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A Report on Feedback from Engagement Activities With A report on feedback from engagement activities with residents of Horn Park estate about the use of primary care services and The Source A report prepared by Picker Institute Europe on behalf of NHS Greenwich Clinical Commissioning Group (Greenwich CCG) Date: September 2016 www.pickereurope.org Picker Institute Europe Picker Institute Europe is an international charity dedicated to ensuring the highest quality health and social care for all, always. We are here to: Influence policy and practice so that health and social care systems are always centred around people’s needs and preferences. Inspire the delivery of the highest quality care, developing tools and services which enable all experiences to be better understood. Empower those working in health and social care to improve experiences by effectively measuring, and acting upon, people’s feedback. © Picker Institute Europe 2016 Published by and available from: Picker Institute Europe Buxton Court 3 West Way Oxford, OX2 0JB England Tel: 01865 208100 Fax: 01865 208101 Email: [email protected] Website: www.pickereurope.org Registered Charity in England and Wales: 1081688 Registered Charity in Scotland: SC045048 Company Limited by Registered Guarantee No 3908160 Picker Institute Europe has UKAS accredited certification for ISO20252: 2012 (GB08/74322) and ISO27001:2013 (GB10/80275). Picker Institute Europe is registered under the Data Protection Act 1998 (Z4942556). This research conforms to the Market Research Society’s Code of Practice. Contents Background 1 The Source 2 Context 2 Engagement Activities 2 Methods 3 Results 4 Questionnaire Results 4 Respondent Demographic Profile 4 GP Surgeries 6 Views on GPs 7 The Source 9 Usage of the Source 9 Views on the Source 13 Transport and accessibility 16 Alternatives to the Source 17 Closing comments 18 Answering questions 19 Appendix 1: Survey Frequency Tables 20 Executive Summary Background The Source is a nurse led, ‘drop-in’ facility located on Horn Park Estate offering free confidential health care advice and services to people who live in or are registered with a GP in the Royal Borough of Greenwich. Due to financial constraints, Greenwich CCG is obliged to consider withdrawing funding for this service and therefore have sought to engage with a variety of stakeholders and the public to assess how such a closure might impact. This report provides an overview of the issues and themes raised to help inform the CCG’s decision making process. Engagement activities Local partners and stakeholders (including NHS England and Royal Borough of Greenwich) were consulted, as were The Health Overview and Scrutiny Committee (HOSC). In addition, three public engagement sessions were held at the Horn Park Community Centre. Dedicated “Have Your Say” spaces at the Source, The Dutch (local Pub) and the Horn Park Community Centre were provided and an online and paper survey (designed and implemented by NHS Greenwich CCG) was administered (112 responses). In addition, there was a dedicated website page with information about The Source and engagement opportunities. Summary Overall, the Source is a highly valued service. Respondents speak favourably about the quality of the service, the range of services offered, the ease of getting an appointment and the importance of relieving the burden from GPs and local hospitals. There is no GP surgery on the estate and therefore The Source is felt to be invaluable to some. However, there are those who do not use it and this could be due to location, accessibility issues or simply lack of need. Results from all engagement activities highlighted the following positives about the service: o Range and quality of services offered o Convenience and ease of getting an appointment o Friendliness and approachability of staff o Valuable resource for oversubscribed GP surgeries (GPs themselves refer patients to the Source also) o Continuity of care There were some issues raised over the geographical location, because the estate is not well sourced in terms of public transport. This was both a positive and a negative: good for those on the estate but cited as a possible reason the Source is not accessed by those from outside the estate. Concern was raised over the threatened closure that local needs would not be met, particularly around health prevention and self-management, and that existing GP surgeries would be even more pressurised as a result, without the Source to refer people to. ©2016 Picker Institute Europe. All Rights Reserved. 