Issue 1 Autumn 2013 - Healthwatch York · 2017. 1. 18. · Case Study: Complaints and comments do...

Our work plan ¶�Find out the results of our consultation on

page 12.

We asked, You told us!Healthwatch York has been set up to give everyone in York the chance to have a say in improving local health and social care. We’ve been asking as many local people as possible to find out what should be on the Healthwatch York work plan from September onwards.

Since the beginning of June we’ve been asking people to complete our consultation survey. The survey was sent to everyone on our mailing list – either by email or post and was distributed at a variety of events over the summer. It was also available to download from the Healthwatch York website. By the end of August we had received 102 responses.

As well as identifying which issues people feel are priorities for our work plan we asked a number of questions including:

• how aware people are of the changes to health and social care which have taken place recently, and how much these matter

• what health and care services people have used in the last 12 months and what their experiences of these services has been

• whether people know how to make complaints, raise concerns or give compliments

• how people feel about taking care of their own health

Don’t worry if you weren’t able to contribute to this consultation – there will be other opportunities for you to give us your views. We will be doing another survey next year to identify our work plan priorities for the second year of the project. You can also email or phone us talk to us at any time about issues which are of concern to you and your family.

Your way to influence healthand social services in York

Issue 1Autumn 2013

Welcome

2 | Healthwatch York | Autumn 2013

Comment from our Chair

I am delighted to have been appointed Chair of Healthwatch York. As changes to health and social care structures gather pace, I believe that this is a crucial time for the development of Healthwatch York.

I know from personal experience that people can feel powerless in the system and often encounter difficulties as they navigate their way around the various services. Healthwatch York has an important role in ‘signposting’ people to the organisations which can help them – making sure that people know where to go to get the advice and support they need.

Healthwatch York is all about making everyone’s voice count – tell us what’s going on in health and care services where you live. We want to hear what’s good and what’s not so good. We know that people can feel excluded from services and access to services isn’t always equal, but Healthwatch York is committed to reducing inequalities. Healthwatch York is open to all so that everyone can help improve and shape services.

Healthwatch York has already started to establish really good working relationships with the organisations which provide and commission local services and we’ll continue to build on this in the future.

I am really looking forward to working with the Healthwatch York staff team and volunteers to help you and everyone in York get the best out of your local health and social care services.

John Clark Chair, Healthwatch York

In this issue:

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3 Healthwatch York is launchedMembers of the public, volunteers and partners joined us for our launch event at Priory Street Centre on 16th July.

Why it’s good to complain!Most care and treatment goes well, but occasionally things go wrong, and you may feel you want to complain.

Are you making the most of your pharmacy?We visited Whitworth’s Pharmacy to find out about the health and wellbeing services they offer.

It’s been a busy summer!At Healthwatch York we like to get out and about so we can meet and talk to as many people as we can.

Our Work PlanWhich issues did you ask us to prioritise for the rest of the year?

Joint Strategic Needs AssessmentThe JSNA looks at health needs within the city and is used to identify areas of priority for service provision.

Healthwatch York PartnersThe voluntary and community sector organisations putting people at the heart of health and social care services.

Contact us

About the Leadership groupThe leadership group is a strategic advisory group, supporting the staff team to deliver Healthwatch in York.

Healthwatch VolunteersOur volunteers come from a wide variety of backgrounds, with a varying range of skills and interests.

News

Autumn 2013 | Healthwatch York | 3

On Tuesday 16th July we welcomed members of the public, volunteers and partners who joined us for the Healthwatch York launch event at the Priory Street Centre.

During the morning we talked about what we’re here to do, how we’re doing it, and how we’re involving the people of York. Healthwatch Manager Siân Balsom explained the new role which Healthwatch has in making sure people have access to the services they need by signposting and providing information. She said: ‘There have been so many changes recently and often people don’t know what services are available, or how to access them. Now people just need to know one name – Healthwatch York.’

Volunteers are key to the work of Healthwatch York. We have a number of volunteering roles and we aim to make sure our volunteers are in the roles which suit them best. Two of our volunteers, Lesley Pratt and Jill Clark, talked passionately about their roles – what they do and why they do it. We hope they have inspired others to volunteer with us!

