Healthwatch Sefton Annual Report 2016/17 Contents

Message from our Chair ...... 3 Highlights from our year ...... 4 Who we are ...... 5 Your views on health and care ...... 6 Helping you find the answers ...... 13 Making a difference together ...... 16 It starts with you ...... 24 Our plans for next year ...... 26 Our people ...... 28 Our finances ...... 33 Contact us ...... 35

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Message from our Chair

The biggest challenge we have is to get the brand name of Healthwatch Sefton known. There has never been a time when it has been more important for the public voice to be heard as we face unprecedented changes in the way health and social care

services are configured.

Our staff and volunteers are proactively going out and about meeting the public, young and old, in a variety of settings, for example: hospitals, residential care, GP

surgeries, schools, and community events. It is a great honour to be appointed for a second term of office as Chair of Healthwatch Sefton. Our work plan is based on what the public is telling us is important to them.

At my interview one of the questions was “why do you want to do another three This Annual Report sets out the work that years?” I was quick to say “I want to finish we have focussed on over the last 12 what I have started!” months and our priorities for the next 12 months.

Healthwatch Sefton is in its fourth year and the first three years were really about I am proud to be part of this work and getting the organisation established and fit recommend this report to you. for purpose. I feel we have done that and now we need to really reach out to the “ continues to enjoy people of Sefton to ensure that their a positive working relationship with opinions and views about Sefton health and Healthwatch.” social care services are heard by the commissioners and providers of those Dwayne Johnson, Director Social Care and services. This was the reason Healthwatch Health. Sefton Metropolitan Borough was set up to gather the views of the public Council. and make them heard!

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Highlights from our year

This year We have 61 local organisations we’ve reached signed up as community 3,119 people on champions social media

We’ve visited 23 local services Our reports have tackled issues ranging from offender health to car parking

We’ve recorded 3,003 We’ve met hundreds of local local experiences people at our community events

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Who we are

We know that you want services that work Our vision for you, your friends and family. That’s why we want you to share your experiences of Our vision is to ensure that every resident using health and care services with us – of Sefton has the opportunity to share their both good and bad. We use your voice to experiences and shape health and social encourage those who run services to act on care services. what matters to you.

We are uniquely placed as a national Our Priorities network, with a local Healthwatch in every local authority area in . Both Statutory Duties Healthwatch England and Healthwatch Sefton have statutory powers to ensure that a) Gathering the views and the voice of people who want to have a say understanding the experiences of about health and social care services are patients and the public. strengthened and heard by those who b) Making peoples views known. commission, deliver and regulate health c) Promoting and supporting the and care services. involvement of people in the commissioning and provision of local Healthwatch Sefton care services and how they are scrutinised. Healthwatch Sefton is set up as a company d) Recommending investigation or limited by guarantee, a subsidiary company special review of services via of Sefton Council for Voluntary Service Healthwatch England or directly to (Sefton CVS). We have a small team of staff the Care Quality Commission (CQC). who support us and a large team of e) Providing advice and information volunteers. (signposting) about access to services and support for making informed Sefton choices. Sefton is a metropolitan borough of f) Making the views and experiences of , England and its local authority people known to Healthwatch is Sefton Council. It is an area which England (and to other Healthwatch stretches from in the north to organisations) and providing a steer in the south. To the east lies the to carry out its role as national town of and the west is bordered champion. by an award-winning coastline from Crosby g) Supporting NHS Complaints Advocacy through to and . provided by Merseyside and Cheshire Healthwatch Advocacy Service.

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Your views on health and care

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Listening to local people’s views. This year our Board of Directors agreed to During September we launched the review how we collect, analyse and report Feedback Centre to commissioners, local local people’s views to ensure they are providers and key stakeholders. Ian Hughes listened to by local providers and Business Development Director and founder commissioners. A new feedback centre was of digital agency LHM, spoke about the new purchased to help support this work. The information system and encouraged Feedback Centre created by LHM (a web commissioners and providers to have the solutions provider that creates technology, Healthwatch Sefton Feedback Centre products and software). It is utilised widget on their websites. nationally by the NHS, Health and Social care providers and local Healthwatch network to collect, respond and manage public feedback. The Informatics system helps us to share feedback with stakeholders, which tells them what key issues we have received independent feedback on, what’s working well and not so well and key themes. Anyone can access the feedback centre and leave their feedback on any service anonymously, www.healthwatchsefton.co.uk

“I am so pleased at the overall experience rating of 4 out of 5 and Making sure the system works for delighted with the positive everyone. comments from patients who had visited the Health Centre” Healthwatch Sefton has continued to work with People First Merseyside (individuals Judith Malkin, Associate Director – Sefton, with learning disabilities) and members are Liverpool Community Health NHS Trust. now represented on both Healthwatch Community Champion networks. People First were consulted on the new Feedback Centre and asked for comments on the accessibility of the site and how easy it was to use. People First member’s trialled the website and fed back their comments on how improvements could be made for people with learning disabilities.

