policy: i10 · procedure i10 first date of issue: oct 2007 this is current version i10/ 03 june...

West London Mental Health NHS Trust_____________________________________ _ of 24

Procedure I10 First Date of Issue: Oct 2007 This is current version I10/ 03 June 2015

Producing Information for Service Users & Carer’s

Policy: I10

Version: I10/03

Ratified by: Trust Management Team

Date ratified: 11th December 2013

Title of Author: Director of Communications

Title of responsible Director Director of Nursing & Patient Experience

Governance Committee Service User & Carer Experience Group

Date issued: 3rd June 2015

Review date: Dec 2016

Target audience: All Staff

NHSLA relevant? No

Disclosure Status B Can be disclosed to patients and the public

EIA / Sustainability

Implementation Plan

Other Related Procedure or Documents:

Equality & Diversity statement The Trust strives to ensure its policies are accessible, appropriate and inclusive for all. Therefore all policies will be required to undergo an Equality Impact Assessment and will only be approved once this process has been completed

Sustainable Development Statement The Trust aims to ensure its policies consider and minimise the sustainable development impacts of its activities. All policies are therefore required to undergo a Sustainable Development Impact Assessment to ensure that the financial, environmental and social implications have been considered. Policies will only be approved once this process has been completed



I10 – Producing Information for Service Users & Carer’s

Version Control Sheet

Version Date Title of Author Status Comment

I10/01 5th Oct

2007 Associate Director of Clinical Governance

N/A New Policy

I10/02.01 26th Nov

09 Director of Nursing & Patient Experience

Revised Policy out for consultation ending 5

th Feb

2010

On the 26th Nov 09

the revised Policy was approved for 8 week consultation by the Operations board

I10/02.02 Aug 2010 Associate Director of Clinical Governance

Revised/ Updated Policies reviewed within context of Trust’s Values Project.


Revised/ Updated

Comments from NHSLA Assessor


Revised Policy out for consultation ending 27

th Aug

2010

Comments from Patient Experience & Recovery Group

I10/02 1st October

2010 Associate Director of Clinical Governance

Revised Policy Issued

Final revisions to encompass NHSA Level 2 and 3 criteria. Presented to Policy Review Group 15

th

September - approved

I10/03 July 2013

October 2013

June 2015

Director of Communication

Revised policy To be presented to SUCE, July 2013

Amendments made in response to September Consultation

Presented to Dec 2013 TMT. Approved

Review date amended to reflect usual 3 yearly policy review cycle 03.06.15



Content Page No.

1. Flowchart 4

2. Introduction 5

3. Scope 6

4. Definitions 7

5.

5.1

5.2

5.3

5.4

5.5

5.6

5.7

5.8

5.9

5.10

Duties

Chief Executive

Director of Nursing & Patient Experience

Director of Communications

Communications Team

Clinical Director/ Team Managers

Policy Author

Involvement Lead

Membership Manager

Lead/Author

All Staff

7

6. Systems & Recording 9

7. National guidance 9

8. Accessibility 9

9. Provision of Information 10

10. Stages in developing Information 11

11. Distribution of Approved Documents 12

12. Archiving Documents 12

13. Monitoring and Review of Service user Information 12

14. Policy context and national guidance 12

15. Training 13

16. Fraud Statement (if required) 13

17. Glossary of Terms/Acronyms 14

18. Appendices

Appendix 1 Generic principles when creating Information Appendix 2 Information guidelines Appendix 3 Lead/Author checklist Appendix 4 Readers checklist/feedback form for new documents/leaflets Appendix 5 Review on service information /feedback form Appendix 6 Review of specific leaflets/feedback form Appendix 7 Monitoring Template

14 15 17 19 20

22

23

24



1. FLOWCHART Lead/author role:

2. INTRODUCTION

2.1 High quality health and care services depend on good information. The right person

Check if information is current/exists Identify purpose of new material/information

Contact the communications team for initial consult

Contact involvement lead

Identify /agree budget needs

Identify best medium/format

Identify alternative formats

Identify translation needs

Identify clinical content approval

Identify distribution of materials

Identify and contact service users/carers and relevant staff Arrange review group meetings

Agree with the review group:

Objectives of the material/leaflet

Timescales

Participants contribution in designing /reviewing material

How feedback is received /managed

Involvement payment

Whether volunteer readers will be invited for final draft review

Invite volunteer readers if required

Liaise with volunteer readers if required

Submit draft version to the Communications team:

Ensure material is in keeping with Trust’s values, style and tone of voice.

Ensure that the information provided is accurate and evidence-based.

Agree printing and distribution requirements

Respond to service user, carer, and volunteer readers feedback

Ensure that revisions are registered and archived

Set a review date : 1 year for core information or two years for less time critical



having the right information at the right time can make all the difference to the experience of a service user or carer. Good information also enables care professionals to make the process of care safer and more efficient (DH 2010). This policy aims to address people’s information needs and sets out a process for testing information for clarity and understanding to prevent ill-informed consent, while guarding against information overload.

2.2 The NHS constitution reminds us that the NHS aspires to put patients at the heart

of everything it does, supporting individuals to promote and manage their own health and choose how they are cared for and treated. “NHS services must reflect, and should be coordinated around and tailored to, the needs and preferences of patients, their families and their carers.” People need information to make informed choices about their care and treatment and to know what they can expect from our services. Patients have the right to:

Information about services available to them

Information about treatment options available, what they involve and the risks and benefits

Information that is robust and accurate

High quality information that is clear, impartial, balanced, evidence based, and up-to-date

Easily accessible, with reliable and relevant information in a form that’s easily understood and easy to use

2.3 At West London Mental Health Trust we are committed to making good quality

information available to service users and their carers, about our services and the care and treatment we provide.

2.4 This policy will provide assurance of compliance with NHS Litigation Authority,

managing the risks associated with service users not receiving adequate information to make an informed choice about their proposed care and/or treatment.

2.5 The Equality Act 2010 requires Trusts to make reasonable adjustments which will

allow disabled people to access all the information on services which it provides. For example, such reasonable adjustments might include translation of leaflets into “easy read” (for people with learning disabilities), provision of Braille and large print versions, versions on tape (for blind and partially-sighted people), or versions in British Sign Language (for deaf people who sign).

2.6 The Trust takes the standard of information provided for its service users and carers

extremely seriously. It recognises that in addition to affecting choice, information has ethical and legal implications for the professionals delivering services.

2.7 For service users, the choices that they face are highly complex. They need to be

able to understand and weigh up these choices; consider the urgency of any proposed treatment; the quality of care they are expecting; accessibility and facilities they need, as well as other practical considerations such as transport, parking and convenience.

2.8 Information may be developed or produced internally or externally to the

organisation. Only service user and carer information which is developed in line with this policy (or medication leaflets provided by pharmaceutical companies for use with specific medication) can be used by staff within the Trust.



2.9 Good service user and carer information is important as it can:

Address gaps in information and reflect preferences

Give confidence so that overall experience is positive

Allow people to make informed decisions

Involve service users and their carers in their care and treatment

3. SCOPE

3.1 Information to service users and carers. It sets out our approach to making good quality information available in the form of leaflets, posters, online information, mobile accessible information and DVDs.

3.2 The Trust will provide information on its services, including, for example, a

description of its services, how to access them, how to find services, opening hours, appointment systems, eligibility criteria, etc. The Trust will ensure that the service information provided is available in a range of languages and formats relevant to the population it serves. It should be remembered that written information is not always the best form of communication for some people – not everyone can see, read or understand written information.

3.3 As a public body, we are subject to the specific duties within the Equality Act 2010,

and are required to publish information that demonstrates how we comply with the three aims of the general equality duty below and how we demonstrate due regard to these duties, in the exercise of our functions:

Eliminate discrimination, harassment and victimisation and any other conduct that is prohibited by or under the Act.

