Annual Report 2015 -2016

Contents Foreword 4 Some highlights from our year 5 Spotlight on general practice 6-8 Partnerships for Equality 9 Spotlight on mental health 10 The power of information 11-12 What we do in the community 13 Using feedback to set priorities 14 Working with volunteers 15 Working with local organisations to make a difference 16 Making things happen 17 About Us – Our plans 19 Who we are 20 How we have used our resources 21 References 23 4 Foreword

Welcome to our third Everything we do is guided by what matters to annual report. local people - Healthwatch Camden’s here for you to use your voice to have real power and This year’s been busy influence. and productive. We’ve This report tells you what we’ve been doing to focused on general fulfil our remit and how we’ve used our statutory powers. We’re here to make sure local people practice, on equal have a VOICE in health and social care services; access to services, to support local people to make CHOICES in and on mental health. services; and to encourage CHANGE in services Frances Hasler, Director We’ve launched a new to make them better. We can do these things because we have power – we were set up by information resource an Act of Parliament and we are independent called ‘Start here…’ – a registered charity, with trustees who all live or work locally.

We have so much to tell you about – you can read about it in the rest of this report.

Throughout the report, you’ll find links to our reports which are underlined and hyperlinked. You’ll also find videos about our work, so you can see more of the detail about what we do. Dr Connie Smith, Chair We hope you enjoy it. Some highlights from our year 5

2016 marked our third Our reports on GP services in Camden highlighted the variation in GP practice Cllr Nasim Ali said: anniversary. We had many services (See pages 6-8), the experience of “This is such a crucial report highlights over the year. Black Minority Ethnic (BME) communities which has had so much accessing GP services and communications engagement from the Bangladeshi community. It will make a massive access for people with disabilities. difference to tackling health Our reports show that overall GP services inequality in Camden.” are good in Camden, but there’s room for improvement. Our reports have already Our Highgate Centre project (see page had an impact, prompting discussion 10) on mental health, uses audio diaries in patient participation groups at local to record the experience of people living practices, and prompting some GP practices through service changes. We’ll use this to make adjustments to the way they personal testimony to influence future deliver services. service change management.

Our joint initiative with the council’s Health We also launched an information resource and Adult Social Care Scrutiny Committee – Start here…. (see page 12). It’s an online (see page 9) gathered insight from 300 guide to health and social care services in Bangladeshi people both young and old to Camden. We did this because it’s vital to find out the problems they experience in have all our local resources in one place, accessing health and wellbeing services in so that people easily find information on Camden. We also noted the differences they their rights, find out their choices and the would like to see in services, to improve resources available. their wellbeing.

Councillors have already welcomed the report on this initiative.

Healthwatch Camden annual report 2015 -2016 6 Spotlight on general practice

GP services are the number people’s understanding of local GP services Evidence revealed that no single GP practice and to encourage quality improvement is best or worst across the whole range one topic people raise when across the borough. of indicators, and that there’s room for talking to Healthwatch improvement and potential for experience Camden. This resulted in us We looked at patient satisfaction data sharing and lesson learning for all. and at a selection of clinical performance conducting a programme indicators across the 36 GP practices in We’re pleased with the contribution of work looking at different Camden. We analysed and presented the study’s made to encouraging aspects of GP services our findings in an easy to understand conversations between providers and way to help patients make sense of patients around best practice. The work in Camden. the information and help providers to has contributed to improving transparency We looked at the variations between identify and share experience on best and tolerance of public scrutiny in practices, then specifically at the practice. Local voluntary organisations primary care in Camden. We also have experiences of Black and Minority Ethnic and volunteers also helped us to conduct specific examples of direct impact on communities in accessing GP services and original qualitative research on some service improvement prompted by the finally, access to GP services for people specific topics that local people told us report findings. For example, several GP with communication support needs are important. practices have contacted Camden Carers (patients with learning disabilities, patients to ask for support in improving their ‘carer who are visually impaired and patients who awareness’ where our report identified are d/Deaf). Allegra Lynch, CEO Camden Carers shortcomings. Centre / Camden Carers Service said: GP practices in Camden: “ We do really value the inclusion A study of variation 2015 of carers in this report and believe Local GP, Dr Lucia Grun, said: “it made We knew from patient feedback and it has had a positive impact at us think about how we might published data that there’s variation in practice level with regards to do things differently and has carers, along with the great work delivery of GP services and that people in potentially made a real difference that GP practices were already less affluent areas of the borough don’t to how we provide services in our showing in supporting carers.” practice.” get as good a service. We wanted to aid Spotlight on general practice Spotlight on general practice 7

