Healthwatch Southend. Annual Report 2017/18

Transcription

1 Healthwatch Southend Annual Report 2017/18

2 Message from our Operational Manager Let me start by introducing myself as the new Operational Manager for Healthwatch Southend. I am very pleased to have taken over this role from Mandy O Callaghan in June and thank her for all her hard work. We wish her well in her new post. This year we have also said goodbye to Leanne Crabb who was our Senior Engagement Officer and Deborah Webb who was our Advice and Guidance Officer. We also welcomed three new members to the team: Jean Broadbent Senior Engagement Officer Sharon Auger Advice & Guidance Officer Rosie Gorham Administrator The team and I are committed to listening to people s views, engaging with the community and taking every opportunity to raise the profile of Healthwatch Southend. Working with Healthwatch is enabling our families to have a say. Over the past year we have continued to build relationships with local partner organisations. This is something we will continue to prioritise in the coming year and ensure we can reach people in all localities across the Southend Community. Southend Children s Centres Team Sally Manzoni Operational Manager

3 Contents Message from our Operational Manager 2 Highlights from our year 4 Who we are 5 Meet the Team 6 Your views on health and care 7 Helping you find the answers 10 Making a difference together 12 It starts with you 14 Our plans for next year 16 Our finances 19 Contact us 21

4 Highlights from our year We have recruited 9 new Volunteers Our dedicated team of 9 volunteers have received support & training. We have provided a Health Complaints Advocacy to people 40 Promoting the work we do at one of South Essex College s student events We have actively sought views of Service Users from 14 Community Networks locally. We ve given 2173 people have visited our Website 826 people information and advice

5 Who we are You need services that work for you, your friends and family. That s why we want you to share your experiences of using health and care with us both good and bad. We use your voice to encourage those who run services to act on what matters to you. As well as championing your views locally, we also share your views with Healthwatch England who make sure that the government put people at the heart of care nationally. Health and care that works for you People want health and social care support that works helping them to stay well, get the best out of services and manage any conditions they face. Our purpose To find out what matters to you and to help make sure your views shape the support you need. People s views come first especially those who find it hardest to be heard. We champion what matters to you and work with others to find ideas that work. We are independent and committed to making an impact in shaping services. The Health Complaints Advocate is always ready to listen and advise. Everything from the initial meeting right through to the end result was easy. Thank you and well done Healthwatch!

6 Meet the team Jean Broadbent Senior Engagement Officer Sharon Auger Advice & Guidance Officer Katherine Burrows Health Complaints Advocate Chris Gasper Advisory Board Chair Wendy Dodds Advisory Board Member Freddie Dawkins Advisory Board Member

7 7 Your views on health and care

8 Listening to people views + We use Social Media, Face-to-face events and collaboration with local agencies to obtain the views of service users. We used the Healthwatch Essex Taxi to promote Healthwatch Southend and obtain views relating to the STP + We have contributed to and attended the following groups: + STP Public Consultation Meetings at the Cliffs Pavilion where we gathered views. + Presentation to Southend Carers Forum explaining how we can support them, feeding back to the Success Regime. + We provided different formats of Consultation documents, relating to the STP, for all GP Surgeries. + Met with SBC to agree a way forward to ensure Younger voices are heard relating to local Mental Health Services & Support. + We worked with and have attended meetings with: - Learning Disability Forum - Mental Health Forum - Southend Dementia Alliance Group - Southend Homeless Action Group - Southend Carers Forum + Children s Centres Making sure services work for you We engaged with Doris Care and undertook a visit to Ashley Care Home. We discussed how they view their scope for demand and the Southend Borough Council discharge plan. The National charity, Independent Age, have been carrying out research looking at the things that older people and their families want to know when choosing a care home, as well as consulting care experts for their views on what are the most useful indicators of quality. They have developed a set of 10 Quality Indicators for care homes, which we used as indicators in our visit. In December last year, we undertook an Enter & View of Bradbury House, Southend on Sea. You can view the Enter & View Report: + Bradbury Home - 15/12/2017 visit. For the full report please visit (not a hyperlink - please visit Healthwatch Southend website and follow the links to Enter and View) Our visit to Bradbury Home was conducted as part of a series of pre-arranged visits to residential care homes across Southend. I was very pleased with Healthwatch Service, I will always let people know how good the service is when they need help. We all need help at some time

