duty to report on consultations final

8/2/2019 Duty to Report on Consultations Final

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The best possible health and well-being for people in Lewisham

Chairman: Michael Richardson CB Chief Executive: Gill Galliano

ANNUAL REPORT ON CONSULTATION

2009 2010

Published September 2010

NHS LewishamCantilever HouseEltham Road

LondonSE12 8RN

Copyright Directorate of Engagement, NHS Lewisham

Any part of this document may be published as long as the copyright of NHS Lewisham isacknowledged.

This report was compiled by Kelly Scanlon, Head of Strategic Communications. Many thanks toeveryone who has contributed to this report.


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CONTENTS

1. INTRODUCTION .................................................................................................................................................... 32. WORKING WITH LINKS....................................................................................................................................... 43. OUR VISION FOR HEALTH IN LEWISHAM..................................................................................................... 44. THE SHAPE OF THINGS TO COME ................................................................................................................. 65. UNDERSTANDING THE NEEDS OF OUR POPULATION ............................................................................ 9

5.1 DOWNHAM AND WHITEFOOT ..................................................................................................................... 95.2 VIETNAMESE COMMUNITY ........................................................................................................................ 10

6. PROVIDING THE RIGHT SUPPORT ............................................................................................................... 116.1 THE EXPERT PATIENT PROGRAMME ..................................................................................................... 116.2 PATIENT ADVICE AND LIAISON SERVICE ............................................................................................. 126.3 DOWNHAM ELDERLY HEALTH PROJECT SUPPORTING PEOPLE PROGRAMME .................. 136.4 BREASTFEEDING.......................................................................................................................................... 13

7. HEARING WHAT PEOPLE THINK OF SERVICES ....................................................................................... 147.1 LEWISHAM PEOPLES DAY........................................................................................................................ 14

7.2 WORKING WITH NEW MOTHERS ............................................................................................................. 147.3 PATIENT EXPERIENCE TRACKERS ......................................................................................................... 157.4 NHS CHOICES ROADSHOWS .................................................................................................................... 167.6 COMMUNITY HEALTH SERVICES SURVEY ........................................................................................... 177.7 ARTFUL DODGERS CARDIAC SUPPORT GROUP ............................................................................ 177.8 BOBBY DAZZLERS ....................................................................................................................................... 18

8. INCREASING ACCESS...................................................................................................................................... 188.1 DOWNHAM ELDERLY HEALTH PROJECT ACCESS TO LOCAL SERVICES .............................. 188.2 MANAGING MINOR HEALTH AILMENTS................................................................................................. 198.3 IMPROVING ACCESS TO PSYCHOLOGICAL THERAPIES ................................................................. 208.4 SMILE DENTAL CAMPAIGN........................................................................................................................ 22

9. IMPROVING HEALTH AND PREVENTING ILL HEALTH............................................................................ 229.1 NHS HEALTH CHECK................................................................................................................................... 229.2 HEALTHY START FOR CHILDREN ........................................................................................................... 23

9.3 HEALTH TRAINERS ...................................................................................................................................... 239.4 HEALTHY COMMUNITY COLLABORATIVE CANCER SERVICES ................................................. 249.5 STOP SMOKING ........................................................................................................................................ 24

10. INVOLVING EVERYONE............................................................................................................................... 2510.1 PACESETTERS.......................................................................................................................................... 2510.2 EQUALITY, DIVERSITY AND HUMAN RIGHTS .................................................................................. 26

11. ORGANISATIONAL DEVELOPMENT ........................................................................................................ 2811.1 INTEGRATING HOSPITAL AND COMMUNITY HEALTH SERVICES............................................. 2811.2 STAFF ENGAGEMENT............................................................................................................................. 29

12. OTHER ENGAGEMENT ................................................................................................................................ 2913. MORE INFORMATION................................................................................................................................... 35


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1. INTRODUCTION

We are delighted to publish our first Annual Report on the consultation work we haveundertaken between April 2009 and March 2010. This report records how the views oflocal people have influenced the decisions we have made on planning and delivering localhealth services. We have also decided to use this opportunity to highlight the wide rangeof formal and informal engagement work we do on a daily basis.

In Lewisham we pride ourselves on being a forward thinking organisation that hasambitious plans to improve the health and well being of our residents. Strong local

partnerships are founded on effective engagement and we are committed to involvingpatients and the public in a way that genuinely and demonstrably leads to serviceimprovements. We work with an extensive network of user groups who all play a veryvaluable role through their involvement in the planning and decision making processes.The publication of our 2009 2015 Commissioning Strategy Plan reinforced ourcommitment by ensuring that communications and engagement is an integral part of thesuccessful delivery of our plans to improve health and well being in Lewisham.

This report sets out the wide range of engagement activities we have undertaken in 2009 2010, from consultations across London to small focus group discussions on local healthneeds and how simple changes to the way things are run can make a huge difference tothe patient. Our continued presence at Lewisham Peoples Day the Boroughs annual

community event enables us to meet many local people and get their feedback about theirexperiences of using local health services.

In addition to all these activities, we continue to support ongoing engagement with ourlocal communities and have developed a strong and effective partnership with our LocalInvolvement Network (LINks). Our borough wide Patient and Public EngagementSteering Group helps us to monitor and evaluate our engagement work and the objectivesset out in our Communications and Engagement Strategy.

The publication of the NHS White Paper Liberating the NHS has placed an even greateremphasis on the need to involve the public and patients in all aspects of their care, serviceplanning and delivery, in order to increase understanding, quality and improve healthoutcomes. We believe that in Lewisham we have set in place the foundations to enableus to continually develop the ways in which we involve local people, ensuring that everypart of our diverse community can be heard and has the opportunity to contribute.

Michael Richardson MB Gill Galliano Magda MooreyChairman Chief Executive Chair Professional Executive Committee


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2. WORKINGWITHLINKS

In NHS Lewisham we recognise that sometimes people who use health services dont feelthey have a strong enough voice to challenge health services or to change aspects of theirhealth or social care.

We already have a very successful Patient Advice and Liaison Service (PALS) but wantedto make it easier for those people who wouldnt necessarily contact PALS to be able togive feedback on their experience of using local health services. We have therefore beenworking closely with Lewisham Local Involvement Network (LINk) (a network of over 1200people, organisations and groups who represent the views and ideas of local people) toestablish additional ways of meaningfully collecting feedback and using it to influence

service delivery or change. In conjunction with LINks we have developed a database thatcaptures patient feedback across all health services in the borough. This pioneeringmethod of capturing and using patient feedback in the commissioning process has led tonational interest.

For more information on Lewisham LINks, visit their website at www.lewishamlink.org.uk

3. OURVISIONFORHEALTHINLEWISHAM

In 2009, we reviewed our organisational vision in order to make it more meaningful topatients, the public and partners, and sharper and more delivery focused.

Our review took account of the views of Lewishams patients, public, clinicians, staff andcommissioning partners. This built on the previous extensive engagement work that tookplace in 2008 to develop the Lewisham Joint Strategic Needs Assessment andCommissioning Strategy Plan.

In the autumn of 2009, we held two engagement events with the public, LINks, LewishamCouncil, Hospital and voluntary sector representatives. At these events we gatheredfeedback on our vision. We were asked to include in our plans more about people takingresponsibility for their own health, quality of services (GP services in particular) andfairness of care for all. We combined this feedback with the results of a prioritisationprocess to help us decide which areas we should focus on over the next five years and to

develop our new vision and values.

