Performance Report 1st June 2020 – 31st July 2020
Published: August 2020
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Contents
Chair’s report – 1st June – 31st July 2020 ...... 2 Appendix 1 – Workplan 2020-21 ...... 4 Planned project work ...... 4 Additional activities ...... 5 Appendix 2 - Public engagement ...... 7 Online and social media statistics 1st June 2020 – 31st July 2020 ...... 8 Appendix 3 – Feedback analysis ...... 9 Appendix 4 – Healthwatch 100 ...... 12 Appendix 5 – Feedback and Signposting from CIVI CRM ...... 13
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Chair’s report – 1st June – 31st July 2020
June and July saw staff continue to work from home. Zoom and Microsoft Teams have been in constant use, be that liaising with volunteers, within the staff team or meetings with other organisations.
We continue to be worried about Children’s services and a special one-off meeting was convened by NHS Trafford Clinical Commissioning Group (CCG) to look at the current state of affairs. It was agreed that a deep dive would be appropriate, and the results would go to the Quality, Finance and Performance group in September alongside a report on mental health.
Greater Manchester Healthwatch has taken the opportunity to look at its representation at a GM level. At one point, Trafford was doing more than half of all the groups, but this has now been evened out and we retain our membership of the two mental health boards. This links in well with the work we do jointly with Bolton, Salford, Manchester and Greater Manchester Mental Health NHS Trust.
Our Youthwatch have continued to collect feedback on services from their peers – one volunteer at a school in Urmston collected 20 surveys for our feedback centre and another circulated our COVID-19 survey link to her year 9 peers before the end of the summer term. Youthwatch has also regularly posted on their social media feeds about our news and information from other local services. Four new Youthwatch volunteers joined our ranks in July all from Altrincham Girls’ school.
Unfortunately one of our research volunteers, Kevin Costello, passed away during July. His contribution to our previous reports has been particularly valuable and he will be sadly missed.
We published our Annual Report at the end of June, and this can now be found in the reports section of our website. Views on our website more than doubled in July due to our COVID-19 news items drawing attention, and has lead to quite a number of calls from people wanting to know about NHS Test and Trace.
We finalised our work plan for the year and shared this with our volunteers and it is attached to our performance report.
We have joined the Public Engagement Board and the Communication and Engagement steering group. This should allow for direct feedback in relation to the views expressed to us on both COVID and other health and care issues. We very much support the year-long engagement with the public regarding the Trafford Together locality plan and will work with partners to ensure widespread feedback on the priorities and plans being put forward.
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We launched our COVID-19 survey and the first interim report produced at speed is being made available to partners to inform the work they are doing. This made for interesting reading. Not only were we able to produce a breakdown of the responses received over a 3- week period, we were able to capture what was important to the people we surveyed. One of the questions we asked was what the impact on services was and how they had reacted. We had a lot of responses which we will analyse over the next few days and include in our next report.
We have also offered to produce a ‘skeleton’ report of all the work undertaken by other Healthwatch who have used their own survey formats so that we get the widest possible examples of what concerns the public. This should build up into a sizeable collection of views across Greater Manchester.
We have previously reported that the work the Partnership initiated via an independent review in 2019 produced a better understanding of Healthwatch and its work but, unfortunately, little else.
As a GM Healthwatch Board we have had initial discussions with the Partnership about the changing health and care landscape both nationally and in Greater Manchester and will ensure that we maintain this dialogue and keep abreast of developments in looking at what our options might be.
Our staff will continue to work from home from the foreseeable future with visits to our offices at Stretford Mall as and when needed. Although our offices are being made COVID-secure by the Trafford Housing Trust, there is very little social distance practiced in the Mall itself which is a concern.
Heather Fairfield Chair Healthwatch Trafford HEALTHWATCH TRAFFORD
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Appendix 1 – Workplan 2020-21
Healthwatch Trafford Work Plan Summary 2020-21 Planned project work
Project Time Detail Outcome Identification of key barriers to accessing health and care services Review existing data to in the identified area. identify current inequalities between North Trafford and Identify areas of the rest of the Borough. best/good practice.
Inequalities in Engage with representative Produce public report. Health and July – sample of the population in Care in North December North Trafford. Report discussed with Trafford commissioners and Identify barriers to health and providers of services. care services. Work with providers and Identify areas of good practice. commissioners on any service redesign or development to facilitate positive change. Report produced with recommendations.
Report shared with People’s experience of health coordinators of Trafford’s and care services during the Covid 19 response (TCCG, pandemic/lockdown (including TMBC etc) and used to visibility and accessibility of Covid 19 July - identify learning and help community hubs). Survey October shape future provision of
services. Effect of lockdown and
changes to services on the Work with providers and mental health of respondents. commissioners on any service redesign or development to facilitate positive change.
