NSCP Quality Account

2015/16

We are NSCPEnterprising Care: Improving the health of our community

We are an employee (approx. 793 of which 190 (24% ) are bank staff) owned Community Interest Company. With a sister company, Partner2Care, providing health brokerage.

We provide over 26 NHS community health services, from Birth to End of Life.

Our vision

We are NSCP. We are a social enterprise, focused on

providing social value for the community through quality

health services. Working with our partners, our priority is to

help the people we care for stay well, and help those who

need treatment recover in the best place for their needs.

Our values

Strategic Objectives

Cumulative Year-to-Date Percentage of North

Somerset Population Seen by NSCP

(2014/15 & 2015/16)

Quality Priorities 2015/16

How did we do?

Quality Priority Status

1. Reduction in pressure ulcers Achieved

2. Older people’s comprehensive assessment and are planning/joint assessments and care plans Achieved

3. End of Life care Off track*

4. Increased in the number of clinic based treatments On track

5. Hard to reach groups Achieved

6. Sepsis and early warning scores Achieved

7. Research/Audit On track

8. Becoming a dementia friendly organisation Achieved

9. Move to a living well in Somerset agenda On track

10. Sign up to Safety Achieved

Quarter 4 data for 2015/16 identified a 63% reduction on

grade 4 , 52% reduction on grade 3 and a 7% reduction for grade 2 pressure ulcers from the same period in 2014/15.

Reduction of Pressure Ulcers

NSCP-acquired pressure ulcers, by quarter and category

CQUINS Achievement 2015/16CQUIN Description of indicator Proportion

of incomeAchieved

Mental Health Partnership working and training with AWP to enhance the care of patients seen by community services, to ensure the mental health needs of service users are identified, assessed and addressed.

103,000 Achieved

Frailty Introduction of a Frailty Assessment Tool across North Somerset Community Services to ensure that the acuity and frailty of the patients in the community is identified so a individuals can be offered appropriate care, services and support.

103,000 Achieved

Dementia 1.Develop a screening tool for staff to case find Dementia and Delirium within the Community Teams

103,000 Achieved

2.Maintain and increase Dementia awareness and Dementia Next Steps across all Community Teams

103,000 Achieved

3.Offer and develop opportunities for carers to be supported post diagnosis of Dementia

103,000 Achieved

Sepsis Development and introduction of a screening tool that identifies sepsis at the earliest opportunity which will be used by staff to initiate early intervention when needed.

103,000 Achieved

Urgent Care To reduce the proportion of avoidable emergency admissions to hospital by introducing senior nursing clinical support at weekends.

103,000 Achieved

Friends and Family Test The Friends and Family Test is an annual 2015/16 indicator

from those receiving NHS services .

97% of the patients surveyed would be extremely likely/or

likely to recommend our services to a member of their

family or a friend.

Patient Experience

Total

Number of

Responses

for Year

Number of patients

who considered

their overall

experience to be

Excellent or Very

Good

Number of

patients who

were Unlikely

or  Very

Unlikely to

Recommend

the Service

Children' s Services 593 555 93.59% 584 0

Learning Disabilities 47 46 97.87% 45 0

Community Teams 611 604 98.85% 607 0

Clevedon Hospital 2517 2427 96.42% 2436 0

Specialist Services 2318 2287 98.66% 2303 0

Total 6086 5919 97.08% 5975 0

FFT Number of

patients Extremely

Likely or Likely to

recommend the

Service

• In 2015/16 NSCP had a total of 25 complaints and 1270 compliments.

When things have gone wrong, we listen, learn and improve from the

person’s experience.

• Delivering a quality service to our patients is one of the organisation’s

core strategic priorities that underpins the delivery of all services and

forms one of our organisation values.

• Patient stories and examples of learning from complaints have been used

in our training sessions to ensure that training is customer focused.

• Every NSCP Board meeting starts with a patient story.

• We continue to use both well established, and some newer mechanisms

to capture the experience of patients, and drive continuous improvement.

We use the comprehensive ‘How Are We Doing’ patient feedback

programme which has been implemented in our Community Hospital,

using information gathered through complaints and the Patient Advisory

and Liaison service (PALS) service.

Complaints, PALs & Compliments

I would like to thank the Specialist Older People Team for the help and care. We couldn’t thank them enough for being

there for usSpecialist Older People Team

We were really impressed with the care mum received and can’t in any way fault it

– Thanks very muchCommunity Rapid Response

(South)

The Tissue Viability Nurses have changed my life both

physically and emotionally –they are huge support

Tissue Viability Service Well organised team of carers

Discharge to Access Team

I cannot speak too highly of the care and attention received from the team

Falls teamA very pleasant experience every visit – Thank you

Tyntesfield Community Team

The treatment I have received has been fantastic and I do not think I

could receive a better service –Thank you all!

Home Oxygen ServiceI cannot stress strongly enough

how important my physio has been helping me and my confidence

again. All exercises and suggestions have been helpful and motivating

Clevedon Community Team

The team are wonderful, a real help

to me and my husband. Please keep

up the good work.

IV Service

The nurses were kind, caring and efficient. In fact

everything about their visit was excellent – Well done!

Community Rapid Response (North)

The kindness and care of your team helped us

through a very difficult time – Thank you

Weston Integrated Care Team

I would like to thank all the staff for the excellent treatment I have received at the

MIU. The staff all went over and above their duty of care to deal with me and thank you

does not go far enough to express my thanks. I would recommend MIU to anyoneMinor Injury Unit, Clevedon Community Hospital

I have always been very happy to see

your nursesLymphoedema Service

Extremely good aftercare

Funded Healthcare Team

I was very grateful that you listened to me and my

daughterCommunity Team for People

with Learning Disabilities

What our patient’s say about our services

Quality priorities for 2016/17

Quality Priorities

2016/17

Quality Priority One

Reduction in all pressure ulcers (Grade 2 by 30%)

Quality Priority Two End of Life care

Quality Priority Three Deliver a dementia

friendly organisation

Quality Priority Four Sign up to Safety

Quality Priority Five Hard to reach groups

Quality Priority Six Improve clinical

assessment and care planning