The first 6 months September 2013

The first 6 months September 2013

The first 6 months what have we been doing? We have been building relationships, creating infrastructure and processes, carrying out training, and recruiting volunteers. As we will see, we have created a local Healthwatch that is already delivering. It looks like this: The Board of Directors* The Delivery Team (provided by Help & Care) Helpdesk (provided by Help and Care) CAB (consumer facing advisors in the bureaux) ICAS team (provided by CAB) Volunteers* (eg Enter & View teams) * We have further opportunities for volunteers in these areas. Our website has details. 2

What we said Healthwatch would do Seek out and listen to the public and patients so that it can represent their views - at meetings, committees and on boards. Identify issues and trends and report and recommend to commissioners and providers of services. Send Enter and View teams into any publicly funded adult health and social care service. It will have a high street presence, a telephone helpline and a website, in order to provide information, signposting for services and support to enable people to make informed choices. Provide NHS complaints advocacy via ICAS. Make the views / experiences of people from West Sussex to Healthwatch England helping it to carry out its role as national champion. Recommend investigations or special service reviews to Healthwatch England and the Care Quality Commission (CQC). 3

Board Priorities The Board has agreed its first work priorities for Healthwatch West Sussex. Integrated care - chosen because the integration of health and social care services is a central theme of recent social care and health care reforms. Safeguarding adults - chosen because it is an issue of concern for local people. Research into Carers supporting people with Dementia - chosen because it supports one of the key priorities of the Health and Wellbeing Board for West Sussex. Checking back on promises from decision makers and people who provide health and social care services - chosen because it is good practice to make sure changes happen to improve services. NHS complaints - chosen because Healthwatch England has asked us to investigate how well complaints processes work locally. 4

Complaints Research carried out by Healthwatch England shows that over 54% of people who had a problem with health or social care in the last three years did nothing to report it. Anna Bradley, Chair of Healthwatch England has said that we will not rest until the complaints system is overhauled and fit for purpose. As part of this work, Healthwatch West Sussex is investigating how complaints are handled by health and social care services across the county. The questions we are asking include: How clear and accessible is information about complaints procedures? How effectively do current procedures handle complaints? How satisfied are complainants with the way their complaints are handled? How is feedback used to address concerns and improve services? Our report will be available in October. 5

Volunteers Volunteers are a vital part of Healthwatch the roles are varied and there are currently vacancies. (See the website for details). In July, 25 volunteers and potential volunteers attended the first Healthwatch Volunteer Induction Programme at Billingshurst Community and Conference Centre. The packed programme included an introduction to Healthwatch West Sussex, and an overview of some of the project and liaison work being undertaken. The Chair and Healthwatch Co-ordinator, David Liley also talked about the work programme and current priorities for the coming months, as well as providing answers to the many questions that arose from the lively Q&A sessions. 6

Enter and View Trained volunteers make up the Healthwatch Enter & View team. They have recently completed a GP Surgery Patient Survey This was undertaken at 54 surgeries (and some branch surgeries) The views of 155 patients have been recorded. A report will be published shortly A result of our early findings is that one CCG has established monthly committee meetings to examine the appointments system. 7

Independent Complaints Advocacy Service (ICAS) A specialist ICAS team has been established and in August brought 7 cases to a conclusion. New cases originating from CAB referrals, Healthwatch (helpdesk/website) and other stakeholders are are averaging 12 a month and expected to increase significantly as the service becomes more well known. In addition to being promoted as part of the Healthwatch marketing activity, the ICAS team are engaging with MPs, Trusts and key GP surgeries to promote the service. A step-by-step guide to complaints has been published as a booklet and can be read or downloaded from the Healthwatch website. 8

Community Engagement Healthwatch West Sussex has continued to have a presence by having membership of or sending liaison representatives to various boards, committees and meetings. These include: Health and Wellbeing Board Health & Adult Social Care Select Committee (HASC) Adult Safeguarding Mental Health Consumer Network NHS Commissioning Quality Surveillance Group and Customer and Carer Group. 9

Marketing Healthwatch West Sussex has started to raise its profile with the public. Posters and leaflets have recently been distributed to all GP Surgeries in the county, NHS Trusts and to West Sussex County Council for display in libraries, Help Points and other public areas. Promotional material will continue to be shared with other groups and organisations. Healthwatch also has a website and regularly communicates with other organisations, groups and individuals via Twitter (@healthwatchws). 10

Launching Healthwatch to the public With relationships established and processes in place we are now ready to launch Healthwatch to the general public. At the beginning of October we will take a Healthwatch Stall onto the streets of major towns in West Sussex where we will promote Healthwatch, engage with the public and collect stories. In order to create interest of both the public and local media, our stall will in fact be a colourful, traditional hospital style bed! This activity will culminate with a public event held in the Drill Hall in Horsham on 11 th October to formally launch Healthwatch West Sussex. The event will include a market place with stalls provided by CCGs, the Trusts, providers, voluntary groups, charities, Wellbeing Hub etc Look out for details (and the Healthwatch Bed!) 11

12