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MONTHLYACTIVITYREPORT–DECEMBER2016

WelcometoourmonthlyactivityreportforDecember2016.HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.Thisisachievedthroughacoreprogrammeofwork,ourdaytodayactivityofvisitinghealthandsocialcareservicesandspeakingtoserviceusers.

DAY-TO-DAYACTIVITY

PATIENTENGAGEMENTDAYEVENTSINGPSETTINGSLead:AmandaHigginsThe focus of this phase of Patient Engagement Days in GP surgeries is to gather patients’ views on theaccessibilityoftheirGPsurgery,thequalityofcareprovidedandtheawarenessofpatient involvementviaPatientParticipationGroups.InDecember,thefollowingactivitieswerecarriedout:DATE(S) PROVIDER(S)02/12/2016 SlaidburnCountryPractice,Slaidburn,Clitheroe,PATIENTENGAGEMENTDAYEVENTSINHOSPITALSETTINGSLead:AmandaHigginsThe focus of this phase of Patient Engagement Days in hospital A&E departments is to scrutinise winterpressures and gather patients’ views on the quality of care provided and issues faced. In December, thefollowingactivitieswerecarriedout:DATE(S) PROVIDER(S)06/12/2016and16/12/2016 RoyalLancasterInfirmary,Lancaster08/12/2016 RoyalPrestonHospital,Preston13/12/2016 OrmskirkHospitalChildren’sA&E,Ormskirk15/12/2016 RoyalBlackburnHospital,Blackburn

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ENTERANDVIEWVISITSINCAREHOMESETTINGSLead:LindaBrownOurprogrammeofEnterandViewvisitstocarehomescontinuestogatherresident,relativeandstaffviews.InDecember,thefollowingvisitsweremade:DATE(S) PROVIDER(S)08/12/2016 AlstonViewNursing&ResidentialHome,LongridgeCOMMUNITYENGAGEMENTACTIVITIES(CARECIRCLESANDPOPUPSFOCUSSINGONOURMENTALHEALTHPROJECT)Lead:IlyasPatelHealthwatchLancashiredeliverscommunityengagementactivitieseachmonthintheformofCareCirclegroupactivitiesandPopupengagementactivities.Theseactivitieswereconductedaspartofourmentalhealthprojecttogainfeedbackfrompeoplewhoaredirectlyorindirectlyaffectedbymentalhealthissues.FourmentalhealthsupportgroupshavebeenvisitedduringDecemberforcarecircleactivities:

• HeadwayPatient’sDrop-in• HeadwayCarersGroup• CaritasGroup• BurnleyYouthCentre.

ThreePopupengagementactivitiestookplaceduringDecember,whichincludedspeakingtoresidentsin:

• KnottEndontheWyreIBus• AttheMedequibpromotionevent• Youngpeople’sadviceandguidancedropinatZoneIninKirkham.

MYSTERYSHOPPING–ACCESSTOHOSPITALSFORTHEVISUALLYIMPAIREDLead:AyshaDesaiWorkcommencedonourmysteryshoppingprojectwhichfocusesonaccesstohospitalsforthevisuallyimpaired.ThefirstvisittookplaceinDecemberwithmoreplannedthroughoutJanuary2017beforeafullreportiscompiledofallthevisitsandsharedwithproviders.

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OTHERACTIVITY

HEALTHWATCHWORKINGINPARTNERSHIPLead:JessWoodDuringDecember,sixpartnershipactivitieswerecompleted.Theseincluded:

• SouthportandOrmskirkNursingAccreditationScheme(SONAS)assessment.Thesearedesignedtosupportthetrusttounderstandhowtheydelivercare,identifywhatworkswellandwherefurtherimprovementsareneeded,Ourroleattheseeventsistogatherinformationfrompatientsreceivingcareatthehospital.

• Three‘OurHealthOurCare’events:PrestonGujaratCentre,ChorleyTownHallandtheLeylandCivicCentre.Thesepublicengagementeventsaimtocapturetheviewsoflocalpeopleandgivethemtheopportunitytogetinvolvedindesigningahealthandsocialcaresystemthatwillmeettheneedsofeveryoneinthecommunity.HealthwatchLancashirevolunteersattendtheseeventsasparticipantsbutalsotoprovidealaypersonperspectiveofhowaccessibleandpersoncentredtheeventsaredelivered.

• TwoLancashireSafeguardingAdultBoard(LSAB)meetings:OurChiefExecutivehasaplaceontheboardandalsoparticipateswithinanumberofsubgroupsoftheBoard.ThismonthshewasinattendanceattheMentalCapacityActimpactgroupandQualityandPerformanceMonitoringsubgroup.TheLSABexiststoensurethatallagenciesworktogethertominimisetheriskofabusetovulnerableadultsandtoprotectthosesubjecttoabuse.