Advance equality of opportunity between people who share a relevant protected characteristic and people who do not share it.

Foster good relations between people who share a relevant protected characteristic and those who do not share it.

3.4 The policy covers information provided for service users. It does not cover

information about service users or their individual care. 3.5 This policy describes the process for the development and review of all service user

and carer information. Clinical service units (CSUs) are responsible for ensuring that they involve service users and carers in the production of information.

3.6 For the Trust and professionals providing information, care has to be taken to

provide the most accurate, up to date information at the right time for each individual.

4. DEFINITIONS

4.1 Service User The term ‘service user’ is used to denote any person accessing Trust services. The term ‘carer’ is used to denote an informal (unpaid) carer, which can include family and friends.

4.2 Service user and carer information

Service user and carer information is classed as any communication (printed, electronic, audio or visual) that is used to provide information to service users,



carers, visitors or members of the public about conditions, treatments, investigations, medications and services.

4.3 Lead/author

Lead/author is someone nominated by a service to lead on the development of information, who works in line with this policy.

4.4 Volunteer readers

Volunteer readers will consist of service user, carer and public representatives who are FT members, who will be invited to review final draft versions. This is a virtual panel, which can be held remotely (e.g. by individuals via post or email) or in a group forum. Leads/authors will involve service users and carers in the first instance when reviewing and developing information.

5. DUTIES 5.1 Chief Executive

The Chief Executive is responsible for ensuring that the Trust has policies in place and complies with its legal and regulatory obligations.

5.2 Director of Nursing & Patient Experience

The Director of Nursing and Patient Experience is the lead Executive Director for this policy.

5.3 Director of Communications

The Director of communications has overall responsibility for ensuring the policy is fit for purpose and is implemented and monitored Trustwide.

5.4 Communications Team

The communications team is responsible for:

providing support and consultation

logging /uploading appropriate information to the Trust website

reviewing information against policy standards to monitor adherence

archiving all versions developed and/or approved by communications

5.5 Clinical Directors / Team Managers

Clinical directors and team managers are responsible for ensuring that:

The principles of this policy are applied at a local level

Staff have the appropriate knowledge base, IT skills and resources to develop and provide up to date information

Named Lead/Author works with service user and carers in the review and development of information

Core service information is reviewed every year, or sooner

Other material is reviewed every two years

Information is recorded locally, including version numbers/review dates

Copies of all local information (including updated versions) are sent to the communications team for inclusion on the Trust website

5.6 Policy Author



The Director of communications as Policy Author has overall responsibility for ensuring the policy is fit for purpose and is implemented and monitored Trustwide.

5.7 Involvement Lead

The involvement lead is responsible for ensuring that service users and carers are aware of the opportunity to review information when approached by the Lead/Author. The Lead/Author will liaise directly with participants once identified by the involvement lead.

5.8 Membership Manager

The membership manager is responsible for ensuring that members are aware of the opportunity to review information when approached by the Lead/Author. The Lead/Author will liaise directly with participants once identified by the membership manager.

5.9 Lead/Author

The Lead/Author is responsible for ensuring that:

They consult with the communications team

Service users and carers are involved from the outset

Relevant user and carer experience groups/forums are informed

Feedback and amendments are recorded

Volunteer readers are informed about what is required of them, then coordinate their feedback and record amendments

Clinical /service content has been approved and is evidence based

Electronic/printed copies are sent to the communications team and logged within their own service

5.10 All Staff

All staff are expected to ensure that information is provided to meet individual needs during the appropriate stage of the service user or carer’s journey. Staff will work within their own competence and not provide information that exceeds that competence.



6. SYSTEMS AND RECORDING

The communications team will maintain an electronic archive of leaflets developed and revised by the team or those developed in collaboration with Trust staff .

