1. Healthwatch Stoke-on-Trent
Annual Meeting
2018/19

2. Annual Report 2018/19
Simmy Akhtar
Chief Officer

3. • 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 that find it
hardest to be heard. We champion what matters to you
and work with others to find solutions
• We are independent and committed to making the
biggest difference to you

4. To raise awareness of this issue, we worked with VOICES of Stoke and
Stoke-on- Trent Clinical Commissioning Group.
• Co-produced an information card which has been distributed to all GP
Practices in the City and other organisations who work with homeless
people
• Co-produced a toolkit for other local Healthwatch to use which allows
for a consistent approach to gathering national data and sharing
findings and support positive change
• Co-produced literature to be displayed in GP Practices back-offices to
ensure that all staff are aware of the right to access a GP and the
guidelines
As well as making a difference for people in the area, this work is
being used by the NHS nationally to inform its health inequalities
strategy.

5. NHS Long-Term Plan
Engagement

6. General Survey – Key Themes
• Experiences of health and care and suggestions to make things better
- Prevention e.g. educate/knowledge/information, affordable access to leisure
activities and affordable healthy food
- Information to help people make health and care decisions e.g. no jargon,
joined-up from services/organisations, condition specific, access to test
results
- Improved access and access options for services e.g. Primary Care, respite,
community care, help in the home, mental health, autism
- Better communication between professionals, patients and organisations

7. General Survey
• How people would like to interact with their local NHS:
- Data well managed and kept secure
- Results communicated quickly making the best use of technology
- To be able to talk to Doctor/Health professional wherever the patient is
- To access services by phone/computer
- Make appointments online but do not limit options
- To manage personal records

8. General Survey
• The things that are most important:
- “Access to the help and treatment I need when I want it”
- “Choosing the right treatment is a joint decision between me and
the relevant health and care professional”
- “I want to be able to stay in my home for as long as it is safe to do
so”
- “I have absolute confidence that my personal data is managed
well and kept secure”

9. Support for Specific Conditions
• Top three conditions:
- Mental Health
- Long-term conditions e.g. diabetes, arthritis
- Hearing Loss
28.6% said that the support they received when they first
tried to access help met their needs

10. Young People – Key themes
• Waiting times – “I got an appointment 6 months after an emergency referral
(mental health)”
• Communication – “Gave good advice” / “Appointments are not person-
centred”
• Treatment/care – “Emergency Services - good” / “Young adults are
sometimes stuck between transitioning”
• Technology – “Skype is ok” / “Apps to track food, medication, give advice”
• Access to services – “Additional arrangements for those with special needs”
• Capacity – “More staff” / “Longer GP hours”

11. NHS Care in Care Homes – Key themes
• Treatment/care – “Found care given to relative by GP excellent” /
“Continence pads are limited, affecting dignity and also long-term
health”
• Access to services – “Access to chiropodists, dentist, hearing specialist
ad hoc and hit and miss. Not all homes provide this” / “No access to
physio or OT”
• Attitude of Staff – “Staff work really hard”
• Communication – “Communication between health staff and homes
and social care poor so no one knows what is going on for residents”

12. • Evidence how this feedback has informed the 5-year strategic refresh
• Communicate how this feedback has informed the 5-year strategic
refresh

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Together We’re Better
Health and Care in
Staffordshire and
Stoke-on-Trent
David Pearson
Vice Chair
13

14. Together We’re Better is
one of 44 Sustainability and
Transformation Partnerships
(STPs) in England.
Local NHS and local
government organisations,
working with independent
and voluntary organisations
to transform local health
and social care.
14
Who we are
One partnership – one plan

15. 15
Our vision
“Working with you to make Staffordshire and Stoke-on-Trent
the healthiest places to live and work”.
• Support you to stay well and
independent by focusing on
preventing ill-health and to self-care
• Treat you as a person, not as a set
of health conditions or social care
needs
• Make sure we are there when you
need us, at the right time and in the
right place
• Make health and care support
available closer to your home
• Give mental health equal priority
to physical health and wellbeing
• Make sure your experience of
health and care is the best it can be.

16. 16
Our journey

17. 17
Why change is needed

18. 18
Buildings
Digital
Finance
Workforce
• Demand is outstripping supply
• Ageing workforce
• Increased travelling time
• Agency costs
• Training
• Recruitment
• Supporting and retaining
our workforce
Challenges Opportunities
• System finance deficit
• We spend more than we receive
• Missed GP appointments cost
the NHS £216m a year across
England
• Supporting people in their
community not in hospitals
• Investing in technology
• Helping people to self-care
• Different systems
• Justifying the cost of investment
• The right infrastructure
• Integrated care records
• Empowering people to use
technology
• Working more efficiently
• Maintenance
• Not designed for today’s
demands
• Working separately is not an
efficient use of resources
• Working together to be more
efficient
• Designing services that
make best use of resources
• Technology
Our challenges and opportunities