York Carers Centre is a Healthwatch York partner and manager Carole Zagrovic spoke about why being a Healthwatch partner is key for the Carers Centre. She said: ‘As York Carers Centre we don’t have a seat on the Health and Wellbeing Board, but as part of Healthwatch we do.’

We were very pleased to welcome York Advocacy to tell everyone about their advocacy

services. The NHS complaints advocacy service supports residents who have an issue or complaint about any aspect of their NHS treatment or care.

During the afternoon session we asked people to help us identify our priorities for our future work. Together with the results of our survey, this helped us identify the key areas Healthwatch York needs to focus on

Despite the heat it was a very productive and enjoyable day. Because it was so hot, our afternoon coffee break was replaced with an ice cream break, which proved very popular!

A copy of the launch event presentation can be downloaded from the Healthwatch York website: www.healthwatchyork.org.uk.

If you would like a paper copy of the presentation, or if you need a copy in another format, please contact the Healthwatch York team. Phone us on 01904 621133 or email us at [email protected].

Healthwatch York is launched

“ Now people just need to know one name — Healthwatch York ”

Siân Balsom, Healthwatch York Manager

Despite the heat, it was a very productiveand enjoyable day

Making a complaint


Why it’s good to complain!Most care and treatment goes well, but occasionally things go wrong, and you may feel you want to complain about health or care services. Although making a complaint may feel like a negative thing to do, it’s actually a really positive step to take.

It might make you feel better by sharing your experience or receiving an explanation or apology. It will also help the provider of the service too.

Organisations want as much feedback as possible from people who use their services and they recognise that every complaint provides valuable information on how patients feel about their care. Feedback from patients and users of services can be used to improve services in the future and to make sure that no-one else has the same bad experience.

You may also want to make positive comments about the care and services you’ve received. These comments are just as important because they tell organisations which factors are contributing to a good experience for people using their services.

Where do you start?The first step is to raise your issue with the staff member concerned or the person responsible for managing complaints within their organisation. Every NHS organisation and local Council has a complaints procedure.

To find out about it, ask a member of staff, look on the organisation’s website, or contact their complaints department for more information.Here are the details of some of the organisations you might want to contact.

York AdvocacyYork Advocacy can provide support for York residents who have an issue or complaint about any aspect of their NHS care or treatment.

Tang Hall Community Centre,Fifth Avenue, York YO31 OUG01904 [email protected]

York HospitalThe Patient Liaison Service (PALS) is a single point of contact for patients and relatives to share concerns and obtain information and advice.

01904 [email protected]

You can also contact the team by completing a leaflet and posting it in the PALS postbox in the main entrance of the hospital.

City of York CouncilThe Council welcome customers views on the services they provide, including care services and care homes.

Customer Feedback Team: 01904 [email protected]

General Medical CouncilIf you have a complaint about a specific registered doctor you should contact:

0161 923 6602gmc-uk.orgwww.gmc-uk.org

Care Quality Commission (CQC)The CQC is the independent regulator of all health and adult social care in England.

0300 061 6161 [email protected]

Parliamentary and Health Service OmbudsmanThe Ombudsman is the final point of contact if you are still not satisfied after a local NHS organisation has investigated your NHS complaint.

0345 015 4033www.ombudsman.org.uk

Department head

Autumn 2013 | Healthwatch York | 5Autumn 2013 | Healthwatch York | 5

York Teaching Hospital NHS Foundation Trust is one organisation which really values feedback from patients – whether it’s good or bad. Wendy Brown, Lead Nurse Patient Experience says: “Patient Experience is a key element of quality alongside providing clinical excellence and safe care.”

Concerns, complaints and compliments provide us with a valuable insight into the experience of patients at the Trust and enable us to make improvements to our services. They also enable us to feedback to staff when they are providing an excellent service.

Patients, their families and visitors are encouraged to share any concerns or suggestions they have with us so that their comments and suggestions can be investigated and responded to, and so that we can learn lessons from their experiences.”

