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QI 1283 Improving Service User Experience at Ashby House
Marsh, Debby Denny, Vicky Supported by the Quality Improvement Teak
Marsh, Debby
Denny, Vicky
Supported by the Quality Improvement Teak
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Affiliation
Coventry and Warwickshire Partnership NHS Trust
Other Contributors
Publication date
2024-12
Subject
Collections
Research Projects
Organizational Units
Journal Issue
Abstract
To improve existing service user experience at Ashby House and The Lodge by 45%, by December 2024.
Ashby House is an overnight respite service, and the Lodge is a day care service, providing short breaks and day provisions for adults with learning disabilities and complex health needs.
Staff recognised when service users are not engaged in meaningful activities, they can demonstrate difficult to manage behaviours, and wanted to make their visit a ‘home from home’ experience.
With some legacy money that had been left to them, and fund-raising events, they purchased new equipment so activities could be freely available and meet service user needs, following engagement with families, service users and staff.
Service user experience was measured both qualitatively and quantitively, based on staff perception across four categories; service user enjoys coming to respite, indifferent, does not enjoy coming to respite and does not engage.
Tools Used:
Driver Diagram - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-driver-diagrams.pdf;
Measurement for Improvement - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-measurement-for-improvement-overview.pdf;
PDSA - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-pdsa-cycles-model-for-improvement.pdf;
Stakeholder Feedback.
Project Impact: Overall, the project achieved a 47% improvement in service user experience. The 14 service users categorised as not engaging at all, have all moved into other categories, leaving zero in that category.
Citation
Marsh, Debby; Denny, Vicky. QI 1283 Improving Service User Experience at Ashby House. Coventry and Warwickshire Partnership NHS Trust, 2025.
Type
Internal Poster