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Young people (under 21) and CQC Care for older people older people (over 65). During 2016, the Care Quality Commission (CQC) launched a campaign to encourage Over the past year, ‘Young’ Healthwatch older people and their loved ones to feed Sefton has been engaging with young back about the quality of health and social people to encourage them to think about care they have received. their experiences of accessing health and social care services. One of the main Healthwatch Sefton worked in partnership issues Young Healthwatch has been with Sefton Pensioners Advocacy Centre – interested in has been emotional health Older Persons Forums throughout Sefton – and wellbeing and has met with over involving 165 older people from five 100 young people who have told us Forums: Southport, Bootle, Crosby, Maghull about how services have worked and not & Formby. worked for them.

Forum members shared that they had a This feedback has informed Sefton’s better understanding of Healthwatch Emotional Health and Wellbeing Strategy as Sefton. well as new projects designed to increase knowledge and confidence of teachers to A key message shared that feedback to better support their students but also Healthwatch Sefton can be anonymous led projects that build resilience in young forum members to report that they would people directly. have more confidence to report an experience in the future without fearing repercussions from service providers. Working with other groups and services, Some forum members highlighted issues Young Healthwatch has also been working around accessing appointments for Podiatry on promoting the opportunity to feed back services. Healthwatch Sefton will carry out to young people through school nurses, further consultation at Podiatry clinics with online forums and the bespoke Sefton Youth patients, visitors and staff. website. Feedback from the forums stated that hearing the changes that Healthwatch Sefton had achieved in Sefton has given forum members a very positive impression and they were now more likely to engage with Healthwatch in the future. Healthwatch Sefton continues to work closely with Sefton Pensioners’ Advocacy Centre encouraging people to share health & social care experiences. Young Healthwatch poster used to encourage engagement.

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Sefton South & Central Community Champion network and the Southport & Formby Community Champion network.

What we’ve learnt from visiting services.

Healthwatch Sefton volunteers have carried Members from the Older Peoples Forums out audits of local services as part of who took part in our CQC engagement Patient-Led Assessment of the Care sessions. Environment (PLACE), an assessment programme run by the Health & Social Care Information Centre (HSCIC) on behalf of the Disadvantaged/Vulnerable people. Department of Health. Healthwatch Sefton supports the South

Sefton Foodbank by regularly attending centres across South Sefton to give local PLACE assesses non clinical aspects of the people a voice in the health and social care inpatient environment from a patient services they receive. In addition the perspective and covers: condition and Healthwatch Sefton Signposting & appearance; cleanliness; food and Information Service is promoted via leaflets hydration; privacy and dignity; disability along with chatting to local people who and dementia. attend the centres. Information is provided to the volunteers who work at the centres to raise awareness. Centres attended During 2016-17 Healthwatch Sefton during 2016 – 2017 have included: volunteers supported 12 audits for  Caradoc Mission. Mersey Care NHS Foundation Trust  Youth and Community and one for The Walton Centre NHS Centre. Foundation Trust.  St. Oswald’s Centre.

 St. Leonard’s Youth and Community Centre. This year we agreed to get involved in planning and supporting open Listening  Mission. Events during which we talked to patients, visitors and staff to gather a clear picture Healthwatch Sefton has continued to work of the service’s activities. with People First Merseyside (individuals with learning disabilities) and members are now represented on both the Healthwatch

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Many of our hospitals serve people in Staff at University Hospital NHS neighbouring areas and we work closely Foundation Trust told Healthwatch Sefton with our partners in Healthwatch Knowsley representatives that drop off bays were and Healthwatch Liverpool and have needed outside Clinic G. Family members worked with them on hospital listening and carers were receiving car fines events. in the short time it took to safely drop off their relatives and staff felt that it was an During this year we carried out five unfair system. This was reported to the Listening Events which included the Trust who responded by installing two following services: drop off bays outside the clinic entrance. • Aintree University Hospital NHS

Foundation Trust. • Liverpool Women’s NHS Foundation Trust. • The Walton Centre NHS Foundation Trust (satellite clinic at Southport &

Formby District General Hospital).

 Southport & Formby District General Hospital.

 Mersey Care NHS Foundation Trust – Clock View.

As well as talking to patients in waiting or entrance areas, we visited wards and clinic From left to right; Bridget 0’Toole, Sarah areas to talk to as wide a range of patients Thwaites (Healthwatch Liverpool) and their families and staff about their Wendy Andersen at Liverpool Women’s experiences. NHS Foundation Trust. During these events we used carefully considered questionnaires to give people a chance to freely share their experiences Our engagement plan also includes planned and to provide patient insights into key visits on a monthly/ bi-monthly basis to areas. services to engage with users but there are times when we decide to carry out more Feedback from events is analysed, shared formal Enter & View visits. During this with the service and the public. period six Enter and View visits were A number of areas of positive working authorised by the steering group (two being practices were highlighted as well as areas part of a programme of visits to Aintree identified for improvements. An example University Hospital NHS Foundation Trust). of one service change made as a result of the event at Aintree Hospital follows.

