Communicating with the Neighbourhoods

June 2018

This work was commissioned from Healthwatch by Bolton CCG as part of the Bolton Engagement Alliance

Communicating with the Neighbourhoods - June 2018 1 Communicating with the Neighbourhoods - Abstract

This report is based on conversations or responses freely given by members of the public. Where possible quotations are used to illustrate individual or collectively important experiences.

Engagement officers collect responses verbatim and we also present these in our final report as an appendix. This is important in showing the accuracy of our analysis, and so that further work can be done by anyone wishing to do so.

A full explanation of the guiding principles and framework for how we do engagement and analysis can be found online on our website www.healthwatchbolton.co.uk.

HWB - Communicating with the Neighbourhoods - June 2018 2 Communicating with the Neighbourhoods - Disclaimer

Please note that this report relates to findings observed and contributed by members of the public in relation to the specific project as set out in the methodology section of the report.

Our report is not a representative portrayal of the experiences of all service users and staff, only an analysis of what was contributed by members of the public, service users, patients and staff within the project context as described.

HWB - Communicating with the Neighbourhoods - June 2018 3 Communicating with the Neighbourhoods - Background

This piece of work builds on Neighbourhood Engagement Workshops carried out in September and October 2017 by the Bolton Engagement Alliance. The reports of these workshops make a number of suggestions as to how individuals in the Neighbourhoods could be kept informed about developments in health and social care.

Bolton CCG have asked Healthwatch Bolton to carry out further field research in each of the 9 Neighbourhoods to find out:

• What are the key channels of information in each Neighbourhood? • What kinds of information resources do people access and prefer?

HWB - Communicating with the Neighbourhoods - June 2018 4 Communicating with the Neighbourhoods - Methodology

Neighbourhoods Details & Mon 14th May 1pm to 4pm The research followed a transect walk methodology across the nine neighbourhoods in Turton Mon 21st May 8.50am to 1.30pm the borough as highlighted in the table opposite. Roads Mon 21st May 2.15pm to 4.30pm The neighbourhood walks involved picking two & Tues 22nd May 8.50am to 12noon points in a neighbourhood and walk between them, speaking to people along the way. We Bolton Central/ Tues 22nd May 1.30pm to 4.00pm utilised semi-structured interview prompts to explore how people acquire information about Halliwell/Crompton Wed 23rd May 8.50am to what is going on in their neighbourhoods. 12.00noon Sat 2nd June 12noon to 2pm Between two and four researchers participated th in each walk. In Westhoughton local community Tues 5 June 8.50am to 11.00am volunteers also participated. & Wed 6th June 1.00pm to 4.00pm

Communicating with the Neighbourhoods - June 2018 5 Communicating with the Neighbourhoods – Lines of Enquiry

We asked about:

 Which community sites people use to obtain The Prompts: information about local services. 1. How do you find out what’s going on in  Which community groups or leaders disseminate information. [name of area]?  What local media channels people access (radio, 2. Which places do you go to where people newspapers, newsletters etc.) stop and chat?  What social media channels people use to access information about local services (which websites, 3. Are there any places in your area where etc.). there are useful notice boards?  Which local meetings do people know about and attend. 4. Which If any of these info points do you use? Circle as many as you like and rank  What kinds of resources people prefer (leaflet, your top three choices. booklet, web resource, poster etc.) a) to update them about overall developments and b) to give them specific information about new local service changes.

HWB - Communicating with the Neighbourhoods - June 2018 6 Communicating with the Neighbourhoods – Who we Spoke to

Neighbourhood Total Participants Horwich & Blackrod 44 Turton 45 Chorley Roads 27 Breightmet & Little Lever 31 Bolton Central/Great Lever 21

Halliwell/Crompton 20 Westhoughton 47

Rumworth 27 Farnworth & Kearsley 25 TOTAL 287

HWB - Communicating with the Neighbourhoods - June 2018 7 Communicating with the Neighbourhoods – Who we Spoke to

Armed forces Total Carer Total Y 11 Y 58 N 189 N 151 n/a 87 n/a 78 TOTAL 287 TOTAL 287

Disabled Total LGBTQ Total Y 34 Y 6 N 164 N 191 n/a 89 n/a 90 TOTAL 287 TOTAL 287

HWB - Communicating with the Neighbourhoods - June 2018 8 Communicating with the Neighbourhoods - Reflections

Horwich & Blackrod In Horwich and Blackrod engagement officers noticed a mix of ages and genders on the street. People seemed to want their information from different sources depending on their age, with older people more interested in noticeboards for example. It was more difficult to engage with people in Blackrod, with many not wishing to stop on the day.