Prioritisation

At our first event we explained why we would need to prioritise the delivery of ourorganisational goals and initiatives and asked local people how they would like to beinvolved in our prioritisation process, their feedback was that they wanted:


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To be involved. Information to be presented in a simple and standard way.

To be able to question clinicians and local health experts.

In response to this, and following a board seminar agreeing our approach to prioritisation,we held our second event where our goals and initiatives were presented simply and withenough information to allow meaningful debate on priority areas. Time was spentpitching each goal to the public, followed by table discussions and keypad voting onwhere we should spend our money. This was followed by a challenge session askingparticipants to justify to each other why they had made certain choices. An expert panel ofdoctors and strategy planners then answered questions. This was followed by a finalround of voting.

The discussions and challenge served to change how the public had voted, although their

top priorities of Improving Mental Health (Improving Access to Psychological TherapiesIAPT), Long Term Conditions (Diabetes) and reducing premature deaths from cancer(Breast) were unchanged.

The graph below shows the results of the second round of voting from the event alongsidethe views of our Senior Management Team, Trust Board and Professional ExecutiveCommittee.


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The outcomes of this work was included in the review of our Commissioning Strategy Planand helped us decide which health goals NHS Lewisham would focus on improving over

the next five years. The prioritisation criteria used to select goals was:

Reach

Cost

Effectiveness

Deliverability

Equity

When making the decisions on prioritisation the following was agreed:

Cannot be done by numbers has to be a judgement.

Differing views from stakeholder groups, but some areas of agreement. Senior Management Team should decide what recommendation to make to the

Board as part of the Strategy Plan.

Decisions should be explained and will be fed back to the public.

Following this process, the goals were prioritised as follows:

1. Circulatory Diseases2. Mental Health3. Long Term Conditions (incorporating delayed transfers of care)4. Children and Young People5. End of Life

6. Cancer screening7. Teenage pregnancy

For a full copy of the report on the outcomes of these events, please call 020 7206 3209.

4. THESHAPEOFTHINGSTOCOME

The Healthcare for London consultation The shape of things to come on plans to improvestoke and major trauma services across London ran from 31 January until 8 May 2009.

The proposals were for the creation of specialist stroke and trauma centres in London inwhich expert clinical care and the latest technology would be concentrated in a few super

centres which would treat the most serious and life-threatening cases. These would belinked to a network of A&E and stroke units across London dealing with less seriouscases, rehabilitation and continued treatment.


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The consultation document was produced in paper form and also provided electronically.It was distributed widely to staff, GP practices, pharmacies, health centres, Lewisham

Hospital, South London and Maudsley NHS Foundation Trust, Lewisham LINk, the StrokeAssociation, voluntary and community sector, local people and the media. There werealso a wide range of presentations at various meetings across the borough, including staffmeetings, clinical committees, Health Scrutiny and the Lewisham Strategic Partnership.

A joint committee of primary care trusts (JCPCT) met in public on 20 July 2009 to considerclinical evidence and the responses to the Shape of things to come. It was agreed tointroduce new, specialist service for stroke and major trauma patients as follows:

Four major trauma centres would be based at:

The Royal London Hospital, Whitechapel

Kings College Hospital, Denmark Hill St Georges Hospital, Tooting

St Marys Hospital Paddington.

It was also decided that eight hyper-acute stroke centres would provide specialist care topatients following a stroke, after which they would be transferred to one of 24 local strokeunits to continue their recovery. The new centres would be based at:

The consultation documentoutlined 3 options for the locationof trauma services and proposalsfor the location of stroke services

across London.

We also held two health fairs in Lewisham. Onewas held at Lewisham Hospital and the other inLewisham Town Centre. The overall responsewas favourable and people understood thereasoning behind the creation of the majortrauma centres and hyper-acute stroke centres


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Charing Cross Hospital, Hammersmith

Kings College Hospital, Denmark Hill

Northwick Park Hospital, Harrow St Georges Hospital Tooting

The Princess Royal University Hospital, Orpington

The Royal London Hospital, Whitechapel

University College Hospital, Euston

For more information, please click here to go to the Healthcare for London Stroke andMajor Trauma Consultation website.

Lewisham residents who have a stroke are now taken to Kings College Hospital for thespecialist stroke unit. Once the emergency care is completed they are transferred to

Lewisham Hospital for ongoing treatment and rehabilitation.

In response to these plans, NHS Lewisham is redesigning local stroke services in order toprovide more integrated care for patients who have had a stroke. This has included areview of the way in which stroke services are delivered from the initial stroke which istreated in hospital through to rehabilitation in the community and at home.

The Stroke Association, Carers Lewisham and other patient reps have been involved inthe review of the stroke pathway and events have been held to gather their views andinput. A questionnaire was also circulated to the families of patients on the stroke unit atLewisham Hospital for their views on their relatives ongoing care and rehabilitation. Anevent in November 2009 was held to enable patients and relatives to highlight the gaps in

the current stroke service. These were:

There is no community rehabilitation team for patients who have had a stroke.

There is no early supported discharge available for people who have had a strokewhich means that they may stay in hospital longer than they need to.

There are intermediate care services available, but these are not available for thelength of time that may be required.

Waiting times for adult therapy services are around 12 weeks.

The range of different people and services involved in co-ordinating rehabilitationcare for stoke patients brings many challenges.

As a result, plans for the new pathway were developed in order to improve care and

support for stroke patients and their carers. Feedback was provided to those involvedthrough a patient/carer newsletter which was distributed and put on the PCT website. Thenew pathway will:

Improve the quality of services received.

Enable stroke patients to receive community rehabilitation services when they arerequired.

Improve the links between the hospital and community service.


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Please visit www.lewishampct.nhs.uk for more information.

5. UNDERSTANDINGTHENEEDSOFOURPOPULATION

5.1 DOWNHAM AND WHITEFOOT

In April 2009, members of the local community in Downham and Whitefoot were invited totake part in an event to explore their views on health needs in Downham and Whitefootand their experiences of using local health services, particularly those in the DownhamHealth and Leisure Centre. The PCT worked with Lewisham Council on the event whichwas part of a Lewisham-wide assessment of health needs as part of the Joint StrategicNeeds Assessment. The outcomes would be used to help prioritise which services should

be commissioned to meet the health needs of residents in that part of Lewisham.

Participants were recruited by local community contacts. There was also representationfrom the Citizens Advice Bureau and local councillors. To ensure there was a gooddiscussion, a short briefing was sent out to all those taking part explaining the purpose ofthe day. At the event people were seated in small groups with a facilitator. A number ofpresentations were provided on the local health picture in those two wards and participantswere asked for their views on a range of questions including:

What are your views on local services?

What action should the NHS or other public services take to address the healthneeds of the area?

How well does the Downham Health and Leisure Centre meet the health needs oflocal people?

What could be improved at the Centre?

What action should be taken to improve access to other local health services?

How should the NHS involve people in the future when looking to improve localservices?

Some of the views expressed at the event follow: :

Many said they were happy with local GP services. We are well looked after inLewisham, if I have ever been ill, they have come out to see me.

There were mixed views about the ease of making appointments with GPs and thedifficulty of getting an emergency appointment. GP appointments a problem toaccess but you can get a nurse appointment.

Longer opening hours for GP practices would be helpful, including Saturdaymornings.

