section 12 key performance indicators fy 2017 - 2018 · section 12 key performance indicators fy...

Monitoring report Q2 17/18 LH

Section 12 Key Performance Indicators FY 2017 - 2018

Ref

Outcome

KPI

Q4 (FY 16-17)

Q1

Q2

Q3

1

Increased consumer awareness of HWW and its role

1a) Number of people

Registered for Information

1b) Number of

members of reference and engagement group with detail of organisations represented.

1 c) Visits to HWW

website

1236

107 (9 Experts by Experience and 98 Organisations) Please see Annex 1 for detail of organisations represented. 1457 visits to the website. 64.24% were new visits and 35.7% returning visitors.

1253

109 (10 Experts by Experience and 99 Organisations) Please see Annex 1 for detail of organisations represented. 981 visits to the website. 68% were new visits and 32% returning visitors.

1273

107 (8 Experts by experience and 99 Organisations)

Please see Annex 1 for detail of organisations represented. 931 visits to the website. 65% were new visitors and 35% returning visitors.

2

Increased ability of consumers to share their views and concerns

2a) Analysis of

enquiries by commissioner/

Please see enclosed worksheet




about local health and social care services through involvement in HWW

provider/ service area.

2b) Number of

contacts with members of the public i.e. attending events

2c) Contribution to

key issues impacting on the health and social care economy in Worcestershire including FoAHSW, Pioneer WCP and the implementation of the Care Act

2d) Membership of the

Board to reflect the demographic make-up of the community and the demographic make-up of seldom heard groups

884 contacts were made with the public during Q4 by the Engagement Team. In addition to this the Chair & COO gave several interviews to national/local radio & TV stations.

642 contacts were made with the public during Q1 by the Engagement Team

966 contacts were made with the public during Q2 by the Engagement Team. Attended Community/Family Days ay health Hotspots across the county

3

Increased influence of consumers on

Presentation, consideration and production of reports

FoAHSW 1. Programme Board Chair, CCG

FoAHSW: Attendance at Quality Safety and

See attached appendix


policy, planning, commissioning, delivery and scrutiny of health and social care by Worcestershire County Council, Clinical Commissioning Groups, NHS Trusts and other publicly funded providers of health and social care services within Worcestershire

summarising user views

AO and WAHT MD presented formal consultation at public Board Meeting - webcast. 2. Promoted public participation in the consultation. 3. Attendance at Quality Safety and Service Sustainability Sub- committee STP: Promoted public involvement in the STP engagement events, and the #Your Conversation website. Worcestershire Acute Hospitals Trust: 1.Attended risk summit Jan 2017

Service Sustainability Sub- committee. STP: Attendance at STP Partnership Board. Submitted revised comment for publication in refresh of STP plan. Attended joint HWBB with Hfds ref STP Worcestershire Acute Hospitals Trust: Published report of Enter & View of ‘Corridor Care’ at WRH and Alex. 46 unannounced visits, structured interviews with 119 patients, 38 recommendations for improvements based on patient

STP Attendance at STP Partnership Board.


2. Undertook E&V of ‘Corridor Care’ in A&E at WRH and Alex sites. Report to be published in Q1 2017/18 3. Attendance at Quality Review Insight Group, and the Trusts Quality Governance Committee. 4. Interviews on national/regional TV ref ‘Corridor Care’ in A&E. CCGs 1.MSK Decision Challenged Worcs CCG decision to restrict access to hip and knee replacement surgery through written submission and regional TV.

experience and observation. Attendance at the Quality Review Insight Group. Attend Patient/Carer Experience Expert Forum. Attendance at A&E Delivery Board. CCGs: MSK Decision Contributed to HOSC review of MSK decision. Going to the Doctors Published ‘Going to the Doctors’ report. 459 respondents completed survey. 11 recommendations.


Following national media reporting NHS Right Care issued guidance to all CCGs in England which led to Worcs CCGs suspending their decision. 2. GP Equipment Loan: Report published with recommendations. Children & Young People: 1.Tops and Pants publication Reporting the views of Children and Young People about their services. 2. Health and Wellbeing Information: Advice and Support

Children & Young People: Autism: Feedback about the new Umbrella Pathway and information incorporated into information leaflet. Survey of GPs commenced Designed survey for people with ASC and their carers. Attendance at Autism Partnership Board CAHMS: Attendance at CAHMs Partnership Board Adult Health & Care:


Report published with recommendations. Adult Health & Care: 1.Support for Mental Health and Well-Being – A Carers Perspective. ‘Spotlight’ report published 2. Overview of Meaningful Activity in 13 Care & Nursing Homes for Older People in Worcestershire. Report published with recommendations.

3 Conversations review: Agreed process for undertaking review and geographic area. Mental Health: Developed process for review of secondary Mental Health care with WH&CT. Attended Older Adult Mental Health Co-production event. NHS 111: Survey designed and commenced. HWW Annual Conference: Organised an independently chaired Q&A session with panel of Worcs NHS leaders for the public.


