Healthwatch Staffordshire – Presentation to Healthy Staffordshire Select Committee

Healthwatch Staffordshire – How do we spend our time?

20%

23%

18%

20%

19%

Number of Hours Spend on Healthwatch Activity

Strategic Relationships Community Voice and InfluenceMaking a Difference Locally Informing PeopleWorking with HW England/CQC

Impact Measure: Strategic Context and Relationships (1)

• Health and Well Being Board – TSA process, CCG commissioning intentions, locality work, links to STP

• Quality Surveillance Group – CAMHS Tier 4 services, GP Access, Links to Social Care

• Systems Resilience Group – 111, Residential Homes, A&E report

• Quality Committees (CCGs) – Joining up information,

• Quality and Safeguarding Information Sharing Meetings – Links to Enter and View

• Adult Safeguarding Board – public engagement, serious case reviews

• Joint Commissioning Board (primary care) – GP practice mergers, Primary Care Strategy

Impact Measure: Strategic Context and Relationships (2)

Impact Measure: Community Voice and Influence (1)

This year we reached

over 150,000 people

on social media

We visited 32

local services

using our Enter

and View powers

We engaged with

114,730 people and

delivered over 270

engagement events and

activities

Reaching Out Across the County

• Community Outreach Officers x 3

• Work with under-represented groups – homeless, young people, Gypsies and

Travellers, Prisoners etc.

• Board meetings in public – once per quarter

• AGMs – Stafford, Rugeley, Leek

• Conversation Staffordshire – Newcastle, Leek and more planned

Impact Measure: Community Voice and Influence (2)

Impact Measure: Community Voice and Influence (3)

Impact Measure: Making a Difference Locally (1)

HealthWatch Research Priorities

Healthwatch Priorities

2013/14 2014/15 2015/16

A&E Mental Health CAMHS

GP Access Domiciliary Care End of Life

Support for

Carers

Transition of

Services

Access to

Community

Services

Our A&E Work

We have carried out several surveys into A&E services from a patient’s perspective. Outcomes have included: • Setting up new Acute Assessment Unit

at Burton • Improved signage and reception at

UHNM • Strategic agreement that services

need simplifying • Miscarrying mothers no longer having

to wait in A&E

GP Access – a collaborative project

We led a project with Healthwatch in Stoke-on-Trent, Shropshire and Telford and Wrekin working with NHS England, and interviewing patients about GP appointments. The findings have been fed into the Primary Care Strategy for Staffs/Stoke, as well as individual practices taking on board our volunteers’ suggestions.

Impact Measure: Making a Difference Locally (2)

HealthWatch Research Priorities

Impact Measure: Informing People (1)

• 650 + reviews on Experience Exchange

• 350 calls per quarter on Healthwatch Freephone (does not include Advocacy)

• Types of enquiries – Respite care, peg feeding in nursing homes, consent, how to get involved

1,946 followers,

reaching an audience

of over 85,000

Freephone

0800 051 8371

Impact Measure: Informing People (2)

Impact Measure: Working with Healthwatch England/ CQC

National Developments

• Pioneers for the national database system

• Transition Reference Group

• Information and Intelligence Project

• Special Enquiries – Hospital Discharge, Maternity Review

Local Work

• CQC Inspections

• Orthotics – escalation

• Collaborative Working with other local Healthwatch

Independent Complaints Advocacy Service – Why Does it Exist

“People find the complaints system complex and confusing” (Healthwatch England report – Suffering in Silence)

There are over 70 different kinds of organisations involved in handling complaints, including service providers, commissioners, regulatory bodies, and ombudsmen

Just 14 per cent of those who complained were clearly told what to expect from the process

Only 1 in 5 people said they had to make their complaint just once to one person or organisation

Independent Complaints Advocacy Service – Key Stats

• Since bringing the service in-house in February 2015, cases have nearly trebled

• 37% of clients able to self-advocate on receipt of our self advocacy information pack

• Advocacy Freephone received 615 calls in Q1 2016, resulting in 91 new cases, with many

other clients signposted to other services or to PALS services if the issues can be

resolved locally in that way

• Aware that for at least two Trusts locally, overall complaints numbers are down

Independent Complaints Advocacy Service – Where do clients come from?

Referral Source Numbers Percentage

Other advocacy organisation 5 1%

Former client 21 6%

GP 15 4%

PHSO 0 0%

Healthwatch 18 5%

Leaflet 44 13%

Media article/coverage 2 1%

Nearest Relative 5 1%

NHS PALs/ Complaints Department 132 38%

NHS Staff 6 2%

Prison – Staff or insiders 7 2%

Relative/Friend 4 1%

Social Worker 1 0%

Website 23 7%

Word of Mouth 3 1%

Not Known 64 18%

Total 350 100%

Advocacy – Case Studies

Adult Autism Assessment

Mrs. E. approached Healthwatch in despair as her 30 year old son suffered debilitating anxiety but despite repeated GP visits and referrals could get now answers. Both Mrs. E. and her son suspected he may have autism but had been informed the CCGs do not consider an adult autism assessment service in Staffordshire. This was referred as a complaint, and the outcome was agreement from the CCGs to provide this service. Mrs. E. contacted us to let us know her son has been assessed as autistic, which has really helped him understand his condition and access appropriate support.

