Healthwatch presentation at SIS AGM 2014
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Healthwatch presentation at SIS AGM 2014
- 1. Sussex Interpreting Services AGM Healthwatch Brighton and Hove 25th September 2014
- 2. What is Healthwatch Brighton & Hove? An influencer It gathers what people say, and uses it to help shape health and social care services A supporter It provides information to help people make choices about the health services they use Complaints advocacy It can help you with where to go to make a complaint
- 3. “ You Said, We Did” Feedback from Healthwatch Workshop SIS AGM 2013
- 5. You were concerned about: •Long waiting times. •Not having an interpreter. •Not enough hospital staff available. You Said… ..
- 6. We Did… We carried out an urgent care project and made recommendations. Results…….. Social Services, the Hospitals, Doctors, the Voluntary Sector and the Ambulance Service are working together to improve urgent care services. A supplementary telephone interpreting service. Volunteers in the A&E department.
- 8. •You waited too long to be discharged. •You could have been given more information about services that can help you better manage your condition. You Said… ..
- 9. We did… We carried out a survey, spoke to groups, did an Enter and View of the discharge lounge, and wrote a report making recommendations. Recommendations…we have asked the hospital: to review the discharge process to make sure patients receive a copy of the “Discharge Booklet” to display information about Community and Voluntary Sector Organisations.
- 10. Your GP
- 11. A few people said…. •It can be difficult to get an appointment with your GP when you need it. •You were not confident about the care provided by your GP. You Said… ..
- 12. We did… We carried out an urgent care project – and made recommendations. Recommendations… We encouraged the use of online appointment booking system and longer opening hours to make it easier to get an appointment. We encouraged the use of a single doctor for people with long term health conditions.
- 14. •You had to wait too long for your first physiotherapy appointment. •You were not given enough information about your physiotherapy treatment. You Said… ..
- 15. We Did… We ran a survey, talked to people attending physiotherapy sessions, wrote a report and made recommendations. Results…….. the CCG has reviewed Musculoskeletal Services patient information was improved by encouraging the use of exercise videos and giving more information about what to expect when having physiotherapy.
- 17. Interactive consultation We will now survey your experiences, using voting handsets. This is an anonymous survey and no one will know your individual responses. Please consider your response carefully as votes cannot be changed once made. The survey findings will be used by Healthwatch in our work. The survey findings will be shared with those planning health and social care services.
- 18. What will happen next? A question will be asked. There will be different answers to choose from. Choose the answer which best matches your experience. Press the button on the handset that matches your answer.
- 19. Test To test the equipment is working, please answer the following question …
- 20. 1. Which is the best charitable interpreting service in Brighton and Hove? A. We do Translation B. Interpretation by The Sea C. Sussex Interpreting Services A. B. C. 4% 91% 4%
- 21. Start of the consultation
- 22. Dentistry
- 23. 2. How was your experience of finding an NHS dentist… A. The biggest problem was the waiting time to be seen. B. The biggest problem was finding a dentist that accepted new NHS patients. C. I did not experience any problems. D. I do not have an NHS dentist. A. B. C. D. 14% 24% 17% 44%
- 24. 3. If you have ever been charged money for something at your NHS Dentist….. A. The amount I had to pay was explained and I understood. B. The amount I had to pay was explained but I did not understand. C. The amount I had to pay was not explained. A. B. C. 43% 23% 34%
- 26. 4. If you have any experience of care homes or day centres, did you feel that they gave people enough to do? A. Yes, there were lots of options. B. No, there were few activities and they were repeated. C. No, there was nothing for people to do. A. B. C. 25% 8% 67%
- 27. 5. Was any effort made to make social interactions or activities culturally specific? A. Yes B. No C. Not sure Yes No Notsure 3% 33% 63%
- 28. Child and Adolescent Mental Health Services (CAMHS)
- 29. We would like to hear your experiences of Child and Adolescent Mental Health Services?
- 31. Thank You!
