Healthwatch Staffordshire Newsletter January 2016

Newsletter

www.healthwatchstaffordshire.co.ukenquiries@healthwatchstaffordshire.co.uk@HWStaffordshire0800 051 8371

January 2016

Inside This Issue:Together We’re Better Advocacy News

Project updates Experience Exchange

With the Staffordshire prison population reaching approximately 5000 (figures correct in December 2015) we want to ensure that the advocacy service for prisoners who have a complaint about the NHS have equal opportunity to access the free, confidential and independent support a Healthwatch Staffordshire advocate can offer. We have devised specially tailored prison health complaints literature that is now available in prisons across Staffordshire which has led to an increase in the number of prison health complaints referrals we are receiving.

Often, prisoners are delayed with their complaint due to communication restraints, with communication via letters often being a main source of delay as well as the restricted use of prison telephones. To combat this, we have started to communicate with prisoners through the email a prisoner website. This allows us to send messages to a prisoner via thewww.emailaprisoner.com website, which rapidly delivers emails directly to the prisons who then print the messages off and deliver them to prisoners.

The email a prisoner service is completely free of charge to the prisoners and the prisons and we are finding that more prisoners are able to communicate with us through this website which makes accessing advocacy support with their health complaints more accessible. We hope to see every prison adopt this communication method to ensure prisoners can access essential services.

We are celebrating our 1st birthday here at the Healthwatch Staffordshire NHS Complaints Advocacy Service having started out on 1 February 2015. So much has happened in the last 12 months, we are finding that more and more people are accessing the support we provide and we have now given advocacy support in over 380 cases. However, one year on, there are still many people who don’t access advocacy support as they don’t know what it is and how it can help them and in our second year of operating, our focus is to spread the word, let people know that support is out there and ensure that our service is as accessible as possible.

The advocacy service is underpinned by the principles set out in the advocacy charter, one of which is accessibility. We recognise that Staffordshire is a very diverse county, spanning a wide geographical area and we want to ensure our service is representative of the demographics of the county and is accessible to all and we are continually looking for new ways to make our service accessible. We recognise that people may need our information in other formats which is why our information is available in large print easy read and can be translated into a variety of other languages upon request.

ADVOCACY NEWS- Making your voice count!

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Health complaints in Prison

Your opportunity to get involved in quality priorities consultation 2016/17The priorities are all about improving the safety, effectiveness, and experience of our services.Each year we report progress against these priorities in our Quality Account. You can read more about our current quality priorities in our summary quality account 2014/15, available here: https://www.staffordshireandstokeontrent.nhs.uk/About-Us/quality-account.htm The consultation will run from 1 February 2016 to 22 February 2016, the draft consultation will be available on the trust intranet site from 1st February. We have organized various ways for you to get involved, please contact us as soon as possible to book yourself onto a session:• Tuesday 2nd February: Lecture Room, Haywood Hospital 10:00am to 12:00 noon • Wednesday 3 February TWITTER CHAT 8:00pm to 9:00pm• Friday 5 February WEBINAR 2:30pm to 3:30pm • Monday 8 February: Trentside Clinic, Stafford Road, Stone 10:00am to 12:00 noon • Wednesday 10 February WEBINAR 1:30pm to 2:30pm• Wednesday 10 February TWITTER CHAT 8:00pm to 9:00pm• Thursday 11 February: Board Room 1, Edric House 1:30pm to 3:30pm• Friday 12 February WEBINAR 3:30pm to 4:30pm • Wednesday 17 February TWITTER CHAT 8:00pm to 9:00pm We want your input on our quality priorities!• For Tweet chats use the hash tag #SSOTPQuality• To attend a session or book onto a webinar please email [email protected]

“Together We’re Better” is the name of the programme in Staffordshire and Stoke-on-Trent designed to transform the local health and social care system. At present, it is acknowledged that we have a system that is disjointed, and that does not offer local residents the opportunities to maximise their independence. The system also has significant financial pressures. As a result, the six Clinical Commissioning Groups across the county and city, together with Staffordshire County Council and Stoke-on-Trent city Council, have formed a Congress to take forward this transformation programme. The Programme Director is Rita Symons, formally a CCG accountable officer, and the Independent Chair is Mike Potts. Its initial task has been to develop a Case for Change, setting out the current problems in the system, the financial challenge and some initial plans for how to tackle these. This Case for Change is due to be published within the next few weeks, but we expect it to say that the key objectives for the programme will be:

• Better health and social care outcomes for Staffordshire residents• An increase in the number of healthy years of life lived• A financially and clinically sustainable system.

