Help us to improve health & social care services in Suffolk Have your say: Phone: 01449 703949 Email: info@healthwatchsuffolk.co.uk Web: www.healthwatchsuffolk.co.uk My name is Thank you for inviting me to talk to you this morning about HEALTHWATCH. Has anyone here (apart from Myra!) heard of Healthwatch?  So, by the time I finish talking you should know: How & when Healthwatch Suffolk began What Healthwatch Suffolk does Why Healthwatch Suffolk is important to all of us The difference Healthwatch Suffolk is making How Healthwatch Suffolk can help you to deliver a more rounded, person centred service Please feel free to ask questions as we go along.

Healthwatch Suffolk - Who are we? 07/08/2018 Healthwatch Suffolk - Who are we? Consumer champion for health & social care in the county Independent county wide organisation Not for profit, funded by the Department of Health via the Local Authority who are required to commission a local Healthwatch WHO ARE WE? Consumer champion for health & social care in the county Independent county wide organisation Funded by the Department of Health via the Local Authority who are required to commission a local Healthwatch

Where we came from Health & Social Care Act 2012 07/08/2018 Where we came from Health & Social Care Act 2012 Healthwatch England – a department of the Care Quality Commission local Healthwatch in every County and Unitary Borough Each local Healthwatch is different reflecting the difference in demographics between areas But all are about using patient voice in improving and shaping services locally WHERE DID WE COME FROM? – The Health & Social Care Act 2012 Established April 2013 152 local HWs in England, one for each local authority and unitary borough. There is also a national HW, HW England (putting together information from local HWs and looking at the big picture nationwide). The Care Quality Commission (CQC) regulates health and social care services and inspects these services regularly.

What we do Information & Signposting Engage with the public 07/08/2018 What we do Information & Signposting Engage with the public Gather feedback, face to face, via our website through Trip Advisor style interface, and via professional colleagues Look for wider trends Our two main roles are Signposting and information within the health and social care system – mainly done via the office, but Community Development Officers also signpost the people they meet as appropriate. Improve services But how do we know which services aren’t performing as well as people would like? And which ones are working really well and are models of good practice? By gathering feedback from people about their experience of using any publicly funded health and/or social care service. We engage with the public using a variety of methods – Gather feedback from local people about health and social care services they use – give people the opportunity to tell us about their wishes, concerns and experiences using freepost feedback postcards (available at hospitals, some GP surgeries, libraries, via voluntary organisations, residential care homes, online, facebook, twitter, email or phone. And CDOs are out and about speaking to groups all over Suffolk – synergy cafes, church community cafes, day centres, and so on. And this is where you can help too HWS Website - Our website is a little like Trip Adviser and you can rate the services you use. Enter & View - E&V is another mechanism which we use to collect feedback in order to IMPROVE services. We have a statutory power to enter and view, as Authorised Representatives, services that are publicly funded eg a hospital ward, a care home from the point of view of the service user, carer, relative.. Our Authorised Representatives are HWS volunteers who undergo training. Look for wider trends - use data collected to improve and shape health and social care services in your area Influence – more later on this Build excellent relationships - working with local communities and organisations (like you) to improve engagement with people who are under represented or seldom heard Being the centre of intelligence. Empowering local people to become involved in improving local services Give examples of positive & negative feedback for a local service (eg hospital or GP surgery) – majority of feedback we receive is positive. Lots of great feedback – with detail about what’s good and what didn’t work – to inform providers about how they can make their services even better.

The story of a comment So a customer completes a HWS feedback postcard – what next? This slide shows what happens when someone tells us about their experience of a local health or social care service. We receive feedback, perhaps in person, perhaps directly onto the website, by phone or email. This is recorded ANONYMOUSLY on our new database – unless people want their name to be visible. We look for trends and take these up with providers and commissioners of services. We may do some extra investigative work before doing this and write a report with recommendations. We regularly write to providers copying in commissioners with all the feedback about the service they are providing and ask questions. Providers have to respond within 20 working days and we follow up these responses. We provide information for the SCC Health Scrutiny Committee who ensure the providers they commission are of a high quality; and sometimes collaborate in pieces of work to improve/design services with the NHS / SCC. There is lots of evidence to show that services who listen to the people who use them are better, providing a higher quality service which is more cost effective. When service users are more satisfied, staff tend to be happier and more fulfilled – higher engagement levels and retention. Person centred services work for everyone. Ideal way of sharing any customer concerns and compliments about service changes within pharmacies – ie services being withdrawn and new services being provided. (Current climate)

Powers and Influence We can enter and view any premises where publically funded care is provided to people with the exception of children's social care services We have the right to a response from providers and commissioners within 20 working days. We can escalate issues to the Suffolk Health Scrutiny Committee. The Committee must acknowledge receipt of our concerns and keep us informed of any action it takes. We represent the voice of patients and the public on the Suffolk Health and Wellbeing Board. Our Powers & Influence: Enter & View (as I’ve explained, we have the statutory power to enter and view any premise where a publicly funded health or social care service is provided (other than social care settings for CYP) Statutory Powers 20 day response – when we write to providers or commissioners (the people who choose and buy services) they have a legal obligation to respond to us within 20 working days – telling us what they will be doing regarding our feedback/answering our questions. And if they can’t make the changes we recommend, why not. We represent patient voice at the health & wellbeing board so that local issues are identified and can be addressed but to do this we need to know what people think about local services. We can escalate issues to the Suffolk Health Scrutiny Committee and influence its agenda. The Committee must acknowledge receipt of our concerns and keep us informed of any action it takes. CQC – feedback from HWS informs planned and non planned inspections eg Ipswich Hospital Healthwatch England – all our feedback goes to HWE in order to feed into the national picture and identify countrywide trends that the government will need to address. HWE sometimes instigate special investigations eg Special Inquiry into Discharge from hospital/care homes/mental health wards etc. Further work was taken on in light of information received ie maternity issues

https://www.youtube.com/watch?v=Ox5eZkz Dec8 Outcomes https://www.youtube.com/watch?v=Ox5eZkz Dec8 https://www.youtube.com/watch?v=Ox5eZkz Dec8&list=PLkl3YJq49TkGGW5tbaeS5T0kftiHf Qsb4 Put these links on your desktop as there’s not always wifi available at venues. Play Annual Report Summary video. And video from Suffolk Show if time. Give examples of outcomes

Questions 07/08/2018 Thank you for attending Reminder about becoming a member and how important it is to encourage customers to comment on services as well as feeding back on the services they use themselves. Give out packs for each Health Champ, including: Canvas bag containing Pen Highlighter Leaflets (12 or so) Newsletter Feedback forms (approx. 10 as Myra should have joint logo-d forms to give out.) New freepost labels for Health Champs to use with current joint logo-d cards.