Annual General Meeting 22 nd September 2016

Overview of reports published responses to support findings 1000 comments and reviews of services from general engagement Attendance at 83 engagement events 100 people signposted to services to suit their individual needs New and improved website Volunteers have undertaken Place Visits, undertaken Enter and View Visits & Complaints Audits, reviewed Quality Accounts & attended numerous meetings on behalf of Healthwatch Norfolk Election of new Board

What to our stakeholders think of us? Undertaken 360 degree survey Enables us to understand how we are doing and identify areas for improvement and development Provides a framework to help us and our stakeholders, such as those that commission us to discuss our impact and effectiveness Helps Healthwatch England understand the quality of practice across England and to direct its resources to areas that require support or improvement Enables local Healthwatch that are leading on innovative and influential areas of work to be identified and for their work to be shared across the network to provide inspiration, leadership and support.

What did we ask about? Strategic Context and Relationships – Having a strong understanding of the strengths and weaknesses of the local health and social care system is critical to the success of local Healthwatch. Community Voice and Influence – Local Healthwatch enable local people to have their views, ideas and concerns represented as part of the commissioning, delivery, re-design and scrutiny of health and social care services. Making a Difference Locally – A local Healthwatch needs to formulate views on the standard of health and social care provision and identify where services need to be improved by formally or informally collecting the views and experiences of the members of the public who use them. Informing People – A core part of the role of local Healthwatch is to provide advice about local health and social care services to the public. Relationship with Healthwatch England – Local Healthwatch work with Healthwatch England to enable people’s experiences to influence national commissioning, delivery, and the re-design of health and social care services.

Strategic Context and Relationships Quality statements for local partners A. Local partners, including commissioners and providers of health and social care services, feel that they understand the rationale behind Healthwatch Norfolk priorities. B. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk brings added value to their work thanks to its unique perspective. C. Local partners, including commissioners and providers of health and social care services, feel that key decision makers within their organisations have collaborative relationships with Healthwatch Norfolk that allow information to be shared and concerns to be addressed. D. Local commissioners and providers of health and social care services feel that Healthwatch Norfolk brings a distinct contribution to decision making structures in the local system.

98% ‘Strongly Agree’ or ‘Agree’ with the statements regarding Strategic Context and Relationships. 2% ‘Neither Agree nor Disagree’ Strategic Context and Relationships “We have Healthwatch members on many of our Committees for different provider organisations and their input and expertise is extremely valuable. Healthwatch bring a robust and independent challenge to discussions.”

Community Voice and Influence Quality statements for local partners E. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk demonstrates added value through its work engaging local people. F. Local partners, including commissioners and providers of health and social care services feel that Healthwatch Norfolk pays particular attention to seldom heard groups. G. Local partners, including commissioners and providers of health and social care services, feel that they can confidently promote Healthwatch Norfolk through their own media channels. H. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk bases its insight on the experiences of local people. I. Local partners, including commissioners and providers of health and social care services, feel that local people are involved in the delivery of Healthwatch Norfolk as volunteers, spokespeople and committee members. J. Local partners, including commissioners and providers of health and social care services, feel that the work of Healthwatch Norfolk enables local people to actively participate in commissioning, delivery and scrutiny of local health and social care services.

Community Voice and Influence All respondents believe HWN demonstrates added value through its work engaging local people. All ‘Strongly Agree’ or ‘Agree’ that local people are involved in the delivery of HWN as volunteers, spokespeople and committee members. “Healthwatch actively engage with the local community via a variety of communication routes and ensure the local community voice is listened to and acted upon.”

Making a Difference Locally Quality Statements for local partners K. Local partners, including commissioners and providers of health and social care services, feel that the activities of Healthwatch Norfolk bring added value through the incorporation of strong public voice – particularly from seldom heard people and communities. L. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk feedback and reports are constructive, independent and clear about the rationale for the evidence used. M. Local partners, including commissioners and providers of health and social care services, feel that they have been involved in the production of Healthwatch Norfolk insight reports in an appropriate and timely way.

Making a Difference Locally All respondents believe that Healthwatch Norfolk activities bring added value through the incorporation of strong public voice. 85% of respondents ‘Strongly Agree’ or ‘Agree’ that HWN feedback and reports are constructive, independent and clear about the rationale for evidence used. “We are always involved in key projects and asked for feedback on reports.”

Informing People Quality Statements for local partners N. Local partners, including commissioners and providers of health and social care services, feel that the signposting, information and advice service provided by Healthwatch Norfolk has a clear and distinct role that complements those provided by other local health and social care information and advice services. O. Local partners, including commissioners and providers of health and social care services, feel that the signposting, information and advice service provided by Healthwatch Norfolk makes a clear contribution to ensuring that the voice and experience of easily ignored and marginalised groups is heard. P. Local partners, including commissioners and providers of health and social care services, feel that that the signposting, information and advice service provided by Healthwatch Norfolk is delivered to high standards through the quality of information and advice provided, referral to other providers, and the way in which personal information is recorded and used. Q. Local partners, including commissioners and providers of health and social care services, feel that that the signposting, information and advice service provided by Healthwatch Norfolk is used to provide an insight into gaps in local information and advice services so that they can be addressed.

Informing People All respondents feel that the signposting, information and advice service provided by HWN has a clear and distinct role that complements those provided by other local health and social care information and advice services.

Relationship with Healthwatch England Quality Statements for local partners R. Local partners, including commissioners and providers of health and social care services, feel that when Healthwatch Norfolk has escalated an issue to Healthwatch England this has helped the local health system improve. S. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk has helped place local concerns into a national policy and practice context through their relationship with Healthwatch England. T. Local partners, including commissioners and providers of health and social care services, feel that Healthwatch Norfolk has used its relationship with Healthwatch England to strengthen the development of good practice internally, within the local Healthwatch network and within the local health and social care system.

Relationship with Healthwatch England 46% of respondents selected ‘Don’t Know’ to the statement: Stakeholders feel that when Healthwatch Norfolk has escalated an issue to Healthwatch England this has helped the local health system improve. “Healthwatch makes a very positive contribution to the QSG meetings and endeavours to affect change and challenge the status quo”

General Feed back from the 360 Survey Invaluable contribution by HWN to our Task and Finish Workforce and Stroke Committee Group – Health Overview and Scrutiny Committee HWN’s independence and expertise is extremely valuable. HWN bring a robust and independent challenge to decisions – West Norfolk Clinical Commissioning Group They help us scrutinise the delivery of NHS Services – Norwich Clinical Commissioning Group HWN actively engage with the local community via a variety of communication routes to ensure the local community voice is listened to and acted upon – QEH Kings Lynn Audits and visits to Providers are based on direct feedback from the public and more specific groups – Norfolk & Suffolk Foundation Trust HWN make a very positive contribution to the QSG meetings and endeavour to affect change and challenge the status quo – National Health Service East of England HWN reports are used alongside other stakeholder feedback to inform Commissioners on how services should be designed and delivered – Norfolk County Council

The future challenges…… An open and honest debate, that involves the public about the health and social care services we need, what as a county and nation we can afford and how best to provide them – but that is hard to do……. So Healthwatch Norfolk will…….. Continue to reflect opinions honestly and transparently and advise those making decisions to involve our communities in the process in meaningful ways and we will capitalise on the desire of local peoples’ willingness to engage and to work with people as partners for change.