What key performance measures does the West Suffolk CBT Service use to demonstrate that it is providing a high quality, high performing service?

 

Economic Performance Measures

 

In many respects the West Suffolk CBT Service demonstrates that it offers a high quality service by its economic prosperity. Despite the fact that the region has offered its own well developed free psychological treatment services via the NHS, for several years the West Suffolk CBT Service and its associated companies has generated an income of more than £1,400,000 since its inception by offering a client centred service. This has been achieved without any direct advertising to the public. Repeated referrals have come through local General Practitioners and Consultant Psychiatrists, who have been offered direct evidence from witnessing the change in presentation of their patients about the quality of care offered at the West Suffolk CBT Service.

 

Service user feedback 

 

The West Suffolk CBT Service follows a protocol of once per year sending out feedback forms to service users. These feedback forms are completed anonymously and sent back using a stamped addressed envelope to a third party who collates the information gathered. The most recent data gathering exercise revealed a series of scores based on several components. Key points are listed below, and scores offered are based on five being a maximum score and zero being the lowest possible score.

 

Content of therapy                4.88

Effectiveness of therapy        4.74

Learning experience             4.81

Therapist quality                  5.00

Materials given                    4.32

Appointment availability       4.55

Administration                     4.53

Location                              4.65

Room size                           4.80

Refreshments                       4.44

 

Suggestions for improvement to our service

 

Service users were asked to offer suggestions for improvements to our service. A collection of suggestions are shown below.

 

- Already pretty good

- Nothing to add

- New, therefore effective, Reinforcement of techniques

- Very good

- Extremely useful; No improvements to suggest

- Fresh coffee

- More effective at easing problems than “standard” counselling

- Friendly, relaxed, constructive.

- Reduce cost, but this “not really an option”

- Therapist challenges client; makes difference to their life. Supportive. Understands like no other therapist. Encouraged to see validity of feelings

- Contact with partner appreciated. Achieved in one session more than months elsewhere. Professional. Lucky and privileged.

- Further short summaries of sessions would help, i.e., bullet points only and not for every session

- Copy of 1st session useful

- Text notifications service for appt reminders/info on services

- V. Good; local and convenient. Appreciated books at start of course and for wife.

- Comfortable & relaxed: good for anxiety levels. Therapy excellent. Best ever had. Better life thanks to therapy/support

- Faster response to initial contact

- V. Responsive to needs, suggesting techniques, modifications for future use

- No improvement. Best in 18 months.

- Perfect. More than happy

- Accommodating: joint decisions; lovely tea; clean premises and hand towels

- Honest, true, gentle, professional. Keep doing it

- Suggestions for further reading

- Treated as an individual; friendly staff; go the extra mile outside of sessions

- Admin with insurance takes too long. Like copies of flip-chart sessions.

- Feedback sessions comforting, client handling good, hot drink relaxing

- Car park too small; stress caused when both spaces are full. For people who drive, we need a less central location with larger car park

- Great service, esp therapist: life is what it is today thank to [x]

- No. Excellent service

- Excellent therapy, useful hours

- Home visits made the help needed possible

- Reception could be more private; not shared with other patients

- Appt availability is a minor issue

- Relaxing understanding; very good

- Book provided: excellent

- No handouts: would be helpful between visits

- Understands change can happen slowly and needs work. Thanks team for offering treatment the way they do

- The service is excellent

 

In addition to the above the West Suffolk CBT Service will utilise any outcome measures selected by purchasers to demonstrate change. The West Suffolk CBT Service is also happy for purchasers to audit the impact of its interventions using its own mechanisms.