27-06-14 healthwatch doncaster annual report 2013-14
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Healthwatch DoncasterAnnual Report2013/14
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ContentsIntroduction Pg 1 & 2
The First Year Pg 3
Structure and Governance Pg 4
The Board Members and Pg 4Sub Committees
Accessing Healthwatch Doncaster Pg 4
Vision, Mission and Values Pg 5
Strategic Aims Pg 6
Our Work and Performance Pg 7
Community Engagement Pg 7
Community Hubs Pg 8
Volunteers Pg 8
Advice and Signposting Pg 9 & 10
Advocacy Pg 11 & 12
Involvement in other Pg 13Committees/Groups
Finance Pg 14
Future Plans and Challenges Pg 14 and 15
Closing Statement Pg 15
Acknowledgements Pg 15
Publicity Pg 15
AnnualReport
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Introduction
AnnualReport
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Healthwatch Doncaster
The Government created Healthwatchthrough the Health and Social Care Act(2012). This Act paved the way for a
national body - Healthwatch Englandand required that each local councilwith social care responsibilities, usinginitial funding from central government,establish a Local Healthwatch from April2013.
Healthwatch Doncaster was establishedin April 2013, as one of 152 localHealthwatch organisations.
Board members were appointed in June2013. During our first year, there hasbeen a change of support organisationand two changes of Board Chair.
We are based at Duke Street, Doncasterwhich is our business office and alsoserves as a drop-in centre for the public.
Healthwatch Doncaster aims to givecitizens and communities a strongervoice to influence and challenge how
health and social care services areprovided within their local area bygathering health and social care serviceuser experiences (both good and bad)and feeding the information back tocommissioners to help shape futureservice provision.
We also have a responsibility to provideor signpost people to information to
help them make choices about healthand care services.
Healthwatch Doncaster:-
Has a seat on the statutory Healthand Wellbeing Board, ensuringthat the views and experiences ofpatients, carers and other serviceusers are taken into account whenlocal needs assessments andstrategies are prepared, such asthe Joint Strategic NeedsAssessment (JSNA) and the re-authorisation of ClinicalCommissioning Groups
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Introduction
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Enables people to share theirviews and concerns about theirlocal health and social careservices and understands thattheir contribution will help build apicture of where services aredoing well and where they can beimproved
Alerts Healthwatch England, or theCare Quality Commission (CQC)and/or council scrutinycommittees, where appropriate,to concerns about specific careproviders, health or social carematters
Provides people with informationabout their choices and what to dowhen things go wrong
Signposts people to informationabout local health and social careservices and how to access them
Gives authoritative, evidence-
based feedback to organisationsresponsible for commissioning ordelivering local health and socialcare services
Can help and support ClinicalCommissioning Groups and councilsocial care departments to makesure that services really aredesigned to meet citizens needs
Should be inclusive and reflect thediversity of the community itserves
Healthwatch Doncaster is the localHealthwatch for the Borough ofDoncaster. One year on fromestablishment, we have set up the staffand Board of Directors and are workingtowards each of its statutory duties.
This Annual Report gives a detailedaccount of how we have fulfilled ourresponsibilities during the past year.
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The First YearAnnualReport
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The Journey So Far.....
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2013/14The First Year
Structure and Governance ofHealthwatch Doncaster
The administrative support forHealthwatch Doncaster is currentlyprovided by the Carers Federation.They employ the office staff and
outreach workers and support the Boardwhich consists of 7 Board members andan Interim Chairperson. These are:
Supporting the Board and the newlyappointed Executive Committee are anumber of sub committees who takelead responsibility for finance, businessdevelopment, governance, communityengagement, enter and view andadvocacy service.
Importantly, all our volunteers play avital part in the delivery and governanceof the organisation and its aims.
