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Community Engagement Feedback Report March 2016 Report summarising feedback from people in Lancashire relating to hospitals, GPs, pharmacies, dentists, adult social care and other health and social care services.
Page2of17 www.healthwatchlancashire.co.uk
Community Engagement Feedback Report March 2016
Introduction HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.ThisreportsummarisesthefeedbackonhealthandsocialcareservicesinLancashiregatheredbymembersoftheHealthwatchLancashireteamduringpublicengagementactivitiesinMarch2016andfeedbackgatheredthroughtheHealthwatchLancashirewebsite.
ThisreportwillbesharedwithhealthandsocialcareprovidersandcommissionersinLancashirerequestingaresponsefromeach.ResponsesreceivedbyHealthwatchLancashirewillbepublishedandaddedtothereport.
Methodology Itisoftenthoseclosesttotheprocesswhoarebestplacedtogiveusefulfeedbackonthewayservicesworkandhowtheycanbeimproved.Asserviceusersandrelativesaretheoneswhoexperiencetheprocessorservicefirsthand,theyhaveaunique,highlyrelevantperspective.Serviceusersandrelativesinputintodesigningservicescanbeinvaluableassometimesseeingservicesfromtheirpointofviewopensuprealopportunitiesforimprovementthatmaynothavebeenconsideredbefore.RepresentativesfromHealthwatchLancashiredeliveredaseriesofCareCircleeventswithcommunitygroupsacrossLancashire,whichencouragemembersofthepublictosharetheirviewsandexperiencesofhealthandsocialcareservices.MembersofthepublicareabletofindandreviewhealthandsocialcareservicesinLancashireontheHealthwatchLancashirewebsite–www.healthwatchlancashire.co.uk.Thisinformationhasbeencollatedinthisreport.
Page3of17 www.healthwatchlancashire.co.uk
Community Engagement Feedback Report March 2016
Groups HealthwatchLancashirevisited7groupsinLancashireinMarch2016.Thefeedbackinthisreporthasbeensegmentedbythegroups’locationandtypeofservice.Thefollowinggroupstookpartincarecircleactivities:CentralLancashire:(coveringPreston,Chorley,SouthRibbleandWestLancashire)HeadwaysupportgroupinPrestonPlaceofPeacegroup,SkelmersdaleLancashireParentCarerForuminChorleyStGeorge’sMen’sFellowshipinChorleyNorthLancashire:(coveringFylde,Wyre,LancasterandMorecambe)XceedgroupinLancasterAlzheimer’ssupportgroupinLythamStAnnesEastLancashire:(coveringBurnley,RibbleValley,HyndburnandRossendale)RibbleValleyParentCarerForuminClitheroe
AcknowledgementsHealthwatchLancashirewouldliketothankallthosewhosharedtheirviews,experiencesandtookpartinCareCircleactivitiesorsharedtheirexperiencesontheHealthwatchLancashirewebsite.
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Community Engagement Feedback Report March 2016
Feedback on hospital services in central Lancashire PositivecommentsreceivedAgroupmemberpraisedthegenomesprojectatStMary’sHospitalstatingthattheyfeltlistenedtobystaff.
AgroupmembersaidthattheyfelttheyhadexperiencedgoodpracticeatRoyalPrestonHospitalwhentheirsonwithlearningdifficultieswentinforanoperation.
AgroupmembersaidthattheyvisitEuxtonHospitalforinjectionsthreetimesperyearandstatingthattheyfeelitisalwaysasmoothserviceandhadnothadanyissueswithbookingappointments.
AgroupmembersaidthatChorleyandSouthRibbleHospital’sRoutineBloodClinicalwaysrunssmoothlyandiseasytoattend.
AgroupmembersaidthattheyfelttheirappointmentatRoyalPrestonHospitaleyeclinicwaswellorganisedandtheypraisedstaff.
AnumberofpeoplesaidthatthenursesincriticalcareatRoyalPrestonHospitalare“excellentandworkveryhard”.
AgroupmembersaidthattheAandEdepartmentatChorleyandSouthRibbleHospitalwasexcellentandlookedaftertheirdaughterverywell.
AgroupmemberthatthecardiologydepartmentatRoyalPrestonHospitalisexcellentandpraisedtheirDoctorforbeingcaringandcompassionate.
