SUMMER 2019 #JUSTASK19
JUST ASK 2019 Report Summary Content OVERVIEW
3 JUST ASK AT A GLANCE 5 INTRODUCTION 5 JUST ASK SUMMARY 12 JUST ASK AMPTHILL 13 JUST ASK BIGGLESWADE 14 JUST ASK DUNSTABLE 15 JUST ASK HOUGHTON REGIS 16 JUST ASK LEIGHTON BUZZARD 17 JUST ASK SANDY 18 JUST ASK STOTFOLD 19 ORGANISATIONS 21 A BIG THANK YOU 23 Just ask tour 25 SAYING GOODBYE TO THE CHUMS BUS 27 Just ask 2020
WWW.HEALTHWATCH-CENTRALBEDFORDSHIRE.ORG.UK At a Glance
WWW.HEALTHWATCH-CENTRALBEDFORDSHIRE.ORG.UK JUST ASK at a glance
Almost 1300 visitors attended The events were supported the Just Ask Roadshows by over 185 volunteer hours
16 Organisations joined We visited 7 locations across us this year Central Bedfordshire
Over 700 people took A key concern was housing part in our voting polls growth and lack of infrastructure
4 HEALTHWATCH CENTRAL BEDFORDSHIRE Introduction 6 HEALTHWATCH CENTRAL BEDFORDSHIRE #JUSTASK19
Introduction
Healthwatch Central Bedfordshire of departments within the Council, not (HWCB) engages with the community only those who were able to attend to ensure that people’s views, each event, but those who worked concerns and experiences are heard behind the scenes to provide follow up by key decision makers, commissioners activity and updates after each ‘Just and service providers. Ask’ event.
HWCB’s primary public engagement The ‘Just Ask’ programme of events programme ‘Just Ask’, is now in its gave key partner organisations the seventh year. The aim of the activity opportunity to engage directly with is to reach out to people in our the public, reach a much wider community and to give everyone the audience, and also enabled them to opportunity to have their say. promote their programme of activity and consultations. For example, As in previous years, Healthwatch consultations with the public included Central Bedfordshire continues to satisfaction about housing support work in partnership with Central services and Age UK asked visitors Bedfordshire Council (CBC), Grand about their opinions on their key Union Housing Association and other activities. key stakeholders, including health providers, third sector organisations The 2019 programme was launched and community groups, to deliver the at Asda in Dunstable in May this ‘Just Ask’ programme over the summer year; always one of our most popular months. venues.
Staff and colleagues from a wide range This year HWCB delivered seven events of organisations join HWCB to provide across Central Bedfordshire, in the a wealth of information and advice following locations: about health and social care services delivered locally. + Dunstable + Sandy Staff and volunteers engage with + Ampthill people to provide signposting, + Houghton Regis information and advice on services and + Biggleswade support available locally. This enables + Leighton Buzzard the public to have greater choice, + Stotfold make informed decisions and can also help resolve issues and concerns. We always aim to visit places where We invited a wide range of voluntary there is a high footfall, such as sector providers to join us (please see supermarkets, market squares and page 20 for a comprehensive list). town centres. In 2019, the planning In addition, Central Bedfordshire team agreed to limit the amount of weekend events such as community Right: Visitors to Council, one of the main sponsors the Just Ask events for the programme, joined us at the fetes. This was due to the limited across Central number of visitors we had seen in Bedfordshire, majority of the events and further and available support came from a diverse number previous years, though we did attend information Ampthill’s Gala Day.
