This week we talk to Vicky Clarke, a matron from the Glenbourne Unit (part of Livewell Southwest) about using the SCORE Survey.
“To start with I felt sick of my own voice, ‘don’t forget everyone we need to get our SCORE survey back’ – it took a little bit of explaining but my poor lot at the Glenbourne Unit are used to completing surveys on one of my whims.
This time though, it didn’t take that much pushing…once the team got their head around the fact that SCORE didn’t have anything to do with the upcoming Six Nations or whatever football related tournament was on the go at the time (😏) they were happy to commit to completing the survey…particularly when we described how it was aimed at giving them a picture of how their attitudes, feelings and behaviours might impact on how safely the care was delivered in the unit…my lot take those matters very seriously as you’d expect from an impatient mental health unit rated as ‘Outstanding’ by the CQC.
We received regular updates on how many submissions had been made on a fairly frequent basis by the more than helpful Joanna Pendray at the safety collaborative. This was broken down anonymously but by team so we could offer gentle nudges to those beauts in our team who might have put the survey to one side thinking it was perhaps likely to be time consuming and get in the way of providing direct care…
…as it turns out the survey took minutes. Easy to register, log on and navigate around the system. The limited questions themselves were focused and felt tangible, and all of us were surprised how quickly we whizzed through without finding the survey onerous.
We submitted our surveys after 85% of the hospital had committed their working time to taking part… we all felt excited and keen for the next stage.
Finally came the day we expected our results…no need for any waiting! At 7.30 my inbox was flooded by a team by team break down on each domain by radial diagram of our results. This included comments, team by team break downs, and staff group break downs.
We poured over these for only an hour or two before the delightful Joanna Pendray and insightful Dr Matt Hill called to give me and my manager Dan an insight into the results. We received great feedback, advice, explanation and information. The results we had were as beautiful as we’d have hoped and the SW ASHN were great at explaining context and making suggestions.
After being suitably ecstatic about our results for a short period, we then started to think about improvement and invited Joanna to come and meet with the team and offer a debrief.
The time was great to review our behaviours and cultures and to think of when we might make sacrifices in the name of patient care – like seriously Glenbourne, it’s OK to take a lunch break without feeling indulgent!! – and of course we came out with a number of change ideas as well as feeling closer as a team as a result of the process.
So thank you SCORE, can’t wait to use and abuse your services in a year’s time to review progress…I mean we can’t believe our luck that this is free!!! #WeLoveSCORE