Accessing Healthwatch Doncaster
The Head Office and Drop-in centre isbased on 36 Duke Street, Doncaster,DN1 3EA and is open from 9am to 5pmMonday to Friday. This enables thepublic to call in or telephone andreceive advice and guidance on localhealth and social care services or issuesof concern. A website has been createdto enable quick access to informationand wider publication of events andnews that affects the health and socialcare of the people of Doncaster. Wecan be contacted by one of thefollowing:
Telephone 01302 378935
to speak to a member of the support team
Freephone 0808 8010391for advocacy and signposting support
Websitewww.healthwatchdoncaster.org.ukfor information about news and events
The First YearAnnualReport
2013/14
Piotr Kay Arnold Debbie
Adamczyk Kirk Ntiege Osborne
Interim Chair Ayodele Ann John
Sheila Barnes Adenekan Gilbert Burke
mailto:[email protected]:[email protected]:[email protected]://www.healthwatchdoncaster.org.uk/http://www.healthwatchdoncaster.org.uk/http://www.healthwatchdoncaster.org.uk/mailto:[email protected] -
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Vision Mission and Values
The Board wishes to make a publicstatement about how it sees its roleserving the people of Doncaster. Thefollowing statements are our
commitment to the people of Doncaster.
Vision
Citizens of Doncaster will be able tohave their views of health and socialcare services heard by those who design,commission, deliver and monitorservices locally and nationally, and havedirect access to person centredinformation and advice to help navigate
their way through the health and socialcare landscape.
Mission
To work collaboratively with everyone inDoncaster to improve the quality oflocal health and social care services.
Values
Healthwatch Doncaster will be a strong,
independent voice and consumerchampion for the citizens of Doncaster.
Innovation
Healthwatch Doncaster will strive to becreative and original in its work.
Quality
Healthwatch Doncaster is committed topromoting best practice and ensuringquality in all areas of performance.
Diversity
Healthwatch Doncaster embraces,encourages and celebrates diversity andstrives to be inclusive in all aspects ofits work.
People
Healthwatch Doncaster will support itsstaff and volunteers to help themdevelop and grow.
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Strategic Aims
Healthwatch Doncasters commitmentto all communities in Doncaster is:
To be an independent not for profit
local organisation
To be the public voice for health and
social care services in Doncaster
To engage with all communities in
Doncaster
To seek to influence the
development, delivery and
implementation of local health and
social care services
To support people to be involved
and contribute to the work of
Healthwatch Doncaster
To support people to make a
complaint about their treatment or
care from local NHS services
To provide comprehensive, accurate
information and advice to the public
to enable them to make effective
choices and decisions when
accessing local health and social
care services
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Our Work and Performance
Community Engagement
This is a key platform for HealthwatchDoncaster to link with the communityand to receive feedback on the issuesand concerns of the population linked tohealth and social care.
Over the year we have hosted two majorevents:
Meet Healthwatch Doncaster
In September 2013, 42 people attendedour launch event at the DoncasterTrades and Labour Club where, througha series of workshops, we were able todiscuss how people wanted to beengaged with us in the future and also
to discover any issues of concern linkedto health and social care services.
The issues raised have helped to frameour future strategy of engagement andinvolvement with the people ofDoncaster.
What Matters to You About SocialCare?
In January 2014 we hosted an event atThe Lakeside Community Church todiscuss the proposals about future socialcare in Doncaster.
The event was a joint venture withDoncaster Metropolitan Borough Councilto help them determine the issues thatwere important to the users of socialcare in Doncaster.
It was attended by 89 people.
The results of the consultation were fedback to Doncaster Council.
We have also worked with otherpartners, attending events to increaseawareness of Healthwatch Doncaster
and its role in the community.
We continue to work in partnership withother organisations in Doncaster andduring the year have delivered 28awareness raising events and attended30 events held by other organisationsacross the borough such as:
Stroke AwarenessDisability Awareness Day
Cancer GroupsCarers Rights DayLocal Community Events
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Community Hubs
Healthwatch Doncaster is present inLocal Healthwatch DoncasterCommunity Hubs, where people candrop in and see us.