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As part of our pilot work to visit local theme which was already emerging about residential and care homes we undertook access and appointments. unannounced visits to the following During November we undertook an Enter providers: and View visit to St Marks Medical Centre in  Northern Counties Eventide home, Southport. We visited the practice to speak Southport (July). with patients about their experiences of accessing services. The above service had  Hawthorne Lodge Care Home, Bootle been selected as part of the Healthwatch (August). Sefton work plan to look at feedback  Leyland Rest Home, Southport relating to GP access, with experiences (September). being shared by patients about issues in contacting the medical centre to make an appointment and access appointments. The aim of this programme of work was to observe services provided by Sefton based 17 patients were spoken with and 6 residential, nursing and care homes; recommendations were made, one being to consider how services may be improved; review the appointments system. and share good practice. The team of trained Enter and View authorised representatives recorded their observations “We are constantly looking at ways along with feedback from residents, staff of improving the appointment and, where possible, residents families and system. We have started this week friends. The visits helped to review the to open the appointments for the observations and questions we will use in whole day and make our triage the future and from the visit to Hawthorne Lodge we raised a safeguarding issue with system even more effective.” Sefton MBC and alerted Care Quality Commission (CQC) that the provider did not Annette Cooper, Practice Manager respond to the report and St Marks Medical Centre. recommendations.

Two announced Enter & View visits were During the past year we have worked with undertaken at Aintree University Hospital partners from the Community Champion NHS Foundation Trust (7th June /6th July Network – Ainsdale Community Care and 2016). Sefton Older Persons Forums. This led to The team spoke to 33 patients / family and our involvement and attendance at many of visitors. A questionnaire was used covering the Flu Clinics which are held across six themes (cleanliness, care & treatment, Southport & Formby, speaking to people nutrition & hydration, safety, environment and gathering feedback from them. and kindness, dignity & respect). This was It was during our attendance at the Flu designed to gather patient, family and Clinics that we received feedback about St visitors overall experience of patient care Marks Medical Centre which supported a and comfort whilst at Aintree hospital.

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 Ward 32 – It was reported that three The wards chosen were rehabilitation wards patients did not have dentures or and frailty wards at the Trust (wards 30 – experienced problems with dentures 34). with two respondents stating the hospital had lost them. This caused Findings included: problems at meal times.  Patient bedside chairs - 20 of the 33 respondents told us they were not aware During 2016-17 the following they had a choice of patient bedside members (and members of staff) chair. were authorised to undertake Enter  Patient bedside chairs - Comments were and View visits: received from both respondents and staff relating to the new high back Betty Boner Brenda Cookson chairs being un-comfortable, not being able to adjust the chairs for patient Brian Clark OBE Bridget O’Toole height and pillows being used to aid David Skelton Derek Thomas comfort.  Cleanliness - All respondents stated Diane Foulston Fred Roberts wards were clean with 25 stating the patient toilet areas were clean. Jim Conalty John Black Respondents who stated they did not know if the patient toilet area was clean Ken Lowe Leslie Carlile were visitors or did not use the patient toilet. Libby Kitt Margaret Quayle  Staff attitude - A high number of Maureen Thomas Maurice Byrne comments related to staff being approachable and being able to answer Nigel Smith Stuart Morgan Sime patient /visitor questions well. Valerie Thomas Wendy Andersen  Day rooms - Although each ward had a day room, findings showed patients Wendy Aspin were mainly either unaware of the day room or had been unable to use it.  Access to TV - Each bay was fitted with one TV therefore not accessible by all “Thank you, it is always so helpful patients and none of the TVs displayed to receive your Enter and View subtitles. reports”  Hospital patient information folder - There were differing findings between Claire Lee, Care Quality Commission. the ward bays.

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Helping you find the answers

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How we have helped the Action: NHS England offered to community access the care allocate dental practices to those they need. patients looking to register with a NHS dentist. With permission, Healthwatch Sefton’s Signposting and Healthwatch Sefton passed patients Information Service support’s people to details over to NHS England, who make informed choices; it provides them called people back with the offer of with a range of options on local services. an appointment. We supported 570 people between April 2016 and March 2017. Contact with the service varied; from information about social care and funding, to which local Changes to repeat prescription dentists and GPs were open to patients. ordering.

Access to NHS Dental services in Southport. Another theme emerging related to changes to repeat prescription ordering, introduced as a pilot by NHS Southport & Formby and One of the most frequent reasons for NHS South Sefton Clinical Commissioning people contacting our Signposting and Groups. The Signposting and Information Information Service was patients in the Service provided information to callers Southport area who were unable to find an about why the changes had been made, and NHS dentist. who to contact if they wanted to share From late June to mid August 2016, no NHS their concerns. Healthwatch Sefton’s dentists were available in Southport and Information and Signposting officer referred residents were expected to travel to complaints to the relevant Patient Advice Ainsdale or Formby. Following a mapping and Liaison Service, simultaneously gaining exercise in early June we found that only a picture of people’s opinions. Many one dentist was taking on NHS patients, and reported difficulties in requesting had no disabled access. Healthwatch Sefton prescriptions in person from their GP due to is a voice for health and social care users in various disabilities. the borough and therefore highlighted the lack of dental services to NHS England. NHS England found the same as 41 Individuals fed back, with experiences Healthwatch Sefton, that there was a being uploaded anonymously onto the distinct lack of dentists in the Southport Feedback centre and fed back to area. commissioners via the ‘Engagement and Patient Experience Group’.

