helping you speak out for stroke€¦ · mystery shoppers led to increased awareness amongst nhs...
TRANSCRIPT
With thanks to our sponsor www.strokeassembly.org.uk #strokeassembly
Helping you speak out
for stroke
Pam Johnson and Cathy Turland
www.strokeassembly.org.uk #strokeassembly
Stroke Association (Wales)
Pam Johnson – Speak Out for Stroke Coordinator
Ivor Addis – Stroke Survivor
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Speak Out for Stroke • Launched in November 2013
• Funded by the Big Lottery for three years.
• Part of the Valleys Voices portfolio in Caerphilly and Blaenau Gwent
• Part of the Engage portfolio in Newport and Monmouthshire
• Each portfolio has 9 partners all with similar aims.
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Our Team
• Andy Harris (Caerphilly/Blaenau Gwent)
• Pam Johnson (Newport and Monmouthshire)
• Diane Gleeson (Programme Assistant)
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Why was this project needed?
• Stroke survivors and carers felt isolated
• Lacked confidence in speaking out
• Did not feel represented on local panels or forums
• Unsure of where or how to raise issues
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Our goal
To ensure more stroke survivors and carers have opportunities to:
• express their opinions about the services they need
• have the ability to influence the services they receive
• and generally feel more included and valued.
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The plan
• To create a network of stroke survivors and carers
• Organise local forums and coffee meets
• Set up a Facebook page for online communication
• Facilitate consultations with service providers
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How we initially engaged with stroke survivors and carers
Letters, questionnaires, and leaflets
Support from Councillors and MPs
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Meeting people in local communities
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Working with our Stroke Association
colleagues
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Set up steering groups to guide our work
Caerphilly Group
Newport & Mons Group
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Examples of Campaigns and Priorities
Caerphilly/Blaenau Gwent Newport/Monmouthshire
Transport
Stroke Service redesign
Closure of public toilets
Access to Therapies
Supermarket access
Carers Respite
Leisure activities
Lack of Information about local services
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Stroke service re-design with Health Board
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• Information meetings held in 2014/2015
• Stroke Survivor and Speak Out staff on the working party
Speak Out for Stroke
supporting changes in stroke services
New stroke unit launched January 2016
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Access for All Forum Blaenau Gwent
Speak Out for Stroke Valleys Voice members now sitting on this local forum.
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Monmouthshire involvement in forum
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Redirection in Year 2- reaching out
• Recognised that many more people remain isolated and in need of the project
• Launched 11 Speak Out coffee forums
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2016 Our Final year - sustainability
• Volunteers to continue facilitating coffee meets
• Patient participation group to be developed
• Volunteers to maintain contact with external bodies to ensure voices are heard
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Helping you speak out for
stroke
Cathy Turland
CEO Healthwatch Redbridge
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Healthwatch Redbridge:
• Who we are
• What we do
• Enter & View
• Healthwatch Inclusion Project
• Accessible Information Standards
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Who are we?
• 150+ Local Healthwatch’s in England
• We represent the views by gathering information from local people who use health and social care services
• We signpost people by giving them information on relevant organisations
• We report and raise concerns about the quality of health and social care to local commissioners, Healthwatch England, and the Care Quality Commission for further action
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Gathering Information There are lots of ways we gather information:
• Documents Face-to-face Email
• (formal & informal)
• Observation Telephone Mail
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Enter & View:
Enter & View visits are conducted by small teams of trained volunteers known as ‘Authorised Representatives’.
This gives us the opportunity to observe and report the first hand experience of patients, carers and users of health and social care services.
They can be ‘announced’ or ‘unannounced’.
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• Directs and defines a specific, consistent approach to: – Identify
– Record
– Flag
– Share
– Act
A clear direction to identify and address the support needs of patients, service users, carers and parents, where those needs relate to a disability, impairment or sensory loss
• Does not include foreign language support needs
Accessible Information Standards
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• 1 million missed appointments last year through patients experiencing communication barriers:
• The Confidential Inquiry into premature deaths of people with learning disabilities (March 2013):
Need for Standards
“The lack of reasonable adjustments to facilitate healthcare of people with learning disabilities, particularly attendance at clinic appointments and investigations, was a contributory factor in a number of deaths”
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Healthwatch Inclusion Project: Using Enter & View to effect change
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Local Healthwatch Inclusion Project
Working across 13 boroughs in north, central & east London
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Project Overview – Year 1
First year of the project involved engaging with profoundly Deaf people
Conducted 3 E&V visits to London Emergency Departments (ED): Queen’s Hospital Romford, University College London, Newham Hospital
Trained deaf volunteers to be Authorised Representatives and Mystery Shoppers
Led to increased awareness amongst NHS professionals on access issues and also trusts changing practice to increase access for deaf patients
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Project Overview – Year 2
Due to the success of the first year, more disability groups were included:
- People who are Deaf or hard of hearing
- People with visual impairments
- People with learning disabilities
- People who have had a stroke or dysphasia
- Carers of people with communication impairments
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Project Overview E&V visits were conducted to seven emergency departments:
- Queens Hospital, Romford
- Royal Free Hospital
- Newham Hospital
- Royal London
- Whipps Cross University Hospital
- North Middlesex University Hospital
- Homerton University Hospital
One outpatient department
- Newham Hospital (aborted)
Eight ‘mystery shoppers’ reported on their experiences to different health and social care services across the 13 boroughs
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Project Overview
So far, we have: – Delivered E&V training to 22 volunteers with communication
impairments
– Delivered Mystery Shopper training for 30 people
– Conducted 8 E&V visits
– Completed reports on our findings and recommendations and sent it them to individual hospitals
– Organised two stakeholder conferences to share learning
– Developed a series of accessible videos highlighting the work
– Been recognised with three national awards for the work
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Aim
To evaluate access for people with communication impairments
Test staff impairment awareness
Identify and share good practice with other Trusts
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Method
Announced Enter & View visit
Provided Trust with brief information about the visit
Volunteers worked with local Healthwatch’s to devise the questions to ask
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Structure
Assess patient pathway from reception through the department
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Findings
In-house communication teams
Policies
Database
Impairment awareness training
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Findings
Use of accessible communication books
Fire emergency – flashing lights
Buzzer/Pager systems
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Recommendations
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Communication support All hospitals should have a contract with a BSL
interpreter provider
Communications book should be available in reception
Pagers are rolled out
Reduction in relying on family members and care workers
AIS requirement: Ask people if they have any information or communication needs and find out how to meet their needs.
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Database
Patient data systems should record the number of patients with impairments
The database should have a flag up system to alert staff of patient’s needs
AIS requirement: Record patients needs in a set way. Highlight a person’s file so it is clear that they have communication needs.
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Training
Staff members should receive deaf awareness, visual impairment and disability equality training
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Policies and procedures
Develop policies and procedures for supporting patients throughout their visit
Develop a procedure for communicating during MRI/ CT scan
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Outcomes
Reviewing the use of pagers in many of the hospitals visited
The use of Communications books is more widespread
Policies are being reviewed and updated
Databases are being updated to include access information
More patients with communication impairments are being invited to become more engaged in the monitoring of services
More training is being developed and offered across the services
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Recognition
Healthwatch England Awards: National Compact Awards: Diversity & Inclusion Advancing Equality Partnership Working