We have held fortnightly CommunityHubs at:
Bawtry Community LibraryBentley LibraryMartinwells Centre, EdlingtonVermuyden Centre, Thorne
These Local Healthwatch DoncasterCommunity Hubs will continuethroughout the coming year and ourdates of attendance will be displayed at
the hubs and on our website.
We have a membership of approximately900. Over 200 new members have beenrecruited during the last year with 600plus inherited as part of the legacy ofDoncaster LINk.
Our membership is important to us as itenables us to quickly make contact withnews about activities and events being
held by Healthwatch Doncaster andother organisations.
Importantly, our members become adirect point of contact for us when weneed a response to requests made to usby other organisations and in gatheringhealth and social care service userexperiences.
Volunteers
Healthwatch Doncaster could not beeffective without the hard work of ourvolunteers. Currently we have 8 Boardmember and 7 HealthwatchAmbassadors. We have 6 volunteers
who are members of the CommunityEngagement Group and 3 who aremembers of the Information andPublicity Group.
We ensure that we support ourvolunteers by use of an inductionprogramme and pack and by providingextensive training.
Volunteers are trained in Enter andView. Enter and View is a crucial part
of our work, and involves our volunteersvisiting any NHS organisation orcontracted care home to establish goodpractice or to raise awareness of areasthat do not meet quality standards orhave been identified as unsafepractices.
These reports can form part ofsubmissions not only to the organisationsinvolved but also to the Care Quality
Commission.
We hold regular themed coffee morningsto enable members of the public tomeet informally, talk with each otherand to share their experiences.
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Advice and Signposting
This major area of our work gives directhelp to people who contact us bydropping in at our head office in DukeStreet, by telephone or by email.
This service means we can give directadvice to enable people to contact the
right person or organisation to supportthem with their concern, or we canredirect them to our Advocacy Servicewho can support them through a NHScomplaint procedure.
Over the year we have dealt with 647signposting activities.
Breakdown of mode:
398 Telephone
234 In Person14 Email1 Post
Breakdown of top 5:
190 Dentistry issues174 Information and Advice84 Advocacy Service29 GP/Health Surgery Queries27 Register with the NHS
The following case studies highlight howwe support people who contact us withconcerns.
Case Study 1
BackgroundThe client called to talk about theproblems they had encountered trying
to get a referral from the Doctor atBassetlaw Hospital to see a
Lymphoedema nurse at Retford CareCentre, which was the preferred choiceof venue for treatment.
The relevant letters from the GP hadbeen faxed over to the Doncaster RoyalInfirmary (DRI) but the client was sure aLymphoedema nurse was not based atthe hospital.
The GP said the administrationdepartment would sort it all out butthat did not happen. The client wasfrustrated by the lack of detail providedon the nearest location of aLymphoedema nurse, and even tried to
make direct contact with theLymphoedema nurse, but withoutsuccess.
This left the client very frustrated atthe long delay in getting an appointmentbut also the lack of communication ingetting the referral to the nursearranged.
From the time of first speaking to theGPs secretary, it took 20 weeks to getan appointment with the Lymphoedemanurse.
Reason for ContactThe lady client wished to know wherethe most convenient care centre was tosee a Lymphoedema nurse. Other thanbeing informed it was St Johns
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Information Centre, Bassetlaw Hospitalno specific contact information wasgiven.
How We HelpedOur Signposting and Information Officerresearched the details of St. Johns forthe client, making sure there was a
Lymphoedema service. The relevantdetails and information were sent to theclient by e-mail.
FeedbackThe client replied, confirming a callfrom the Lymphoedema nurse at RetfordCare Centre had been received and anappointment had been made for thatsame week. The client contacted us by
email expressing appreciation for theSignposting and Information Officersquick response to the query.
Case Study 2
BackgroundThe clients partner had been movedinto a care home situated out of townafter suffering from a stroke. The
concern was not being able to afford thetrain tickets, making visiting her partnervery difficult due to travel costs.
Reason for ContactThe client wanted to know if she waseligible for support with travel costs.
What We DidOur Signposting and Information officer
researched for any potential travelschemes that might be of help. It
seemed that support with travel costswas not available.
