healthwatch herefordshire · healthwatch herefordshire 10 how we have helped the community access...

Healthwatch Herefordshire Annual Report 2016/17

Healthwatch Herefordshire 2

Contents

Message from our Chair ................................................................................... 3

Highlights from our year .................................................................................. 4

Who we are .................................................................................................. 5

Your views on health and care .......................................................................... 7

Helping you find the answers ............................................................................ 9

Making a difference together ........................................................................... 11

Working with communities across the county ....................................................... 13

Our plans for next year .................................................................................. 15

Our finances ................................................................................................ 17

Contact us .................................................................................................. 19


Message from our Chair

Ian Stead - Board Member 2013 - 2017

Chair from April 2017.

As the recently appointed chairman of

Healthwatch Herefordshire, I am delighted

to introduce our fourth annual report. Most

importantly I would like to thank the

previous chairman, Paul Deneen, whose hard

work and commitment ensured four very

successful years of Healthwatch activity. I

would also like to thank the retiring board

members: Sheila Marsh, Sheila Archer, Allan

Lloyd, Colin Javens and Gwyneth Gill, for

their dedicated contributions as well as

Debra Tritton who has continued her

contribution to the newly structured

Healthwatch. The support and leadership of

Jacqui Bremner was invaluable as was the

professional work of the staff: Christine

Price, Richard Dudley and Mary Simpson.

Our team of volunteers have provided

Healthwatch with valuable enthusiastic

contributions and we look forward to

developing their role further in the future.

Over the course of the 2016/2017

operational year Healthwatch Herefordshire

continued to be the independent voice of

the public by influencing the planning and

monitoring the delivery of health and social

care services in the county. The following

report indicates the broad range of

activities that Healthwatch Herefordshire

undertook over the last year.

The new model for Healthwatch

Herefordshire, is as a company limited by

guarantee. This will be membership and

stakeholder based in order to ensure that

policy decisions and work programme

priorities are developed as the result of

close consultation with interested

individuals and relevant organisations and

across geographical locations throughout the

county.

I very much look forward to working with

the Directors: Debra Tritton, Gareth

Blackett and the staff and welcome the

business setup support from Simon Adams

from Healthwatch Worcestershire. The new

organisation will enthusiastically continue

with, and develop further, the work of

Healthwatch Herefordshire in the

forthcoming year.

Ian Stead – Chair


Highlights from our year

This year we’ve reached 70,000 people through digital media

Our volunteers help us with everything from Enter & View to public events and have contributed over 500 hours

We’ve visited 8 local services for Enter & View

Our reports have tackled issues ranging from Autism, young people’s mental health, to Accessing GP’s

We’ve spoken to 1350 people on Plans to Transform the NHS.

We’ve met hundreds of local people at our community events


Who we are We know that you want services that work

for you, your friends and family. That’s why

we want you to share your experiences of

using health and care services with us –

both good and bad. We use your voice to

encourage those who run services to act on

what matters to you.

We are uniquely placed as a national

network, with a local Healthwatch in every

local authority area in England.

Our vision

To listen to your views about health

and social care services in

Herefordshire.

Make your views heard to those who

plan services.

Provide information about how you

can access health and social care

services.

Champion fairness, equal access and

equal treatment.

Speak up on your behalf.

Play an important role at both local

and national level and make sure

that the views of the public and

people who use services are taken

into account.

To pass on information, make

recommendations and report

concerns about the quality of Health

and Social Care to Herefordshire

Council's Health and Social Care

Overview and Scrutiny Committee,

and to Healthwatch England, which

can also recommend that the Care

Quality Commission takes action.

Our priorities

Maintain and build strong

partnerships with key stakeholders,

challenging commissioners about

service users being at the heart of

commissioning, and challenging

service providers on improving

quality with feedback gathered from

service users.

Target the collection of experiences

from people using mental health

services.

Target the collection of experience

from children and young people in

health and care services.

Target seldom heard and hard-to-

reach groups for their experiences of

services.

Investigate access to health services.