7. NATIONAL GUIDANCE

7.1 The quality of information for service users, and their carers and visitors to the Trust contributes to the perception of quality of the overall service provided and reflects upon the Trust’s reputation. It is vital therefore that information is accurate, up-to-date, easily understood, accessible, and reflects the Trust’s values and corporate identity.

7.2 Wherever possible, printed information, in an accessible and timely format, will be

used to reinforce verbal discussions. Staff should have the appropriate knowledge and skills to provide information that is accurate and up-to-date.

7.3 National guidance on the development and production of patient information can

be found at www.nhs.uk/nhsidentity 7.4 This policy reinforces the national guidance, which states that all service user and

carer information should be:

High quality and professional in appearance

Printed rather than photocopied

In line with the Trust’s corporate identity guidelines

Modern, portraying the NHS in an up-to-date way

Straightforward, avoiding gimmicks and overcomplicated design or wording

Honest, avoiding misleading information and false promises

Respectful and sensitive to cultural needs, avoiding stereotypes

Caring, portraying the NHS as a credible organisation that supports health

Professional, demonstrating pride and authority in what we do

Supportive of equity and choice

Providing the information in an accessible and timely manner

8. ACCESSIBILITY

8.1 Information should be accessible to:

People with sensory impairments

People with learning disabilities

People with physical disabilities

People who are elderly, frail or chronically sick

Young people

Ethnic minority groups 8.2 The Equality Act 2010 requires Trusts to make reasonable adjustments which will

allow disabled people to access all the information on services which it provides. For example, such reasonable adjustments might include translation of leaflets into “easy read” (for people with learning disabilities), provision of Braille and large print versions, versions on tape (for blind and partially-sighted people), or versions in British Sign Language (for deaf people who sign).

http://www.nhs.uk/nhsidentity



8.3 When we receive requests for information to be made available in other languages and in other formats our aim is to arrange for this to happen.

8.4 Services must ensure that service user confidentiality and data protection is adhered to by removing all service user identifiable details from text before sending documents to other organisations to be translated or transcribed. The Trust’s Caldicott Guardian should be contacted where clarification is needed.

9. PROVISION OF INFORMATION 9.1 Services are responsible for identifying and meeting the information needs of

service users and carers when they access services. Each service wishing to develop information is expected to have a Lead/Author responsible for the development of that information, who will ensure that service users or carers are involved.

9.2 Trust wide generic, non-clinical information will be identified and developed by

the communications team. 9.3 Any information that is provided to service users, carers and members of the

public reflects the quality of the service and the organisation: poor quality information gives the impression of poor quality services. Services will ask the intended audience for their views about the information.

9.4 Services will review the core service information that they provide to service users

and carers every year, or sooner, in the event of changes in legislation or guidance. Material that is less time sensitive will be reviewed every two years. Services will keep a record of information provided which will include review dates.

9.5 In-house service user and carer information will be developed when it is not

available from approved sources. Healthcare information developed in-house will be transferred to the Trust website.

9.6 Information should be printed rather than photocopied. Electronic healthcare

information will be developed as resources become available and opportunities arise.

9.7 Services should contact the communications team for cost estimates and

suppliers for information that should be professionally printed. Services will require a budget and cost code.

9.8 Services should send copies of information electronically to the communications

team for logging and inclusion on the Trust website

10. STAGES IN DEVELOPING INFORMATION 10.1 Planning . See Appendix 1 and 2 for guidelines for writing information ,See

Appendix 3 for Lead/Author checklist , see Appendix 4 for readers check list

Services to identify the Lead/Author, who will:



Check if pre-prepared information already exists

Contact the communications team for an initial consultation

The comms team can be contacted on 020 8354 8737

Identify and agree budget needs

Identify best medium /format

Decide how to involve service users and carers in the first instance

Identify if volunteer readers are required for the final draft review

Identify how clinical /service content has been approved

Liaise with the communications team

Plan distribution

10.2 Involving service users and carers. Information will vary depending on who it is for and what it is about. When writing information for service users and carers the best approach is to involve them in developing material that’s accessible, meaningful and takes account of their point of view.