19. 19
What services are we talking about?
From listening to our clinicians, partners and local people, we have
identified services that we need to think of delivering differently:
Urgent and emergency care
Integrated community services
(South and East Staffs)
Community hospitals (South Staffs)
Maternity services
Planned care
Mental health services
Five year plan
Any other health and
care services, including:
Children and young
people
Prevention

20. 20
One conversation
No options or proposals
at this stage
12-week listening exercise (3 June-25 August):
• What is important to you about local health and care
• What you think works well
• What you think should be improved

21. 21
One conversation: summary of activity
*As of 30 August 2019

22. 22
Emerging themes – what’s working well
• NB: The above provides a snapshot of themes – a detailed analysis and
coding of all feedback received is now underway

23. 23
Emerging themes – to be improved
• NB: The above provides a snapshot of themes – a detailed analysis and
coding of all feedback received is now underway

24. 24
Next steps
Our public conversation was held between the 3 June and 25 August. This is the
start of our formal involvement process.
We will use your feedback to help us deliver change across health and social care
and to ensure we meet patient needs and provide a positive patient experience.
We will work with professionals from the health, community and local authority
organisations to ensure any future proposals are:
• realistic
• affordable
• in line with national ambitions
• clinically sustainable.
Your feedback will be
reviewed by our Board and
the CCGs’ Governing
Bodies in Autumn 2019.

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Thank you and questions
2525

26. Areas of Focus 2019/20 –
Paul Astley
Engagement and Information Lead

27. Delivering for
You
(from a projects perspective)

28. Interpretations • Healthwatch is the
independent consumer
champion for both health and
social care.
• Healthwatch is the
independent champion
created to gather the public
and patient's experiences of
using local health and social
care services.
• Healthwatch is the Consumer
Watchdog for Services.
• Healthwatch promotes the
involvement of people in the
commissioning of health and
care services locally. It
monitors the standard of
provision of services and
works with patients to produce
reports and recommendations
as to how and what services
ought to be improved

29. Delivering for You
“I came to Healthwatch Stoke
because I didn’t want it to happen to
someone else” – Service User

30. “I would like the service to be
improved.”
Delivering for You

31. Recommendations
for Service Change

32. Examples of Healthwatch
Stoke-on-Trent Remit
Over the last 4 years -
People shared stories
with us about different
aspects of over 140
services

33. Identify area of
focus with
providers/experts
and design a
project in
partnership
• Able to tap into expert knowledge of the service.
• Generate achievable recommendations (within context)
• Have simpler access to people that use the services concerned
for surveys etc.
• Listening to patients means more efficient services with less
complaints.
• Services are improved for patients
The ideal

34. Challenges
• Significant differences in culture across different organisations when it
comes to dealing with patient feedback.
• Taking a reactive approach.
• Not understanding the value of objective
feedback.
• Protectionism.
• Blaming.
• Organisations won’t always buy in to partnership approach
because they want sole ownership of outcomes (not as a result of
intervention).

35. The plus side
We are often able to work according to the ideal.

36. Areas of Focus 1
• Prescriptions/Pharmacy
• To understand the experiences of patients accessing prescriptions/
medication.
• To understand the barriers to patients being able to access prescriptions/
medication and other pharmacy services.
• To understand the ways that patient experience of accessing medication and
pharmacy services can be improved.

38. Areas of Focus 2
• Community Mental Health Services (MH volunteer group)
• Understand the patient journey when accessing community mental health
services at Greenfields and Sutherlands Centre.
• Generate opportunities for service improvement.

40. Areas of Focus 3
• Care in the Home
• Understand the experiences of service users accessing NHS and social care
services in the home.
• Generate opportunities for service improvement.
https://www.thinklocalactpersonal.org.uk/makingitreal/

41. Help us
• Visit our website (use our Feedback Centre)
• Share your stories
• Share your opinion

42. The value and importance of our
volunteers
Dave Rushton
Engagement and Information Lead

43. Royal Stoke
University
Hospital
Community
Hospitals
Stoke CCG
North Staffs
CCG
North Staffs
Combined
Healthcare
Trust
Stoke-on-
Trent City
Council
GP Surgeries
Care and
Nursing
Homes
250,000 population
Who do we work with?

44. A few Volunteer activities during the year
• Sanity Fair
• Hartshill Community Festival
• Community days – Sneyd Green, Floral Hall etc
• Transgender event at Staffs University
• Diabetes UK
• NSCHT meetings
• Drop in sessions – Headway, Sutherland Centre etc

45. Some Enter and View visits…
• Brighton House
• Royal Stoke Wards 78 and 79
• Bradwell Hall
• Trentham Mews

46. Project work
• Care navigation
• CQC Local Systems Review
• NHS Long Term Plan

47. Could YOU volunteer with us?
Please speak after the meeting or contact us on 01782 683080
Thank you