We gathered views from disabled people, using focus groups, surveys and one-to- one interviews. We presented the findings in a report which included specific formal recommendations to Camden’s primary care providers and commissioners.

We suggested a need for three basic areas of adjustment to suit disabled people across all three groups.

a way to identify the patients with communication support needs as soon as they enter the GP practice and for People told us: all staff to be aware, especially when making referrals to other services. “The doctor sent me the results appropriate communications methods but I couldn’t understand it. I had to go back to ask what it meant. My both written and verbal, with use of appointment letter wasn’t in Easy easily understood formats (drawing as Read. I don’t think they know how Access to GP services for people appropriate on new technologies) with communication support needs: to do them.” experiences of local people  greater sensitivity to individual patient preferences without undermining People who are d/Deaf or visually impaired “The glass screen in front of the patient self-esteem. reception desk and the glare from or have learning disabilities can face the lights makes it hard to see. I need particular difficulties if services do not See the video on what people with to be able to see the receptionist’s learning disabilities said about accessing adjust their usual communication methods face to be able to lip read.” to take into account their support needs. GP services.

Healthwatch Camden annual report 2015 -2016 8 Spotlight on general practice

We concluded that many of Camden’s GP We will follow up our reports in future practices are not meeting the Accessible years to see how our recommendations Information Standard which is a legal have impacted. requirement from 31 July 2016. People told us: The views of local disabled people set out in our report will help local GP services to “I can’t make any booking by implement the Standard. We’ve illustrated phone because it’s very difficult the sorts of action that will make the most to get through to someone. difference to disabled patients. When all attempts fail and I get desperate I go there in person. Access to GP services in Camden: the Then they blame me for turning Healthwatch Camden’s report points the way experience of BME communities up without an appointment first.” to addressing health inequalities in Camden. Our research with BME communities showed that too many people from A good quality service should be available Camden’s BME community have an to everyone in our community, no matter “I have to mentally prepare experience that is the opposite of what what their background, race, age, income myself to go and see my doctor is expected. They consistently have poor or sexuality. because of the way they treat me, access to GPs and find it difficult to get the especially the reception staff.” right information, support and guidance. Sofina Razzaque, Project Manager, We conducted focus groups consisting Chadswell Healthy Living Centre, of men and women of all ages from said: “When the focus groups the Bangladeshi, Chinese and African actually happened, the user Communities in their mother tongues. members were very pleased that a Bengali speaking worker from The video opposite shows what people Healthwatch Camden actually said about the Healthwatch Camden attended.” GP report: Partnerships for Equality 9