However, information and leaflets aboutthe Stroke Association and otherrelevant stroke support groups whomight be able to offer some advice weregiven to the client.
FeedbackThe lady left visibly thankful for theinformation provided.
Case Study 3
BackgroundThe client attended HealthwatchDoncaster and was both visibly agitated
and in a serious amount of dental pain.
Because the 8-8 surgery had beenunable to offer a dental appointmentthe client felt the service received hadbeen unsatisfactory.
Reason for ContactTo make a complaint against the 8-8Surgery.
What We DidA call was made to the surgery on behalfof the client and the situation wasexplained. An appointment for thefollowing day was arranged.
FeedbackThe client was delighted, relieved andvery thankful.
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Advocacy - Independent NHSHealth Complaints Service
Part of Healthwatch Doncasters roleisto show how influential it has been inbringing about effective changes toHealth and Social Care services as a
result of evidence gathering and publicfeedback.
One of the ways it will do this is byoffering a free, confidential, impartialIndependent Health Complaint AdvocacyService.
What is Healthwatch DoncastersIndependent Health ComplaintAdvocacy Service?
Most of us use the NHS at some point inour lives, and many of us use theseservices regularly. Whilst the NHSworks hard to make sure that peopleare satisfied with the services,unfortunately sometimes things do gowrong.
The NHS complaints procedure is inplace to make sure that issues areresolved at a local level, but on someoccasions it is recognised that someonemight need support to make acomplaint. Our advocacy service isthere to work with you to ensure youunderstand your options and help youto achieve the outcome you are
seeking.
For those who wish to deal with theircomplaint themselves, HealthwatchDoncaster, supported by the CarersFederation, has produced a Self HelpInformation Pack (SHIP) which aims to
help our clients feel confident aboutraising their concerns.
The self help pack explains the differentoptions for raising your concerns aboutthe NHS and offers you practical tipsand things for you to think about whenraising your complaint.
During the past year the Independent
Heath Complaints Advocacy service has:
Provided advocacy support to 113people who wanted to raise aformal compliant through the NHScomplaint procedure
To date 90 cases have beenclosedand marked as resolved and 23cases are still currently receiving
advocacy support
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Achievements
Following complaints which have beenraised through the NHS complaintprocedure, changes in practice havebeen made at GP surgeries and NHSTrusts. This has led to serviceimprovement and improved patientsatisfaction.
We have received positive feedbackfrom those we have supported as can beseen from the comments below:
The following case study shows how wehave supported one of our clients.
Case Study
Client A contacted HealthwatchDoncaster Independent HealthComplaints Advocacy Service (ICA) toraise a complaint against a NHS Trusthospital. With support, a letter ofcomplaint was produced and sent to theTrust.
A response from the hospital wasreceived which unfortunately raisedmore questions than answers and led toa request for a face-to-face meeting,where the client could raise theconcerns directly to the medical staffinvolved.
The outcome of meeting was the clientreceived an explanation, an apology andfailings in care and treatment admitted.Changes in practices were agreed toensure service improvement.
Permission was asked for and grantedfor a learning module to be devised bythe hospital for all new nurses tocomplete as part of their inductionhighlighting client As story.
Without the invaluable support of
Healthwatch Doncaster, I would not haveknown how to even begin to get the answers
I am seeking to improve things for other
families
Quote from Lynn Jones
I had a disagreement with my doctors.After trying to contact the Practice Manager
for a day and a half with no success, I called
Healthwatch Doncaster for assistance. The
lady I spoke to was wonderful, polite,
helpful and understanding. She arranged to
send information to my computer, which was
done very quickly. Immediately after the
phone call, the Practice Manager finally
called, then the doctor himself and things
were finally sorted out. It is reassuring to
know we have someone to help
Quote Derek L French
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Involvement in OtherCommittees/Groups
Healthwatch Doncaster works with manyother committees and groups acrossDoncaster with Board members,volunteers or support team attending.
