Posts

Join our online forums

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, members of the team 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.

 

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).

Wednesday 3 June 2.00 – 3.00pm: Mental Health Services.

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

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

Quarterly Report – July to September 2019

As independent champion for people who use health and social care services, we receive feedback about what is working well for people and what could be improved, and share these 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’.

The report below shares a summary of the feedback collected from July to September 2019.
This quarter we received feedback and enquiries from:
• Telephone calls, emails and social media (52%)
• Postal surveys and feedback forms (5%)
• Talking to people at local engagement events (43%)

 

Summary for feedback received between July and September 2019.

  • The average person feeding back to Healthwatch Northumberland is a woman aged between 65-79 from the Tynedale area. They are most likely to be feeding back about their own experiences.
  • They are most likely to get in touch with us by the telephone, email, or social media, or through engagement events we run in their local area.
  • Most people fed back to us with concerns or complaints about health services.
  • Most of our feedback is about primary care services. This quarter pharmacies and GP surgeries dominated the negative feedback we got about primary care.
  • Secondary care services also make up a large proportion of our feedback. This quarter feedback about a physiotherapy service dominated the negative feedback about secondary care.
  • We also continued to hear back about the loss of the Hear to Help Service, which was provided by Action on Hearing Loss.
  • Consistent with last quarter, most feedback was about people finding it hard to access services, rather than quality of care.
  • Healthwatch Northumberland had a total of 80 recordable interactions with people. 58 of these gave us feedback, 38 were signposted and 3 exchanged information with us.
  • We signposted to Independent Complaints Advocacy Northumberland, Carers Northumberland, North of Tyne Patient Advice and Liaison Service, and Northumberland County Council more than once this quarter, and at least once last quarter.
  • Almost half of the organisations we signposted to this quarter were voluntary sector organisations.

Read the full report for July to September 2019

Could you get help with NHS costs?

Check if you’re eligible for help

You might be able to get help to pay these NHS charges:

  • NHS prescriptions
  • NHS dental treatment
  • sight tests, glasses and contact lenses
  • travel to receive NHS treatment
  • NHS wigs and fabric supports

You can check what help you could get and what to do next.

It usually takes three minutes to check.

Check if you can get help

Who gets help

The help you’re entitled to depends where you live and if you:

Apply for help to pay NHS costs

If you do not qualify for the help that you need, you can apply for help. You could be eligible depending on your household income and outgoings.

NHS Long Term Plan – Our Report

Thanks to everyone who told us their views on the local implementation of the NHS Long Term Plan.

NHS England and NHS Improvement asked Healthwatch to work with communities across the country to find out how the NHS Long Term Plan should be implemented at a local level. More than 30,000 people from across England shared their views about how the NHS can better support them in keeping well and how it can improve care for specific conditions such as diabetes, arthritis and autism.

Staff and volunteers from all 151 local Healthwatch across England also held more than 500 focus groups, bringing together people from all sections of the community to share how they would improve local NHS services.

 

Overall Satisfaction

In Northumberland, the specific health conditions which people told us about were cancer, autism, heart and lung diseases, mental health and long term conditions. People with cancer and autism reported the most positive experiences and those experiencing dementia and mental health services, the most negative. Of this group of respondents 62% felt the support they received when they first tried to access help did not meet their needs, 23% felt it did meet their needs and 15% thought it met their needs ‘somewhat’. 17% described the waiting time to receive an initial diagnosis as ‘fast’ with 63% rating it as ‘slow’ or ‘very slow’. Those with mental health conditions were the most dissatisfied with the speed of being referred to a specialist, cancer was the only condition where the referral rate was said to be ‘fast’. People with specific conditions show a preference for diagnostic services to be within an hour’s travel time. This is especially marked for those with mental health problems.

 

Travelling for Diagnosis

71% of respondents in this category used a car as their way of travelling. Living in a large rural county an hour’s travel time is important as it has different implications for those who can drive to appointments and those who rely on public transport or being driven by friends and family. Those with dementia reported using a taxi and carers pointed out the difficulty of driving with a person with dementia. The difficulty of accessing alternative or planned transport – either NHS or charitable – was noted, as dementia is not routinely an automatic qualifying condition. People with specific conditions showed a higher preference for services up to one hour travelling time away, but were prepared to travel further.