HEALTHWATCH CENTRAL BEDFORDSHIRE 7 Just Ask Summary #JUSTASK19
JUST ASK SUMMARY
The planning for ‘Just Ask 2019’ began in February 2019. Healthwatch Central Bedfordshire’s staff, colleagues from our key partner organisations, and HWCB’s volunteers met to evaluate the programmes outcomes from the previous year, to share ideas, to plan a Where ‘Just Ask 2019’ was held in places draft timetable, and to research suitable that bordered neighbouring Counties, we locations for each event. provided information about other local Healthwatch in their locality, as well as The publicity campaign included the design services and organisations appropriate of a poster to advertise the programme to their area. For example, a visitor was which is widely distributed, and a digital interested in Healthwatch presenting promotional campaign that includes all to their Community Group. As they social media networks. This is completed were in High Wycombe, the details for at the early stages of the programme and Healthwatch Buckinghamshire were given. continues throughout the season, all of which is key to ensuring that ‘Just Ask Staff and volunteers from HWCB together 2019’ is widely promoted to attract a large with staff from Central Bedfordshire audience. Council and other voluntary organisations were available throughout each event to talk to visitors, encourage feedback on consultations, signpost to other organisations or support groups, and to help with queries or concerns.
Included within this report are details of each separate event within the programme which show examples of case studies highlighting the type of issues and concerns raised by local people and the outcomes that were achievable with the support of the ‘Just Ask’ team (see pages 12 to 18).
The ‘Just Ask’ programme is very popular with our partner organisations as it provides an effective and responsive means of engaging with the local population and it has evolved into an effective network that is able to respond to issues or concerns that may otherwise go unheard or unresolved.
HEALTHWATCH CENTRAL BEDFORDSHIRE 9 Your Priorities #JUSTASK19
YOUR PRIORITIES
This year HWCB used the voting tubes to ask, ‘Where should NHS money be spent?’ which linked effectively to the work HWCB are doing on the NHS Long Term Plan.
In January 2019, NHS England published an ambitious ten-year Plan showing their priorities for the future and how they were going to invest extra money in the NHS. about the experience of others. The voting activity encouraged people to have conversations In March 2019, HWCB, working in collaboration with HWCB staff on why they selected this with our colleagues across Bedfordshire, particular area for the NHS to invest in. This Luton and Milton Keynes (BLMK), launched an allowed for a much more detailed feedback than engagement campaign called ‘What Would a simple tube token count. You Do?’ This campaign, commissioned by Healthwatch England, was designed to gather In HWCB’s report ‘What would you do?’, which feedback from the public on ways to improve highlighted our findings from the engagement local services and to hear from the local campaign carried out in the summer of 2019, community what changes they would like to clearly reflected the NHS areas visitors to Just see in their area. Ask were keen to see invested in, in the future.
HWCB had an overwhelming response from the For example, the majority of people who took public and all the feedback gathered will be part in the campaign were very keen to talk used to inform the BLMK Local Plan explaining about the support needed for those with a how these priorities will be delivered across mental health condition which achieved the BLMK. HWCB were very keen to ensure that highest score in our Just Ask survey. In particular any decisions made were based on the views the consensus from the engagement was that of local people. The full report which includes more, and better, early intervention is needed our findings from engagement across Central at grass roots level as current mental health Bedfordshire, including at the Just Ask events, support tends to be aimed at more severe can be found on our website at https:// conditions. healthwatch-centralbedfordshire.org.uk/ publications/general-reports. Another area that visitors to the Just Ask events would like the NHS to invest in was specialist Over 700 people opted to share their opinion services and once again we identified a link to in the votes; it is important to note that some our earlier campaign, which highlighted cancer voted for more than one option, but there health and care services. People would like were clear priority areas for many people. to see improved, and more timely services, throughout the cancer journey, to help people Mental Health received 38% of the overall make informed choices with more health votes. Voters may or may not have interacted education and a raised awareness of the support directly with mental services as some spoke services that are available in the community.
HEALTHWATCH CENTRAL BEDFORDSHIRE 11 Events #JUSTASK19 Just Ask - Ampthill gala
“I’m really glad that the profile of mental health has been raised. It helps people to 223 visitors get help if they are less worried about negative attitudes”.
