Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 1

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Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 2

Table of Contents

Executive Summary ...... 4 Background ...... 12 About the Humber Acute Services Programme ...... 12 How We Have Listened - Methodology ...... 13 Aims and Objectives ...... 13 Approach ...... 13 Experience and Views Questionnaire ...... 13 Stakeholder Experience and Views Workshops ...... 15 Learning and adapting our approach ...... 15 Engagement Reach ...... 17 Questionnaire ...... 17 Workshops ...... 18 Questionnaire Findings...... 19 Workshop Findings ...... 37 Recommendations ...... 44 Next Steps – How your voice will make a difference ...... 46 Appendices ...... 49 Appendix (i) – Questionnaire ...... 50 Appendix (ii) - Demographics of respondents ...... 56 Appendix (iii) – Social Media Reach ...... 65 Appendix (iv) – Social Media Comments ...... 67 Appendix (v) – Emails received ...... 68 Appendix (vi) - Open questions coding summaries ...... 71 Appendix (vi) – Engagement Review ...... 82 Appendix (vii) – Workshop: Typical Agenda ...... 88

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 3

Executive Summary

Purpose

Ten years from now healthcare across the Humber will look very different. As we design and implement new and better ways of meeting our population’s health and care needs, we want to ensure decisions about what changes to make are informed by what local people have told us matters most to them. The What Matters To You engagement exercise was undertaken to gather the views and perspectives of a range of stakeholders to enable decision-making within the programme to reflect the priorities and preferences of local people. This report provides a summary of the findings of the first round of engagement undertaken between February and May 2021. The Executive Summary provides a brief overview of:

• Who took part • What participants told us about their experiences of care • What participants told us matters most to them • A brief analysis of the responses from different cohorts • A summary of next steps The engagement exercise will continue throughout the Humber Acute Services programme and will form an important strand of engagement activity across the programme. Follow-up engagement activity will be undertaken in the coming months to ensure all communities are given the opportunity to get involved. Future engagement work will be targeted towards groups and individuals that are under-represented in this engagement exercise. Regular updates to this report will be provided.

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Next steps

We asked our patients, staff and members of the public what was most important to them when thinking about care in hospital. We asked about what matters most because we want to pay particular attention to the things people have told us are most important when we look at how we might provide services differently in the future. When we compare the different ways of organising our services (known as the options appraisal stage of our change process), we will look to prioritise those options which make the biggest improvements to those areas people have told us matter most. We heard through this engagement that being “seen and treated as quickly as possible” was most important. The feedback so far tells us that we need to pay particular attention to the current challenge of long waiting lists, particularly in those services most adversely affected by the Covid-19 pandemic. We also need our longer-term plans to ensure patients are seen and treated quickly in all services and that we design them in a way that means they can withstand any future shocks. We also heard it was very important that: ✓ you are kept safe and well looked after. ✓ there are enough staff with the right skills and experience. ✓ things go well for you, and you are satisfied with your care. Whilst we received nearly 4000 responses to our survey, the number of responses from some groups and communities was relatively low. We want to gather more feedback from those we have not yet heard from to help us when we come to make decisions. We want to listen more to our population as we continue to develop our possible options for change. We want to understand if peoples’ priorities change when we know more about what the possible changes might be and what that will mean for them. This process of listening will continue throughout our change programme so we can continue to respond to what you are telling us is most important and take these factors into account when designing ways of providing care in the future. We are continuing to ask the What Matters to You question within all our engagement activities and will continue to listen to feedback. Next, we will: ✓ ask our staff What Matters To You in a bespoke staff survey; ✓ listen to more children and young people to find out what they think; ✓ ask What Matters To You in all our other engagement on specific services; ✓ re-open our questionnaire and raise awareness to prompt those who have not yet responded to have their say.

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Background

About the Humber Acute Services Programme Ten years from now health services across the Humber will be very different. In that time services – in and out of hospitals – will change because there will be new technologies and treatments so where patients need to go to get healthcare will be very different to now. Our ambition is to provide the best possible care for you and your family, to make the most of the opportunities that new technology and different ways of working can bring and to design the future with your input. As part of this work, we are looking at how to provide the best possible hospital services for the people of the Humber area, which may include delivering some aspects of care outside of hospital altogether to better meet the needs of local people. The Programme will look at how best to organise the acute hospital services that are currently being provided on the five main hospital sites in the Humber area:

• Diana Princess of Wales Hospital, Grimsby • Scunthorpe General Hospital • Goole and District Hospital • Hull Royal Infirmary • Castle Hill Hospital We are working on three inter-linked programmes of work, which will enable us to change how we do things over the next couple of years:

• Programme one (Interim Clinical Plan). This programme is about keeping services safe in the here and now. This work will look to stabilise several services which have been identified as needing to change quickly. This is because there are not enough staff in the Humber’s individual hospitals to continue to provide these services in the way they are available now given the numbers of patients needing to be seen. Our aim is to improve the safety and the quality of these services whilst keeping them as local as we can given the constraints we face. More details on the Interim Clinical Plan are set out in the stakeholder summary. • Programme two (Hospital Services for the Future). This programme is about designing a future model for hospital care that is fit for purpose for our population. This will look at each of the building blocks of the core hospital services – urgent and emergency care (those services which people need right away), planned care (operations and other procedures which are booked in advance), diagnostics (like X-rays, CT and MRI scans) and maternity and children’s services – and think about how and where they might be offered in a different way. More details on the programme are set out in the programme update. • Programme three (Building Better Places). This programme is about building the hospitals of the future and using the investment as a catalyst for regeneration and revitalisation of our region. More details are set out in the Building Better Places - Prospectus

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 12

How We Have Listened - Methodology

Aims and Objectives The Humber Acute Services Programme is working to develop solutions and potential options for the future design of hospital services. A key element of success for the programme will be the development of a robust process for evaluating and appraising the potential options for change. The What Matters to You engagement programme was put in place to support the development of the options appraisal process. The aim of the engagement was to gather the views of staff, patients, the wider public and other stakeholders to ensure the decision-making process is informed by a range of views and opinions. The overall objectives of the engagement activity were to:

• Raise awareness of the Humber Acute Services Programme, specifically among the identified stakeholders, and generate interest for future engagement activities. • Find out what matters to our communities – patients, citizens and staff – when they need healthcare so that this can be reflected in the design of future clinical models. • Develop an understanding of the relative importance of different factors to different stakeholder groups to enable the decision-making framework to reflect the priorities and preferences of those stakeholders. • Provide a range of opportunities for stakeholders to share their views and options.

Approach A range of methods were utilised in order to gather the views of a range of stakeholders. The methods adopted at this stage included a digital questionnaire and a series of workshops with identified stakeholder groups. The groups that were engaged with were:

• Patients who have received care or treatment from a hospital within the Humber within the last two years. • The public whose partner, relative, child, friend or caring responsibility has accessed care or treatment from a hospital within the Humber within the last two years. • All NHS Staff, this includes all clinical and non-clinical roles, Primary Care Staff as well as providers and Clinical Commissioning Groups. • Humber Acute Services Programme Citizen’s Panel • Local Councillors and Members of Parliament • Governors (NLaG) and Non-Executive Directors (NLaG & HUTH)

Experience and Views Questionnaire A digital questionnaire was used to engage with patients, public and staff members. This was promoted in a variety of ways including:

• Facebook, Twitter and Instagram • Websites • Newsletters and Bulletins • Posters displayed in hospital and GP waiting areas Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 13

To increase accessibility particularly amongst those facing digital exclusion, the opportunity to request a paper copy of the questionnaire was highlighted wherever the survey was promoted. People were also offered the opportunity to compete the questionnaire over the telephone or via a video call and were given the opportunity to request the survey in different languages and formats. The questionnaire can be found in appendix (i) on page 50. The questionnaire was developed to gather a mix of quantitative and qualitative data, and covered the following areas:

• Which type of hospital service respondents used (e.g. Accident & Emergency, Maternity etc), at which hospital site and how long ago. • What was good about their care and what could be improved. • What is most important to them. Three open questions were added to the questionnaire to specifically capture qualitative information and to identify any unanticipated or missed subject areas or issues. In particular, these questions looked at what went well with their care, what could have been done better and finally, if there were any areas of focus missing within the decision-making criteria. A ranking question was used within the questionnaire and respondents were asked to rank the nine decision-making criteria in order of importance to them. The feedback gathered will enable us to better understand which of the decision-making criteria are most important to our stakeholders, which will support decision-making later in the programme. Weighting metrics were applied to each answer choice in descending order, so a first-choice selection (most important) received a score of 9 and the last-choice selection (least important) received a score 1. The hosting analytical software (Survey Monkey1) used the following formula to calculate the weighted average for each option, where: W= weight of answer choice X = response count for answer choice

This formula has been used consistently across all engagement activities to ensure all feedback captured is comparable and analysed in the same way. As a self-completion questionnaire was used, not all respondents answered all the questions. Therefore, the base size (the number of people answering) varies slightly for each question. Each chart will show the number of people who responded to the question as well as the number of people who skipped a question. In addition, respondents who identified that they had not used hospital services within the last two years were directed to skip the questions relating to their experience of care. The questionnaire was open for a total of five weeks – it was launched on Monday 8th March and closed on Monday 12th April 2021.

1 https://www.surveymonkey.com/ Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 14

Stakeholder Experience and Views Workshops To supplement the feedback gathered through the survey, we also undertook a series of workshops to engage directly with the following stakeholder groups.

• Citizen’s Panel • Hospital Trust Governors • Hospital Trust Non-Executive Directors • Local Councillors The general aims of the stakeholder workshops were to provide an opportunity for participants to: 1. Discuss specific decision-making criteria in small groups through facilitated, semi-structured group discussions. 2. Rank the decision-making criteria in order of importance; 3. Provide feedback on any other matter to bring it to the attention of the Humber Acute Services Programme. Objectives 2 and 3 were consistent with elements of the public questionnaire, which has allowed us to combine and compare the results obtained from the different engagement activities. Invitations and pre-workshop details were provided in advance of each session to enable participants to contribute fully to the discussions. Due to ongoing COVID restrictions and limitations on face-to-face meetings, all workshops were held virtually using Microsoft Teams. We made use of the breakout rooms function available within the Microsoft Teams platform to hold smaller discussion groups to facilitate an open dialogue with participants and capture rich qualitative intelligence. Feedback was captured in a number of ways, including through the use of Mentimeter an online live voting tool2. The information gathered was completely anonymous and the data provided was considered in an aggregated way, rather than individually.

In addition to the specific stakeholder workshops, we also wrote to each Member of Parliament (MP) within the geography of the Humber Acute Services programme to update them on the progress of the programme and let them know about the survey and how they could contribute. We also invited MPs to raise awareness of the survey through their usual channels.

Learning and adapting our approach We initially tested our workshop approach with members of our Citizen’s Panel at its meeting on 18th February 2021. Citizen’s Panel members provided feedback on the wording of the questions used as well as the format of the workshop itself. We used their feedback to refine and develop and refine our approach to other workshops. The Citizen’s Panel told us that they would have preferred more time to think about ranking the different decision- making criteria and requested more information to be provided in advance. We took this feedback on board and provided an information pack in advance of the other focus group sessions to enable participants to engage more fully.

2 Mentimeter: https://www.mentimeter.com/ Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 15

In addition, we acted on feedback from the Citizen’s Panel to modify the survey (question wording and question order) before launching it with the public, patients and staff. While adopting a highly consistent approach for each workshop and stakeholder group, our approach was refined during the course of the engagement – based on the experience of individual workshops and to ensure we met the needs of individual stakeholder groups.

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Engagement Reach

Questionnaire 3,833 people completed the digital questionnaire. 940 from the East Riding of Yorkshire, 896 from Hull, 321 from North East Lincolnshire and 237 from North Lincolnshire. 1,307 respondents did not provide the first half of their postcode so we are unable to identify which locality they live within. Respondents were also provided with a text box to provide any other postcodes not listed. 132 respondents provided a response. 44 of these were partial and not area identifiable (e.g. 8DB) and the remaining 88 post codes provided were all outside the Humber area, and included Sheffield, Leeds and Doncaster. A full breakdown of the responses provided can be found in appendix (ii) on page 61. 51.52% (1,956) of respondents identified themselves as a member of the public, 37.46% (1,422) as a patient and 22.26% (845) as a member of staff. Respondents were able to provide more than one answer to this question. The majority of respondents identified themselves as female 75.32% (1,923). The main age groups of those responding were working age and older adults – 55-64 (26.58%); 65-74 (26.27%); 45-54 (19.13%). A detailed breakdown of the demographics of those who completed the questionnaire is set out in appendix (ii) from page 57. No requests for paper copies or additional support via a telephone or web call were received. A link to the online questionnaire was shared on social media with an estimated Facebook reach of 36,234 and 16,710 impressions on Twitter. The link was also included within newsletters and bulletins, (both internal and external) with an estimated audience of 15,122. A full breakdown of our estimated engagement reach can be found in appendix (iii) on page 66.