Local public transport was mentioned as a problem by quite a few people and thedifficulty this caused in getting to different health services. Transport has been cutdowna few are getting depressed as a result of this.


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Chairman: Michael Richardson CB Chief Executive: Gill Galliano1

Quality of care varied between different services at Lewisham Hospital.

Some participants were shocked at the levels of deprivation in the area. We are

unhappy that our children may not live to their full potential and age. Use of drugs and alcohol was a concern in the area, Young people drunk in the

streetand you never thought of your kids going out with knives.

People were positive about the Downham Health and Leisure Centre. The Centreis better than we thought it was going to be but it needs more publicity for localpeople.

The cost of the gym made it expensive for some people to use this facility.

Outcomes of the event were fed back into the health needs assessment work undertakenas part of the development of the Joint Strategic Needs Assessment (JSNA). A copy ofthe JSNA, Health, Wellbeing and Care is available at www.lewishampct.nhs.uk. For acopy of the full report of the Downham and Whitefoot Deliberative Event, please contact020 7206 3209.

5.2 VIETNAMESE COMMUNITY

From May 2009 an assessment of the health needs of the Vietnamese Community inLewisham has been undertaken. This included men, women, the elderly population,Indochinese, second generation Vietnamese (16 to 25 years old) and professionalsworking with the community. This work was undertaken as part of the actions set out inthe North Lewisham Health Improvement Plan and the borough wide Health InequalitiesStrategy. The Vietnamese community have been identified as one of those experiencinghealth inequalities.

Through the use of focus groups, they were asked about the other factors that impact ontheir health, such as income, social status, education, their physical environment, socialsupport networks and the local health services. Other related issues that emergedincluded the difficulty in learning and communicating in English, finding work, housing,family relationships safety, addictions, mental health, the influence of culture andbackground and access to services.

As a result of this work a multi-stakeholder working group has been established to takeforward some of the recommendations. We are using a community developmentapproach and working in collaboration with other organisations to address the wide rangeof issues that impact on this communitys health. This collaborative approach will enableus to address some of the issues facing the Vietnamese Community and share informationand lessons learnt.


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6. PROVIDINGTHERIGHTSUPPORT

6.1 THE EXPERT PATIENT PROGRAMMEThe Expert Patient Programme (EPP) is a six week course designed to help patients bemore confident in managing their long term health needs and provide the support and toolsto enable them to change their lives and become more positive about their condition.

17.5 million Adults in the UK and 15 million in England have a long term health conditionand it is estimated that two thirds of NHS activity and 80% of NHS costs relate to thetreatment and care of long term conditions.

NHS Lewisham has been running Expert Patient Courses since 2002. We relaunched theprogramme in early 2009 and our aim is to run eight generic courses a year. We also

provide assistance for the EPP support group.

After completing the course a six month evaluation is sent to each participant to allow NHSLewisham to look at the long term benefits of the programme for the person. Part of theevaluation includes a review of the number of visits to A&E in order to get some measureon the effect on services. In May to December 2009 100% of course participants had notneeded to attend A&E with their condition or otherwise.

In addition, evaluation shows that for the first two courses of 2009, 100% of participantsfelt it had benefited them and many found the changes easy to implement. Analysis alsoshowed that there had been a significant increase in confidence levels in managing theirconditions and becoming more positive in dealing with their health needs.

We have also undertaken substantial outreach in order to raise awareness of the course topatient groups and healthcare professionals. As a result of this widespread promotion awaiting list currently exists.

In response to requests from former course participants who wanted more ongoingsupport after taking part in the programme, a new support group was established inFebruary 2010. The support group meets on a monthly basis and in time the group will behanded over to the participants themselves to run. Feedback has been positive.

This level of support is great and is exactly what we need

I really look forward to coming

We were left feeling alone again after the EPP course had finished, NHS Lewishamlistened and this group will help us support each other again

I have felt really down recently, attending this group has given me something to lookforward to


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The problem solving will help me cope with bad days

I gain motivation from others in the group

A newsletter has also been developed for the group allowing members to stay in touchwith each other. To get more information about the EPP and register for a course, pleasecall 020 7206 3209.

6.2 PATIENT ADVICE AND LIAISON SERVICE

The Patient Advice and Liaison Service (PALS) provides advice, support and help forpatients, their families and carers. PALS also gather feedback on local services so that

improvements can be made. During 2009/10, 6,000 people contacted the PALS helplinewith 3,222 of these referred to the PCT PALS team for further help. In addition to thiscasework, the team also visits local community groups to promote the service and sets upPALS surgeries at local events.

A PALS surgery was held with 30 members of the Elder Peoples Support Project at theAckroyd Community Centre in Brockley. Following a presentation on the role of PALSand how it can help people, a number of questions were raised about local services,including about GP appointments and knowing who to contact and what to do when youhave a problem. In response it was agreed to hold monthly PALS surgeries at the centrefor its members. Some of the casework covered during that visit included:

Contacting social services on behalf of a member to resolve an issue relating torepairs at their home.

Arranging for a couple to receive their disability badge by post rather than having tocollect it from the Town Hall as the husband had Alzheimers which made it difficultfor them to commute by bus.

A member explained they were being treated for an eye condition and after doingsome research wanted to receive different injections to the one currently providedunder NICE guidance. Referral made to Exceptional Treatments Panel and patientadvised to discuss outcome with GP.

Providing information on NHS foot health services to someone who had beenpaying privately for chiropody treatment.

Provided contact details for Kings College Hospital PALS for a member who wasunhappy with co-ordination of her orthapaedic appointments.

Other examples of helping people through PALS surgeries include:

Lee Senior Citizens Social Club helped with GP registration.

Lewisham Refugee Network helped with an appointment problem.


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Lewisham Carers Week helped with GP registration, medication, appointment andaccessing an interpretator.

Communities Health and Wellbeing helped with issue regarding GP practice.

6.3 DOWNHAM ELDERLY HEALTH PROJECT SUPPORTING PEOPLEPROGRAMME

Between September 2009 and March 2010, clients accessing the Supporting Peopleelement of the Downham Elderly Health project were contacted to find out what impact theservice was having on them, especially in terms of their independence and ability tomanage within the home and wider community and any improvements that could be madeto the service. This included contacting the 121 users (aged 65 to 92) through the use of asurvey.

Outcomes of the survey showed high levels of satisfaction and reported improvements inoverall health and wellbeing. As a result of suggestions, a new handbook for those usingthe project was developed which provided additional information about other localservices. User involvement in reviewing the service had a very significant influence onthe type and presentation of the information available to existing and new clients. Work iscontinuing to refine the information available to those using the Project and making sure itis available in accessible formats and that the one to one support service continues. InDecember 2010, there will be an overall evaluation of the Support People service.

6.4 BREASTFEEDING

Representatives from the National Childbirth Trust and the Breastfeeding Network (whichrepresents local groups of breastfeeding mothers) together with a service userrepresentative from the Material Services Liaison Committee are members of theBreastfeeding Working Group, a subgroup of the MSLC. As part of the work of a needsassessment for breastfeeding care completed in 2009, mothers were asked for their viewson current breastfeeding support services and what else could be put in place to helpthem. They were also asked for their views on how to respond to the marketing and useof breast milk substitutes. The outcomes will help implement hospital and community bestpractice standards in order to achieve UNICEF Baby Friendly Accreditation.

