healthwatch staffordshire presentation to healthy...
TRANSCRIPT
Healthwatch Staffordshire – Presentation to Healthy Staffordshire Select Committee
Healthwatch Staffordshire – How do we spend our time?
20%
23%
18%
20%
19%
Number of Hours Spend on Healthwatch Activity
Strategic Relationships Community Voice and InfluenceMaking a Difference Locally Informing PeopleWorking with HW England/CQC
Impact Measure: Strategic Context and Relationships (1)
• Health and Well Being Board – TSA process, CCG commissioning intentions, locality work, links to STP
• Quality Surveillance Group – CAMHS Tier 4 services, GP Access, Links to Social Care
• Systems Resilience Group – 111, Residential Homes, A&E report
• Quality Committees (CCGs) – Joining up information,
• Quality and Safeguarding Information Sharing Meetings – Links to Enter and View
• Adult Safeguarding Board – public engagement, serious case reviews
• Joint Commissioning Board (primary care) – GP practice mergers, Primary Care Strategy
Impact Measure: Strategic Context and Relationships (2)
Impact Measure: Community Voice and Influence (1)
This year we reached
over 150,000 people
on social media
We visited 32
local services
using our Enter
and View powers
We engaged with
114,730 people and
delivered over 270
engagement events and
activities
Reaching Out Across the County
• Community Outreach Officers x 3
• Work with under-represented groups – homeless, young people, Gypsies and
Travellers, Prisoners etc.
• Board meetings in public – once per quarter
• AGMs – Stafford, Rugeley, Leek
• Conversation Staffordshire – Newcastle, Leek and more planned
Impact Measure: Community Voice and Influence (2)
Impact Measure: Community Voice and Influence (3)
Impact Measure: Making a Difference Locally (1)
HealthWatch Research Priorities
Healthwatch Priorities
2013/14 2014/15 2015/16
A&E Mental Health CAMHS
GP Access Domiciliary Care End of Life
Support for
Carers
Transition of
Services
Access to
Community
Services
Our A&E Work
We have carried out several surveys into A&E services from a patient’s perspective. Outcomes have included: • Setting up new Acute Assessment Unit
at Burton • Improved signage and reception at
UHNM • Strategic agreement that services
need simplifying • Miscarrying mothers no longer having
to wait in A&E
GP Access – a collaborative project
We led a project with Healthwatch in Stoke-on-Trent, Shropshire and Telford and Wrekin working with NHS England, and interviewing patients about GP appointments. The findings have been fed into the Primary Care Strategy for Staffs/Stoke, as well as individual practices taking on board our volunteers’ suggestions.
Impact Measure: Making a Difference Locally (2)
HealthWatch Research Priorities
Impact Measure: Informing People (1)
• 650 + reviews on Experience Exchange
• 350 calls per quarter on Healthwatch Freephone (does not include Advocacy)
• Types of enquiries – Respite care, peg feeding in nursing homes, consent, how to get involved
1,946 followers,
reaching an audience
of over 85,000
Freephone
0800 051 8371
Impact Measure: Informing People (2)
Impact Measure: Working with Healthwatch England/ CQC
National Developments
• Pioneers for the national database system
• Transition Reference Group
• Information and Intelligence Project
• Special Enquiries – Hospital Discharge, Maternity Review
Local Work
• CQC Inspections
• Orthotics – escalation
• Collaborative Working with other local Healthwatch
Independent Complaints Advocacy Service – Why Does it Exist
“People find the complaints system complex and confusing” (Healthwatch England report – Suffering in Silence)
There are over 70 different kinds of organisations involved in handling complaints, including service providers, commissioners, regulatory bodies, and ombudsmen
Just 14 per cent of those who complained were clearly told what to expect from the process
Only 1 in 5 people said they had to make their complaint just once to one person or organisation
Independent Complaints Advocacy Service – Key Stats
• Since bringing the service in-house in February 2015, cases have nearly trebled
• 37% of clients able to self-advocate on receipt of our self advocacy information pack
• Advocacy Freephone received 615 calls in Q1 2016, resulting in 91 new cases, with many
other clients signposted to other services or to PALS services if the issues can be
resolved locally in that way
• Aware that for at least two Trusts locally, overall complaints numbers are down
Independent Complaints Advocacy Service – Where do clients come from?
Referral Source Numbers Percentage
Other advocacy organisation 5 1%
Former client 21 6%
GP 15 4%
PHSO 0 0%
Healthwatch 18 5%
Leaflet 44 13%
Media article/coverage 2 1%
Nearest Relative 5 1%
NHS PALs/ Complaints Department 132 38%
NHS Staff 6 2%
Prison – Staff or insiders 7 2%
Relative/Friend 4 1%
Social Worker 1 0%
Website 23 7%
Word of Mouth 3 1%
Not Known 64 18%
Total 350 100%
Advocacy – Case Studies
Adult Autism Assessment
Mrs. E. approached Healthwatch in despair as her 30 year old son suffered debilitating anxiety but despite repeated GP visits and referrals could get now answers. Both Mrs. E. and her son suspected he may have autism but had been informed the CCGs do not consider an adult autism assessment service in Staffordshire. This was referred as a complaint, and the outcome was agreement from the CCGs to provide this service. Mrs. E. contacted us to let us know her son has been assessed as autistic, which has really helped him understand his condition and access appropriate support.