Facebook Paid Advertising3

In addition to the general social media promotion of the questionnaire, Northern Lincolnshire and Goole NHS Foundation Trust and Hull University Teaching Hospitals NHS Trust conducted a series of paid Facebook advertising posts. The aim of this boosted marketing was to ensure every effort was made to engage with patients and members of the public from areas with high levels of deprivation. Using the English Indices of Multiple Deprivation 2019 data, provided by the Ministry of Housing, Communities & Local Government4 postcodes within the top decile on the index of multiple deprivation (top 10% most deprived communities) were identified for North Lincolnshire, North East Lincolnshire, East Riding of Yorkshire and Kingston Upon Hull. Below is a table detailing the postcodes identified:

3 https://www.facebook.com/business/help/240208966080581?id=352109282177656 4 English indices of deprivation 2019 (opendatacommunities.org) Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 17

Hull University Teaching Northern Lincolnshire & Goole Hospitals NHS Trust NHS Foundation Trust Kingston Upon East Riding of North East North Hull Yorkshire Lincolnshire Lincolnshire

HU1 HU19 DN31 DN15 HU2 YO15 DN32 DN16 HU3 YO16 DN33 DN17 HU4 DN34 DN14 HU5 Dn35 HU6 DN37 HU7 DN40 HU8 DN41 HU9 HU11

Colleagues within the Communications Teams at both Trusts then used the postcodes provided to create targeted advertising posts for anyone with a registered Facebook account within those postcode areas. This generated an additional engagement reach of 71,544. Combining the two engagement reach totals, the grand total estimated engagement reach for Facebook is 81,502. A full breakdown of the engagement reach generated by Facebook paid advertising can be found in appendix (iii) on page 65.

Workshops The table below details the number of participants attending the workshop sessions across each of the different stakeholder groups as well as the dates each session was held. This shows our engagement reached 24% of the total number of stakeholders in the identified groups.

Number of Number of Stakeholder Group Workshop Date(s) %age engaged stakeholders attendees Citizen’s Panel 18 18 February 2021 10 56% 23 March 2021 22 Local Councillors5 209 26 March 2021 13 19% 12 May 2021 4 Trust Governors 256 14 April 2021 7 28% Non-Executive 13 13 May 2021 7 54% Directors TOTALS 265 63 24%

5 Local Councillors from across East Riding of Yorkshire Council, Hull City Council, North East Lincolnshire Council and North Lincolnshire Council 6 Excluding Non-Executive Directors Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 18

Questionnaire Findings

Question 1 – Are you answering as: (Please select all that apply)

Answered: 3,796 Skipped: 37

60.00% 51.52% (1,956)

50.00% 37.46%

40.00% (1,422)

30.00% 22.26% (845) 20.00%

4.34% 10.00% (169)

0.00% A member of the A patient A member of staff Other (please public specify)

This chart shows that the majority of respondents completing the questionnaire were members of the public. This question received 4,388 selections showing that respondents provided feedback in more than one capacity and from different viewpoints. The most common combination of multiple selections was ‘a patient and a member of the public’ occurring 296 times. 165 respondents selected ‘other’, of which the most popular themes were relative or carer (77) retired or former staff member (25). All summaries for free text responses are detailed in Appendix (vi), starting on page 71. All anonymised free text responses are available upon request.

Question 2 – Have you or a member of your family used any of the following hospital services in the last two years? (Please tick all that apply)

Answered: 3,692 Skipped: 141

70.00% 59.89% (2,211) 52.79% 60.00% (1,949) 50.00%

40.00% 30.00% 16.22% 20.00% (599) 11.11% 9.02% (410) (333) 10.00% 1.68% (62) 0.00% Planned Care & Accident and No, I have not used Maternity Paediatrics Other (please Diagnostics Emergency any hospital specify) Humber Acute Services Programmeservices in | the What last Matters to You Feedback Report | May 2021 | Page 19 two years This chart tells us that the over half of the respondents completing this questionnaire had accessed Planned Care and Diagnostics (56.61%) or Accident and Emergency (53.20%) services within the last two years. This question received 5,564 selections, suggesting respondents accessed more than one hospital service within the last two years. When analysing the data further, the most common combination of respondents selecting more than one hospital service was A&E and planned care occurring 794 times. 62 respondents selected ‘other’. Their comments have been coded by theme or service area, and the results can be found on page 72.

Question 3 – At which hospital(s) did you receive your treatment and care? (Please tick all that apply)

Answered: 2,205 Skipped: 1,628

60.00% 55.01% (1,213) 43.45% 50.00% (958)

40.00%

30.00% 19.18% 16.46% (423) 20.00% (363) 5.99% 10.00% (132)

0.00% Hull Royal Infirmary Castle Hill Hospital Diana Princess of Scunthorpe General Goole and District Wales Hospital, Hospital Hospital Grimsby More than half of respondents (55.01% (1,213)) received their treatment and care at Hull Royal Infirmary.

2,205 respondents completed this question; however, 3,089 responses were received suggesting respondents had received their treatment and care at more than one hospital site. Further analysis of the data showed than the most common combination of multiple hospital sites being selected was Hull Royal Infirmary and Castle Hill Hospital, occurring 536 times.

Respondents were also provided with a comment box if the hospital site they received treatment and care at was not listed. 588 comments were received. The comments have been themed by sites resulting in 678 responses, again suggesting that respondents received care and treatment at multiple hospital sites.

The top 5 hospital sites identified in the comments were:

Site Location Number of Responses Bridlington Hospital 374 Scarborough General Hospital 160 East Riding Community Hospital, Beverley 29 SPIRE Hull & East Riding Hospital 29 York Hospital 23

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The most common combinations were:

• Bridlington Hospital & Scarborough Hospital – 49 selections • Bridlington Hospital, Scarborough Hospital and York Hospital – 6 selections • Scarborough Hospital & York Hospital - 6 selections.

The coded answers can be found on page 74.

Question 4 – How long ago was it since you received your treatment and care?

Answered: 2,654 Skipped: 1,179

40.00% 36.32% (964) 35.00% 29.69% (788) 30.00% 25.00% 19.78% (525) 20.00% 14.20% (377) 15.00%

10.00% 5.00% 0.00% 0-3 months 3-6 months 6-12 months 1-2 years

This chart tells us that over one third of respondents received their treatment or care 0-3 months ago.

Question 5 – What type of care or treatment did you receive? (Please tick all that apply)

Answered: 2,603 Skipped: 1,230

80.00% 74.22% (1,932) 70.00% 60.00%

50.00% 40.00% 27.28% 27.43%

(710) (714) 30.00%

20.00%

10.00% 0.00% Outpatient appointment(s) Day case treatment / Surgery Inpatient care (stayed in hospital

(When a patient visits a hospital (Treatment that lasted less than for more than 24 hours) or clinic at a pre-arranged 24 hours) time/date for diagnosis or treatment)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 21

The majority of respondents accessed care or treatment as an outpatient. Although 2,603 respondents provided a response to this question, we received 3,356 selections. This suggests that respondents accessed care or treatment in more than one way. Further analysis of the data shows that the most common combination selected was Outpatient appointment(s) and Day case treatment / Surgery, occurring 285 times. Further analysis also showed that the majority of respondents selecting outpatient appointments accessed those appointments at Hull Royal Infirmary (53.79% (845)) or Castle Hill Hospital (49.14% (772)).

Question 6 – Please tell us how satisfied you were with the care and treatment you received? Answered: 2,645 Skipped: 1,188

9.11% 7.98% 37.20% 45.71% (241) (211) (984) (1,209)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very dissatisfied Dissatisfied Satisfied Very satisfied

This chart shows that overall, more than three quarters of respondents are very satisfied or satisfied with the care and treatment they received. Further analysis showed that of those respondents selecting either dissatisfied or very dissatisfied (17.09% (452)), the majority had accessed either Accident and Emergency care (70.18% (306)) or Planned Care and Diagnostics (61.24% (267)) as an outpatient (68.49% (300)) at either Hull Royal Infirmary (52.69% (196)) or Castle Hill Hospital (39.78% (148)). Out of the 452 people who selected dissatisfied or very dissatisfied only 343 provided the first half of their postcode further along in the questionnaire. When analysed the greatest number of respondents (11.66% (40)) identified as living within the YO16 post code area of Bridlington, Bessingby, Grindale, Boynton.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 22

Figure 1: A map to show YO16 post code area. Please note, the red outlined area depicts where YO16 is located. The red dots show approximately where the five hospital sites within the Humber Acute Services Programme are located.7

YO16

When looking at the postcode data further and grouping respondents into CCG boundary areas, the highest number of respondents who were dissatisfied or very dissatisfied with their care and treatment lived within the boundary of Hull CCG. A full breakdown is shown in the table below in descending order.

CCG Boundary Area Number of Responses NHS Hull CCG 129 (37.6%)

NHS East Riding of Yorkshire CCG 118 (34.4%

NHS North East Lincolnshire CCG 53 (15.5%)

NHS North Lincolnshire CCG 43 (12.5%)

7 Source: www.googlemaps.com Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 23

Question 7 – What was the best thing about your experience?

Answered: 2,019 Skipped: 1,814 Respondents were provided with a free text box to share positive experiences they had had when accessing care or treatment within the last 2 years. 2,019 comments were received in total. These comments have been analysed and coded against the nine decision making criteria headings (listed in Question 9). Some comments were cross-cutting so have been coded and themed against more than one criterion, resulting in a total of 2,195 responses. A full summary of the coded responses can be found on page 76, however, the key themes emerging were: Workforce – There are enough staff with the right skills and experience (809 responses)

• Almost two thirds of the comments coded under this criterion described how kind, compassionate, caring and friendly staff were. Respondents highlighted how they felt listened to and supported throughout their treatment and care.

“Compassionate staff, who “The staff where brilliant, “…The surgery was amazing, and listened, explained and really good at their jobs, all the staff were very supportive cared about outcomes.” happy, professional and and reassuring especially as I was a

caring.” very nervous patient.”

Constitutional Standards – I am seen and treated as quickly as possible (420 responses)

• Over two thirds of the comments that were coded under this criterion praised how quickly respondents were seen and treated. For example, highlighting how outpatient appointments were available quickly and ran to time on the day. Emergency care was delivered quickly with minimal waiting. • Many comments left also praised the staff for how efficient they are working to keep clinics and services running safely during the Covid-19 pandemic.

“A quick ambulance response to hospital. “It was most efficient and “Quick initial A Stroke Nurse at the door waiting for felt looked after most appointment and me to arrive. Assessment done straight impressed with covid follow up away followed by a CT Scan, and transfer hygiene and protection and investigations.” up to the stroke unit.” felt safe.”

Clinical Standards – I am kept safe and well looked after (280 responses)

• The majority of responses described how people felt safe and well looked after due to the kindness, compassion and communication shown by staff. • The cleanliness of the buildings was also a contributing factor to respondents feeling they were safe and well looked after, especially during the Covid-19 pandemic. Many comments praised how clean the sites and facilities were and noted the dedication of staff to maintaining a clean environment.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 24

“It was most efficient and felt “Staff were caring “Covid restrictions in place but looked after most impressed and compassionate in still cared for well and wait time with covid hygiene and a very difficult in clinic actually reduced.”

protection and felt safe.” situation.”

Question 8 – Is there anything we could do to improve your experience?

Answered: 1,745 Skipped: 2,088 Respondents were provided with a free text box to share ideas and suggestions as to what could be done to improve their experience. 1,745 comments were received in total. These comments have been analysed and coded against the nine decision-making criteria headings (listed in Question 9). Some comments were cross-cutting so have been coded and themed against more than one criterion, resulting in 2,027 responses. A significant number of comments (162) left in this question related specifically to Bridlington Hospital / East Coast Transformation Programme. Whilst the Bridlington Hospital site is not included within the scope of the Humber Acute Services Programme, residents from Bridlington and the surrounding area still access health and care services within the Humber. Therefore, it is important to ensure their feedback is captured. Any comments relating to Bridlington, Scarborough or York Hospital will be shared with the East Coast Transformation team to help inform the ongoing work taking place within the programme. A full summary of the coded responses can be found on page 78, however, the key themes emerging were: Clinical Outcomes – Things go well for me and I am satisfied with the care I receive (164 responses)

• A significant proportion of comments relating to Clinical Outcomes (223) identified ‘improved communication’ as a particular theme. The comments related specifically to communication with patients and also internal communications between different parts of the healthcare system.

