey Results 2016 Contributions from Trudy Jones, Involvement Champion, Lorraine Price, Office Support and Keri Lawrence, Operations Manager

Contents Background ............................................................................................................................................. 2

Methodology ........................................................................................................................................... 3

Results ..................................................................................................................................................... 3

Demographic Results .......................................................................................................................... 4

Questions on Outcomes...................................................................................................................... 4

Results on SSNMH Performance ............................................................................................................. 9

Conclusions and Points for Discussion .................................................................................................. 13

Comparison of Respondents per year .............................................................................................. 13

Conclusions from Results on Outcomes ........................................................................................... 13

Conclusions from Results on SSNMH Your Voice Questions ............................................................. 14

Net Promoter Score .......................................................................................................................... 14

Recommendations ................................................................................................................................ 15

Appendix A: Copy of Annual Survey 2016............................................................................................. 16


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Background

The South Staffordshire Network for Mental Health (SSNMH) is committed to providing an excellent standard of service to its membership and to the wider community within the six local authority districts and boroughs it serves. SSNMH is also committed to ensuring the views and needs of its membership, and people with experience of mental illness, play a key role in helping to develop the service and charitable activities around the needs of the community at many levels of decision making processes.

This commitment is reflected in the following:

Charity Aims and Values.

Current and Future Business Plans.

Quality Assurance Policy.

Complaints Policy and Procedures.

Recruitment Policy.

Our Annual Survey is just one activity we have to ensure we meet these commitments.

Other activities include:

Ongoing feedback recorded by the Participation Worker and Volunteers on activity

such as Improving Customer Experience Surveys and Workshops.

Comments arising out of Volunteer One to One sessions.

Quarterly Network Meetings between volunteers, staff and trustees.

Annual Away Day to discuss business and membership needs for the year ahead.

Representation of our volunteers on the Board of Trustees.

Representation of service user members at the Steering Group with our contractors.

Meetings with partner organisations.

Consultation with our partner organisations on a Developing and Maintaining

Partnerships Policy.

As part of the Your Voice Mental Health Service User Participation Service, funded by

Staffordshire County Council, we are committed to the following Outcomes based on

National Institute for Health and Care Excellence (NICE) 14: Mental Health Service User

Experience:

1. People using mental health services, and their families or carers, feel optimistic that care will be effective.

2. People using mental health services, and their families or carers, feel they are treated with empathy, dignity and respect.

3. People using mental health services are actively involved in shared decision making and supported in self-management.

4. People using mental health services feel confident that the views of service users are used to monitor and improve the performance of services.

5. People using mental health services understand the assessment process, their diagnosis and treatment options.

6. Enable the growth of a strong service user voice and acknowledge that services must


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be built around the needs of the people using them. 7. Assist service users in developing new skills and confidence to be equal partners. 8. Service users will feel able to make informed decisions based upon the information that

they have been provided with. 9. Service users are able to share their views and experiences about the services they have

received. 10. Service users reporting they are treated as equal and expert partners. 11. Service users express a positive experience of using the Your Voice service. 12. Service users leading elements of service delivery. 13. Service users taking on a leadership role.

This report builds a picture of the perception of the Your Voice Members towards both

general mental health service provision and SSNMH’s service provision.

Methodology

Capturing the views of ‘hard to reach’ audiences, who are dispersed over a wide geographical area, presents many challenges. As part of our wider Consultation and Involvement opportunities, we often use paper surveys, sent as part of our Network News newsletter, as a way of collecting data. Surveys are sent with a letter of introduction and the opportunity to return ‘freepost’. We also provide online survey alternatives where possible. Based on past surveys, on average this method results a response of around 5-10% of our membership.

The Annual Survey helps to shape our Strategic and Business planning, and our delivery at operational level (for instance, how Network News looks and topics within in it).

Our Annual Survey 2016 was posted out with Issue 59 Summer 2016 Network News. It was sent out to 1157 charity members which includes 357 members of the Your Voice service.

We also provided a link to an online survey, using Survey Monkey, which was promoted over the period using our website and social media.

A copy of the survey can be found in Appendix A.

The period for responses was from 22 June 2016 to 1 August 2016. We also provided a draw for £20 Argos Voucher for one lucky respondent as a way to increase the number of returns. We would hope for a response rate of around 10%.

Results

Please note that where we have quoted comments from the surveys, they have been lightly edited for clarity.

In total 33 people responded, compared with 1157 people made aware of the survey therefore we had a response rate of 3%. 21 respondents noted they are Your Voice members, so we had a response rate of 6% from Your Voice members. 13 people replied using the online form representing 39% of respondents which is an increase from last year.


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Demographic Results

Q1: Which town do you live in or near?

Q2: Please tick if any of the following apply to you.

Questions on Outcomes

Q3: Effective Care and Treatment Overall, when I am provided treatment or referred to a service, I believe that care will be effective. Answered: 32 Skipped: 1

Comments:

Generally the support has been good although not always as recovery focussed as I

would like.

Have gone for alternative therapy that is not on NHS.


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The service I receive is great however I have a family member who lives in South

Staffs and the treatment they have had is lacklustre, patronising and at best

unhelpful.

Depends on the service.

Q4: Empathy, Dignity and Respect. When I use mental health services I believe I will be treated with empathy, dignity and respect. Answered: 30 Skipped: 3

Comments:

Generally treated this way but not always listened to, some empathy lacking!

Person I cared for did do 2 counselling sessions and although didn't feel they could

help, couldn't find fault with their approach.

Ongoing treatment by psychiatrist is inefficient for ones benefit - You are given

treatment but are not told the inner depth of illness.

Depends on the service.

Q5: Shared Decision Making I believe I am actively involved in shared decision-making and supported in self-management. Responded: 31 Skipped: 2

Comments:

On the whole although at times I have been 'talked over' and 'done to' rather than

being worked with towards my recovery.

Again this doesn't apply to my situation unfortunately.

My family member is at best patronized.

I am not supported in self-management, I am left to get on with it.


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I disagree, I was discharged from the community mental health team although I still

had mental health needs.

Sometimes it can feel your options don't matter.

Q6: Service User Involvement I believe the thoughts and views of people using mental health services are used to monitor and improve the performance of services. Responded: 31 Skipped: 2

Comments:

Yes when it suits services! Too many occasions of 'tokenism' though!!

Current choice by government to shrink state and impose austerity means that

finance dictates at the moment. So although I do believe this has happened in the

past it no longer helps services being improved as it is more than likely cut.

Only by the network.

Only you can do so much. The problem lies within the NHS, not enough

psychiatrists.

More people are speaking up about good & bad experiences.

Q7: Understanding Assessment Processes I know and understand the assessment process, my diagnosis and treatment options. Responded: 29 Skipped: 4


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Comments

Mainly what I have found out myself - had to ask very persistently just to get a

factsheet for the medication I was on!!

I am the carer.

Again this wouldn't apply. Partner has managed not to come through 3 bouts of

illness without prescribed medication.

Lucky if they get any medication at all.

Medication is the only icing on the cake. It's the problems you have that need to be

addressed.

Had good advice with my Mental Health.

Q8: Service User Voice I believe there is a strong service user voice. Responded: 32 Skipped: 1

Comments:

I wouldn't say 'strong', it seems to be more of what is allowed by services - even then

it seems 'tokenistic' and rarely listened to properly!

I am the carer.

Again through the Network, well done Keri et al and wherever the spirit of Brendan

is your old pal misses you.

I believe we are not empowered enough to assert what our needs are.

It's getting better.

Q9: Equal and Expert Partner I believe I am treated as an equal and expert partner when discussing my mental health. Answered: 31 Skipped: 2


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Comments:

Not by most of the professionals I have encountered (and there have been quite a

few!). They still seem to be quite set in their ways generally.

I am the carer.

My family member isn’t.

Only when I discuss it with people who are going through it or have gone through it.

Depends on who you’re talking to.

Q10: Stigma & Discrimination I believe that within Staffordshire the stigma & discrimination of people with experience of mental illness has decreased in the last year. Answered: 33 Skipped: 0

Comments:

Seems about the same to me.

Talking to family and friends, individuals are more empathetic to people who suffer

from mental illness, although there are still those who aren't.

If anything based on my observations in South Staffs it’s got worse.

You are still ousted by family and friends. They need to be informed about the in-

depths of illness for them to be able to understand.

Now compounded by Neo-Nazi racism.

Feels like it gets better, then the Press & News Outlets have their say.


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Results on SSNMH Performance

Q11: Media: How would you rate the following?

Comments:

Website is not updated often, very few Facebook updates recently, Network News is

still excellent though and the Podcasts are always a good listen.

I get a lot of info from Facebook.

All services I use are wonderful.

All brilliant.

Q12: Customer Service: How would you rate the following?


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Comments:

SSNMH does not seem to have had the same 'presence' in the area recently, which is

a shame - hopefully we will see more of SSNMH again soon!

I have not used the service for my husband.

As I said I don’t live in the area although I did used to work in mental health in the

voluntary sector in Lichfield and it makes me very happy that the Network is still

being effective and going strong.

Lovely.

Needs to be a more peripatetic service.

It's my bible of mental health.

All staff are good at jobs and can understand things well.

All Staff & Volunteers at SSNMH are so friendly.

I feel heard, supported and valued.

Q13: How well do you believe we are achieving all of our Charity’s aims and objectives?


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Q14: Do you believe that SSNMH take into account your views when making decisions?

Q15: How would you rate your experience of SSNMH over the last 12 months?

Q16: Would you recommend South Staffordshire Network for Mental Health to a friend or relative if they had a need for the service?

This question is known as a Net Promotor Score, see p. 14.


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Q17: If we look to provide opportunities for service user participation to more people with experience of mental illness, which of these audiences should we work with first?

Q18: We would be grateful for any other comments on South Staffordshire Network for Mental Health. Please note this question was only available on the web version of the survey due to space limitations on the paper version.

I would like to see SSNMH more involved on the involvement side again, supporting

and encouraging service users and carers to get involved, they seemed to be more

involved in previous years, which is a shame as they did a good job generally! I

would still recommend them though as there is little alternative and they are still

good people to talk to and receive support from.

I have not used the service for my husband.

Keep doing a great job, and one day it would be nice to pop in and see the old place

again.

Excellent charity that is particularly good at supporting and promoting volunteer

opportunities & payed employment opportunities for those with lived experience of

mental health.


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Conclusions and Points for Discussion

Comparison of Respondents per year

2012 2013 2014 2015 2016

Total number of members 661 792 847 878 1157

Number of Respondents 11 (2% of mbrs)

50 (6.6% of mbrs)

49 (5.8% of mbrs)

36 (4.1% of mbrs)

33 (3% of mbrs)

Number of questions 10 15 18 18 18

This year we offered a prize draw for a £20 gift voucher to encourage more member to participate. The perceived benefit of this was not demonstrated.

Conclusions from Results on Outcomes

Outcomes Agreed Target

2016

Result

2016

Result

2015

Overall, when I am provided treatment or referred to a

service, I believe that care will be effective.

64% 53% 57%

When I use mental health services I believe I will be

treated with empathy, dignity and respect.

64% 63% 83%

I believe I am actively involved in shared decision-making

and supported in self-management.

45% 35% 69%

I believe the thoughts and views of people using mental

health services are used to monitor and improve the

performance of services.

53% 66% 59%

I know and understand the assessment process, my

diagnosis and treatment options including the side

effects of medication.

57% 45% 57%

I believe there is a strong service user voice. 45% 44% 51%

I believe I am treated as an equal and expert partner

when discussing my mental health.

62% 42% 62%

Within Staffordshire, the discrimination & stigma of

people with mental illness has decreased in the last year.

43% 36% 43%

*Red/Amber/Green based on pre-agreed quality targets. Clearly there has been a reversal of upward trends we have seen over the last two years. There has been an increase (on target) of participants being positive around outcomes


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about service user involvement. However this report sees significant decreases in outcomes that can be used to denote effective care planning and treatment.

Conclusions from Results on SSNMH Your Voice Questions

We have had very positive responses regarding published media, with many people valuing the quality of Network News, with some calls to improve the paper version of Network News and the website. Most respondents indicated that they are not making use of podcast, and there’s a clear note that the frequency of updates to the social media has reduced. Customer service scores were largely positive. Some comments related to SSNMH not having a presence in the mental health community. Respondents are mostly positive about the contributions towards Aims and Objectives of the charity. The least positive result was the promotion of the service user potential and recovery. Around a quarter of respondents felt SSNMH take their views into account when making decisions all of the time. Over 73% of respondents report a favourable service from SSNMH this year. In terms of future audiences, it is clear, that again children and young people are considered a priority by respondents, with 53% of respondents believing this audience should be a priority.

Net Promoter Score

Referring to Question 16, if we were an NHS service, we would have a Net Promoter Score of 44 using the Friends and Family test. The range of this test is between -100 and 100, with the minimum acceptable standard being 15.