Another outcome of the work of this group was a pilot peer support programme whichinvolved recruiting enthusiastic volunteers who were trained to help new motherssuccessfully breastfeed their babies. The emphasis was placed on encouraging exclusivebreastfeeding as opposed to mixed feeding. Also identified was the need to have enoughappropriately trained health workers in addition to the peer support volunteers and tofurther encourage GPs to promote breastfeeding rather than prescribe breast milksubstitutes. More work would also be done to reach out to partners as family members toencourage them to support new mums to breastfeed.


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The Breastfeeding Working Group continues to meet on a bi-monthly basis to review

progress of the Baby Friendly programme in Lewisham.

7. HEARINGWHATPEOPLETHINKOFSERVICES

7.1 LEWISHAM PEOPLES DAY

Lewisham Peoples Day is an annual event organised by Lewisham Council. It is thelongest running community festival in London that offers free admission and is very wellattended by local residents. It provides an ideal opportunity to talk to local people abouthealth services in Lewisham. NHS Lewisham has been part of the event since 2002.

2009 was the 25th anniversary of Lewisham Peoples Day and in light of its silver jubilee,

the corporate team running the PCTs marquee dressed appropriately in 1980s exerciseand fitness clothes and gave hula hoop displays to encourage people to visit the marqueeand get involved.

There was lots of information and advice available on local services, healthy eatingprogrammes, PALS, Expert Patients, dental, foot health, sickle cell and thalassaemia,sexual health, stop smoking, stroke and community nursing. To promote the five a dayprogramme, free fruit was handed out together with the opportunity to enter a competitionto win a fruit hamper. There was also a smoothie bike which encouraged young childrento use pedal power to make a delicious fruit smoothie.

A Health Improvement stand offered advice on health promotion and staying healthy and

provided checks for blood pressure, weight and BMI.

Every year an evaluation of the event is undertaken with all those who take part. Thisenables any feedback on the content, organisation and purpose to be incorporated into thefollowing years event. Lewisham Peoples Day remains one of the most effectiveopportunities to hear what people think of local health services.

7.2 WORKING WITH NEW MOTHERS

Since June 2008, work has been ongoing to continually engage with pregnant women andthose who have had a baby within the last 3 years who live in Lewisham. This work hasbeen done through the Maternity Service Liaison Committee (MSLC) which is a multi-

disciplinary service-user led forum which advises and informs maternity strategy, qualitymonitoring and all matters relating to the commissioning and provision of maternityservices.

The current priority of the group is to ensure that information to women is clear andaccessible and that feedback is collected from a wide range of women and used to informservice improvement. The MSLC also seeks to influence the commissioning process and


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support the work of Lewisham Hospital, the PCT and Lewisham Council in achieving BabyFriendly Status.

Examples of the outcomes of this work include:

Feedback on NHS Lewisham Maternity Investment Plans. Service users wantedpostnatal care to receive a higher priority in investment plans so funding was re-ordered to ensure additional staffing was allocated to the postnatal ward areas.

Input into the design of the new midwifery led birthing centre at Lewisham Hospitalwhich opened in May 2010. One disabled member wanted to ensure that womenwith disabilities could use the birthing pools and as a result a hoist was ordered.

Members leading on walking the patch sessions in the postnatal wards andantenatal waiting areas to get instant feedback on user experience. These areregular events that are fed back into the hospital action plans on maternity services.

There has been training for the MSLC to maximise their effectiveness and ensure adiversity of service user views are represented.

A consultation day and events for local women are planned for November 2010 which willbe led by the MSLC. Views are also being collected to send to NHS London and theDepartment of Health on where and how MSLCs should be positioned if the NHS WhitePaper becomes statue.

7.3 PATIENT EXPERIENCE TRACKERS

The Patient Experience Tracker (PET) is a fast and simple electronic system developed by

Dr Foster for capturing and analysing feedback from patients and acting upon theinformation without the need for paper questionnaires and analytical resources.

The PET was introduced into Lewisham CommunityHealth Services in 2008 and was initially piloted in asmall number of services before being rolled out furtherduring 2009. The PET provides real time feedback onservices which is used to further improve services andthe patient experience. A key outcome from the PETsis that patients feel satisfied that they are treated withdignity and respect by community health services.Another outcome highlighted the assumption that

people feel they have enough privacy when being treated in their own home. Feedbackhas shown that this is not always the case and staff have been asked to be more aware ofthis.


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7.4 NHS CHOICES ROADSHOWSFrom 24 March to 23 May 2009, a national programme to raise awareness of PatientChoices was undertaken. Lewisham was one of 24 PCTs across the country that set uptrailer units in public areas to inform local people about Free Choice in the NHS. Theevents were very successful and provided an excellent opportunity to talk to local peopleabout their experiences of health services.

Below is a summary of the activity undertaken during the promotion campaign.

TRAILER UNIT

No of Interactions:

Total - 3194

Min achieved per day - 700

Max achieved per day - 850

Average - 639

No of Leaflets Distributed:

Total - 2800

Min. per day - 500

Max. per day - 800

Average - 560

No of Website Demos:

Total - 135

Min. per day - 10

Max. per day - 40

Average - 27

SMALL UNITS

No of Interactions:

Total - 1770

Min achieved per day - 45

Max achieved per day - 420

Average - 354

No of Leaflets Distributed:

Total 2228*

Min. per day - 92

Max. per day - 400

Average - 445

No of Website Demos:

Total - 86

Min. per day - 0

Max. per day - 25

Average - 9

*higher as leaflets were also handed tothose who wouldnt stop and engage withthe teams

Below is some of the feedback received from people who visited one of the units.

How realistic are choice opportunities?

New Cross is very hard to access on public transport when in a wheelchair.

What is the scope of the right to choose place of treatment?

What forms of treatment does this cover and why? This is great! My doctor keeps sending me to the local hospital, but I want to go

elsewhere.

Are there more accessible drop in services available?

I knew about choosing your hospital but I didnt know pharmacies offered moreservices.


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All feedback was incorporated into the national design andpromotion of NHS Choices and fed back into local services

where appropriate.

7.6 COMMUNITY HEALTH SERVICES SURVEY

A survey on Lewisham Community Health Services (CHS) was distributed to 6,000patients to gather views on their care and treatment. 25% of surveys were completed andreturned.

The outcomes of the survey were developed into action plans for improvement in allservice areas. Some of the key findings were:

Information about services. There is little information about CHS on the NHS Lewisham

Internet site. The Quality Team have undertaken an audit of service leaflets and foundthat they are small in number and not always in an accessible format.

Information about their health. Service managers feed back that clients do not alwaysrecognise the difference between staff roles in the NHS. This perception is borne outby some of the comments made by clients in the survey responses. For example, apatient of the District Nursing Service may receive a visit from a Healthcare Assistant toundertake key tasks related to their care or a qualified District Nurse who mayundertake an assessment of their needs. The patient may expect both staff membersto have the same level of knowledge and skill. Sometimes a member of staff can notdeal directly with a patients needs or answer their questions and may have to refer on.

Work was put in place to ensure that the new Lewisham Healthcare website would haveinformation about all the CHS services, including contact details to find out more. Moreinformation on services was also being developed for GPs.

Services reviewed their information leaflets to ensure they were clear and accessible.

7.7 ARTFUL DODGERS CARDIAC SUPPORT GROUP

The Artful Dodgers was set up as part of the Cardiac rehabilitation programme atLewisham Hospital.

