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Healthwatch Herefordshire
Quarterly Report
October - December 2018
Contents
Engagement with the public 2
Public priority project work 3
Mental health forum 4
Public Events 5
Feedback, information & advice 6
Working with volunteers 8
Strategic influence 9
Internal organisational development 10
Communicating with the public 11
2018-19 Work Plan 13
2
Engagement with the Public
We have been asking people about the
projects we have been running through quarter
3 which are:
Dementia
Children & young people’s mental health
Stroke service experiences
Homefirst reablement
1. The Courtyard – Find your feet
2. The Courtyard – Playing together
3. 2Gether Trust Stakeholder Meeting
4. Dementia Action Alliance
5. Ledbury Health Group
6. Participation & mentoring officer (Looked
after children)
7. Youth Conference
8. The Cart Shed
9. Carers in Mind
10. Dementia Story work with service users
11. Dementia Advisors Alzheimer’s Society
12. Golden Valley community fayre Event
13. Young Carers Group
14. Dementia Friendly Conference Leominster
15. Self Harm Workshop
16. Holmer Court Care Home
17. Ross Memory Café
18. Age Concern - Buttsfield House, Bromyard
19. Dementia Programme Board
20. Age concern Lunch - Ledbury
21. Living with and Beyond Cancer Event
22. Herefordshire Housing/Conexus
23. Carer Friendly Communities
24. Our News Our Views
25. Making it Real
26. Autism Partnership Board x2
27. Herefordshire Disability United
28. Kington Health Commission
29. Strong Young Minds
30. No Wrong Door
31. Learning Disability Partnership Board
32. Children and Young People Partnership
Board
33. Mental health forum x2
34. Different strokes
35. The stroke club
Public Priority Project Work
Building on End of Life Project
Healthwatch Herefordshire have started to engage with the public to promote a new tool which
health and care professionals want to use with patients and carers to plan for peoples advance
care wishes. At our December public event in Ross-on-wye Healthwatch held focus group with
Healthwatch
Engaged
With 37
Groups
In Q3
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local GP’s and end of life service commissioners to hear people’s views on this topic and inform
the public why advance planning for future care is important. The new tool is called the RESPECT
tool, which is a national NHS initiative that Healthwatch will assist in promoting this year to
inform the public, helping them to have a better end of life experience.
There is a system wide focus on improving the delivery of services for end of life utilising the
public feedback from our report in February. The services which provide care for people in end
of life are coordinating though a programme board, which Healthwatch are a part of, to
implement some of the recommendations which came from our report. Such as a single point of
contact, improving patient experience and outcomes, reducing duplication in care delivery and
making the pathway of services in the stages of end of life care easier for patients and their
families to navigate.
Healthwatch will work with end of life providers and commissioners over the next year making
this happen and we will be holding a couple of focus groups to make sure that people with recent
experiences are involved in making this work a success.
2018-19 projects
We have continued engagement on the following projects which will continue to run until spring
and summer 2019.
Dementia
We are currently engaging with the public to gather feedback about people’s experience of
getting a diagnosis and living with dementia.
Raising awareness of the importance of getting an early diagnosis and reducing the stigma of
dementia by promoting dementia friendly community.
This work will continue until the spring, when we will use the results to provide service
experience from the public to the dementia programme board who are overseeing the
development of services in the county for people with dementia.
Children & young people’s mental health
Out work on children and young people’s mental health will be a yearlong project ending in
summer 2019 and involves;
Work undertaken at school games and crucial crew in July 2018 with children about
emotional wellbeing.
Gathering experiences of young people in secondary schools about the support they
receive and would like for mental health in school.
Gathering feedback from children and young people who have previously, or currently,
use mental health services.
Short term reablement services in your own home
Healthwatch have worked with the local authority Homefirst service and Wye Valley Trust
community health services to develop a service evaluation, which we are undertaking currently.
We are interviewing a sample of people who have very recently received this short term
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reablement service when coming home from hospital. We will repeat the evaluation after six
months, in the summer, with a new group of patients and publish a report of the service
experiences.
Stroke Service experiences
We have engaged with service users and carers of the existing stroke clubs in the county to ask
them their experience of acute hospital and community stroke services and living with stroke.
We have used this feedback to inform our planning, and scope out what may be useful as a future
project. In particular, how this could add to any developments which may happen in the future
in Herefordshire stroke services.
Hospital outpatient clinic experiences
In October and November Healthwatch trained its staff board and volunteers in enter and view
process for use in visiting outpatients in the spring.
In March we will visit each clinic twice over a two week period, with staff and volunteers to ask
patients about their experiences of using outpatient clinics in; Rheumatology, the eye clinic, x-
ray and imaging, ear nose and throat (Head and neck), and the fracture clinic.
Mental Health Forum
Healthwatch have continued to facilitate a bi-monthly mental health carer and service user
forum. In quarter 3 we have held two meetings.