9 Local Community Group Engagement As part of our commitment to making sure services work for you we make sure we keep abreast of when and where established groups meet and ensure we have a seat at the table where appropriate. We worked in partnership with the Children s Centres to increase feedback from Parents and Families. We will continue to work with Learning Disability Groups, The Southend Homeless Action Network, HARP, LGBT Groups and the Youth Council to listen to service users experiences and make recommendations to address gaps in services. We attended a Lived Experience Event at Southend University which highlighted the need for greater consultation between Mental Health Service Providers locally, and how to strengthen and build on the conversation already started. Deborah Webb National Volunteer Week Promotion You told us you had concerns about. o The Sustainability & Transformation Plan and the impact on future services, particularly transport o Increased delays in obtaining GP appointments and access to blood tests o Mental Health provision in Southend following the merger of NELFT & SEPT o Understanding the process for registering with GP or Dentist o Waiting times for Autistic Spectrum Disorder assessment and diagnosis. o Accessible information about Health & Social Care services for those whose first language is not English We took part in The BIG Event to promote information and services for people with Learning Disabilities.

10 10 Helping you to find the answers

11 We have worked closely with the Southend and Castlepoint & Rochford Clinical Commissioning Groups locally around the Success Regime and the South East Essex Plans. We were in attendance at the planned public consultation events at the Cliffs Pavilion and attended the local authorities People Scrutiny Committee meeting, specifically dedicated to the Public Consultation. We were able to feedback to both CCG s. We invited the Success Regime Team to attend our Patient Participation Group Forum to address issues and concerns. I wasn t able to attend any of the Public events to discuss the changes planned but I was pleased I could give my own views to Healthwatch at a local event I attended. Thank you. Health Complaints Advocacy We continue to provide a dedicated Health Complaints Advocacy Service. We work with service users on a one-to-one basis in order to support an appropriate resolution to individual concerns. Leanne Crabb at a Community Event in Priory Park

12 12 Making a difference together

13 Working with other organisations + We have been looking at Care Services in Southend. We have met with Southend Borough Council, Care Providers and Southend Hospital to discuss the plans for growing demand for Aged Care. + We are having on-going discussions with Pubic Health & Integrated Care around Care for those discharged from hospital. + We are working with vulnerable groups and people of different ethnicities to raise awareness of support available. + We fed back your responses to the concerns regarding the planned changes to the three acute services merging between Southend Hospital, Basildon Hospital & Orsett Hospital. How your experiences are helping influence change + We have shared our findings of our Enter & View visit with the CQC, the Service Provider and the Southend Clinical Commissioning Group. + We have shared the views of the SHAN Groups regarding homeless people accessing services + Facilitated visits to Southend Hospital for services users who are supported by Welcome to the UK service. + Enabled discussion between providers of Health Services locally and service users, and how best to promote access. + Explored ways to support Mental Health Services for Young People in Southend. + We have started a conversation with the Southend Youth Council around Schools AntiBullying Policies. How we ve worked with our community + We have obtained view of services users from several pubic events. + We worked with TRANSPIRE and attended a meeting at THE ATTIC to establish partnerships with the LGBT community. + We have actively recruited and trained Volunteers to support us. + Worked with Children s Centres to raise awareness of our services with Families. + We have visited Surgeries and Pharmacies and sent Mailshots to 100+ Care Homes to gain feedback. + We are fortunate to have a dedicated team of Volunteers who assist with gathering views, undertaking Enter & View and sitting on the Healthwatch Advisory Board. + We joined in activities with the Southend Dementia Alliance, to promote day services at St Luke s. + Provided drop-in services at The Hub in Victoria Plaza, Southend, and the Centre Place Children s Centre and have developed close links with South Essex Homes