Healthwatch Staffordshire is closely following the work of the programme. We have successfully argued that the programme should report to the Health and Well Being Board and in Staffordshire that has now resulted in Rita being invited to join the Board. We have a place on the Communications and Engagement sub-group, and will work with the programme to ensure there is effective and meaningful public engagement in its work. Given the aims of the programme, we recognise that some difficult decisions may have to be made in the future about current services, and we will work to ensure there is transparency and public involvement in these decisions.

If you want to know more, please e-mail our Chief Executive, Jan Sensier on [email protected] and she will be happy to answer any questions where possible, bearing in mind that this programme is in its early stages.

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Together We’re Better

Primary Care Strategic Delivery PlanThis relates to North Staffordshire Clinical Commissioning Groups (CCGs) and Stoke-on-Trent CCG who have been working together to develop a strategic delivery plan for primary care. CCGs conducting a consultation on the Primary Care Strategic Delivery Plan. Working collaboratively with Healthwatch Stoke-on-Trent to support a range of public engagement and activities across Newcastle-under-Lyme, Leek Moorlands and Stoke-on-Trent.• Time-scale for completion of the consultation is March 2016.Activities to include:• 6 Public events• Focus groups• Online Surveys

See page 12 for more details

Evaluation of Transition of ServicesThis project is also drawing to a conclusion and will culminate in the production of a comprehensive Research & Insight Report with conclusions and recommendations. Activities undertaken to engage with patients, carers, staff and wider stakeholders have included:• Public appeal for feedback about patient experiences of the transitioning/ transitioned services• In-depth patient/carer interviews• Telephone and online surveys• Comprehensive programme of Enter and View visits across both the Royal Stoke and County Hospital sites throughout the process of transition• Staff focus groups• Staff on-line surveys

Mental HealthPhase 1 of the Mental Health project has been completed and a comprehensive Research & Insight Report been submitted to commissioners.The activities which have been undertaken to inform the report as part of this project include:• 3 large scale public events attended by a wide range of stakeholders and service numbers – almost 300 in total across Tamworth, Staffordshire Moorlands (Leek) and Stafford

Community ServicesPhase 1 of the Community Services project has been completed by the cohort of Keele Medical Students with support from the Engagement and Research & Insight Teams.

Following liaison with University Hospital of North Midlands NHS Trust, arrangements were made for our Healthwatch volunteers and staff to interview patients, relatives and carers throughout the Outpatients Depart-ment and main atrium of the Trust’s Royal Stoke Hospital site between 26th October and 6th November. A total of 242 surveys were completed and the results have been analysed.

A second survey for completion by GP professionals was also developed with the view to gathering their feedback in relation to knowledge and awareness of community services and any barriers in respect of referring patients to community services. A total of 12 GP surveys have been completed.

The survey results have been analysed and the Medical Students have produced a report which they will present on to Keele Medical School.

There was a formal handover of the project to a second cohort of Year 5 Medical students who started in January 2016 to complete the comparison phase of this project undertaking another ‘deep dive’ of a contrasting area of Staffordshire (Lichfield).

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Project updates Mental Health• A professional’s survey to which over 65 response have been received• 6 focus groups representing diverse communities of service usersAn on-line forum to promote discussion on different mental health related topics including: stigma and discrimination; crisis; recovery; mental health in A&E; child to adult support transitions; emotional wellbeing and psychosocial health.

Healthwatch Staffordshire needs your help!Have you used any health or social care services over the Christmas and New Year period, such as visiting hospital, using the Out of Hours Service, attending a GP Appointment, or visiting your localpharmacy. If so we would really appreciate it if you could share your experiences on our Experience Exchange feedback platform.

As you know, Healthwatch Staffordshire needs to collect feedback on service provision, to ensure that it is aware of any and all issues throughout the county, as well as any experiences of good practice. Healthwatch Staffordshire cannot do this without your help and assistance.

Through our simple rating system you can be as detailed as you like, and all reviews can be made anonymous, if so desired. We have over 1000 services listed on Experience Exchange, in order for you to find your local service you can either type the name of the service in the search bar, or filter services by geographic location by clicking on the relevant district of the Staffordshire map. You can access Experience Exchange by either clicking the image below or following the link www.healthwatchstaffordshire.co.uk/x2

We would really appreciate your feedback, and if you are aware of any services which are not listed please let us know. If you are a Healthwatch Member or Champion Organisation, we would really appreciate it, if you could circulate this message amongst your members, and contact networks.