For NHS services you can complain to the organisation that commissions (arranges the contract with and pays for) the service. Being aware of patients’ concerns about services can help inform future decisions about who should deliver local services.

Vale of York Clinical Commissioning Group (CCG)The Vale of York CCG commissions hospital services, ambulance services, mental health and learning disability services, rehabilitation care and community services such as continence services, speech and language therapy.

01904 555870 [email protected]

NHS EnglandNHS England commissions GP services, dental services, pharmacies and opticians.

0300 311 [email protected]/contact-us/complaint

Case Study: Complaints and comments do make a difference!

York Hospital received a complaint from the parents of a young person with complex care needs who felt that they and their daughter’s carers were not being listened to and that as a consequence of this their daughter’s needs were not being met during her hospital stay

Wendy Brown, Lead Nurse for Patient Experience, and the Matron for the area where their daughter was a patient, met with the family and as a result of this drew up an action plan which included adapting the “This is Me” documentation for patients with dementia so that it could be used by a young person with a similar complexity of needs. The family and carers are contributing to the documentation which will then be retained both in the patient’s case notes and by the family so that if the patient has to come into hospital again a full package of support can quickly and effectively be put in place. There will be an annual review of the documentation to ensure it always reflects the patient’s needs.

This example of good practice has already been shared with other wards caring for patients with complex needs and should help improve the experience of patients with complex needs when they are in hospital.

Making a complaint

Volunteering


Our volunteers come from a wide variety of backgrounds, with a varying range of skills and interests. Some volunteers are able to devote quite a lot of their time to Healthwatch York, others are not available as much.

We have a number of volunteer roles and we try to make sure that everyone is in the role which suits them best.

• Representatives• Enter and View visitors• Community Champions• Readability group members• PLACE (Patient Led Assessment of the Care

Environment)

There are also a number of volunteers on our leadership group.

¶�See pages 10 and 11 for more information about the leadership group.

Healthwatch York volunteers — we can’t do this without you!

Could you be a Healthwatch York enter and view visitor?We are currently recruiting volunteers to become enter and view visitors - our first enter and view training workshop takes place in October. As a trained enter and view visitor you will take part in visits to health and social care services as part of a planned programme of work to:

• observe services as they are being delivered• collect the views of service users (patients

and residents), their carers and relatives

Could you be a Healthwatch York Community Champion?Healthwatch Community Champions are volunteers who spread the word about Healthwatch York in their area and help residents get the best out of local services. You will be given information about advice and support agencies in York and you will:

• identify local events and activities to attend• work with Healthwatch York to establish a

regular drop-in event at a community venue in your local area

• gather information about the experiences of local residents in health and social care services in York

• help identify local organisations and groups who can provide advice and support about health, social care and wellbeing.

If you are interested in applying, or you would like more information about these roles, contact the Healthwatch York team for an application pack or for an informal chat.

If you’re passionate about improving health and social care in York – get involved and help us make York better!

“ Our volunteers are people who want to make a real difference to the way our health and social care services are run. ”

Community


The next time you or a family member needs healthcare advice or information, don’t forget that you can pop into your local pharmacy. Your local pharmacist can usually provide you with the advice, information or treatment you need on the spot. In many cases they can save you a trip to the doctor.

Staff at Whitworth’s Pharmacy on Melrosegate invited Healthwatch York Manager Siân Balsom and Information Officer Carol Pack to visit the Pharmacy and find out about the health and wellbeing services they offer.

Whitworth’s is a Healthy Living Pharmacy and they have the public’s health at the heart of everything they do. They offer

• a range of health checks including weight, cholesterol and blood pressure.

• help with issues such as giving up smoking,losing weight, having a balanced diet, sexual health and contraception, and reducing alcohol consumption.

Many of the services are free of charge. Pharmacy staff approach customers proactively to talk to them about health and wellbeing issues and know about local services so they can refer or signpost people to other organisations.

Our visit to the Pharmacy highlighted a number of ways we can work together and Whitworths have agreed to become a ‘pilot’ Healthwatch Pharmacy Partner.