There are currently 41 members five of which hold committee places. The committee areresponsible for running the group with their roles retrospectively, agreeing and deciding onthe day to day organisation of the group. A constitution is in place to help them set theirobjectives in delivering what the members have agreed as outcomes.

A PCT representative is at present co-ordinating the group by providing refreshments,managing the overall running and ad hoc problem solving, the set agenda is facilitated bythe PCT representative; however there is joint responsibility between the PCT and thechair person for organisation of the speakers.


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In May 2010 an evaluation of the recent activity of the group was undertaken and aquestionnaire was sent out to members. The outcomes included:

Members expressed a benefit in attending the group, but the results showed thatthere could be more support to help them manage their condition.

Positive feedback was received from medical speakers at the group, especially theCardiac Consultant.

Members would like to see group discussions, problem solving and sharinginformation as regular items on the agenda.

The social aspect of meeting, sharing experiences and days out was positive.

On how to improve the group, members asked for more structure, a secure venueand a better understanding of the management roles in the committee. The PCTsinvolvement was raised and the value of the role they played in supporting thegroup.

85.7% of members would recommend the group with the remainder respondingmaybe.

As an outcome of the survey, the following recommendations for action were put in place:

More medical speakers.

Availability of publications and literature in relation to heart disease management.

Links in to self management programmes.

Better publicity.

Independent status.

7.8 BOBBY DAZZLERS

The Bobby Dazzlers is a group for men and women aged over 55 years that meets everyweek in the south of Lewisham. The PCT works closely with this group to gather theirviews on a range of issues. Activities and outings are planned around members interestsand guest speakers talk about health, safety and life skills.

8. INCREASINGACCESS

8.1 DOWNHAM ELDERLY HEALTH PROJECT ACCESS TO LOCAL SERVICES

During the year, user groups in Downham and Bellingham were consulted on theavailability and access to health, social and leisure services run by the Downham ElderlyHealth Project. There were approximately 150 people involved aged 60 to 95 with 80%female and 20% male. They were asked how the project could effectively continue onreduced levels of external funding, what the service priorities should be, how volunteerscould be used and what other support services were available to them through other


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organisations. An explanation of the budget available and how much it cost per user ofthe service was also provided.

A priority list was developed and agreement reached on where services could join up tosave costs. Additional resources were also identified by the group through other voluntaryand community services and it was decided that funding applications to the Mayors Fundfor additional support would be developed. A small group of users would work together tohelp develop funding applications and in November 2009 5,000 funding was awarded tofund additional specialist transport services in order to enable frailer older people toaccess social, community and health service sin Bellingham.

As a result of the consultation, all users of the project still receive some level of serviceweekly. More fund raising initiatives will be developed with users for funding in 2011/12.An evaluation of the current changes and the development plan for April 2011 onwards will

also be undertaken.

8.2 MANAGING MINOR HEALTH AILMENTS

From August 2009 to October 2009 patients and people attending their GP practice orvisiting a community pharmacy were asked for their views via a questionnaire on how theymanage their minor ailments and health conditions. The purpose was to find out howmany are using their local pharmacist for health advice. The survey included questionssuch as:

What health condition are you seeking advice on?

What self management have you tried? What was the quality of advice and treatment you received from the pharmacist

compared to going to your GP?

What do you think of the skills of the pharmacists in treating minor ailments?

Are you deterred from approach a pharmacist rather than a GP because you mayhave to pay for a pharmacy medicine?

217 questionnaires were returned, 140 from women and 77 from men. Around 40% werein the 40 to 59 age group and 60% of respondents did not pay prescription charges. 71%either strongly agreed or agreed that advice and treatment from pharmacists was as goodas that from a GP. 38% thought it was more convenient to approach a pharmacist forminor ailments with 36% agreeing that the need to pay for medication was the reason theywent to their GP instead.

The outcomes of the consultation have contributed to the redesign of the pharmacy minorailments referral service. The scheme enables patients from participating GP practices toget a voucher from their GP so that they can use their pharmacist for advice on a definedlist of minor ailments. Medication is then dispensed free of charge to those patientsexempt from prescription charges. Patients can also be referred back to their GP if


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needed. The scheme benefits patients as they receive quick expert advice in thepharmacy without having to make an appointment with their GP.

An information chart was designed specifically for patients to enable them to use theservice appropriately. In order to raise awareness of the scheme, a patient informationleaflet is being designed which will be tested with members of the public and morepublicity on the national Choose Well campaign is set to be distributed across Lewishamin October.

More GP practices are being engaged in order to join the scheme so that this can beextended to more patients.

8.3 IMPROVING ACCESS TO PSYCHOLOGICAL THERAPIES

In October 2009 a new service was set up to help people with symptoms of mild-moderatedepression and anxiety. The Improving Access to Psychological Therapies (IAPT)Lewisham offers a range of support including guided self-help; cognitive behaviouraltherapy; employment advice and counselling for adults who 18 years or over, who areregistered with a Lewisham GP or live in the borough. Treatment is provided in a range ofcommunity settings. Since July 2010, patients have been able to self refer themselves tothe service rather than visit their GP first.

As part of the development of the new service, an extensive range of involvement hastaken place with local groups, organisations and patients.

8.3.1 Lewisham Mental Health and Wellbeing Event

This is an annual event which involves local people, service users, the voluntary sector,Lewisham Council, GPs, Practice Nurses, Practice Managers, Counsellors,Commissioners, mental health workers and other primary and secondary care staff. Apresentation of the IAPT service was given and views sought on how the service could beeffectively implemented to meet the needs of service users. These views were animportant influence on how the service was developed and included:

The need for good transport links.

Disabled access.

A community environment which would not stigmatise users.

Feedback on the type of psychological support provided with users being able tochoose the type of therapy they would prefer.

Following the event a Board and Operational Group was created to develop the serviceand the views gathered from the event helped to inform the process. In response torequests from the Voluntary Sector, funding for mental health training was agreed to helpdeliver the programme in 2010/2011. A new Community Development Worker would be


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commissioned to support the voluntary sector and local people, in particular BME groups,to access quality mental health services appropriate to cultural needs.

8.3.2 Traditionally under-represented groups and communities

During 2009 engagement was undertaken with those representing traditionally under-represented groups and communities including the Metro Centre (for Lesbian, Gay,Bisexual and Transgender), Local Asian and BME communities. Views were sought onhow the service could be made accessible and how relationships could be built to reducestigma or fear. Feedback included the need for a therapist to be placed within thosegroups to build trust with members, see people in their own environment, work with anyexisting counsellors collaboratively and educate people on the benefits of self-help,Cognitive Behavioural Therapy and other talking therapies. As a result, a psychologicalwellbeing practitioner has worked on site with these groups and has built relationships with

counsellors and members.

8.3.3 Community Champions

A wide range of work has also been undertaken with Community Champions including:

Job centre Plus Manager and Area Managers

London Borough of Lewisham Children's Services Area Managers and ServiceLead

Aging well staff and Manager

Director of Lewisham Carers Forum and volunteers.

Views were sought on the needs of the clients these community champions represent,barriers to accessing mental health services, supporting clients to access the service viaself-referral and the content of the self-referral form. As an outcome of their feedback, thefollowing actions were undertaken.

The specific needs of the different client groups have gone to the IAPT operationalgroup and are informing planning, protocols and development of training.

Mental health training workshops are being designed with different needsaccommodated and will be delivered in September 2010.

A community network of support for people with symptoms of depression andanxiety to access help and feed into the planning of the service will be developed.