“Communication between GP

“Better communication surgeries and the hospital “Polite, clear communication amongst different to patient. Time for patient needs to be improved upon….” members of staff.” to ask questions which are causing them concern”

Travel and Access – I am able to get there (210 responses)

• A significant proportion of comments relating to Travel and Access (71) identified issues associated with parking as a particular theme.

“stop car parking charges as “At Castle hill, the Car “Parking. It is very stressful parking for staff, and trying to find a parking makes any hospital visit expensive unless you live local” patients is oversubscribed” space.” oversubscribed”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 25

Question 9 – When thinking about services (or care) in hospitals, what is the most important to you? Please rank the following statements in order of importance 1-9 (with 1 being the most important and 9 being the least important)

Answered: 2,610 Skipped: 1,223 Respondents were asked to rank the nine decision making criteria in order of importance to them with 1 being the most important and 9 being the least important. Simplified definitions were developed in partnership with the Humber Acute Services Programme’s Citizen’s Panel to ensure they were clear and understandable for people responding to the survey.

Figure 2: This table shows the decision-making criteria (left) along with the simplified descriptions (right) used within the questionnaire for accessibility.

Weighting metrics were applied to each answer choice in descending order, so a first-choice selection (most important) received a score of 9 and the last-choice selection (least important) received a score 1. The hosting analytical software (Survey Monkey8) used the following formula to calculate the weighted average for each option, where: W= weight of answer choice X = response count for answer choice

This formula has been used consistently across all engagement activities to ensure all feedback captured is comparable and analysed in the same way.

8 https://www.surveymonkey.com/ Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 26

Constitutional Standards 6.94

Clinical Standards 6.61

Workforce 6.23

Clinical Outcomes 5.62

Health (in)Equalities 5.51

Sustainability 4.89

Travel and Accessibility 4.39

Estates / Infrastructure 3.33

Impact: Health Economy 2.35

0 1 2 3 4 5 6 7 8

Overall, respondents told us that top three most important things to them when thinking about hospital services and care were:

Placing Decision Making Criteria Simplified Definition Score 1st Constitutional Standards I am seen and treated as quickly as possible 6.94

2nd Clinical Standards I am kept safe and well looked after 6.61

3rd Workforce There are enough staff with the right skills and experience 6.23

A full data table displaying all the results captured from this question can be found on page 79. The charts on the next page stratifies the data by age, locality, and stakeholder group, presenting the top three selections for each cohort.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 27

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 28

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 29

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There is a clear trend emerging throughout the results of the different groups with 86%, or 12 out of the 14 cohorts rating Constitutional Standards (being seen and treated as quickly as possible) as most important to them. 0–24-year-olds and staff were the only groups to not select this criterion as their most important, however, it does feature as either their second or third choice. Across all cohorts (except the Citizen’s Panel), Workforce (there are enough staff with the right skills and experience); Clinical Standards (I am kept safe and well looked after) and Clinical Outcomes (things go well for me and I am satisfied with my care) ranked within the top four most important criteria, alongside Constitutional Standards, but in different orders of importance. Workforce was ranked more highly by staff, Governors and Non-Executive Directors and elected members. The three things that were consistently ranked lowest were: Travel and Accessibility (I am able to get there); Estates and Infrastructure (good quality buildings and the latest equipment) and Impact: Health Economy (services are good value for money). It is important to note that participants were forced to rank the statements in order of importance, so it does not mean these factors were not important at all, just less important than the others. Some comments (see below) noted that it was difficult to rank these statements and that they were all important factors to be considered.

Question 10 – Is there anything we have missed?

Answered: 775 Skipped: 3,058 Respondents were asked to provide any suggestions of things we should also consider when making decisions that were not listed in the options for question 9. 135 respondents entered “No”. In addition, there were a number of comments specifically relating to Bridlington or Scarborough Hospital (54) and 59 respondents commented that they could not rank the criteria in order of importance as they were all equally as important to them. Most of the other free text responses have been grouped under the headings of the nine-decision making criteria and a summary of the themes identified is set out below.

Sub Theme Number of Responses All options are equal priority – unable to rank 59

Bridlington / Scarborough Hospital Related* 54

Other Comments 149 o No (135 Responses)

A full summary of the coded responses can be found on page 80, however, key themes emerging were: Clinical Outcomes – Things go well for me and I am satisfied with the care I receive (190 responses) o Respect and Dignity – 25 respondents also said that they would like to be treated with respect and dignity and not just as a number. o Communication – 24 respondents provided comments relating to communication, including; that they would like to be kept better informed, they would like to see better communication between departments and primary care, their treatment is explained in a way they understood and they felt listened to.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 31

“I am kept well informed “Treated like a human being, “All options are explained so I understand what is listened to, given information if clearly, at the level at happening and why” choices have to be made” which I need information”

“I am treated with “More communication

respect and kindness” between doctor and patients”

Travel & Accessibility – I am able to get there (123 responses) o Local Services at local hospitals – This was a prominent theme for respondent who identified as Bridlington Hospital users in particular, with 52 comments relating to how respondents would like to see local services provided within Bridlington Hospital instead of them having to travel long distances to access care at alternative sites. 37 other respondents not from Bridlington also said that they would like to be treated locally, especially in an “aging community”. o Parking – 69 respondents provided comments relating to parking. Many would like to see parking charges abolished or made cheaper, or more availability of spaces on hospital sites as trying to find somewhere to park when attending an appointment can be stressful.

“Yes give us back all our services “Make sure we can see a in the hospital in Bridlington and “Easy and accessible G.P. at our local surgery. You return it to full services so we parking is available.” will ease the burden at don’t have to travel long A&E.” distances for treatments.”

“Abolish hospital “Provide enough car car parking “That access is local. People parking for patients to charges.” in rural areas feel forgotten attend on time without about as we have too far to the worry of being late.” travel for emergency treatment.”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 32

Workforce – There are enough staff with the right skills and experience (93 responses) o Friendly Staff – 21 respondents told us that they would like to be treated with more compassion and respect, and by friendly approachable staff who have a good beside manner. o More Staff Needed – 13 comments were left around the need for more staff to cope with the ever-increasing demands on healthcare and hospital services. o Staff Pay – 9 comments were made saying that staff need to be paid adequately for the work that they do. 3 comments focussed on using less bank staff as they are costly. o Staff Training – 5 respondents said they would like to see more front-line staff trained to deal with mental health patients and other vulnerable groups such as children with learning disabilities or non-verbal children.

“Get more staff as it is evident that “Staff need to be “Kind, compassionate, wards are undermanned which approachable and respectful staff that have comes at a price to the patient who friendly.” time for people.” are just a number.”

“ALL staff are well paid, respected “Not enough staff and valued so that they can then “Knowledgeable staff for to cope with start to feel motivated to care patients with Learning demand.” about the patients they treat” Disabilities and Autism”

Constitutional Standards – I am seen and treated as quickly as possible (45 responses) o Waiting Times - 15 respondents told us that waiting times were too long and they would like to be seen and treated more quickly. One respondent talked about how they had been left waiting in the corridor of an A&E department for hours before being seen. o Follow Up Treatment – 14 respondents said that they had to wait too long for their follow up treatment and outpatient appointments. A small number of respondents also commented that they would like to be kept better informed of any delays or cancellations to appointments, and for appointments run to time.

“Waiting times are “While waiting I am kept acceptable and accessible in a “Better and more timely informed about any delay.” timely manner.” follow up with results.”

“Appointments not being cancelled at the last “Services are easy to access and not have to jump through minute, don't book everyone in at the same time, ensure you give enough time to fulfil a hoops to get a referral.”

proper assessment on EVERY person you see, run on time and means we get seen quicker.”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 33

Clinical Standards – I am kept safe and well looked after (32 responses) o Feel Safe – 7 respondents noted that they would like to feel safer when accessing health services, different examples were given including: having someone with them if they feel frightened or nervous and when a patient is violent, aggressive or disruptive moving them away from busy waiting areas as it can frightening and intimidating for other patients. Another example provided talked about being admitted onto an appropriate ward and not (in this case) a maternity ward for a miscarriage or abortion. o Treated & Diagnosed Correctly – 7 respondents commented that they have been mis- diagnosed in the past so would like to see this improved in the future and lessons learnt when things go wrong. One example provided related to a personal experience around a deaf family member who was refused an interpreter and the lack of accurate communication between the clinician and patient when being diagnosed could have been fatal.

“All relevant medical information is available “I think a separate unit for drunks &

to those dealing with me. This was NOT the drug users would be good, it's not case when day surgery was needed. If I had not nice & it's scary for the elderly” made the comment about an unseen disability

the Doctor did not know. I find this worrying.

“…people are STILL getting refused

“If I am frightened or interpreters and told family must do it. nervous I can have The consequences of lack of accurate someone with me” communication can be fatal.

Impact: Health Economy - Services are good value for money (29 responses)

o Private Companies – 5 respondents shared their thoughts around private companies providing NHS services and how they feel this outsourcing is a waste on money which could be avoided if the NHS was managed better with money not wasted on needless bureaucracy and middle management. o Short-sighted approach to cost-saving – 1 respondent felt that the NHS can be short-sighted when it comes to cost-saving providing an example that by stopping pain relief to save money causes other medical issues which costs more in the long run. o Quality is more important than cost – 2 respondents felt that the quality of care provided by well paid staff should not be compromised because of cost.

“Why is it private companies can run NHS services “Value for money is good but cutting

cheaper. It shows the NHS isn't run and managed care e.g. pain treatment to those it correctly. With its budget the NHS should be good at actually works for is short sighted. The everything. Get rid of some layers of overpaid middle build up of pain without treatment managers that have redundant office jobs producing causes other medical problems. The

worthless paperwork and stats that are hardly used to NHS can be extremely short sighted.” d make efficiencies.”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 34

“…I think quality of care is “Health care should never be about important - care shouldn't be money. we need well paid staff that are the minimum standard.” happy in their work serving the local

community”.”

Estates and Infrastructure – I am looked after in good quality buildings that have the latest equipment (25 responses) o Cleanliness – 11 respondents provided comments around hygiene and the cleanliness of hospitals. o Facilities – 8 respondents provided comments around the facilities and amenities provided within a hospital. They would like to see improved signage, more toilets, more drinking stations, better food for relatives, more seating and the abolishment of pay-for-view TVs on wards.

“Ensure there are good facilities “Better toilets “Services and facilities such as

for visitors who may want to eat with easy access bathrooms should be maintained and more drinking and be clean it is not nice to walk and drink and purchase items I water etc.” may need at a reasonable price.” into a bathroom with rust stains all over the floors and showers.”

“Must have clear signage and information.” “Excellent hygiene facilities and practices.”

Health (in)Equalities – Everyone can access care, especially those most in need (13 responses)

o Care is available to everyone – 5 respondents provided comments around the theme of care being available to everyone, and specific details included: care being available to those most in need (e.g. people who are homeless); it should not be a postcode lottery and services should be available equally; buildings and equipment should accessible to all, including wheelchair users and that care should be available no matter what a person’s size is. o Diversity – 3 respondents feel people should be treated equally without judgement or discrimination and that diversity issues need to be better understood by medical staff. o Travel / Finance – 1 respondent expressed their concern around people not accessing care because they simply cannot afford to travel to receive it, and another 1 respondent said that they feel services need to be made more available for residents living in rural areas and that longer-term decision making needs to be cognisant of the local geography.

“Services should be available equally in “Diversity issues “being treated without

all hospitals in the group not a postcode are understood being discriminated or lottery” and practiced by judged.” nurses.”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 35

Sustainability – I know services will be there when I need them (12 responses) o Avoid Privatisation – 8 respondents said that they want to see services run by the NHS and not contracted out to private companies. o Abusing the system - 2 respondents urged others to not abuse the system and only access care when it is really needed so they don’t add unnecessary pressure on the service and staff.