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Interpretation services at a local GP practice

An advocacy service contacted us to ask for support with one of their clients. The client was a patient registered with a Sefton based GP practice and required interpretation support as they were Deaf. The practice was unwilling to provide an interpreter and suggested that the client make an appointment with the GP at the practice trained in sign language (level two). The patient was not comfortable with this, but this was all the practice offered. Wendy Andersen, holding an engagement After we raised the concern with NHS stand to promote the Signposting and England, the practice was contacted Information Service. directly by NHS England and they were instructed to book an independent, qualified interpreter through Action on In early 2017 calls continued to the Hearing Loss and to do this when requested Signposting and Information line relating to; for all patients who were registered as Deaf dental access, welfare support services, GP at the practice. access and hospital complaint procedures.

“Thanks again. My colleague is “I would like to thank you for your indebted to you for the help in locating a dentist for my information and currently seeking son so quickly and getting an out an assessment. I will forward appointment.” this additional information onto them” Sefton Resident.

NHS England, (Cheshire and Merseyside).

“Thank you so much for your helpful email I have passed it all on to my sister in law. I am sure she will find it useful.”

Sefton Resident.

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Making a difference together

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How your experiences are  Healthwatch Sefton Experience Report. Liverpool Community Health NHS Trust, helping influence change. Maghull Health Centre, October – November 2016. This year we have published 16 themed  St Marks Medical Centre Enter and View feedback reports which have focused on report, November 2016. issues which local people have told us need  We listened, we shared, and they heard to be reviewed; - The Walton Centre NHS Foundation  We listened, we shared and they heard- Trust Satellite Clinic, November 2016. Aintree University Hospital NHS  Report on Joint activity with Foundation Trust, April 2016. Healthwatch Sefton and Older People’s  Experiences of car parking at Aintree Forums. Care for older people. March University Hospital NHS Foundation 2017. Trust – June 2016.  We listened, we shared, and they heard  Aintree University Hospital NHS – Southport & Hospital NHS Foundation Trust – Enter and View Trust, March 2017. report, July 2016.  We listened, we shared, and they heard  HMP Kennet - Offender access to Health – Liverpool Women’s NHS Foundation & Social care services, July 2016. Trust, March 2017.  We listened, we shared, and they heard- Mersey Care NHS Foundation Trust. (Clock View), July 2016. “This makes interesting reading and I will share this with  Northern Counties Eventide Home – Enter and View, July 2016. colleagues in our Nursing and Quality team who manage  Hawthorne Lodge Enter and View complaints and ensure it is shared Report, August 2016. with the national work streams  Healthwatch Sefton Experience Report. reviewing this.” Liverpool Community Health NHS Trust, Litherland Town Hall Walk-In Centre, Glenn Coleman, Head of Primary Care and August – September 2016. Programme Director General Practice Forward View. North Region (Cheshire and  Leyland Rest Home. Enter and View, Merseyside). September 2016.

 Complaints in Primary Care: A snapshot Why not download the reports from our of how complaints procedures work in website; GP Practices across Sefton, September http://healthwatchsefton.co.uk/experienc 2016. e-reports/

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Working with other organisations. We work with our national body

Healthwatch England ensuring they know During this period, formal reports and about the issues which are being shared feedback on local services has been shared with us, sharing all of the reports we with local commissioners and providers, the publish. We attended the 2016 national Care Quality Commission (CQC) and the NHS conference and we have attended North England Cheshire & Merseyside Quality West Healthwatch network meetings. Surveillance Group to support local During July, we decided to use the monitoring, inspection and regulatory Healthwatch England ‘Social Care Toolkit’ activity. We have worked with the which helped us to find out to what extent contracts and commissioning team (Sefton delays in social care assessments, package MBC) as part of our planning work for Enter arrangements and reviews are a concern for and View visits to residential/care homes. local people and fed this into the national work. During the year we have escalated two During this period, following an Enter and issues with the Care Quality Commission View visit, Hawthorne Lodge Care Home did which were raised with us directly by NHS not respond to the findings and staff who didn’t want to use their own recommendations within the report within whistleblowing policy. Whilst Healthwatch the statutory response time. We are Sefton was carrying out outreach on working with our commissioners to ensure community services delivered at Maghull we get a full response. Health Centre (October – November 2016), staff reported to Healthwatch that they felt Working with Southport and staff shortages were having a detrimental Ormskirk Hospital NHS Trust. impact on patient services and safety. This We have worked with this trust to build on included patients being unable to get our working relationships and in March 2017 through on the phone lines to book and we held an event to help the Trust update cancel appointments at the centre. Staff members and share how they want to work had also previously highlighted staffing with Healthwatch. Sheila Lloyd, Director of issues to Healthwatch during April 2016 and Nursing, Midwifery, Therapies and the impact on patient care. On both Governance, together with Rob Gillies, occasions Healthwatch Sefton escalated Executive Medical Director and Iain this to the CQC and NHS South Sefton McInnes, Interim Chief Executive gave an Clinical Commissioning group. overview of the Trusts progress following the Care Quality Commission (CQC) report.

