Better Care Together Engagement Report January 2020 If you would like this report translated into another language or alternative format such as large print, Braille or audio, please contact us using the details in section 9. Contents 1. Executive Summary ................................................................................................................................. 3 2. Why did we want to talk to people? ........................................................................................................ 4 3. How did we inform people? ..................................................................................................................... 5 4. How did we involve people? .................................................................................................................... 6 5. What did people tell us about their views and experiences of urgent care? ....................................... 7 5.1 Engagement workshops / deliberative events ................................................................................ 7 5.2 Meetings .......................................................................................................................................... 18 5.3 Survey............................................................................................................................................... 20 5.4 Emails to the CCG ............................................................................................................................ 31 5.5 Postcards ......................................................................................................................................... 32 5.6 Letters .............................................................................................................................................. 32 5.7 Petitions ........................................................................................................................................... 32 6. How many people did we reach and engage with? ............................................................................. 34 7. What were the main findings? .............................................................................................................. 35 8. Review of engagement by the Stakeholder Reference Group ............................................................ 36 9. Contact details ....................................................................................................................................... 37 10. Appendix 1 – Case for Change document distribution with posters and flyers.............................. 38 11. Appendix 2 - Demographic information for those completing the survey ....................................... 42 2 1. Executive Summary At the start of 2019, NHS Guildford and Waverley Clinical Commissioning Group commenced a programme of work focussed on developing robust urgent care provision that meets the needs of the population it serves. This work would need to consider the guidance issued by NHS England in 2017 on Urgent Treatment Centres but this was not the sole focus for the programme. It is essential for those planning health care to involve patients and the public. That’s why we embarked on a programme of engagement in September 2019 to find out people’s views regarding urgent care in Guildford and Waverley. Just over 12,400 separate encounters occurred as a result of this engagement, although we recognise that individuals will have engaged using multiple channels. I am pleased to present this report of the views and feedback received. It is good to hear such a wide range of views from a wide variety of stakeholders across Guildford and Waverley. The future provision of urgent care that robustly meets the needs of our population is a priority for Guildford and Waverley Integrated Care Partnership (ICP). We know that there is variation in provision and we now understand more about what is important to those living in our area who took part in this engagement. We are using this feedback to inform the development of our Urgent Care Strategy. A longer-term strategy is essential for Guildford and Waverley ICP to ensure we work together and consider how best to meet the urgent care needs of our citizens. We plan to publish this strategy at the start of 2020. A large part of the engagement feedback focussed on Urgent Treatment Centre(s). The CCG will continue to work through options over the coming months that relate to this. As stated throughout the engagement period, the CCG will carry out a formal public consultation should any proposed options indicate that a substantial service change would result if implemented. Thank you to everyone who took part in our Better Care Together engagement. We welcome all comments and views regarding the services we commission, design, plan and fund. You will find our contact details on page 37. Dr Sian Jones Clinical Chair 3 2. Why did we want to talk to people? In July 2019, NHS Guildford and Waverley Clinical Commissioning Group (CCG) published a document and an accompanying video that described why we wanted to talk to people about urgent care provision across the Guildford and Waverley geography that the CCG covers. The ‘Better Care Together Case for Change’ described the various local and national factors that meant we needed to review how urgent care is provided and, importantly, what people’s experiences are of our current urgent care system. We wanted to talk to our local population about why our current services need to change and gain their views and feedback on current and potential future urgent care services. There are many ways to define urgent care, but it is usually understood as medical care that is provided for illnesses and injuries that require prompt attention but are not serious enough to require an emergency service. The current urgent care system in Guildford and Waverley is made up of a number of largely separate services, including (in alphabetical order): • An A&E service at Royal Surrey County Hospital • Community Pharmacists • CYP Haven Guildford • GP Out of Hours which is accessed by calling NHS 111 and includes some home visiting services • GP practices providing pre-booked and same day appointments • A Minor Injuries Unit at Haslemere Hospital • NHS 111 • Safe Haven Guildford We want to be able to provide a consistent offer of urgent care services in Guildford and Waverley for all our population. We want patients to be able to easily understand how to access the service they need. We want them to be able to access these services when they need them, and we want the services they receive to be of high quality. Engagement on the Case for Change, which describes the various factors affecting the need to review urgent care provision, began on 24 July 2019 and ended on 29 September 2019. This report describes how we sought to engage with a broad range of people living in different parts of the Guildford and Waverley area to ensure we gained a balance of views that would inform our next steps. Importantly, it describes the themes arising from the huge range of feedback received by the CCG through emails, postcards, letters, workshops and face-to-face meetings. 4 3. How did we inform people? Local print media 18th June 2019 - media statement 24th July 2019 - press release Case for Change 2,500 booklets printed and distributed plus posters and flyers Easy Read version published on the CCG website and publicised with key partners Video produced & published on CCG website explaining the Case for Change with British Sign Language and subtitle options included. CCG website and social media Dedicated webpage created with key documents; video explaining the case for change; dates and venues for engagement events; link to online survey and contact details for sharing of views. Posts created and shared from CCG's Facebook and Twitter accounts Email Information shared via email with over 200 individual key stakeholders including councillors, voluntary sector leads, charities, health and care leads, schools and colleges and community groups All information regarding the Better Care Together programme was published on a dedicated webpage on the CCG’s website and updated with information throughout the engagement period. Summary details of the organisations informed by the CCG can be found in Appendix 1. 5 4. How did we involve people? Stakeholder Reference Group 20 members representing different communities and interests reviewed, amended and endorsed all materials and plans relating to the Case for Change engagement Monthly meetings Engagement workshops Held in Godalming, Cranleigh, Guildford centre, Stoughton, Haslemere and Liphook. Two daytime and four evening events over three weeks (two events per week). Presentation followed by table top disussions and questions and answers session. Special interest groups Discussed case for change at various forums including Hard of Hearing Forum, Older People's Network, Disability Empowerment Network, Patient Participation Group, Patient & Public Engagement Group, Cranleigh Parish Countil and Waverley Council committee. Online survey 8 questions regarding urgent care asking about previous and current use of urgent care services and what people felt should be prioritised Closed questions and free text options Link on website and shared through Citizen's Panel (Guildford and Waverley residents only) Contact Us Dedicated email address FREEPOST address for letters Postcards (FREEPOST) distributed