Turton When engagement officers walked through Turton people were willing to talk to them; though they were challenged by the supermarket when trying to ask shoppers outside the building. In the Bromley Cross and Harwood area there appeared to be more retired people. The people spoken to were predominantly White British, as is consistent with demographic data for people living in this area. Several people mentioned making use of a local Facebook group for information.

Chorley Roads In the Chorley Roads area it was difficult to get people to talk on the day, for example when near the school people did not want to stop, the high street though busy was also not easy to get engagement. During the day researchers encountered several people under the influence of drugs or alcohol.

Breightmet & Little Lever The Breightmet and Little Lever areas were busy in places with the library and barbers shops providing good footfall. Though people did not seem to be interested in information left in the library. Engagement officers tried to engage near a school but it was not easy to get people to stop. In Breightmet people were less willing to talk than Little Lever. And there was some expressed negativity around Little Lever, with concern about anti-social behaviour there.

HWB - Communicating with the Neighbourhoods - June 2018 9 Communicating with the Neighbourhoods - Reflections

Bolton Central & Great Lever The town centre was busy on the day of engagement. But people seemed busy and not many wanted to stop to talk, despite high numbers. Similarly it was difficult to engage people on the school run in Great Lever. The people who did stop generally reflected the ethnically diverse nature of the area. Halliwell & Crompton When walking in Halliwell engagement officers noticed it was quieter, this may be due to the start of Ramadan. The area appeared to be noticeably deprived. We had an engagement officer able to use language skills to speak to those with English as a second language. In the area more people were willing to stop. Westhoughton The walk route was planned in conjunction with the local volunteers from the Community Hub who joined in the walk on the day, and suggested a Saturday walk would be popular. While many did not want to talk on the day, there were equally many that did. The area was mixed in terms of age and gender, but predominantly White British. Rumworth In Rumworth it seemed people found the questions being asked hard to understand due to language barriers. Ramadan was ongoing, which could have contributed to quieter streets. People were busy getting to where they were going, and did not want to talk. We used local contacts to get access to the migrant community for interviews. Farnworth & Kearsley Whilst the shopping area was busy, not many wanted to stop to talk and engagement officers experienced some hostility. In Kearsley there did not seem to be any areas where people stopped to talk and meet. The streets seemed quiet, though it was noted that some local events were being promoted.

HWB - Communicating with the Neighbourhoods - June 2018 10 Horwich & Blackrod

Horwich is a town to the West of Bolton. Horwich sits at the point where Chorley New and Chorley Old road meet. Blackrod is a small town close to Horwich. Both towns are therefore towards the West edge of the Bolton administration area.

• We spoke to 44 people in Horwich & Blackrod

HWB - Communicating with the Neighbourhoods - June 2018 11 Horwich & Blackrod – Locations mentioned

Horwich Library BL6 7AJ

Horwich Leisure Centre BL6 5PY

• GP surgeries • Ring and ride • Pike St Catherine’s Church BL6 5QT HWB - Communicating with the Neighbourhoods - June 2018 12 Horwich & Blackrod

Formal Example Informal Example Formal sites run by local • Family Talking to • GP surgery government, • Friends others about • Library service • Neighbours what is going • providers, or • Word of mouth on locally, • Hospital local • Residents informal chat. volunteers. • Leisure centre • Church • Clubs Meeting others Information in • Banks at specific • Flyers paper format • Barbers places, where • Newspaper either posted • Butchers information • Noticeboard locally, • Bookies may informally delivered, or • Café be spread or handed out. • Community centre advertised. • Tea rooms • Stadiums Displays in local Places where • Supermarket shops or places • Work people gather • Shops with high every day. footfall. Public transport Searching either where • Online online and • Ring and ride services stop, • Facebook advertised on or on the bus. the web.

