West Midlands Ambulance Service NHS Foundation Trust QUALITY ACCOUNT Quality Report 2014-15 Summary Review of 2013-14 Contents INTRODUCTION ..................................................................................................................................... 3 PART 1 .................................................................................................................................................... 4 1.1 Statement on Quality from the Chief Executive ..................................................................... 4 1.2 Foreword from the Chair ........................................................................................................ 5 PART 2 .................................................................................................................................................... 6 2.1 Priorities for Improvements and Statements of Assurance.................................................... 6 2.2 Performance Summary for year to date 2013-14 ................................................................. 11 2.3 Clinical Performance Indicators (CPI) and Ambulance Quality Indicators (AQI) ................... 12 2.4 Review of Services and Assurances from the Board ............................................................. 17 2.5 Trust Profile ........................................................................................................................... 17 2.6 Divisional Profiles .................................................................................................................. 22 2.6.1 Black Country Division .................................................................................................. 22 2.6.2 West Mercia Division ..................................................................................................... 25 2.6.3 Staffordshire Division .................................................................................................... 28 2.6.4 Arden Division ............................................................................................................... 31 2.6.5 Birmingham Division ..................................................................................................... 35 2.7 Major Trauma Network ........................................................................................................ 38 2.8 Participation in Clinical Research 2013/14 ........................................................................... 38 2.9 National Confidential Enquiries ............................................................................................ 40 2.10 Goals agreed by Commissioners in 2013-14 ......................................................................... 40 2.11 Care Quality Commission (CQC) ............................................................................................ 41 2.12 Data Quality .......................................................................................................................... 41 2.13 Participation in Clinical Audits .............................................................................................. 42 2.14 NHS Number and General Medical Practice Code Validity ................................................... 43 2.15 Information Governance Toolkit Attainment Levels ............................................................ 43 2.16 Clinical Coding Error Rate ..................................................................................................... 43 2.17 Patient Safety and Serious Incidents .................................................................................... 43 2.18 Patient Experience ................................................................................................................ 44 2.19 Workforce and Organisational Development ....................................................................... 49 2.20 Equality & Diversity ............................................................................................................... 51 2.21 Sustainable Development Management Plan ...................................................................... 52 PART 3 .................................................................................................................................................. 53 3.1 Priorities for Improvements 2014-15 ......................................................................................... 53 3.1.1 Patient Safety ................................................................................................................ 53 3.1.2 Clinical Effectiveness .................................................................................................... 54 3.1.3 Patient Experience ........................................................................................................ 56 3.2 Proposed CQUIN Priorities for 2014/15 ................................................................................ 58 Annex 1: Statement from the Lead Commissioning Group .............................................................. 59 Annex 2: Statement from the Council of Governors ........................................................................ 59 Annex 3: Local Healthwatch, Overview and Overview and Scrutiny Committees ........................... 60 Annex 4: Statement of Sharing and Caring Together – Francis Inquiry ............................................ 71 Annex 5: Statement of directors` responsibilities in respect of the Quality Report ........................ 72 Annex 6: A copy of the External Audit limited assurance report ...................................................... 