Sepsis Awareness Mrs. X had a traumatic experience at Queen’s Hospital Burton, when she contracted sepsis after a Caesarian birth. She nearly died as staff failed to identify the sepsis. With the help of her advocate, Mrs X. made her complaint to the Trust, as a result of which the Trust has written saying that they have instigated a new programme of training and awareness to all staff, and raised awareness through use of posters etc. throughout the hospital.

Enter and View – Key Activity 2015/16

• 32 visits carried out

• 9 of these to County/Royal Stoke as part of our evaluation of

the transition of services

• 17 visits to residential and nursing homes

• 31 authorised representatives

Enter and View – Case Study Pine Meadows Care Home Follow Up Visit

• Staff issues were sorted, with fewer agency staff being used instead.

• Internal repairs were well under way

• Health & Safety of the Residents had been taken into account, in particular a keypad system was now in place instead of the old ‘open door’ policy

• Cleaning regime had been improved.

• An advert had been placed for an Activities Co-ordinator

• Staff morale had improved

• Care plans were being used

• Training had been given in respect of the storage of medications

• Importantly residents spoken to were happy, liked the staff and enjoyed the food

Enter and View – Future programme

• Continued targeted visits based on intelligence/feedback

• Three key areas identified:

- Food in Hospitals

- Discharge

- Activities in Care Homes

Working with Scrutiny – Next Steps

• Accountability Sessions

• UHNM Transition – complete but ongoing monitoring

• RWT Transition - planned

• Other options:

- Bring HW Quarterly Monitoring Reports?

- Co-opted HW representative(s)?

- Invite Members to shadow HW work?

- Joint Projects?

Resources – 2015/16

Total Income - £886,060

Healthwatch Income - £512,480 (58%)

Staff – 63%

Office Costs – 15%

Operational Costs – 22%

NHS Complaints Advocacy Income - £209,471 (24%)

Staff – 82%

Office Costs – 8%

Operational Costs – 10%

ECS Other Income – £164,109 (18%)

Staff – 61%

Office Costs – 7%

Operational Costs – 32%

Our Operating Model

As Healthwatch Staffordshire, ECS will: As Healthwatch Plus, ECS’ subscription service offers: As a consultancy service, ECS can provide:

* Gather views and experiences of users of health and

social care services

* Make people’s views known, including those from

excluded and underrepresented communities

* Promote and enable the involvement of people in the

planning and delivery of local health and social care services

and how they are monitored.

* Recommend investigation or special review of provider

services, either via Local Healthwatch England, or directly to

the Care Quality Commission (CQC)

* Provide non clinical advice, signposting and information

* Through its annual report, make the views and

experiences of people known to Healthwatch England and

help it carry out its role as national champion

* Provide access to a professional independent NHS

Complaints Advocacy Service

* Tailored engagement and research commissions, to be

developed in discussion with the subscriber

* The ability to jointly commission work with other health and

social care bodies and to track patient experience throughout

their pathways of care

*A seat on our strategic advisory group, shaping the work of

ECS, and using its role in understanding public opinion to

inform your own strategies

* Six monthly review meetings

*Training and development opportunities on community

engagement, using customer insight to influence services, and

on how to conduct Enter and View visits

* Consultation and engagement exercises including surveys,

focus groups and public meetings

* Research and evaluation projects, with particular regard to

service user involvement

*Designing and delivering meaningful engagement and

participation, using innovative tools and techniques

* Tailored “mystery shopper” exercises

* Tracking performance against user opinion

* Supporting the development of user-centred performance

measures

Our People

Chief Executive

Jan Sensier

Engagement Manager

Sue Baknak

Engagement Co-ordinator

Jackie Owen (1.0 FTE)

Engagement Co-ordinator

Kerry Kelly (0.6 FTE)

Communications & Marketing Officer

Mohammed Arabo

Community Outreach Officer

E. Staffs/ Tamworth/Lichfield

Ian Wright

Community Outreach Officer

North Staffs

Jo Hall

Community Outreach Officer

South Staffs / Cannock / Stafford

Paul Higgitt

Research & Insight Manager

Victoria Gibson

Senior Research

Officer

Deborah Faulks

Research Graduate Intern

Vacant

Research Graduate

Intern

Aarthi Ravi

Complaints Manager

Elizabeth Learoyd

Complaints Advocate

Jane Steward

Complaints Advocate

Joanne Darrant

Complaints Advocate

Su Carson

Corporate Services Manager

Aileen Farrer

Finance & Projects Officer

Matthew Thompson

Admin & Information Officer

Abigail Benge