Pharmacy Technician Annette Southerington has become our first Pharmacy Community Champion and said: ‘Our aim at Whitworth’s, working alongside Healthwatch York, is to be seen as a wellbeing platform.’

Being a Community Champion means that Annette will be kept up to date with local health and wellbeing information from Healthwatch York –this will help the pharmacy in its role of referring and signposting people to services. The Pharmacy will stock and distribute Healthwatch York leaflets and issue referral forms, as well as any surveys or questionnaires we produce.

Healthwatch York Manager Siân Balsom said: ‘We’re really excited to be working with Whitworth’s. Together we’ll be exploring to find out how we can best get involved with local Pharmacies. There are potentially lots of ways we can work together to really make a difference to people’s health and wellbeing’.

Are you making the most of your pharmacy?

Above: Whitworth’s Pharmacy staff (left to right) Annette, Delia, and June.

Left: Healthwatch York manager Siân Balsom with Pharmacy Technician Annette Southerington.


Summer 2013

At Healthwatch York we like to get out and about so we can meet and talk to as many people as we can.

We want to let people know about Healthwatch – what we are here to do and how to contact us. Throughout the summer we’ve had information stands at sixteen community events across the City - including fairs, galas and carnivals.

The lovely weather brought out the crowds to enjoy the activities at all these events, and lots of people came and chatted with us at our stand. We’ve given away lots of Healthwatch York pens, stress balls and frisbees, as well as information about how to make healthy lifestyle choices and where to go for help and advice.

• We’ve added 233 people to our mailing list• We’ve recorded 84 Health and social care

issues which people have brought to us• We’ve recruited 20 Volunteers in a number of

different roles

We’ve met lots of interesting people,including these ferocious Vikings at

Copmanthorpe Carnival!

It’s been a busy summer!

“Making someone smile”.The Lord Mayor made herFeel Good flag at York Pride.


Summer 2013

Clockwise from left: Some of our Feel Good flags fluttering in the breeze; Gathering people’s views at Hob Moor fair; The sunshine brought out the crowds at Haxby Carnival; Everyone enjoyed making feelgood flags at the Fulford Show.

We asked people to make feel good flags to find out what’s important to people’s wellbeing:

York Pride was a fantastic event and lots of people

made feel good flags.

Feel Good flags

“Making someone smile”.The Lord Mayor made herFeel Good flag at York Pride.

Healthwatch York


The Healthwatch York leadership group is a strategic advisory group, supporting the staff team to deliver Healthwatch in York.

The group plays an important role in overseeing Healthwatch York’s strategic direction, monitoring progress against work plans and overseeing the delivery of Healthwatch York in line with the contract.

The Healthwatch leadership group is made up of the Healthwatch Chair, a York CVS trustee, the Healthwatch York Manager, and a representative of the senior management team at York CVS. There are five volunteer leadership group members with specific areas of responsibility:

• Patient and public engagement lead• Marketing and communications lead• Contract delivery lead• Finance lead (currently recruiting)• Volunteer lead (currently recruiting)

In addition, there is space for up to three co-opted places without portfolio. The Healthwatch York Manager and staff team will support the group, with other staff or external personnel invited as appropriate.

We are currently recruiting for the finance lead and the volunteer lead and the place on the group for a York CVS trustee in the specific role of Healthwatch champion is currently vacant.

The group recently held its first meeting and took the opportunity to review progress to date, and get to know each other.

About the leadership group

Healthwatch York wants to put you at the heart of health and social care services in York. We can:• Make sure you know how to get the help

you need for you and your family• Give you information about local

services• Help you find your way through the

health and care system

Contact us to:• Sign up to our mailing list and receive

regular updates and surveys from us• Tell us about your experiences of health

and social care services• Join us as a volunteer• Find out where to go for information and

advice about services

¶��See the back page to find out how to contact us.

Meet the staff team

Siân BalsomHealthwatch Manager [email protected]

Helen PatchingProject Support Officer [email protected]

Barbara HiltonProject and Volunteer Development Officer [email protected]

Carol PackInformation Officer [email protected]


Behind, left to right:

Contract delivery lead Graham Collett retired from the Civil Service after a long and varied career which included finance and budgets, IT, procurement and contracts, and statistics.