Many thanks for your continued hard work and support you have given to Healthwatch Staffordshire in 2015.

As at January 2016 Healthwatch Staffordshire has now collected over 500 reviews on Experience Exchange feedback platform, since its creation back in June 2015. We would like to thank all the people who have visited the website, and been willing to share their views, because without your help we would not be able to ensure that it is aware of any and all issues throughout the county, as well as any experiences of good practice. For the month of January 2016, we have received 41 pieces of Feedback. A breakdown of the feedback is given below.

Service Type Jan 2016GP Surgeries 17Hospitals 15Opticians 3Mental Health Services 2Community Services 2Dentists 1Pharmacies 1111/GP out of Hours 0Residential Homes 0Hospices 0Care in your Own Home Providers 0Walk in Centres 0TOTAL 41

If you would like to have your say and contribute toward Experience Exchange’s ongoing collection of service reviews and feedback please visit:

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Experience Exchange Experience Exchange

We are extremely pleased to announce that we have been accredited with Volunteering England’s Investing in Volunteers standard. We would like to thank all our volunteers, staff and board members for helping us achieve this standard and for their great support during the assessment process!

This is a testament to our commitment to supporting volunteering and participation in the community and the outstanding commitment of our volunteers to our organisation. The award confirms we meet a range of best practice standards and excel in all aspects of working with its volunteers.

Jan Sensier, Chief Executive Officer said: “Engaging Communities (ECS) is delighted to have achieved the Investing in Volunteers standard. Our volunteers make a huge contribution and we are committed to providing them with the best possible support. Working towards Investing in Volunteers has enabled us to identify how we can improve the way in which we recruit, train and support regular volunteers. Volunteering is a two-way process and we want to offer our volunteers the chance to gain new skills and feel they are a valued part of the team while making an important contribution to our work with the communities.”

Sarah Bailey, our Enter & View and Volunteer Coordinator said, “As an organisation we value our volunteers and their support in the work that we do. By working for and achieving this accreditation, I hope that it goes some way to show them just how important they are to us by ensuring our processes and systems make the experience of volunteering a good one. A big thank you to all involved in helping us to achieve this.”

People interested in volunteering with Engaging Communities (ECS)/ Healthwatch Staffordshire should visit http://healthwatchstaffordshire.co.uk/ and click on the ‘Join us’ section for opportunities or contact Sarah Bailey on 01785 224819 or email [email protected] .

Staffordshire Autism Assessment ServiceHealthwatch NHS Complaints Advocacy Service has supported several Staffordshire patients to complain about the lack of provision of an adult autism assessment service in Staffordshire.

The general response from the CCGs in Staffordshire was that the County did not commission a service for adults with autism related disorders, and that there were no plans to do so in the foreseeable future.

CCGs in Staffordshire are now in the process of establishing and promoting an autism diagnostic service and care pathway for adults with autism in partnership with Staffordshire County Council, to fully meet the national autism strategy requirements.

The service should be operational in the very near future and once confirmed GPs in Staffordshire will be notified and patients can be referred.

Funding from the local CCG for surgery On four occasions Mr A’s GP had requested funding from the local CCG for surgery under general anaesthetic, as recommended by Mr A’s consultant. The particular procedure is classed as cosmetic surgery in normal circumstances. The funding was always refused, the reason being cited that Mr A was not an exceptional case.

Mr A approached Healthwatch Staffordshire Complaints Advocacy Service as a last resort. He did not think he would get anywhere. The advocate helped the client to draft a complaint letter to the CCG, and besides explaining the negative impact the condition was having on Mr A’s health, the letter emphasised the impact on Mr A’s dignity, personal safety, and his ability to lead a normal, everyday life.

The CCG wrote to the client to say his complaint letter had contained important information not previously given by the GPs and as such he was eligible for funding for surgery. Surgery is now being arranged.

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Case Studies Engaging Communities (ECS) awarded Investing in Volunteers standard

The Power of Partnership: Working in collaboration to deliver high-quality health and care information and support

They are delighted to announce the 2016 Annual Conference for People Working in Health and Care Information and Support, held by the Patient Information Forum (PiF), will take place on Wednesday 25 May 2016 at the Royal College of Physicians, London.

If you care about high-quality, accessible health and care information and support this is the conference you should be attending in 2016.

