Healthwatch Service Plan Contents

Transcription

1 Healthwatch Service Plan Contents Background 2 Healthwatch Scope 3 Healthwatch Objectives, Statutory Functions, Accountabilities 3 Healthwatch Key Performance Indicators 4 Healthwatch England Quality Statements 6 Healthwatch Involvement in Health & Social Care 8 Healthwatch Activities Healthwatch Engagement 10 Healthwatch Priorities Operational Activity Timeline

2 Healthwatch Background The Health and Social Care Act 2012 makes provisions for Local Healthwatch as the consumer champion for health and social care services and gives a local Healthwatch its statutory functions. As a statutory watchdog, the role of Healthwatch is to ensure that health and social care services, and the government, put people at the heart of their care. The aim of a local Healthwatch is to give residents and communities a stronger voice to influence and challenge how health and social care services are provided within their locality. Local Healthwatch provides or signposts people to information to help them make choices about health and care services. An independent organisation, a local Healthwatch is able to employ its own staff and involve volunteers to become the influential and effective voice of the public. As an independent consumer champion working with patients, service users, carers and those entitled to access publicly funded health and social care services, HWH will ensure their voice is heard by the commissioners and providers of those services so that the best practice is delivered in health and social care. It is important that HWH is perceived to be independent as well as being independent. Healthwatch Herefordshire is an independent company limited by guarantee not for profit. It has 3 Directors and employs 3 members of staff. Scope of Healthwatch HWH is for anyone living or working in Herefordshire who is legally entitled to access publicly funded health or social care services in Herefordshire or anyone who cares for or represents anyone who has access to these services. This includes children and young people and their parents/carers. HWH has a duty to assist local health and social care commissioners and providers, and other community stakeholders, by providing feedback, research, and information on local people s views and experiences of health and social care, to improve services for people of all ages. HWH will give a voice to consumers through its role on the Health and Wellbeing Board and other relevant health and social care forums. It will be an effective member, attending regularly and contributing to discussion in those groups where it is a member. HWH will use effective methods to engage with Herefordshire residents and those who work in Herefordshire, and will proactively engage with populations that are hardest to reach, including rural communities, those suffering health inequalities and those with protected characteristics. Health and social care complaints advocacy: HWH will support local residents with any complaints they may wish to progress in relation to NHS or social care service provision through referral to a third party contracted by the local authority expressly for these purposes. HWH will provide information and advice to help people access and make choices about services as well as signposting to independent advocacy to support people if they need help to complain. HWH will work with bi-monthly HWH Steering Group Meetings led by the Local Authority.

3 Objectives HWH will contribute to high quality and choice of health, social care and wellbeing services for the benefit of the public of Herefordshire by: a) Delivering the service specification. b) Promoting and supporting the involvement of local people in the commissioning, the provision and scrutiny of local care services. c) Enabling local people to monitor the standard of provision of local care services and whether and how local care services could and ought to be improved; d) Obtaining the views of local people regarding their needs for, and experiences of, local care services and importantly to make these views known; e) Making reports and recommendations about how local care services could or ought to be improved. These should be directed to commissioners and providers of care services, and people responsible for managing or scrutinising local care services and shared with Healthwatch England. f) Providing advice and information about access to local care services so choices can be made about local care services; g) Formulating views on the standard of provision and whether and how the local care services could and ought to be improved; and sharing these views with Healthwatch England. Healthwatch Statutory Functions There is a statutory requirement for HWH to involve lay persons and volunteers in relevant decision making, attaining its objectives and in its governance. This will principally be affected through voluntary sector groups, and volunteering and membership schemes, which should address volunteering recruitment and support. HWH will have in place a business plan which sets out a clear direction for development of the organisation and establishes its priorities in order to meet its statutory responsibilities. This will be available by the end of July of each year. HWH will carry out an annual benchmarking of its activities against HWE Quality Standards and submit this to Herefordshire Council by the end of October Accountabilities HWH will be accountable to: a) Communities of Herefordshire b) Users and their carers of publicly funded health and social care services c) Contractual obligations to Herefordshire Council in respect of the quality and value for money of the service it provides. d) HWH will operate as if it were a public body and therefore will be subject to the principles of the Freedom of Information Act and the Public Sector Equality Duty as if they applied to it. HWH will hold Board meetings and an annual Conference and produce and publish an annual report In June. HWH will take guidance and recommendations from the HWH Steering Group who represent the voice of the local community.

4 Key Performance Indicators HWH will make a positive contribution to the successful local achievement of outcomes set out in national frameworks for the NHS, primary care, social care and public health by providing public insight. HWH will also deliver against locally identified outcomes according to priorities identified for Herefordshire. Ref Outcome Activity Output 1 Successfully promoting and Mix of communication methods - Engagement plan supporting the involvement of local people in the commissioning, the provision Use of different techniques for gathering views including Enter & View Business plan and scrutiny of local care Development of Project Plans for services. engagement to support the business priorities including reach to communities where health and access to services are poorest Place based approach reflected in 2 Local people enabled to monitor the standard of provision of local care services and influence whether and how local care services could and ought to be improved 3 Obtained the views of local people regarding their needs for, and experiences of, local care services and have made these views known; 4 Produced reports and recommendations about how local care services could or ought to be improved. The reports have been passed to commissioners and providers of care services, and people responsible for managing or scrutinising local care services and shared with Healthwatch England 5 Providing advice and information about access to local care services so choices can be made about local care services engagement plans Active representation at relevant meetings including HOSC, CCG performance meetings, Regional NHS England Quality Surveillance Group. Ensuring views are collected from harder to reach rural communities. Participation in and feedback on key issues impacting on the health and social care economy in Herefordshire Robust methods of gathering, interpreting and understanding different types of information to provide a strong evidence base Method of demonstrating impact on local decision making and improvements Provision of accessible information and sign-posting to consumers Enquirer's satisfaction survey Contribute to meetings Feedback to the public. Number of contacts with the public i.e. attending public events. Changes to HSC delivery. Number of consumer enquiries for advice and information Consumer satisfaction with the advice and information service

5 6 Formulated views on the standard of provision and whether and how the local care services could and ought to be improved; and shared these views with Healthwatch England. 7 Increased awareness among stakeholders about the importance of the HWH role and of engaging with communities HWH is a respected voice on the HWB Collaborative partnerships with other local groups and organisations Provision of information to local organisations Raised awareness among commissioners & providers Reports to commissioners, providers and other stakeholders as appropriate Reports and recommendations made to HWE, CQC Visits to HWH website Number of followers on Twitter Evidence of engagement with Parish & Town Councils, Public Patient Groups, District Councils, Councillors etc

6 Healthwatch England Quality Statements (Still to review and map new contract outcomes against HWE Quality Statements) National Healthwatch Quality Statements Healthwatch Contract Outcome Healthwatch Activity 1. Strategic context and relationships Independent Healthwatch Board stakeholder linkages Operational links to quality processes with commissioning and provider organisations to influence and challenge and support Communications Activity 2. Community voice and influence: Promoting and supporting the involvement of local people in the commissioning, the provision and scrutiny of local care services. Enabling local people to monitor the standard provision of local care services and whether and how local care services could and ought to be improved. Getting the views of local people regarding their needs for, and experience of local care services and importantly to make these views known. 3. Making a difference locally: Making reports and recommendations about how local care services could or ought to be improved. These should be directed to commissioners and providers of care services and shared with Healthwatch England. Formulating views on the standard of provision and whether and how the local care 6 Information & Advice Service Volunteering with Healthwatch Engagement Activity Enter & View Independent Healthwatch Board stakeholder linkages Operational links to quality processes with commissioning and provider organisations to influence and challenge and support Communications Activity Information & Advice Service Engagement Activity Enter & View Independent Healthwatch Board stakeholder linkages Operational links to quality processes with commissioning and provider organisations to influence and challenge and support Communications Activity

7 services could and ought to be improved. Share these views with Healthwatch England. 4. Informing people: Providing advice and information about access to local care services so choices can be made about local care services. 5. Relationship with Healthwatch England: Making recommendations to Healthwatch England to advise the Care Quality Commission (CQC), to conduct special reviews or investigations direct to the CQC; and to make recommendations to Healthwatch England to publish reports about particular issues. Information & Advice Service Communications Activity Information & Advice Service Engagement Activity Enter & View Operational links to quality processes with commissioning and provider organisations to influence and challenge and support Communications Activity Providing Healthwatch England with the intelligence and insight it needs to enable it to perform effectively. 7