1 P3116 | Greenwich The Source | LT BH | 290916| v3.0 Protect Background This report analyses and consolidates feedback from a number of engagement activities that took place in the Horn Park area about the use of primary care services and The Source. The Source The Source is a nurse led, walk in facility located on Horn Park Estate offering free confidential health care advice and services to people who live in or are registered with a GP in the Royal Borough of Greenwich. The service operates by drop-in, whereby no appointment is required. The Source is popular with local residents who believe that the Horn Park Estate is geographically isolated with poor transport links. Services at the Source include: Wound dressings Sexual Health and contraception Smoking cessation Weight management Childhood and influenza vaccinations Healthy living and general health and wellbeing advice Context NHS Greenwich Clinical Commissioning Group (Greenwich CCG) is currently facing a challenging financial position and obliged to significantly reduce its costs in order to return the organisation to financial balance by March 2017. This situation has required some difficult decisions including the Greenwich CCG not being in the position to fund services that fall outside its delegated authority. The services offered at The Source fall within the Primary Care contract managed by NHS England and outside the remit of Greenwich CCG. Engagement Activities Following the proposal to withdraw funding for services at the Source, Greenwich Clinical Commissioning (CCG) has engaged with the following: Local partners and stakeholders (including NHS England and Royal Borough of Greenwich) on July 20th who confirmed that they would be unable to fund current services at the Source. Local GP practices near The Source who gave assurances that practices would accommodate the additional demand from Horn Park estate should The Source no longer be available The Health Overview and Scrutiny Committee (HOSC) ©2016 Picker Institute Europe. All Rights Reserved. 2 P3116 | Greenwich The Source | LT BH | 290916| v3.0 Protect In addition to the above, the communications and engagement team organised the following: Three Public engagement sessions at the Horn Park Community Centre (24th August, 7th and 13th September) Dedicated “Have Your Say” spaces at the Source, The Dutch (local Pub) and the Horn Park Community Centre An online survey available until 19th September (designed and implemented by NHS Greenwich CCG) Website page with information about The Source and engagement opportunities Methods This report provides an overview of issues and themes raised from the engagement data as well as responses to specific questions in the questionnaires. The purpose of the report is to help inform the CCG’s decision around the future of the Source and also to help the CCG understand areas for further development that may assist the commissioning of future improvements to local healthcare services for patients. All fieldwork, survey development and implementation was conducted by NHS Greenwich CCG. Feedback from the different sources was submitted to the Picker Institute – these comprised: Data file with 52 results from on-line survey 60 additional paper versions (scanned) of the questionnaire Qualitative feedback from open ended questions on both online and paper surveys Qualitative feedback from interviews/discussions conducted by NHS Greenwich CCG staff members Qualitative feedback received via email and other sources Existing data from the on-line version of the survey were checked and cleaned, and then merged with the data that had been gathered from the paper questionnaires. Charts and tables were created and an overview of the quantitative findings produced, including respondent profile and characteristics. These results were then presented alongside the qualitative data in order to produce an overall picture of the usage of primary care services in the area, including the Source. ©2016 Picker Institute Europe. All Rights Reserved. 3 P3116 | Greenwich The Source | LT BH | 290916| v3.0 Protect Results Questionnaire Results The survey questionnaire, designed and administered by NHS Greenwich CCG, was administered via an on-line survey, and a paper survey, handed out at a number of events and locations around the Horn Park Estate. The questionnaire yielded a total of 112 responses, 54% (n=60) of which were paper returns and 46% (n=52) were completed online. The data from both methods was combined and results analysed together. Table: Survey Responses by Methodology Frequency/ Percent number Online Survey 52 46.4% Paper Survey 60 53.6% Total 112 100% Respondent Demographic Profile The demographics of survey respondents are displayed in the below table. More females (76%; n=73) than males (24%; n=23) responded to the survey, and almost a third (32%; n=30) of respondents were aged 65 and above. Over a quarter of respondents (27%; n=30) had a long-term health condition, other than those specified in the questionnaire. Table: Demographic
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