The term mental health will be avoided due to stigma. Clients will be able to opt out of sharing information on using the service with their

GP.

Flexibility on how the therapy is provided will be accommodated, especially forthose people with a disability.


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8.3.4 Service Information

Service information on IAPT was tested with the mental health service user forum, GPs,Clinicians, voluntary workers and commissioners to ensure that it was clear andaccessible. Changes were made to the service leaflet to accommodate the viewsprovided. Different groups will be consulted on tailoring communication tools andmaterials to their needs as part of the Equality Impact Assessment of the service.

8.4 SMILE DENTAL CAMPAIGN

The Smile Dental Campaign has been running since its launch in 2008. The aim is toincrease the numbers of people visiting their dentist and to changeattitudes by addressing the deep rooted issues why people dont haveregular checks.

Views on why people dont go to the dentist and what would change thiswere gathered through street surveys and local events. These wereincorporated into the campaign, which was so successful that the dentalaccess targets were achieved a year early.

In July 2009, a successful Dental Awareness Week was held at HaseltinePrimary School in Sydenham. All 320 pupils took part which included a puppet show, freetoothbrushes and stickers and the chance to meet dentists in an informal and familiarenvironment.

9. IMPROVINGHEALTHANDPREVENTINGILLHEALTH

9.1 NHS HEALTH CHECK

The NHS Health Check programme aims to assess all 40 to 74 year oldswith no pre-existing cardiovascular disease (CVD) on a five yearly basis toidentify those at high risk of developing CVD and other health conditions.

Evidence shows that in Lewisham the people at highest risk of theseconditions are people from the Black African, Black Caribbean and white

people from lower income groups.

In order to encourage people from those communities to come forward for their health

check, research was done to find out what information would be needed to make thishappen. A questionnaire was developed asking for views on the right messages andimages to use in an information campaign. Over a four week period, people were reachedthrough street surveys and drop in centres/day centres. 77 responses were gathered.The outcomes were:

88% would go for the health check if asked to by their GP.

Local GPs would front the campaign as people trusted them.


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Messages in the campaign would focus on enjoying life through maintaining healthand staying healthy for the family.

The campaign headed up by four local GPs is due to launch at the end of October 2010when the health check is rolled out across Lewisham.

The health check is also being carried out by some pharmacists and by trained staff incommunity settings. To enable the check to be done in this way, a consent form must becompleted to enable the information to be passed to the persons GP.

To ensure the consent form was clear and easy to understand, it was tested with residentsin North Lewisham who had their health check undertaken in the community. They wereasked if the form was clear and whether they could be contacted afterwards to give theirfeedback on how their health check had gone. They were also asked to be used as case

studies for how the outcomes of their check had helped them make improvements to theirdiet and lifestyle. People were very positive and this will enable the PCT to get feedbackon the impact of the health check and use the consent form as a valuable tool inmeasuring the success of the programme.

9.2 HEALTHY START FOR CHILDREN

Between June and October 2009, parents and carers with children under 5 who attend theChildrens Centres were asked about their knowledge of healthy eating and dietary needsof their children. Through the use of a questionnaire, 149 people responded and theresults showed that a significant number had a lack of awareness of the Healthy Startvitamins scheme and a lack of cooking skills. The outcomes of the survey were

presented to the Children Centre Managers with recommendations to distribute vitamins atthe Centres and to develop borough wide initiatives to run cookery courses for parents andcarers of children under 5.

Since this engagement work, vitamins are now distributed in Children Centres and furtherpromotion, including a stand in Lewisham Shopping Centre, has helped to publicise theavailability of free vitamins for specific groups. A cookery course has also started in thesouth of Lewisham with targeted families enrolled on the course.

9.3 HEALTH TRAINERS

From April 2009 to September 2010, people using the drop in services and range of health

promotional events provided by Health Trainers were asked abouttheir goals for improving their lifestyle and health and theirexperiences of using NHS services. Through one to one support,clients were helped to develop a personal Health Plan to helpachieve their goals. Based on the feedback gathered, the Health

Trainer Scheme changed the format of the service assessment forms to make them moreresponsive and useful to the needs of clients. Another outcome was a recommendationthat the Health Trainer Scheme to be expanded across the borough which is presently


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under discussion. The service will also take part in the annual national evaluation of theHealth Trainer Scheme.

9.4 HEALTHY COMMUNITY COLLABORATIVE CANCER SERVICES

From September 2009, a wide range of community groups and local people have beenworking together on a pilot scheme based in New Cross, Deptford and Bellingham wardsto help promote the early detection of cancer symptoms in breast, lung and bowel byprimary care so that these conditions have a better chance of being treated moreeffectively.

Those involved have included voluntary organisations, community groups, GP practices,BME and Refugee groups, community workers, people affected by cancer, churches andother faith groups and Lewisham Council.

Posters and leaflets were produced and workshops, presentations and information stallswere set up to help promote the early detection of these cancers. Volunteers wererecruited to help promote early detection to local groups and residents. An outcome oftheir involvement was to extend the scheme so that it also covered other types of cancersuch as prostate, and a recommendation to do the work across the whole of Lewisham.

Good relationships have been developed with the 12 GP practices involved in the pilotscheme. Local people are now more aware about spotting early symptoms of cancer andevidence shows that more advice is being sought from GP. GP practices are more awareof using two week referrals for cancer symptoms and collecting and sending monthlycancer data to measure progress.

9.5 STOP SMOKING

A social marketing project has been running in Evelyn Ward in the north of Lewishamtargeting residents who smoke, have stopped smoking or have used stop smokingservices to help them stop. The purpose of the work was to find out what motivatedpeople to stop smoking and the barriers that prevented it. The work has influencedplanning of community outreach and provision of drop in services in the most deprivedwards in Lewisham.

People who took part were asked for the positives and negatives of continuing to smoke, if

anything would influence them to stop, their experience of any help to stop and what helppeople would need to stop if they wanted to do so. The responses were:

Those who smoked said the main reason to continue was to cope with stress.

Those who wanted help said it had to be readily available, easy to access, providedby friendly staff, offer them enough time in each session and provide support for aslong as they needed it.


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In response, the Stop Smoking service did the following:

Sessions provided in GP surgeries where none existed. Drop-ins at Leisure Centres and at Millwall Community Scheme.

The drop in at Waldron Health Centre was extended.

Further promotion of the pharmacy stop smoking service.

Trial relaxation sessions.

Relaxation techniques to be integrated into training and group sessions.

Referrals to physical activity.

As part of this work, participants were asked to share their personal experiences ofstopping smoking to encourage more people to stop smoking. Photos and stories werecollected and posted on the Stop Smoking website and newspaper advertising. It was

very important that people who have used the service were involved in helping to promoteit. Their experience would encourage more people to try to stop smoking.

10. INVOLVINGEVERYONE

10.1 PACESETTERS

Since October 2008, NHS Lewisham has been delivering the Department of HealthPacesetters programme. The programme aims to deliver equality and diversityimprovements and innovations to reduce health inequalities and ensure workingenvironments are fair and free of discrimination.

During 2009/10, the areas of focus were improving stroke rehabilitation for Black andMinority Ethnic (BME) people in Lewisham (focussed on aphasia / dysphasia), breastscreening for BME women and supporting BME NHS staff into management. Evaluationand project planning support is provided by NHS London Strategic Health Authority andLiverpool John Moores University. The projects have been co-designed by healthprofessionals and members of the community.