8 Healthwatch Representation at Health & Social care organisation s boards, committees and forums. 2gether Trust Wye Valley Herefordshire CCG System wide Herefordshire Council NHS Trust England Other KEY 2gether Board in Public 2G Service User Experience Committee ¼ mtg with providers +/- commissioner mental health IS/CP WMAS Receive monthly stats and arrange meetings if necessary. Or challenge through public board meetings Co-opted member (CL) A&E Delivery Board JE * WVT Stakeholder Ref. Group * WVT Board in Public * Patient Experience Forum Co-opted member (CL) Stroke Board Cancer Board Joint planned care baord Midwifery Women s forum Frailty Pathway 1/4 mtg WVT as part of CCG/HWH catch ups JE/CP/IS ¼ CCG Board in Public JE or CP/IS Quality Patient Safety Bi Monthly CP MH programme Board C&YP MH Pathway group MS Monthly hwh/ccg Mtgs IS/CP/JE Suicide Prevention Strategy Group Primary Care Board (commissioning) Primary scale (providers) End of Life Forum STP Programme Board IS/CP HWBB IS/CP STP / 1H comms Groups SM Local Maternity System Board (H&W) CP Integrated Care Alliance Programme Board (1H) JE Operating Model Group (Community Services Transformation 1H) JE STP Prevention board w/s HOSC Adults IS/CP HOSC C&YP IS/CP 8 CYP Partnership Board MS Making it Real MS ¼ Autism partnership MS LD partnership MS Voice of the child MS Homecare provider forum JSNA Ref Group CP ¼ Mtgs with Assistant Directors of ASC SB/CP Multi Agency provider forum CP Adults Safeguarding Board SB Monthly Adults Safeguarding Board - PAQA CP Care home provider forum ¼ Keeping in Touch Cllr Rone & commissioner CP & Dirs Children s Safeguarding Board Co-opted Member (PH) QSG CP Regional NHSE Cross Border CP HW England ¼ Regional Network CP Ad hoc Chairs Network IS CQC - 6 monthly CP Hereford Disability united MS PPG Links? JE Mental Health Forum bi monthly MS/IS Hvoss interest groups - VCS MS & SB Links with Powys CHC HWH attending HWH not attending Receive papers, attend when needed HWH meetings CP Christine Price, MS Mary Simpson, SM Sophia McGrath, JE Jane Ellis, IS Ian Stead, SB Sue Brazendale, CL-Chris Lewandowski, PH Philip Hudson

9 Healthwatch Activity Areas 1. Enter and View 2-3 Learning Disability settings 2. Communications Managing a membership group and stakeholder reference group Quarterly newsletters Monthly E-Bulletins Regular use of social media Website Press releases & media requests 3. Providing Information & Advice about health & care services 4. Meetings to influence the quality of services in health & social care. Figure 1. Current gaps in experts/directors/co-opted board members: Children & Young people Mental Health Secondary care Public Health Cross Border 5. Board Meetings in Public July 2017: Hereford. Annual Conference. Launch of HWH model, Annual Report, Engaging/public voting on priorities for Healthwatch work September 2017: Ross. Q&A and engagement community services November 2017: Leominster. Informal Engagement Forum January 2018: Bromyard. Informal Engagement Forum or PPG Engagement event March 2018: Ledbury. Informal Engagement Forum May 2018: Hereford:. Informal Engagement Forum or feedback on yearly work 6. Engagement with the public. Fig 2 & 3. 9

