What you told us – July to September 2020

What you told us – July to September 2020

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As a listening organisation working across Northumberland, Healthwatch Northumberland is interested in what people think is working well in 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’.

People who use health and social care services tell us about their experiences throughout the year. This report shares a summary of the feedback collected from July to September 2020. During this period we have continued to work in different ways due to the continuation of the Covid-19 pandemic. The next report will cover October – December 2020.

This quarter we received feedback and enquiries from:

  • Telephone calls, emails and social media (87%)
  • Talking to people at online engagement events (7%)
  • Through a third party (7%)

Covid-19 has meant changes have been made to health and social care services. Patients and carers’ experiences and signposting requirements are likely to have been different during this time.  For this reason we have also chosen to focus on any feedback we receive which is related to Covid-19 and these changes.

Between July and September 2020, we received feedback from 27 individuals from talking to people at online engagement events, telephone calls, emails, our website, surveys, and other sources. We signposted 15 of these people to services, and provided information or advice to five people. In total we were in contact with 29 people who gave us feedback or were signposted.

Read the Feedback Report for July to September 2020

Watch our online AGM and Review of the Year

Watch our online AGM and Review of the Year

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Thanks to everyone who came along to our online AGM last week. We hope you enjoyed hearing about our work over the last 12 months, and also from our guests from Northumbria Healthcare NHS Foundation Trust, who spoke about accessing healthcare via digital means, assuring quality of consultations, and what the future holds.

The event can be viewed below. There is still time to ask a question – about our work, about digital access to services, or anything to do with local NHS and social care services. Get your questions to us by 30 October; we will publish all questions and answers here in the next few weeks.

 

Healthwatch Northumberland AGM and Review of the Year 2020

 

Hospital discharge during COVID-19

Hospital discharge during COVID-19

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A new report from Healthwatch England and the British Red Cross looks at how well the new hospital discharge policy is working for patients, carers and healthcare professionals.

In March 2020, the Government introduced a new hospital discharge policy to help the NHS free up beds by getting people out of hospital quickly. This meant anyone who may need out-of-hospital support to help them recover would now have their needs assessed after being discharged, rather than in hospital.

The report shows significant numbers of people are not receiving follow-up support after being discharged from hospital under new policy, leading to unmet needs. Read a summary of the report below.

What did people tell us?

Overall patients and families were very positive about healthcare staff, praising their efforts during such a difficult time.

However, while the speed at which people were discharged from hospital was important, it often led to a lack of support for some patients leaving hospital.

Key findings

  • 82% of respondents did not receive a follow-up visit and assessment at home and almost one in five of these reported an unmet care need.
  • Some people felt their discharge was rushed, with around one in five (19%) feeling unprepared to leave hospital.
  • Over a third (35%) of people were not given a contact who they could get in touch with for further advice after discharge, despite this being part of the guidance.
  • Overall patients and families were very positive about healthcare staff, praising their efforts during such a difficult time.
  • Around a third (30%) of people faced an issue with delayed COVID-19 test results, potentially putting family and carers at risk, or in a care home, other residents and staff.

What are we calling for?

To improve hospital discharge for patients, their carers and healthcare professionals, ahead of winter and a second wave of COVID-19 admissions, we’re calling on the health and care sector to:

  • Roll out post-discharge check-ins by phone or in person
  • Develop a discharge checklist, including questions about transport and equipment needs
  • Improve communication by assigning a single point of contact for patients and carers
  • Link patients to voluntary sector partners or community pharmacists to deliver medicine and avoid delays.
  • Boost community care capacity and recognise the value of voluntary care sector in hospital discharge.

Read 590 people’s stories of leaving hospital during COVID-19 

 

Mental health summary report

Mental health summary report

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In our Annual Survey 2020, mental health services was the second most chosen area where people thought we should focus our attention in the coming year. Mental health services had a high dissatisfaction rating – of those that use them 79 people said they were dissatisfied with mental health services (54%) – this was the only time more people said they were dissatisfied with a service than said they were satisfied with it. Respondents told us about a wide range of issues they had with mental health services.

People felt there could be more local mental health services
Respondents specifically mentioned Berwick Infirmary, where they felt there could be more mental health services. Respondents also called for more mental health services for autism in Hexham and Haltwhistle.

Responses from patients and staff alike highlighted a need for more resources to be put into mental health services
Patients told us there is a lack of mental health emergency beds and trained psychologists, and described Talking Matters Northumberland (TMN) as a stretched service. They also told us there is an increased demand for mental health services and that there needed to be more support for men at risk of suicide, as well as for young people. The Community Mental Health Team (CMHT), TMN, Cumbria, Northumberland, Tyne and Wear NHS Trust (CNTW) and Children and Young People’s Services (CYPS) were specifically mentioned by patients and staff alike as services that would benefit from more resources.

 

Healthwatch Northumberland Mental Health Services Report 2020

Knowledge gap restricts mental health support to the vulnerable

Knowledge gap restricts mental health support to the vulnerable

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Last year we launched the Your Voice Fund, and awarded four small grants to local organisations to run projects with their service users.

These projects are helping us to gather the views of people whose experiences we don’t hear enough about, in particular, people with learning disabilities, people from LGBTQ+ communities, young people, black, asian and minority ethnic communities and people living in Northumberland through asylum or refugee resettlement programmes.

Being Woman, based in Ashington and Blyth, have been using the grant to support a conversation café activity called ‘KITES – when you are your own voice’. People from various ethnic backgrounds and at risk of social isolation have been sharing their ideas, thoughts and experiences of health and social care services.

The latest report from Being Woman shows that there is a knowledge gap restricting mental health support to the most vulnerable people in Northumberland.

A total of 61 people from BAME groups including asylum seekers and refugees were surveyed with questions around general mental health knowledge, services used and proposed future needs. 8 out of 10 people said they didn’t know they could speak with their GP about anxiety, low mood and depression.

Among the suggestions listed by respondents for better knowledge on mental health were leaflets, support groups, translation services, clubs and therapists.

Read the full report here

If you would like to tell us about your recent experience of mental health services give us a call on 03332 408 468 or tell us your story here.

Care homes – keeping in touch with loved ones

Care homes – keeping in touch with loved ones

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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

Annual Survey 2020 Report

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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

Come on Board – new members wanted!

Come on Board – new members wanted!

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Healthwatch Northumberland Board Members

We are looking for exceptional people with a keen interest in local health and social care services to join our board.

Healthwatch Northumberland is the independent champion for health and social care across the county.  As the landscape of health and social care changes due to COVID, this is a crucial time to become involved.  By joining our skilled and enthusiastic board you will use your local knowledge to help us give a voice to people who use services, influence positive change to services and help meet the health and social care needs of our communities.

As you will appreciate, our aim to act as an independent ‘voice’ of the people of Northumberland in all matters related to health and social care, is even more important in these challenging times.

This particular role is to become an Independent Board Member working within an established team, details of which are given in the Board Recruitment Information pack below.

For more information contact Derry Nugent on: 07590 880016 or email: derryn@healthwatchnorthumberland.co.uk

The closing date for applications is 9.00am on 30 October 2020.

 

Healthwatch Northumberland Board Recruitment Information Pack

Healthwatch Northumberland Board Member Application Form

This opportunity has now closed.

 

 

 

 

 

Quarterly Report April to June 2020

Quarterly Report April to June 2020

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As the independent champion for people who use health and social care services, Healthwatch Northumberland listens to what people in Northumberland think about the services they have used. 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’.

People who use health and social care services tell Healthwatch Northumberland about their experiences throughout the year. This report shares a summary of the feedback collected from April to June 2020.  This period was during the national Covid-19 lockdown and we had stopped all face to face engagement and started to work in different ways. The next report will cover July to September 2020.

This quarter we received feedback and enquiries from:

  • Telephone calls, emails and social media (92%)
  • Postal surveys and feedback forms (4%)
  • Talking to people at online engagement events (2%)
  • Through a third party (2%)

Areas of Focus

We are open to all feedback about health and social care services. Responses to our Annual Survey helped us to identify a specific areas of focus which we are prioritising in 2020/21.

Mental Health Services, especially for children and young people

Covid-19 has meant changes have been made to health and social care services. Patients and carers’ experiences and signposting requirements are likely to have been different during this time.  For this reason we have also chosen to focus on any feedback we receive which is related to Covid-19 and these changes.

We are also working to hear more from people in area of the county we hear from less, particularly in south east Northumberland.

Aims

The report shows:

  • Who Healthwatch Northumberland is hearing from
  • What people are saying and the general sentiment of comments
  • What people are experiencing – what is working well and where there are areas for improvement?

Feedback

Between April and June 2020, we received feedback from 47 people. We signposted 13 of these people to services and provided information or advice to eight people.

This report explores who Healthwatch Northumberland is hearing from across the county, presenting a summary of general respondent demographic information. Demographic information shared 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 the general sentiment of comments, 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. Service category, for instance whether the comment refers to a GP surgery or acute care, is also explored alongside the sentiment of feedback. 

Read the report for April to June 2020

Join us! Engagement Officer vacancy

Join us! Engagement Officer vacancy

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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.