The main issues or discussions raised were:
Provision of support for out of hours mental health care
Crisis care and early intervention
Reasonable adjustments for people with Asperger’s using mental health services
Underfunding of mental health services in Herefordshire and the STP plans for mental
health
Recovery college initiative needed in Herefordshire
The joining together of the carers in mind and Mental health forum and development of a
2019 programme
Healthwatch continues to follow up on issues raised by individuals and also general themes and
answers to questions on behalf of the forum from commissioners and providers.
In December Healthwatch had a one to one meeting with 2gether to discuss these issues and
have two way feedback.
Carers in Mind hosted by Herefordshire carers support (HCS) at Mind meets monthly. We have
worked with HCS to test out a joining of these two groups into the mental health forum to
alternate monthly meetings. The programme for 2019 will be:
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Tuesday 5th February 6.45-8.45pm mental health forum. Speaker from 2Gether NHS Trust to talk about mental health crisis care.
Tuesday 5th March 6.45-8.45pm Carers in mind no speaker.
Tuesday 2nd April 6.45-8.45pm mental health forum. Speaker from police to talk about mental health in custody & community policing.
Tuesday 7th May 6.45-8.45pm Carers in mind no speaker.
Tuesday 4th June 6.45-8.45pm mental health forum Speakers from NAS + local authority to talk about social activity, peer support and formal support for adults with an autistic spectrum condition.
Tuesday 2nd July 6.45-8.45pm Carers in mind no speaker.
Tuesday 6th August 6.45-8.45pm mental health forum. Speaker 2Gether NHS trust to talk about the merger with Gloucester care services, what does this mean for Herefordshire services?.
Tuesday 3rd September 6.45-8.45pm Carers in mind no speaker.
Public Event Ross on Wye
On December 5th 2018 Healthwatch held a public event in Ross on wye with guests
including: GP’s from the two local GP practices, Managing Director of the clinical
commissioning group and representatives from local community groups.
The focus of the event was to:
Give the community an update about how the NHS services are working
locally and what that means for patients
Have question and answer session with healthcare professionals
Hear from community organisations Men’s Shed, Age UK Ross, Mind and the Ross
Meeting Centre about what they are doing for the community locally.
Hear about the work of Healthwatch and how the public can get involved.
Feedback at the event of 2 workshops held on Advance care planning and mental health
in schools
Public Event - Living with and beyond cancer
Living with and beyond cancer is a national programme looking to improve the
breadth of services for patients and families who have cancer. On December 10th
2018 the Living with and beyond cancer team of Wye Valley Trust and Macmillan
jointly hosted a focus group in Hereford with Healthwatch, for people who have
or have had cancer and family and friends to share their experiences and views
on cancer care. The aim of this feedback is to shape the plans for the local living
with and beyond cancer programme over the next two years. We will repeat this
event in spring.
40
people
13
people
6
Feedback, information &
advice
Healthwatch receives public
feedback in a number of ways:
1. From day to day engagement
and outreach work with
groups on specific topics for
our project work
2. At public events which we
host throughout the year
3. From calls and email
enquiries asking for
information and advice and
people feeding back their
experiences
4. From reviews about services
which are left on our online feedback centre
rate and review service.
From 1st October – 31st December 2018 Healthwatch
received 29 enquiries from the public and 36
reviews on the feedback centre.
Feedback centre Informatics
29
Enquiries
Sentiment of the reviews Service categories of the reviews
GP's35%
Social care14%
Pharmacy7%
District nursing3%
Mental health 7%
Autism Asperger's
7%
Dentists7%
Hospital7%
Learning disability support7%
Diabetes Medication3%
ME support3%
Enquiries by service type
36 Feedback
Centre
Reviews
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When a review is submitted the reviewer chooses an overall star rating for the service from 1-5 which gives
the service its average star rating.
Also the star rating is an average for all of the reviews ever left about that service not just the quarter listed
in the report.
The sentiment and theme arise from the moderation process which healthwtach undertake in every review.
Sometimes people make negative statements in their review but still give a high overall star rating.
The more a service promotes the feedback centre to their patients and service users the more feedback we
receive. For example we currently have a trial kiosk set up in the Moorfield branch of Hereford medical
group which is why there are more reviews for this service than the other doctors practices. Hereford
Medical Group are listening to the patient feedback that they receive.
Working with volunteers
8
Healthwatch continue to involve our 13 volunteers in a range of activity; events, surveys and
planning and advising Healthwatch on its work.
The main activities we have involved volunteers in quarter 3 was promoting the feedback
centre, our public Event at Ross on Wye, safeguarding experience evaluations.
We held Enter and View training For all staff board and volunteers to prepare for our
upcoming work in outpatients clinics.
In December we launched our Healthwatch Friends initiative to involve people in our work
in a light touch way whilst increasing our reach and engagement.