HWB - Communicating with the Neighbourhoods - June 2018 13 Horwich & Blackrod

3 Ranking for channels 2 Leaflets through the door 1* Posters/Flyers

Facebook Radio Other informal channels  Blackrod News on Facebook  Community Facebook  Church - Weekly Bulletin * denotes information channels ranked equally.

HWB - Communicating with the Neighbourhoods - June 2018 14 Turton

Turton is an area to the North of Bolton which is now split between a North and South area. Historically Turton was a unified region. North Turton lies within Blackburn and South Turton is within Bolton for administrative purposes.

• We spoke to 45 people in Turton

HWB - Communicating with the Neighbourhoods - June 2018 15 Turton – Locations mentioned

Turton community gardens BL7 0HG

• GP surgeries • Schools

Jumbles Country St John’s Church CO-OP BL7 9BA BL7 9QG BL2 4JS

HWB - Communicating with the Neighbourhoods - June 2018 16 Turton

Formal Example Informal Example

Formal sites run • Family • Library by local Talking to others • Friends • GP surgery government, about what is • Neighbours • Chemist service going on locally, • Word of mouth • Bolton council providers, or informal chat. • Telephone local volunteers.

• Gym • Pub • Newsagents • Legion Meeting others Information in • Leisure centre at specific paper format • Church places, where either posted • Newspaper • Congregation information may locally, • Legion informally be delivered, or • Beauticians spread or handed out. • Café advertised. • Clubs • Restaurant • Groups

• Supermarket Displays in local • Parks Places where • Shops shops or places • Schools people gather • Post office with high • Gardens every day. • Noticeboard footfall.

• TV Searching online • Twitter • Email Media channels and advertised on the web.

HWB - Communicating with the Neighbourhoods - June 2018 17 Turton

Ranking for channels

3 2 Library

1 Emails

Facebook Other informal channels  Harwood litter picking group  Cardiac support  Cancer support  The Garden Shed on Arthur's lane  Bridge club (Heaton)  Slimming world at Egerton United Reform  Care - Earnings, The Hoole  BBC North West, TV

HWB - Communicating with the Neighbourhoods - June 2018 18 Chorley Roads

Chorley Roads is in the North West of Bolton town. Chorley Roads is so called because two key roads that pass through the Halliwell residential district run close to each other here. Chorley Old Road goes North West, while Chorley New Road leads West. Both Chorley Roads meet at Horwich, where they join. • We spoke to 27 people in Chorley Roads

HWB - Communicating with the Neighbourhoods - June 2018 19 Chorley Roads – Locations mentioned

Methodist Church BL1 4JE

Morrisons BL1 4EN

• Loss of local Library was mentioned • GP surgeries • Bus stops • Local Scout Group • Gym • Café

Bolton School BL1 4NX

HWB - Communicating with the Neighbourhoods - June 2018 20 Chorley Roads

Formal Example Informal Example

• GP surgery • Friends Formal sites run by Talking to others • Library • Daughter local government, about what is • PTA • Parents service providers, or going on locally, • School - PTA • Neighbours local volunteers. informal chat. • Council website • Word of mouth • Restaurants • Gym • Letter Meeting others at • Supermarket café • Local Magazine Information in paper specific places, • Bar • Newspaper - online format either posted where information • Club • Eye-catching adverts locally, delivered, or may informally be • Pub • Leaflet handed out. spread or • Café • Newspaper advertised. • Sport club • Fencing • Public places - town • Scout Hut • Other businesses • The lodge? • Church • Billboards Displays in local shops • Locally Places where • Post office or places with high • School people gather • Church footfall. • Bridgewater Hall every day. • Shops • Charity shops • Supermarket • Toddler group • Scout group • Apps Public transport either • Internet forum Searching online • Bus where services stop, or • Computer and advertised on • Bus stops on them themselves. • Facebook the web. • Internet

HWB - Communicating with the Neighbourhoods - June 2018 21 Chorley Roads

Ranking for channels

3 2 Leaflets through 1 the door Posters/Flyers

Facebook

Other informal channels  Advertise on the Bus  Toddler group  Bridgewater Hall  Charity shops  School gates

HWB - Communicating with the Neighbourhoods - June 2018 22 Breightmet & Little Lever

Breightmet is a neighbourhood area to the East of Bolton town centre. Little Lever is a large village to the South East of Bolton.

• We spoke to 31 people in Breightmet and Little Lever.

HWB - Communicating with the Neighbourhoods - June 2018 23 Breightmet & Little Lever - Breightmet locations mentioned

Elderdale Community Centre BL2 5JF UCAN Centre • Schools BL2 5BN • Bus stops • GP Surgeries • Supermarkets close to local area • Gym • Café’s • Pub’s Breightmet Library BL2 6NT Morrisons BL2 6PY

Post Office BL2 6PA

HWB - Communicating with the Neighbourhoods - June 2018 24 Breightmet & Little Lever - Little Lever locations mentioned

Tesco BL3 1RG

• Bus stops • Pubs/Clubs Breightmet Gym BL2 6PT

Little Lever Library BL3 1LP

HWB - Communicating with the Neighbourhoods - June 2018 25 Breightmet & Little Lever

Formal Example Informal Example • GP surgery • Library • Bus stop Talking to • Newspaper Formal sites run by • Word of mouth others about • School local government, • Friends what is going on • UCAN service providers, locally, informal • Arts emailing lists or local volunteers. chat. • Bolton council • Groups • Community centre Meeting others • Flyers Information in • Café at specific • Letter paper format • Gym places, where • Local information guide (by either posted • Pub information post) locally, delivered, • Club may informally • Posters or handed out. be spread or advertised.

• School Places where • Post office • Work people gather • Supermarket Displays in local • Volunteering every day. • Shop shops or places • Off license Searching with high footfall. • Dessert shop (out of area) • Internet online and • Closed supermarket advertised on the web.

HWB - Communicating with the Neighbourhoods - June 2018 26 Breightmet & Little Lever

Ranking for channels 3

2 Leaflets through the door 1 Email

Facebook Word of Mouth

Other informal channels  Bus stop - 524/544  Through work - Parkinson's UK with colleagues  Exercise classes  Bus Shelters  Children's centre

HWB - Communicating with the Neighbourhoods - June 2018 27 Bolton Central & Great Lever

Bolton Central covers the main area of Bolton town centre. Great Lever is a large mainly residential area to the South, bordering Bolton town centre.

• We spoke to 21 people in Bolton and Great Lever.

HWB - Communicating with the Neighbourhoods - June 2018 28 Bolton Central & Great Lever – Locations mentioned

Post Office BL1 1AD • Parks • School • Pubs Bolton Town Hall • Shops BL1 1RU • Church • Mosque • Town centre area Bolton Library • One stop shop BL1 1SE (town hall) • Leisure centre • Gym Sainsbury’s • GP surgeries BL3 6DH • Post office

HWB - Communicating with the Neighbourhoods - June 2018 29 Bolton Central & Great Lever

Formal Example Informal Example

• GP surgery Talking to • Town hall Formal sites run by • Word of mouth others about • Council local government, • Friends what is going on • Council one stop shop service providers, • Neighbour locally, informal • Leisure centre or local volunteers. chat. • Library

• Gym Meeting others • Literature Information in • Pub at specific • News paper format • Bakery places, where • Newspaper either posted • Social club information • Leaflets locally, delivered, • Church may informally • Notice boards or handed out. • Mosque be spread or advertised. • Park • Locally Places where • Town centre people gather • Locally every day. • Shops Displays in local • Eye-catching • Supermarket shops or places • School • Post office with high footfall. Searching • Internet online and advertised on the web.

HWB - Communicating with the Neighbourhoods - June 2018 30 Bolton Central & Great Lever

Ranking for channels

3

2 Letters

1 Facebook Posters/Flyers Websites

Other informal channels  Friends of Sunning Hill School  Refugee friends

HWB - Communicating with the Neighbourhoods - June 2018 31 Halliwell & Crompton

Halliwell is a large residential area of Bolton, it is in the North West part of the town. Crompton is a residential area East of Halliwell, North to North West Bolton.

• We spoke to 20 people in Halliwell and Crompton.

HWB - Communicating with the Neighbourhoods - June 2018 32 Halliwell & Crompton – Halliwell – Locations mentioned

Moss Bank Bowling Green BL1 6LY

Conservative Club BL1 8DE

ABC Park BL1 3RH

• GP surgeries • Church • School

HWB - Communicating with the Neighbourhoods - June 2018 33 Halliwell & Crompton – Crompton – Locations mentioned St Paul’s Vicarage BL1 7ET

• Church • Café • Charity shops • Pub • Gym • Pharmacy

ASDA Bolton BL1 8QG

HWB - Communicating with the Neighbourhoods - June 2018 34 Halliwell & Crompton

Formal Example Informal Example

Formal sites run • Library by local Talking to others • GP surgery • Friends government, about what is • Chemist • Word of mouth service going on locally, • GP forum providers, or informal chat. • Local surgery local volunteers.

• Bowling Clubs Meeting others • Post Information in • Café at specific • Posters paper format • Community centre places, where • Letters either posted • Pubs information may • Newspaper locally, • Drop-ins informally be • Noticeboard delivered, or • Gym spread or • Leaflets handed out. • Restaurant advertised.

• Parks Places where • Gardens people gather Displays in local • Supermarket • Schools every day. shops or places • Shops with high • Church Searching online footfall. • Online and advertised on the web.

HWB - Communicating with the Neighbourhoods - June 2018 35 Halliwell & Crompton

Ranking for channels 3

2 Word of Mouth

1 Websites Twitter Facebook

Other informal channels  Local diabetic people  Conservative club  The grapevine  Dog walking people  Places of training or learning

HWB - Communicating with the Neighbourhoods - June 2018 36 Rumworth

Rumworth is a residential part of Bolton located in the western area of the town.

• We spoke to 20 people in Rumworth.

HWB - Communicating with the Neighbourhoods - June 2018 37 Rumworth – Locations mentioned

Refugee Support Groups BL1 4SJ

ESOL Support Groups BL3 5EL • GP surgeries • Church • Shops • School BCoM BL3 5LE

Zakariyya Mosque BL3 5EL

HWB - Communicating with the Neighbourhoods - June 2018 38 Rumworth

Formal Example Informal Example

Formal sites • GP surgery run by local Talking to • Town hall • Word of mouth government, others about • Council • Friends service what is going • Council one stop shop • Neighbour providers, or on locally, • Leisure centre local informal chat. • Library volunteers.

• Gym Meeting others Information in • Literature • Pub at specific paper format • News • Bakery places, where either posted • Newspaper • Social club information locally, • Leaflets • Church may informally delivered, or • Notice boards • Mosque be spread or handed out. advertised. • Park • Locally Places where • Town centre people gather Displays in • Locally • Shops every day. local shops or • Eye-catching • Supermarket places with • School • Post office high footfall. Searching • Internet online and advertised on the web.

HWB - Communicating with the Neighbourhoods - June 2018 39 Rumworth

Ranking for channels

3

2 Library

1 Word of Mouth

Websites

Other informal channels • ESOL team • Refugee team

HWB - Communicating with the Neighbourhoods - June 2018 40 Farnworth and Kearsley

Farnworth is a town within Bolton, it is at the South East edge. Kearsley is a town neighbouring Farnworth and is further to the South East.

• We spoke to 25 people in Farnworth and Kearsley.

HWB - Communicating with the Neighbourhoods - June 2018 41 Farnworth and Kearsley – Locations mentioned

Farnworth Library BL4 7PG

• GP surgeries Farnworth Post • Pub Office • School BL4 0NX • Supermarket

UCAN New Bury BL4 9PU

HWB - Communicating with the Neighbourhoods - June 2018 42 Farnworth and Kearsley

Formal Example Informal Example Formal sites run • Library by local Talking to • Family • GP surgery government, others about • Word of mouth • Post office service what is going • Phone calls • UCAN centre providers, or on locally, local informal chat. volunteers. • Café Meeting others Information in • Pubs at specific • Local papers paper format • Clubs places, where • Local journals either posted • Coffee information • Noticeboard locally, mornings may informally • Leaflets delivered, or • Church be spread or handed out. advertised. Displays in local Searching • Supermarket shops or places • Online online and • Shops with high • Facebook advertised on footfall. the web.

HWB - Communicating with the Neighbourhoods - June 2018 43 Farnworth and Kearsley

Ranking for channels 3

2 Library Leaflet through the 1 Email door Radio Facebook Other informal channels  Coffee morning at Old St James school  Club on Plodder Lane  Local fishing lodge  Friends meeting houses  news  Café at Chorley Street  The Well on Chapel Street

HWB - Communicating with the Neighbourhoods - June 2018 44 Westhoughton

Westhoughton is a town to the South West of Bolton. It is between Bolton and .

• We spoke to 47 people in Westhoughton.

HWB - Communicating with the Neighbourhoods - June 2018 45 Westhoughton – Specific Locations mentioned

Central Park BL5 3DN

Westhoughton Town Hall BL5 3AW McColls BL5 1ER

HWB - Communicating with the Neighbourhoods - June 2018 46 Westhoughton

Formal Example Informal Example • Word of mouth Formal sites run • Talking books • Library by local • Talking to Talking to • GPs government, residents others about • Town hall service • Walk groups what is going • Train station providers, or • Community on locally, • Chemist local networks informal chat. volunteers. • Hubs

• Café Meeting others Information in • Pubs at specific • Local papers paper format • Clubs places, where • Noticeboard either posted • Church information • Leaflets locally, • Work may informally • Posters delivered, or • Gym be spread or handed out. • Bowling advertised. Places where • Parks people gather • Gardens Displays in local everyday. • Supermarket shops or places Searching • Shops with high • Twitter online and footfall. • Facebook advertised on • Internet the web.

HWB - Communicating with the Neighbourhoods - June 2018 47 Westhoughton

Ranking for channels

3

2 Posters/Flyers

1 Word of mouth

Facebook

Other informal channels  Westhoughton Community Network  Hub (Central Drive)  Heart Community Facebook page  My Westhoughton

HWB - Communicating with the Neighbourhoods - June 2018 48 Communicating with the Neighbourhoods – Emerging ideas

. Developing links with local employers to disseminate information via staff bulletins, intranet and via payroll.

. Using GP online booking systems to advertise community initiatives and alternative provision as well as general health messages.

. Developing links with schools to filter information through their channels, many are responsive to parents’ needs and use apps, newsletters and electronic communications.

. Support the development of neighbourhood newsletters and use these to spread info (could be co-produced).

. Develop relationships with agencies that have big reach - council tax, utilities, sky, virgin, who can disseminate information.

HWB - Communicating with the Neighbourhoods - June 2018 49 Overall Ranking

3 Summary 2 Leaflets  Preferences for electronic 1 Posters/Flyers sources of information access such as Facebook Word of Mouth Facebook  Posters/Flyers and Word of Mouth second most popular sources of information  Leaflets ranked as third most popular sources of information

HWB - Communicating with the Neighbourhoods - June 2018 50 Healthwatch Bolton would like to thank all those that took part in this research or facilitated it to take place.

HWB - Communicating with the Neighbourhoods - June 2018 51 Chorley Roads Turton Crompton and Halliwell

Horwich and Blackrod Central and Gt Lever Breightmet and Lt Lever Maps illustrating the 9 local neighbourhoods, taken from Bolton Council’s area display of GP catchment areas.

Westhoughton Rumworth Farnworth and Kearsley