Our Team

Jacqui Bremner – Operational Lead

Richard Dudley – Communications

Officer

Mary Simpson – Engagement &

Volunteer Co-ordinator

Christine Price – Information & Advice

Officer

Hvoss – contract holder and finance

Our Volunteers

We value the time and important

contribution that volunteers make to

Healthwatch, taking their time to

participate in Enter & View, Patient Led

Assessments of the Care Environment

(PLACE) with the NHS Trusts, feeding back

and shaping our work, publicity events,

engagement with the public and

administrative tasks. Thank you to:

June Emberton

Joyce Thomas MBE

Paul Picken

David Faulkner

Jonathan Smith

Marcus Allen

Brenda Bayliss

Paul Prouse

Margot Forde

Emily Warmington

Philip Hudson

Chris Lewandowski

Our Board

Paul Deneen OBE JP DL – Independent

Chair 2013-17

Dr Sheila Marsh 2013-17

Ian Stead 2013-17

Colin Javens 2013-17

Allan Lloyd 2013-17

Gwyneth Gill 2014-17

Debra Tritton 2015-17

Sheila Archer 2015-17

Healthwatch Herefordshire with the

Mental Health Question Time Panel, left

to right : Ian Stead HWH Board Member,

Jacqui Bremner – HWH Operational Lead,

Mary Simpson HWH staff, Dr Simon Lenanne

- CCG lead for mental health, Helen Osborn

- Herefordshire Sixth Form College, Jade

Brooks - Operations Director CCG, Richard

Kelly - Mind, Sheila Archer - HWH Board

Member, Dr Jane Melton - Director

2Gether, Christine Price – HWH Staff, Dr

Chris Fear – 2gether Operations Director,

Emma Paver - Addaction, Gwyneth Gill –

HWH Board Member, Paul Deneen – HWH

Chair, Dr Sheila Marsh – HWH Board

Member.


Your views on health and care


Listening to local people’s views

Young People & Mental Health

You told us in 2015-16 that we should focus

on Mental Health in the future. Following on

from last year’s Mental Health Question Time

event, we decided to focus on children and

young people’s experiences of Metal Health,

Looking at what helped them most and what

helped them least.

Healthwatch have worked with organisations

in the county who support young people

experiencing mental health issues including:

Close House, Supported Housing for Young

People’s Project, Counselling Learning

Development & Strong Young Minds,

Addaction, Hope Support Service and Talent

Match, to gather the views of vulnerable

children and young people in the county.

This report has been shared with

commissioners and providers and we have

recommended that Young People are

supported in 2017-18 to produce a self-help

guide, for achieving and maintaining young

people’s mental health.

“65% of the young people wanted a

self-help guide with tips for

achieving and maintaining good

mental health”

Primary Care: Enter & View

What we’ve learnt from visiting services

In 2015-16 21% of our enquiries were about

GP surgeries so we made this our priority

for Enter & View for 2016-17:

We visited 8 out of the 24 GP surgeries

in the county with our authorised

representatives, to gather patient and

carer views on the services they receive

at their surgery.

We visited the following surgeries:

Alton Street - Ross on wye

Marches - Leominster

Colwall

Ewyas Harold

Fownhope

Kington

Quay House – Hereford

Belmont - Hereford

Our Authorised representatives were: Mary

Simpson, Ian Stead, Margot Forde, Allan

Lloyd, Paul Picken, Paul Prouse, David

Faulkner, Marcus Allen, June Emberton,

Joyce Thomas, Brenda Bayliss, Colin

Javens, Emily Warmington and Jonathan

Smith.

Healthwatch Herefordshire Chair 2013-17

Paul Deneen OBE JP DL, with the staff

team: Christine Price, Mary Simpson,

Richard Dudley, and volunteer- Joyce

Thomas MBE

‘Patients surveyed in the 8 surgeries were overwhelmingly positive about the services they receive. A small number of common issues were raised that gave useful feedback to surgeries on how they could make improvements’.


Helping

you find the answers


How we have helped the community access the care they need

Healthwatch Herefordshire

responded to 155 requests for

Information & Advice in 2016-17

Consumer Principles

The top areas of concern you called to tell

us about in your experiences were:

43% of enquiries related to Access to

services (eligability, availablity and

physcical access).

21% of enquiries related to receiving a

safe, dignified and quality service (being

treated with dignity & respect, receiving

the right treatment safely, good

communication and well organised

patient journey when coordinating with

other services).