The provider recruited an extra staff Sheila began the presentation by saying member to work in the reception area until that she wanted to re-engage with the end of the provider contract. Healthwatch Sefton as well as evaluate how effectively the Trust was engaging with communities.

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Just before the end of the year we were approached by NHS England to attend meetings of the task and finish group which was looking at the future options for how primary care medical services would be commissioned for patients at the Hightown

Village Surgery and Surgery. We worked as an independent advisor on the group to ensure that patients at both

practices were provided with the Executives from Southport & Ormskirk opportunity to have a say on the future of Hospital NHS Trust, at the Healthwatch services, helping to advise on ‘Listening Sefton Members event (March 2017). Events’ which were being organised. The outcome of this work will be featured in Working with Healthy Liverpool and next year’s annual report. Liverpool Women’s NHS Foundation How we’ve worked with our Trust. community. During August 2016, we independently held two events; a Coffee and Cake event in How we have promoted and Southport and a Tea and Toast event in supported the involvement of local Bootle to support pre consultation work being undertaken on the future of Liverpool people in the commissioning, Women’s NHS Foundation Trust. With the provision and management of local support of NHS Southport & Formby and health and care services. NHS South Sefton Clinical Commissioning Groups we held the events with little notice to ensure local residents could engage at an As a Healthwatch one of the ways we early stage in discussions about potential gather local people experiences is via two changes to services. networks, which we have set up and developed ‘Community Champion networks’. Both networks are made up of local voluntary, community and faith sector

groups along with health centres, libraries and schools. The networks have regular attendance from Sefton Clinical

Commissioning Groups (CCGs).

Healthy Liverpool talking to members at the Tea and Toast Event (Bootle, 2016). Working with NHS England.

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Members meet up on a regular basis to hear  Children’s Centre. up-to-date information regarding local  Crosby Library. health & social care services and the meetings are an opportunity for members  Keystone (caring for carers of and cared to highlight any emerging themes from for with Dementia). their localities. Providers of services are  Expect Ltd @ Bowersdale Resource also invited along to the meetings to Centre, Seaforth. provide updates on their services.  Veterans in Sefton. Both networks are unique to Healthwatch Sefton and have in the past been  Galloway’s Society for the Blind. acknowledged by Healthwatch England for  Linacre Methodist Mission. being an effective model of engagement.  Maghull Library.

 Maghull Methodist Church.  N Directions (Bootle Resource Centre).  Netherton Library.

 Netherton Feelgood Factory.

 Netherton Park Neighbourhood Centre.

 The Orrell Trust.  Oxford House, One Vision Housing.  Parkhaven Trust. Network members at a Southport &  People First Merseyside. Formby Community Champion Network meeting.  Seaforth Children’s Centre and All Saints Children’s Centre.

 Seaforth Residents Action Group.

 Sefton Carers Centre.  Sefton OPERA.  Sing Plus Resource Centre.  St Leonards Youth and Community Centre.  SWACA.  Ability and Access Sefton Forum.  SWAN Women’s Centre.  Bootle YMCA.  The May Logan Health Centre.  British Lung Foundation.  The Venus Centre.  Brunswick Youth and Community Centre.

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 121 in the Community.  Southport Macmillan Cancer Information and Support Centre.  Access Sefton.  The Stroke Association.  Addaction.  Stroke UK.  Age Concern Liverpool and Sefton.  VENUS.  Ainsdale Community Care.  Woodvale & Ainsdale Community  Alzheimer’s Society. Association.  Breathe Easy (North).

 Brighter Living Partnership. “Sefton Older Persons’ Forums have  Crossens Community Centre. been delighted to be able to work in  Diabetes Society. partnership with Healthwatch on an  Formby and Ainsdale Library. awareness raising campaign which aimed to encourage older people to  Freshfield Children’s Centre. feel confident to report on their  Galloways Society for the Blind. experiences of services registered  Lakeside Church. with the CQC. This piece of work  Lord Street West Church. enabled us to give a clear message to  Marshside Road Methodist Church. all our members that their opinions and experiences are valued and  Pain Matters. respected. We were also able to  Parenting 2000. promote the valuable work of  People First Merseyside. Healthwatch Sefton with our forum  Sefton Cancer Support Group. members and to encourage them to  Sefton Carers Centre. engage with their local health services to improve quality.”  Sefton Equalities Partnership.  Sefton Pensioners Advocacy Centre: Sefton Older Persons Forums.  Southport Centre for the Deaf. Justine Shenton, Sefton Pensioners Advocacy Centre.  Southport Library.

