Just in case you missed it.

1. Healthwatch Stoke-on-Trent
Annual Meeting 2017/18
Welcome!
WELCOME

2. Welcome and Opening Comments
Lloyd Cooke
Chair, Healthwatch Stoke-on-Trent

3. Transforming Health and Wellbeing
Andrew Hughes
Joint Director of Strategy and Development
North Staffordshire Combined Healthcare
Trust/GP Federation

4. Healthwatch Stoke-on-Trent
Annual Report 2017/18
Simmy Akhtar
Chief Officer

5. Healthwatch Stoke-on-Trent will enable a strong
voice and provide support to local people and
community and voluntary groups so that they
can influence the way their health and social
care services are planned, purchased and
provided

6. Highlights
• Community Drug and Alcohol Service (CDAS)
• Audiology services
• Homeless access to a GP
• Future of Community Hospitals
• Active participation in community events - Brinsley Befrienders A and E
Charter
• CQC Local System Review

7. Priorities 2018/19
• The future of Community Hospitals
• Staffordshire and Stoke-on-Trent Sustainability and Transformation
Partnership (STP)
• Mental Health
• GP Services
• Promote our Dignity and Respect Charter

8. Projects Officer – Paul Astley

9. Case Study –
Care Navigation

10. Background
• Care Navigation is being rolled out
across North Staffordshire.
• Overview and Scrutiny at Stoke LA
requested a report on its roll out.
• Healthwatch were asked to carry out
the work as an independent body.
• We had four weeks until completion.

11. What is Care Navigation?
Care Navigation is a tried and tested model of care that improves access
to primary care services for patients and reduces GP pressures all in one.
It enables frontline staff to provide patients with more information about
local health and wellbeing services, both within and outside of primary
care, in a safe, effective way.
Care Navigation offers the patient ‘choice not triage’ to access the most
appropriate service first which as we know, isn’t always the GP.
Care Navigators do not make clinical decisions
Providing receptionists with information as to the reason for the
appointment will result in a choice around appropriate services being
offered. If receptionists are able to work with the patients who are willing
to share the information about the reason for the appointment, this will
build confidence in the service, and patients will quickly feedback to
others in the community.
“However, the patient may wish not to give any details about the
problem and that is fine.”

12. Data from the CCG
It is well documented that Primary Care
is under pressure.
In June 2018, 1,721 signposts were made
with a 92% acceptance rate and an
estimated 238 GP hours saved.

13. The Care
Navigation
Situation

15. Source - https://bjgp.org/content/bjgp/63/608/e177.full.pdf
"In practice B, at the request of a senior GP,
receptionists were required to ask every
patient their presenting complaint and note it
on the booking system. Following this rule
put receptionists further into the clinical realm
and brought hostility from patients."

16. Managing our Stakeholders
Overview and
Scrutiny
Patients
Staff

17. • Maintain our independence. We will not compromise our position
through commercial or provider interest.
• We will be free of political influence.

18. Developing our
questions

19. NHS England

20. We decided that we wanted to understand if . .
• Patients felt comfortable sharing details with a receptionist?
• Patients were confident to explain what is wrong receptionist?
• Patients felt confident that the receptionist understood what they said?
• Patients felt supported to get the right help?

21. Whilst booking my appointment I was able to easily
answer questions asked about my illness – CCG
identified surgeries delivering care navigation
(n230)
Whilst booking my appointment I was comfortable
answering questions asked about my illness – CCG
identified surgeries delivering care navigation
(n230)

22. Whilst booking my appointment I was confident
that what I explained was properly understood –
CCG identified surgeries delivering care
navigation (n220)
Whilst booking my appointment I felt supported to get the
right help – CCG identified surgeries delivering care
navigation (n228)

23. Were you satisfied with your experience of making
an appointment? – CCG identified surgeries
delivering care navigation (n223)

24.  Respondents report being largely
comfortable discussing details of their
condition with the GP receptionist, even
though a significant number expressed
disagreement with the practice in principle.
 Overall satisfaction with the appointment-
making process appears to be heavily
affected by things outside of Care
Navigation. Many patients mentioned
difficulties reaching the receptionist with
one reporting over 80 early morning phone
calls.

25.  A small number of respondents reported
being refused GP appointments once they
had explained their symptoms.
"In practice B, at the request of a senior
GP, receptionists were required to ask
every patient their presenting complaint
and note it on the booking system.
Following this rule put receptionists
further into the clinical realm and
brought hostility from patients."
Care Navigation offers the patient ‘choice not
triage’ to access the most appropriate service first
which as we know, isn’t always the GP.
Care Navigators do not make clinical decisions
Providing receptionists with information as to the
reason for the appointment will result in a choice
around appropriate services being offered. If
receptionists are able to work with the patients who
are willing to share the information about the
reason for the appointment, this will build
confidence in the service, and patients will quickly
feedback to others in the community.
“However, the patient may wish not to give
any details about the problem and that is
fine.”

26. Ensuring Learning
• Presented to the Overview and Scrutiny Committee.
• Comment from a GP – “Everyone in the organisation should read this
as it helps to demonstrate challenges faced by the NHS as a whole as
well as individual GP practices”.
• Shared with our national body.
• Will be shared with the Joint Strategic Needs Assessment.

27. Coming Up
• CQC Systems Review
• Community Mental Health
• Social Care

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

29. Volunteers
Dave Rushton
Engagement and Volunteers Officer

30. • Active volunteers 39
• ‘Pending’ volunteers 24
• Enter and View trained 19
• ‘Full time’ Volunteer Co-ordinator left
• A natural decline in numbers – students leaving College, illness etc
• Formed STP/Volunteers group and re-invigorated whole process
And now…
End of 2017

31. Volunteer projects during the year

32. Volunteers – anything else?
• Patient Congress, Keele University
• Focus Groups
• Work with the seldom heard
– Mental Health (Sutherland Centre, Greenfields etc.)
– Headway
– Trans+ community
LOTS!

33. Transgender – who cares? event
• Biggest ever event on the subject – almost 180 attendees
• Local and national speakers, including:
– Mermaids
– Staffordshire Police
– CCGs
– UHNM
• Outcomes:
– Local branch of Mermaids
– CCG funding for awareness training for Health staff
– Further national event for those in education in Spring 2019 (Keele University)
• Impossible without our Volunteers (including Newleaf)

34. Can YOU help?
• Enter and View with the Council – help reduce Homes in Special Measures?
• Community Hospitals – consultation to begin end of 2018?
• STP work – engagement ensuring patient voice starting Spring 2019?
WE NEED YOUR HELP!
Please speak after the meeting or contact us on 01782 683080
Thank you

35. Lunch!