Sepsis Awareness Mrs. X had a traumatic experience at Queen’s Hospital Burton, when she contracted sepsis after a Caesarian birth. She nearly died as staff failed to identify the sepsis. With the help of her advocate, Mrs X. made her complaint to the Trust, as a result of which the Trust has written saying that they have instigated a new programme of training and awareness to all staff, and raised awareness through use of posters etc. throughout the hospital.
Enter and View – Key Activity 2015/16
• 32 visits carried out
• 9 of these to County/Royal Stoke as part of our evaluation of
the transition of services
• 17 visits to residential and nursing homes
• 31 authorised representatives
Enter and View – Case Study Pine Meadows Care Home Follow Up Visit
• Staff issues were sorted, with fewer agency staff being used instead.
• Internal repairs were well under way
• Health & Safety of the Residents had been taken into account, in particular a keypad system was now in place instead of the old ‘open door’ policy
• Cleaning regime had been improved.
• An advert had been placed for an Activities Co-ordinator
• Staff morale had improved
• Care plans were being used
• Training had been given in respect of the storage of medications
• Importantly residents spoken to were happy, liked the staff and enjoyed the food
Enter and View – Future programme
• Continued targeted visits based on intelligence/feedback
• Three key areas identified:
- Food in Hospitals
- Discharge
- Activities in Care Homes
Working with Scrutiny – Next Steps
• Accountability Sessions
• UHNM Transition – complete but ongoing monitoring
• RWT Transition - planned
• Other options:
- Bring HW Quarterly Monitoring Reports?
- Co-opted HW representative(s)?
- Invite Members to shadow HW work?
- Joint Projects?
Resources – 2015/16
Total Income - £886,060
Healthwatch Income - £512,480 (58%)
Staff – 63%
Office Costs – 15%
Operational Costs – 22%
NHS Complaints Advocacy Income - £209,471 (24%)
Staff – 82%
Office Costs – 8%
Operational Costs – 10%
ECS Other Income – £164,109 (18%)
Staff – 61%
Office Costs – 7%
Operational Costs – 32%
Our Operating Model
As Healthwatch Staffordshire, ECS will: As Healthwatch Plus, ECS’ subscription service offers: As a consultancy service, ECS can provide:
* Gather views and experiences of users of health and
social care services
* Make people’s views known, including those from
excluded and underrepresented communities
* Promote and enable the involvement of people in the
planning and delivery of local health and social care services
and how they are monitored.
* Recommend investigation or special review of provider
services, either via Local Healthwatch England, or directly to
the Care Quality Commission (CQC)
* Provide non clinical advice, signposting and information
* Through its annual report, make the views and
experiences of people known to Healthwatch England and
help it carry out its role as national champion
* Provide access to a professional independent NHS
Complaints Advocacy Service
* Tailored engagement and research commissions, to be
developed in discussion with the subscriber
* The ability to jointly commission work with other health and
social care bodies and to track patient experience throughout
their pathways of care
*A seat on our strategic advisory group, shaping the work of
ECS, and using its role in understanding public opinion to
inform your own strategies
* Six monthly review meetings
*Training and development opportunities on community
engagement, using customer insight to influence services, and
on how to conduct Enter and View visits
* Consultation and engagement exercises including surveys,
focus groups and public meetings
* Research and evaluation projects, with particular regard to
service user involvement
*Designing and delivering meaningful engagement and
participation, using innovative tools and techniques
* Tailored “mystery shopper” exercises
* Tracking performance against user opinion
* Supporting the development of user-centred performance
measures
Our People
Chief Executive
Jan Sensier
Engagement Manager
Sue Baknak
Engagement Co-ordinator
Jackie Owen (1.0 FTE)
Engagement Co-ordinator
Kerry Kelly (0.6 FTE)
Communications & Marketing Officer
Mohammed Arabo
Community Outreach Officer
E. Staffs/ Tamworth/Lichfield
Ian Wright
Community Outreach Officer
North Staffs
Jo Hall
Community Outreach Officer
South Staffs / Cannock / Stafford
Paul Higgitt
Research & Insight Manager
Victoria Gibson
Senior Research
Officer
Deborah Faulks
Research Graduate Intern
Vacant
Research Graduate
Intern
Aarthi Ravi
Complaints Manager
Elizabeth Learoyd
Complaints Advocate
Jane Steward
Complaints Advocate
Joanne Darrant
Complaints Advocate
Su Carson
Corporate Services Manager
Aileen Farrer
Finance & Projects Officer
Matthew Thompson
Admin & Information Officer
Abigail Benge