Services are responsible for involving service users and carers in the review and development of service user and carer information. Involvement can take different forms. The Lead/Author will need to consider the complexity or contentious nature of the information and how they can work alongside service users and carers. The Lead/Author can initiate involvement either by:

Setting up a short term working group to agree/review content

Working with a service user or carer to co-produce information/materials

Seeking feedback from service user/carer groups or forums

Inviting volunteer readers (FT members)

10.2.1 The Lead/author will work with service users and carers in the first instance. They can contact the involvement lead who will identify those who seek to be involved. Leads/authors who require volunteer readers to review the final draft, can contact the membership manager who will identify volunteer readers. The Lead/author is responsible for contacting service users, carers or volunteer readers, co-ordinating feedback and responding directly to them. (See Appendix 4 for sample feedback sheets)

10.3 Working with the communications team. Leads/authors will submit a draft for editing to the team, making sure it is in keeping with the Trust’s values, style and tone of voice. Leads/author’s have a responsibility to ensure that the information provided is accurate and evidence-based.

10.4 External material. It is common for externally published material to be used within

the Trust. Before these documents are used, it is important that they are subject to the same quality control checks as internally produced materials and service users and carers are consulted. It is also important to ensure that when appropriate, local contact details are placed on external leaflets.

10.5 Reviewing information. Once approved at service level and by the

communications team, a draft version can be sent to volunteer readers. This will be co-ordinated by the Lead/Author.

10.5.1 The Lead/Author will identify any changes made as a result of feedback and

provide a rationale to reviewers for instances where changes cannot be made.



11 DISTRIBUTION OF APPROVED DOCUMENTS. 11.1 Services will ensure that the correct information is available and provided at

appropriate times throughout the service user and carer’s journey. 11.2 Leads/authors with specific responsibility for developing information, will identify

how information will be distributed in a timely and cost effective manner

12 ARCHIVING DOCUMENTS 12.1 When Leads/authors consult with the communications team and the information is

developed and approved, it will be logged and archived by the communications team.

12.2 When leaflets and other media are reviewed and/or updated, they will be archived

by the communications team with copies kept for seven years. 12.3 All documents, leaflets and other media given to or available for service users

must be saved with a title and version control number. This may need to be retrieved at a later date if a query is raised about information given to a service user. Communications are responsible for archiving all information etc. which has been developed or discussed and approved by communications. Each service is responsible for ensuring a copy of all public documents or in house material given to service users are recorded in the patients notes. Services much ensure they archive public documents used and a record is available on a database.

13 MONITORING AND REVIEW OF SERVICE USER INFORMATION 13.1 Services will continually monitor the use and effectiveness of their information

through feedback from service users, carers and healthcare teams, including feedback through service user/carer experience surveys, PALS and complaints. See Appendix 6 and Appendix 7

13.2 Services will review the core service information that they provide to service users

and carers every year, or sooner, whilst less time-critical material will be reviewed every two years. Services will keep a record of review dates.

14 EXTERNAL REFERENCES

14.1 Within the context of policies on consent and informed choice, recent policy drivers include:

Mental Health Outcomes Strategy (No health without mental health) 2011

Equity and excellence: liberating the NHS, 2010 White Paper

NHS Constitution and NICE recommendations, on patient involvement.

Care Quality Commission essential standards of quality and safety Outcome 1, (Respecting and involving service users) includes the duty to ‘provide service users with appropriate information and support in relation to their care and treatment’

NHS Litigation Authority Risk Management Standards (www.nhsla.com)

Better Information, Better Choices, Better Health DH 2004

Good Practice in Consent Implementation Guide DH 2001



Creating a patient-led NHS: delivering the NHS Improvement Plan DH 2005

National standards, local action DH2004 - the obligation to make service information available.

