We work with Service Users to achieve their defined goals and outcomes in terms of their recovery journey, based on their Support Plan and the Recovery Star dimensions.
Recovery based outcome indicators
RF led a collaboration with partners through the Mental Health Providers Forum looking at developing a simple set of recovery based outcome indicators, a gap acknowledged by all those working in the sector. We mapped just 26 of our 100+ contracts and arrived at a list of 470 individual measures we are asked to report against to Commissioners. On the basis that this must be the same for all our competitors, we then worked with a small group of them together with service users from across our organisations to see if we could find some common ground. Even a 60% overlap across Commissioners would be a giant step forward!
RF's rolling programme of Service Reviews is a winner all round. It provides a benchmark of quality reassurance to commissioners – in their words:
"Having a strong, internal review process in place offers us reassurance that providers have strong systems in place to monitor the quality of
"Having an internal review process is excellent – it shows us that you're looking at quality but you’re also demonstrating a different culture, you're working with us in trying to meet the needs. Even having this sort of dialogue, this conversation with commissioners as part of the review process, speaking to staff shows us that RF is willing to work with us to provide a really good service that meets our needs."
Both Staff Peer Assessors and Service User Peer Assessors are benefiting hugely from their involvement "As a result of the process I feel I have the experience and knowledge to support other services and share good practice and give alternative thinking/solutions to any issues."
National Service User Satisfaction Survey
“The best way to explain it is that before attending Richmond Fellowship my life was monochrome, but now it’s technicolour!”
The results from the National Service User Satisfaction Survey are an extraordinary testament to RF staff.
Service Statistics and Outcomes 2011/12
Number of people using RF services = 9526
People recording a positive outcome:*
Employment Services and Retain = 2799 (78% left the service)
Accommodation Based Services = 12 (73% left the service)
Floating Support and Community Based Services = 883 (64% left the service)
* Positive outcome: those people using our Employment Services who have moved into employment, training or further education; those people in our Retain services who have retained their job, been redeployed or have changed job; those people in our accommodation based services who have moved on to more independent living; and those people using our Floating Support and Community Based services who no longer need our support.
Celebrating Hard Work, Innovation and Success Awards
One of the highlights of the National Managers’ Meeting this year was the much anticipated Services’ Awards ceremony. The judging panel were so impressed by the quality of nominations that they added an extra category, Anti Stigma, to the original list of nine. The ten award categories showcased below illustrate the range of initiatives the winning services created – a snapshot of the many brilliant examples submitted.
Check out ‘Green Gurus’ for a really innovative service – let’s hope there isn’t a drought in Northampton!
Excellence in Networking
Winner: RF Milton Keynes and Northants Repton House
For: The collaborative work RF has done with MIND and Rethink to train over 35 service users and staff in Hearing Voices, to enable the three providers to develop a Hearing Voices Group for people in Milton Keynes. The group now meets weekly, and this is what people say about it:
“Saved me from a living hell. I was a mess, just look at me now. Thank you, thank you for getting this group off the ground.”
“Family and friends have seen the big changes in me. I am moving on so quick now, I want more. I can see the light at the end of the tunnel for the first time in many years.”
Winner: RF Milton Keynes and Northants William Tarry House
For: The design and build of an eco-friendly service providing 12 self-contained flats. This features solar panels on roofing, a water harvester which enables toilets to flush, eco-friendly hand towel dispensers and an allotment for fresh produce.
Most improved service
Winner: RF Colindale Meridan and Foxlands House
For: Modernising the services to meet the changing needs of service users following the end of the initial 10 year contract, which was to provide a ‘home for life’ service following the closure of Napsbury Hospital. A high intensive 24hr Support Service and Step Down Service were created, resulting in a big culture shift for both staff and service users.
Commissioners have expressed the desire to see the Colindale Service heralded as a ‘flagship’ service.
Most innovative delivery
Winner: RF Durham Darlington Floating Support
For: Working with a range of other agencies to provide service users who are homeless with a safe and comfortable place to sleep. Aptly named ‘No Second Night Out’, the service ensures that no one is forced to spend a second night sleeping in a doorway or on park benches. Through the links RF has, people can be housed in as little as eight hours with a tenancy, furniture, white goods and even a starter food package.
Best Commissioner Involvement
Winner: RF Cheshire Chadwick Fields
For: Working with Supporting People Commissioners and Adult Social Care to fill a newly developed housing site for people with mental health problems or learning disabilities eight weeks before completion, as Supporting People and Adult Social Care were unable to reach appropriate tenants. On the back of this, additional floating support business was obtained, as well as additional Individual Budgets.
Best Service User Involvement
Winner: RF Chichester
For: Developing a local strategy outlining the different levels and opportunities for Service User Involvement across RF.
Winner: RF Hunts and Fens Employment Service
For: Developing a range of standard and bespoke training packages for employees and managers to raise awareness of mental health issues in the workplace, with information on how to handle issues appropriately. This has been delivered to a number of national and local employers with a business plan in place for delivery going forward.
Best Use of Technology
Winner: RF Durham Day Service
For: Providing service users with digital cameras (purchased through fundraising) to enable them to undertake a digital animation project. The resulting digitally animated film was based around poetry the group had written, and the creative process gave people involved a real sense of pride and achievement.
Equality, Diversity and Social Inclusion
Winner: RF Blackpool Community Development Worker
For: The excellent work done in 2011 by RF for World Mental Health Day which resulted in RF coordinating the Blackpool World Mental Health Day Events 2012. The Community Development Worker brought together over 28 community groups, other agencies and service users twice a month to chair planning meetings for the week long event.
The week was a huge success, and RF staff and service users described RF’s work in Blackpool’s diverse communities in interviews broadcast on BBC Radio Lancashire during the week.
The Big One – Project of the Year
This award is for a specific aspect of work that is not necessarily part of the core delivery of the service or function, which has resulted in a positive outcome to the end customer.
Winner: RF Mid Surrey Farmfield Secure Hospital Project
For: Providing community links and employment support to prisoners who have been detained under the Mental Health Act and who are being treated for mental health issues as part of their custodial sentence in a secure unit in a remote location.
- Seven referrals received in a nine month period (three for Community Links and four for Employment Support)
- Voluntary work gained at the prison hospital for three people
- External voluntary work gained for four people in local charity shops
- One work experience placement at a hairdressers
- External employment for one person
EFQM Committed to Excellence status
In September 2011 RF was externally assessed by the British Quality Foundation and awarded C2E status. This award, unusual in the voluntary sector, reflects the Group's commitment to embedding a culture of continuous improvement throughout the organisation. Dave Richards, British Quality Foundation, reported: "The site visit confirmed that the three improvement actions selected easily exceeded the Committed to Excellence scheme requirements of Results, Approach, Deployment, Assessment and Refinement (RADAR)."
Investors in People
RF was assessed and retained this award in December 2011 for a further three years.