10 Engagement with the public. Fig 2. Healthwatch staff involve volunteers and people from the membership to undertake regular monthly or quarterly engagement with the following groups of service users, carers and patients. Young People 1 Close House - Disadvantaged young people. 2 Talent Match NEET young people. 3 Hope Support Services Young people with close family member terminal illness or bereavement. 4 CLD Strong Young Minds Young People and mental health. Adults with a Disability 8 Aspire Community Hub. 9 ECHO Leominster. 10 Herefordshire Headway Stretton Sugwas. 11 Brandon Trust (replacement) Ross/ Leominster. 12 HDU Disabilities. 13 Making It Real 14 Autism Partnership Board People living with diagnosis of a Health condition 20 McMillan Support Group. 21 Epilepsy Support network coffee and chat group. 22 Diabetes Network 23 Expert Patient Programme 24 WVT Patient engagement monthly forum 5 SHYPP Homeless young people. 6 Addaction Young People s Mental Health 7 2gether service user experience committee. Gaps Kington, Golden Valley, Ledbury. 15 Learning disability partnership board English as a second language BAME (Black, Asian, and minority ethnic). 16 Polish - Here for All 17 Ukrainian Community Older People 25 Meeting Centre, Leominster Dementia focussed. 26 Belmont coffee morning 27 Home & Community Support Provider Forum 28 Evergreens- Leintwardine 18 Syrian, BAME Children & Families General Community Groups 29 Midwifery Women s Forum 30 Bromyard hope family centre 19 Newton farm community centre 31 Ross Playgroup 32 NCT bumps & babes playgroup Numbers correspond to localities on the following map - Figure 3. 10

11 Figure 3. Placed Based Work: Mortimer Locality: 28 Leominster Locality: 9, 11, 20, 25 Kington Locality: Wellbeing Centre? tbc Weobley Locality: 10, 32. Bromyard Locality: 30, 25 Hereford City Locality: 2, 4, 5, 6, 7, 8, 12, 13, 14, 15, 16, 17, 18, 19, 21, 22, 23, 24, 26, 27, 29. Golden Valley Locality: Ewyas Harrold Wellbeing Centre & Peterchurch church entre tbc Ross Locality: 3, 11, 31 Ledbury Locality: 2 volunteers groups? Numbers correspond to Figure 2 -Engagement groups, on the previous page. Healthwatch Board Meetings in Public with Public Engagement Events Hereford - July 2017 & May 2018 Ross - Sept 2017 Leominster - Nov 2017 Bromyard - Jan 2018 Ledbury March

12 Priorities 2017/2018 Work already underway from Young people & mental health. Self-help/ prevention CAMHs tier1 exemplars. Falling between services with a dual diagnosis - Mary 2. Safeguarding: Gathering the views of service users, advocates or carers who have been through the safeguarding process - Christine 3. Learning Disability Services - E&V & Engagement Mary Public Priorities. These topics are out main 6 work streams for the year w=and were voted for by the public in May-July 2017 First choice Social care assessments & the new pathway for adult social care services Public Health Healthy lifestyles. Prevention Services Lead Mary Sophia A&E Sophia Access to GP Services Complex and multiple conditions and coordination of services. Palliative Care: experience of having choice for treatment of terminal conditions and choosing where to die. Mary Sophia Mary 12

13 2018 Evaluation of service, Prepare for re-tendering process LD Focus 2017 Set up and work planning Continuation of focused engagement Organisational Work, Planning and set up GP access EOL care Social care Public health A&E Complex & multiple conditions Enter & View Comms Young people & Mental Health Engagement Project Safeguardin g User Engagement Info & Advice to Public Volunteer, Membership & Reference Group Management Reporting May June Annual Report Annual Report July PBM 4th 1pm Hereford. Public voting on work topics at annual conference. Newsletter Aug Sept PBM 5th Ross 1pm community services Contract Monitoring Oct Newsletter Nov PBM 7th Leominster 3.30 pm public health topic Dec Janu ary Febr uary Mar ch Apr May PBM 9th Bromyard 1pm Public Health, feedback on GP project, introduce social care topic PBM 6th Ledbury PH results? complex & multiple conditions engagement PBM 1st Hereford 1st May Public Event: Feedback to public our progress, influence, impact and outcomes of this work Newsletter Newsletter PLACE visits PLACE visits PLACE visits PLACE visits Contract Monitoring Contract Monitoring Provider Quality Accounts

14 Other ongoing work projects Public Priorities July Aug Sept Oct Nov Dec Jan Feb Mar Apr May Access to GP Services Palliative Care: experience of having choice for treatment of terminal conditions and choosing where to die Social care assessments & the new pathway for Adult Social Care Public Health, Healthy Lifestyles and Prevention Services Complex & multiple conditions and coordination of services A&E Enter & View To Learning Disability settings Community services transformation CCG/One Herefordshire Gathering the voice of people who have been through the Adult Safeguarding process Young people's mental health self-help tips project 14