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1 Healthwatch Herefordshire Quarterly Report October - December 2018 Contents Engagement with the public 2 Public priority project work 3 Mental health forum 4 Public Events 5 Feedback, information & advice 6 Working with volunteers 8 Strategic influence 9 Internal organisational development 10 Communicating with the public 11 2018-19 Work Plan 13
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Page 1: Healthwatch Herefordshire Quarterly Report October ... · Healthwatch Herefordshire Quarterly Report October - December 2018 Strategic i Contents ... 22.Herefordshire Housing/Conexus

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Healthwatch Herefordshire

Quarterly Report

October - December 2018

Contents

Engagement with the public 2

Public priority project work 3

Mental health forum 4

Public Events 5

Feedback, information & advice 6

Working with volunteers 8

Strategic influence 9

Internal organisational development 10

Communicating with the public 11

2018-19 Work Plan 13

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Engagement with the Public

We have been asking people about the

projects we have been running through quarter

3 which are:

Dementia

Children & young people’s mental health

Stroke service experiences

Homefirst reablement

1. The Courtyard – Find your feet

2. The Courtyard – Playing together

3. 2Gether Trust Stakeholder Meeting

4. Dementia Action Alliance

5. Ledbury Health Group

6. Participation & mentoring officer (Looked

after children)

7. Youth Conference

8. The Cart Shed

9. Carers in Mind

10. Dementia Story work with service users

11. Dementia Advisors Alzheimer’s Society

12. Golden Valley community fayre Event

13. Young Carers Group

14. Dementia Friendly Conference Leominster

15. Self Harm Workshop

16. Holmer Court Care Home

17. Ross Memory Café

18. Age Concern - Buttsfield House, Bromyard

19. Dementia Programme Board

20. Age concern Lunch - Ledbury

21. Living with and Beyond Cancer Event

22. Herefordshire Housing/Conexus

23. Carer Friendly Communities

24. Our News Our Views

25. Making it Real

26. Autism Partnership Board x2

27. Herefordshire Disability United

28. Kington Health Commission

29. Strong Young Minds

30. No Wrong Door

31. Learning Disability Partnership Board

32. Children and Young People Partnership

Board

33. Mental health forum x2

34. Different strokes

35. The stroke club

Public Priority Project Work

Building on End of Life Project

Healthwatch Herefordshire have started to engage with the public to promote a new tool which

health and care professionals want to use with patients and carers to plan for peoples advance

care wishes. At our December public event in Ross-on-wye Healthwatch held focus group with

Healthwatch

Engaged

With 37

Groups

In Q3

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local GP’s and end of life service commissioners to hear people’s views on this topic and inform

the public why advance planning for future care is important. The new tool is called the RESPECT

tool, which is a national NHS initiative that Healthwatch will assist in promoting this year to

inform the public, helping them to have a better end of life experience.

There is a system wide focus on improving the delivery of services for end of life utilising the

public feedback from our report in February. The services which provide care for people in end

of life are coordinating though a programme board, which Healthwatch are a part of, to

implement some of the recommendations which came from our report. Such as a single point of

contact, improving patient experience and outcomes, reducing duplication in care delivery and

making the pathway of services in the stages of end of life care easier for patients and their

families to navigate.

Healthwatch will work with end of life providers and commissioners over the next year making

this happen and we will be holding a couple of focus groups to make sure that people with recent

experiences are involved in making this work a success.

2018-19 projects

We have continued engagement on the following projects which will continue to run until spring

and summer 2019.

Dementia

We are currently engaging with the public to gather feedback about people’s experience of

getting a diagnosis and living with dementia.

Raising awareness of the importance of getting an early diagnosis and reducing the stigma of

dementia by promoting dementia friendly community.

This work will continue until the spring, when we will use the results to provide service

experience from the public to the dementia programme board who are overseeing the

development of services in the county for people with dementia.

Children & young people’s mental health

Out work on children and young people’s mental health will be a yearlong project ending in

summer 2019 and involves;

Work undertaken at school games and crucial crew in July 2018 with children about

emotional wellbeing.

Gathering experiences of young people in secondary schools about the support they

receive and would like for mental health in school.

Gathering feedback from children and young people who have previously, or currently,

use mental health services.

Short term reablement services in your own home

Healthwatch have worked with the local authority Homefirst service and Wye Valley Trust

community health services to develop a service evaluation, which we are undertaking currently.

We are interviewing a sample of people who have very recently received this short term

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reablement service when coming home from hospital. We will repeat the evaluation after six

months, in the summer, with a new group of patients and publish a report of the service

experiences.

Stroke Service experiences

We have engaged with service users and carers of the existing stroke clubs in the county to ask

them their experience of acute hospital and community stroke services and living with stroke.

We have used this feedback to inform our planning, and scope out what may be useful as a future

project. In particular, how this could add to any developments which may happen in the future

in Herefordshire stroke services.

Hospital outpatient clinic experiences

In October and November Healthwatch trained its staff board and volunteers in enter and view

process for use in visiting outpatients in the spring.

