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Are you struggling to access health services this winter?

With the NHS under extra pressure this winter, we need to hear your experiences of care to help services understand what is working and spot issues affecting support for you and your loved ones.

The NHS is facing added pressures this winter. This means that it can be more challenging for people to receive the care they need.

Feedback from the public can play a vital role in helping health and social care services understand what is working and spot issues affecting the care of local people.

This is why we have launched a campaign to get more people to share their experiences of care this winter.

If you or a loved one have used GPs, hospitals, pharmacies, care homes or other support services this winter, we want to hear about your experience.

Every experience matters

Have you faced challenges or delays accessing health and care services this winter? If you have, we want to know how this has affected your health and wellbeing.

Have you found accessing NHS services easy? Are there any aspects of the care you got that you really valued?

Your positive or negative feedback can help services hear what is working and spot issues affecting care for you and your loved ones.

Have your say

Please share your experience and help us make NHS decision-makers aware of what needs to change to improve access to care.

We’re completely independent and impartial, and anything you say is confidential.

Share your story

You can also provide feedback on care by giving us a call on: 03332 408 468

Care home visit

Care home visits: public forum

At our previous forums we have heard how visiting restrictions in care homes have affected people living there and their relatives. We have also heard about other ways people have been keeping in touch during Covid-19 and experiences of the changes to allow one or two designated visitors for in-person visits. We have also heard from representatives at Public Health and Northumberland County Council on the visiting guidance for care homes.

At our next forum on Friday 4 June at 10.30am we’d like to hear about your experiences now we are two months into the changes in visiting policy. We would also like to hear your feedback on preparing for you and your loved ones to have visits outside of the care home.

We will also be sharing the results of our recent online surveys for care home staff and relatives/friends of those living in care homes and looking at the next steps for this feedback moving forward.

If you would like to register for the event please contact Helen Brown at: helenb@healthwatchnorthumberland.co.uk or call us on 03332 408468.

If you cannot come along but have a question you would like an answer to, send it to us and we will ask it for you.

More on care home visiting guidance

Care homes – keeping in touch with loved ones

Care home lockdown: how are you keeping in touch with your loved one?

As we enter a further period where visiting relatives in care homes is restricted, we want to hear how this is affecting you and your loved ones. What information have you had about keeping in touch and maintaining communications about care and wellbeing?

We are particularly keen to hear if you managed to be tested and have an ‘in person’ visit during December.

We would like to know your experience of:

  • Using video calls (FaceTime, Zoom etc.) or telephone calls – does the home support these? How many times a week and how long? Does a member of staff help your loved one with the call?
  • Socially distanced visits – does the home support ‘window’ visits.  How many times a week and how for long?
  • How does the home keep you informed about how your loved one is getting on (apart from necessary issues about their care or health), for example, manager updates, photographs, videos
  • Does the home have a programme of group and one-to-one activities? Has your loved one taken part?
  • Has the home asked you what, within the current restrictions, would make this time easier?
  • What, within the current restrictions, would make it better for you and your love one?
  • When restrictions are eventually eased (not totally lifted) what would help you and your loved one?

You can tell us your experiences at one of the ways here on our contact page, text us on 07413 385275 to make an appointment to speak to one of our team, or come along to our public online forum around these issues on Wednesday 27 January, 1.00pm – 2.00pm.

If you would like to take part in the forum please contact Laura Haugh: laurah@healthwatchnorthumberland.co.uk, or call 03332 408468.

Care homes – keeping in touch with loved ones

Care home lockdown: how are you keeping in touch with your loved one?

People are telling us they are worried about care homes continuing to be closed to nearly all visits.

They understand it is safer for residents and staff and the extra efforts made to maintain the quality of life in the homes, but after six months, people say they can see the effect on their loved ones, and their own, health and wellbeing.

It seems the situation may go on for some time yet.

Sharing good practice could help make this difficult time a bit better. If your relative, loved one or friend lives in a care home we would like to know what is being done to keep you in touch day to day and on special occasions like birthdays.