The NHS Plan 2000

Kennedy Report into the Bristol Royal Infirmary 2001 14.2 Legislation which carries obligations for information provision:

Equality Act (2010)

Health and Social Care Act (2001)

Health and Social Care Act (2012)

14.3 Other resources:

NHS Identity: NHS Brand Guidelines (2010) - http://www.nhsidentity.nhs.uk/

Patient Information Forum http://www.pifonline.org.uk/

15. TRAINING

Staff will work within their own competence and not provide information that exceeds that competence. Staff will contact the communication team for advice and sign posting.

16. FRAUD STATEMENT

Not applicable to all policies (N/A)

17. GLOSSARY OF TERMS / ACRONYMS

NHS National Health Service

FT Foundation Trust

CSU Clinical Service Unit

DH Department Of Health

PALS Patient Advice and Liaison Services

http://www.nhsidentity.nhs.uk/

http://www.pifonline.org.uk/



NICE National Institute for Health & Care Excellence

GMC General Medical Council

18. APPENDICES.

Appendix 1 Generic principles when creating Information

Appendix 2 Information guidelines

Appendix 3 Lead/Author checklist

Appendix 4 Readers checklist/feedback form for new documents/leaflets

Appendix 5 Review on service information /feedback form

Appendix 6 Review of specific leaflets/feedback form

Appendix 7 Monitoring Template



Generic principles when creating information – Appendix 1

Clear writing guide

Top tips:

Keep sentences and paragraphs short

Prefer active verbs

Use 'you' and 'we'

Use words that are appropriate for the reader

Avoid jargon and abbreviations

Don't be afraid to give instructions

Use lists where appropriate Writing clearly is not about ‘dumbing down’. It means that everyone who reads your document can understand what you are trying to say. It’s the best approach for everyone.

Speak with a friendly tone of voice When we write, we should be clear, warm and direct. One way to picture this style is to imagine speaking to a respected friend in a café. This less formal, conversational style is what we are aiming for. Use plain English Use everyday English whenever possible. Avoid jargon, management speak and abbreviations. Although abbreviations can be a useful shorthand when everybody knows what they stand for, they exclude anyone who doesn’t understand what they mean. Keep sentences short and punchy Using shorter sentences and paragraphs makes your writing easier to read. By restricting yourself to one idea per paragraph, readers will be able to follow the flow of your document, without having to re-read sections of text. Use active language Active language means putting the subject first (the person/group/thing doing the action) Passive: The book was read by Ben. Active: Ben read the book. Active text tends to be shorter and crisper. It is also the way most people speak out loud. Remember that the subject is not always a person, but whatever or whoever is doing the action. ‘The brick hit John’ is active, but ‘John was hit by the brick’ is passive. Speak to your reader Remember that an individual will be reading your document, so address them directly whenever possible. Use ‘you’ and ‘we’ to make your writing both friendly and more direct. Avoid using terms such as ‘the patient should’ or ‘service users will need to’. Use words and phrases that are appropriate to your audience and use the simplest words possible to make your point.



Break up your text Use subheadings and lists to break up your text and make it easier to follow. If bullet list include long sentences, help your reader by putting a full stop or semi-colon after each one.

Add emphasis where appropriate

Use bold text sparingly to add emphasis. Overuse will reduce its impact. Avoid using italics or underlined text as these are both more difficult to read. Avoid too many capital letters The use of capital letters (uppercase) has reduced considerably in the past 20 years. This reflects a less formal style, which has been supported by the increase in online media.

Overuse of capitals also makes text more difficult to read for people with dyslexia or those with certain sight problems.

Our house style is to only use capital letters for people, places, organisations, book titles and other ‘proper names’. We don’t capitalise job titles, teams or services. Titles in documents should not have a capital letter for each word.



Information guidelines - Appendix 2

Writing information about services

Describe the service.

Who is your target audience / who needs to read the leaflet?

Who qualifies for the service?

Details of how to access the service.

Are maps needed?

When is a service available?

Is there a waiting time?

How often do they need to attend?

Do they need to bring any documents?