In March we will visit each clinic twice over a two week period, with staff and volunteers to ask

patients about their experiences of using outpatient clinics in; Rheumatology, the eye clinic, x-

ray and imaging, ear nose and throat (Head and neck), and the fracture clinic.

Mental Health Forum

Healthwatch have continued to facilitate a bi-monthly mental health carer and service user

forum. In quarter 3 we have held two meetings.

The main issues or discussions raised were:

Provision of support for out of hours mental health care

Crisis care and early intervention

Reasonable adjustments for people with Asperger’s using mental health services

Underfunding of mental health services in Herefordshire and the STP plans for mental

health

Recovery college initiative needed in Herefordshire

The joining together of the carers in mind and Mental health forum and development of a

2019 programme

Healthwatch continues to follow up on issues raised by individuals and also general themes and

answers to questions on behalf of the forum from commissioners and providers.

In December Healthwatch had a one to one meeting with 2gether to discuss these issues and

have two way feedback.

Carers in Mind hosted by Herefordshire carers support (HCS) at Mind meets monthly. We have

worked with HCS to test out a joining of these two groups into the mental health forum to

alternate monthly meetings. The programme for 2019 will be:

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Tuesday 5th February 6.45-8.45pm mental health forum. Speaker from 2Gether NHS Trust to talk about mental health crisis care.

Tuesday 5th March 6.45-8.45pm Carers in mind no speaker.

Tuesday 2nd April 6.45-8.45pm mental health forum. Speaker from police to talk about mental health in custody & community policing.

Tuesday 7th May 6.45-8.45pm Carers in mind no speaker.

Tuesday 4th June 6.45-8.45pm mental health forum Speakers from NAS + local authority to talk about social activity, peer support and formal support for adults with an autistic spectrum condition.

Tuesday 2nd July 6.45-8.45pm Carers in mind no speaker.

Tuesday 6th August 6.45-8.45pm mental health forum. Speaker 2Gether NHS trust to talk about the merger with Gloucester care services, what does this mean for Herefordshire services?.

Tuesday 3rd September 6.45-8.45pm Carers in mind no speaker.

Public Event Ross on Wye

On December 5th 2018 Healthwatch held a public event in Ross on wye with guests

including: GP’s from the two local GP practices, Managing Director of the clinical

commissioning group and representatives from local community groups.

The focus of the event was to:

Give the community an update about how the NHS services are working

locally and what that means for patients

Have question and answer session with healthcare professionals

Hear from community organisations Men’s Shed, Age UK Ross, Mind and the Ross

Meeting Centre about what they are doing for the community locally.

Hear about the work of Healthwatch and how the public can get involved.

Feedback at the event of 2 workshops held on Advance care planning and mental health

in schools

Public Event - Living with and beyond cancer

Living with and beyond cancer is a national programme looking to improve the

breadth of services for patients and families who have cancer. On December 10th

2018 the Living with and beyond cancer team of Wye Valley Trust and Macmillan

jointly hosted a focus group in Hereford with Healthwatch, for people who have

or have had cancer and family and friends to share their experiences and views

on cancer care. The aim of this feedback is to shape the plans for the local living

with and beyond cancer programme over the next two years. We will repeat this

event in spring.

40

people

13

people

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Feedback, information &

advice

Healthwatch receives public

feedback in a number of ways:

1. From day to day engagement

and outreach work with

groups on specific topics for

our project work

2. At public events which we

host throughout the year

3. From calls and email

enquiries asking for

information and advice and

people feeding back their

experiences

4. From reviews about services

which are left on our online feedback centre

rate and review service.

From 1st October – 31st December 2018 Healthwatch

received 29 enquiries from the public and 36

reviews on the feedback centre.

Feedback centre Informatics

29

Enquiries

Sentiment of the reviews Service categories of the reviews

GP's35%

Social care14%

Pharmacy7%

District nursing3%

Mental health 7%

Autism Asperger's

7%

Dentists7%

Hospital7%

Learning disability support7%

Diabetes Medication3%

ME support3%

Enquiries by service type

36 Feedback

Centre

Reviews

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When a review is submitted the reviewer chooses an overall star rating for the service from 1-5 which gives

the service its average star rating.

Also the star rating is an average for all of the reviews ever left about that service not just the quarter listed

in the report.

The sentiment and theme arise from the moderation process which healthwtach undertake in every review.

Sometimes people make negative statements in their review but still give a high overall star rating.

The more a service promotes the feedback centre to their patients and service users the more feedback we

receive. For example we currently have a trial kiosk set up in the Moorfield branch of Hereford medical

group which is why there are more reviews for this service than the other doctors practices. Hereford

Medical Group are listening to the patient feedback that they receive.

Working with volunteers

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Healthwatch continue to involve our 13 volunteers in a range of activity; events, surveys and

planning and advising Healthwatch on its work.

The main activities we have involved volunteers in quarter 3 was promoting the feedback

centre, our public Event at Ross on Wye, safeguarding experience evaluations.

We held Enter and View training For all staff board and volunteers to prepare for our

upcoming work in outpatients clinics.