They 2016 conference theme is the ‘Power of Partnership’. Partnership working is about developing inclusive, mutually beneficial relationships across a range of sectors that improve the quality of health information and support, and the experience of care for patients and the public.

The interactive and participatory style of the conference will include: • Case studies on targeted information for hard to reach groups• ‘Question Time’ style Keynote Conversations with panelists from a range of sectors, across the UK• Dedicated networking sessions.

The first Early Bird Discount for this event ends on 1st February 2016 (offering a whopping 20% off delegate fees) so this is the perfect time to book your place.

Please get in touch now for more information or to secure your place at: www.pifonline.org.uk/2016-conference or email [email protected]

If you or someone you know needs to make some lifestyle changes then receiving some useful information, advice and guidance could be just the thing to get 2016 off to a flying start. The Healthy Staffordshire Hub has information available on: • Stopping smoking• Eating a healthier diet• Being more active • Drinking less alcohol• A range of community programmes available in the local area.• Top tips for making lifestyle changes and how to keep your motivation up.

If some additional support is needed to change lifestyle behaviours, and that person isn’t confident enough to do it on their own, the Hub may be able to refer them to the Healthy Lifestyle Service – Together 4 Health. The service can provide one to one and group support, helping to set goals and make plans around losing weight, reducing alcohol intake or quitting smoking. All the information is available at www.staf-fordshirecares.info/healthy. Alternatively, call 0300 111 8006 to speak to a Hub advisor who can provide all the information, advice and guidance you need over the telephone.

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The Healthy Staffordshire Hub

Patient Information Forum Conference

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Tue Fellowship Room, Swan Bank Methodist Church, Burslem, ST6 2AAPrimary Care Strategic Delivery Plan public event

Contact: [email protected]

09.30 - 11.30 am

2Tue 2nd Feb: Primary Care Strategic Delivery Plan: Burslem

UPCOMING EVENTS

Central Hall, The Strand Longton, Stoke-on-Trent. ST3 2JH.


15:00 - 17:00 pmWed

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Wed 10th Feb: Primary Care Strategic Delivery Plan: Longton

Tue

King Room, Borough Arms Hotel, Newcastle-under-Lyme, ST5 1HX

Primary Care Strategic Delivery Plan public event


10Tue 16th Feb: Primary Care Strategic Delivery Plan: Stoke-On-Trent

Bentilee Neighbourhood Centre, Stoke-On-Trent, ST2 0EUTuePrimary Care Strategic Delivery Plan public event

09:00 - 11:30 am

14:30 - 16:30 pm

Contact: [email protected] 16th Feb: Primary Care Strategic Delivery Plan: Newcastle

Function Hall, Biddulph Town Hall High St, Biddulph, Staffordshire ST8 6AR

Tue



13:00 - 15:00pm

Contact: [email protected] 23rd Feb: Primary Care Strategic Delivery Plan: Biddulph

Churnet Room, Moorlands House, Stockwell Street, Leek, ST13 6HQ



10:00 - 12:30 pm

23Tue 1st Mar: Primary Care Strategic Delivery Plan: Leek

Tue

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Tue Lichfield Library he Friary, Lichfield, Staffordshire WS13 6QG Healthwatch Health Information Event


9.45 - 11.00am

2Tue 2nd Feb: Healthwatch Information Event: Lichfield Library

UPCOMING EVENTS

Tamworth Library Corporation St, Tamworth, Staffordshire B79 7DN


10.00 -12.30pm Wed

Wed 3rd Feb: Healthwatch Information Event : Tamworth Library

Healthwatch Health Information Event

3Mon 15th Feb: Engaging Communities Public Board Meeting : Cheadle

Cheadle Leisure Centre PavilionMonTimings: Board meeting 10-12; Public Listening Event 12-1, but please come along at any time to listen in or to speak to one of our team

10.00 - 13:00 pm


BackgroundImproving Lives is focused on supporting residents of East Staffordshire with long-term health conditions and frail, older people to:• have more control over their own care• have improved health outcomes• improve their experience of living with their long term conditions.

From April 2016, Virgin Care will manage the Improving Lives programme and will be responsible for working with all of the partners locally to arrange for services within the Improving Lives Programme to be delivered.

All the work that needs to be done before the Improving Lives contract comes into effect in April is progressing well.

The Virgin Care team are meeting with local GPs and practice staff and getting their input into shaping future services for patients. While Primary Care services are not within the scope of this contract, GPs will continue to be engaged over coming months to ensure that they are closely aligned and involved in this programme.