Year 2013 2014 2015 2016

Net promoter Score

44 57 53 44

See http://www.england.nhs.uk/2013/07/30/nhsfft/ for more information and comparison figures for the NHS across England.

http://www.england.nhs.uk/2013/07/30/nhsfft/


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Recommendations

# Recommendation Who and when

1 Action Plan to be developed with partners around effective and person centred care planning, monitored by Your Voice Care and Recovery Evaluations. To consider a ‘progress survey in six months’ time.

To be picked up by Operations Manager in Quarter 3 (October 2016).

2 Care and Recovery Evaluation survey to be re-developed to make this easier for members to complete and understand.

To be picked up by Participation Worker in Quarter 2 (August 2016).

3 To update Your Voice handbook and include a section on how Your Voice Participation worker and Your Voice Volunteers can interact with mental health groups to increase involvement.

Operations Manager to redraft in August 2016.

4 For SSNMH to consider more work around local challenge of stigma and discrimination of people with experience of mental illness.

To be reported to Board of Trustees at end of Quarter 2 2016 (October 2016).

5 To explore potential changes to Network News to improve quality.

To be raised at next Network Meeting (October 2016) for ideas and suggestions. Network News Editor to lead on discussions.

6 To appoint a new volunteer ‘Social Media Editor’ to increase social media output – this could include Network News articles or references to in order to generate further interest.

Operations Manager to appoint new Social Media Editor in August 2016.

7 To redevelop and modernise SSNMH website with support from volunteers and members.

Operations Manager to purchase new website and work with developer with ideas from volunteers and members in August and September 2016.

8 To increase the availability and accessibility of the Network Nuggets podcast, taking up offer of support from South Staffordshire and Shropshire Healthcare NHS Foundation Trust.

Operations Manager to appoint new Podcast Editor in August 2016. Podcast Editor to explore increasing the hosting of podcast to more platforms. Podcast team to meet with SSSFT in September 2016.

9 Young Voices Report 2016 to reference the desire from respondents to work with young people, and make appropriate recommendation to the Board of Trustees.

Young Voices Report to be published September 2016 and presented to Board of Trustees October 2016.

10 SSNMH Your Voice improve quality, and measure through the Service Member Representative. To explore how to get members more involved.

Operations Manager to appoint a new Service Member representative and develop new ways of monitoring and improving quality and involvement.


Appendix A: Copy of Annual Survey 2016 22 June 2016

Dear Network Member

RE: Your Voice and SSNMH Annual Survey 2016 and Draw for £20 Argos Voucher

As part of our commitment to delivering the best service we can, and to support Staffordshire to provide the best mental health services possible, we present to you our Annual Survey 2016. Please spend a few minutes feeding back about the Your Voice service so far, about South Staffordshire Network for Mental Health, and about mental health services in general. If you would like to be included in our £20 Argos voucher draw, please include your name and address at the end of the survey. Please be assured that this will be removed before your responses are looked at, so your responses will remain anonymous. The draw will be conducted on or around 2 August 2016. Your comments and viewpoints will be used in the following ways:

Give us a sense of if our service is meeting your Participation needs

Identify how we improve our service in the future

Identify new audiences for SSNMH

Demonstrate our working towards key Mental Health Outcomes

Help commissioners in developing the Social Inclusion and Recovery contracts for the future

Please return this survey to us by 9am Monday 1 August 2016. You will not need a stamp. You can, alternatively, complete this survey online at: https://www.surveymonkey.com/r/SSNMHSurvey16 As always, the information in this survey will NOT be shared in any way that identifies you. All information will be treated in accordance with the Data Protection Act 2003. We will build the data you share into a report (which anonymises information), passing to our Board of Trustees and funders to help measure the outcomes of mental health services. I thank you for your time. Yours sincerely Keri Lawrence Operations Manager, Your Voice, SSNMH

https://www.surveymonkey.com/r/SSNMHSurvey16

South Staffordshire Network for Mental Health Annual Survey 2016 About you (please tick relevant box in each section)

1. Town you live in or near Tick Tick

Stafford / Stone (Stafford Borough) Tamworth and Tamworth Borough

Cannock/ Rugeley (Cannock Chase) Lichfield/ Burntwood (Lichfield District)

Huntington/ Great Wyrley/ Wombourne/ Codsall/ Kinver (South Staffs District)

Burton/ Uttoxeter/ Abbots Bromley (East Staffordshire)

Other District or Outside of Staffordshire

2. Please tick if any of the following apply to you Yes

I am a member of South Staffordshire Network for Mental Health

I currently have experience of a mental illness or have had experience in the last two years

I care for someone with experience of mental illness

I provide, work or volunteer for, a service accessed by people with experience of mental illness

None of the above

Below are a set of statements about Mental Health Services and the people who support you with your mental health. Please circle which number from 1 (strongly disagree) to 5 (strongly agree) reflects your opinion.