Patient and public engagement lead Lizzy Ferguson has been an Involvement Lead for five years, working in forensic secure services and specialist mental health services.

Our Chair, John Clark, is currently the Prevention and Restorative Justice Co-ordinator for the Leeds Youth Offending Service, training in and promoting Restorative Practices across Leeds Children’s Services.

Meet the leadership teamFront, left to right:

Siân Balsom was appointed manager of Healthwatch York in March 2013. She was previously a Development Officer with York CVS, working with many health and social care groups and organisations throughout the York.

Marketing and communications lead and Vice Chair Lesley Pratt is the former Chair of York LINk (Local Involvement Network). Lesley has been involved in patient participation for a number of years. She previously worked with the PPI (Patient and Public Involvement) forums for York Hospital and the Primary Care Trust.

Healthwatch York


Healthwatch York

Our work plan

Many people added lots of really interesting comments to their survey responses and we’ll be doing a full analysis of these over the coming weeks.

The following three issues are the ones which people have indicated should be the top priorities for Healthwatch York for the rest of the year. We will, of course continue to pick up other issues which you raise with us throughout the year.

1. Helping to explain who’s who and who does what

The survey responses showed that, following all the recent changes to health and social care, you think it’s important to know about all the organisations who are now involved. You feel that the most important thing Healthwatch York can to do is help explain who’s who and who does what.

We know that there are a number of pieces of work going on in York to ‘map’ services and we will work with partners to develop this and make sure that information is communicated in ways which are easily understandable for everyone.

2. LonelinessAlmost 60% of people who responded to our survey felt that loneliness is an issue which should be on our work plan. Isolation of older people emerged as an important issue, and the loneliness of mothers with small children.

There is already some great work going on around the city including:

• The Joseph Rowntree Foundation’s Neighbourhood approaches to loneliness programme, which enables neighbourhood support for lonely people.

• The Timebank in Westfield and Acomb, which is a way for people to get involved in their community and be rewarded for it – in time credits.

We’ll be having discussions with other organisations and holding focus groups to find out how Healthwatch York can add value to what’s already happening.

3. Discrimination against disabled people

Almost two thirds of the people who responded to our survey indicated that they had experience of discrimination against disabled people, and felt that Healthwatch York should look at this issue.

We want to know much more about people’s experience of discrimination. We plan to work with a number of key partners in the city to understand the discrimination people face. We also want to hear from you if you have experiences you are willing to share with us.

We are already working on the issues members of the deaf community face in accessing local health services. This will be the subject of Healthwatch York’s first report, which is due to be published in November 2013.

In our survey we asked questions in a number of different ways to help us identify our priorities.


Health and Wellbeing

York’s Health and Wellbeing Board (pictured above) is currently refreshing the Joint Strategic Needs Assessment (JSNA) for the city. This document looks at health needs within the city and is used to identify areas of priority for service provision.

The Health and Social Care Act 2012 requires clinical commissioning groups (CCGs) and local authorities to jointly lead the preparation of Joint Strategic Needs Assessments (JSNA), through the Health and Wellbeing Board.

• The JSNA identifies ‘the big picture’ in terms of health and wellbeing needs and inequalities of a local population and informs future service planning, taking into account evidence of effectiveness.

• The JSNA assesses the health, wellbeing and social care needs of the local community. It is an ongoing process that involves identifying present and future needs of the local population across a number of priority areas including health, education and housing.

• The JSNA work is being supported with input from a range of local stakeholders, many of whom are members of the city’s Health and Wellbeing Board, including Healthwatch York and lay person involvement.

• The JSNA refresh is at a fairly early stage of the process which means there is still an opportunity to contribute to the local evidence base and to the content of the document about need for services locally.

There are four broad topic areas within the JSNA: population, social place and wellbeing, lifestyle and health in York. Additional areas have been identified as themes for in-depth assessments of need and will form a large part of the focus of the JSNA. These topic areas include: mental health, frail elderly pathways of care and loneliness, young people, poverty and Travellers and Gypsies. These topic areas were identified as those that required further investigation from the previous JSNA.