These include:
Health and Wellbeing Board
DMBC HWB Board Officers Support
Group
NHS Doncaster CCG Governing Body
NHS Doncaster CCG Engagement &
Experience Committee
Mental Health Alliance Board
Childrens Trust Board Regional Healthwatch Lead Officers
Group
Quality Surveillance Group
Yorkshire Ambulance Service
Stronger Communities Engagement
Task & Finish Group
Rotherham Doncaster & South
Humber NHS Foundation Trust
Doncaster and Bassetlaw Hospitals
NHS Foundation Trust
South Yorkshire & Bassetlaw Patient
Experience Forum
Learning Disability & Autism
Partnership Board
Learning Disability Partnership Board
Health Sub Group
Doncaster Mencap
DRI Patient Experience Group
Carers Forum
DMBC Adults & Communities
Engagement Group
Disability Cluster group
Doncaster Carers Forum
NHS Complaints Advocacy Forum
Inclusion & Fairness Advancement
Group
We also work with Healthwatch England,the Care Quality Commission and NHSEngland.
Other Areas of Involvement ofHealthwatch Doncaster
We have taken part in the Doncaster &Bassetlaw Hospitals NHS FoundationTrust Place Assessment process and withthe Modernisation Strategy for AdultSocial care in Doncaster. We areworking with DMBC to obtain anindependent response to thedevelopment and use of the Better Care
Fund and have completed research onthe development and refreshing of theDoncaster Physical Disability andSensory Impairment (PDSI) Strategy.
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Finance
Future Plans and Challenges
Over the next year we seek to:
Increase our membership across
Doncaster Recruit active volunteers
(Healthwatch Ambassadors) to take
up the essential work that needs to
be undertaken in all our areas of
work
Be the service users voice in all
aspects of health and social care
Engage as widely as possible with all
communities in Doncaster Working
in close partnership with other
organisations, especially in the
voluntary and community sector, so
that together we can capture the
voice of local people and provide a
greater influence on the shape of
local services
Engage in research on behalf of
clients and partners to give an
independent voice to such proposals
as the Development of the Carers
Strategy for Doncaster which is to be
implemented in the near future
The Carers Federation took over the responsibilities of host organisation in
November 2013. The budget below reflects this and runs from November 2013
March 2014:
Healthwatch Doncaster Budget 2013/14Income
Core Contract 143,174
Total Income 143,174
Expenditure
Management and Staff Salaries 64,227
Accommodation and Equipment Costs 40,262
Running Costs 2,310
Healthwatch Work Streams(Marketing Campaigns) 15,386
Total Expenditure 122,190
Efficiency saving returned to DMBC 20,984
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Organise further Enter and View
training sessions for our Healthwatch
Ambassadors, to give them support
and confidence to undertake this
vital task, along with any other
identified training
Closing Statement
We still face many challenges.
We will be further developing our
Executive Board, along with our newly
appointed Executive Committee and
looking at co-options to support the
Board and Executive Committee in itswork.
Healthwatch Doncaster has come
through a challenging year but remains
optimistic and encouraged that we can
build on our first years work on behalf
of local people.
Acknowledgements
Thank you to the Carers Federation who
have supported Healthwatch Doncaster
from 1stNovember 2013; helping to
develop our future strategy and
structure. We also wish to thank the
Doncaster Metropolitan Borough Council
for their continued support through acritical time in the early stages of
Healthwatch Doncasters development.
We would particularly like to place on
record, our appreciation of the work of
our former Chairperson Janet
Greenwood, whose professionalism and
commitment to Healthwatch Doncaster,
took us through a very difficult time.
Publicity
This annual report is published and
made available on the Healthwatch
Doncaster website:
www.healthwatchdoncaster.org.uk
It is available in hard copy on request by
contacting the support team. Copiesalso available at local libraries and
community hubs across Doncaster.
The Healthwatch Brand Healthwatch
Doncaster is licensed to use the
Healthwatch trademark (which covers
the logo and Healthwatch brand) as per
our license with Healthwatch England
and the Care Quality Commission.
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