We received an award from the Department of Health and NHS London for our work ondelivering Pacesetters and we are due to complete the programme by October 2010.

10.1.1 Workforce Project

BME staff in NHS Lewisham and Lewisham Healthcare NHS Trust have been involved inlooking at solutions to increase the numbers of BME staff in posts Band 7 and above.

Workforce data for the last three years together with information on recruitment, selectionand ways of removing barriers to recruitment and progression for BME staff have beenreviewed and considered. Staff, regardless of their position in the organisation workedtogether to try and solve the problem of the disproportionate representation of BME staff atband 7 and above. New interventions were developed to help build the capacity of BME


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staff in NHS Lewisham and for enhancing the practice of those leading on interview panelsfor management level posts.

10.1.2 Stroke Project

BME survivors of stroke under the age of 70 together with their carers were asked abouttheir experience of using community based stroke rehabilitation services in Lewisham.This information was then presented to commissioners in a personal story format.

Twelve of these stories were created through working on an individual basis with eachservice user. An audit on the needs of the BME community was also integrated into thestroke service review.

Patient stories were used so that commissioners had a clear understanding of the needs

and experiences of those individuals. Work was also done to explore how patient reviewscan be used in a way that promotes mental health and wellbeing and to look at howservices can be made more relevant and appropriate for younger people who haveexperienced stroke.

10.1.3 Improving uptake of female cancer screening

BME staff and residents were asked to help identify solutions to increase uptake of cancerscreening by BME women. A group of women met on a regular basis over three monthsand information about breast awareness and breast cancer screening services wereprovided and explained. Through using an innovative story telling approach, womenwere able to share their experiences and thoughts on screening.

The stories that were developed will help to inform not only the Department of Health interms of national screening campaigns, but also local healthcare professionals on how totreat and communicate with women who attend screening. Other important outcomesincluded the need for more interaction; support and regular dialogue which would helpencourage women to attend screening appointments with more confidence.

10.2 EQUALITY, DIVERSITY AND HUMAN RIGHTS

In November 2009, an event was help to engage stakeholders and local people onEquality, Diversity and Human Rights. This was part of the work to develop a SingleEqualities Scheme with Lewisham Hospital and the PCT.

Participants were asked for their views on what quality in healthcare and human rightsmeant to them. They were also asked about how we could engage and consult better withcommunities. Views included:

Find ways of engaging with people who work long hours

Carry out outreach work

Let the deaf community know what we are planning


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Be explicit about translation services in publications

Posters in GP surgeries

Explain to participants of benefits of answering the consultation Use client groups

Use libraries

Use the voluntary and Community Sector

Share the internal and external communications and engagement strategy

Use websites and social networking

Get rid of the jargon and use plain English

Provide easy read documents

Use examples to demonstrate how past consultations have been beneficial

Dont be limited by geographical borough borders

Use Peoples Day

Advertise at railway stations and bus stops Pay incentives

Participants were also asked how data can be better used to plan services in Lewisham.Views included:

Use existing data to see where the gaps are that need to be targeted.

Get permission from individuals, especially for sensitive or confidential data

Use advocacy to enable informed decisions to be made by service users in sharingtheir information

Share data and data monitoring with GPs and health providers.

Know your service users

Efficient progress to ensure no knock-on effects to other services

Collaboration and partnership

Sharing data and good practice.

Collect information on uptake, trends, benchmarking, comparisons, standardisation ofcare

Improve service management and business process change

Share info with social services to allow service design

Look at individual cases

Spend time looking beyond the obvious, eg include the family, carer or friend.

Be proactive

Have electronic patient records

Cant have a one-size fits all solution

Deaf awareness training

Use screens rather than audio mechanisms to call patients, especially in audiology andspeech therapy departments

Put the onus on the organisation to collect the information to make changes.

Organisations are behind the times need to bring everything up-to-date

Use voluntary organisations to access more of the community


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Advertise on local public transport

Use the internet and social networking

All the feedback gathered at the event was used to inform the ongoing development of theorganisational Single Equality Scheme and ensure the schemes are stronger and robustenough to protect the standard of services in the local NHS.

The Single Equality Scheme at www.lewishampct.nhs.uk provides more information onwhat the NHS in Lewisham is doing to protect equality, value diversity and promote humanrights.

11. ORGANISATIONALDEVELOPMENT

11.1 INTEGRATING HOSPITAL AND COMMUNITY HEALTH SERVICES

In August 2010, hospital and community health services were integrated into a neworganisation, Lewisham Healthcare NHS Trust which focuses on offering care acrosshospital and community based settings and providing a seamless service for patients.This integration came about as part of the Governments Commissioning a Patient ledNHS published in July 2005 and the requirement to separate NHS provider andcommissioner functions.

Evidence shows that staff that feel engaged with the organisation and involved in theprocess will respond better to these changes and adapt quickly to working differently.

Although there was no requirement for a public consultation on the integration as there

were no changes to service provision, the management team undertook an extensiveprogramme of communication and engagement with staff to ensure that their views wereincorporated into the proposals put forward for the future end state of community healthservices. Their involvement was an essential part of the process and it was againstcriteria that staff identified as important such as remaining part of the NHS, retaining aLewisham identity, promoting training and development and understanding the value ofcommunity based services that the proposal to integrate with Lewisham Hospital wasmade.

To review how effective the communication and engagement work was, an extensivecommunications survey was undertaken in July/August 2009. The purpose of the surveywas to assess how well informed staff felt about the developments, how they felt their

views had been taken on board and the best way to continue successful communicationand engagement with them. A survey was distributed to all staff and a random selectionfrom all staff groups were then contacted by telephone to go through the survey. Theoutcomes were reported to the Management Team and an action plan put in place. Theseoutcomes included:

The production of a newsletter aimed at updating staff on the integration.


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Modifications to the staff briefing road shows which would enable more staff toattend such as more notice of dates and timings.

Visits by senior managers to team meetings to provide updates. Ensure regular team meetings are taking place so that staff can be briefed face to

face.

Set up a confidential email address for any questions that need a response.

Back to the floor sessions organised for senior managers.

Assess training needs for staff whose role may be modified through the integration.

Establish communication contacts in all service areas.

The survey was a successful exercise in getting a better understanding of the best way tocommunicate and engage with staff through organisational change and was used to helpinform the detailed communications work on the integration of the new organisation.

11.2 STAFF ENGAGEMENT

In January 2009, the PCT set up a number of staff focus groups in order to gather viewson how we should be organised and work together as a local commissioning organisation.

140 staff were invited to attend 16 focus groups. In total 60 attended 15 groups and wereasked:

What is NHS Lewisham trying to achieve?

What do we do well and what can be built on?

What dont we do well and what should we leave behind?

Is there anything that we should start doing? What could we share with other organizations or bodies?

How could we organize ourselves differently?

How could we work better between directorates and teams?

A range of opinions were collected through the structured focus groups. This was then fedback to staff at special briefing meetings, led by Gill Galliano, Chief Executive. Thechanges that were put in place in response to the outcomes were:

Monthly Trust Brief delivered verbally by a Director each month.

Monthly open-house lunch time sessions.

Hold staff conference in May 2010.

Establish a managers forum. The induction programme would be revised.

12. OTHERENGAGEMENT

Below is a record of other engagement and involvement work that has taken placebetween 2009/10 together with any relevant action. For more information on any of thiswork please contact 020 7206 3209.