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How we have supported our Experience Group. representative on the Health and  Southport and Formby CCG and NHS Well Being Board. England Joint Commissioning Maureen Kelly, Chair of Healthwatch Committee. Sefton, has represented community issues on the Health & Well Being Board. Maureen  NHS England (Cheshire & Merseyside) has attended both formal and informal Quality Surveillance Group. meetings of the board, and has presented  NHS England GP Forward View formal updates on Healthwatch Sefton’s Programme Group. work plan.  Sefton Health & Wellbeing Board (formal and informal). How volunteers have been involved  Overview and Scrutiny Committee in specific roles to carry out our (Health and Social Care). statutory activities.  Care home working group.

 Overview and Scrutiny Committee Healthwatch Sefton has a number of (Children’s Services). volunteer roles and one of the roles we introduced this year was ‘Healthwatch  Children & Adolescent Mental Health Representative’. Volunteers in this role Services working group. attend meetings to represent Healthwatch  Sefton MBC Health Protection Forum. Sefton and the community it serves.  Sefton MBC Public Engagement and

Consultation Panel. During the year Healthwatch Sefton was  Improving Information Forum. represented at 27 different boards/  Sefton MBC Pharmaceutical Needs committees/meetings. Assessment Group.

 Sefton Safeguarding Adults Board. Throughout the year, Healthwatch Sefton  Well Sefton – Early Intervention & has represented community views on the Prevention Group. following:  NHS Southport and Formby CCG Governing Body.  NHS South Sefton CCG Governing Body.  NHS Southport and Formby and South

Sefton CCG Engagement and Patient

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Provider forums and Committees Quality Accounts. Volunteers supported our work again this Aintree University Hospital NHS Foundation Trust. year in drafting and agreeing commentaries for inclusion in seven provider Quality  Patient Experience Executive-led Group. Accounts.  Quarterly meeting. “Southport and Ormskirk Hospital NHS Trust have been working in Southport and Ormskirk Hospital partnership with Healthwatch NHS Trust. Sefton, to ensure patients carers  Patient, Carer and Families Experience and families get a good experience & Engagement Steering Group. whilst in our care. Over the last few months Healthwatch have been on site in Southport asking Liverpool Community Health NHS patients about their experiences Trust and giving feedback to the Trust to  Patient Experience Group. action and, in some cases, facilitate change.  Quarterly meeting. Healthwatch has been pivotal in our ‘ Developing the Experience of Mersey Care NHS Foundation Trust. Care Strategy’, working alongside  Quarterly meetings. our teams to launch across the community and take part in our ‘pledge’ groups going forward. Alder Hey Children’s NHS Foundation Trust. Healthwatch plays a key role to  Quarterly meeting. ensure as a Trust we get things right for our patients, carers and

families and advocate their ‘voices The Walton Centre NHS Foundation are being heard’. Trust. We look forward to continuing to Patient Experience Group.  work in partnership with your  Quarterly meeting. teams.”

Gill Murphy, Deputy Director of Nursing, Royal Liverpool and Broadgreen Midwifery Therapies and Governance. University Hospitals NHS Trust Southport and Ormskirk Hospital NHS Trust.  Quarterly meeting.

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It starts with you

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Healthwatch Sefton had previously carried  Changes to the phone service allowing out outreach at Maghull Health Centre in patients to call other community relation to community services under a services centres to make and cancel wider piece of work specifically relating to appointments at the Maghull Health Podiatry services ‘access and treatment’ Centre. across six South Sefton clinics during 2014.  On-going Podiatry task and finish group Healthwatch Sefton continued to receive meetings to ensure issues were being experiences regarding community services addressed. Healthwatch Sefton is a at Maghull Health Centre from both member of this group. patients and staff and made the decision based on the evidence received to carry out  Disability access – this an on-going issue further outreach during October – with NHS England. Healthwatch Sefton has continued to speak out on the November 2016. During this time 81 patients’ behalf on this issue. completed experience forms were received. “When you have cancer your blood Positive comments included: tests are vital. Having to wait 2  Quality of treatment & care – 80% days extra because of telephone lines is not good”  Staff, in particular attitude of reception staff – 90% Maghull Resident. Negative comments included:  Access via the telephone lines.  Disability access to building and car park.  Car parking issues in general.  Shared podiatry treatment room – impact on privacy, dignity &

confidentiality. “Yesterday there were three  Staff shortages. different patients on tripods. One Working in partnership with the provider gentleman was helping his wife and Liverpool Community Health NHS Trust said it was a struggle to get (LCH), Healthwatch Sefton monitored the through doors. The parking was recommendations put forward for improvements and, where possible, changes also terrible for them. One were implemented by LCH including: gentleman got upset yesterday; he said he finds it awful hard to get in Additional staff member recruited in the  here. There are three doors to get reception area (until the end of the through.” provider contract).