4

Increased representation of the diverse communities across Worcestershire, including reaching out to communities where health and access to services are poorest

4a) Demographic Analysis 4b) Delivery of projects 4c) Evidence of new

and innovative engagement, and outcomes of this

4d) Evidence of staff

and volunteers building skills in community Development skills relevant to Healthwatch

Please see enclosed worksheet “Equal Opportunities Monitoring information”

Please see enclosed worksheet “Equal Opportunities Monitoring information” Business Plan for 2017/18 approved at Annual Conference.

Please see enclosed worksheet “Equal Opportunities Monitoring information” Engagement: Attended Community/Family Days ay health Hotspots across the county Attended Eid Party, Horizons Community Centre, Worcester Attended events with LD support groups


4e) Social value – evidence of understanding what this is, and the contribution made by the service to social value

Carers Awareness Trg delivered to staff and Directors. Media Trg delivered to Directors Board development – influencing skills

Presented on HW activity in Worcs to support access to services by deaf people at the West Midlands Regional Association for the Deaf

5a

Improved Quality Assurance of health and social care services in Worcestershire

Attendance at CCG Primary Care Commissioning and Quality & Resources Committees, Acute Trust Clinical Governance Committee, NHSE AHW Quality Surveillance Group, Quality Review Insight Group WAHT, and A&E Delivery Board Attendance at HOSC and other scrutiny committees.

Attendance at CCG Primary Care Commissioning and Quality, Performance & Resources Committees, Acute Trust Clinical Governance Committee, NHSE AHW Quality Surveillance Group, Quality Review Insight Group WAHT, and A&E Delivery Board Initiated enquiry at AHW QSG about oversight of health services

Routine Monitoring: NHS NHSE AHW Quality Surveillance Group CCG Primary Care Commissioning and Quality, Performance & Resources Committees, Acute Trust Clinical Governance Committee, Quality Review Insight Group, A&E Delivery Board


Safeguarding Children: Following publication of Ofsted Assessment of children’s services in Worcs Chair of Safeguarding Children’s Board and Director presented at HWW Pubic Board meeting – webcast. Adult Safeguarding: Presentation of Annual Report at HWW Public Board meeting by Vice Chair and ASB Mgr. of ASB Domiciliary Care: Presentation - overview of domiciliary care at HWW Public Board Meeting by

commissioned by NHSE and Public Health. Safeguarding Children: DCS Report on progress with 8 point plan requested and presented at Annual Conference. Resolution to pursue publication of performance indicators and request meeting with Commissioner via Interim CEO. CCG Assurance: 360 survey of CCG performance completed by HWW at request of NHSE. Concerns around duty to involve and clinical basis for decision making raised in survey and at meeting with NHSE A, H&W Locality Director.

County Council Health & Wellbeing Board Health Oversight Scrutiny Committee Childrens, and Adults Scrutiny panels Quality Accounts Considered and submitted response to following NHS Provider 2016/17 Quality Accounts: WH&CT WHAT WMAS Primrose Hospice St Richards Hospice Childrens Services Following meeting with Interim CEO single point of contact established with Asst Director. First meeting held to discuss opportunities for HW oversight in development of recovery plan and transparency – publication of KPIs


WCC QA and Compliance Mgr. Nursing & Care Homes: CQC responded to E&V of Meaningful Activity in nursing and care homes – to use report to inform inspections.

Adult Social Services: Participated in ADASS Peer Challenge. PLACE Assessments: HWW Volunteers participated in PLACE Assessments at: Timberdine, Alexandra Hospital, Evesham Community Hospital, WRH, Spire Southbank and Kidderminster Treatment Centre

Adult Safeguarding Following unexplained death of a homeless man in Worcester HW seeking assurance that Adult Safeguarding policies and practice safeguard vulnerable homeless adults. Assurance not provided to date – enquiries continue.

5b

Local views influence national policy, advice and guidelines

Reference to HWW in national guidance and best practice

National Consultations: Responses submitted to 1. Participated in HWE workshop to inform CQC New Phase of Regulations and submitted

Community Pharmacy: Presented at national conference on Pharmacy Healthwatch England: Contributed to HWE review of Good Governance for LHW

CQC Next Phase of Regulation 2 Submitted a response to the CQC consultation on the Next Phase of Regulation 2 NHSE National Consultation – ‘Items which should not be routinely


response to consultation. 2. Progress with the implementation of the NHS Accessible Information Standard. West Midlands LHW Network SA elected chair of the Network Healthwatch Herefordshire HWW appointed by Hfds Council and HWE to advise/support the recovery of Healthwatch Herefordshire.

Attendance at HWE Annual Conference Reference to HWW work on Autism in HWE report. Participated in NHSE recruitment panel for post of Director of NHS Leadership Academy. Healthwatch Herefordshire: HWH established as a limited company. Contract in place with Hfds Council for LHW services. HWW providing business support on a full cost recovery basis.

prescribed in primary care’ Consolations circulated to RFI and REG members. CQC External Co-production Group Invited by CQC to join its national external co-production working group. NHS Leadership Academy Represented patients on the Programme Retender Board. West Midlands Cancer Alliance Secured patient/public engagement in the Cancer Alliance Board for West Midlands LHW Network Healthwatch Herefordshire Continued support


West Midlands Regional Association for the Deaf Presented on HW activity in Worcs to support access to services by deaf people. Healthwatch England Report: Care Homes Briefing HWE published a quote from HWW E&V report of meaningful activity.

6

Increased awareness among stakeholders about the importance of the HWW role and of engaging with communities

6a) Number of

followers on Twitter

6b) Results of stakeholder survey

747

783

816

7

Consumers are enabled to make choices about appropriate

7 a) Number of

consumer enquiries for

We received 32 enquires for advice and information during the

We received 18 enquires for advice and information during the quarter. Plus, an additional

We received 25 enquires for advice and information during the quarter. Plus, an additional


publicly funded health and social care services

advice and information

7 b) Protected

characteristics of consumers contacting HWW for advice and information

7 c) Consumer

satisfaction with the advice and information service

quarter. Plus, an additional 18 patient experiences. Please see enclosed worksheet “Equal Opportunities Monitoring information” We received 4 customer service satisfaction forms during the period. The feedback received stated “excellent knowledge & understanding, was good to have someone to point me in the right direction” “HWW staff are well informed and takes comments on board. Not

14 patient experiences. Please see enclosed worksheet “Equal Opportunities Monitoring information” We received one official customer satisfaction form during the period. The feedback stated that “Staff well informed will certainly recommend Healthwatch” We received verbal feedback on the professionalism of the Annual Conference.

18 patient experiences. Please see enclosed worksheet “Equal Opportunities Monitoring information” We received one official customer satisfaction form during the period which commented that the member of the team was very helpful and sent the relevant information to in order for her to persue her complaint.


afraid to challenge statutory bodies but take a balanced approach” “Very helpful & understanding, giving good advice”


Organisations that have joined the Reference and Engagement Group

Acorns Children's Hospice

Action for Children

Age UK Bromsgrove & District

Age UK Droitwich and District

Age UK Herefordshire & Worcestershire

Age UK Redditch and District

Age UK Worcester and District

Aid for Aspergers

Alymer Lodge/Cookley Patients Participation Group

Alzheimer's Society

ASPIE

Association for Dementia Studies

Batchley Support Group

Best Foot Forward Walking Group

Bromsgrove Forum for Older People

Cafe 27

Cafe 54 Bewdley Youth Cafe

Care and Repair Worcestershire

Carers Careline

Carers Reference Group Worcestershire Learning Disability Partnership Board

Community Advice Service-Redditch

Crossroads Care

Deaf Direct

Diabetes UK

Droitwich Action for Future Youth

Evesham & District Mental Health Support Services

Families in Partnership Worcestershire

Fortis Living

Friday Fun Club

Hansel & Gretel

Homestart Wyre Forest

Jalalabad Association

KEMP Hospice

Kidderminster District Youth Trust

Kidderminster Foodbank

Kidderminster Macular Support Group

Leukaemia Care

M.S Society Wyre Forest & District Branch

Macmillan Cancer Support

Maggs Day Centre

Malvern Special Families

Mentor Link


Mothers' Union Diocese of Worcester

Motor Neurone Disease Association

Nightstop Wyre Forest

North Worcestershire Basement Projects

Ourside Youth Centre

PAZ RSA Academy Arrow Vale

Positive Thoughts

Primrose Hospice

Redditch Food Bank

Redditch Mental Health Action Group

Redditch Mental Health Support Group

Redditch Older Peoples Forum

RYCE

Samaritans

Shaw Trust

Sight Concern Worcestershire

Simply Limitless

Spa Medical Practice Patient Group

Speak Easy NOW - Health Checkers

Spectrum Days

Spokes CIC

SSAFA Worcestershire

St Basils

St Pauls Hostel Worcester

Stanmore House Patient Participation Group

The Comet Group

The Salvation Army Home League Kidderminster

The Sandycroft Centre

Together Group

Tribe Community Projects

U3A - Wyre Forest & District

University of the Third Age

Wallace House Community Centre

What Makes you Different Makes You Beautiful

What's Your Point?

Woodrush Youth and Community

Worcester Action for Youth

Worcester Afro Caribbean Association

Worcester Citizens Advice & WHABAC

Worcester City Forum for Older People and Pensioners Action Group

Worcester Community Trust

Worcester Heart Group

Worcester Heart Support Group

Worcester Snoezelen


Worcester Survivors Club

Worcestershire Association of Carers

Worcestershire Coalition for Independent Living

Worcestershire Mental Health Relative & Carers Support Group

Worcestershire Parent and Carers' Community

Worcestershire Partnership of Older Peoples Forums

Wyre Forest Dial-A-Ride

Wyre Forest Reaching Out

Wyre Forest Talking Newspaper

YMCA Worcestershire

Young Solutions Worcestershire

Your Ideas Youth & Community Project

YSS Worcestershire Young Carers

section 12 key performance indicators fy 2017 - 2018 · section 12 key performance indicators fy...

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