The top three services you told us about in

2016-17 were :

33.5% about Hospital Services

23.2% about GP Services

12.9% about Adult Social Care

Services

‘Thank you for helping us to get the right

care for my grandad when he fell and

went into hospital. Healthwatch ensured

that we were listened to & informed,

received a safer service and were

treated with dignity & respect’

0.0 20.0 40.0

Pharmacy Services

Tertiary Care

Wales NHS

Opthalmology

Community Equipment

Children's Services

Healthwatch

Residential/Nursing Homes

Voluntary SectorOrganisations/Community…

West Midlands AmbulanceService & Patient Transport

Dental Services

Clinical CommissioningGroup

Homecare Providers

Mental Health

Adult Social Care Services

GP Services

Hospital

Percentage of Information and Advice Enquiries by

Organisation 2016-17

Access43%

Choice3%

To be listened to

10%

Essential Services

11%

Safe, dignified and quality

service21%

Healthy Environment

3%

Information and Education

9% Being Involved

0%

Healthwatch Consumer

Principles


Making a difference together


Autism Awareness, improving access to diagnosis and training for GP’s.

You told us from 2013-15 that accessing

services as a person on the Autistic Spectrum

was often difficult. You also told us that

accessing a diagnosis for children and adults

was difficult in Herefordshire, so we focused

our work in 2015-17 on this topic.

We surveyed 100 people on the Autism

spectrum and their carers to gather an

understanding of the issues they encounter

when accessing the GP surgery and accessing

a diagnosis and the importance of having a

diagnosis

We published this work and shared it with:

our Clinical Commissioning Group, GP’s, Local

Authority, Voluntary and community sector

support organisations and the Mental Health

Trust 2gether.

In partnership Healthwatch coordinated: a

training pack, a top 10 tips for GP’s and

facilitated a training session, involving people

with Autism and carers, for the 24 GP

practices in the county to:

Highlight where the GP services can make

a difference in helping people on the

spectrum to use services.

Improve access for those who need a

diagnosis.

Campaign for health representation to be

involved in our County’s Autism

Partnership Board in order to hear from

service users and patients’ how services

could be improved in the future.

‘Accessing a diagnosis is often a lengthy and

difficult process’.

’Some GP’s have good understanding of the

Autism Spectrum and go the extra mile’.

‘Over half of people surveyed without a

diagnosis, would like one’.

Working with other organisations

Healthwatch worked closely with the local

branch of the National Autistic Society,

service users and carers, and with the

county’s Autism Partnership Board, which

consists of service users’ carers and

organisations working with people on the

Autistic Spectrum.

GP Training event from Left to right: Dr

Simon Leanne – GP & Mental Health Lead for

CCG, Valerie Fitch - Service User, Carer and

Chair of the Autism Partnership Board,

Christine Price - Healthwatch Herefordshire

staff, Colin Javens - Healthwatch Board

Member Jade Brooks - Operations Director

CCG, John Gorman Local Authority

commissioner.


Working with communities across the County


Patient Participation Groups across the 24 GP Surgeries in Herefordshire.

One way Healthwatch worked across the

whole County in 2016-17 was to build links

with GP Practice patient participation groups

(PPG’s).

Healthwatch allocated members to each PPG

to attend their groups, to listen, to explain

the role of Healthwatch, and to illustrate how

Healthwatch can help their communities to

raise issues about health & social care.

In December 2016 we held a joint PPG

conference with the clinical commissioning

group (CCG) to build on the relationship with

PPG’s.

The conference was an opportunity to gather

views from the PPG members on the following

primary & secondary care topics:

What would make it easier to look

after your own health?

Travelling to hospital.

Access to GP Surgery appointments

Use of technology to support patient

access to healthcare.

Accessing more healthcare closer to

home.

Moving services out of acute hospital

into community settings.

What routine or non-urgent care could

be provided in community settings?

Where would it be helpful to access

healthy lifestyles information?

This feedback was used by the CCG primary

care and community services transformation

work programmes. Also Healthwatch fed this

information into the NHS Sustainable

Transformation Plan (STP) process as part of

a wider piece of work enabling the people of

Herefordshire to shape the STP Plan.

