| Criteria:
The patient’s experience |
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add new entry |
| Evidence / Entries |
Contact |
Added / Updated by |
Date |
| Service updates, notice boards and reception area |
David McMaster Positive East Health Promotion Officer 020 7791 2855 |
David McMaster Positive East Health Promotion Officer 020 7791 2855 |
09 March 2006 |
In order to ensure our clients and staff/visiting healthcare teams are kept informed about what services are available within our organisation, the main reception area at our Stepney Centre was given a complete overhaul. A volunteer took on the role of reviewing the content and the notice boards were cleared with all printed material on display being catalogued. Each team was given a dedicated space on the boards to ensure information was clear and easy to determine what team it belonged to, thus improving the environment for service users. The volunteer also has the responsibility of keeping an eye on the information to make sure it is kept up to date.
The chairs available for visitors to wait on were moved to another wall so as not to be in the direct line of the door (making it warmer and more confidential).
A similar procedure is now being undertaken at our 3 other sites. This will standardsise the information and resources available. |
| Multi-Disciplinary Team Approach |
David Mc Master |
Mark Santos |
15 May 2006 |
Positive East operates as part and facilitates the development of a network of health and social care accross disciplinary boundaries enabling effective care pathways for clients and thereby ensuring that needs are met and preventing their escalation.
Positive East recognises that effective client care requires the support and intervention of a range of health and social care services. Further that the intervention of these services support clients in their journey towards independence.
Examples of this include the close relationships that exist accross social services, clinical nurse sepcialist, counselling, housing and Positive East in Redbridge. The multidisciplinary team hold regular meetings that ensure an holistic approach to client need that effectively addresses need. |
| Layout of Public Areas |
David Mc Master |
Mark Santos |
15 May 2006 |
| The charity attempts to ensure that public areas within our buildings are welcoming spaces that promote access and inclusiveness. We strive to achieve this through involving service users in the layout. This was the case in our Straford office and more recently in the redesign of Stepney. |
| Quality Standards |
David Mc Master |
Mark Santos |
15 May 2006 |
The chairty is on a continuous journey of improvement of services to ensure the best experience and service for our clients.
The charity has a Community Legal Service Quality Mark which we continue to maintain and have this year been awarded Double tick Standard for recuitment and disability.
We have this year established our own standards for each of our services e.g. how many rings before a phone is answered, maximum acceptable waits for a service.
We are now working towards achieving:-
Matrix Accreditation for our advice and guidnace services
PQASSO as a quality system for the whole charity. |