14 14

15 It was difficult to understand how to get registered with a GP when I had arrived in Southend Welcome to UK Group #ItStartsWithYou We are planning the #ItStartsWithYou Campaign over the summer. The campaign aims to support you in communicating your views. You will be able to use a variety of ways to make contact and have your views heard. We will ensure that you are able to access us regularly both at the Civic Centre where we will have a stand in the reception area twice a month and at The Hub where we will have alternative weekly slots. + We have visited Supermarkets, Libraries, Children s Centre s and Pharmacies + We have attended information sessions at Sheltered Housing providers, Estuary Housing Drop-In service and attended U3A meetings locally. + We attended Garons Sports Centre over Easter Half-Term week to gather views of Parents & Families. I wasn t sure how to transfer to Highlands as I had missed the letter notifying me. HW was able to contact the Surgery on my behalf and make sure I could register, it meant that my repeat prescription wasn t held up. Welcome to the UK Group visited Southend Hospital. Arranged by Sharon Auger, Information & Advice Officer Healthwatch Southend and group leader Idla Stafa. Southend hospital staff were on hand to give a tour of the departments. This will increase confidence in navigating the signage and layout of the hospital for people who s first language is not English. We are privileged to be part of and attended the following Boards and Advisory Groups: Southend Health & Wellbeing Board Southend People Scrutiny Committee Southend Safeguarding Adults Board Southend Primary Care Co-Commissioning Committee Southend Dementia Alliance Pharmaceutical Needs Assessment Group Patient Participation Group Forum

16 16 Our plans for next year

17 What next? We will be actively engaging with Southend Youth Council in order to understand the challenges young people have in relation to accessing Mental Health Support Services. We are delighted that a member of the Youth Council, Isreal Genius, has supported us as part of the Healthwatch Advisory Board and will continue to support us in coming year. Our top priorities for next year: 1. Support the understanding of the STP through the Implementation Stage. 2. Maintain positive relationships with Early Years Providers and Children s Centres. 3. Work with the Local Authority and Home Care Provider s oto ensure Domiciliary Care meets the needs of local people. 4. Explore Mental Health support for Young People in Southend. 5. Continue to raise the profile of Healthwatch Southend to all sections of the Community. World Mental Health Day We were delighted to have a stall at the World Mental Health Day s Health Market held at the Cliffs Pavilion in October It was great to see so many local services promoting how they can support people with mental health concerns and it was a great opportunity to share information about the services we offer.

18 Decision making Volunteers We work closely with Southend Borough Council Commissioning Team to jointly agree an Action Plan which details the Key Performance Indicators around engagement with a range of diverse groups. We feed back to the Southend Clinical Commissioning Group and associated Health & Wellbeing Board to inform future planning. We value greatly the contribution from our Volunteers who contribute to gaining feedback from service users, assist with local events, have undertaken Enter & View and are part of the Healthwatch Advisory Board. How we involve the public and volunteers + We continuously seek feedback about services + We campaign to recruit Volunteers + We provide relevant, regular training to our 9 Volunteers. We attend as many local events throughout the Borough in order to raise the profile of Healthwatch Southend. We use Social Media, face-to-face engagement and use community events to optimise obtaining views regarding local services The support we offer through our Advice & Guidance Service enables and empowers local residents to locate and secure appropriate access to a range of Health & Social Care Service. We remain committed to ensuring local residents have relevant information about accessing GP & Dental Services in Southend.

19 19 Our finances

20 Income 111, Funding received from local authority to deliver local Healthwatch statutory activities 111, Additional income 0.00 Total income 111, Expenditure 107, Operational costs 23, Staffing costs 79, Office costs 4, Total expenditure 107, Balance brought forward (surplus) 3, (An underspend was identified from the previous year 2016/7 and was refunded)

21 The views and stories you share with us are helping to make care better for our local community

22 We will be making this annual report publicly available on 30 June 2017 by publishing it on our website and sharing it with Healthwatch England, CQC, NHS England, Clinical Commissioning Group, Overview and Scrutiny Committee, and our local authority. We confirm that we are using the Healthwatch Trademark (which covers the logo and Healthwatch brand) when undertaking work on our statutory activities as covered by the licence agreement. If you require this report in an alternative format please contact us at the address above. Family Action 24 Angel Gate City Road London EC1V 2PT Registered charity number: Get in touch Address: Healthwatch Southend, Centre Place Family Centre, Prospect Close, Southend-On-Sea, SS1 2JD Phone number: Website: