Quality Networks Service User Study Group

Conference

Matthew Chetwynd& Kevin Pakenham

Thursday 20th August 2009

Quality Network Reviews• People who use our services are seen as

individuals and most importantly experts on their own lives

It is a person centred way of checking quality whilst causing the least disruption to our services, our Quality Assurance process

• Provides a “Snapshot” into what it’s really like for the people who use NORSACA services

Review process

The review team,

• Visits people at least four times to gain an insight into their lives

• We check whether 10 important outcomes are happening

• We collate our findings then Phil produces an Action plan

The Review Team consists of

• People with autistic spectrum conditions

• Family members

• Independent professionals

• Senior manager

• Front line staff

• Commissioner

• Other key local people

We look at 10 Outcomes• I make everyday choices• I make Important decisions• I am treated with dignity & respect• I take part in everyday activities• I have friendships and relationships• I am part of the local community• I have the chance to work• People listen to my families views• I am safe from bullying and abuse• I get help to stay fit & healthy

NORSACA Quality Network Reviews

Since 2002

• 54 people with autism have taken part• People with differing communication needs

and behaviours have been included• All our Services have been included• We have produced & implemented 7 different

Action plans

NORSACA Action Plans have

resulted in• Developing communication systems • Developing Person Centred Planning• Providing environments to experience a wide range of

opportunities safely• Increasing opportunities to make important life decisions• Supporting people to be part of local ‘chosen’ community• Increasing and developing opportunities to work• Staying safe and coping with ‘unsafe’ situations• Staying healthy

NORSACA sourced a research team

• To evaluate the impact of Quality Networks

• External research team from Manchester to minimise bias

• Spoke to focus groups which included» managers» People with autistic spectrum condition» front line staff» Quality Network Review team members

With and without experience of the Quality Networks process

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Focus group questions

• What has Changed within NORSACA over the last 10 years

– What do people know about Quality Networks?

– How well do Quality Networks work?

– How could Quality Networks be improved?

Findings

1. How has Quality Network’s affected NORSACA’s Organisational growth and change ?

2. What has changed for people who use NORSACA services ?

3. What have been the drivers for change?

4. What have been the outcomes & benefits ?

1. Organisational growth and change

• We have had a period of rapid growth• We provide more diverse services• We cover a much wider geographical area• Our Management structure has been reorganised• We are more business-like• This has led to increased bureaucracy & difficulties

sharing information• The focus group concluded that NORSACA remains a

supportive and purposeful organisation

2. Changes for people who use NORSACA services

“What’s got better with me I’ve moved into me own flat now because I’m more independent. And I like living on me own and that and I like getting out on walks on me own….. I’ve made a wish come true and a dream come true to have me own flat”

• More individualised and person centred• Improved quality of life• More opportunities, choice and control• Involved in service planning and provision

3. Drivers for change• Legislation and government policy

• Changing social care context

• Models of how to support people with autism

• More people diagnosed with autism

• Service ethos

• Quality systems

• People with autism and their families

4. CommentsPERSON A: I think as time’s gone on people have become aware

that someone is going to come around and spend some time observing individuals in their service, and that has to make them think a bit more about what they’re doing. When it first started there didn’t seem to be a lot, people didn’t really know what we were doing if you know what I mean

PERSON B: I just think it’s really important that we’re getting the views of the service users on board with that and trying to do something about you know change, trying to change things for the better I suppose

PERSON C: Things have changed from it. There is obviously an action plan at the end of each year based on that

PERSON D: gives a focus doesn’t it? A focus on different things and prioritises things. Like service user involvement and that led to people being on the interviews. The focus on individualised care and support, person centred plans, and then like individual holidays

5. Outcomes

• Has led to many changes and improvements to the Quality of our Services

• Care Quality Commission commented “The quality assurance system, which focuses on how well the home does, and how well it provides a service to the people who live there, is person centred, rather than service focused” April 2009 – 1 The Poplars, Whitwell, a Three Star excellent rated service

• Help staff reflect on practice

6. Conclusion

• Useful, person-based, transparent way to look at quality of life

• Promotes advocacy and service user involvement

• One of several drivers for change

• The involvement of parents and people from outside NORSACA is of real value

Quality Networks & NORSACA

promotes quality of life for all individuals