PPG conference left to right: Richard Dudley

– HWH Staff, Ian Tait – CCG Chair, Paul

Deneen - Chair of Healthwatch 2013-17

Other voice of Herefordshire engagements which fed into the NHS Sustainable Transformation Plan Process

Healthwatch ran three different online

surveys and attended 25 engagement events,

encompassing the following groups:

General Public

Carers

Children & Young People

Health & Care Workforce

Voluntary & Community Sector

Organisations

Stakeholder Groups

‘Healthwatch gathered the views of 1350

people on 8 topics’

Healthwatch travelled the county gathering views: across Hereford city, Leominster, Bromyard and Ross-on-Wye.


Our plans for next year


What next?

Healthwatch Herefordshire are already planning work for the next year on:

Enter & View in Learning disability settings.

Gathering feedback from people who have been through a safeguarding investigation,

working in partnership with our local authority.

Promoting the production by Young People of a mental health self help guide.

Accountable decision making:

We will be holding an annual conference in July 2017 for the public to choose our 6 topics for

work in 2017-18. We are asking people to choose their first and second choice from the each

of the six following areas:

Social Care & Community Care

1. Social care assessments & the new pathway adult social care.

2. Carers services. 3. Access to community services:

District Nursing, OT & Physiotherapy.

4. How easy is it for people to find support from their own communities?.

5. Residential Home Care. 6. Domiciliary care/ care at home. 7. Transitions for people with Learning

disabilities, services for children with disabilities.

Self Help/ Prevention/ Public Health/

Mental Health

1. Public Health – Healthy lifestyles. Prevention Services.

2. Addiction. 3. Sexual health. 4. Diabetes: prevention, management &

Continuing Support. 5. Low level mental health support and

community mental health to prevent crisis.

6. Group Specific Mental Health Issues: Transgender, Veterans, Eating disorders & self-harm in younger people, Refugees, Suicide.

Hospital (Secondary Care)

1. Your stay in hospital. 2. A&E. 3. Maternity. 4. Rehabilitation: post-operative or

post trauma patient journey to recovery.

5. Hospital Discharge.

Primary Care

1. Access to GP surgery. 2. Pharmacy Services. 3. Dentists. 4. Audiology & Ophthalmology. 5. Autism – raising awareness, improving

service experience and improving access to a diagnosis.

6. Support & self-help for long term health conditions.

Services across Health & Social Care

1. Transport: physical access to services.

2. Complex and multiple conditions and coordination of services.

3. Tertiary care: Out of County Treatment/referrals.

Group specific

1. Eastern European populations/seasonal workers view of health & care services. Potential joint Worcestershire project.

2. Palliative Care: experience of having choice for treatment of terminal conditions and choosing where to die.

3. Women’s health. 4. Men’s Health.


Our finances


Income £

Funding received from local authority to deliver local

Healthwatch statutory activities

£144,000

Balance brought forward 2015-16 £15,038

Additional income £10,000

Total income £150,000

Expenditure

Operational costs £33,567

Staffing costs £94,836

Office costs £8,392

Total expenditure £149,795

Balance brought forward £19,234


Contact us

The organisation holding the Local

Healthwatch contract with Herefordshire

Council up to and including 31/3/2017:

Herefordshire Voluntary Organisations

Support Service, Berrows Business Centre,

Bath Street, Hereford. HR1 2HE.

Get in touch

Registered Office:

Healthwatch Herefordshire

Elgar House,

Holmer Road

Hereford

HR4 9SF

Telephone: 01432 364481

Email: [email protected]

Website: www.healthwatchherefordshire.co.uk

Twitter: @hwherefordshire

Registered Company Number: 10731637

We will be making this annual report publicly available on 30 June 2017 by publishing it on our

website and sharing it with Healthwatch England, CQC, NHS England, Clinical Commissioning

Group, Health & Social Care Overview and Scrutiny Committee, and our local authority.

We confirm that we are using the Healthwatch Trademark (which covers the logo and

Healthwatch brand) when undertaking work on our statutory activities as covered by the

licence agreement.

If you require this report in an alternative format please contact us at the address above.

© Copyright Healthwatch Herefordshire 2017

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