annual report 2019-2020 - healthwatchtowerhamlets.co.uk · care system so health outcomes meet your...
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Annual report 2019-20
Guided by you
Contents
Executive Summary 3
Message from our Co Chair 4
Our priorities 5
About us 6
Highlights from our year 8
How we’ve made a difference 10
What would you do 11
Making your voice heard 13
Urgent Care 15
Sexual Health 17
Young Influencers 19
Helping you find the answers 20
Our volunteers 24
Our finances 27
Our plans for next year 29
Thank you 31
Contact us 32
Guided by you | Healthwatch Tower Hamlets 2
Over 7,000 local people shared their experience of health and social care services. We used these to complete 17 reports; making 127 recommendations for service improvement across maternity, children's, adults and older peoples services.
We fed the resident voice into the NHS LongtermPlan and supported the development of resident designed outcomes to measure local health and care providers.
Guided by you | Healthwatch Tower Hamlets 3
We prioritised work into understanding why accessing healthcare can be so difficult for local people and how it could be improved. Our work on digital access has been used extensively to inform new ways of working as Covid has drastically changed face to face consultations.
We continue to provide advice on how these changes may impact on different groups within our community.
We have provided the only source of real time feedback from local residents of their experience Covid 19. We will continue to use this information to improve service design now and in the future.
You can find all of our reports here https://www.healthwatchtowerhamlets.co.uk/our-work/documents/
Sexual health
What next?
Urgent Care
Executive Summary Community insights
Our user insights on sexual health led to improvements in information, administration privacy, test result access and the Gynaecology Ward lay out at the Royal London.
Our Young Influencers helped co-design a mental health in schools programme and a dedicated young peoples GP service.
Young people
Message from our chair
Because of our work with GPs and the hospital to increase and
improve access by phone and video we think we are in a better
position in Tower Hamlets to adapt to new approaches to care.
We will be asking local people what the impact of these
changes are for them.
The professionals we work with have told us that we matter
and are making a difference to society. By personal experience
and observation, I think that we are a valued, effective and
relevant organisation which empowers the patients and the
public, through feedback, to have a direct impact and, thus,
change the care system for the better; a system which only
exists to serve the needs of the community.
By collecting the evidence and people's stories, we can show in
a clear and understandable way, a picture of how the
community is using the services that are provided to promote
their health and well-being. We all know the problems of living
in a deprived inner-city area but by working together we will
find answers for the difficult times that lie ahead.
I commend the report to you and hope our work will stand the
test of difficult times to come.
Thank you for supporting us.
David Burbidge
Healthwatch Co Chair
Guided by you | Healthwatch Tower Hamlets 4
Listening to the voice of local people is even more important in this crisis if we are not going to leave people behind.
This year the world
turned upside down due
to a virus that caused
chaos, fear and death.
The response was, first
we must protect the
capacity of our health
care system, then search
out the virus and
eradicate it.
Our priorities
Guided by you | Healthwatch Tower Hamlets 5
The ‘What would you do?’ report was really good because it set out the
principles that Healthwatch has always been good at which is not about
people coming to Healthwatch but Healthwatch going out to where people
are .’ Somen Banerjee Director of Public Health
Improving sexual health services by understanding users’ experiences.
Supporting young people to design health and care services to meet their needs.
What would you do – gathering local insights to influence neighbourhood, local, regional and national wellbeing improvement plans.
Making your voice heard by feeding your insights across the health and care system so health outcomes meet your needs.
Last year 3,594 people told us about the improvements that they would like to
see health and social care services make in 2019-20. These were our five
priorities for the year based on what you told us.
Improving urgent access to GP and A&E services.
About us
Here to make care betterThe network’s collaborative effort around the NHS Long Term Plan shows the power of the Healthwatch network in giving people who may find it hardest to be heard a chance to speak up.
The #WhatWouldYouDo campaign saw a national movement, engaging with people all over the country to see how the Long Term Plan should be implemented locally. Thanks to the thousands of views shared with Healthwatch, we were also able to highlight the issue of patient transport not being included in the NHS Long Term Plan review – sparking a national review of patient transport from NHS England.