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Event/Group

Purpose Attendees Feedback received Actiongenerated

Bellingham Festival

Large communityfestival, withgeneral activitiesand stallsavailable. (HealthImprovement teamhad stands to passon information,recruit volunteers,do health checks)

Lewisham HealthyWalk informationstand

Largecommunityeventattended bymembers ofpublic andlocalorganisations

Feedback taken frommembers of publicabout setting up anew walk inBellingham

New walkstarted takinginto account thepreferred timesof therespondents

TeamMeeting

To empower andsupport the localpeople, volunteersand communitygroups towardsraising awarenessof the early signsand symptoms ofthe lung, breastand bowel cancerto their communitythrough deliveringdifferent formats ofactivities

17 attendeesfrom localpeople,volunteersandprofessionalswho coverNew Cross,Evelyn andBellinghamwards

Positive feedbackand comments, byinvolving new localvolunteers andprofessionals withrequest to delivermore projectactivities in differentformats

Amend theevent evaluationform and thevolunteer roleassessmentformProvide lungcancer trainingto the teammembers andlocal peopleEngagevolunteers inproviding anddeliveringawarenesssessions

BarnesWallis

Drop in

Lewisham Homes 60 over 2days

Stall with healthinformation EPP and

PALS leaflets,speaking to localpeople and givinghealth information

Cardiacgroup

Raise awarenessof EPP and PALS

45 over 2visits

Presentation givenon EPP and PALS, 4signed up for the


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Event/Group


coursePBCcluster 3

EPP presentationto the cluster

28 over twomeetings

Presentation given tothe cluster on EPPwith a Q&A at theend, leaflets given totake away forpatients

Lewishamdiabetesgroup ValeMedicalCentre

EPP presentation 20 Presentation given togroup on EPP withQ&A at end.

4 patientssigned up to thecourse

DiabetesUKsupportgroup

Raise awarenessof EPP

20 EPP presentationwith a Q&A. 4 peoplesigned up for course.Through discussionthat followed manywere concernedabout the poorcommunication fromGP and theinconsistency ofinformation fromhospital to GP.

Individuals willcontact PALSdirect

EldersPeopleproject

To raiseawareness of theEPP and PALS

30 PALS and EPPpresentation givenwith a Q&A

Endometriosis group

To raiseawareness of theEPP

15 EPP presentationgiven to the groupwith a Q&A

Health andsocial care

forum

EPP presentation 15 Presentation given tocross sector staff

members, 2 peoplewanting to come onto the programme,links made todifferent voluntaryand local groups,diabetes group, timebanking, and


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Event/Group


Lewisham linksHealthylivingroadshow,DownhamHealthCentre

Stall to promotePALS and EPP

50 + Full day stalldelivering informationon PALS EPP andengagement to thepeople using theDownham centre

Lewishamcollaborative event

Raise awarenessof EPP and PALS

40 (over 2days)

Whole day stall onMilton Court toengage withresidents about local

services multi sectoravailable to them.Information given onPALS PPI and EPPas well as localhealth services

NewCrossAssembly

To raiseawareness withthe localpopulation aboutthe Expert patientProgramme

110 over twomeetings

Attended themeeting, presentationslot with Q&A after,leaflets given to allattendees, carersLewisham veryinterested inprogramme

Community Centre,MiltonCourt

To raiseawareness withthe localpopulation aboutthe EPP

150 TRA meeting,presentation given onEPP and touched onPALS, leaflets givento each resident andenough to communityleaders to distribute

Southbrook Roadmentalhealthteampresentation

Raise awarenessof EPP programme

17 The team wereinterested and keento send their patientsalong to theprogramme

Lewisham Raise awareness 40 Stall at new resident


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Event/Group


home newresidentwelcomeday,Powerleague

of EPP and PALS event for Lewishamhomes spoke toresidents and gaveinformation on PALSand EPP

NorthLewishamEvent

The purpose of theevent was firstly tofeedback progresswhich made todate against the

objectivesincluding reportson the HealthNeedsAssessment andthe HealthyCommunitiesCollaborative forcardiovasculardisease, andinformation stallson other activities.Secondly the eventwas to provide anopportunity fordiscussions on theaction plans for thenext few years.Following theevent, the NorthLewishamstakeholder groupwill develop and

agree an actionplan for April 2010-March 2013.

Public Health,Directors,BoardMembers

Actions are inthe process ofbeing generatedto develop aproject plan for

the next 3years. Linkagessuggested atthe meeting arebeing followedup.

Bellingham Olderresidentsmeeting

To discuss afunding bid for theBellingham MayorsFund to increasethe amount of

27 OlderBellinghamresidents(aged 60-89)2 x Ageing

Residents discussedtheir need to engagewithin theircommunities toremain well and

A bid wasdeveloped, witha small workinggroup of thosewho attended


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Event/Group


social & physicalactivity sessionsavailable to frailerolder people inBellingham

Well SupportStaff2 xvolunteers

healthy. Theyexpressed theirneeds in order tomake this happenwhich were largelyfocused on physicallimitations e.g.transport and alsoneed for informationand support toaccess services.

the originalmeeting as aresult a bid wassubmitted to theBellinghamMayors fund foradditionalspecialisttransportservices inorder to enablefrailer older

people toaccess social,community andhealth servicesin Bellingham.

5,000 Fundingwas awarded on14th Nov 09.

KnightCourtresidentsmeeting

To discuss thepotentialdevelopment of anintergenerationalfood co-op basedin north Downhaminvolving residentsand local schools

22 KnightsCourtResidents(aged 60-89)Ruth Weber(DownhamNutritionPartnership)RegionalManager(AnchorHousing)

Residents were keento set up a food co-op at Knights Court,Reigate Road and towork with localschool (Merlin) todevelop a small pieceof their land to beused as a vegetablegrowing area for localschool children

Buywell Foodco-op set up atKnights Court(commenced13th Nov 09)Funding bidsubmitted toarts council todevelopinstallations (artbased) todevelop raisedbeds for

growing.

Buildinghealthiercommunities drop in

Raise awarenessof PALS, EPP,engagement, andkey healthmessages inLewisham

20 People wereinterested in PALSdetails and the helpthe service can offerthem.


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Event/Group


Buildinghealthiercommunities re-launch

Raise awarenessof PALS, EPP,engagement, andkey healthmessages inLewisham

100 Approx Stall was wellreceived peopleasked a lot ofquestions,signposting andinformation given.Networking amongstother stalls

NewCrossassembly

Raise awarenessof Engagement inLewisham. PALS

EPP and gettinginvolved.

60 Many questionedgenerated regardingLewisham NHS

services, who paysand entitlement.

All questionsresponded to atthe event.

Speakingoutwomanshealthevent AllsaintsChurch

Raise awarenessof PALSEngagement andEPP health checksand sexual healthwith learningdifficulties group.Material designedto deliver themessages forlearning difficultiesgroup

100 Extremely positivefeedback from carersand speaking out,clear messagesgroup enjoyed thepresentation

Vietnamese Newyearevent,DeptfordGreen

Raise awarenessof PALSEngagement andEPP as well aslocal healthservices

80 Language barrierprevented effectiveengagement

meeting withheathimprovementteam to look atform for eventattendance

13. MOREINFORMATION

For more information about any of the engagement activities outlined in this report, or ifyou are interested in joining the NHS Lewisham engagement database, please call 0207206 3209.


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duty to report on consultations final

Documents