“That services are run by “Most important for me is NHS and not contracted “Everyone should value the hospital it remains NHS not private Q out to the private sector.” services we have. I’m disgusted that and outsourced and is some people abuse the system properly funded..” instead of treating some minor injuries themselves, leading to

overload and abuse of nursing staff…”

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 36

Workshop Findings

Participants joining each workshop were posed the following question: When thinking about services (or care) in hospital, what is most important to you? Please rank the following statements in order of importance 1-9 The following charts present the overall results from this exercise, as follows:

• Overall (i.e. collectively across the combined stakeholder groups) • Citizen’s Panel – providing a public perspective. • Local councillors (combining the results from the three workshops) – providing a democratically elected perspective. • Governors and Non-Executive Directors (combining the results from the two workshops) – providing an organisational perspective. When considering the data, it is important to note that (a) not all participants answered the ranking question; and (b) of those that answered, not all participants ranked all the criteria. In order to ensure the results are comparable with the results for the public survey, the same methodology has been used to calculate the overall ranking.

Focus Groups Overall Ranking

I am seen and treated as quickly as possible 7.36 Things go well for me and I am satisfied with the care I receive 6.40 There are enough staff with the right skills and experience 6.15

I am kept safe and well looked after 6.10

I know services will be there when I need them 5.64

Everyone can access care, especially those most in need 4.76

I am able to get there 4.09

I am looked after in good quality buildings that have the latest… 3.68

Services are good value for money 1.82

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 The top three criteria identified across all stakeholder groups were: 1. Constitutional Standards: I am seen and treated as quickly as possible (score 7.36) 2. Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (score 6.40) 3. Workforce: There are enough staff with the right skills and experience (score 6.15)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 37

Citizen's Panel Ranking

I am seen and treated as quickly as possible 7.29 I know services will be there when I need them 7.14

Things go well for me and I am satisfied with the care I receive 7.00

I am kept safe and well looked after 6.86

Everyone can access care, especially those most in need 4.57

I am looked after in good quality buildings that have the latest… 4.29

There are enough staff with the right skills and experience 4.00

I am able to get there 2.86 Services are good value for money 1.29 0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 The top three criteria identified by the Citizen’s Panel group were: 1. Constitutional Standards: I am seen and treated as quickly as possible (score 7.29) 2. Sustainability: I know services will be there when I need them (score 7.14) 3. Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (score 7.00)

Local Councillors Ranking

I am seen and treated as quickly as possible 7.21

There are enough staff with the right skills and experience 6.50

Things go well for me and I am satisfied with the care I receive 6.33

I am kept safe and well looked after 5.96

I know services will be there when I need them 5.19

Everyone can access care, especially those most in need 4.92

I am able to get there 4.48

I am looked after in good quality buildings that have the latest 3.54 equipment Services are good value for money 1.68

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00

The top three criteria identified by local councillors were: 1. Constitutional Standards: I am seen and treated as quickly as possible (score 7.21) 2. Workforce: There are enough staff with the right skills and experience (score 6.50) 3. Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (score 6.33)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 38

Governors and NEDs ranking

I am seen and treated as quickly as possible 7.71 There are enough staff with the right skills and experience 6.57 Things go well for me and I am satisfied with the care I receive 6.15

I am kept safe and well looked after 6.00

I know services will be there when I need them 5.75

Everyone can access care, especially those most in need 4.54

I am able to get there 4.00 I am looked after in good quality buildings that have the latest 3.64 equipment

Services are good value for money 2.38

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00

The top three criteria identified by Governors and Non-Executive Directors were: 1. Constitutional Standards: I am seen and treated as quickly as possible (score 7.71) 2. Workforce: There are enough staff with the right skills and experience (score 6.57) 3. Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (score 6.15)

Other considerations not included in the decision-making criteria

Participants were also asked to provide any suggestions of things we should consider when making decisions that were not listed in the nine decision-making criteria they had ranked. In total this produced 59 responses across all stakeholder groups. Some responses included multiple answers, which generated a total of 71 comments. While a significant number (25 (35%)) of comments have been classified as ‘other’; most (47 (66%)) of the comments aligned to the nine-decision making criteria – as set out below: Workshop Comments

Other 25 I am able to get there 25 I am looked after in good quality buildings that have the latest… 6 There are enough staff with the right skills and experience 5

Things go well for me and I am satisfied with the care I receive 4 I know services will be there when I need them 2 I am kept safe and well looked after 2 Services are good value for money 1

I am seen and treated as quickly as possible 1 Everyone can access care, especially those most in need 0 0 5 10 15 20 25 30 Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 39

A summary of the themes identified against the decision-making criteria is set out below: Travel and Access (25 (35%) responses) o Local services – 8 (32%) comments emphasised the importance of maintaining services as locally as possible. o Car parking – 5 (20%) of participants also made comments in relation to the provision of adequate car parking facilities. Workforce – (5 (7%) responses) highlighted the importance of having a well-trained and supported workforce in order to provide consistently high-quality care. Clinical Outcomes – (5 (7%) responses) underlined that it was important for patients to get good outcomes and be satisfied with the care they receive. Estates/ Infrastructure – (6 (8%) responses) mentioned the need for services to be delivered from appropriate buildings with access to up-to-date, modern equipment. 25 (35%) of the 71 comments received did not align to the identified decision-making criteria. These contained wide ranging and diverse comments, including increasing preventative and diagnostic services and ‘thinking outside the box’ when designing future services. Comments also highlighted the need to design and deliver health and care services in the context of working as a health system across (and in some cases, beyond) the Humber area. A full list of anonymised comments is available on request.

Breakout group discussions Across the six workshops, we held a total of 13 separate discussion groups. The groups were facilitated, semi-structured discussions considering specific decision-making criteria in more detail. However, the groups were facilitated in such a way to allow participants to raise and discuss other matters they felt were important to discuss.

The breakout group discussions generated 209 summary points – some of which related to more than one of the decision-making criteria – leading to 256 coded comments against the decision-making criteria. All anonymised summary discussion notes are available upon request, which have been categorised against the decision-making criteria and presented below.

I am able to get there 91

There are enough staff with the right skills and experience 39

Other 33 Things go well for me and I am satisfied with the care I receive 33

Everyone can access care, especially those most in need 28 I am kept safe and well looked after 16

I am seen and treated as quickly as possible 7

I am looked after in good quality buildings that have the latest… 6

Services are good value for money 2

I know services will be there when I need them 1

Humber Acute Services Programme0 | What10 Matters20 30to You40 Feedback50 60Report70 | May80 202190 | Page100 40

The top three criteria that attracted the most comments were: 1. Travel and Access: I am able to get there (91 comments) 2. Workforce: There are enough staff with the right skills and experience (39 comments) 3. Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (33 comments)

• Travel and Access: I am able to get there (91 (36%) comments) o Maintaining as many routinely accessed services as locally as possible – in a range of settings – provided an opportunity to minimise the transport challenges that resulted from the geography. o A recognition that the geography of the Humber and the way in which transport infrastructure existed and services were provided created a unique set of challenges when considering the location and access to health and care services. o Where travelling was essential to access specialist centres – to give people access to the best possible care and greatest chance of recovery – multiple visits needed to be coordinated; and alternative transport options considered. The possibility of mobile specialist units should also be explored.

‘… delivering local services for ‘Public transport is limited, local people – wherever possible ‘Geography of the region also routes don’t always make and while maintaining clinical is difficult and sense…connections don’t standards.’ challenging.’ always work/align.’

• Workforce: There are enough staff with the right skills and experience (39 (15%) comments) o It was recognised that workforce pressures were not something new – and had been impacting on the system for many years – and as a result we needed to do something differently. o Stakeholders highlighted the relationship and/or impact of (not) having enough staff with the right skills on other matters – like good clinical standards and outcomes, and national standards, such as waiting times. o There are commonalities between what patients and staff want: The Programme Team need to identify, build-on and deliver against those common interests.

‘Being geographically isolated ‘There just are not enough ‘Consider alternative routes

brought challenges in terms of staff to deliver good care and approaches for acquiring attracting and retaining staff.’ – it is not fair on the skills and developing the local staff.’ workforce. ‘

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 41

• Clinical Outcomes: Things go well for me and I am satisfied with the care I receive (33 (13%) comments) o Almost half (15 (45%)) of the comments related to issues associated with communication. Including communication with patients; with patient’s families and between different departments and/or parts of the health and care system. o A specific example highlighted a service-user receiving an invitation to attend for an ultrasound scan – several weeks after losing the pregnancy. This emphasised the significant impact on individuals that relatively basic issues around communication can cause. o It was also highlighted that services need to be flexible in order to respond to the needs of different communities, emphasising language and cultural differences/ barriers.

‘Improvements to ‘Ensure services ‘People need to know what communication is key; not just communicate effectively follow-up is - how long will with patients but with their things take? Communication is with each other as well as families.’ with patients.’ important.’

..’ ’ . ‘

• Health (In)equalities: Everyone can access care, especially those most in need (28 (11%) comments) o There was an acknowledgement that there was a health inequalities dimension that cut across many of the decision-making criteria – with health inequalities magnifying issues for particular communities. o Some powerful examples were provided – including current COVID vaccination take-up rates across different communities – and the alternative approaches deployed to reach into communities. o Another example where a family had been called because a parent was considered to be close to passing away. When the family arrived, the parent was simply extremely thirsty but had been unable to communicate this to the staff. o While recognising some of the technological developments in terms of digital / virtual appointments (as a result of the COVID pandemic), there was a recognition that patient choice and alternative methods of access need to be maintain – to avoid health inequalities through digital exclusion of those without the means or skills to access services digitally.

‘Key issues on inequalities for ‘...take different ‘Its important to understand / technology – need to avoid approaches to care to recognise the nature of waiting creating/ exacerbating digital lists – and the inequalities…in reflect the different needs inequality’ of people & communities.’ terms of ethnicity and levels of deprivation. ‘

• Clinical Standards: I am kept safe and well looked after (16 (6%) comments)

• Constitutional Standards: I am seen and treated as quickly as possible (7 (3%) comments) o Maintaining clinical and constitutional standards was recognised as important; but there was a recognition that sometimes there was a ‘trade off’ to be considered alongside travel and access. o Linkages with having a skilled workforce were also highlighted.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 42

‘Patients may be happy to go .’ ‘Balance between waiting to a ‘less specialist’ centre to times and clinical standards is ’Standards are there for a important; and this may be reason so should be ensure treatment is received different for different ideally achieved.’ sooner and in a timelier individuals.… manner (trade off).’ ‘…. ‘

• Estates / Infrastructure: I am looked after in good quality buildings that have the latest equipment (6 (2%) comments)

• Health Economy: Services are good value for money (2 (1%) comments)

• Sustainability: I know services will be there when I need them (1 (<1%) comment) o The use and development of technology was recognised as a huge enabler – to help make best use of available workforce resource and capacity; particularly where physical examinations were not required. o Non-digital technology was also highlighted as area to explore – to help improve access, make service local and also address health inequalities. o The significant levels of capital investment and the need to demonstrate value for money was also highlighted.

‘.Value for money and the ‘Technology a huge ‘Consider technology in its public’s perception of this: It enabler where no direct widest sense – i.e. mobile units doesn’t look good to be seen to examination is needed.’ / mobile theatres.’ be wasting money.’ ’

• Other comments (33 (13%) comments) o Prevention, community diagnostics and anticipatory care were recognised as other key matters for consideration, whilst recognising collaboration was needed over a number of different programme areas and with a number of partners across Humber, Coast and Vale. o Working better as a health and care system also came through as a key theme – be that improvements to sharing digital records; improved connections between acute services with GPs/ primary care and local authority services. o The impact and implication of COVID has also highlighted – both in terms of negative impacts and positive opportunities to work differently

‘…the system has to work ‘Anticipatory care ‘COVID had made some together as a whole in order to involves a mindset change processes much quicker and make processes better and more streamlined…some – HASR won’t deliver that more streamlined. Not the sole on its own’ learning to be taken from the responsibility of the NHS.’ way discharges have been improved during the pandemic ‘

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 43

Recommendations

1. Ensure people on the south bank of the Humber are heard – The response rate from people living within North East Lincolnshire (13.44%) and North Lincolnshire (9.63%) is considerably less than those living within the East Riding of Yorkshire (39.40%) or Hull (37.53%), even after taking into account the smaller population in these areas. Additional engagement with the south bank population as whole is recommended to ensure response rates are comparable and to ensure the intelligence gathered is representative of the entire Humber geography not one particular locality.

