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| Portfolio
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| Criteria:
Why Involve? Why Partnership? |
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add new entry |
| Evidence
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Contact |
Added / Updated by |
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Service leaflets, team meeting agenda's, quality improvement plan, service posters, management team minutes,agendas and copies of spots cards, reviews and service information |
Janet Murat |
5th October 2006 |
5th October 2006
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The Women and Young People's service provides community based family planning and sexual health services to the Tower Hamlets community. We have aimed to establish a clear customer care ethos , actively seeking to recruit staff who will share this philsophy and be proactive in supporting patient involvement in the delivery and development of our services.We feel by developing a clear customer care approach the service will gain the confidence of the local community who use our service. Some of the community is traditionally 'hard to reach', either because historically they may feel services have not been aimed at them or due to confidentiality concerns.Tower Hamlets has an ethnically diverse community, and has a a large bengali community, therefore services are designed to ensure the needs of this community are met via effective advocacy services.It additionally targets the needs of young people under the age of 25, with this work being undertaken by the Options team. The service aims to ensure that patient involvement is embedded in the plans for service development and delivery.We want to ensure that involving patients in how we deliver how our services is seen as important to all staff and an essential part of their role.In addition to canvassing current service users we have actively sought the views of those who do not access our service frequently, e.g. young men. This has been to establish current views, raise awareness about current service provision and to inform future service development. We have implemented practice to ensure that the patient experience is central to the way the whole of the service and the individual teams develop and deliver services and care. Our mission statement is to provide a, 'Safe, proficient and professional sexual health service for the people of Tower Hamlets.We have aimed to make the experience of accessing WYPS as welcoming as possible by ensuring the staff and premises are as welcoming as possible. We consider what patients will observe as soon as they enter the clinic as first impressions influence the whole experience. Signs and notices are made as positive as possible and not used to 'gatekeep' the service.We have chosen pictures via an art competition by young people from the local community to decorate our main clinic( see section- involving the wider community), and acknowledged the contribution by participants. Recruitment is actively targeted at the local community with bi-linguality being an important part of their roles to improve job satisfaction and to influence the patient experience positively, as this is additional to trust advocacy and translating services.Customer care is an integral part of department training and meetings and seen to be integral to roles within the team. Ultimately our aim is to give the communities accessing our services confidence and trust in our services to promote access, choice and opportunity to inform future services.
The Women and Young People's service includes;
- Family Planning Clinics( drop-in & appointment)
-Young People's clinics( via the Options Team)
- Pregnancy counselling and termination services
-Cervical Smear tests( via specialist clinics and in GP practices)
-Specialist clinics for- menopause,menstrual problems, psychosexual problems
- Domicillary service for clients with complex needs and diffculties travelling
- Male circumcission service( for infants under 5 months of age)
-Specialist nurse team for community HIV care
- Psychosexual Therapy
- Reversal of Female Genital Mutilation
Our service attempts to engage in a continuous improvement cycle using such management techniques as:
1. Quality Improvement Plans
2. Management Team meeting with specific goals and outputs
3. Target Setting internally and externally
4. Performance appraisal of staff and services
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