Who to contact if they cannot attend.

What is or is not available, e.g. transport, parking

Accessibility of venue e.g. wheelchair accessible, hearing loop?

Are interpreters needed?

Are any costs involved?

Is there a choice of male or female staff?

Will there be single-sex or mixed-sex group sessions?

Are there any advantages or disadvantages that need to be explained?

Who to contact (phone number) and when, for example, from 9am to 5pm Monday to Friday.

Phone number, address and website of the organisation.

Writing about conditions and treatments

What is the leaflet about, and who is it for?

What condition is being described?

Is it known by another name e.g. Bipolar Disorder / Manic Depression

Use the medical name but also any other terms that people will recognise

What are the signs and symptoms?

What causes it? Or, if the cause is not known, say so. (The GMC suggests including details of the diagnosis and prognosis as well).

Does anything increase the risk, for example, age, sex, ethnic origin or a family history of the condition?

Are there any tests or examinations needed to confirm the diagnosis?

What treatments are available? Give brief descriptions

What are the side effects and the risks of getting treatment or not getting treatment?

Describe the effects of treatment choices on overall quality of life

Make it clear that there may be more than one possible treatment choice

What are the next steps?

What can service users do for themselves?

Who can they contact if they have any more questions?

Identify other appropriate 3rd sector support groups and websites

What happens when they arrive at clinic or hospital who will they meet?

Inform the service user if the treatment is experimental or innovative



Writing about medication for service users

Explain that a leaflet should be read alongside any manufacturer leaflet

What medication are you describing and what is it for?

How is it given and how often should it be given?

What should be avoided or added when taking a particular medication

What are the side effects? Mention that everyone is different and may react differently

What to do if medication is not given properly

Remind to tell the prescriber about any other medication being taken

Advice on storing medication

Advice on repeat prescriptions, including emergency prescriptions if necessary

A contact number (of the pharmacy, specialist nurse, doctor or NHS Direct) for more information and to check on any concerns about side effects

Give details of appropriate medicines information websites, referring to medicines information for members of the public on sites such as www.patient.co.uk and www.netdoctor.co.uk

http://www.patient.co.uk/

http://www.netdoctor.co.uk/



Lead/author checklist - Appendix 3

Action Yes No Comments

Planning and preparation

Identify need for information

Does information exist elsewhere ?

Does external information match standards ?

Consult with the communications team

Are other formats needed i.e. easy read, large print or Braille

Identify additional languages required

Distribution plan

Budget/cost code identified/needed

Who will sign off service /clinical content ?

Service user and carer involvement

Individual service users/carers involved

Short term working group set up

Local/trust wide experience group /forum

Request for volunteer reader for final draft

Type of involvement – co production/ reading

Involvement payment

Develop content The target group is clearly defined The aims of the information are stated The risks have been identified The benefits have been identified Alternative treatments/procedures identified Sentences no longer than 15 to 20 words Present and active tenses used where possible A personal tone used Everyday language used Jargon avoided Acronyms, abbreviations and technical terms avoided or explained

Spelling and grammar correct Headings and new paragraphs used to divide text Bold text used for emphasis only Underlining, italics and UPPER CASE not used Minimum 11 point font for main body of text and 13/14 point (bold) for headings

Review

Service /clinical content signed off

Comments from service user /carers recorded

Final draft to volunteer readers

Distribution and Archive

Printing plan

Distribution plan

Does service have a record of information ?

Copy sent to the communication team for logging and upload to Trust website

Date for next revision



Readers’ checklist - Appendix 4

Please use this form as a guide for your comments on the document you have been asked to read. Feel free to make any other comments about the document that you feel are relevant. There is space at the end of the form to allow you to do this.

Thank you for your time and help, it really does make a difference.

Is the purpose of the document clear?

Is the document too long, too short or the right length for its purpose?

Is the language easy to understand?

Is the text suitable for its intended audience?

Does it include jargon, abbreviations or problem words or phrases?