Healthwatch Camden Working with local Healthwatch promotes equality in the Cllr Alison Kelly said: “…We couldn’t This year we continued our successful have done the work without Shelly collaboration with local Healthwatch from provision of health and and without Healthwatch…” across North and North East London, social care. training deaf and disabled people to monitor Based on what people said, a range of local services, as “enter and view” or We work with local organisations to achieve recommendations were made and sent to mystery shopping volunteers. (This work is this. Last year we worked in partnership members of Camden’s Cabinet. They were funded by Health Education North Central with Camden’s Health and Adult Social asked to develop an action plan, outlining East London.) We made visits to UCLH and Care Scrutiny Panel and local community how progress will be measured, and report to the Royal Free Emergency Departments organisations. We gathered evidence from this back to the committee. We look forward to check how they’re doing in terms of the Bangladeshi Community about what to seeing how the recommendations are catering for patients with communication could be done to decrease health inequalities taken into consideration to meet the needs support needs. Our report made some in the borough for their community. of the Bangladeshi community. recommendations for improvement. Thanks to colleagues in Healthwatch Redbridge for We met 300 people of various ages and leading this work. genders from Imams, to students, teachers, support staff, board members, community As members of the Camden’s Health and leaders and workers. We met them at local Wellbeing Board we’ve been active in organisations, such as schools, community collecting local views about the priorities and health centres, mosques and summer for the joint Health and Wellbeing Strategy. festivals. The Bangladeshi people that we We held forums to discuss the draft strategy. spoke to told us about their issues and their Our representative on the board, trustee recommendations for improvements. We Alison Lowton, followed this up with scrutiny made sure that some of the research was of the implementation plans. done in Bengali which the local community said that they greatly appreciated.

Healthwatch Camden annual report 2015 -2016 10 Spotlight on mental health

The Camden borough Mental health is also one of our priorities. One of the places affected by service has a high prevalence People in the community told us that it’s change is the Highgate Day Centre (a very important to them, which is why mental health service). We offered to of mental illness. we’ve flagged it as a top priority. work with the service users at the centre to co-design a research project that will See the video on our mental health work: For example, our work around mental capture, in real time, their experiences of health found that Bangladeshi people are the service changes at the Centre. concerned over the lack of GP referrals to appropriate services. This results in A broadly representative group of service long-term use of medication which is not users volunteered to record regular desired. Recent benefit cuts, a lack of weekly “audio diaries” addressing specific knowledge of places to go or appropriate research questions. We want to see how services were also cited as exacerbating the answers to these questions evolve over the situation. an extended period of seven months.

During our outreach work, people also The audio diary participants are highly told us that they want us to look at the committed to the project. They feel people impact of budget cuts and service redesign often pretend to listen to them and they on service users in the borough. People want our research to offer a different were worried that their experiences of the format for getting their voices heard and changes did not match the theory or the one that cannot be so easily ignored. description of the changes, as expressed by service providers and commissioners. The power of information 11

Healthwatch Camden We’re independent and part of our role is We clarified exactly what type of support she to give out unbiased, useful information to needed. She said that she felt overwhelmed provides information local people and service users on health and didn’t feel organised enough to speak by telephone, email and social care. Sometimes we need to to the trust by herself. We discussed her and website. make a formal request to a provider to find options and then signposted her to the right the information to help someone. Only organisation. She was very pleased with the one provider did not respond within the service she received from us. specified 20 day period.

We regularly answer calls for information Mrs Jones emailed us to say: from local people, some are straight “Thanks so much for all your forward and others require more. Much of much needed help!” our work is about helping people to know their rights. This can take up a lot of time and resources.

Mrs Jones (not her real name) Mrs Jones contacted us about her son. He has behavioural problems and she was unhappy with the service received at a local trust. She complained that his psychological needs were not being met, resulting in her writing several letters of complaint to the trust. She was unhappy with their response and wanted advice on what she should do next.

Healthwatch Camden annual report 2015 -2016 12 The power of information

The Start Here …guide’ services to get the support that you need. It’s an online guide of the health and social care services available to Camden locals Checking Quality – This section start here logo and for those passing through. It’s to help enables you to review the opinions people to learn their rights, find a service of regulators, organisations, and find out about the choices available. commissioners and service users on See the video below to hear what people the standards of practice in Health and say about it. Social Care services. Finding services – This section gives you access to information about local and major national health and social care services, to help you to make the We’ve had great feedback right choice for you. about our Start here… Have your say – This section allows information guide, you to give feedback, and influence launched in 2015. what happens to improve and develop services with the support of organisations, charities and “I think this is fantastic…. it User Groups. provides a really easily accessible The guide is divided into five sections. way for people in Camden to find Your rights in services – This section out about the various services and Advocacy and support – This section is to help you understand what to organisations that are available to help them, whatever their area of is dedicated to help you to speak out on expect from services, and gives you concern.” – Nim Johnson. Health and Social Care, and gives you information, advice and guidance to access to legal advice and advocacy raise issues and make complaints. What we do in the community 13