We simply could not do this without the dedicated work and efforts from our staff and volunteers and, of course, we couldn’t have done it without you. Whether it’s working with your local Healthwatch to raise awareness of local issues, or sharing your views and experiences, I’d like to thank you all. It’s important that services continue to listen, so please do keep talking to your local Healthwatch. Let’s strive to make the NHS and social care services the best that they can be.
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I’ve now been Chair of Healthwatch England for over a year and I’m extremely proud to see it go from strength to strength, highlighting the importance of listening to people’s views to decision makers at a national and local level. Sir Robert Francis, Healthwatch
England Chair
Our vision is simple That local people shape health and social care support to better meet their needs and the needs of their community.
Our aim To be the voice of local people within health and social care.
Our approach People’s views come first – especially those who find it hardest to be heard. We will identify problems and priorities based on community insights and work collaboratively and constructively with health and care partners to actively seek solutions.
How we find out what matters to youPeople are at the heart of everything we do. Our staff and volunteers identify what matters most to people by: • Visiting services to talk to users and see how they work• Running surveys and focus groups • Going out in the community and working with
other organisations
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Find out more about us and the work we do
Website: www.healthwatchtowerhamlets.co.uk
Twitter: @HWTowerhamlets
Facebook: htps://www.facebook.co/Healthwatch-Tower-
Hamlets-436763663344717/
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Highlights fromour yearFind out about our resources and the way we have engaged and
supported more people in 2019-20.
287 volunteershelping to carry out our work. In total, they gave up 1,080 number of hours.
We employed
5 staff60% of who were full time equivalent, which is a 10% increase from the previous year.
We received
£179,716 in funding from our local authority in 2019-20, this was the same asthe previous year.
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Health and care that works for you
7,200 people shared their health and social care experience with us, almost 50% more than last year.
5,191 people accessed Healthwatch advice and information online or contacted us with questions about local support, five times more than last year.
20,057 people engaged with us through our website, 13,025 people engaged with us through social media, and 1,053 people engaged with us at community events.
We published
17 reports about the improvements people would like to see made in health and social care and, from this, we made 127 recommendations. You can find all of our reports here https://www.healthwatchtowerhamlets.co.uk/our-work/documents/
Reaching out
Making a difference to care
Providing support
How we’ve made a difference
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What would you do
People told us they:
prefer to walk to stay healthy.
would like more services under the same roof as their GP.
would consider using an app to access their GP.
can find it difficult to get the information they need when they need it particularly when they are having mental health or chronic illness episodes.
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Healthwatch did a fantastic job of pulling together a comprehensive analysis of the issues which mattered to local residents. There was a depth and breadth to this analysis which is not always the case in patient experience research which was very helpful. Insights from this work fed directly into the co-development of the Tower Hamlets Together Out of Hospital strategy.Dr Simon Munk, Consultants, Carnal Farrar
The NHS wanted patients to help them develop a Long Term Plan and Tower
Hamlets Health and Wellbeing Board wanted to know what would improve local
people’s wellbeing.
We talked to over six hundred people at local markets about what they would do to
improve their health and the health of their local community.
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The ‘What would you do?’ report was really good because it set out the principles that Healthwatch has always been good at which is not about people coming to Healthwatch but Healthwatch going out to where people are - and that’s why they get really good engagement. They got over 300 people which means that when Healthwatch say something it’s got a weight behind it.Somen Banerjee, Director of Public Health
The What would you do ideas have led to:
better mental health, substance misuse, early years, homeless, young peoples and health and housing services.
a set of service measures for service providers designed by residents to meet their priorities.
better informed local, regional and national NHS planning with a focus on digital access and inequalities.
a greater focus on air pollution and active transport policies.
increased digital service access for those who want it.
Because we are able to better inform health and care providers of local needs and the outcomes that are important to residents, people are better supported to stay as healthy as possible and receive services that are more joined up at a local level.
Our reports have been considered by the Health and Wellbeing Board and the Tower Hamlets Together Partnership life course boards and help set the strategy and priorities for local health and care services. They are heavily referred to in NHS and Council plans and have established us as the key voice of local residents in terms of health and wellbeing in the Borough.
What next
We’re gathering the experience
of residents experience of Covid
19 to help the health and care
system respond to Covid,
support recovery planning and
inform the new normal.
Making your voice heard
Guided by you | Healthwatch Tower Hamlets
Our community insights system provides
the only local source of patient and user
experience data across all aspects of
health and care. With over 30,000
comments from a wide range of sources
including: surveys; case studies;
interviews; social media; and online, it
has allowed us to build a comprehensive
picture of user experience, identify gaps
and measure whether outcomes are being
achieved over time. It includes wider
health and wellbeing issues such as
housing and employment and can
be analysed according to demographics,
provider and conditions.
Our insights have helped improve:
GP access through understanding
demand for phone triage and online
services.
Hospital Outpatients by identifying
the need for better admin and
information.
understanding of the risks and
concerns of older people and how to
tackle them.
13
Healthwatch data is crucial to our GP quality improvement programme. It allows patient experience to be measured over time, across the care journey with reference to life course, demographics and equality groups. It is the only source of patient experience data we have immediate access to and enables us to have patient improvement as a key aspect of continual test and change. This offers a crucial narrative to inform our wider quantitative feedback, and is without doubt one of the sources of data we most value and trust. Virginia Patania Tower Hamlets CCG Board Member, WEL Board Member, GP Care Group Board member
To design good health and care services you need to know what it feels like to receive the service and how users think they could be improved. You especially need to hear from people who would not normally speak out. We’ve been working hard to bring a range of residents’ insights together in one place so that nobody designs services without community insights.
Local people’s feedback on GP services during the Covid
pandemic.
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We are now recognised across the
Borough as the lead agency for the
provision of resident and patient centred
intelligence on health and wellbeing.
Local peoples’ views are included in the
needs’ assessments and plans developed
by Public Health, THT, CCG, WEL. They
feed into a broad range of strategies
across the Council including childrens,
transport, air pollution, liveable streets,
and physical activity and sport. They have
informed better health programmes for
young people, homeless and substance
misusers, local neighbourhoods, sexual
health, mental health, and women’s
services.
Healthwatch Co Chair and staff presenting at the Health and Wellbeing Board
Healthwatch have helped us form our Joint Strategic Needs Assessments (JSNA) that talk about what’s going on with specific health issues. Joanne Starkie Head of Strategy and Policy – Health, Adults and Community Services
What next
Greater community insights’ sharing
with partners feeding in their own
insights, accessing the insights data
themselves and agreeing where there
are gaps and working together to fill
them would greatly improve community
led design.
We have the most comprehensive set of
insights of people’s experience of Covid
19 and we will continue to feed the
voice of local people into the recovery
planning to ensure our health system is
the best it can be in the future.
We would like to:
see our evidence used to support
greater resident representation across
decision making bodies and stronger
community voice in the co-design and
production of services.
be able to work more effectively with
our neighbouring Healthwatch to
provide joined up community insights
at a regional level.
offer to manager other organisations’
community insights data.
Urgent care
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From working on our GP access report we understood that people were struggling to
get appointments within what they felt was a reasonable timeframe. We wanted to
know more about what impact this was having on other parts of the urgent care system.
Their reports were balanced and gave praise where it was due while ensuring that the areas of poor patient experience were clearly set out with practical recommendations on how to improve them. Chris Banks, Chief ExecutiveTower Hamlets GP Care Group CIC
We tracked how people ended up in A&E and where
they were eventually seen.
We interviewed 197 patients at the
Royal London A&E and Urgent
Treatment Centre (UTC) and
analysed 283 comments
from websites our outreach
and Barts Complaints and
Compliments.
We learnt that:
Many patients appear to seek advice from a GP or 111 before accessing urgent care services.
Two thirds of patients seen in UTC and nearly a quarter seen in A&E would’ve preferred to have been seen at their GP surgery.
Over half of those seen in the UTC felt that they could have been seen in a Minor Injuries Unit.
Patients who accessed urgent care services feel well-supported in receiving the care they need. They trust that they are being treated by competent medical professionals, and believe they receive a high standard of medical care.
Patients are unhappy with the length of time they have to spend in A&E; while opinion of waiting times in the UTC is mixed.
Guided by you | Healthwatch Tower Hamlets 16
Communication with medical
professionals can be poor in both
settings and, as a result, patients may
feel a lack of involvement in their
care.
A few A&E service users commented
upon insufficient staffing levels,
nurses being rushed or lacking
empathy and patients not receiving
pain relief when they needed it. Many
of the patients who gave negative
feedback related this to a belief that
staff are overworked and under too
much pressure.
We recommended that they:
Improve access to urgent GP-based
care including telephone and online
consultations.
Integrate minor injuries units into GP
hubs rather than referring or
signposting patients to the UTC.
Improve triage in GP surgeries.
Consider a single point of access e-
triage mechanism allowing patients
to book same-day GP appointments,
hub appointments or signpost
towards appropriate urgent care
services.
What impact did it have?
Our insights on patient flow enabled the
hospital and GPs to act quickly in the
Covid pandemic to increase phone triage
and online appointments. They had a
better understanding of what did and
didn’t work for particular patient groups
in relation to digital access. This may
also help prevent patients going to
alternative services such as GP at Hand
and prevent crucial resources being lost
to the Tower Hamlets care system.
We asked people where they would’ve liked to have been seen and based on their preferences
we mapped how an urgent care system might be managed..
Sexual Health
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We spoke to 66 sexual health service
users and 72 gynaecology patients
identifying 382 comments.
We visited;
Sylvia Pankhurst Centre at Mile End
Hospital
St. Andrews Sexual Health Satellite
Gynaecology Outpatients, Emergency,
and Inpatient Ward
Ambrose King Centre
Sexual health recommendations:
Clarify services available from GP
versus Barts Health satellite clinics and
simplify the online booking system.
Inform and encourage patients to use
satellite clinics.
Make the termination process clear.
Undertake cervical screening alongside
contraception services.
Improve telephone services at
Ambrose King.
Develop a text-based system for test
results not requiring follow-up and
appointment reminders and locations.
Hospital gynaecology
recommendations:
Improve administration processes both
with patients and between
professionals and departments
Be clear who patients can ask for
information about their diagnosis,
condition and treatment.
Change the policy of using Ward 8C
for overflow and the emergency
gynaecology recovery and consultation
rooms for outlier beds.
Sexual health services were difficult to understand and navigate and we wanted to gather community insights to help re-design a more integrated service.
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Avoid moving patients at night, if they
must be moved, limit the amount of
noise and disruption caused.
Ensure patients understand food
choices and they receive the food
they ordered.
Consider a Royal London Hospital App
providing patients information on how
wards function, food menus, link to
NHS information, entertainment,
library services etc. Volunteers to
support less digitally confident.
What difference did it make?
• They updated the East London sexual
health website with accurate
information.
• They plan to move to a centralised
call function with dedicated staff to
answer patient calls.
They introduced Inform Patient kiosks
and online registration to improve
patient confidentiality and give
patients the choice to self-book
in. Some reception areas are now
separate from the waiting areas.
Patients can now get results sent by
text message with an average three
day turnaround.
They opened eleven beds as winter
surge beds to reduce the need for
patients to be placed on Ward 8C and
protect day surgery and Emergency
Gynaecology.
Ward 8C is being remodelled as a
gynaecology and female abdominal
surgery ward to reduce the variance
in specialities cared for and to assist
in improving the quality of care for
patients and staff.
Healthwatch have been instrumental in getting us where we are with the commissioning of sexual health services. We have invested a lot of money and time improving the physical building of the sexual health services with a greater knowledge of what patients want. Chris Lovett, Deputy Director, Public Health.
Services for young people were being designed without their input and therefore were not necessarily catering to their particular needs. But it’s not easy to gain or retain their interest in the co-design process.
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We developed the Young Influencers –
a group of young people who are
incentivised (through shopping
vouchers, work experience, training
and feedback on impact) and
supported to gather and represent the
views of young people. The young
people develop their own priorities and
run their own social media based
engagement programme.
In the past 12 months they have
worked with:
The Community Mental Health
Team to co-produce a mental
health in schools trailblazer
programme.
Healthy London Partnership and
the Born Well Growing Well THT
Board to co-produce an innovative
Young People’s Primary Care Hub.
Presented insights to Children and
Young People’s Board, THT Born
Well, Growing Well Partnership
Board and the Tower Hamlets
Together Board.
Their research has supported the
establishment of a young person
primary care hub in Tower Hamlets.
Young Influencers
What next
Young Influencers form a part of
every new health programme in the
borough – a sounding board for the
design and implementation of each
project, using our broad reach to
young people across the borough.
I’ve always aspired to be a doctor, so I’m finding being a young influencer and helping people I this stressful time a very valuable privilege. Mehrab
What young people thought should go in a Youth Hub
Helping you find the answers
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Finding the right service can be worrying and stressful. Healthwatch
plays an important role in helping people to get the information they
need to take control of their health and care and find services that will
provide them with the right support.
This year we helped 184 people to get the advice and information they needed either by phone, email, or face to face in the office. Over twenty thousand people visited our website which provides signposting and information through an A-Z directory of services including feedback from other users.
Here are some of the areas that people asked about.
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20%
21%
14%2%
34%
3%5%
Information Advocacy and ComplaintsHospitalMental HealthCommunity SupportGPs and Primary CareCommunity HealthcareSocial Care
Helping people to navigate care when life is difficult
Much of our advice and information work
has been dedicated to supporting people
with complicated lives who find it difficult
to navigate complex health and care
systems. They often suffer from mental
health, substance misuse and housing
problems and find it difficult to manage
their health alongside housing,
employment, benefits and caring for
others. It can be incredibly difficult and
often results in the breakdown of
relationships with the people who are
trying to help them. We plug them into the
right parts of the system and help them to
understand who to go to for help for all
aspects of their care.
It can also be difficult to navigate health
care if English is not your first language.
We worked with the Chinese Vietnamese
community through the Community of
Refugees from Vietnam, East London to
help their large membership better
understand how health and social care
services work and brought together a
range of service providers to meet with
them to understand what they do.
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Community of Refugees from Vietnam, East London organised an event with nearly 90 first generation Vietnamese and Chinese Vietnamese people.
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Contact us to get the information you need
If you have a query about a health or social care service, or need help with where you can go to access further support, get in touch. Don’t struggle alone. Healthwatch is here for you.
Website: www.healthwatchtowerhamlets.co.uk
Telephone: 020 8223 8922Freephone: 0800 145 5343Email: [email protected]
GP Access
Richard had been in a dispute with his and
his mother’s GP Practice and following an
argument with a receptionist he was
removed from the practice. As a result of
not having a GP he wasn’t taking his
regular medications. Richard was upset
and frustrated about the lack of
communication from the system back to
him and called frequently angry and in
tears. We helped both him and his mother
register with another GP practice and put
them in contact with social services to
assess his mother’s care needs.
Mental Health Advice
We noticed a number of people were
phoning up to ask for information about
mental health services they could go to
for support whilst waiting for their follow
up appointment. We wanted to make it
easier for people to find this information
so created an easy flow chart on the
website to help people get the information
they need. Over 5,000 people have
viewed the mental health information on
our website during the year.
Volunteers
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At Healthwatch Tower Hamlets we are supported by over 70 volunteers to help us find out what people think is working, and what people would like to improve, to services in their communities.
This year our volunteers:
helped us to gather insights from over 600 local residents face to face at local street markets and the Idea Stores.
ran regular outreach stalls at the Royal London Hospital to gather patients views.
provided signposting and information at service providers and community events to make sure they are providing people with the right support.
helped support our day-to-day running.
listened to people’s experiences to help us know which areas we need to focus on.
Volunteer with us
Are you feeling inspired? We are always on the lookout for new volunteers. If you are interested in volunteering, please get in touch at Healthwatch Tower Hamlets.
Website: www.healthwatchtowerhamlets.co.uk
Telephone: 0800 145 5343
Email: [email protected]
Women’s birth control
Thanks to a group of volunteers, women’s
contraception services in Tower Hamlets
are being designed with service users’
needs in mind.
Local university students went to talk to
Bangladeshi mothers about their
contraception needs at a series of school
coffee mornings. Through our sexual
health work we’d become concerned that
women were using termination because
they were not accessing effective
contraception advice.
Mothers gain a lot of their contraception
advice from talking to fiends and family.
They often find that the choices offered to
them at the GP are limited and there is
not much time to discuss side effects.
As mothers said post birth was a good
time to discuss birth control, we
suggested more information could be
provided by midwives and health visitors
who may have more time to discuss the
options. This may also be possible at the
baby clinics at GP Practices. This is now
happening.
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Stephanie, Board member
I got involved with Healthwatch Tower
Hamlets when I retired and I wanted to
stay involved in improving the health of
my local community. Being on the Board
gives me the opportunity to use my skills
in a way that directly benefits local people
while at the same time stretching my own
learning and understanding.
Amrin, community researcher
Having the chance to directly interact with
residents to seek out how to help them
meet their needs is empowering. The
support offered by the Healthwatch Tower
Hamlets team is great, my individuality is
valued and encouraged when supporting
the community, and when raising
awareness about Healthwatch and its
services.
Afzal, Young influencer
I’ve been volunteering at Healthwatch
since August 2019 and have met many
new faces and made new friends.
Healthwatch exposed me and other young
influencers to a few problems in the
community that we were not aware of. It’s
been great to add some of our ideas to
help make sure that young people in
Tower Hamlets have positive experiences.
Our volunteersWe could not do what we do without the support of our amazing volunteers. Meet some of the team and hear what they get up to.
Having Healthwatch in our meetings and
people who use services has really
helped to change conversations and
roots them in reality. We might be
talking in quite technical terms and
Healthwatch helps us to think what does
that really mean for people on the
ground who need the support. Amy
Gibbs – Chair of Tower Hamlets
Together
Finances
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We are funded by our local authority under the Health and Social Care
Act (2012). In 2019-20 we received £179,694.
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36.0%
18.0%
18.0%
8.5%
10.5%
Delivering priority projcets
Building community insights
Engaging local residents
Signposting
Bringing about change
£179,694 Total expenditure
Each of the figures above includes an appropriate share of the charities overheads and office running costs.
All income received but not spent has been carried forward.
Our plans fornext year
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We have built a strong evidence base of community insights that have allowed our local health and wellbeing partners to respond more rapidly and effectively to the Covid pandemic.
We’ve completed two reports on
community insights of Covid together
with more specific reports on: mental
health; GPs; hospitals; outpatients, and
digital access as well as reports on
vulnerable and Black, Asian and Minority
Ethnic groups.
We’ve presented our insights at the
Borough Pandemic Committee, the
Health and Wellbeing Board, Tower
Hamlets Together Board; Primary Care
Co-Commissioning Committee and the
Safe Guarding Adults Board and our
reports have been circulated and used
widely by partners.
Thank youThank you to everyone that has helped us put the voice of local people at the heart of decision making particularly:
All of the local people who shared their views and experience with us.
Our hard working Board Members.
All of our amazing staff and volunteers.
the voluntary organisations that have contributed to our work including Tower
Hamlets CVS and Almost Anyhow.
Thank you
Dianne Barham
Healthwatch Tower Hamlets CEO
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Continue to speak authoritatively as the voice of local people on Covid 19 aiding a better recovery and informing long-term improvements.
Improve our Covid signposting and information and our feedback function by building strong links to Tower Hamlets Together directory of services.
Better understand the needs of mental health users in terms of faith, culture and community and their experience of Covid 19 to improve services.
Support our Young Influencers to understand the wider impact of Covid 19 on young people and how they can be helped to cope.
What nextWe want to:
Contact usHealthwatch Tower HamletsWheelchair CentreMile End Hospital275 Bancroft RoadLondon E1 4DG
Office number: 020 8223 8922Freephone number: 0800 145 5343
Email: [email protected]: www.healthwatchtowerhamlets.co.ukTweet us: @HWTowerhamletsLike us on Facebook: htps://www.facebook.co/Healthwatch-Tower-Hamlets-436763663344717/
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Company: 8786829Charity: 1158809© Copyright Healthwatch Tower Hamlets 2020
Healthwatch Tower HamletsWheel ChaircentreMile End Hospital 275 Bancroft RoadLondonE1 3AG
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