73 2 INTRODUCTION Welcome to our Quality Account Summary, which aims to take the key highlights from the full Annual Report, The Quality Account 2013/14 which can be found at: http://www.wmas.nhs.uk in the section ` About Us` clicking on Publications and selecting Quality Accounts. West Midlands Ambulance Service NHS Foundation Trust would like to share with you what it is doing well and where improvements in quality have been made and the way in which these have been prioritised. The Vision for West Midlands Ambulance Service NHS Foundation Trust is: “Delivering the right patient care, in the right place, at the right time, through a skilled and committed workforce, in partnership with local health economies” Vision Values Delivering the right patient care, in the right place, at the • World right time, through a skilled and committed workforce, in Class partnership Service with local health economies • Patient Centred • Dignity and Strategic Objectives Respect for All • Skilled Workforce • Teamwork Accurately Establish • Effective assess market Communi Achieve patient need position Work in cation Quality and as an Partnership and direct Emergency Excellence resources Healthcare appropriately Provider 3 PART 1 1.1 Statement on Quality from the Chief Executive Welcome to the West Midlands Ambulance Service NHS Foundation Trust’s Quality Report which reviews 2013-14 and sets out our priorities for 2014-15. This account is an assessment of the quality of care patients received when they were in our care. The report details our commitment to delivering high quality care first time for the benefit of patients. At the end of each financial year, it is always appropriate to look back and reflect on the past 12 months. There is no doubt that we have faced another very busy and challenging year. This is evident in our patient response year-end figures which show an excellent response to Red 1 calls, but unfortunately we narrowly fell short of the target for Red 2 calls for the first time in six years. Although we missed the target by an average of only 12 seconds, I am committed to ensuring all of our performance standards return to those expected from WMAS. The pressures that our staff are now asked to work under is greater than at any previous time. To their outstanding credit they have operated to the highest standards and given everything in order to improve the quality of care for patients. I would therefore like to take this opportunity to record my gratitude to all of our staff and volunteers for the contributions that they have made in delivering patient care to the West Midlands. We must not forget that the year has also brought success; we have increased the number of frontline clinical staff, which is an immense achievement in such challenging financial times. Even more clinicians will join the Trust during the next twelve months to further boost our frontline capability. We have also completed the rollout of the Make Ready Hubs which means vehicles are refuelled, cleaned and restocked for use by staff when they arrive for duty. In November, WMAS was asked by local commissioners to step-in and take over the NHS 111 service across the majority of the West Midlands. I am delighted that in a very short time we were able to make significant improvements to the way the call centre operates for those patients seeking urgent medical assistance. The Trust has continued to work with commissioners and stakeholders to make improvements to the service by addressing call demand increases, hospital turnaround delays and underfunding. It is only by dealing with these issues in a prompt and professional manner that we will ensure improvements for patients in the future. On behalf of West Midlands Ambulance Service, I would like to present this Quality Account, we welcome your feedback and if you have comments on this Quality Account or the Trust in general we would be pleased to receive them. Dr Anthony C. Marsh. QAM SBStJ DSci (Hon) MBA MSc FASI Chief Executive Officer 4 1.2 Foreword from the Chair I am very pleased to be able to review the past 12 months and be in a position to present this year’s Quality Account in our first full year as an NHS Foundation Trust. This year has been another extremely demanding one for the Trust with many challenges to overcome to ensure the highest standard of care to patients across the West Midlands region. The high quality clinical care that is given to our patients on a daily basis remains exceptional and I wish to thank all our staff and volunteers for their dedication and hard work in support of this objective. With staff, governor and stakeholder support, we continue to move forward with our ambitious programme for developing our ambulance service. Our governors, who contribute their time, experience and support to the Trust, have done exceptionally well to take on board the huge amount of information necessary to fulfil their role. With that knowledge, the Council of Governors has played a significant role during the first twelve months helping to shape the service and we look forward to continuing to work with them as we move forward with our strategy and vision to improve services for patients further. We are continuing to take forward our innovative programme of capturing feedback from patients about their experiences of using our services. This information is used to inform our planning priorities for the coming year. I would encourage all of our patients to record their views on the service provided so that we can enhance the patient experience for all concerned. Finally, I would like to take this opportunity to thank the executive team and my non- executive colleagues for their leadership and valuable expertise. The year ahead will be no less challenging. However, I believe that by working together we can make progress on our aim of delivering the best health care in the ambulance sector of the NHS. West Midlands Ambulance Service NHS Foundation Trust has achieved an excellent reputation based on high quality clinical care and performance and we intend to build on this in the years to come. Sir Graham Meldrum. CBE OStJ Chair West Midlands Ambulance Service NHS Foundation Trust 5 PART 2 2.1 Priorities for Improvements and Statements of Assurance. 