The feedback we received in Northumberland via surveys and the focus groups we held fed into the combined Northumberland, Tyne and Wear and Durham report.

Read the full report

 

Wansbeck General Hospital

24 hour urgent care to return to Northumberland

Northumbria Healthcare NHS Foundation Trust announced today that the urgent care centres at Wansbeck and Hexham General Hospitals would re-open overnight from 30 October. This will bring to an end the temporary overnight closures (between 12.00am and 8.00am) which have been in place since September last year. North Tyneside General Hospital will continue to close at midnight.

Dr Jeremy Rushmer, executive medical director at Northumbria Healthcare NHS Foundation Trust, said: “Like the rest of the NHS, we are once again preparing for an extremely busy time this winter and fully endorse the NHS recommendation to call 111 before visiting any of our urgent care centres or our emergency department.

Calling 111, which is free and available 24/7, is the best way to get the treatment you need in the quickest way and will also include access to urgent GP appointments this winter.

“It is vital that The Northumbria hospital in Cramlington is kept free for serious emergencies only and we have worked hard to re-open our urgent care centres overnight for conditions which are not life-threatening but need an urgent response. We hope this news will be welcomed by patients.”

Healthwatch Northumberland was asked to engage with the public about their views on the temporary night time closures and what the public understood about urgent care centres and where to access treatment. The results were considered as part of the decision making process.

Hexham General Hospital

Overnight urgent care closures to continue

Temporary measures to close the urgent care centres overnight at Hexham, Wansbeck and North Tyneside hospitals are set to continue for at least another three months.

The measures, which have seen the centres closed between midnight and 8.00am since December last year, are deemed necessary by Northumbria Healthcare NHS Foundation Trust so that the skills of nursing staff are used where they are most needed overnight. Night time emergencies have been diverted to the Northumbria Specialist Emergency Hospital in Cramlington.

In an announcement on 22nd June, the trust stated that since the temporary measure was implemented there has been no detrimental impact on patient care and no significant change in the number of people accessing services overnight at the emergency care hospital.

The trust has stressed that the move is a temporary decision and says it will continue to work with NHS Northumberland and North Tyneside Clinical Commissioning Groups on future arrangements.

For more information on emergency and urgent care services please see our Find Services page or visit Northumbria NHS Healthcare Foundation Trust website.

Events

Listening Event: Annual Survey Blyth Sports Centre

We are running our annual survey 2020 during February and March this year, asking you about the health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home. You can feed back as a patient or carer.

By telling us about the care you received you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what’s important to you, what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Blyth Library

We are running our annual survey 2020 during February and March this year, asking you about the health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home. You can feed back as a patient or carer.

By telling us about the care you received you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what’s important to you, what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Hexham Hospital

We are running our annual survey 2020 during February and March this year, asking you about the health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Morpeth Riverside

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Wooler

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

This event is being held in conjunction with Wooler patient participation group.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Morpeth Library

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved, and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event – Annual Survey Haltwhistle Leisure Centre

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

This event is the Bridge Project Employability Hub so if you’re there it would be great if you have a couple of minutes to talk to us.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Village Surgery

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event: Annual Survey Forum Practice

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.

Listening Event – Annual Survey 2020 NSECH

We are running our annual survey 2020 during February and March this year, asking you about the NHS, health and social care you received in the last 12 months – it might be a new year but your experiences from 2019 still matter. Health services include hospital services, GPs, dentists, pharmacists, mental health and ambulance services. Social care is care in the home or in a residential or nursing care home.

By telling us about the care you received and what’s important to you, you can help us set our work for the coming year so that we can be more effective on your behalf.

Let us know what went well and what could be improved and together we can help make care better for everyone in Northumberland.

If you can’t come and see us at one of our events you can share your views via the online survey or get in touch to ask for a postal copy with freepost return.