AgroupmembersaidthattheyvisitedRoyalPrestonHospitalforaneyetestandabloodtestandsaidthattherewerenodelaysandtheconsultantexplainedeverythingwell.
ConcernsraisedAparentraisedaconcernaboutChorleyandSouthRibbleHospitalrelatingtothedelaybetweenbeingmeasuredforspecialistbootsstatingthatbythetimetheyarereceivedtheynolongerfit.
Agroupmembersaidthattheyfeltthatthereisnosupportforself-harmandmentalhealthinadolescentsandchildrenwithinLancashire.
AgroupmembersaidthattheyexperiencedadelayingettinganappointmentatthefractureclinicatRoyalPrestonHospitalandexperiencedalongwaitontheday.
AgroupmembersharedanegativeexperiencefromtheUrologydepartmentatChorleyHospitalstatingthathisappointmentonlytookthreeminutesandhefeltlikehewasonaconveyorbelt.Thepatientsaidthattheconsultantdidnotlistenandwouldn’texplaintheprocedurestatingthat“Iwouldjusthavetohaveit.IwouldhavelikedmoreinformationsoIcanmakeaninformeddecision.”
AgroupmembersaidthattheyfeltalocumPsychiatristattheScarisbrickInpatientUnitsitedatOrmskirkHospitalprescribedmedicationthatwasnotontheapprovedlistandwaslaterrefusedthemedicationfromapharmacy.Theystatedthatthisresultedinthemhavingtochallengethedecision.
AgroupmembersharedanegativeexperienceoftheOralandMaxillofacialClinicatRoyalPrestonHospitalwhentheyvisitedwiththeiryoungsonwhohasAsperger’sSyndrome.Theyraisedconcernsaboutthewordsthatthemedicalteamwereusingandfeltthedentistdidnotshowcompassionandsaidthattheirson’smouthwas“gross”.
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Community Engagement Feedback Report March 2016
AnumberofpeoplesaidthattheaftercareserviceatRoyalPrestonHospitalisverypoorandonlylastseightweeks,whichtheyfeltwasnotlongenough.TheystatedthatyouneedtogobacktoyourGPtogetreferredforfurthersupport.
AgroupmembersaidthatthereisalackofsupportforfamilyandfriendsatRoyalPrestonHospitalandnosignpostingtootherservices.
AgroupmemberraisedconcernsthattheirbackoperationatRoyalPrestonHospitalhasbeencancelledtwice.
AgroupmembersaidthattheyfeltthereisalackofcoordinationandliaisonbetweenhospitaldepartmentsatRoyalPrestonHospital.
Amemberofthepublicsharedtheirexperienceofhavingacolonoscopyoperationcancelledasasignlanguageinterpreterhadnotbeenbooked.TheystatedthattheyhadalreadytakenMobiPrepinpreparationfortheoperation.
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Community Engagement Feedback Report March 2016
Feedback on GP services in central Lancashire PositivecommentsreceivedAnumberofmembersinagroupsaidthatWhittleSurgeryprovidesagoodservice.
AgroupmemberprovidedapositivecommentrelatingtoareferralfromRegentHouseSurgerytoBamberBridgeMemoryClinicwhichtooktwomonths.Theystatedthattheydidn’texpectittobethatquick.
AgroupmembersaidthattheyarepleasedthatalocalbusservicehasbeenreinstatedbyChorleyCouncilwhichmakesaccesstolocalGPs,dentists,pharmacistsandthehospitalmucheasier.
Agroupmemberpraisedthe“verygood”podiatryserviceatBuckshawVillageSurgery.
AgroupmemberpraisedRiversideMedicalCentreforitsexcellentcareandservice.
AgroupmembersaidthatStandishMedicalPracticeprovidesanexcellentservice.
AgroupmembersaidthatthecommunitypaediatricianatBirleywoodHealthCentreis“fantastic”andtheystatedthattheyreceivealotofgoodadvice.
AgroupmembersaidthattheirDoctoratSandyLaneHealthCentreis“verygood”.
AmemberofthepublicsaidthattheteamatMedicomLtdinPrestonare“excellent”andofferpracticaladviceandassistpeopletomakepersonalchoicesinhealthcare.
AmemberofthepublicsaidthatRegentHouseSurgeryisveryorganisedinthecareofTypeIIdiabetes.
