Agenda item

Dr.Lucy Williams- Shaw, Service user involvement lead, was present and was accompanied by i COPE service users.

During consideration of their presentation the following main points were made –

·         There was good user satisfaction with the service

·         Service users are asked to fill in a Patient Experience Questionnaire at the end of their treatment

·         A regular survey to contact people who have dropped out of treatment in I COPE is carried out to ask them about their experience of the service and the reasons that they did not continue with treatment

·         Therapists regularly ask for feedback and informal complaints are recorded and these are reviewed regularly in management and team meetings

·         There are feedback comment slips available in the waiting areas and a feedback e mail address advertised on the website and letters

·         In terms of improving the service patient feedback is reviewed and discussed and any changes needed implemented

·         A monthly poster is displayed in waiting areas regarding the feedback that has been received and how it is being acted upon

·         Service users who are interested are encouraged to contribute towards the service

·         Service users contribute towards i COPE by attending the advisory group where service developments are discussed and they can join the list of advisors and contribute to focus groups, answering surveys and getting involved with specific projects. In addition they can apply to work in a paid role as a peer well  being worker

·         Service users provided feedback and helped recruit new staff by training to be interview Panel members

·         98.1% of service users would recommend i COPE to family and friends indicated by the Friends and Family test

·         In response to a question it was stated that 48% of discharged patients completed the Patient Experience Questionnaire, however there were a number of factors that had prevented this from increasing however therapists were encouraged to request patients to fill in the form at their last session

·         Feedback is also received by e mail and via a drop out survey and that an e mail address is included on all letters sent out and anonymous feedback forms are available in GP surgeries

·         Service users gave evidence to the Committee that it had been easy for them to access the service and that their experience had been positive.  One of the residents had attended the group session and one individual sessions and both spoke about their experiences and that these were positive and the treatment had been effective

·         The Committee noted that the maximum number of sessions permitted is 20 and the length of the sessions usually varied from 6 to a maximum of 20

·         In response to a question it was stated that some evening sessions were available for appointments but the number that can be offered is constrained by other factors such as the opening hours of the premises used

·         The Chair enquired whether it was felt that 6/10 sessions were considered sufficient to treat a patient and it was stated that it often depended on whether the patient wanted to engage, however if a patient had high level anxiety more sessions may be needed

The Chair thanked Dr.Williams-Shaw and the service users for attending