If you would like an opportunity to contribute to the JSNA, templates are available from Healthwatch York. These must be completed by 30th September. Any evidence or areas of focus will be considered for inclusion in this year’s JSNA.

The current JSNA is available at: http://www.york.gov.uk/downloads/file/1116/health_and_wellbeing_in_york_the_joint_strategic_needs_assessment_2012

There will be further opportunity to comment on the JSNA at forthcoming Health and Wellbeing consultation events which are to be scheduled early in 2014. In the meantime, if you have any queries, please contact Healthwatch York who can provide you with more information.

JointStrategicNeedsAssessment


Our Partners

Healthwatch York PartnersHealthwatch York recognises the valuable contribution that other agencies, particularly voluntary and community sector organisations, make to putting people at the heart of our health and social care services in York.

We want to work with partners in a way which benefits everyone and we have invited voluntary and community organisations in York to join our Healthwatch Partner Programme. So far the following organisations have signed up as Healthwatch York partners:

Alzheimers SocietyThe Alzheimer’s Society is the leading care and research charity for people with all forms of dementia, their families and carers. The York Branch supports people in the York area with dementia, their carers and families. It offers a range of services for all those affected by dementia, including Alzheimer’s Disease.

IDAS - Independent Domestic Abuse ServicesA charity which provides information, advice and support to all those affected by domestic abuse and sexual violence. IDAS works throughout York and parts of North Yorkshire.

National Osteoporosis Society York Support groupThe UK wide charity dedicated to improving the diagnosis, prevention and treatment of osteoporosis and fragility fractures.

York Carers CentreAn independent organisation that helps unpaid carers in York find the support they need. Carers are offered a range of free help and support.

York Carers’ ForumA user-led group of unpaid carers and former carers (over the age of 18) who live, work or care for someone who lives in the York area. The forum supports and empowers unpaid carers and former carers

York and District CAB (Citizens Advice Bureau)The CAB provides free, confidential, impartial and independent advice. They offer help with a range of problems including debt, benefits, housing, employment, consumer issues, relationships and discrimination.

York WheelsA registered Charity which was set up to provide transport services for the benefit of the community. The service is aimed at people over the age of 60 and those who have mobility problems and cannot afford other modes of transport. The volunteer car driver scheme allows customers to book a car in advance to collect them and take them to their destination.

Young Carers RevolutionYoung Carers Revolution is a movement of change for young carers in York. By developing our voice and using it well, we can make a positive difference to issues which we face

YUMI - York Unifying Multicultural Initiative A local, voluntary, intercultural network which links people with different beliefs, lifestyles and cultural roots. YUMI shares skills and talents, offers mutual support, celebrates traditions and achievements, and leads public events.

Contact the Healthwatch York team to find out more about our Partner Programme – we’re looking forward to working with you.


Healthwatch York noticeboardCANDI and Healthwatch York joint event - Tuesday 10th December 7pm-9pm, Novotel, Fishergate

The Healthwatch York Assembly brings together providers and commissioners of services with voluntary organisations to share issues and ideas about improving services.

The Assembly is not open to the public, but there are a number of ways people can get involved. All our Healthwatch volunteers are invited to attend, along with representatives from all our partner organisations. The next meeting of the Healthwatch Assembly takes place in October.

Look out for the next Healthwatch York newsletter in December

Please contact us for more information or if you would like to make a referral:

01904 [email protected]

Heworth Green

Foss Islands Road

Lawrence Street

Lawrence

Heworth Rd

Tang Hall Lane

Mill Lane East Parade

Layerth

orpe

Mel

rose

gate

Walmgate

A64

We are here

Alcuin Avenue

Fifth Avenue

If you need this information in a different format please contact us

Registered Charity No. 1006759 | Limited Company No. 2659442 - Printed: April 2013

About us Get in touch…

Make your voice heard

Tang Hall Community Centre Fifth Avenue, York YO31 0UG

York Advocacy provides advocacy support to people resident in the City of York.