Summary of the Event Summer brought the sunshine to Ampthill and lots There were concerns that some GP surgeries were of young people to Just Ask, where positive no longer able to provide timely appointments for experiences were shared regarding 4YP, CAMHS, patients and one person was disappointed to find a CHUMS and Addenbrookes, for all levels of support treatment that was previously available at their GP and treatment in wellbeing, mental and physical was no longer available. health. Various Macmillan information on self-care for cancer conditions for individuals and family members was made available. There was high demand for the booklet ‘Recipes for People affected by Cancer’, which provides delicious and simple ideas for those struggling to eat.
Issues & concerns In response Outcome highlighted We explained that NICE guidance had changed, and The patient had more options. “Why can I no longer get my research suggested that Their experience, amongst ears syringed at my surgery? regular syringing was not the others, will be used to inform Where can I go and get it best treatment for ear wax an ear irrigation project, done?” removal. We offered looking at Central Bedfordshire information about other wide provision and information options including; alternative for all patients. treatments and private provision in the area
Follow-up information sent We explained that there were after the event including; A visitor was disappointed that limitations on how much we website for the Sickle Cell there was no information could carry at Just Ask. Society and contact for the about Sickle Cell Anaemia, However, we offered to find most local support group – they said they had rarely seen out what information was Luton. HWCB will use online anything anywhere. available and provide this to resources through the IPad at the individual. events to ensure that information can be provided in a timely manner at time of request.
HEALTHWATCH CENTRAL BEDFORDSHIRE 13 Just Ask - BIGGLESWADE
“When you are lost and struggling it’s hard to know what to do or where to go. There should be a more joined up system 131 visitors of agencies that are easily accessible online or in a central place”.
Summary of the Event Just Ask joined the Biggleswade Community Day Although there is a great deal of information out with a large-scale event held in the Market Square. there, both on paper and on the internet, there There were many other organisations with stalls, are still challenges to connecting people with what activities and entertainment on offer for those they need. This was also more challenging when who braved the rain. people had multiple health and social care needs. Once again people mentioned that infrastructure The CHUMS bus drew visitors who had received and services were put under pressure by their services and who wanted to know more about population and housing growth in the area. what they had to offer. At least ten people said they found it difficult to find the information or advice they required, particularly in times of need and crisis.
Issues & concerns In response Outcome highlighted
A visitor was looking for Leaflets and contacts for They were very happy to find support as they were looking MIND, Carers in Bedfordshire that there was support in the after someone with mental ill and the Recovery College area. prospectus. health.
One person had been told by a The Diabetes Education Team health care professional that were able to answer The individual felt confident they were pre-diabetic and questions, address concerns that they knew more about they wanted to know more. and offer advice on keeping the health issue. well.
14 HEALTHWATCH CENTRAL BEDFORDSHIRE #JUSTASK19 Just Ask - DUNSTABLE
“GPs are only interested in chucking pills at me, what I would like is more intense counselling”. “Dealing with mental health is a difficult journey and medication is easily distributed but it does not treat the cause, only symptoms. 299 visitors Further support for the psychological effects rather than pills would help to support the patient and family. Mental health impacts on all concerned but treatment is not offered for all. Mental health effects all ages.”
Summary of the Event Just Ask in Dunstable is always well received by A number of people shared their experiences of shoppers at Asda and one of our most popular health and social care for themselves and family venues for visitor numbers. members. Mental Health was high on the agenda for many “Mental Health is a more prominent The event was well supported by statutory and problem today and the help needed just isn’t voluntary organisations who were able to provide there”. – Visitor at Just Ask Dunstable. information, advice and support on a wide range of topics. These included; financial information, leaflets on specific cancers and health advice.
Issues & concerns In response Outcome highlighted HWCB contacted the provider to discuss the issues raised. How do I complain about my In both instances they wanted care from Circle MSK? more support than signposting Circle investigated their input to the Circle PALS team. They and provided each patient Two visitors had issues with the gave permission for HWCB to care and support from Circle with feedback on their case. speak to the provider on their One of the patients thanked MSK. There were concerns behalf. about admin, waiting times, HWCB for their support, as appointment quality and the issue had now been follow-up. resolved to their satisfaction.
A lady came to ask about We had limited information Full information was given to transport for a frail elderly on the stall but took the the lady, who will make friend. They were not able to details and researched contact on her friend’s access public transport due to options on return to the behalf – “Thank you, it really their frailty and needed other office. Buzzer Buses can helps to know what is options. support the person. available, I’m sure we’ll use it”.
HEALTHWATCH CENTRAL BEDFORDSHIRE 15 Just Ask - Houghton Regis
“My GP surgery is fantastic. I tell you if we moved home and I had to change, it would 197 visitors break my heart”.
Summary of the Event Just Ask was once again bathed in sunshine for the It was interesting to note that some people had Morrisons event. A significant number of visitors knowledge of some services, but not others. HWCB came to visit and to talk about their experiences gave out information about self-care and support of local health and care services. Feedback given networks that would be of support if formal about the quality of GP surgeries, physiotherapy, eligibility thresholds were not met. This helps both Addenbrookes, Luton & Dunstable and empower people to be more informed about their Northampton Hospitals, was very positive. wellbeing and help manage conditions, a more preventative option for many. There were some issues with services and service availability, and the team helped to signpost those in difficulty to appropriate advice and support.
Issues & concerns In response Outcome highlighted Contact for grief counselling and support were given for Four people, two with multiple self-referral – Cruse, family members of different Macmillan and CHUMS. People felt they had ages, were looking for support somewhere to go to get the help they needed. with the loss of a loved one. One person asked for support to self-refer. HWCB staff helped them to take this difficult step.
Bedfordshire Clinical People talked about what Commissioning Group (BCCG) they wanted improved and People were able to spoke to many visitors to ask what they felt the future of contribute to BCCGs their opinions on the NHS Long the NHS should look like. engagement activity. Term Plan.
16 HEALTHWATCH CENTRAL BEDFORDSHIRE #JUSTASK19 Just Ask - Leighton Buzzard
“Chums were amazing (for a young family member who lost a parent). They helped incredibly, so much so she is where she is now 237 visitors because of them”. “Why are opticians and dentists so expensive, I feel like there is so much money to be paid out”.
Summary of the Event Just Ask joined a very busy day in Leighton Buzzard Luton & Dunstable, Royal Free and Milton Keynes with market stalls and activities along the entire Hospitals were all praised for their caring staff and length of the High Street. support. Visitors to Macmillan were interested in self-care and As with other towns and villages in Central genetic information for themselves and family Bedfordshire, people in Leighton Buzzard were members. One person was very happy with the concerned about housing growth and lack of support for two youngsters who had non-Hodgkin and infrastructure. Over 20 people talked about the Hodgkin Lymphoma. It is important to remember that impact on GP services, with some commenting on the Macmillan provides services for all ages. proposed Health Hub – “Dunstable seem to be barrelling ahead and we’ve been left behind, we Volunteers from Leighton Buzzard Voluntary Transport aren’t told what is happening”. Residents were keen (LBVT) were very busy. They had queries about the to stay informed and involved, especially those service, as well as potential new volunteers. already part of local Patient Participation Groups.
Issues & concerns In response Outcome highlighted
A family moving their elderly HWCB provided information parent from another County to including local GPs, Adult Care The family feel more live closer asked questions Services and domiciliary care prepared to make informed about local GP, hospitals and providers. Also advised that choices with their cared for home care services. CQC had information on the person. quality of local services.
HWCB explained that HWCB continue to advocate telephone triage can for patient choice. To ensure sometimes help with waiting that services understand that Circle MSK and some GP lists and signposting to more patients may want to see a services have phone call appropriate and timely clinician/officer in person. appointments – “How can I services. have confidence in them That phone triage is part of getting it right, I need to see It is understood that this the range of options and not someone”. should not be the only option the only one. available to patients though.