Virgin Care has taken the decision that it will provide the community services aspects of the Improving Lives programme from April 2016. The Virgin Care team are investing a lot of time in talking to the organisations that currently provide services, so that the Virgin Care team have all the information they need to make decisions on where they will award contracts.

The CCG and Virgin Care will continue the dialogue with local people, charities, voluntary groups and clinicians to make sure that are involved in the development of these services and the improvements deliver better outcomes for patients and staff.

For more information, please email to [email protected] .

Virgin Care are working with hospital and GP colleagues and with Age UK South Staffordshire on developing plans for the Care Coordination Centres which will initially support the most vulnerable people by liaising with health and care services on their behalf.

In preparation for this work, the Clinical Commissioning Groups (CCG) has commissioned Age UK South Staffordshire to run a small pilot project employing Care Navigators to begin to assist individuals referred by their doctors or community nurses, to support them and help them navigate the health and care systems with a view to improving their wellbeing and health outcomes.

Virgin Care has been working with doctors and other colleagues from Burton Hospitals and local GPs, using national best practice to design better ways in which patients with some of the most common long term conditions such as diabetes, frailty, heart failure and chronic obstructive pulmonary disease could be cared for in the future. The plan is to build on what is already in place.

Over the next few months, Virgin Care will be holding workshops for patients with these specific long term conditions and their carers to gain their input into the plans and propos-als are being developed.

Virgin Care continue to work closely with Staffordshire and Stoke on Trent Partnership Trust, so that the community services can be transferred safely and smoothly in April and so that the staff who will be transferring to Virgin Care in April are kept well informed and have the opportunity to ask questions.

For more information, please email to [email protected] .

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Improving Lives: Update

Healthwatch England recently sponsored a peer review opportunity for local Healthwatch across the country. Healthwatch Staffordshire volunteered to take part, and were partnered with Healthwatch Kent, which is similar (if bigger) in size and complexity. The Chief Executive and a Volunteer spent 2 days in Staffordshire meeting, greeting and reviewing, and I was fortunate to go with Jan Sensier on the return visit. The review was found to be both useful and interesting for both parties, and a fuller report will be in the next Newsletter when the reports have been considered and discussed by the Board.

As a taster, I want to share a few personal experiences with you all…I am a Midlander by birth, and spent some years in Liverpool and Harrogate, so a Northern lad by adoption. Kent? That’s a long way darn sarf for a lad like me. Will I need an interpreter? Nevertheless, like Paddington, I packed my marmalade sandwiches and got myself on the right train at the right time.

London? By gum, what a place. In the village where I live, the road is for walking along, and cars will have to navigate round the old man with his dog. Not quite the same in London. I was navigating my way to St Pancras with my phone in my hand, and stepped out into the road. I didn’t quite catch what the motorcyclist said, as his visor was down, but I don’t think he was in a very good mood…

I did find St Pancras, as I remembered it from when I was a child. I did wonder why there was a fellow in coat tails and top hat at the door, but I thought he was there to give me a personal welcome. Such a kind thought. The younger fellow on the desk did look askance when I asked where the train left though. How was I to know that in the 40 years since I was last there, the station had been renovated, and I was trying to get the train from the St Pancras hotel…

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It’s a long way darn sarf… We visited several places in Kent, including Folkstone. It was my chance as a Midland lad, to see The Sea. It was a Basil Fawlty moment. “It’ there, that grey smudge, between the grey land and the grey sky”. Hmm-mm bracing…

I also met with the Chair of the Health and Wellbeing Board, in his Councillors office in County Hall. This slip of a girl collected me at Reception and asked me if “I could manage the stairs?” “By gum lass, of course I can, if I can take your arm, and call in the gents half way up…” And finally, picture the scene. I am with Jan, driving to another meeting. Her phone is on the blink, and keeps cutting out on Sat Nav, so I used mine. And hers. I had a phone in each hand, with 2 Sat Navs voices telling us which way to go. One male voice, one female. A gender divide, but fine when they agreed on the route, but such strops my dear when they disagreed and wanted to send us different ways. What does a poor boy do, lost in Kent……

Like Paddington, I ate my marmalade sandwiches, and was looked after very well. I arrived home safe…

John Bentley

Healthwatch Staffordshire Newsletter January 2016

Documents

Transcript of Healthwatch Staffordshire Newsletter January 2016