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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.
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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.
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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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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.