We would like to know your experience of:

  • Using video calls (FaceTime, Zoom etc.) or telephone calls – does the home support these? How many times a week and how long? Does a member of staff help your loved one with the call?
  • Socially distanced visits – does the home support ‘window’ visits.  How many times a week and how for long?
  • How does the home keep you informed about how your loved one is getting on (apart from necessary issues about their care or health), for example, manager updates, photographs, videos
  • Does the home have a programme of group and one-to-one activities? Has your loved one taken part?
  • Has the home asked you what, within the current restrictions, would make this time easier?
  • What, within the current restrictions, would make it better for you and your love one?
  • When restrictions are eventually eased (not totally lifted) what would help you and your loved one?

You can tell us your experiences at one of the ways here on our contact page, text us  on 07413 385275 to make an appointment to speak to one of our team, or come along to our public online forum  around these issues on Wednesday 11 November 2020, 2.00pm – 3.00pm.

 

Annual Survey 2020 Report

Every year we run a survey asking about your NHS, health and care experiences from the previous year. By telling us about the care you received and what’s important to you, you help us set our work for the coming year so that we can be more effective on your behalf. This year we had 814 respondents to our annual survey. We conducted 31 events and heard from people face to face, online, and by post.

How satisfied were people with health and social care services?

Health care

Most people (75%) were satisfied with the health services they had used in the last year and most felt that the quality of health services had stayed the same (54%).

Social care

Most respondents had not used social care services in the last 12 months (75%). 15% of respondents were satisfied with social care services, and 12% of respondents thought social care services had stayed the same.

Access to services vs quality of care

73% of respondents were satisfied with the quality of care they had received, with 9% saying they were dissatisfied. Just over a quarter of respondents found it difficult to access services (26%), with 49% reporting they had found it easy to access services.

Read the report below.

Healthwatch Northumberland Annual Survey 2020 Report

Join us! Engagement Officer vacancy

We’re looking for an Engagement Officer to join the Healthwatch Northumberland team.

  • £23,685 (pro rata £19,204)
  • Part time – 30 hours a week
  • Permanent dependent on funding
  • Closing date midnight 29 September 2020
  • Based in Hexham with travel across Northumberland (note all staff currently working from home but under review in line with pandemic guidelines)

This is a vital time for health and social care services. By joining Healthwatch Northumberland now you will use your skills and experience to develop new ways to ensure that voice continues to be heard during and beyond the COVID19 pandemic.

The full job description, application form and other relevant information can be found below. If you would like an informal discussion about the role and Healthwatch Northumberland, contact Derry Nugent, Project Coordinator: derryn@healthwatchnorthumberland.co.uk

Interviews will be on Monday 12 October 2020 by Zoom.

Job Description and Person Specification

Healthwatch Northumberland Strategic Plan

Healthwatch Northumberland Staffing Structure

Application Form

This vacancy is now closed.

NHS asks ‘do your bit’

Don’t just turn up to A&E – think pharmacy, 111 and GP first

Public asked to #doyourbit to protect the NHS by keeping A&E free for serious emergencies.

Health leaders across Northumberland, North Tyneside, Newcastle and Gateshead are asking people to do their bit by thinking pharmacy, GP and 111 first, and not just to turn up to A&E.

The plea is the first part of a new ‘do your bit’ campaign aimed at raising awareness of the first routes people should take for urgent medical advice and treatment, following the disruption caused by Covid19.

Health chiefs say that due to social distancing and infection precautions, the space available in A&E to care for people and allow NHS staff to work safely has been reduced by 30-50 per cent. Action is needed now to protect patients and staff alike from now and into the future.

Bas Sen, a Consultant in Emergency Medicine, Royal Victoria Infirmary in Newcastle and Regional Clinical Advisor for the North East and Yorkshire said: “We want to make it easier and safer for patients to get the right advice or treatment when they urgently need it. We are now putting in place measures to support and guide the public to make the right healthcare choices. This will help ensure their safety, as well as making sure they get the right treatment in the most appropriate place.

“Specifically, if their need is not life threatening, we would advise patients to contact their local pharmacy, their GP or 111 online in the first instance.

“Advice will be provided based on individual issues and solutions will range from self-care through to an appointment with a GP, or being directed to go to a pharmacist or Urgent Treatment Centre.

“Those that do turn up to either an A&E department or an Urgent Treatment Centre, will be assessed clinically by a member of our team and if suitable, will be re-directed to a more appropriate service for their needs.”

The campaign is supporting a pilot scheme which commenced on 3 August by the NHS in the North Integrated Partnership (ICP) area (which covers Gateshead, Newcastle, North Tyneside and Northumberland) before being rolled out across the region in September 2020.