Staff Member, Maghull Health Centre.

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Our plans for next year

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What’s next? Air Pollution (South Sefton). This issue continues to be an important Sustainability and Transformation public health issue which residents across plan: ensuring Sefton residents South Sefton want to prioritise. Work with have a say. We are committed to making the local public health team and Highways sure that those who are working to develop Agency will be undertaken. the plan listen to the views of local people. Access to Podiatry appointments We are working with other local Working with healthwatch across the Cheshire and (Southport & Formby). Merseyside footprint to ensure that Sefton the new provider, Care NHS residents have a say in how local services Foundation Trust we will support the will be planned and delivered in the future. review of the appointment system and share feedback with the Trust from current Supporting the improvements of users. local Special Educational Needs Feedback about Domiciliary Care and Disability (SEND) services. We services. We will continue to gather will be monitoring local progress with the feedback on local services and work with statement of action and support families to commissioners at Sefton MBC to support share their feedback. their work to ensure services are effective.

Developing Young Healthwatch. Working Voice. Ensuring that local We will continue to engage with young people who are of a working age know people across Sefton with the support of about Healthwatch and are able to share Sefton Young Advisors. their feedback on services. Review of Sexual Health Services Reviewing access to services (South Sefton). We will be working with provided by Southport and Southport & Ormskirk Hospital NHS Trust to Ormskirk Hospital NHS Trust using share feedback about how this service is public transport. We have been asked running in centres across south Sefton. to review this area as local residents across Reviewing Social Care assessments Southport & Formby are finding it difficult and supporting the review of to travel to the Trusts two hospital sites using public transport. Sefton Carers Strategy. We will be supporting the review of Sefton Carers Enter and View visits to residential Strategy and looking at how social care and care homes. assessments are working. Announced and unannounced visits will Supporting working groups of our continue to be undertaken with more Overview and Scrutiny Committees. partnership work with key stakeholders We will continue to support working groups including Sefton MBC commissioners, including those set up to review Children Clinical Commissioners and the Care Quality and Adolescent Mental Health Services and Commission (CQC). Care Homes.

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Our people

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Decision making. Steering Group. Our Board of Directors.

Responsibility for setting the direction of We are set up as a company limited by work and activities undertaken by guarantee, a subsidiary company of Sefton Healthwatch Sefton has been delegated Council for Voluntary Service (Sefton CVS). from the Board of Directors to the Steering The board meets every two months. Group. All members of the Steering Group

undertake this work in a voluntary The board is responsible for corporate capacity. This group is community focused governance. There are eight directors appointed to the board and each director and has 18 seats. During this reporting is a member of the company in period the group has met on a monthly accordance with the Companies Act basis alternating meetings between 2006. Southport (north Sefton) and Seaforth (south Sefton). From April – November 2016, Directors were The group reviews emerging issues, ensures appointed but due to our locality the work plan is progressed and authorises representative elections (Nov 2016 – Feb reports and Enter and View visits. 2017) new directors were sought. Membership of the Steering Group during

this reporting period-

 Maureen Kelly. Chair Chair Maureen Kelly (April 2016 – present)  Nigel Bellamy. Deputy Chief *Maureen was reappointed Chair following Executive/Director of Development. an interview process (November 2016). Sefton CVS. Organisational representatives -  Will Melia. Director of Corporate Resources. Sefton CVS. Health and Social Care Forum – Sue Evans (January 2017 – present).  Val Elson. Trustee. Sefton CVS. Every Child Matters Forum -  Libby Kitt. Locality Representative. Ann Taylor (July 2016 – present). South Sefton. Sefton Faith Network -  Lionel Johnson. Locality Representative. *seat not filled. Southport & Formby. Sefton Equalities Partnership -  David Skelton. Sefton Equalities David Skelton (April 2016 – present). Partnership. Valuing People Partnership Board -  Roger Hutchings. Organisational Roger Hutchings (April 2016 – September Representative. Valuing People 2016) * Roger remains on the group as a co- Partnership Board. (April 2016 – opted member. September 2016).

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Sefton Partnership for Older Citizens - Central Southport - Marion Hepworth (April 2016 – present). Lionel Johnson (April 2016 – November 2016). Carer’s representative - Anne Major (February 2017 – present). Diane Middleman – Sefton Carers Action Group (April 2016 – June 2016) Ainsdale and - Tony Haigh (July 2016 – present). Ken Lowe (April 2016 – present). *Ken was re-elected February 2017. Young Person’s representative – Jessie Taylor (Jan 2017 – present) Formby - Amy Irwin (Jan 2017 – March 2017). Derek Thomas (April 2016 – November 2016). Nigel Booth (February 2017 – present).

The three year term of office for the eight Locality representatives came to an end in Southport and Formby Community November 2016. All community members Champion Network - John Black (April 2016 – present). were invited to apply to be a locality

representative. All individual community members were eligible to vote for their representatives and in February 2017 the new volunteer representatives started in their roles.