HEALTHWATCH CENTRAL BEDFORDSHIRE 17 Just Ask - SANDY
“I have no problem with the NHS frontline staff, they are brilliant. I have recently had 196 visitors surgery and no problems. My experience of the NHS has been excellent”.
Summary of the Event A very busy session, with six organisations joining Residents of Sandy felt that the GP services in the HWCB. Members of the public and people working area were not resourced enough to provide care to locally with vulnerable people visited Just Ask to the growing population, with many visitors voicing find out more about what was available in the area their concerns about this issue. and across Central Bedfordshire. There were positive comments about individual Information and leaflets on Cancer conditions, members of staff at the Sandy Health Centre and diagnosis and treatment and mental health support praise for frontline NHS staff at Lister and Mount and services were the most requested at Sandy Vernon hospitals. Just Ask.
Issues & concerns In response Outcome highlighted
“I’m so glad I came over. I One gentleman was ‘dragged’ The Diabetes education team actually feel I can make to the stall by a family member talked to both people and changes myself now”. “I don’t want to listen to they asked questions. anything you have to say, I’m Encouraging people to interact not interested”. can be beneficial to their health and wellbeing.
We took time to discuss how A visitor asked about support they felt, what they wanted They felt more equipped to with anxiety. from a service and signposted take the next steps with the to MIND and gave information information given. about self-help activities.
18 HEALTHWATCH CENTRAL BEDFORDSHIRE #JUSTASK19 Just Ask - STOTFOLD
5 visitors
Summary of the Event This was our first visit to Stotfold at the request of HWCB and Council staff promoted by live Tweeting the the Town Council. Despite our efforts we were not activity and we did see some members of the public. able to secure a busy area for Just Ask and were However, in the main they looked for leaflets and pitched outside the offices at The Greenacre Centre. information, not advice or support. Macmillan and Although the event was well publicised both Care Quality Commission (CQC) leaflets were the most countywide and in the local area, there were very sought, in particular the CQC ‘What to expect’ range few visitors throughout the morning. which includes care home, dentist, GP and other health and social care services.
Below: Visitors to the Just Ask events across Central Bedfordshire, and voting tubes
HEALTHWATCH CENTRAL BEDFORDSHIRE 19 Organisations #JUSTASK19
Organisations Other Organisations We were joined by staff and volunteers from a number of organisations throughout the 2019 Age UK Bedfordshire programme, many of whom attended multiple events throughout the season. Abdominal Aortic Aneurysm (AAA) After each event Central Bedfordshire Council Screening Service (CBC) engaged with their colleagues to follow up on the issues raised and to provide feedback to members of the public. They also shared Bedfordshire Clinical Commissioning learning with colleagues and were actively Group involved in the promotion of the ‘Just Ask 2019’ programme. Carers in Bedfordshire
Representation from CBC Departments Diabetes Education Team
• Libraries Disability Resource Centre • Housing • Learning and Development Home Instead
Leighton Buzzard Voluntary Transport Website Link for electronic viewing
Macmillan
Minds2gether
Public Health Protection
Path2Recovery
Respite Care at Home Volunteers
Above: Visitor to the Just Ask event at Ampthill Gala
HEALTHWATCH CENTRAL BEDFORDSHIRE 21 A Big Thank You #JUSTASK19 A Big Thank you Healthwatch Central Bedfordshire would like to extend a special thank you to all the visitors who gave valuable feedback and shared their experiences of accessing health, social care and housing services in the Central Bedfordshire area.
As with all Healthwatch Central Bedfordshire activities, Just Ask could not happen without the time and enthusiasm of our committed volunteers. This year they have given 185 hours of their valuable time to help deliver this programme. A big thank you to them.
Special thanks to Roger Grimes, who is the regular driver for the ‘Just Ask’ programme. Roger is very familiar with the mechanics of the Just Ask could not happen without the time and enthusiasm CHUMS bus, which is integral to the setting up of our committed volunteers on arrival at location. He also takes care of staff and volunteers with hot and cold Our thanks also go to the Town and Parish beverages throughout the day with the very Councils across Central Bedfordshire who allow popular, much admired and enjoyed rock cakes, space and permission for the bus to be sited in baked by his wife. Roger does all of this with a their town. Thanks also to the organisers of the huge smile and it is a pleasure to work with fetes and festivals that we have been honoured him. to be part of.