We’re always out in the We want to be sure we reach people of all ages and from all parts of the community. community, meeting people For example, as part of our Bangladeshi and attending events. We’re Health Project we talked with 107 inclusive which means that Bangladeshi women including pensioners. we aim to represent the We also talked with 16 young people between the ages of 12 -16 years. views of everyone in our diverse community. We attended 34 community events and festivals over the year. We’ve had We’re here to help local people get the stalls at community festivals such as the best out of local health and social service Bangladeshi Mela where we gathered views providers. Our ambition is to help achieve from over 50 people. At Queen’s Crescent the best health and social care services that community festival we engaged with 60 are shaped by local needs and experiences. people; we also had a stall at Kentish Town festival, Haverstock School, and Centre 404 To achieve this we go out to local events to - where we spoke to people with learning give out information on what we do, and disabilities and their carers. As well as at get feedback from service users, including Kentish Town library, Swiss Cottage library those passing through. For example, in - where we talked to young people, and our ‘Your Voice Counts!’ campaign where University College London Hospitals (UCLH). we get people to tell us what they like and would like to see in local health and social We took part in events such as the launch care services. In 2015/6 we gathered 378 of Camden Disability Action and Camden’s comments about services as part of the Deaf Awareness Day. We’ve had over 40 campaign. meetings with different voluntary and community organisations.

Healthwatch Camden annual report 2015 -2016 14 Using feedback to set priorities

The feedback we gather People told us: What we hear when we seek out minority voices helps us choose priorities. helps us to decide what Mothers who had experienced post-natal “I feel very lonely and isolated, our priorities will be for depression talked about the support they I have no one to talk to”. the coming year. If lots of would like. We will explore this in our work people are concerned about this year on support for families in the Enabling older people to be involved in early stages of their child’s life. a particular issue - we make their community will be one of the things it a priority. we explore in our work on care services for older people. We have an established method for setting priorities. You can find out more on our website: healthwatchcamden.co.uk “I don’t go to the dentist, it is too expensive.” Over the year, people have raised a number of concerns, which will be explored more in our projects. We will be finding out more about people’s concerns on dentistry during our community outreach.

Our links with local people and community organisations help us to choose priorities. What we learn about local services helps us to decide how to work on our priorities. Hearing service users talk about changes to mental health day services helped us to develop our audio diary project. Working with volunteers 15

We value our volunteers, Over the summer we attend numerous local festivals and community days. Gordon is one they’re our lifeblood, they of our long standing and valued volunteers. help us with all our activities. He’s helped out at many of our stalls and is During 2015/16 we worked one of our Healthwatch Camden champions. with 45 volunteers. For example, we’ve benefited Gordon said: from volunteers helping us “I‘ve been volunteering for Healthwatch since it started three in updating our Start here… years ago. I usually volunteer at she helped us to develop and refine the microsite. Volunteers have events and festivals. I really enjoy assessment criteria for our Audit tool. She giving out information at our then helped to review the evidence we conducted research for us stalls and meeting local people. gathered and to agree the judgements and and conducted mystery Being a volunteer at Healthwatch recommendations in the Audit reports. Camden also means that I get to shopping exercises. voice my experiences of health Eli volunteered to help with our research Over 20 volunteers participated in the and social care services in and made an invaluable contribution to Camden. As a local resident this ‘Experiences of local people living with our project with The Highgate Day Centre. is important to me. I’d definitely She transcribed the audio diary entries HIV’ project. encourage others to volunteer!” submitted by the research participants. This 6 specially trained volunteers carried out Enter is painstaking work and is an essential step & View at University College Hospital NHS Michelle is a Camden resident with a strong before we can code the evidence for our Foundation Trust and The Royal Free Hospital interest and wide experience in service framework analysis. NHS Trust A&E departments to look at access user engagement in health and social care. for people who are deaf or hard of hearing. Michelle served in a voluntary capacity as We’re always looking for volunteers to a member of the Advisory Group for our help out at events. If you’re interested, do 12 volunteers contributed to our GP report Audit of Involvement. As part of the group contact us at healthwatchcamden.co.uk. in their capacity as patients and/or experts.

Healthwatch Camden annual report 2015 -2016 16 Working with local organisations to make a difference

Healthwatch Camden We know that maintaining good quality This year, Healthwatch Camden chaired works closely with other services requires well trained staff, so the meetings of the NCL patient and we’ve taken part in developing Camden’s public reference group on an integrated organisations, within and Community Education Provider Network Out of Hours and 111 service. The group beyond Camden. This offering a user perspective on the issues contributed to the service specification, includes consortiums like the staff need to think about. strengthening the sections on service responsiveness. Some members of Living Centre Partners, who We’ve kept in touch with the six NHS trusts the group also took part in the will run the Living Centre in Camden, meeting senior staff to share procurement panel. feedback and learn of their plans. We talked at the new Francis Crick to UCLH about increasing their contact with We’ve taken part in NCL-wide work on Institute. We’ll be delivering the local community and to the Royal Free urgent and emergency care. A priority in information services at the about their patient and public engagement this work is mental health. Living Centre. We’re excited strategy. We’ve talked to Camden & Islington NHS Trust about quality. We took about being part of such a part in two ward visits at the trust, finding Samantha Philpott, Matron, dynamic development. out about daily life on the ward. We urged Integration & Medicine Board, the trust to be as open as possible about UCLH said: “Thank you again their review of unexpected deaths and we’re for all of the data you kindly shared with us. This has proved pleased that they decided to publish it. extremely useful in informing More widely, we’ve been working with us where the gaps might be for local Healthwatch from neighbouring local people” authorities across the North Central London (NCL) area (which covers Barnet, Camden, Enfield, Haringey and Islington). We share representation between the five local Healthwatch, to maximise our impact. Making things happen 17

Supporting local voices Our reports make a difference. This year we made 27 recommendations to 40 makes a difference. When different providers and commissioners. local people alerted us to Our GP report variation report made a concerns about the future difference. It was discussed at several of the renowned Margaret patient participation group meetings. Pyke Centre (which One PPG member told us that their provides contraceptive GP had, “made changes to improve services) we arranged a uptake in relation to cervical meeting with the Chief smears and immunisation – having read the report and been Executive of CNWL, the We shared our concerns and worked with in touch with other practices..” trust that runs the Centre. the trust to make sure that local women got a proper chance to have their say about the future of the Centre. Our report on communication access needs made a difference. The learning The trust’s plans now include a guarantee disabilities clinical lead for the CCG wrote that a service dedicated to contraception to us to say that having read the draft and women’s sexual and reproductive report she would like to “highlight the health provision will remain available, and recommendations that are there and also that the expertise of the Centre will be make practices aware of the Accessible preserved. Local campaigners describe Information Standard which will be a these commitments as, “a testament to legal requirement soon”. We put her in what can be achieved when we make our touch with our research partners, the self- voices heard and when those with the advocacy group, SURGE, so she can work power to protect services listen”. with them on training for practice staff.

Healthwatch Camden annual report 2015 -2016 18 Making things happen

Our representatives make a difference. The Camden Clinical Commissioning Healthwatch Camden Chair, Connie Smith, Group and the Camden and Islington Claire Johnston, C&I Director of sits on the Camden Clinical Commissioning Foundation Trust (C&I) both agreed to Nursing and People had to say Group board (CCG). She also serves on a work with us to pilot our new audit tool about the Audit report: board committee overseeing the plans and we convened an advisory group of “The methodology and approach for shared care records (CIDR). Connie local people to help review the evidence and the findings are all of equal constantly checks that plans make sure and oversee the judgements. interest and it is so accessible. This is a very important report that information will be shared safely, for the trust.” securely and only with the service The findings for both the CCG and user’s consent. for C&I were that patient and public involvement work is taken seriously, Talking to the regulator makes a and the importance of user involvement difference. We share what people tell us is recognised, including at the senior with the Care Quality Commission (CQC). management level. But we were also able They use our feedback to help plan their to identify areas for development. inspections. This year we contributed to their review of integrated older people’s We’re pleased that recommendations services. from the audit have influenced the CCG’s communications strategy. Similarly, we’ve Measuring the difference had a constructive response from the To check how well local services are senior leadership at C&I where there’s enabling individuals and communities been a proactive attitude to making use of to have a say in health and social care in the audit findings and sharing these across Camden, we developed our own audit the Trust among staff and users, including tool. The Healthwatch Camden Audit of presentations at the Council of Governors Involvement uses nine indicators to assess and the Quality Committee. user involvement activities. About Us – Our plans 19

Last year we said we would work on access This year, we plan to: Collaborate with local Healthwatch to services for people with communication in neighbouring boroughs, so that Find out more about people’s support needs, on GP services, on how local people get a voice in work that is experience of local dentistry services changes in services are affecting people planned across borough boundaries and on mental health services in the Talk to parents about the support they borough. In this report we’ve described We’ll also follow up our work on get in the early stages of their child’s how we’ve done these things and more. communication access at GP surgeries, life We also said we’d look at residential care checking how well they’ve been services for older people, we decided to Talk to young people about wellbeing implementing the information standards. delay that work until 2016. in their community Other new work in 2017 will depend on what you – people in Camden – tell us is Build our links with volunteer activists important. So we’ll be asking people when in patient groups and community we meet them. groups Our strategic plan gives more details of Find out how well Camden’s care our work. homes for older people are involving their residents

Develop our Audit of Involvement - offering it to provider organisations

Continue to seek feedback on your views and experience of local services and to make sure that providers and commissioners take notice of what you say

Healthwatch Camden annual report 2015 -2016 20 Who we are

Healthwatch Camden’s board decide our Staff members Board of directors strategic direction and priorities. They’re local people and most have lived or grown Frances Hasler up in Camden. Connie Smith Director We’re keen for our board to represent the diverse community that we live in, so we’re always looking for board members to reflect this. Last year we welcomed Saloni Elisa Alvares Carl Mills Thakhar to our board. Business Co-ordinator

Saloni says: “As an independent organisation Alison Lowton Healthwatch Camden is well Lindi Maqhubela placed to voice the concerns of Communications Manager local people in terms of health and social care provision. Since Pam Hibbs joining the board, I’ve met and talked to lots of people in the local community. I feel that with our Shelly Khan Community Engagement Bangladeshi and mental health and Volunteer Manager project we’re reaching out to the Claire Barry people who are often not heard. We’re working side-by-side to get the issues they feel are a priority heard by health and social care Anna Wright Saloni Thakrar providers and commissioners.” Policy Lead and Deputy Director How we have used our resources 21

Income Balance

This year our main Our year-end balance is a income was a core £244,559 .... Camden core grant total of £78,923 grant from the London Borough of Camden. Total income £20,000 ...... Camden other The greater share of this Our total income was £266,459 £1,900 ...... Consultancy sum is our reserve fund. £266,459. The Trustees decided to create a reserve, equivalent to three months’ essential operating costs (£55,000). This policy will be kept under review. The remainder of our balance (£23,923) represents funds Expenditure £181,868 .... Staff carried forward from Our main expense £24,547 ...... Office 2015/16. These funds are was staff costs. £7,582 ...... Finance & legal earmarked for projects Our total expense which will be completed was £255,700. Total expense ...... Communication £14,332 in 2016. £255,700 £12,477 ...... Meetings & events £10,039 ...... Research £4,855 ...... Other

