Wednesday, 6 February 2008

Service User Survey

BLPT is urging service users who receive a survey to complete it. It declares that, "The Trust plans to use this feedback to improve Service User experiences. "

What changes were made after last year’s service user survey?
The results of the surveys show year on year improvements according to users in the vast majority of areas - and it is with the feedback of the survey that we can continue to monitor and improve our performance.
As a result of previous service user surveys, and the feedback received, the Trust has improved training for staff, developed closer ties and partnership working with service user groups, produced leaflets on services and medications and displayed more information across all our services.

Analysis (by BLPT) of the most recent survey shows that:
· The number of people who feel supported by day services has increased
· More people feel better informed about the purpose of taking their medication
· Trust and confidence in psychiatrists and nurses has increased

All good. But how about the other conclusions:
· Cancellations of appointments have increased
A question asked at a Trust Board meeting reveals that this statement refers more to appointments cancelled by the Trust than to appointments cancelled by service users.
· Fewer service users saw psychiatrists, nurses or social workers in the past year

I'd think this is a pretty important indicator of how well (and how practically) people in need are being supported.
· Fewer service users have received talking therapies

It's very very difficult to get talking therapy in BLPT. I know how hard I had to fight - and also how immensely beneficial it was. BLPT itself notes the "Absence of talking therapies, which are underfunded and under-prioritised within BLPT". This problem has been highlighted at Trust Board sessions since at least 2004.
· All indicators relating to care planning have worsened

Err - sorry - read that again -
· All indicators relating to care planning have worsened

So do the service user survey results show year on year improvement? I'd stick by earlier declarations that there are individuals within the Trust who make a massive positive difference to the lives of individual people. But organisationally there seem to be major issues - and while the Trust is focussing on its quest to become a Foundation Trust, I'm not sure that front line services are being given equal priority.

Make your own mind up.


The Shrink said...

From personal experience, I know becoming a Foundation Trust is a hideously lengthy administraive process.

The real power lies in the hands of Monitor who regulat Foundation Trusts.

Although the Healthcare Commssion monitor standards of health care, they're not really an organisation with sharp teeth.

Monitor are.

With CSCI monitoring social care standards, Healthcare Commission monitoring health care standards, what does Monitor monitor? They monitor finacial robustness. They look at the money. They look at the Foundation Trust as a business.

Since Monitor essentially determine if you can become a Foundation Trust or not, you have to satisfy their every desire. Every financial desire. So the books need to look good, with the hospital making a "profit" every year. Profits are easily eroded by staff costs. Best not employ those folk doing talking therapies then, eh?

Disillusioned said...

Thanks, Shrink

So becoming a Foundation Trust can actually work against patient interests....

Here's hoping it doesn't happen in my area then.

MMP said...

just popped onto that website- i had no idea about it. crumbs. thankyou!

Disillusioned said...

Not sure which website you mean, mmp! glad it was useful - whether one I linked to or one from the Shrink...