York Mind has delivered a successful advocacy service since 1997. From April 1st 2013 we launched our new advocacy service called York Advocacy, which will provide a range of specialist advocacy services including, General Advocacy, NHS Advocacy and Self-Advocacy.

We aim to provide a positive experience for people who use our services. We welcome your feedback and comments.

York

York Advocacy delivers a range of specialist advocacy servicesYork Advocacy delivers a range of specialist advocacy services

NHS Advocacy - Do you have a complaint or concern about the care and treatment you have recieved from an NHS organisation or service? Our NHS advocacy service can support you to feedback your experiences or make a complaint.

General Advocacy - Are you aged between 18-65, have a disability, mental ill-health or are a vulnerable person with an issue you need support with?

Self Advocacy - Do you want to self-advocate and speak up about issues that affect you? Are you a group of people who want to form your own self advocacy group and need some information or support?

Contact York Advocacy to see how we can help you.

Partners SpotlightWe feature at least one of our partners in every issue of our newsletter. In this issue, the spotlight is on CANDI - Children and Inclusion, and York Advocacy.

CANDI - Children and InclusionCANDI is the forum for parents and carers of children and young people who are disabled or who have additional needs, aged from 0- 25 in York and the surrounding area.

The forum is a group made up of parents and carers who work with local authorities, education, health services and other providers to make sure the services they plan and deliver really meet the needs of disabled children and their families.

CANDI is a registered Charity and has a committee of parents who lead the work and listen to the views of other parents to make sure they know what is important to them. We also arrange meetings and fun events and have a monthly newsletter.

All parents and carers of a child with any type of additional need or disability are welcome to join CANDI - you don’t have to commit lots of time.

C/O York CVS15 Priory St, York YO1 6ET 01751417291 or 07751 828369 [email protected]

Healthwatch York is holding a joint event with CANDI in December. Put the date in your diary – Tuesday 10th December, 7pm-9pm at the Novotel, Fishergate.

More details will be available soon.

York AdvocacyYork Advocacy delivers a range of specialist advocacy services including NHS Advocacy. The service can support people who have a complaint or concern about the care and treatment they have received from NHS organisations. The advocacy service is free, confidential and independent.

Tang Hall Community CentreFifth Avenue York YO31 0UG 01904 414357 [email protected]


Nunnery Lane

Micklegate

Blossom

Street

Priory Street

City centre

PARK&RIDEWhite Line No. 3Askham Bar -Railway Station

ON

We are here

What is Healthwatch York?Healthwatch York is the new way to influence local health and social care services – hospitals, care homes, GP surgeries, home care services and others.

Healthwatch York will help you and your family get the best out of your local health and social care services. You can be involved in shaping these services according to what your community wants or needs.

We want to put you at the heart of health and social care services in York. We will;

• Provide information about local services to make sure you know how to access the help you need

• Signpost you to independent complaints advocacy if you need support to complain about a service you’ve received

• Listen to your views about local services and make sure these are taken into account when services are planned and delivered. We want to know what is working well, and what isn’t

Healthwatch gives us the opportunity to create a health and care system that really meets our needs.

Healthwatch EnglandAs well as operating locally, Healthwatch plays a role at national level.

Local Healthwatch passes on information and recommendations to Healthwatch England. Healthwatch England takes evidence from local Healthwatch and uses it to create a strong picture of what matters most to consumers up and down the country.

About Healthwatch York

Contact us:

Freepost RTEG-BLES-RRYJHealthwatch York15 Priory StreetYork YO1 6ET

Phone us on: 01904 621133Mobile: 077 7959 7361 – use this if you would like to leave us a text or voicemail messageEmail us: [email protected] us on Twitter: @healthwatchyorkLike us on Facebook

York CVSHealthwatch York is a project at York CVS. York CVS works with voluntary and community groups in York. York CVS aims to help these groups do their best for their communities, and people who take part in their activities or use their services.

proud to be part of

Issue 1 Autumn 2013 - Healthwatch York · 2017. 1. 18. · Case Study: Complaints and comments do...

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