2. Increase engagement from areas of deprivation – Using the English Indices of Multiple Deprivation 2019 data, provided by the Ministry of Housing, Communities & Local Government it is recommended that additional targeted social media advertising is undertaken in the most deprived areas which received fewer than 100 responses (see table below). As lockdown restrictions ease it is recommended that alternative methods of engagement are also considered to ensure that people living within these deprived post code areas are not digitally excluded from having the opportunity to be involved. This alternative method could include posters in frequently used areas such as job centres, children’s centres and/or supermarkets. Hull University Teaching Hospitals NHS Trust Northern Lincolnshire & Goole NHS Foundation Trust Kingston Upon Hull East Riding of North East North Lincolnshire Yorkshire Lincolnshire HU1 0.67% (16) HU19 0.75% 18) DN31 0.29% (7) DN15 2.18% (52) HU2 0.21% (5) YO15 8.46% (202) DN32 1.84% (44) DN16 2.4% (51) HU3 2.14% (51) YO16 12.61% (301) DN33 1.55% (37) DN17 3.18% (76) HU4 4.32% (103) DN34 1.38% (33) DN14 5.36% (128) HU5 7.29% (174) DN35 3.44% (82) HU6 4.48% (107) DN37 2.26% (54) HU7 4.82% (115) DN40 0.75% (18) HU8 5.19% (124) DN41 0.92% (22) HU9 3.85% (92) HU11 1.21% (29)

3. Listening to Children and Young People – It is important when considering how paediatric services could look like in the future that the people using the service has been involved and provided with opportunities to have their say. Due to the very low response rate from Under 18’s (3 or 0.12%) additional engagement is highly recommended to gather a better understanding as to what works well and what could be better in relation to paediatric care. The voluntary and community sector, Healthwatch and the Trust’s patient experience teams have good links with this stakeholder group and their assistance should be considered to increase the response rate from this group of respondents.

4. Addressing Health Inequalities – When considering how services may look in the future it is crucial that people who may be more adversely impacted by change are engaged with and their input carefully considered. Additional engagement with groups with protected characteristics under the Equality Act is highly recommended due to the low response rate. Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 44

These groups include: o Age (with a particular focus on children and young people, and 25–44-year-olds) o Disability (with a particular focus on people living with mental health issues, sensory impairment or learning difficulties and those living with one or more long-term condition) o Gender reassignment (with a particular focus on the transgender community) o Race and Ethnic Origin (using demographic data available to identify geographical areas to focus on, as well as utilising networks within both Trusts to reach out to staff members from Black and Minority Ethnicity groups) o Sexual Orientation (with a particular focus on the LGBTQ community)

5. Continued conversations with staff – Ensure mechanisms are put in place to allow for a continuous conversation and open dialogue with staff across the health system. It is important for staff to feel listened to and valued.

6. What Matters to You Revisited – It is recommended that this engagement exercise is repeated as and when clinical models are developed to understand if people’s priorities change as more information is available to them.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 45

Next Steps – How your voice will make a difference

We asked you what was most important to you when thinking about your care in hospital. Nearly 4000 people took part in this engagement exercise, either by filling in a questionnaire or taking part in a focus group. There will be more opportunities to get involved for anyone who wasn’t able to take part this time.

You said that being “seen and treated as quickly as possible” was most important. In the questionnaire and focus group sessions, participants were asked to rank nine statements in order of importance with the option to add any further comments at the end. I am seen and treated as quickly as possible came out top in both sets of feedback.

You also said it was very important that: ✓ you are kept safe and well looked after. ✓ there are enough staff with the right skills and experience. ✓ things go well for you, and you are satisfied with your care.

The order of preference varied between different groups; however, these three statements were prioritised most highly when an average was taken across the board. The three things that were consistently ranked lowest were: I am able to get there; good quality buildings and the latest equipment; and services are good value for money. It is important to note that participants were forced to rank the statements in order of importance, so it does not mean these factors were not important at all, just less important than the others. Some comments noted that it was difficult to rank these statements and that they were all important factors to be considered.

We asked about what matters most because we want to pay particular attention to the things people have told us are most important when we look at how we might provide services differently in the future.

When we compare the different ways of organising our services (known as the options appraisal stage of our change process), we will look to prioritise those options which make the biggest improvements to those areas you told us were most important to you. This process of listening will continue throughout our change programme so we can continue to respond to what you are telling us is most important and take these factors into account when designing ways of providing care in the future. We are continuing to ask the What Matters to You question within all our engagement activities and will continue to listen to feedback.

You said that being “seen and treated as quickly as possible” was most important. The feedback so far tells us that we need to pay particular attention to the current challenge of long waiting lists, particularly in those services most adversely affected by the Covid-19 pandemic. We also need

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 46 our longer-term plans to ensure patients are seen and treated quickly in all services and that we design them in a way that means they can withstand any future shocks.

You said that compassionate and caring staff meant you were happy with your care. The most common reason given for a positive experience was linked to the staff providing the care. When planning how we provide services in the future, we need to ensure staff have time to care. We need to make sure our plans for the future make the best use of the skills, talents and experience of our workforce, including those who will make up the workforce of the future. To do this effectively we also need to make sure we involve our existing staff in the planning process so that we can capture their ideas and aspirations in what we do.

You said that poor communication and issues with car parking made your experience difficult and stressful. Participants identified a number of areas for improvement, notably communication and accessibility, particularly in relation to car parking. We need to make sure in the future we can provide seamless care for patients irrespective of whether they are being seen by a GP, a social worker, a consultant, a therapist, a nurse or any other health and care professional. We must take the opportunity we have through this programme to build in effective communications from the outset as a fundamentally important part of providing good quality healthcare. We also need to consider when we plan services how to make them easy for people to access, thinking about all aspects of accessibility, not just distance to travel from A to B.

You told us that different people have different priorities. Whilst overall there was a high degree of consistency in prioritisation across all groups and cohorts of the population, there were some differences when we compared results by age or by role (for example, staff did not rank being seen and treated as quickly as possible as highly as patients or members of the public).

We need to better understand how changes might impact different groups. Whilst we received nearly 4000 responses to our survey, the number of responses from some groups and communities was relatively low. We want to gather more feedback from those we have not yet heard from to help us when we come to make decisions. The communities and groups we need to hear more from include: • Children and young people – during our engagement we only heard from three people under the age of 18. • People living within North and North East Lincolnshire – the response rate from people living on the south bank was significantly less than that of people living on the north bank. • People living in areas of high deprivation – we received a particularly low response rate from people living within deprived areas of North East Lincolnshire, North Lincolnshire, and Hull. • People from diverse ethnic backgrounds - 2,432 (95.40%) of people who we engaged with identified as white. Only 53 (2.08%) people identified as Asian, Black, Chinese, or mixed heritage. • People with protected characteristics – in particular, members of the LGBTQ community, people living with learning difficulties, poor mental health or sensory impairment.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 47

We also want to understand if peoples’ priorities change. We want to listen more to our population as we continue to develop our possible options for change. We want to understand if peoples’ priorities change when we know more about what the possible changes might be and what that will mean for them.

Next, we will: ✓ ask our staff What Matters To You in a bespoke staff survey; ✓ listen to more children and young people to find out what they think; ✓ ask What Matters To You in all our other engagement on specific services; ✓ re-open our questionnaire and raise awareness to prompt those who have not yet responded to have their say.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 48

Appendices

i. Questionnaire ii. Demographics of respondents iii. Social media reach iv. Social media comments v. Emails received vi. Open question coding summaries vii. Engagement Review

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 49

Appendix (i) – Questionnaire

Humber Acute Services Programme Programme 2 – Activity 3 Weighting the decision-making criteria. FINAL VERSION

Introduction In the Humber, the NHS and local partners are looking at ways to improve healthcare across our region and we want your input to help us make the best changes for you and your family. The Humber Acute Services Programme is looking at how to make health care work better for local people. It is looking at the types of healthcare and treatments that people typically receive from one of our five main hospitals in the region*. We are thinking about how these services could be provided differently in the future, whether in hospitals or GP surgeries at home or even on the high street.

Please take 5 minutes to complete this survey to help us understand what is most important to you as we work to plan for the future. You can find out more about the Humber Acute Services Programme and keep up to date on its progress on our website: website: www.humbercoastandvale.org.uk/humberacutereview If you require this survey in an alternative format (including large print or alternative languages) or if you require additional support to complete this survey, please contact: 01482 315761 or email: [email protected] * The Humber Acute Services Programme is focusing on acute hospital services currently provided at some or all of our five main hospitals: • Diana Princess of Wales Hospital, Grimsby • Scunthorpe General Hospital • Hull Royal Infirmary • Castle Hill Hospital • Goole and District Hospital

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 50

Section 1 – General experience of hospital services Question 1 - Are you answering as: □ A Patient □ A member of the public □ A member of staff □ Other (Please specify)

[Insert Text]

Question 2 – Have you or a member of your family used any of the following hospital services in the last two years? (Please tick any that apply) □ Accident and Emergency (urgent and emergency a medical emergency - includes, for example, CT care) scan, endoscopy, planned surgery) □ Maternity (care provided for women and babies □ No, I have not used any hospital services in the throughout pregnancy, labour and postnatally) last two years **Logic to Q8** □ Neonatal (for new born babies who need extra Other (Please specify) care after birth) [Insert Text] □ Paediatrics (care for children) □ Planned Care & Diagnostics (health services and treatments which are arranged in advance and not

Question 3 – At which hospital did you receive your treatment and care? □ Diana Princess of Wales Hospital, Grimsby □ Hull Royal Infirmary □ Scunthorpe General Hospital □ Goole & District Hospital □ Castle Hill Hospital Other (Please specify) [Insert Text]

Question 4 – How long ago was it since you received your treatment and care? □ 0-3 months □ 6-12 months □ 3-6 months □ 1-2 years Question 5 – What type of care or treatment did you receive? (Please tick all that apply)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 51

□ Outpatient appointment(s) (when a patient visits a hospital or clinic at a pre-arranged time/date for diagnosis or treatment) □ Day case treatment / Surgery (treatment that lasted less than 24 hours) □ Inpatient care (stayed in hospital for more than 24 hours)

Question 6 – Please tell us how satisfied you were with the care and treatment you received Very Dissatisfied Dissatisfied Satisfied Very Satisfied

□ □ □ □

Question 7 – What was the best thing about your experience?

[Insert Text]

Question 8 – Is there anything we could to do improve your experience?

[Insert Text]

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 52

Section 2 - Looking towards the future

As we work to plan the future of our services and think about how we can do things differently in two, five- and ten-years’ time, we need to understand what is most important to you.

We will use a set of criteria and a range of measures to help us compare different options for how services could look in the future. Understanding what is most important to the people who use our services and those working in them will help us to weigh up the different possibilities. Question 9 – When thinking about services (or care) in hospitals, what is most important to you? Please rank the following statements in order of importance 1-9, (with 1 being the most important and 9 being the least important)

Most Least Important Important 1 2 3 4 5 6 7 8 9 I am seen and treated as □ □ □ □ □ □ □ □ □ quickly as possible

I am kept safe and well □ □ □ □ □ □ □ □ □ looked after

Things go well for me and I □ □ □ □ □ □ □ □ □ am satisfied with the care I receive

I am able to get there □ □ □ □ □ □ □ □ □

Everyone can access care, □ □ □ □ □ □ □ □ □ especially those most in need

There are enough staff with □ □ □ □ □ □ □ □ □ the right skills and experience

I know services will be there □ □ □ □ □ □ □ □ □ when I need them

I am looked after in good □ □ □ □ □ □ □ □ □ quality buildings that have the latest equipment

Services are good value for □ □ □ □ □ □ □ □ □ money

Question 10 – Is there anything we have missed? (Please comment in the box below)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 53

[Insert Text]

Section 3 - About You

This section is optional and you do not have to answer the questions below. However, these questions help us to find out whether our engagement is fair and inclusive.

What is your age? □ Under 18 □ 55-64 □ 18-24 □ 65-74 □ 25-34 □ 75-74 □ 35-44 □ 85+ □ 45-54 □ Prefer not to disclose

What is your ethnic background? □ White □ Prefer not to disclose □ Mixed / multiple ethnic group Other (Please specify) □ Asian / Asian British [insert text] □ Black / African / Caribbean / Black British □ Chinese

Which best describes your gender? □ Female □ Gender Variant / Non- Conforming □ Male □ Prefer not to Answer □ Transgender Female Not Listed (Please specify) □ Transgender Male [insert text]

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 54

Do you consider yourself to be disabled? (Please select all that apply) □ No □ Physical disability □ Learning disability □ Mental disability □ No Disabilities □ Sensory disability □ Prefer not to disclose

What is the first half of your postcode? (e.g. DN19) □ YO15 □ HU9 □ HU20 □ DN34 □ YO16 □ HU10 □ DN14 □ DN35 □ YO25 □ HU11 □ DN15 □ DN36 □ HU1 □ HU12 □ DN16 □ DN37 □ HU2 □ HU13 □ DN17 □ DN38 □ HU3 □ HU14 □ DN18 □ DN39 □ HU4 □ HU15 □ DN19 □ DN40 □ HU5 □ HU16 □ DN20 □ DN41 □ HU6 □ HU17 □ DN31 □ Other (Please specify) □ HU7 □ HU18 □ DN32

□ HU8 □ HU19 □ DN33 [insert text]

Thank you for taking the time to complete this questionnaire, your feedback is really important to us.