Bas continued: “Too many people who come to A&E can be dealt with quicker by an alternative service such as their pharmacist, GP or 111. In light of COVID-19, and with winter ahead, it is more important than ever that we don’t have large volumes of people in our surgeries, clinics and hospitals when they could have been cared for elsewhere.”

“Because of the need to socially distance our hospitals have reduced space in waiting rooms and with around 50-70 per cent of attendances at A&E made up of patients who walk-in we must keep people safe – especially our most vulnerable and shielded patients.

“By thinking of alternative services such as pharmacist, GP and 111 first people can do their bit to help stop the spread of Coronavirus, keep people safe and keep A&E for real emergencies. At the same time this also means they will get the right treatment in a timely manner, in the most appropriate place for them too.

“So please don’t turn up or walk in to A&E or urgent care services without seeking advice from either a 111, GP or pharmacist, first – unless your condition is life threatening.

“Please remember that NHS 111 can make direct appointments at surgeries, pharmacies and urgent treatment centres. They can also send an ambulance should your condition be serious or life-threatening.”

In addition, we are asking people to act responsibly and consider carefully the impact drug use and alcohol has on people behaviours which can increase demands within A&E departments.

Clinical lead for the North East and North Cumbria Integrated Care System, Professor Chris Gray, said: “The support for the NHS has been amazing over recent months and as winter approaches we will be asking people to keep this up and do their bit to protect the NHS and each other. I would also like to take this opportunity to thank all our health and care staff across the North East and North Cumbria. The last few months have been difficult and their commitment to delivering excellent quality care has never waived.”

Virtual NHS consultations

recent survey for the British Medical Association showed that 95% of GPs are now offering remote consultations and 88% want to see greater use of them continue in the future.

Whilst people previously told us that they welcome the idea of the NHS making better use of new technology to help make care more convenient, people’s experiences of telephone, video, and email consultations to date have been more mixed.

For some, they are working well, and many previously sceptical individuals have been converted following a positive experience. For others, these types of appointments have introduced new barriers to care.

So how can we make sure that this revolution in the way care is delivered works for everyone?

What makes a virtual appointment good?

Last week Healthwatch England published the findings of some rapid research conducted in partnership with Traverse and National Voices. Involving people who have had a virtual consultation during the pandemic, this report provides useful insights for NHS services and individual clinicians.

Key findings and recommendations

Arranging a virtual consultation:

  • Feeling safe and comfortable – It’s important for people to feel safe, comfortable and that they have a confidential space in which to talk about their medical concerns. Most of those we spoke to hadn’t received any information in advance about how the appointment would work or what they could do to help. It would be useful for patients to be alerted to this fact beforehand so that they can prepare for their appointment.
  • Making the benefits known – Secondly, to realise the benefits of people not having to travel to appointments, patients need a reasonable time window for their appointment. Where people are not given this, it leads to increased frustration, with missed calls or unexpected delays creating anxiety.
  • Getting the format right
    Most of those we spoke to had telephone consultations, but a significant number felt that video would have been better.

We heard examples where people’s level of digital literacy had not been assessed before the appointment. There were also examples discussed where people felt remote consultations would never be appropriate, such as delivering bad news following a diagnosis.

During the appointment itself

Giving people the time they need

Whichever form of remote consultation is used, people were clear that it must not mean a compromise on the quality of the interaction. Appointments must not feel rushed, patients need to feel listened to and clinicians must have all the information they need to hand.

“I didn’t know what to expect. The physio created space to ask about how I was doing. I felt heard and was able to ask questions. It was refreshing. A normal physio session would be in a crowded room, five minutes instructions, you practice the movement, they pop back after seeing other people and ask you how you are getting on, it’s rushed. I see about 15-20 health professionals a year and this is the most person-centred session I have had.”

– Maria, physiotherapy patient.

Test, learn and improve

Seek feedback

As with any significant change it is important to seek feedback and to learn from what works and what needs improvement. Yet most participants in our research reported that they weren’t asked for feedback about their remote consultation experience.When we asked them for suggestions, they identified many ways in which remote consultations could be made better. For example, enabling sessions to be recorded and played back later so people can confirm they have understood, or introducing closed captioning to help those with hearing loss.