Do you feel that there is any information missing that could improve the document if it was included?

Please comment on the size of the text. (Can you read it easily?)



What do you think of illustrations / pictures (if used)? If not used, would they improve the document? Please comment / make suggestions.

Is it attractive to the eye (i.e. would you want to pick it up?)

Are there sufficient contact details to allow people to get further information if they need it?

Is there anything you particularly like or dislike about the document?

Document reviewed

Reviewer name

Reviewer contact Telephone

Email



Review /feedback on service information – General Comments - Appendix 5 You are invited to give feedback on service information (normally leaflets, flyers, information sheets, but can include other formats). You can leave your contact details or complete anonymously.

If your feedback concerns a specific leaflet or form of information, identify in space below. If your feedback is a general comment please circle below

General

Date: Your name: Contact number:

Would you like to be involved in helping us to develop or review the information we provide ?

Yes/No

General comments – circle Yes (Y) or No (N)

Do staff inform or signpost you to available information Y N

Are there enough copies available ? Y N

Are staff able to provide copies when asked ? Y N

Is the information provided to you useful ?l Y N

Does the information provided help you to feel informed ? Y N

Does the information provided help you to make choices ? Y N

Would you prefer other formats? - tick which one DVD Online Mobile phone

What is good about the information that’s provided ?

What could be changed about the information that’s provided ?

What information would you like to see provided ?



Review /feedback on service information – Specific leaflets – Appendix 6 You are invited to give feedback on service information (normally leaflets, flyers, information sheets, but can include other formats).You can leave your contact details or complete anonymously.

If your feedback concerns a specific leaflet or form of information, identify in space below. If your feedback is a general comment please circle below

Date: Your name: Contact number:

Would you like to be involved in helping us to develop or review the information we provide ?

Yes/No

Feedback about leaflets, flyers or other formats – circle or tick below

Is the purpose of the document clear? Y N

Is the language easy to understand ? Y N

Does it include jargon, abbreviations or problem words or phrases? Y N

Are there sufficient contact details to allow people to get further information? Y N

Document length, is it: Too short Too long Just right

Would you prefer other formats? DVD Online Mobile phone

Is there is any information missing that could improve the document if it was included?

What do you think of illustrations / pictures (if used)? If not used, would they improve the document?

Is there anything you particularly like or dislike about the document?



Appendix 7 Monitoring Template POLICY / PROCEDURE: I10 – Patient Information Policy

MONITORING TEMPLATE

Minimum Requirement to be Monitored

Where Described in the Policy

WHO (which staff / team / dept)

HOW MONITORED (Audit / process / report / scorecard) - list details

HOW MANY RECORDS (No of records / % records)

FREQUENCY (monthly / quarterly / annual)

REVIEW GROUP (which meeting / committee)

OUTCOME OF REVIEW / ACTION TAKEN (Action plan / escalate to higher meeting)

Services will review the core service information that they provide to service users and carers every year or sooner 9.4

member of service

Locally by service Annual

Service meeting SMT

Services will review less time critical material every two years. Services will keep a record of information provided which will include review dates 9.4

member of service

Locally by service Annual

Service meeting SMT

The communications team to select leaflets supported by the department and review against policy standards and invite service user, carer, volunteer reader feedback 12

Comms Team Virtual 10% Annual Virtual

Comms Team to feedback to Services and recommendations

Services will maintain a list of all leaflets and revisions. Teams will be contracted and copies of lists will be requested

12 Comms Team

Check list Sample Quarterly N/A Comms Team to feedback to Services

Communications are responsible for archiving all information etc. which has been developed or discussed and approved by communications. All version details will be logged onto the communications archive database. 12.3

Comms Team Check list Sample Annual N/A

Each service is responsible for ensuring a copy of all public documents or in house material given to service users are recorded in the patients notes. Services much ensure they archive public documents used and a record is available on a local database.

12.4 Comms Team

Check list Sample Annual N/A