In December we launched our Healthwatch Friends initiative to involve people in our work

in a light touch way whilst increasing our reach and engagement.

Because involving volunteers is important to us, we are currently developing a rolling annual

programme of quarterly training events for our volunteers, which will start in June.

Strategic Influence

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Healthwatch continually evaluate its attendance at strategic boards, committees and forums

across health & social care in order to make the most effective use of time and resource and

have maximum impact.

1-2-1 meetings with commissioners and providers

We have been developing key relationships in one to one quarterly or monthly meetings with the

CCG, adult social care, scrutiny committees, Public Health, mental health lead commissioners,

ambulance service, mental health trust and the acute & community trust.

Our purpose is to use these forums to represent the views of the public and the information we

have gathered from them to influence how health & social care is planned and delivered. We

also have an opportunity to hear about developments in health & social care which will affect

the public.

National and regional influence

Healthwatch participate in

• Regional Quality Surveillance Group

• Healthwatch England Regional Network group

• All reports are submitted to Healthwatch England research library

• Input into the Healthwatch national work on quality framework developments.

Local forums we are attending and influencing

• Sustainable Transformation Partnership (STP)

Programme & Delivery boards

• Stroke Workstream STP

• Health & Wellbeing Board

• Adults & Children’s Scrutiny Committee’s

• Primary care commissioning board

• Operating model working group (primary care

home)

• Clinical Commissioning Group Quality Patient

Safety

• Adult and Children’s Safeguarding Boards

• Children & young people partnership board

• Early years strategy group

• Quarterly meetings with Care Quality

Commission

• Children & Young people mental health and

emotional wellbeing pathway group

• Urgent care commissioning board

• Clinical Commissioning Group, Wye Valley

Trust, 2gether Trust board meetings in public

• Performance audit and quality safeguarding sub

group chaired by Healthwatch

• One Herefordshire communications group

• Autism and Learning Disability Partnership

boards

• A&E delivery board

• Mortality Oversight group

• Dementia implementation group

• Dementia programme board

• Dementia Action Alliance

• Leominster project board

• Respect implementation group

• End of life programme Board

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Internal and Organisational Development

Development meetings

Healthwatch monthly internal development meetings for; co-opted volunteers, staff and

directors, continue to grow in their effectiveness. Healthwatch review; internal and

organisational issues and continuous improvement, health & social care matters, intelligence

sharing and prioritisation of emerging issues, our work projects and communications.

We held a reports & research workshop with Healthwatch England in November to share best

practice and learning from a national project - developing a research framework.

Healthwatch have adopted this framework to pilot it on new projects later this year.

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Communicating with the Public - Summary 1st October – 31st December 2018

2 E-Bulletins

1 Newsletter

1 Stakeholder Reference Group email

7 Hereford Times Columns

E-Publications Our online mailing list as of 31th December 2018 was 191 people (+63).

Date Item Reach / Impressions Clicks Opens Clicks % Opens %

25.10.2018 October E-Bulletin 125 9 54 7.2 43.2

21.11.2018 Events in December 76 3 29 3.9 38.2

27.11.2018 November E-Bulletin 157 8 61 5.1 38.9

19.12.2018 Autumn/Winter Newsletter 181 1 72 0.6 39.8

Hereford Times Article Topics

Healthwatch publish a short column in the health section of the Hereford Times every fortnight. This

has had the direct impact of increasing our enquiries from the public and raising the awareness of

Healthwatch.

Hereford Times are now starting to publish our column online too.

11.10.2018 – Lonliness and social isolation

25.10.2018 – Healthwatch; a national perspective

08.11.2018 – Talk community launches to help Herefordshire residents.

22.11.2018 – We need your views on mental health in schools, living with cancer and advance care planning

06.12.2018 – Changes to urgent care services in the county

20.12.2018 – Missed appointments a rising concern in Herefordshire

27.12.2018 – Looking after yourself over the festive period

Social Media

Facebook Likes

Twitter Followers

Facebook Posts

Twitter Posts

Facebook Reach

Twitter Impressions (reach)

Total Followers

Total Posts

Total Reach

October 2018

392 (+10) 1718 (+13) 25 16 3,552

8,289

2,110 41 11,841

November2018

400 (+8) 1714 (-15) 26 17 8,065 7,212 2,114 43 15,277

December 2018

404(+4) 1716 (+2) 30 23 6,837 7,345 2,120 53 14,182

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Analytics of website traffic 1st October – 31st December 2018

There has been a small increase (+192) website users between October – December 2018.

Radio

Healthwatch has been contacted for comment this quarter on the following topics: Out of hours GP

contract, ambulance response across Herefordshire and Worcestershire, hospital car parking.

Top Facebook post reaching 2,202 people Top tweet reaching 1,251 people

Instagram

Healthwatch

Herefordshire

has 532

followers

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Healthwatch Priorities 2018-19

Community services in your own home

Children & young people’s mental health

Outpatients

Dementia

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June Jul

2018 2019

Stroke Services

NHS long term plan


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