Overall, one of the biggest learning points was around quality. While some people in the health and care system may see remote consultations as a way of delivering care more efficiently, it is clear that any impact on quality will likely see a significant drop-off in people willing to access care in this way.

Getting the most out of the virtual health and care experience

Our Strategic Plan for 2020-2022

The plan below sets out our plans for the next three years, as identified by the Healthwatch Northumberland Board.

We have three strategic aims which are the themes for our work over the lifetime of the strategy. Our work each year will be identified as meeting one or more of the aims.

Health: with the help of Healthwatch Northumberland, the views, knowledge and experiences of health service users and carers are listened to and influence changes and developments in health service in Northumberland.

Social Care: With the help of Healthwatch Northumberland, the views, knowledge and experiences of service users and carers are listened to and influence changes and developments in social care services in Northumberland.

Communication and Engagement: the people, service providers, commissioners and key stakeholders in Northumberland know, trust and are involved with Healthwatch Northumberland.

 

Read our Strategic Plan for 2020-2022

Quarterly Report October – December 2019

Introduction

As a listening organisation working across Northumberland, Healthwatch Northumberland wants to hear what people like about health and social care services and what can be improved. We act on what people are saying, sharing their views with those who have the power to make change happen. We also help people find the information they need about services in their area and record this as ‘signposting’.

We receive feedback from people living in Northumberland about their experiences throughout the year. This report shares a summary of the feedback collected from October to December 2019.  The next report will cover January – March 2020.

 

This quarter we received feedback and enquiries from:

  • Telephone calls, emails and social media (31%)
  • Postal surveys and feedback forms (12%)
  • Talking to people at local engagement events (27%)
  • Through a meeting (27%)
  • Through a third party (4%)

Areas of Focus

We are open to all feedback about health and social care services. Responses to our Annual Survey helped us to identify three specific Areas of Focus which we are prioritising in 2019/20:

  1. General Practitioner Services (GP Services)
  2. Mental Health Services, including dementia care
  3. Access to Services

Aims

The report aims to increase understanding of:

  • Who Healthwatch Northumberland is hearing from
  • What people are saying
    • The general sentiment of comments
  • What people are experiencing
    • What is working well?
    • Where there are areas for improvement?

Feedback

Between October and December 2019, we received 26 pieces of feedback through talking to people at local engagement events, telephone calls, emails, our website, surveys and feedback forms and other sources. Alongside this, we signposted 17 people to services. Altogether we had 39 different recordable interactions this quarter.

This report explores who Healthwatch Northumberland is hearing from across the county, presenting a summary demographic information of those who got in touch. Demographic information includes location, gender, age, and whether the respondent is sharing their own health and social care experience or speaking on behalf of a friend or relative.

We also look at whether the feedback is negative or positive, with specific reference to the service type (e.g. primary care, secondary care, mental health, social care), as well as whether the feedback relates specifically to quality of care or access to services.

Read the Quarterly Report for October to December 2019

Events

Care Homes – keeping in touch with loved ones

People are telling us they are worried about care homes continuing to be closed to nearly all visits.

They understand it is safer for residents and staff and the extra efforts made to maintain the quality of life in the homes.   But after 6 months, people say they can see the effect on their loved ones, and their own, health and wellbeing.

It seems the situation may go on for some time yet.

Sharing good practice could help make this difficult time a bit better.   If your relative, loved one or friend lives in a care home we would like to know what is being done to keep you in touch day to day and on special occasions like birthdays.

We would like to know your experience of:

  • Using video calls (FaceTime, Zoom etc) or telephone calls. Does the home support these?  How many times a week and how long?  Does a member of staff help your loved one with the call?
  • Socially distanced visits. Does the home support ‘window’ visits.  How many times a week and how long?
  • How does the home keep you informed about how your loved one is getting on (apart from necessary issues about their care or health). Eg manager updates, photographs, videos
  • Does the home have a programme of group and 1 to 1 activities? Has your loved one taken part?
  • Has the home asked you what, within the current restrictions, would make this time easier?
  • What, within the current restrictions, would make it better for you and your love one?
  • When restrictions are eventually eased (not totally lifted) what would help you and your loved one?

The forums will take place via Zoom. Read our guide on how to use Zoom.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

If you can’t make the forum and would like to tell us your story, or would rather speak to one of our team in confidence please get in touch.