Locality representatives -

Bootle - Fred Roberts (April 2016 – November 2016). Steering group members with their thank Crosby - you cake after serving their three year April 2016 – February 2017 seat not filled term of office, November 2016. Diane Foulston (February 2017 – present).

Maghull - Steering Group Monitoring and Maurice Byrne (April 2016 – present) Scrutiny Panel. *Maurice was re-elected February 17 Following the establishment of the Seaforth, Litherland and Netherton - ‘Monitoring and Scrutiny Panel’ this panel Libby Kitt (April 2016 – November 2016) has met on a monthly basis to ensure that *seat not filled. recommendations from Healthwatch

North Southport - reports are implemented and information Brian Clark 0BE (April 2016 – present) from external partners is monitored. The *Brian was re-elected February 2017. following volunteers and staff support us with this work:

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working in partnership to help improve health & social care services for the local  Wendy Andersen people of Sefton. As a thank you, lunch and  Nigel Booth (March – present) drinks were provided for everyone to get together and celebrate. Over 20 volunteers  John Black and community champion network  Brian Clark OBE members attended.  Roger Hutchings We held an event during the summer in South Sefton and have more planned for  Maureen Kelly the coming year.  Libby Kitt  Ken Lowe  Anne Major (March – present)  Diane Middleman (April – June 16)

Our Staff support structure.

There is a staff team in place to support and help Healthwatch Sefton deliver on its priorities. There are five members of the team (four whole time equivalent). The Locality representatives and Community staff team providing this support have been Champions at the Volunteer thank you seconded into Healthwatch Sefton from event, June 2016 Sefton Council for Voluntary Service (Sefton CVS):  Diane Blair. Manager.  Wendy Andersen. Engagement and Participation Manager.  Betty Boner. Engagement and Participation Officer.  Bridget O’Toole. Signposting, Information and Intelligence Officer.  Louise Malone. Communications Support Officer.

Our Volunteers. People First (Merseyside) at the Volunteer thank you event, June 2016 We thank everyone who volunteered their time, their gratitude and commitment to

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Using the Healthwatch England Engaging with Healthwatch Quality Statements. Sefton. During June 2016 we used the self To ensure stakeholders are aware of how evaluation tool from Healthwatch England’s they can effectively engage with quality statement toolkit. We sent out the Healthwatch Sefton, Diane Blair, Manager self reflection survey to over 1000 of Healthwatch Sefton, presented a report community members. After analysing the to Sefton Public Engagement and responses, we held a session for members Consultation Panel to clarify the different and asked Laura Goad (Sefton CVS) to levels by which stakeholders can connect independently facilitate the session. with Healthwatch. Members of the panel endorsed the process which received positive feedback when the panel met in November last year. A 12 month trial is now underway in order to track at what level stakeholders engage with Healthwatch Sefton and the outcomes from that engagement.

“This is a really good document and example of good practice.”

Councillor Paulette Lappin, chair of the Volunteers and staff at the development Sefton Public Engagement and Consultation session, July 2016. Panel. Following the session one of the main areas “This year has been a busy year identified for review was the with Healthwatch contributing to communications strategy and in January many areas of scrutiny, in 2017 we held our first meeting with particular surrounding the joint members to review how we address the OFSTED and CQC Inspection of issues which were raised. The following special educational needs and members have supported us in being disability services. Healthwatch members of the communications group; continue to play an important part  Angela Keith in Boards, in particular the Health  Maureen Kelly and Wellbeing Board and the Overview and Scrutiny Committee  Libby Kitt (adults and health) and we hope to  David Petrie continue a positive working  Margaret Roberts relationship in the future.”  Justine Shenton Dwayne Johnson. Director Social Care and  Nigel Smith Health. Sefton Metropolitan Borough Council.

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Our finances

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Income £

Funding received from local 143,281 authority to deliver local Healthwatch statutory activities

Additional income _

Total income 143,281

Expenditure

Operational costs 6,361

Staffing costs 106,280

Office costs 22,885

Total expenditure 135,526

Balance brought forward 24,167

* Copies of the full accounts can be made available on request.

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Contact us

Get in touch Address: Healthwatch Sefton. Sefton Council for Voluntary Service (Sefton CVS). 3rd Floor, Suite 3B, North Wing, Burlington House, Crosby Road North, Waterloo, Liverpool. L22 0LG Phone number: 0151 920 0726 (ext 240) Freephone: 0800 206 1304 Text: 07434 810438 Email: [email protected] Website: www.healthwatchsefton.co.uk Twitter: @HWatchsefton @HWSFindServices

Address of contractors:

We will be making this annual report publicly available on 30 June 2017 by publishing it on our website and sharing it with Healthwatch England, CQC, NHS England, Clinical Commissioning Group/s, Overview and Scrutiny Committee/s, and our local authority.

We confirm that we are using the Healthwatch Trademark (which covers the logo and Healthwatch brand) when undertaking work on our statutory activities as covered by the licence agreement.

If you require this report in an alternative format please contact us at the address above.

© Copyright (Healthwatch Sefton 2017)

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