- 32. Contacting Healthwatch Brighton and Hove 32 Healthwatch Brighton and Hove Community Base, 113 Queens Road, Brighton, BN1 3XG Office telephone: 01273 23 40 41 Helpline: 01273 23 40 40 Email: office@healthwatchbrightonandhove.co.uk www.healthwatchbrightonandhove.co.uk www.facebook.com/healthwatchbrightonandhove HealthwatchBH
Editor's Notes
- Hello I am Jane Viner Manager at Healthwatch Brighton and Hove Thank you for inviting us to come back again this year. What this session will cover: An introduction to Healthwatch Brighton and Hove “You Said”, We Did”: feedback from last years SIS AGM An interactive consultation around your experiences of health and social care services
- We listen to your views and concerns about local health and social care services. We use your views to feed-back to the organisations responsible for planning, commissioning, delivering and/or monitoring health and social care services and we hold them to account. We can help you to make informed choices about the health and social care services you use. And refer people to someone to support them in making a complaint
- We worked along side the Clinical Commissioning Group to look at all Urgent Care services including A&E and made a report and recommendations about our findings. It is recognised that waiting times at A&E are a whole system problem – people are going to A&E who may not need to - so the Clinical Commissioning Group have done a big public campaign about the different places that people can attend instead of A&E. Meetings have also been set up with all of the key partners , Ambulance Service, Social Services and Hospital Services and GP’s to talk about how things can be improved (Urgent Care Programme Board & Better Care) Healthwatch attends these meetings to make sure that they are looking at things from a patient and carer point of view – there is still a lot of work to be done – but it is good that all organisations are working together to improve the situation. Case Study to illustrate the situation. Interpreters in A&E – A supplementary telephone interpreting service for overseas language is now also being provided. This would be a great asset for A & E, where the immediacy of need for treatment often means that an interpreter cannot be sourced in a short timescale (although for core languages SIS do very well in responding to emergency situations.) Not enough staff available – As a result of our report the hospital have now got more volunteers in the Accident and Emergency waiting room to chat to people waiting in the wafting rooms, get people drinks and explain the process.
- The information from your-selves at last years AGM, information from our helpline callers and people who contacted the PAL’s service gave us lots of evidence that something needed to be done – so we have just finished work on a report that makes recommendations to the Hospital about how patient discharge can be improved. The hospital have not had the chance to respond to our report so we are not able to give you any results at this stage or distribute copies of the report but we can tell you what we have learnt and how we have asked the hospital to improve. We have asked the hospital to: Internally investigate the culture around discharging patients, specifically the tendency to discharge with little notice, and the knock on effect this has on patient transport, getting medication and time to address patient concerns. Give a case study here ….. Make sure the central discharge lounge and every ward has clearly displayed discharge booklets, and that these are given out as a matter of course for all patients being discharged from the hospital. Place relevant community and voluntary sector information in a prominent place in the discharge lounge.
- We worked alongside the Clinical Commissioning Group and conducted a survey about Urgent Care Services - Wrote a Report and made Recommendations - this included services provided by GP’s picking up on concerns expressed at last years SIS AGM about the difficulty in getting appointments: We sent the Report to the Clinical Commissioning Group – who are responsible for the Quality of services provided by GPs. We asked that they encouraged GP’s to consider: We encouraged the use of online appointment bookings and longer opening hours to make it easier to get and appointment. We encouraged the use of a single doctor for people with long term health conditions. The new GP contracts……………
- Following on from what you said at last years AGM and work that was carried out interviewing patients in physiotherapy out patients departments – we wrote a report and made recommendations about how things could be improved. Following on from our report: The Clinical Commissioning Group who are the people who plan and purchase health care services to meet the needs of people living in Brighton and Hove have also realised that physiotherapy and related services across the city need to be reviewed, so they are working with Mid Sussex and Horsham Crawley CCG’s to provide a new integrated Muscular Skeletal services, waiting times and access to physiotherapy will be one of the key deliverables. Physiotherapy services agreed to improve the information that they are giving people who attend physiotherapy treatment. They explained that they already use a programme called physio tools that allows them to print out personalised exercise regimes for patients. And their plan for the coming year is to upload exercise videos from reputable sources as video reference for patients and have more leaflets which provides info about patient’s condition how to manage it and exercises these have also been made accessible to GPs.
- Give and explanation about the CAHM’s project.
- We are also in the process of getting our leaflets translated into: