Independent local champion for people who use health and care services

Your NHS, your views, your chance to make a difference

With your help we’re changing local care for the better

We can make a difference but we can’t do it without your feedback

Wakefield 2 Healthwatch 3

Who we are

We know that you want health and care services that work for you, your family and friends. That’s why we want you to share your experiences of using services with us – both good and bad. We use your voice to encourage those who buy and run “Healthwatch have been a critical partner in services to act on what matters to you. supporting Wakefield to evaluate our new models of care. They have delivered robust Our vision Our Aims We will put the public voice at the heart of decision Engage evaluation to inform new services that have making around health and social care. We will do Listen to and engage effectively with people who been developed within the District and they this by growing and strengthening the organisation use local health and social care services. so that we can challenge and improve provision of have supported us with significant evaluation health and social care services on behalf of local Inform and advise of our care home vanguard, Connecting people, particularly those whose voices are often Offer a variety of ways for people to access under represented. information, advice and support. Care Hubs and MCP primary care schemes developed through the vanguard. We will be a credible and influential organisation Involve that has good relationships with local people, Involve local people in our work. commissioners and providers of health and Wakefield CCG value having Healthwatch expertise social care. Influence Influence positive change in service provision at all of our local Health and Social Care partnership and commissioning. meetings and their commitment to this agenda is Our values and behaviours Inclusive and collaborative Governance and Finance evidenced through their willingness to test new We put people first, particularly those who are less Govern ourselves effectively and in line with our engagement approaches and recently leading able to represent themselves. We aim to involve values and statutory functions. all communities in Wakefield District. We work in Sustain our core funding and develop other income on some focus groups on our new model of care partnership with all key stakeholders. streams to support our sustainability. which was an interesting process and created some Proactively attract, support and develop a high quality team of staff, board and volunteers. Credible and effective invaluable patient feedback to Wakefield CCG.” We aim to be respected for our rigour and high standards of information, intelligence and Melanie Brown, NHS Wakefield Clinical Commissioning Group reporting. We want to make a difference. Commissioner for Integrated Health and Social Care Last year Open and accountable We hold meetings in public and carry out decisions and publish our findings according to 1,417 people our governance processes, which are available on approached us our website. through our office, Independent adviser and We act on behalf of local people independent of engagement activities political parties, commissioners and providers. We have no vested interests in the outcome of our work apart from improving local health and social care services for the people of Wakefield. 4 Healthwatch Wakefield 5

We are happy to attend any group, meetings, events, or health and Visiting health care setting. Get in touch if you’d like us to work with you. and care services

We visit services to talk to patients and residents, their family, carers and friends and staff. Our experienced team are highly skilled and trained in how to Talk to us Meeting local people engage with people in a range of health, care and community settings. Our staff Have your say We do everything we can to make sure we meet local people and find out what they and volunteers are checked through the think about health and care services in the District. We don’t expect people to come Disclosure and Barring Service. to us; we will go out to them. We make a special effort to find people and groups who have a harder time getting their voice heard. Child and Adolescent Mental Health Service Chapelthorpe Medical Centre; Homestead Medical (CAMHS) To find out about the quality of provision Centre; Grove Surgery; Church Street Surgery; of mental health support for young people, the Prospect Road Surgery; Alverthorpe Surgery; Regular engagement Community events Information talks criteria for getting the service, appointment Eastmoor Health Centre. availability and waiting times, quality of information Alzheimer’s Society Forget Me Not Cafés Airedale Neighbourhood Management Agbrigg and Belle Vue Patient Safety Walkabouts around planning treatment, information and Havercroft and Ryhill Community Group Health Trainers Organised by the CCG throughout the year to Learning Centre Alzheimer’s Society Side by Side Project All Saints Community Centre signposting provided on discharge or during look at safety and care with the adult safeguarding Community Centre Launch Event Altofts Community Book Scheme transition, waiting room facilities and access. nurse, infection prevention and control practitioner, Kinsley and Fitzwilliam Learning and CCG Care Home Event after visiting Chapelthorpe Carers’ Group Community Centre 12 local care homes Coffee & Chat at Normanton, Pinderfields Emergency Department To talk to a pharmacist etc, and Healthwatch Wakefield. CCG Healthy Wakefield & AGM people about the reasons they’ve attended A&E Kinsley and Fitzwilliam Pharmacy Kirkthorpe, Pinderfields: A&E; Eye Centre; Gate A2 Stroke User Group CCG Market Place Event and and to find out whether they have tried to get help and Neurology; Gate 18 Maternity; Gate 31a Meet ‘n’ Eat Diner CCG Public Event on Healthcare and Expert Patients Event elsewhere first. The Well Food Bank Planning Expert Patients Winter Wellbeing Cardiology; Gate 32 Surgical Assessment Unit; One Stop Shop at Hemsworth Library City of Sanctuary Coffee & Cakes Event events at , Wakefield, Wensleydale Unit BUPA Residential Care To Gate 33 General Surgery; Gate 41 Elderly; One Stop Shop at Pontefract Library Crofton Family Fun Day Castleford, and South Kirkby talk to residents, observe the quality of care, dignity Gate 43 Elderly; Gate 45 Respiratory; and Gate 46 One Stop Shop at Library GP Networking Event Forget Me Not Café at of patients, and staffing levels. Children’s ward. Pinderfields Hospital Lightwaves Event Forget Me Not Café at Pontefract General Practices To evaluate Vanguard primary Pontefract: A&E; Elective Orthopaedic; Saint Catherine’s Centre National care Home day Hemsworth Slimming World care interventions, including care navigation (the Intermediate Care; and the Midwife Led Unit. Spectrum’s Wednesday Café for Nova Market Place Event Lift Up Friends Group Mothers’ Union Meetings practice of reception or administrative staff offering Vulnerable Adults Queens Park Play Day Care Homes To provide a valid and reliable Over 50’s Group St Michaels patients an appointment with an appropriate Voiceability Lift Up Friends Self Saint George’s AGM means by which to engage residents in the Care Advocacy Group Church health professional other than a GP, based on an Saint George’s Summer Event Homes Vanguard evaluation, to provide the Wakefield City of Sanctuary Drop-in for SEND Festival Parkinson’s UK Wakefield Group assessment of their presenting issue), Physio First process in a way that overcomes barriers of literacy, refugee and asylum seekers at the Quaker Shape Your Life Groups Portobello Over 50s and Pharmacists in General Practice, (appointments Meeting House Simply Leisure Group at St language and access, to add value to the Wakefield Sloppy Slippers Events at Altofts offered in practices as an alternative to a GP), Wakefield City of Sanctuary Welcome Swithun’s Community Centre programme by working in alignment with both the Normanton, Standbridge Lane Community Café for refugee and asylum seekers at St Extended Operating Hours (shared provision Centre and West Wakefield Westfield Centre proposed national Vanguard evaluation and the Michael’s of after-hours appointments for patients) and South Kirkby Party in the Park WOFAG - Wakefield Over Fifties other five Care Home Vanguards. Wakefield District Learning Disability & Action Group HealthPod (pop-up primary care ‘pod’ to help Wakefield and District Housing Event Autism Partnership Board Wakefield Intermediate Care Unit (WICU) A Wakefield District Sight Aid AGM access people who wouldn’t usually go to their GP). Wakefield District Sight Aid visit programme to Wakefield Intermediate Care World AIDS Day Event Middlestown Medical Centre; Orchard Croft Well Women’s Centre Unit, also known as Queen Elizabeth House, to Coalmining Resource Centre World Health Day Event Pontefract Library Medical Centre; Warrengate Medical Centre; talk to patients and visitors to find out what they at Thorneycroft Lupset Health Centre; Maybush Medical Centre; thought of the services they receive there. Yorkshire MESMAC Outwood Park Medical Centre; Almshouse Surgery; 6 Healthwatch Wakefield 7

Asking you through surveys Making a difference together

We do surveys with people as a way of recording what people think and use this as We take people’s views and experiences and present them to the people who plan, buy evidence to make recommendations for change. We do this through our website and and run our local health and care services. We have excellent connections with local social media but also go out into our local communities and to health and care services communities, groups and individuals. All our work is open and transparent; we make and groups, especially for people who find it harder to have their say. public our findings, reports and recommendations on our website.

Children and Young People’s Mental Health Survey 899 How local experiences make change Residential Care Survey 102 Emergency Departments in Wakefield District Children and Young People’s Mental Wellbeing General Practitioners 24 We visited our emergency departments and talked We worked with voluntary sector partners to make General Practice Managers 9 to over 200 people. 42% said they were attending sure the voice of children and young people was Healthpod 32 for a medical emergency, 20% to get tests and heard in the Future in Mind programme. This has 10% because they couldn’t get a GP appointment. led to a far better understanding of the barriers Extended Hours Clinic 71 Over a third said they had been told to attend the to engagement faced by many, and has led to the Care Navigation 517 Emergency Department by a health professional. funding of a network of community based workers Physio First and Pharmacy in General Practice 192 3,813 This information was used by and to make it easier to access support. Young People, Families and Carers Mental Health 18 Harrogate STP to help shape their understanding of

Survey responses emergency care. We have since done more work on Connecting Care Urgent and Emergency Care 218 We spoke to 680 people in their own homes over local urgent and emergency care speaking to over in the year 2016-17 the course of two years. We showed that most ‘Hear, See, Treat’ Urgent Care Survey 539 2000 people about services at Pontefract. Care Act Assessment and Support 63 people valued integrated care provision - or joined up care - and felt that it had met their needs and Integrated Care 1,100 Public Voice We produce an annual report for the Health and had positive outcomes for their health and their Children’s Oral Health Insight 29 Wellbeing Board that brings together information ability to cope at home. Although the data did not from major providers and commissioners in the show this resulted in fewer admissions to hospital district. We ask them to tell us what people are and a shorter length of stay, it did show that both saying is good, not so good and what they think patients/servicer users and staff like working in a Giving information, advice, support could be improved about the way that we support joined up way. their health and wellbeing. This report is used to

We know that sometimes it can be really difficult to get information or help. We have an support decisions about the Health and Wellbeing Wakefield Carers Experiences of

advice line for the public and a drop in service at Citizens Advice. Our Healthwatch Adviser Board priorities. Connecting Care We did in depth interviews with carers who were is also based there and helps people who go to them with a range of health and care issues. The Care Act supporting people getting Connecting Care We wanted to understand what impact the changes services. We heard of some fantastic well integrated People are given support with complaints, Our engagement officer makes sure we go out of the 2014 Care Act would have on people trying services, some very poor experiences, and some signposted to services, and advised on options to communities across Wakefield District, to access support with their social care needs. mixed. This report describes the physical and 2 available to them. Last year 84% of people who which covers 338.6km , and talked to nearly We wanted to talk to people whose needs weren’t mental impact experienced by people in a caring completed a customer satisfaction survey said 1,000 people last year. high enough to trigger statutory support but who role and the absolute necessity of supporting them. they would recommend it to others and 89% Our community researchers work with still had substantial need. We found that although felt the adviser had understood them and their services such as GPs and care homes so that people had tried to follow up the advice provided problem and the advice received was easy to Healthwatch can talk to people and help them by Social Care Direct, half were unsure if this was understand. where they receive services or in their home. what they needed and many felt they were in a We also provide people with advice and I am very pleased your worse situation than when they originally asked information through our communication for help. channels, such as our website, social media and service is here to help the our quarterly newsletter. public and thank you.” 8 Healthwatch Wakefield 9

How we work with our 360° Quality Statements Review Opportunities community In 2016, Healthwatch Wakefield reviewed the quality We promote and support the involvement of local of our services against the Local Healthwatch Some of the things our volunteers took part in last year. people in the planning and running of local health Quality Statements produced by Healthwatch and care services through: in partnership with Beckett Visits and inspections Service improvement • Engagement with communities of both University. The Quality Statements are designed PLACE (Patient Led Assessment of the Care Quality Accounts for Mid Yorkshire Hospitals NHS geography and interest to help build an understanding of the work and Environment) inspections at Pinderfields, Trust, Yorkshire Ambulance NHS Trust and South Pontefract, and Hospitals West Yorkshire Partnership NHS Foundation Trust • Survey work with local people develop consistency across the Healthwatch network. We chose to undertake a 360 degree • Queen Elizabeth House • Park • Work with Methley Park Hospital regarding • Interviews with people in their homes or over the • Wakefield Hospice; Patient Safety Walkabouts at the new building extension • The Mid Yorkshire telephone, especially if they find it hard to leave review, asking key partners and stakeholders, both Pinderfields at A&E • Gate A2 Stroke & Neurology Hospitals NHS Trust Access Meetings, and Travel the house external and internal, to respond to the Quality Statements survey. We were delighted that partners • Gate 18 Maternity • Gate 31a Cardiology and Transport Meetings with work being done • Consultations on proposals to change services • Gate 32 Surgical Assessment Unit • Gate 33 on Patient Transport and the Blue Badge Survey with local focus groups from almost all relevant health and care sectors were willing to contribute their thoughts. General Surgery • Gate 41 and 43 Elderly • Gate Report, and Hospital Car Parking • CAMHS • Evaluation of services with people who use the 45 Respiratory • Gate 46 Children’s; Patient Safety meeting with Director Carol Harris took place to services 100% strongly agree or agree that Healthwatch Walkabouts at Pontefract at Elective Orthopaedic discuss recommendations in the report • Partnerships with local community groups Wakefield brings added value to their work due • Intermediate Care • A&E; Enter and View visits • The Dementia Strategy Board • The Wakefield to its unique perspective, and has collaborative to CAMHS (Child and Adolescent Mental Health Adult Safeguarding Board Strategic Plan 2017-2018 Working with others relationships with key decision makers within their Service) and West Ridings Care Home. • Work on Mid Yorkshire Hospitals NHS organisation. Trust Quality Account with the Overview and We use a collaborative approach with service Training and Events Scrutiny Committee. providers, commissioners, regulators and other local 100% strongly agree or agree that Healthwatch Dementia Awareness • Wellbeing • Stroke Services system partners to bring about change. Wakefield bases its insight on the experiences • Emergency and Urgent Care Services • Children’s Engagement and Surveys We work with the Care Quality Commission (CQC) of local people and demonstrates added value Oral Health • Young People’s Mental Health Future in Mind and Young People’s Mental Health and share information and evidence with them through its work engaging local people, paying • British Red Cross event on Volunteering • Hear See and Treat • Emergency Department which informs their work when monitoring and particular attention to seldom heard groups. inspecting local services. • Future in Mind events • Stroke Services event. • Children’s Oral Health with Public Health • Wakefield College Engagement Sessions We also have a seat on the: with students on level 1, 2 & 3 Health and Social • Health and Wellbeing Board Care courses. • Wakefield Safeguarding Adults Board • New Models of Care Board If you would like to volunteer with us • Connecting Care Executive Board strongly agree or 100% please get in touch on 01924 787379 • Connecting Care Health and Social Care agree, Healthwatch Wakefield bases Partnership Board its insight on the experiences of • NHS Wakefield Clinical Commissioning local people Group Probity Committee for primary care Feedback paying particular attention commissioning Why not rate a service you’ve received? • Wakefield District Safeguarding Quality to seldom heard groups Intelligence Group You can rate your health and care services online • NHS Wakefield Clinical Commissioning Group at our feedback centre at Quality Intelligence Group www.healthwatchwakefield.co.uk • West Yorkshire Healthwatch Forum You can also find services that are available locally • Community Engagement Partnership and what others might be saying about them. • Learning Disability Partnership Board Would you recommend the services you receive? • Dementia Action Alliance Let others know. • Dementia Strategy Board You can also feedback to us through Facebook and Twitter. 10 Healthwatch Wakefield 11

Our plans this year Contact us Our Partners

Our work plan is flexible and we add new projects throughout We want hear from you if you are a the year in response to local people’s issues. If there are patient or resident, if you are a carer plans for new services, or changes to existing ones, we will or family member or friend. We want make sure that local people have a say. We are experienced to hear from you if you run a service Young Lives Consortium in evaluating service change and development using local or work in one, or if you plan or Who run our Young Healthwatch service for people’s experiences and views. commission them. local children and young people 01924 364198 www.ylc.org.uk Care Homes: Listening to residents and their Child and Adolescent Mental Health Services: We want to hear the good and the bad, friends and family at care homes in our District Continuing to work with children and young people and we will work with others to make through a series of visits including conversations to find out about their experiences of local mental local services the best they can be. and observations, sharing our findings with staff. health services and how they can be improved. Autism Services for Children and Young Following up on ongoing concerns from Supporting work around children’s Registered Office: People: Dentistry: 11-13 Upper York Street patients and families on the autism assessment and oral health in partnership with Public Health, and Citizens Advice pathways, especially the transition from children to addressing issues of access to NHS dentistry Wakefield WF1 3LQ Wakefield District adult services. across West Yorkshire in partnership with other Who run our advice and drop in service Healthwatch organisations. and host our Healthwatch Adviser Health inequalities: Extending and developing For staff and volunteers 01924 234007 our work with BME communities, seldom heard Multi-speciality Community Provider: 01924 787379 groups, and those who are underrepresented Continuing our evaluation work for our local www.wakefielddistrictcab.co.uk across our District. Multi-speciality Community Provider Vanguard, For advice, information and signposting as it works towards becoming an ‘Accountable Social care: Developing our work on social care Care System’. 01924 234007 complaints and systems and look at what support 360° Quality and advocacy is available for local people. Primary care: Completing our Vanguard work Statements Review to evaluate patient experiences of physio first, [email protected] Quality accounts: Continuing task group work pharmacy first, care navigation, the Healthpod, “Healthwatch Wakefield insight reports are on quality accounts for Mid Yorkshire Hospitals extended hours, and ‘hub’ patient and carer unbiased and give praise and raise concern in NHS Trust, South West Yorkshire Partnership NHS www.healthwatchwakefield.co.uk experience. equal measure where possible.” Foundation Trust, and Yorkshire Ambulance Service “They represent the public views in a way that the NHS Trust. Finding out about the Cancer patients: @healthywakey commissioners never heard before.” experiences of cancer patients and their relatives Urgent care: Talking to people and conducting “I think Healthwatch works hard to coordinate and carers and work in partnership with the a survey about urgent and emergency care work which complements rather than duplicates Yorkshire Cancer Patient Forum, Macmillan and services at Pontefract Hospital in relation to its /Healthwatch Wakefield that done in other settings.” Yorkshire Cancer Alliances. contract review. “Healthwatch work in a constructive manner which makes them a positive partner.” Neurology: Working with the Multiple Sclerosis Society, talking to people and getting their “Healthwatch is a very valuable organisation for feedback about what they’d like to see from local the local people of Wakefield but equally, has a vital role in the Trust (Mid Yorkshire Hospitals neurology services and what is most important to NHS Trust) developing better quality services. The them. Trust should try and include Healthwatch more in its normal business.” Compassion in care: Bringing people together who use and manage services to put compassion “The quality of the work and the products and dignity at the top of everybody’s agenda so delivered by Healthwatch Wakefield is excellent. The staff team work well together and with that people’s wishes are respected and they are partners, always happy to offer help and advice treated with kindness. when necessary.” 12

Wakefield

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