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Provision and access of mental health services during lockdown and at present. Report published,
identifying key issues and Particular areas of interest; making recommendations crisis response, CAMHS and to stakeholders for suspension of Autism and improvements and Social Communication October - sharing of any identified Mental Health pathway. Access to community December best practice. services and established
referral pathways, which may Work with providers and have been suspended or commissioners on any removed. Resumption of service redesign or services post lockdown and development. the anticipated increase in demand for mental health services. To identify evidence of the Disabled Scoping issue and to explore what Access to Exercise existing work is being Health and July 2020 undertaken by partner Care Services agencies within Trafford/GM. To identify evidence of the Cardiovascular Scoping issue and to explore what Issues in Exercise existing work is being Younger July 2020 undertaken by partner People agencies within Trafford/GM.
Additional activities
1. Income Generation Timescale: • Ongoing throughout the year but with some key milestones, such as having a portfolio/brochure by the end of the year to illustrate what we can do with some examples of work conducted this year.
Focus of Work: • Raising the profile of HW Trafford. • Development of contacts • Create portfolio of work to illustrate available functions that can be commissioned.
Desired Outcomes: • A portfolio that can be used to pitch for external research and report writing work by the end of the financial year. • Work commissioned by external providers.
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2. Follow Up Work
• Healthwatch 100: Follow up on reports and associated recommendations made in 2019 (and earlier where applicable) • Phlebruary: Follow up on recommendations in light of ongoing work by TCCG in 2020-21. • CAMHS: Follow up recommendations with new provider and consider in relation to this year’s projects.
3. Core Activities Information and Signposting • Communications: Production of leaflets, ‘How To’ guides, Highlights Report, Performance Reports, Impact Report.
Engagement • Engagement: Develop alternative methods of engagement for the public (e.g online focus groups), Healthwatch 100 Surveys
Volunteering • Volunteer Activities: Specific tasks as per the current year's Volunteer Strategy. Throughout the year: recruitment (advertising, interviews, references); DBS checks where appropriate; Inductions; training; supervision; get-togethers; bulletins; maintenance of documentation.
Governance
• Governance: Schedule regular board meetings, minutes and action logs; Produce Annual Report; maintain contract monitoring and relationships with external stakeholders; review organisational handbook and policies/procedures; submit all statutory returns; ensure subscriptions are maintained; ensure legal compliance with regulations such as GDPR.
4. Commissioned Work
• Report writing (external organisations) • Personal Health Budgets Information Service (CCG funded) • HW England Work (Civi CRM development) – to be determined by HW England
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Appendix 2 - Public engagement
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20
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20 20 21
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20 20
9
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201 Totals 20 date to Apr 20 Apr 20 May 20 June 20 July Aug Sept 20 Oct 20 Nov 20 Dec 20 Jan Feb 20 Mar
Engagement activities -total 55 2 0 0 1 1
Locality 1 9 0 0 0 0 0
Locality 2 14 0 0 0 0 0
Locality 3 12 1 0 0 0 1
Locality 41 19 1 0 0 1 0
Outside Trafford (e.g. Manchester) 1 0 0 0 0 0
Number of public contacts2 1,490 50 0 0 20 30
Number of complaints / concerns recorded 52 8 3 2 1 2
Number of public signpostings 108 22 8 2 3 9 Healthwatch 100: # of NEW people 33 0 0 0 0 35 signed up Healthwatch 100: # of surveys conducted 5 1 0 0 0 1
1 The four neighbourhoods of Trafford are defined as: Locality 1 - Old Trafford, & Stretford, - Gorse Hill, Longford, Stretford and Clifford; Locality 2 - Sale - Bucklow St Martin's (Sale) Ashton upon Mersey, Brooklands, Priory, Sale Moor and St Mary's; Locality 3 - South Trafford - Altrincham, Bowden, Broadheath, Hale Barns, Hale Central, Timperley and Village; Locality 4 - Urmston & Partington - Bucklow St Martin's (Partington), Davyhulme East, Davyhulme West, Flixton and Urmston. Note that we also now visit venues outside of Trafford (e.g. Wythenshawe in Manchester).
2 ‘Public contacts’ are defined as members of the public engaged with at public events (this excludes all other public contact e.g. regarding complaints/concerns, signposting, HW100, social media tweets/shares, visits to website – so does not duplicate other figures in this table) P a g e |7
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201 Totals 20 date to Apr 20 Apr 20 May 20 June 20 July Aug Sept 20 Oct 20 Nov 20 Dec 20 Jan Feb 20 Mar
Healthwatch 100. # of survey responses 260 125 0 0 0 125 7 Number of new volunteers (total) (39) 1 1 1 4 (42) Number of volunteer hours 947 131 33 28 49 22
Business support 147 27 0 7 4 16
Engagement/ Outreach 357 13 1 4 8 1
Research 268 25 14 5 3 3
Strategic 81 32 18 0 14 0
Vol management /Training 94 35 1 12 20 2
Number of feedbacks received via website 195 19 7 2 3 7 12, 5,253 4,543 5,818 Website visits (inc. Youthwatch) 55,035 28,537 923
Reports published (not inc. performance reports) 16 3 0 2 1 0
Online and social media statistics 1st June 2020 – 31st July 2020
Twitter Facebook Instagram Website New followers: 11 Followers: 250 Posts: 5 Visits: 18,345 Total followers: 2,280 (Youthwatch: 26) Likes: 14 Page views: 25,871 (Youthwatch: 299) Posts: 4 Followers: 753 News articles: 63 Impressions: 16.3k people (Youthwatch: 150) Youthwatchtrafford.co.uk: 396 visits
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Appendix 3 – Feedback analysis
Feedback by service type 1st June – 31st July 2020
Key: For each row and column green indicates the highest rating and red the lowest.
Treatment Treatment
Cleanliness
explanation
Service type
% reviews of %
Waiting time Waiting
Staff attitude Staff
Overall rating Overall
Quality of care Quality of
Quality of food Quality of Number reviews of Number
Hospitals 0 0.00 ------GPs 6 60.00 3.00 3.50 3.40 4.00 3.60 3.40 - Dentists 0 0.00 ------Opticians 0 0.00 ------Community Based 0 0.00 ------Emergency Care 0 0.00 ------Pharmacies 3 30.00 4.33 5.00 4.33 4.00 5.00 4.67 5.00 Social Care 1 10.00 5.00 4.00 5.00 5.00 5.00 5.00 5.00 Other 0 0.00 ------
Total reviews: 10 Where our feedback has come from in Trafford (where location was given) Overall feedback across all
Trafford services
Area
Count
feedback
Average of Average % feedback of %
Altrincham 1 10.00 5.00 Category
Average rating Average Sale 1 10.00 5.00
Number reviews of Number Timperley 0 0.00 - Overall rating 3.60 10 Old Trafford 1 10.00 1.00 Cleanliness 4.13 8 Hale 0 0.00 - Staff attitude 3.89 9 Stretford 0 0.00 - Waiting Time 4.11 9 Urmston 1 10.00 5.00 Treatment Partington 1 10.00 5.00 explanation 4.22 9 Davyhulme 0 0.00 - Quality of care 4.00 9 Flixton 0 0.00 - Quality of food 5.00 3 Bowden 0 0.00 -
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Comments collected:
There were 10 reviews between June/July; 6x GPs, 3x Pharmacies, 1x Social Care.
GP – Negative
• “All I wish to do is send an email to the practice asking for advice for a health problem. Our local Chemist advised me to send an email. To find a direct email address is mega difficult, thank heavens we haven’t got the virus.”
• “Staff are not helpful and are rude. Prescriptions never ready they lie about ringing you back.”
• "Hi there I would like to complain about a leader at old Trafford medical I have been coming here since [Name removed] was owner here and since [Name removed] have left and his staff the new staff are really rude and don’t have time for you . [Name removed] and one of her staff [Name removed] was just rude they was raise them voice and disconnect my call."
Pharmacy – Positive
• “I have always found the staff to be friendly and helpful. The very fact that they have been there through this pandemic is incredible. I would like to give you all a great big thank you. I have had to stay in isolation but you made sure I still received my medication, you are all great and very brave, much appreciated.”
• “Even though they are working in extreme difficulty times always helpful.”
Care home – Positive
• “…As a family we will always remain grateful for the care and support provided by Urmston Manor. I have considerable experience of Care Homes, having been Chair of Healthwatch Nottingham for a number of years and I can honestly say I have never seen such a well led and caring home.” – the full details were edited for brevity, but in essence the reviewer was very happy with the home after her mother moved there, especially under the COVID-19 period.
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Appendix 4 – Healthwatch 100
Covid-19
Status of Output Key findings information
Survey open Report To be announced.
SpeakUp2020
Status of Output Key findings information
Survey National Available from the Healthwatch England closed Report website
Booking Appointments
Status of Output Key findings information
Waiting times are the biggest issue, along Survey with difficulty getting through on the Report closed telephone. Majority want to book appointments by telephone or online.
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Appendix 5 – Feedback and Signposting from CIVI CRM
Enquiry detail summary:
Information related • Questions why Personal health budget are suspended and what options are in place. • Deaf calls - related to face masks and lip reading • Dentist calls - finding NHS dentists and how to do this - lack of internet access, website not updated? • A number of people from various locations around the country called for results or more information on the NHS Trace and Track as well as testing results and rules. It appears that information is as freely available or as clear as it should be, and that Healthwatch Trafford was the primary source of information that people found.
Complaints • Access to dental care for patient, wished to escalate the concerns.
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