If you would like to find out more about the Humber Acute Services Programme, please visit the website: www.humbercoastandvale.org.uk/humberacutereview

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 55

Appendix (ii) - Demographics of respondents The information below shows the demographics of the respondents to the questionnaire. It is recommended that any Equality Impact Assessments for the Humber Acute Services Programme be revisited in light of this information.

What is your age?

Answered: 2,566 Skipped: 1,267

30.00% 26.58% 26.27%

25.00%

20.00% 19.13%

15.00%

10.72% 10.00% 6.70% 6.90%

5.00%

1.40% 1.05% 1.13% 0.12% 0.00% Under 18 18-24 25-34 35-44 45-54 55-64 65-74 75-84 85+ Prefer not to answer

What is your ethnic background?

Answered: 2,541 Skipped: 1,292

1.18% 0.35% 0.12% 2.52% (30) (9) (3) (64)

0.43% (11) White or Caucasian

Mixed / Multiple ethnic group

Asian / Asian British

Black / African / Caribbean / Black British Chinese

Prefer not to answer

95.71% (2,432)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 56

Answer Choices % of Number of Responses Responses White or Caucasian 95.40% 2,432

Prefer not to answer 2.52% 64

Asian / Asian British 1.18% 30

Mixed / Multiple ethnic group 0.43% 11

Black / African / Caribbean / Black British 0.35% 9

Chinese 0.12% 3

Not Listed (Please Specify) 16

o English - 4 responses o Middle Eastern -2 responses o Why does this make a difference? -2 responses o Arab -1 response o British -1 response o European -1 response o German -1 response o Human first and foremost -1 response o South Asian -1 response o Unknown Heritage -1 response o Vietnamese -1 response

Which best describes your gender?

Answered: 2,553 Skipped: 1,280

0.16% 1.92% (4) (49)

22.60% (577) Female

Male

Gender Variant / Non- Conforming Prefer not to answer

75.32% (1,923)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 57

Please note, Transgender Female and Transgender Male received no responses so have therefore been removed from this chart.

Answer Choices % of Number of Responses Responses Female 75.32% 1,923

Male 22.60% 577

Transgender Female 0% 0

Transgender Male 0% 0

Gender Variant / Non-Conforming 0.16% 4

Prefer not to answer 1.92% 49

Not Listed (Please Specify) / 8

o Please stop being so politically gender correct -1 response o Answering for husband -1 response o Answer for myself (female) and my husband (male) -1 response o 100% white British male -1 response o Transexual female -1 response o Irrelevant -1 response o I am offended by this question as a mother of 4 and married 59 years -1 response o There are only 2 genders, male and female -1 response

Which best described your sexual orientation?

Answered: 2,510 Skipped: 1,323 0.24% 6.19% 1.08% (27) (6) (155) 1.60% (40)

Heterosexual Gay or Lesbian Bisexual Pansexual Prefer not to answer

91.13% (2,282)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 58

Answer Choice % of Number of Responses Responses Heterosexual 91.13% 2,282

Prefer not to Answer 6.19% 155

Gay or Lesbian 1.60% 40

Bisexual 1.08% 27

Pansexual 0.24% 6

Not Listed (Please specify) / 22

o What does this matter / Why does this make a difference -8 responses o “Normal” -5 responses o Asexual -3 responses o N/A -1 response o Don’t have one -1 response o This question is too personal -1 response o None of your business -1 response o I am sorry I started this because it had become offensive -1 response o What on earth has this got to do with health? And what 9is Pansexual, please feel free to answer. -1 response

Please note, 5 respondents left a comment saying “straight”, these have been removed from this list and included in the data chart above under “heterosexual”, so the total number of comments recorded in this question is 22. The response rate for this question has also been amended accordingly.

Do you consider yourself to be disabled?

Answered: 2,549 Skipped: 1,284

0.67% (17) 3.57% 1.96% (91) (50)

3.73% (95) 16.44% No (419) Physical disability

Mental disability

Sensory disability

Learning disability

Prefer not to answer

77.01% (1,963)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 59

Answer Choice % of Number of Responses Responses No 77.01% 1,963

Physical Disability 16.44% 419

Mental Disability 3.73% 95

Sensory Disability 1.96% 50

Learning Disability 0.67% 17

Prefer not to answer 3.57% 91

What is the first half of your postcode?

Answered: 2,394 Skipped: 1,439

Key NHS North Lincolnshire CCG NHS North East Lincolnshire CCG NHS Hull CCG

NHS East Riding of Yorkshire CCG

Key Postcode % of Number of responses Responses

YO16 12.61% 301 YO15 8.46% 202 HU5 7.29% 174 DN14 5.36% 128 HU8 5.19% 124 HU7 4.82% 115 HU6 4.48% 107 HU4 4.32% 103 HU9 3.85% 92 DN35 3.44% 82 HU17 3.27% 78 DN17 3.18% 76 DN37 2.26% 54 DN15 2.18% 52 DN16 2.14% 51 HU3 2.14% 51 HU15 2.10% 50

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 60

YO25 2.10% 50 DN32 1.84% 44 HU10 1.80% 43 HU16 1.76% 42 DN33 1.55% 37 HU12 1.55% 37 DN34 1.38% 33 HU13 1.30% 31 HU11 1.21% 29 HU14 1.09% 26 DN41 1.01% 24 DN20 0.96% 23 DN36 0.92% 22 DN40 0.75% 18 HU19 0.75% 18 HU1 0.67% 16 DN18 0.54% 13 HU18 0.46% 11 DN31 0.29% 7 DN9** 0.25% 6 HU2 0.21% 5 DN19 0.17% 4 DN38 0.13% 3 HU20 0.13% 3 DN39 0.08% 2

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 61

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 62

Breakdown of response rates by CCGs in descending order NHS CCG % of Number of Responses Responses NHS East Riding of Yorkshire CCG 39.40% 940

NHS Hull CCG 37.53% 896

NHS North East Lincolnshire CCG 13.44% 321

NHS North Lincolnshire CCG 9.63% 237

NHS North Lincolnshire CCG 9.63% (237)

NHS North East Lincolnshire CCG 13.44% NHS East Riding of (321) Yorkshire CCG 39.39% (940)

NHS Hull CCG 37.53% (896)

Respondents were provided with a free text box to provide any other post codes not listed above. 132 responses were left. These post codes have been coded by CCG area and presented below:

NHS CCG Number of Responses Unknown (Partial and not area identifiable) 44

NHS North Yorkshire CCG 28

NHS Lincolnshire CCG 27

NHS Vale of York CCG 24

NHS North Lincolnshire CCG (LN6)** 6

NHS Leeds CCG 3

NHS Doncaster CCG 3 Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 63

NHS Sheffield CCG 3

**DN9 falls within the geographical boundaries of North Lincolnshire CCG, however was not included on the main list. These additional 6 responses have been added to the data detailed in the tables above and marked with a double Asterix. The number of responses to this question and percentage value for each answer has also been amended to reflect these changes. The response rates by CCGs have also been amended accordingly.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 64

Appendix (iii) – Social Media Reach

Paid Facebook Advertising

Hull University Teaching Hospitals NHS Trust

Page Name Dates Reach Link Clicks Amount Spent Hull Royal Infirmary 19th – 25th Mar 12,956 662 £111.72

Hull Women and Children’s 24th – 30th Mar 18,816 431 £150.00 Hospital

Castle Hill Hospital 31st Mar -4th Apr 18,892 443 £150.00

Total 50,664 1,536 £411.72

Northern Lincolnshire and Goole NHS Foundation Trust

Northern Lincolnshire and 20th – 24th Mar 10,636 194 £70.63 Goole NHS Foundation Trust

Diana, Princess of Wales 31st Mar – 5th Apr 3,530 90 £17.03 Hospital

Scunthorpe General Hospital 31st Mar – 5th Apr 3,768 97 £18.55

Goole and District Hospital 31st Mar – 5th Apr 2,946 64 £24.86

Total 20,880 445 £131.07

Grand Total 71,544 1,981 £542.79

Social Media Reach (4 Humber CCGs and 4 Humber Healthwatch’s)

# Our reach is the total number of individual people we have contacted. Our paid reach is monitored to the individual. Because organic reach is gained from people who like our page and from their friends and contacts, it’s difficult to keep a running total and provide a definitive figure. ## This is the total number of times people engaged with our posts (Shares, likes, link clicks, etc). * The total number of tweets we posted. This does not include tweets posted by partner organisations ** An Impression is recorded every time a tweet appears in a feed. This can mean that it is seen multiple times by the same individual.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 65

Facebook Posts Total Estimated Reach Engagements 32 10,096# 161## Hull CCG independently ran a 26,138 648 paid post Estimated Total 36,234 809

Twitter Posts Impressions Engagements 49* 16,710** 155

Instagram (North Lincolnshire CCG only) Posts Total Estimated Reach Likes 4 286 3

Other Methods Used

Method Estimated Reach Internal Staff Newsletters / 6,856 Bulletins Primary Care Newsletters / 1,097 Bulletins Patient Representative Groups 2,796 Newsletter / Bulletin (PPGs / MVPs etc) North East Lincolnshire Council 4,500 Staff Email List Grand Total (Approx.) 15,249

Please find a full directory of comments left by stakeholders on social media posts shared by the NHS Trusts, CCGs or Healthwatch’s in the Humber area in Appendix (iv) A number of emails were also received from Bridlington residents relating specifically to the engagement activity. These can be found in Appendix (v)

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 66

Appendix (iv) – Social Media Comments

NHS Hull CCG:

• Typical CCG survey. The need to look at the comments on here. Tells them everything they need to know. Instead of leading questions that don’t give the options to say what people really think. Improve access to a GP initially, seems to be the first & foremost concern! (2 likes) • It’s a very ‘directed’ survey – the questions make it difficult to give a real opinion (2 likes) o R: Oh I did in the boxes!! (1 like) • Just watch what you eat and heal yourself • Be nice to just have a face-to-fae appointment with a bloody doctor for starters *angry face emoji* (19 likes) o R: Absolutely, always feels you are rushed when having telephone appointments. • Crazy to put the nine options in order of importance when all nine should be equally so! (3 likes) o R: Cos they want to make it difficult to give a proper answer!! (1 like) o R: Oh you are right there! I put my two pennoth in the notes box! • Build a hospital were the old maternity hospital was on Hedon Road to save all the east of the city having to travel to Castle Hill or HRI (9 likes) • Stay away from privatisation!!!!!! • Just being able to see a doctor would be a start. (10 likes) • Open up the doctors for a face to face, that is what they get paid to do instead of cowering behind a desk (7 likes) • This just seems to be about the hospitals. The GP services need examining from the service some of my family have received during this lockdown! (6 likes) • Worrying that Kirton Lindsey’s postcode didn’t seem to come up….maybe they think we’re in Lincolnshire…. • Abolish the clinical commissioning groups. A waste of time and money that only service to allow petty minds build empires (4 likes) o R: Exactly, couldn’t have put it better myself *thumbs up emoji* (1 like) • Waiting on the phone for over an hour to get through to my doctors and no appointments xx (2 likes) • On the back of the packet that the test swab home test kit (covid) it says sterile EO, Wo is ethylene oxide, and this is a government website, Why don’t you stop shoving these things down people’s throats and up there nose 2/3 times per week just to go to work, that would help improve people’s health https://www.cancer.gov/about-cancer/causes-prevention/rish/substances/ethylene-oxide • Why are Withernsea residents being sent to Hull for Chest X-Ray when we have facilities here at the hospital? I wonder it it’s because the CG can say its underused so close it? (10 likes)

NHS East Riding of Yorkshire CCG / NHS North East Lincolnshire CCG / NHS North Lincolnshire CCG:

• No Comments left on any social media platforms • No comments left on any social media platform

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 67

Appendix (v) – Emails received

Response 1. I am so disappointed to receive your email to share and complete the online survey, “What matters to you” about future healthcare for our region; my local hospital isn’t on the list. Bridlington & District General Hospital, once again is off the radar! Therefore, how can I truly reflect on ways to improve healthcare in my region, Bridlington? Aren’t we supposed to be looking at the HOLISTIC NEEDS of our population, at hospitals close to home? We have lost too many services from Bridlington Hospital. Bridlington has a large population within the East Riding and with development plans for further growth will require more services within the area not less. Recurring themes are of increasing concern to me. What matters to me is, Healthcare which will work better for local people, LOCALLY.