ConcernsraisedAmemberofthegroupraisedconcernsthatRegentHouseSurgeryinChorleystatingthat“GPservicesaregettingmoneyandclaimingtheyaredoingthingsbutthennotdeliveringthem,suchasannualhealthchecksforthosewithlearningdisabilities.ItstatesthatontheGPwebsitethatweareentitledtothisbutwhenweringwearetoldthatwearenotbecauseweareunderaconsultant.”
AgroupmembersaidthattheyfeltthatGPsarenotautismfriendlyandstaffarenottrainedtoactappropriately.Theysaid:“Whenmysonhasgoneinforanyprocedure,itisnottheprocedurethatworriesmeitisthewaythestafftreathim.”
Agroupmembersaidthattheyfeltthatservicesarenotconnectedandstatedthattheyhavetorepeatthemselvesandchasereferrals.
AgroupmembersaidthattheyareconcernedaboutthepotentialclosureofBuckshawVillageSurgery.
AgroupmemberraisedconcernsthatthereisalongwaitforthediabetesfootclinicatChorleyHealthCentreandstatedthatpatientsareneedingtopayprivatelyfortreatment.
AgroupmemberraisedconcernsthatthereceptionistatBirleywoodHealthCentrechallengedthemoverbeinglateforanappointmentTheystated:“IfeltthiswasunfairasitisokaywhenGPsarelate.”
AgroupmembersaidthattheymovedfromSandyLaneSurgerytoBirleywoodHealthCentreas“itwasreallybad.”
AgroupmembersaidthattheirGPisunhelpfulanddoesnotreadtheirnotes.
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Community Engagement Feedback Report March 2016
Feedback on dental services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatthedentistatSandyLaneDentalPracticeis“verygood”.
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Community Engagement Feedback Report March 2016
Feedback on care homes and social care services in central Lancashire ConcernsraisedAgroupmembersaidthattheyfounditdifficulttogethelpforarelativewithabraininjuryfromsocialservices.
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Community Engagement Feedback Report March 2016
Feedback on other health and social care services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatChorleyandSouthRibbleClinicalCommissioningGrouparelinkingwellwithparentcarers.
AgroupmembersaidthatRimmerPharmacydeliveraweeklyprescriptionandtheyfeelitalwaysrunssmoothlyandisagreatservice.
Arepresentativefromthecommunity,voluntaryandfaithsectorstatedthattheyfeelthatasylumseekersaretreatedwithempathyandsensitivityatSkelmersdaleWalk-InCentre.
AgroupmemberpraisedHeyesOpticianinSkelmersdale.
Concernsraised
AparentcarersaidthatBroadoakMultidisciplinaryTeamwasabiglossduetoclosure.
Agroupmembersaidthatthereisnoadvicedirectoryforservices.Theystated:“TheLocalOfferisnotcomprehensiveandisdifficulttomanageasaparent.Weonlyfindoutaboutinformationfrommeetingotherparents.”
AgroupmembersaidthattheyreceivedamapforFulwoodMemoryClinicwhentheirappointmentwasatBamberBridgeMemoryClinicwhichcausedconfusion.Theysaid“Thisisnotverygoodforpeoplewithmemoryproblems.”
Suggestionsreceived
AparentcarersaidthatSyndrome’sWithoutANameisafantasticorganisationinYorkshireandsuggestedthatasimilarorganisationisneededinLancashire.
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Community Engagement Feedback Report March 2016
Feedback on hospital services in north Lancashire Positivecommentsreceived
AgroupmembersaidthatemergencydentaltreatmentatQueenVictoriaHospitalis“brilliant”.
AgroupmembersaidthatthedoctorattheMemoryClinicatLythamHospitalwasveryunderstandingandhadapleasantmanner.
AgroupmembersaidthattheyreceivedexcellenttreatmentatBlackpoolVictoriaHospital.
AgroupmembersaidthatthestaffatBlackpoolVictoriaHospitalhavebeenverygoodwiththeirrelativeandcaredforthemreallywell.
AgroupmembersaidthatthemedicaltreatmentandadvicetheyreceivedatBlackpoolVictoriaHospitalrelatingtoasuspectedstrokewasexcellentbuttheyfeltthathadtowaitalongtime.