Because involving volunteers is important to us, we are currently developing a rolling annual
programme of quarterly training events for our volunteers, which will start in June.
Strategic Influence
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Healthwatch continually evaluate its attendance at strategic boards, committees and forums
across health & social care in order to make the most effective use of time and resource and
have maximum impact.
1-2-1 meetings with commissioners and providers
We have been developing key relationships in one to one quarterly or monthly meetings with the
CCG, adult social care, scrutiny committees, Public Health, mental health lead commissioners,
ambulance service, mental health trust and the acute & community trust.
Our purpose is to use these forums to represent the views of the public and the information we
have gathered from them to influence how health & social care is planned and delivered. We
also have an opportunity to hear about developments in health & social care which will affect
the public.
National and regional influence
Healthwatch participate in
• Regional Quality Surveillance Group
• Healthwatch England Regional Network group
• All reports are submitted to Healthwatch England research library
• Input into the Healthwatch national work on quality framework developments.
Local forums we are attending and influencing
• Sustainable Transformation Partnership (STP)
Programme & Delivery boards
• Stroke Workstream STP
• Health & Wellbeing Board
• Adults & Children’s Scrutiny Committee’s
• Primary care commissioning board
• Operating model working group (primary care
home)
• Clinical Commissioning Group Quality Patient
Safety
• Adult and Children’s Safeguarding Boards
• Children & young people partnership board
• Early years strategy group
• Quarterly meetings with Care Quality
Commission
• Children & Young people mental health and
emotional wellbeing pathway group
• Urgent care commissioning board
• Clinical Commissioning Group, Wye Valley
Trust, 2gether Trust board meetings in public
• Performance audit and quality safeguarding sub
group chaired by Healthwatch
• One Herefordshire communications group
• Autism and Learning Disability Partnership
boards
• A&E delivery board
• Mortality Oversight group
• Dementia implementation group
• Dementia programme board
• Dementia Action Alliance
• Leominster project board
• Respect implementation group
• End of life programme Board
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Internal and Organisational Development
Development meetings
Healthwatch monthly internal development meetings for; co-opted volunteers, staff and
directors, continue to grow in their effectiveness. Healthwatch review; internal and
organisational issues and continuous improvement, health & social care matters, intelligence
sharing and prioritisation of emerging issues, our work projects and communications.
We held a reports & research workshop with Healthwatch England in November to share best
practice and learning from a national project - developing a research framework.
Healthwatch have adopted this framework to pilot it on new projects later this year.
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Communicating with the Public - Summary 1st October – 31st December 2018
2 E-Bulletins
1 Newsletter
1 Stakeholder Reference Group email
7 Hereford Times Columns
E-Publications Our online mailing list as of 31th December 2018 was 191 people (+63).
Date Item Reach / Impressions Clicks Opens Clicks % Opens %
25.10.2018 October E-Bulletin 125 9 54 7.2 43.2
21.11.2018 Events in December 76 3 29 3.9 38.2
27.11.2018 November E-Bulletin 157 8 61 5.1 38.9
19.12.2018 Autumn/Winter Newsletter 181 1 72 0.6 39.8
Hereford Times Article Topics
Healthwatch publish a short column in the health section of the Hereford Times every fortnight. This
has had the direct impact of increasing our enquiries from the public and raising the awareness of
Healthwatch.
Hereford Times are now starting to publish our column online too.
11.10.2018 – Lonliness and social isolation
25.10.2018 – Healthwatch; a national perspective
08.11.2018 – Talk community launches to help Herefordshire residents.
22.11.2018 – We need your views on mental health in schools, living with cancer and advance care planning
06.12.2018 – Changes to urgent care services in the county
20.12.2018 – Missed appointments a rising concern in Herefordshire
27.12.2018 – Looking after yourself over the festive period
Social Media
Facebook Likes
Twitter Followers
Facebook Posts
Twitter Posts
Facebook Reach
Twitter Impressions (reach)
Total Followers
Total Posts
Total Reach
October 2018
392 (+10) 1718 (+13) 25 16 3,552
8,289
2,110 41 11,841
November2018
400 (+8) 1714 (-15) 26 17 8,065 7,212 2,114 43 15,277
December 2018
404(+4) 1716 (+2) 30 23 6,837 7,345 2,120 53 14,182
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Analytics of website traffic 1st October – 31st December 2018
There has been a small increase (+192) website users between October – December 2018.
Radio
Healthwatch has been contacted for comment this quarter on the following topics: Out of hours GP
contract, ambulance response across Herefordshire and Worcestershire, hospital car parking.
Top Facebook post reaching 2,202 people Top tweet reaching 1,251 people
Healthwatch
Herefordshire
has 532
followers
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Healthwatch Priorities 2018-19
Community services in your own home
Children & young people’s mental health
Outpatients
Dementia
July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June Jul
2018 2019
Stroke Services
NHS long term plan