2.1.1 Patient Safety Priority 1: Falls Pathway Falls can have a devastating impact on quality of life and the Trust is committed to providing a safe environment where patients are protected from avoidable harm. This Trust wants to ensure that when our staff have face to face contact with someone who has fallen, the Trust will ensure that an appropriate referral is made to the correct service Rationale in order to ensure that person is assisted in the prevention of a fall in the future. This year we plan to develop further the falls pathway by focusing on working in collaboration in local areas after engagement with our patients and scrutiny boards and building on the Directory of Services for prevention and appropriate. Qtr. 1 : From the baseline of Calls WMAS received in 2012-13 related to falls to develop Measures locally agreed pathways with participating CCGs and scope areas with falls services & Qtr. 2: Areas without timely falls pathways and services to be raised with commissioners reporting Qtr. 3: Education of local WMAS staff with Virtual learning Environment (VLE) to board; Qtr. 4: Demonstrate referrals for each participating area made Increase referral to appropriate participating falls team by 25% Target See a reduction in attendance to Falls by 10% By 31 March 2014 When? Outcome Patient Safety will improve by identifying, managing and reducing falls Baseline TBC in Qtr1 Lead Clinical Quality Manager with Directory of Service Leads End of Year Review Local engagement with commissioners has continued throughout the year. Virtual learning Environment (VLE) was not identified as the most appropriate method on this occasion therefore education has been increased locally (face to face) and regionally through regular briefing articles. Pathways for WMAS to refer into have been scoped across the region. The only fit for purpose scheme that has been commissioned is via the Staffordshire Telemed desk. This has been set up for 6 months and in this time 84 patients have been eligible to be referred to the falls team. The impact of this has yet to be realised for re-contact of the same patients to WMAS. The intention is now to demonstrate this scheme to other commissioners across the region as best practice. ACHIEVED Priority 2: Lower Limb Fractures The purpose of this initiative is to introduce a KPI nationally to measure and improve the Rationale quality of care given to patients who suffer lower limb injuries. Measures KPI measures: monthly Assessment of circulation distal to site of fracture recorded reporting Two Pain Scores Recorded (before & after treatment) to board Analgesia administered Target >85% compliance with KPI measures By When? 31 March 2014 Baseline TBC in Qtr1 Lead Head of Clinical Practice &Trauma Lead End of Year Review The National mean for this new KPI is 43% and WMAS achieved 35.4%. This was introduced as a pilot during 2013/14 and will need to be taken forward to 2014/15 to achieve improvements - NOT ACHIEVED 6 2.1.1 Patient Safety (continued) Priority 3: Cannulation Cannulation (use for administering drugs and/or fluids directly into a patients blood vessel) is one of the highest risk procedures which can cause Healthcare Associated Infection that the Ambulance Service performs. Rationale In the cannulation packs there are 2 stickers which identify to the receiving hospital staff whether Aseptic No Touch Technique (ANTT) was possible. This enables the receiving hospital to make a judgement based on risk whether to remove or leave in the cannula. Measure 20 observations done by Clinical Team Mentors during mentored shifts in each area in reporting to the Region per quarter, which will give 100 observations per quarter board Target 95% use of stickers and communication of Aseptic or Emergency inserted By When? 31 March 2014 Engagement with receiving units to assure them of WMAS commitment to reduce the risk Outcome of HCAI Lead Head of Clinical Practice Infection Prevention and Control Baseline 95% use of stickers and communication of Aseptic or Emergency insertion End of Year Review The Trust achieved 95% compliance and will continue to monitor this priority as part of the Infection Prevention & Control Committee’s work plan. ACHIEVED 2.1.2 Clinical Effectiveness Priority 4: Onset of symptom time Where Ambulance clinicians document time of onset of symptoms for patients suffering from a stroke we want to show that there has been a decrease in the time to getting the Rationale patient to the computerised tomography (CT Scan). This would improve patient outcome by reducing the time to thrombolysis treatment. This would assist in the reduction of the disabling effects a stroke can have on patients. Monthly Board Onset of stroke symptoms are documented in all hyper acute stroke cases report 90% target of hyper acute stroke patients have an onset of symptom time recorded Target where known By When? 31 March 2014 Outcome Improved access to hyper acute stroke services Lead Head of Clinical Practice and Cardiac and Stroke Baseline TBC at 87% End of Year Review This target has not been achieved therefore this will be measured during 2014-2015. Further recommendations will be made to ensure improvement – NOT ACHIEVED 7 2.1.2 Clinical Effectiveness (continued) Priority 5: General Pain Management Pain is defined as an “unpleasant sensory and emotional experience associated with actual or potential tissue damage” *. The patient deserves appropriate assessment and Rationale management of pain, minimising any adverse physical or psychological effects. Documenting the pain score allows WMAS to ascertain whether pain assessment has been achieved. Qtr.1 : Develop general Pain management Guidelines to include scoring Monthly Qtr. 2&3: develop a pain workbook with e-learning and this will be uploaded to the Virtual Board Learning site to assist with pain management report Qtr. 4: Documentation to increase by 10% from baseline for Qtr. 4 An e-learning package will be developed and increase pain scoring documentation by Target 10% of the baseline By When? 31 March 2014 Outcome Better patient experience and clinical effectiveness Lead Clinical Quality Manager Baseline 39% End of Year Review This target has not been achieved therefore this will be measured during 2014-2015. Further recommendations will be made to ensure improvement: An e-learning package will be developed to increase pain scoring documentation from 24.08% NOT ACHIEVED Priority 6: Trauma WMAS was instrumental in the implementation of a regional trauma care system that rapidly identifies major trauma patients and delivers them to specialist Major Trauma Centre (MTC) hospitals. Since the system went live in March 2012 the majority of major Rationale trauma patients are now taken directly to MTCs, others are transferred later from supporting Trauma Unit (TU) hospitals by a medic led team and WMAS will continue to monitor the effectiveness of the Trauma Triage tool in 2013-14. Quarterly The patients that trigger the level 1 or 2 of the triage tool will be directly taken to a major Board trauma centre when they satisfy the criteria to do so report Target 95% of the time By When? 31 March 2014 Improvement in outcomes for this patient group (evidence produced by national Trauma Outcome Audit and Research Network) Lead Head of Clinical Practice and Trauma Lead Baseline 80 per month directly to major trauma centres End of Year Review This target has not been achieved therefore this will be measured during 2014-2015. Further recommendations will be made to ensure improvement: Patients that trigger the Level 1 or 2 of the triage tool will be directly taken to a Major Trauma Centre when they satisfy the criteria to do so 95% of the time (currently achieving 91.46%) NOT ACHIEVED 8 2.1.3 Patient Experience Priority 7: Patient Survey Patient care is at the centre of everything we do and it is important to the Trust to ensure that we collect the views of service users to inform us of the quality of care we deliver. The Trust continues to learn from patients’, carers’ and members of the public’s experience so Rationale we can see where the service user has reported good experience and, on occasion poor service. In 2012/13 the current Patient Survey incorporates the following question ‘would you recommend this service to friends and family`. Measure Through quarterly patient surveys, as well as an online survey and engagement with reporting Health Watch and Foundation Trust Governors to include the Friends and Family to board Recommendation test Target 5000 patients By When? 31 March 2014 Outcome Learn from patients and improve the patient experience Lead Head of Patient and Public Experience Baseline Target 5000 patients End of Year Review Through quarterly patient surveys, as well as an on-line survey and engagement with Health Watch and Foundation Trust Governors to include the Friends and Family recommendation test. The Survey including Friends & Family was shared as 7267 targeted surveys. ACHIEVED Priority 8: WMAS dignity challenge Respecting people’s dignity should include a zero tolerance of all forms of abuse and patients deserve the same respect/privacy: People should feel able to complain without Rationale fear of retribution, engagement with family members and carers as care partners; where people are lonely and isolated and in need of care they should be referred to the right service at the right time. Measure Qtr. 1: scope and Baseline reporting Qtr. 2: Raise awareness of the WMAS Dignity campaign amongst staff to board Qtr. 3&4: Staff signed up to the dignity challenge Target To have dignity champions up by 25% By When? 31 March 2014 Outcome Improve awareness of dignity in the Trust improving patients experience Lead Clinical Quality Manager Baseline 3 champions identified in Qtr1 End of Year Review Recruitment of 27 Equality and Dignity Champions. This work has been scheduled for further development of the role during 2014/16 ACHIEVED 9 2.1.3 Patient Experience (continued) Priority 9: Renal Patients During 2013/14 we will be working with the University Hospitals of Birmingham Foundation Trust (UHB) as part of a transformation project which is seeking to improve the patient Rationale experience for renal patients through our Quality Governance Committee (QGC) we will seek assurance that quality standards are being met, and where they are not, what actions are in place to improve performance Measure Monthly reporting from CGQC to the Trust Board demonstrating performance levels. reporting Q2 – Recommendations and outcomes from UHB transformation transport trial. Qtrly to Q3 – Implementation of service redesign. board To have improved performance standards against relevant and specific renal standards in Target accordance with contracts. To have reduced levels of complaints from renal dialysis patients by 25%. By When? 31 March 2014 Outcome Improvements in patient experience and wellbeing Lead General Manager PTS Baseline TBC in Qtr1 End of Year Review The trial allowed WMAS the opportunity to review procedures of transporting patients but most importantly provided learning on the best care the ambulance service can provide. This learning now forms part of contract improvement plans that have already began implementing new ways of working. The introduction of additional resources to support the contract has resulted in a reduction of – 76% March 2014. ACHIEVED 10