Please note: all the figures reported here are unaudited. For an audited account of our finances, please see our annual trustees’ report to the Charity Commission, which will be published in the autumn. Healthwatch Camden annual report 2015 -2016 22 Other information

The Healthwatch Camden logo is a registered trademark and is protected under trademark law. Healthwatch Camden use the logo in accordance with trademark license agreement and no contractors have used the trademark this year.

On the move

We’re moving offices in 2016. We’re grateful for all the support we’ve received from Voluntary Action Camden (VAC) since we started, but the lease is coming to an end. We aim to remain rooted in our local voluntary and community sector, wherever we’re based.

How we will share this report

We will publish this report on our website as well as print copies. We’ll also publish an Easy Read version. We’ll let people know about the report in our regular weekly information e-bulletin, in our quarterly printed newsletter, via a press release and via the VAC weekly bulletin. We will also take copies of the report to events that we attend. As with everything we do, we’ll also promote this on Twitter and on our Facebook page. References 23

Page 5. Our reports Page 9. Camden’s Health and Wellbeing Board www.healthwatchcamden.co.uk/about/publications www.camdenccg.nhs.uk/health-and-wellbeing-board.html Page 6. GP practices in Camden: a study of variation 2015 Page 10. Our mental health work video www.healthwatchcamden.co.uk/sites/default/files/gp_report_-_final_ www.youtube.com/watch?v=Al5VWXvZCSI december_2015_distributed.pdf Page 12. How we work with PPGs video Page 7. Communications Access support video www.youtube.com/watch?v=5BDARiSo98Q www.youtube.com/watch?v=PZypu8rMBgY Page 16. Francis Crick Institute Page 7. Access to GP services for people with communication support www.crick.ac.uk needs: experiences of local people Page 16. Camden’s Community Education Provider network www.healthwatchcamden.co.uk/sites/default/files/finalaccess_to_gp_ www.camdencepn.org/about services_for_people_with_communication_support_needs_-_final_for_ publication_may_2016.pdf Page 17. Our reports make a difference www.healthwatchcamden.co.uk/about/publications Page 8. Access to GP services in Camden: the experience of BME communities Page 19. Our strategic plan www.healthwatchcamden.co.uk/sites/default/files/final_bangladeshi_ www.healthwatchcamden.co.uk/sites/default/files/260115_strategic_ gp_report_0.pdf plan_update.pdf Page 8. Video Healthwatch Camden GP report Page 22. Our website www.youtube.com/watch?v=WVT0K--wQbY www.healthwatchcamden.co.uk Page 9. Video Healthwatch Camden Bangladeshi Project Page 22. Twitter www.youtube.com/watch?v=_aM4fyhEwiY www.twitter.com/healthwatchcam Page 9. Camden’s Health and Adult Social Care Scrutiny Panel Page 22. Facebook http://cindex.camden.gov.uk/kb5/camden/cd/service.page?id=5PvwQb www.facebook.com/pages/Healthwatch-Camden/289215724545476?re 882z4&communitychannel=3-9-2 f=ts&fref=ts Page 9. Our report www.healthwatchcamden.co.uk/sites/default/files/disability_access_ project_rfh_report_.pdf

Healthwatch Camden annual report 2015 -2016 Annual Report 2015 -2016

Healthwatch Camden thanks all the people who contributed to this report, and who have supported us this year.

© Healthwatch Camden is Contact us grant funded by the London Borough of Camden 2nd floor 293-299 Kentish Town Road NW5 2TJ 020 7284 6586 Healthwatch Camden [email protected] is a registered charity, www.healthwatchcamden.co.uk number 1152552 Twitter: healthwatchcam Facebook: Healthwatch Camden Youtube: Healthwatchcamden

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