Concernsraised
AgroupmembersaidthattheyvisitthepainmanagementteamatRoyalLancasterInfirmaryonceperyearbuttheyfeelthisisnotenough.Theywereexpectingtobecontactedattheendof2015butthishasnothappened.Theystated:“ThereisnotagoodlinkbetweenthepainmanagementteamandtheGPsatCoastalMedicalPracticetochangemedication.IwastoldbytheGP“You’lljusthavetoputupwithit”whichisnotgoodenough.”
AgroupmembersaidthattheyexperiencedadelayingettingCTscanresultsfromtheUrologyDepartmentatRoyalLancasterInfirmary.Theyraisedconcernsthattheyhavecanceranddonotfeelyoushouldhavetowaitforsixweekstogetthefullresults.
AnumberofpeoplesaidthattheyfeelthereisalackofcommunicationwithinNHSdepartmentsandservicesinLancasterandatRoyalLancasterInfirmary.Theystatedthatpeopleneedtokeepexplainingtheirsituationtodifferentpeople,thatthetransferofinformationtoGPsispoorandthathospitaldepartmentsdonotcommunicatewitheachother.
AnumberofpeopleraisedconcernsabouttheMemoryClinicatLythamHospital.Groupmemberssaidthattheyfeeltheylacksupport,thesystemisnotcoordinatedandtherearenotenoughvisitsandthevisitsareadhoc.Agroupmembersaidthattheywerereferredtoanotherclinicbuttheywerenotonthesystemanditwasawasteoftheirtime.
Agroupmembersaidthattheyfelttherewasnosupportathomefortheirrelativefollowingahipreplacement.
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Community Engagement Feedback Report March 2016
Feedback on GP services in north Lancashire Positivecommentsreceived
AgroupmembersaidthattheirdoctorsatCoastalMedicalGroupare“fantastic”.
AgroupmembersharedapositiveexperienceofhavingakneereplacementatTheLunesdaleSurgery.TheystatedthattheywerereferredtoLiverpoolandnowreceivedemailsforappointmentseverytwomonthswhichtheystatedisgreat.
AgroupmembersaidthatGarstangMedicalCentreis“asuperbGPservice”.TheysaidtheycanalwaysgetanappointmentandfeltthereferralstoRoyalPrestonHospitalare“firstclass”.
AgroupmembersaidthatGrangeParkSurgeryandBlackpoolVictoriaHospitalprovideexcellentsupport.
Concernsraised
AgroupmemberraisedconcernsthattheyhavebeenunsuccessfulattryingtogetanappointmentatCoastalMedicalPracticeandhavestoppedtrying.
AgroupmembersaidthattheyhavestruggledtofindaGPwholistens.
AgroupmembersaidthattheywereunabletogetanappointmentatYorkBridgeSurgeryinMorecambedespiteattemptingforoneweek.Theystatedthattheyhadtovisitthesurgerytoarrangeanappointment.
AgroupmembersaidthattheyfeelthatpeopleareunabletouseGPservicesbecausethey“can’tgettoseesomeone”.
Agroupmembersaid:“IwastoldbyahealthprofessionalthatIhadAsperger’sSyndromebutIwastoldbymyGPthatyoucan’tcatchitovernight.Thatmademefeelreallysmall.IsawanotherGPwholistenedtome.”
AgroupmembersaidthattheyfeeltherelocationofPoplarHouseSurgeryisaconcernasthereareissueswithtransport.