ImmunisationandScreeningProject:WeareworkingwithHealthwatchBlackburnwithDarwen,HealthwatchBlackpoolandNHSEnglandtodeliveraprogrammeofengagementaroundscreeningandimmunisation.Thesewillfocusontargetgroupswithinprisonservicesandtravellercommunitiesforfluvaccinationsandcervicalcancerscreening.PartofthisworkhasincludedourCervicalCancerSurvey,wherewehavegatheredtheviewsandexperiencesfrompeopleinLancashireabouttheirexperienceofcervicalcancerscreeningservices.ThefeedbackwillbeusedtodraftareportinJanuarywithitexpectedtobepublishedattheendofthemonth.Changestopoliciesforprescriptions:AnumberofClinicalCommissioningGroupsinLancashirearechangingtheirpoliciesregardingprescribingmedicationssuchasprescribingofgluten-freefoods.HealthwatchLancashireislookingtocaptureviewsfrompeoplewhoareaffectedbythesechanges.HealthwatchLancashirehasdiscussedthesepolicychangeswithCoeliacUKandwillbelookingtocaptureexperiencesfromthosewhonolongerreceiveprescriptionstounderstandtheirexperiences.Moreinformationisonourwebsitehere:http://healthwatchlancashire.co.uk/policy-changes/

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REPORTSUPDATE

Lead:SamParkerInDecember,HealthwatchLancashirepublished10reports

FEEDBACKFROMPROVIDERSFROMPREVIOUSLYPUBLISHEDREPORTS

Itisimportantthatwhenprovidershearabouttheexperiencesfromserviceusers,thattheyacknowledgeandrespondtothem.BelowisinformationprovidedtoHealthwatchLancashireregardingthechangesthathavebeenmadeasaresultoffeedbackfromserviceusers.Thisisasampleofsomeofourmostrecentresponses.RossendaleValleyMedicalPractice,HaslingdenWhatthepatientssaid:Theywereunawareofonlineservices.Whattheproviderdid:Surgerytoadvertiseonlineservicesonnoticeboardandadvisenewpatientsonthissystemwhentheyregister.TheElmsPractice,OrmskirkWhatthepatientssaid:Theystruggledtogeturgentappointments.Whattheproviderdid:Thesurgeryhasimplementedanurseclinicianleadwalkincliniceverymorningbetween8:30amand10am.BlackpoolTeachingHospitals,BlackpoolWhatthepatientssaid:62%ofpatientssurveysaidtheydidnotgetareminderabouttheirappointment.Whattheproviderdid:Thetrustexplainedthattherehadbeensometechnicalissueswiththetelephoneappointmentremindersystem.Thisservicehasnowbeenrestoredandextendedtopreviouslyexcludedclinicsandthescriptsusedhavebeenrevisedinlinewithdepartmentofhealthguidance.

REPORTSPUBLISHED

• PatientEngagementDayReportforFrenchwoodSurgery,Preston• PatientEngagementDayReportforYorkBridgeSurgery,Morecambe• PatientEngagementDayReportforSandyLaneSurgery,Leyland• PatientEngagementDayReportforQueenswayMedicalCentre,Poulton-le-Fylde

• EnterandViewReportforTowneleyHouseResidentialHome,Burnley• EnterandViewReportforTheLaurelsNursingHome,Bacup• EnterandViewReportforAddisonCourt,Accrington• EnterandViewReportforBelvedereCareHome,Accrington

• MysteryShoppingReport–MakingcomplaintstohealthandsocialcareorganisationsinLancashire• ListeningtothosewhoarehomelessandlivingindeprivationinLancashire

Allofourreportscanbefoundonourwebsiteatwww.healthwatchlancashire.co.uk/reports

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Fordetailsofactionsundertakenbyprovidersasresultoffeedbackfromserviceuserspleasegotowww.healthwatchlancashire.co.uk/reports

MEETINGS

OURUPANDCOMINGWORKLead:BethTildesley

GENERALINFORMATION

• WeareworkingwithHealthwatchBlackburnwithDarwenalongwithourHealthwatchChampions(youngpeoplegroup),todeliveractivitiesontheChildren’sWardatRoyalBlackburnHospital.TheseeventsarefollowingonfrompilotactivitiescarriedoutinAugust.

• Wearecontinuingourmysteryshoppingvisitstoavarietyofserviceslookingataccessibilitywithawiderrangeofdisabilitygroups.

• WeareworkingwithMacmillanCancerSupport,HealthwatchBlackburnwithDarwenandHealthwatchBlackpooltoproduceareporttopresentthecollaborativeengagementactivitiescarriedoutinearly2016withseldomheardgroups.

• WeareworkingwiththeHealthierLancashireandSouthCumbriaChangeProgrammeandParticipateUKtorunaseriesofeventsforthepublictohelpshapewhattheSustainabilityTransformationPlanpublic-facingdocumentlookslikeandhowit’smessagesaredeliveredbeforeitisreleased.

• InJanuarywewillrolloutourmentalhealthquestionnairetothepublic.

InDecember,HealthwatchLancashirerepresentativesattendedthefollowingmeetings:• 5thDec–InvolvementGroupmeetingatMerseycareinWhalley• 6thDec–EastLancashireHospitalsTrustlisteningevent• 6thDec–LancashireSafeguardingAdultsBoard(LSAB)MentalCapacityActImplementationGroup• 6thDec–LSAB(subgroup)Quality,Assurance,AuditandPerformancesubgroup• 13thDec–FyldeandWyrePatient’sPublicEngagementmeeting

STAFFINGCHANGES:OurCommunicationsManager,NeilGreaveslefthispostinDecember2016.TheappointmentofKerryGallowayasHealthwatchLancashire’sProjectsManagerwasconfirmedwithherbeginninghernewroleon3rdJanuary2017.