We would also like to thank the supermarkets, particularly Asda in Dunstable and Morrisons in Houghton Regis, who allow us space in their carparks to enable us to reach their customers as they shop.
So many people are involved in the success of the ‘Just Ask’ programme each year and if we have omitted to mention them in this report we appreciate the support we are given to allow us to perform our statutory function as a local Healthwatch.
Finally, the ‘Just Ask 2019’ programme would not have been possible without the support of Central Bedfordshire Council, Grand Union Above: The Lovely Roger Grimes Housing and their residents group ROAR, and the CHUMS bus.
HEALTHWATCH CENTRAL BEDFORDSHIRE 23 The Just Ask Tour The Just Ask Tour
The Just Ask tour 2019 took in seven locations in Central Bedfordshire over the Spring and Summer months.
Healthwatch Central Bedfordshire 25 Saying Goodbye to The CHUMS bus #JUSTASK19 saying goodbye to the chums bus
Thank you to CHUMS for the support over the For 2020, we will be looking to secure another last two years with maintaining the vehicle and means of transport, this is likely to mean using allowing us to secure regular hire. the Door2Door bus, which we have used in the past. The Just Ask banners will also be getting an update, but should be recognisable. CHUMS have made the decision to base their bus where it will have the most impact and activity for the young people they support. Please look out for us in your community in Following the last Just Ask event of 2019 in 2020. September, the bus moved to its new permanent home in Cambridgeshire.
HEALTHWATCH CENTRAL BEDFORDSHIRE 27 Just Ask 2020 #JUSTASK19 just ask 2020 maintaining our numbers
We continue to be committed to bringing Just In most cases market squares and supermarkets Ask to the whole community of Central provide the busiest sessions and we will Bedfordshire. There is a significant resource continue to increase our presence in these investment for the activity and this needs to be areas. considered before booking arrangements are made. This year Stotfold was the least visited event, however it is still important to ensure the To ensure that we are reaching a good number community are included in the future. We have of people we need to consider sites with a high agreed with the Town Council to look at other footfall. Although we cannot anticipate the opportunities, such as joining a Community impact of bad weather or other issues, we can Day/Farmers Market or holding an information plan our events to maximise visitor numbers. stall in the Council offices.
HEALTHWATCH CENTRAL BEDFORDSHIRE 29
About Healthwatch Central Bedfordshire
Healthwatch Central Bedfordshire is the Healthwatch Central Bedfordshire is one local consumer champion, promoting choice of three local Healthwatch in the County and influencing the provision of high quality of Bedfordshire and belongs to a network health, social care and wellbeing services for of local Healthwatch. Healthwatch England all across Central Bedfordshire. leads, supports and guides the Healthwatch Healthwatch Central Bedfordshire (HWCB) network, which is made up of the national has significant statutory powers to ensure body and local Healthwatch across each of that the voice of the consumer is the 152 local authority areas in England. strengthened and heard by those who Healthwatch is the only body looking solely commission, deliver and regulate health and at people's experiences across all health care services. HWCB engages and consults and social care. As a statutory watchdog, with all sections of the local population so our role is to ensure that local health and that a wide cross-section of views are heard, social care services, and the local decision- understood and acted upon. Everything we makers, put the experiences of people at say and do is informed by our connections to the heart of their care. local people and our expertise is grounded in their experience. Heathwatch Central Bedfordshire www.healthwatch-centralbedfordshire.org.uk Capability House tel: 0300 303 8554 Wrest Park e: [email protected] Silsoe Bedfordshire @Healthwatch_cb MK45 4HR Facebook.com/Healthwatch Central Bedfordshire hw_centralbeds
Healthwatch Central Bedfordshire