Statement on Mental Health Services and Care Team Strongly Disagree

Disagree Neither Agree nor Disagree

Agree Strongly Agree

3 Overall, when I am provided treatment or referred to a service, I believe that care will be effective.

1 2 3 4 5

Comments 4 When I use mental health services I believe I will be

treated with empathy, dignity and respect. 1 2 3 4 5

Comments 5 I believe I am actively involved in shared decision-

making and supported in self-management. 1 2 3 4 5

Comments 6 I believe the thoughts and views of people using

mental health services are used to monitor and improve the performance of services.

1 2 3 4 5

Comments 7 I know and understand the assessment process, my

diagnosis and treatment options, including the side effects of medication.

1 2 3 4 5

Comments 8 I believe there is a strong service user voice. 1 2 3 4 5

Comments 9 I believe I am treated as an equal and expert partner

when discussing my mental health. 1 2 3 4 5

Comments 10 Within Staffordshire, the discrimination & stigma of people

with mental illness has decreased in the last year. 1 2 3 4 5

Comments On the next page is a set of questions about South Staffordshire Network for Mental Health and the services provided in the last 12 months. Please circle or tick the box that you agree with.


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Question on SSNMH and Your Voice Response

11 Media & Information - How would you rate the following: Do not use Poor Needs

Improving Good Excellent

Network News Paper Version 1 2 3 4 5

Network News PDF/emailed version 1 2 3 4 5

Network Nuggets Podcast 1 2 3 4 5

SSNMH Website 1 2 3 4 5

SSNMH Facebook Site and Tweets 1 2 3 4 5

Leaflets and Factsheets 1 2 3 4 5

SSNMH Surveys and Reports 1 2 3 4 5

Any Comments

12 Customer Service- How would you rate the follow: Not applicable

Poor Needs

Improving Good Excellent

Availability of team at the Your Voice Hub/Office. 1 2 3 4 5

Timely response to communication back to you. 1 2 3 4 5

Information provided to you in a manner for you to understand.

1 2 3 4 5

Politeness and manner of the team. 1 2 3 4 5

Usefulness and accuracy of information given by the team.

1 2 3 4 5

How well do you feel your contribution has been valued?

1 2 3 4 5

Being a part of our service has helped you move forward.

Any Comments

13 How well do you believe we are achieving all of our Charity’s aims and objectives (listed below for

information)? Please Circle below… To promote

the interests

and rights of

people who

use mental

health

services in the

area

To ensure the

involvement of

mental health

service users in

improving existing

services and

developing new

ones

To act as an

advocate for

improvements in

local services to

reflect the needs

and interests of

local communities

Increase

accessibility to

information relating

to local and

national services

relevant to mental

health

To promote

service user

potential and

recovery

through

supporting

access to self-

development

opportunities

To actively increase general awareness of mental health, and to challenge stigma and discrimination of people experiencing mental illness

Very poor Poor Neither Well Very Well

14 Do you believe that SSNMH take into account your views when making decisions?

Not at all In part Some of the time

Often All the time

15 How would you rate your experience of SSNMH over the last 12 months?

Very Poor Poor Neither

Poor nor Good

Good Excellent

16 Would you recommend the Your Voice service to a friend or relative if they had need for the service?

Not at all Unlikel

y Not likely or unlikely

Likely Very Likely

17 If we look to provide opportunities for service user participation to more people, which of these audiences should we work with first? (circle just one)

People with access needs

such as disabilities

Children and

Young People

Older adults

People in inpatient mental health wards

Should you wish to be to be entered into a prize draw to win a £20 Argos Voucher, please include your name and address below. Please note that this part of the survey will be removed before your responses are logged.

Name

Address

Postcode If you are happy to be named as the winner in the next Network News, please sign in the box to the right

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