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Community Engagement Feedback Report March 2016
Feedback on dental services in north Lancashire PositivecommentsreceivedAgroupsaidthattheyfeltPrincesCrescentDentalPracticeisverygoodandveryeasytogetappointments.AgroupmembersaidthatWhitegateDriveCommunityDentistisfantasticforspendingtimewiththeirgrandsontodiscusshisteeth.AmemberofthepublicsaidthattheirdentistandtheteamatKirkhamDentalCareare“excellentandlistentopatients.Theytaketimetoexplaintreatmentoptionsandensurethatdecisionsarepatientled”.ConcernsraisedAgroupmembersaidthattheyfeltabandonedbytheirNHSdentistinCarnforth.AgroupmemberraisedconcernsthatthewaitinglistsforanNHSdentistaretoolong.Agroupmemberstatedthattheyhadcontactedthedentalhelplineandhadbeenwaitingtohearbackformorethansixmonths.Amemberofagroupsaidthatyouhavetogotwiceayearevenifyoudonotneedtogooryouaretakenoffthelistwhichtheyfeltwasunfair.AgroupmembersaidthattheyfeeldentistsshouldbeclearandaskwhichEmploymentSupportAllowancepeopleareonbeforeatreatmenttakesplaceasthiscanaffectthecostoftreatment.AgroupmembersaidthattheirdentistatCarnforthchangedfromNHStoprivate.TheysaidthattherewerenoplacesinNHSdentistsintheareaandhadnochoicebuttogoprivatewiththedentist.Theystatedthattheycannolongeraffordtreatmentfortheirfamily.AgroupmembersaidthattheyweretakenoffanNHSdentistandittookthemayeartofindanotherNHSdentist.
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Community Engagement Feedback Report March 2016
Feedback on care homes and social care services in north Lancashire Concernsraised
AgroupmembersaidthattheirrelativewasmovedintoaSpindriftCareHomeinLythamStAnneswhilsttheywereinhospital.Theystated:“WhilsthewastherehisthingswentmissingandmysonandIweretoldnottoringorvisitandnoexplanationwasgiven.”
Anumberofpeoplesharedexperiencesabouthomecares.Onesaidtheyhavelostallconfidencewiththeirhomecareserviceandanothersaidthatbecauseoftheirexperiencetheywillnolongerbeaskingforhelp.
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Community Engagement Feedback Report March 2016
Feedback on other health and social care services in north Lancashire PositivecommentsreceivedAgroupmembersaidthattheMorecambeHealthCentrePharmacyisreallyhelpful,promptandefficient.
AgroupmembersaidthattheBoulevardinLythamStAnnesprovidesexcellentpharmacyservices.
Concernsraised
AgroupmembersaidthattheyfeltitisimpossibletoaccessCognitiveBehaviouralTherapyorcounsellingandtheyweretoldthatthereisan18monthwaitinglistdespitehavingaCareCoordinator.Theysaidthattheyhadtousecharitiesforcounselling.
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Community Engagement Feedback Report March 2016
Feedback on hospital services in east Lancashire Positivecommentsreceived
AgroupmembersaidthatstaffareexcellentatthePaediatricsdepartmentatBurnleyGeneralHospital.
Concernsraised
AgroupmembersaidthattheyfeltthattherearenosafeplacesinBurnleyGeneralHospitalforchildrenwithalearningdifficulty.
Agroupmembersaidthattheyfeelthatparents’viewsarenotconsideredbystaffatBurnleyGeneralHospital.Theystatedthattheyfeelthatparentsknowtheirchildrenbest.
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Community Engagement Feedback Report March 2016
Feedback on GP services in east Lancashire Positivecommentsreceived
AnumberofpeoplepraisedtheirGPsstatingthattheyare“goodandunderstanding”,alwaysasksiftheyareokay.
Agroupmembersaidthatbookingappointmentsonlineisagoodidea.
AgroupmembersaidthatSlaidburnHealthCentreprovidesagoodservicebecausethereisonepharmacyandoneGPandtheyknoweverybody.
AgroupmembersaidthattherepeatprescriptionserviceattheirGPsurgeryisexcellent.
Concernsraised
AgroupmembersaidthatdespitetheirGPknowingthattheyareacarer,theyhavenotreceivedanyhelporsupport.
AgroupmembersaidthattheyfeeltheycannotseetheirownGPandalwaysseesomeonedifferent.
AnumberofpeopleraisedconcernsregardingaccesstotheirGP.Onestatedthattheycan’tthroughonthephoneandthelineisalwaysbusywhilstanotherstatedthattheyhavetoshowupat8aminordertogetanappointment.
AgroupmembersaidthattheyhaveexperiencedrudenessfromareceptionistatCastleMedicalGroup.
AgroupmembersaidthatthepharmacistatClitheroeHealthCentrecouldbemorehelpful.
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Community Engagement Feedback Report March 2016
Feedback on other health and social care services in east Lancashire Concernsraised
AgroupmemberraisedtheirconcernstowardstransitionbetweenChildandAdultMentalHealthServicesfor16to18yearolds.