Response 2. I write to you with reference to the Email received dated 18/3/2021 and titled. What Matters to You Matters to Us.

I am alarmed by speculation about the situation of Bridlington Hospital and Services which for some time since I moved into the Town have been a real concern for Residents of the Town, and indeed Members of the PPG I represent.

You will be aware the PPG is representation and voice of the Patients within a Practice but also the wider local geographical area, to healthcare and medical services.

Bridlington is within the East Riding of Yorkshire and although part of the York Hospital Teaching Trust is managed by the ERYCCG.

I raise serious concerns and questions about the deliberate erosion of services to Bridlington Hospital using stealth actions and what seems opportunism of the Covid 19 Pandemic to remove crucial and important healthcare to Bridlington Residents.

I make a number of observations. In the Email dated What matters to you Matters to Us. Quite absent from the listed Hospitals is Bridlington? I do not consider this an error but further evidence of the disrespect and betrayal of the Residents of Bridlington and surrounding area to the eradication of services at Bridlington Hospital. When I last looked, Bridlington is within the East Riding of Yorkshire yet the ERYCCG failure to support the hospital with services is astounding. Surely is not the ERYCCG responsible for All those that live in the East Riding?

It seems the local ERYCCG do not want to engage, listen, or consult with the people of Bridlington and I ask the Question Why? While I received this Email and its suggestion that the Public's Opinion will be listened to, the absence of Bridlington within the listings of the 5 Main Hospitals not only is damning but gives fuel to the fire that it is regarded with little importance along with the Bridlington Residents.

I am aware there has been much talk around Bridlington Hospital and services pre Covid 19. Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 68

Bridlington Hospital is in terms of a recent modern build compared to Scarborough or indeed Malton which is very aged. Yet Patients from Bridlington are expected to find travel, some struggle financially or have no family, or of an age unable to move far, to get minor treatments or procedures at those hospitals when a perfect hospital facility is underused in the town.

Fact. irrespective of Covid 19 Pandemic that Bridlington is a seaside and holiday resort that is occupied with tourists and caravan owners 10 months of the year.

Fact. Bridlington has a high degree of Low-Income Families and Food Poverty.

Fact. Bridlington has an Ageing and Disabled Community.

Fact. Bridlington is expanding within the tourist sector and Camping/Caravan Parks are expanding, most recent development coming into Bridlington from Hull at the Mackies Leisure Facility and operated by ERYCC.

Fact. New Building of homes are ongoing in the private construction but also ERYCC are planning to build another 500 Family homes shortly.

A Town of Bridlington size and increasing population including the tourist sector throughout the year, deserves a fully operational hospital which the building is in place, but the service is lacking. That lack of service may come back and bite in years ahead. This needs to be addressed more seriously and with more respect than it is now and done previous. Diversion of Services to other Hospitals like Scarborough, York, Malton, Castle Hill for especially minor procedures of care that could and should be provided at Bridlington Hospital, surely put added pressure and burden on those other Hospitals and their Communities.

I would have thought and hoped that lessons of the past 12 months and the requirement to use Medical Facilities and support Communities than take away would have been an educational lesson for those managing the nation's health.

Engagement with the Chairs of the PPG Groups in Bridlington in my opinion should have been considered to discuss the Bridlington Hospital Situation and future plans and to this moment in time an opportunity missed by the ERYCCG.

I fully appreciate and understand that any public organisation will look at ways to make the service they provide more efficient and up to date with the modern world we live in, and the Pandemic of the past 12 months will add more debate to that question. However, I cannot see any logical sensible reason, especially more so with the hard facts of the last 12 month, for Bridlington Hospital to be so undervalued.

I end with two simple answers to your own Heading What Matters To You. is that The People of Bridlington have a sensible functioning serviced Hospital for the Community. Been able to access treatments and care that the hospital was originally built to undertake, those facts have not changed.

Matters to Us If It genuinely Matters to You.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 69

Provide Services not expect seriously sick Patients to have more stress and upset from having to get treatment at another hospital away some distance and with poor logistical access, when a perfect Hospital is within the town. Allow the dignity of those who may need because of age and illness to be treated within the town Hospital so Family and Loved ones can visit easily. But more than ALL PLEASE LISTEN to the Residents and People who live in the town, this is their Hospital and they require it fully operational not mothballed.

Response 3 In response to your email regarding 'what matters ...... ' I am writing to express my views.

I thought I lived in the East Riding but you do not appear to represent the people of Bridlington, where I live. We have a local hospital with virtually no real services for our quite large population with grows during the summer holiday season.

You listed 5 hospitals but where is the one local to me?? We have to travel but not to any of the places you mention as a general rule, but to York, Scarborough and Malton. We seem to be lost in between Humber and North Yorkshire with little dedicated health services. I could mention the difficulty in travelling to these hospitals in North Yorkshire, with poor public transport links and an elderly population in Bridlington: Economically disadvantaged as well as geographically!!

Please could you explain where I and people like me, fit in to your plans??

We have long been pressing for the return of local care to our local hospital and that is what matters to us and so it should to you. Prove it.

Response 4 I have just completed the survey “What matters to you matters to us”. I was very concerned that as a Bridlington resident that all the hospitals mentioned where in excess of 30 miles away. If all Acute care is at least 1 hour away from the largest town in the East Riding that does not serve all the Humber population equally.

If you consider the demographic of the Bridlington area compared to the rest of the East Riding according to the census results, it has: 1) A higher percentage of over 65’s, who are possibly in greater need of Acute care. 2) A higher percentage of people with a disability or long-term illness, who probably need the use of Acute services. 3) Many families that fall into the low income/ poverty indices, who are probably in greater need of Acute services. All of the above groups are going to have a greater probability of transport issues to access the Humber Acute services over 30 miles away as the public transport links have been diminished over the past 20 years. I was also surprised that as an active member of a Bridlington PPG the survey was not sent directly to me or my fellow group members. I am sure this was an oversight, but feel it is very important to try to get the views of all Humber Coast and Vale residents to build an accurate future needs survey to find “What matters to you matters to us” Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 70

Appendix (vi) - Open questions coding summaries Question 1 – Are you answering as: (Please select all that apply)

60.00% 51.52% (1,956) 50.00% 37.46% (1,422) 40.00% 22.26% 30.00% (845) 20.00% 4.34% 10.00% (165)

0.00% A member of A patient A member of Other (please the public staff specify)

Sub theme Number of responses Relative or Carer 77 (parent, guardian, next of kin)

Retired of former staff member 25

Bridlington Hospital / Bridlington Residents* 19

Other health & care professional 12

Volunteer 7

Former patient 7

PPG or Health Forum member 4

Councillor 3

Pensioner 1

New resident to the area 1

Interpreter 1

Magistrate 1

A prospective patient 1

Visitor 1

Me 1

8 1

U 1 Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 71

*Please note – Whilst the Bridlington Hospital site is not included within the scope of the Humber Acute Services Programme, residents from Bridlington and the surrounding area still access health and care services within the Humber. Therefore, it is important to ensure their feedback is captured. Any comments relating to Bridlington, Scarborough or York Hospital will be shared with the East Coast Transformation programme team to help inform the ongoing work taking place within the programme.

Question 2 – Have you or a member of your family used any of the following hospital services in the last two years? (Please tick all that apply)

70.00% 60.16% 53.41% 60.00% (2,221) (1,972) 50.00% 40.00% 16.36% 30.00% 11.08% (604) 8.37% 5.23% 20.00% (409) 1.16% (309) (193) 10.00% (43) 0.00%

Sub theme Number of Responses

Bridlington Hospital* 18

Out of Hours GP 8

Named a family member / friend 8

None, N/AA or awaiting treatment 5

Covid-19 Treatment 3

End of Life / Palliative Care 3

Covid Vaccine 2

Pathology 1

Rehab 1

Endocrinology 1

Immunology 1

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 72

Secure Health 1

Venesections for hemochromatosis 1

Gynaecologist 1

Dementia Care 1

Maxillofacial care 1

Elderly Medical Service 1

Parkinson’s Disease 1

Diabetes 1

Respiratory Nurses 1

Plastics, Castle Hill 1

Surgery 1

Hospitalisation pulmonary 1

3 stays in hospital 1

BCG treatment 1

HRI 1

Various elderly wards 1

To see a specialist 1

Three treatments for nerve damage 1

Drug trial volunteer 1

*Please note – Whilst the Bridlington Hospital site is not included within the scope of the Humber Acute Services Programme, residents from Bridlington and the surrounding area still access health and care services within the Humber. Therefore, it is important to ensure their feedback is captured. Any comments relating to Bridlington, Scarborough or York Hospital will be shared with the East Coast Transformation programme team to help inform the ongoing work taking place within the programme.

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 73

Question 3 – At which hospital (s) did you receive your treatment and care?

Sub Theme Number of Responses Bridlington Hospital 374

Scarborough General Hospital 160

East Riding Community Hospital, Beverley 29

SPIRE Hull & East Riding Hospital 29

York Hospital 23

St Hughes Hospital, Grimsby 6

Hull Royal Eye Hospital 5

Malton Community Hospital 5

Leeds General Hospital 4

Bransholme Urgent Treatment Centre 4

Pinderfields General Hospital 4

Lincoln County Hospital 3

Pontefract Hospital 3

St James Hospital, Leeds 3

Private Care (Not stated) 2

Doncaster Royal Infirmary 2

Marfleet Primary Health Care Centre, Hull 2

Sheffield Children’s Hospital 2

Wilberforce Health Centre, Hull 1

Basildon Community Hospital 1

Bassetlaw District General Hospital 1

Breast Screening Unit (location unknown) 1

GP Practice (location unknown) 1

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Coltman Street Day Hospital, Hull 1

Newmedica Surgical Centre, Grimsby 1

Harrogate District Hospital 1

Birmingham Heartlands Hospital 1

Selby War Memorial Hospital 1

Other Comments 8

o a member of my family received treatment and care -1 response o Didn't have it because of COVID -1 response o Kidney dialysis unit -1 response o Mobile unit -1 response o It was my daughter who used the maternity unit -1 response o Telephone -1 response o Waiting for cataract op -1 response o Waiting for treatment at Scunthorpe and Castle Hill -1 response

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Question 7 – What was the best thing about your experience?

Number of Sub Theme responses

Workforce - There are enough staff with the right skills and experience 809

Constitutional Standards - I am seen and treated as quickly as possible 420

Clinical Standards- I am kept safe and well looked after 280

Clinical Outcomes - Things go well for me and I am satisfied with the care I receive 248

Travel and Accessibility - I am able to get there 151

Health (in)Equalities - Everyone can access care, especially those most in need 96

Sustainability - I know services will be there when I need them 63

Estates / Infrastructure - I am looked after in good quality buildings that have the latest equipment 12

Impact: Health Economy - Services are good value for money 1

Other Comments o Nothing positive -55 responses o Going home -34 responses o Poor care or poor staff attitude -3 responses o No follow up / care plan -2 responses o Finally saw someone after a very long wait -2 responses o Google was fantastic -1 response o Officiant -1 response o Another patient’s parent who was quite a comedian and helped the hour and a half we had to wait with our granddaughter more bearable -1 response o Not going to Scunthorpe -1 response o I've had a few endoscopies and this is the first time my throat has actually felt numb. -1 response o I didn't stay in was my relative who came into hospital for treatment -1 response o Fantastic sleep -1 response o Getting out of hull royal infirmary. Castle Hill 100% better care -1 response o there is no option for UTC which I visited I could attend local out of hours, without going to Scarborough hospital - 1 response o Stroke care of my parent was at a hospital over 30 minutes away - time taken to administer vital care - exceptionally poor communication - lack of "care" - 1 response 133 o Not my experience, family members - 1 response

Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 76 o Far better than the current GP services which are unfit for purpose in the main - 1 response o Meeting patients in the ward you errr in - 1 response o This questionnaire doesn't read right - it was a member of my family in hospital - 1 response o Cannot answer it was my father and I could not get to see him. 1 response o Depends which it was and which hospital - 1 response o This survey is very confusing. Are you asking about my hospital visits or my families? One experience can be very different to others across different sites - 1 response

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Question 8 - Is there anything we could do to improve your experience?