 

Children and Young People’s Services

Are you a voluntary or community organisation working with young people? If so, we’d like you to join us for an open discussion on children and young peoples services, particularly around mental health services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

Find out more about our other online forums

 

Cancer services: Join our online forum

If you, or someone close to you, have used cancer services in the last 12 months, we’d love to hear about your experiences at our online forum.

Lead Cancer Nurse, Amanda, from Northumbria Healthcare, and Jo from the Northern Cancer Alliance will be there to answer your questions.

You can join us as a cancer patient or carer or as someone who works with people using cancer services, or just if you have an interest in local services and support.

For those who aren’t able or would rather not attend, questions for Amanda, Jo, or Healthwatch Northumberland can be sent via text to: 07413 385275 anytime before 12 August.

The forums will take place via Zoom. Read our guide on how to use Zoom.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

Find out more about our other online forums

 

Laburnum Surgery closure – online forum

NHS Northumberland Clinical Commissioning Group (CCG) has made the decision to close Laburnum GP Surgery in Ashington.

The CCG’s primary care commissioning committee made the decision, last week, to end the contract of Laburnum Medical Group following inspections carried out by the Care Quality Commission (CQC) and ongoing investigations carried out by the CCG, which identified issues with the quality of care provided.

The practice, which provides healthcare for 2400 patients from Ashington and the surrounding areas, including Wansbeck, Morpeth, Newbiggin and Bedlington, will close by the end of July.

Patients at the practice have been written to and allocated another GP at a nearby surgery.

We are holding an online forum for patients to discuss any concerns they have about the closure of the surgery and their ongoing healthcare.

To register please email: laurak@healthwatchnorthumberland.co.uk or call: 03332 408468.

The forums will take place via Zoom. Read our guide on how to use Zoom. If you would like help setting up Zoom on your device please ask.

 

Read more about the closure of Laburnum Surgery

Find out more about our other online forums

 

Share your experiences – join our online forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

Whilst some of our forums are on specific issues and services, this one is a chance to tell us about any health or social care service you’ve used in the last 12 months. That could be hospitals, GPs, care homes, NHS 111, mental health services, maternity services or dentists and pharmacies.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

Find out more about our other online forums

 

online events

Mental Health services: Join our online forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

The subject of this online forum is mental health services, so if you’d like to share your experiences of services in the last 12 months, or those of someone close to you, please join us.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

Find out more about our other online forums

 

online events

Unpaid Carers and Mental Health Online Forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

The subject of this online forum is unpaid carers and mental health services, so if you’d like to share your experiences of services in the last 12 months, or those of someone close to you, please join us.

If you would like to take part please contact Laura Kane, laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

 

Find out about our other online forums

 

online events

Maternity services: Join our online forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

The subject of this online forum is maternity services, so if you’d like to share your experiences of services in the last 12 months, or those of someone close to you, please join us.

If you would like to take part please contact Lesley Tweddell, lesleyt@healthwatchnorthumberland.co.uk, or 07803 427 466.

 

Find out about our other online forums

 

online events

SEND: Join our online forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

The subject of this online forum is special educational needs and disabilities, so if you’d like to share your experiences of services in the last 12 months, or those of someone close to you, please join us.

If you would like to take part please contact Laura Kane: laurak@healthwatchnorthumberland.co.uk, or call 03332 408468.

 

Find out about our other online forums

 

online events

Mental Health services: Join our online forum

As we will be unable to get out and about across the county to meet with and listen to people for a while, we’re holding some public online forums, and we’d like you to join us. If you are unable to take part but would like to tell us about your experiences of these services, Caroline and Lesley will be available by phone, text and email each Wednesday between 3.00pm and 4.00pm to listen, answer any questions and help with providing information about services.

The forums will take place via Zoom. Read our guide on how to use Zoom.

The subject of this online forum is mental health services, so if you’d like to share your experiences of services in the last 12 months, or those of someone close to you, please join us.

If you would like to take part please contact Lesley Tweddell, lesleyt@healthwatchnorthumberland.co.uk, or 07803 427 466.

 

Other online forums:

Wednesday 20 May 2.00pm – 3.00pm: Dementia Services.

Wednesday 27 May 2.00 – 3.00pm: Adult Social Services (to include support to live independently, care homes, learning disability services).