Sub Theme Number of responses Clinical Outcomes – Things go well for me and I am satisfied with the care I receive 267

Travel & Accessibility – I am able to get there 210

Clinical Standards – I am kept safe and well looked after 209

Workforce – There are enough staff with the right skills and experience 184

Constitutional Standards – I am seen and treated as quickly as possible 164

Estates / Infrastructure – I am looked after in good quality buildings that have the 89 latest equipment

Sustainability – I know services will be there when I need them 3

Health (in)Equalities – Everyone can access care, especially those most in need 0

Impact: Health Economy – Services are good value for money 0

Other Comments 739

o No additional comments - 538 responses o References to the Covid-19 pandemic – 82 responses o No specific themes identified – 47 responses o Maternity Care – 29 responses o Quality of hospital food – 20 responses o Provision of services or coordination within a primary care / GP setting – 17 responses o Digital / Virtual appointments – 16 responses

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Question 9 - When thinking about services (or care) in hospitals, what is the most important to you? Please rank the following statements in order of importance 1-9 (with 1 being the most important and 9 being the least important)

Constitutional Standards 6.94 Clinical Standards 6.61 Workforce 6.23 Clinical Outcomes 5.62 Health (in)Equalities 5.51 Sustainability 4.89 Travel and Accessibility 4.39 Estates / Infrastructure 3.33 Impact: Health Economy 2.35 0 2 4 6 8

1 2 3 4 5 6 7 8 9 Total Score

Constitutional 35.75% 17.65% 11.77% 9.21% 8.96% 6.44% 4.90% 2.81% 2.52% 2,345 6.94 Standards (838) (414) (276) (216) (210) (151) (115) (66) (59)

Clinical 17.66% 23.51% 17.32% 14.63% 10.69% 7.92% 4.42% 2.55% 1.30% 2,310 6.61 Standards (408) (545) (400) (338) (247) (183) (102) (59) (30)

Workforce 12.22% 19.37% 18.56% 14.44% 13.29% 12.60% 6.30% 2.10% 1.11% 2,333 6.23 (285) (452) (433) (337) (310) (294) (147) (49) (26) Clinical 5.48% 12.72% 19.23% 17.38% 15.44% 13.58% 9.66% 4.74% 1.77% 2,319 5.62 Outcomes (127) (295) (446) (403) (358) (315) (224) (110) (41)

Health 12.81% 10.35% 10.22% 14.75% 18.03% 13.76% 10.44% 6.86% 2.76% 2,318 5.51 (in)Equalities (297) (240) (237) (342) (418) (319) (242) (159) (64)

Sustainability 7.41% 7.29% 9.98% 11.42% 14.24% 18.37% 20.94% 7.79% 2.57% 2,374 4.89 (176) (173) (237) (271) (338) (436) (497) (185) (61) Travel & 8.96% 6.52% 8.46% 12.33% 9.59% 10.05% 13.46% 13.71% 16.91% 2,377 4.39 Accessibility (213) (155) (201) (293) (228) (239) (320) (326) (402)

Estates / 2.59% 3.05% 5.43% 4.76% 7.18% 10.90% 19.00% 34.95% 12.15% 2,395 3.33 Infrastructure (62) (73) (130) (114) (172) (261) (455) (837) (291)

Impact: Health 4.73% 2.23% 1.95% 1.99% 3.06% 3.74% 8.07% 20.08% 54.16% 2,515 2.35 Economy (119) (56) (49) (50) (77) (94) (203) (505) (1,362)

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Question 10 – Is there anything we have missed?

Constitutional Standards 6.94 Clinical Standards 6.61 Workforce 6.23 Clinical Outcomes 5.62 Health (in)Equalities 5.51 Sustainability 4.89 Travel and Accessibility 4.39 Estates / Infrastructure 3.33 Impact: Health Economy 2.35 0 2 4 6 8

Sub Theme Number of Responses Clinical Outcomes 190

Travel & Accessibility 123

Workforce 93

All options are equal priority – unable to rank 59

Bridlington / Scarborough Hospital Related* 54

Constitutional Standards 45

Clinical Standards 32

Impact: Health Economy 29

Estates / Infrastructure 25

Health (in)Equalities 13

Sustainability 12

Other Comments 149

o No -135 responses o That this section doesn’t work -3 responses o Adqwdfd -1 response o Coronary Care Unit -1 response o Take care with loaded questions this is how the loss of services in local hospitals was engineered -1 response o More volunteers’ opportunities -1 response

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o Patients who come into hospital and have to stay don't always tell you about their financial worries, a leaflet incorporated with pre assessment or hospital admission could help to guide them or a representative to speak to them and ask if they need help. -1 response o Covers majority of what a patient needs/expects/etc -1 response o Million thanks to all health care workers who cared for us this last year. -1 response o Common sense -1 response o This is not a staff perspective question -1 response

*Please note – Whilst the Bridlington Hospital site is not included within the scope of the Humber Acute Services Programme, residents from Bridlington and the surrounding area still access health and care services within the Humber. Therefore, it is important to ensure their feedback is captured. Any comments relating to Bridlington, Scarborough or York Hospital will be shared with the East Coast Transformation programme team to help inform the ongoing work taking place within the programme.

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Appendix (vi) – Engagement Review

Humber Acute Services Programme Programme 2 - What Matters to You Engagement Engagement Review

01.04.2021

Background The Humber Acute Services Programme is currently undertaking a programme of engagement to gather the views of staff, patients, the wider public and other stakeholders in order to help us evaluate and appraise a range of potential clinical models by applying weightings to our decision-making criteria. The ‘What Matters to You’ engagement programme asks respondents via an online questionnaire to provide general experiences of hospital services within the last 2 years (UEC, Planned Care & Diagnostics, Maternity, Paediatrics & Neonatal Care) what we could have done to improve their experience, and finally to rank the nine decision making criteria in order of importance to them. Boosted Facebook posts targeting the most deprived postcodes across the Humber area has also been undertaken by the Trust’s numerous social media pages. This is due to us being unable to visit those communities in person due to Covid-19 social distancing restrictions. To support the questionnaire, we have also hosted targeted workshops to capture the views of the following audiences:

• Citizen’s Panel • Governors and NEDs • Elected Members

Why is a Review needed? The questionnaire was launched on Monday 8th March 2021 and will close on Monday 5th April 2021 In order for us to ensure our engagement is wide reaching and we are receiving a broad range of responses from different post code areas, and different groups including respondents with protected characteristics a review is necessary to identify and address and gaps in our engagement by adapting our approach.

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What is the data telling us so far? Focus Group Insight: Citizen’s Panel:

Focus Group Insight: Elected Members #1

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Focus Group Insight: Elected Members #2

Summary of results:

1 2 3 Citizen’s Panel Clinical Outcomes Clinical Standards Constitutional Standards Elected Members #1 Constitutional Clinical Standards Clinical Outcomes Standards Elected Members #2 Constitutional Workforce Clinical Outcomes Standards Questionnaire Constitutional Clinical standards Workforce (as of 01.04.21) standards

Questionnaire Insight

• As of the 1st April 2021, we have received 3,502 responses. • 51.67% of respondents identified as members of the public, 36.7% as a patient and 22.9% as a member of staff • The majority of services used by respondents are Planned Care & Diagnostics, 55.3% and A&E, 52.9% • The majority of respondents visited HRI, 57.2% and CHH, 43.4%. SGH and DPoW have less than a 20% response rate. GDH has a 5% response rate. • The majority of respondents have received outpatient care, 74.61%. • The majority of respondents were ‘very satisfied’, 45.8% or ‘Satisfied’, 37.5% with the care they received. • In response to the ranking question the current results are showing as:

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• The majority of respondents are aged between 55-74 years old, 52.57%. We have received 3 responses (0.13%) from under 18’s and 34 responses, 1.44% from 18-24yr olds. • 95.24% of respondents identify as white or Caucasian. 0.43% (10) as mixed/multiple ethnic groups. 1.29% (30) as Asian/Asian British, 0.34% (8) as Black, African, Caribbean or Black British and 0.13% (3) as Chinese.

Figure 1: The table below shows the HCV ethnicity breakdown9

% Ethnic Group Overall LSOA Maximum Asian/Asian British 1.76% 33.42% Black/African/Caribbean/Black 0.49% 7.81% British Mixed/Multiple Ethnic Group 0.92% 4.71% White 96.49% 99.83% Other Ethnic Group 0.34% 6.81% Total 100%

• The majority of respondents are female, 75.11% • The majority of respondents, 77.43% do not consider themselves disabled. We do however have responses from respondents who consider themselves to have a physical disability, mental health condition, sensory disability and learning disability. • The majority of respondents have told us they live within the following postcode areas: o YO16, 13.05% (286) – Bridlington, Bessingby, Grindale and Boynton10

9 Source: SHAPE Tool, www.shapeatlas.net 10 Source: www.goolge.com Humber Acute Services Programme | What Matters to You Feedback Report | May 2021 | Page 85

o YO15, 8.72% (191) – Bridlington, Flamborough, Bempton, Sewerby, Buckton, Fraisthorpe, Wilsthorpe and Marton. o HU5, 7.53% (165) – Kingston-Upon Hull, Willerby

• We have received no responses from the following post code areas: o DN39 - Ulceby, Kirmington, Wootton, Thornton Curtis, South Killingholme, Croxton - (North Lincolnshire) o HU20 – Little Weighton, Rowley - (East Riding of Yorkshire) o DN19 - Barrow upon Humber, Goxhill, Barrow Haven, New Holland, Barrow Hann, South End - (North Lincolnshire) o DN38 - Barnetby le Wold, Grasby, Melton Ross, Bigby, Searby, Wrawby, Somerby, Owmby, Coskills - (North Lincolnshire) o HU2 – Kingston Upon Hull City Centre, Witham and Wincolmlee- (Hull) When mapped against our most deprived postcode areas for the HCV, the table below shows our response rate for each area. Those highlighted in pale blue are postcode areas where we have received less than 50 responses from: Figure 2: Table showing response rates against most deprived postcode areas.

Postcode Response Rate HU1 0.7% (15)

HU2 0% (0) HU3 2.2% (48) HU4 4.5% (98)

HU5 7.5% (165) HU6 4.8% (104) HUTH HU7 4.9% (109) Hull / ERY HU8 5.5% (120) HU9 3.9% (86) HU11 1.1% (24)

HU19 0.8% (17) YO15 8.7% (191) YO16 13.1% (286)

DN31 0.3% (7)

DN32 1.7% (38) DN33 1.6% (35) DN34 1.3% (28)

DN35 3.5% (76) DN37 2.2% (49) NLaG DN40 0.8% (17) NL / NEL DN41 0.9% (20)

DN14 4.9% (109) DN15 2.1% (45) DN16 1.9% (41)

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Recommendations / Actions

Action Owner Date Status Additional social media posts targeting Rachel J / Ade w/c 12th April Not Started the postcode areas with no responses is Beddows required.

Additional social media posts targeting Rachel J / Ade w/c 12th April Not Started the postcode areas with less than 50 Beddows responses, indicated in the Figure 2.

Additional requests sent to CCGs / HW / Sam Page w/c 12th April Not Started VCSE colleagues in those areas where responses are low to try and increase participation.

Additional promotion with CYP – Via Sam Page w/c 12th April Not Started schools, VCSE, Parent/Carer forums / MVPs.

Please can the HAS C&E Team (Sam Page / Linsay Cunningham) be updated once outstanding actions have been completed.

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Appendix (vii) – Workshop: Typical Agenda

Humber Acute Services Programme ‘What Matters to You’ Workshop

Agenda

Thursday, 12 May 2021 (4:30pm – 6:00pm)

Time Item Led by

Ivan McConnell/ Linsay 5 mins Welcome and introduction Cunningham

Overview and reminder of the Humber Acute Services 5 mins Ivan McConnell Programme

What Matters To You Engagement 10 mins Overview of the purpose of the engagement and Linsay Cunningham arrangements for breakout discussions .

Breakout discussions

Semi-structured listening exercise focusing on the decision- Breakout room facilitators / 35 mins making criteria and other matters participants wish to raise. scribes

Includes 5 minutes feedback to main group.

Mentimeter voting exercise: Decision-making criteria - reminder of the DM criteria 15 mins Linsay Cunningham - which is most important (ranking)? - have we missed anything out (free text question)?

Ivan McConnell / Linsay 5 mins Further questions Cunningham

5 mins Thank you and closing remarks Ivan McConnell

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