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NHS 111 Northumberland

NHS 111 ‘Call-First’ FAQs

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You may have heard or seen in the news that NHS England is currently trialling a new ‘call-first’ approach, which encourages people to contact NHS 111 before going to A&E. To support this, 111 call handlers should be able to book people directly into appointments with alternative services or give people a pre-booked time to attend A&E to avoid overcrowding in departments.

Healthwatch England has produced this FAQ guide jointly with the Royal College of Emergency Medicine which outlines how the new approach should be working and common questions people may have surrounding it.

Emergency Departments (A&Es) are there for all and everyone in their time of need. They are the frontline care service we turn to when we’re experiencing a critical, life threatening health problem or have had a serious accident.

We want all patients to receive the best possible care in a safe and timely way, but too often people are kept waiting in their A&E. Many patients who go to A&E could be treated more appropriately, and often more quickly by another service within the NHS.

Which is why the NHS is asking patients to call 111 first. By calling 111 first patients can potentially avoid waiting unnecessarily in a hospital waiting room and find the service that is right for their needs.

Calling 111 first may also help to reduce pressure on parts of the health service that are overstretched by redirecting patients to services that are ready and available for them, helping make the NHS better for all.

The coronavirus pandemic has also made clear that we need to change the way we all access urgent and emergency care, to help reduce the risk of infection.
Here we outline what those changes are and answer some of the frequently asked questions about what these changes mean for patients.

NHS 111 Call-first Frequently Asked Questions

1. What is happening?
To ensure that patients get the right care as quickly as possible, save people long waits in A&E, and ensure emergency departments don’t get too crowded, patients are being asked to call NHS 111 first before going to their A&E – except in absolute emergencies. NHS 111 will advise patients on whether they could be better and more quickly served in a different care setting such as an Urgent Treatment Centre. Some areas are trialling booking appointments at A&E via 111 to help patients save time waiting if their issue is less urgent.

2. Why is this change being made now?
This is how we think emergency care should always be accessed, but it is really important that this becomes the norm now we are living with COVID-19. To support social distancing in A&E, we need to make sure A&Es really are for emergencies only, and sometimes patients waiting in A&E may be better served elsewhere, such as their General Practice. This means A&E departments are more crowded, putting patients at greater risk of COVID-19 and making it more difficult for staff to look after patients well. Social distancing in A&E may mean that some people have to wait outside or in their car until it is safe for them to come into the department.

To prevent this, the NHS wants to support as many people as possible to be seen quickly by other services that may be more appropriate for the needs of certain patients. This is why we’re asking patients to call NHS 111 before going to their Emergency Department.

3. What should I do if I have an emergency?
If you have an emergency, call 999 immediately or go straight to your Emergency Department (A&E). If you have a health issue that is not an emergency please contact your GP, call NHS 111 for advice or visit 111.nhs.uk. If you go to your A&E, you’ll be assessed on arrival but if the clinician thinks you should be seen elsewhere, you may be asked to phone NHS 111 and/or be directed to an alternative service.

4. Can you give me an example of an emergency and a non-emergency?
Emergencies include:
• loss of consciousness
• acute confused state and fits that are not stopping
• chest pain
• breathing difficulties
• severe bleeding that cannot be stopped
• severe allergic reactions
• severe burns or scalds
• stroke

If you think you are experiencing any of these it is vital you go straight to your Emergency Department or call 999.

Examples of non-emergencies would be earache or knee pain. While these may be uncomfortable you are unlikely to be in any danger and could be treated more appropriately somewhere other than you’re A&E. For these types of issues contact your GP, call NHS 111 or visit 111.nhs.uk. If your issue is urgent but not life-threatening – like a sprained ankle – calling 111 and getting a pre-booked appointment to attend A&E can save you a long and uncertain wait in the department, allowing you to wait in the comfort of your own home until the Emergency Department is ready to see you.

5. Will I ever be turned away from an A&E department?
No-one experiencing a medical emergency will ever be turned away – you will always be treated urgently if your condition is severe or potentially life-threatening.
If your condition is not life threatening or could be treated more appropriately or quickly elsewhere you may be asked to call 111 from the hospital. By asking those with less urgent issues to call NHS 111 first for assessment rather than going straight to their A&E, we aim to save patients time and get them the care most appropriate to their needs. You could be directed to a more appropriate service or one that can see you sooner. You may also be able to wait at home and avoid a long wait in a busy Emergency Department.

6. When I call 111, who am I speaking to and are they clinically trained?
NHS 111 services are managed slightly differently in each region, but most are run by ambulance services. You will speak to trained professionals who will either be or have direct access to healthcare clinicians, and who will be able to expertly assess the urgency of your condition or illness. They will direct you to the appropriate service, book you an appointment if needed, and/or tell you what to do next.

7. My NHS 111 always sends me to A&E. Why can’t I save myself the delay and just go straight there?
In 2018, only one in ten callers to 111 was advised to visit A&E. NHS 111 can often provide health advice over the phone, or book you an appointment at an alternative service that is available. This will save you time. If you are told to go to an A&E, you will be booked in and staff at the hospital will be expecting your arrival.

8. Will I receive an appointment more quickly if I have a more urgent health need?
Yes, patients are always assessed and prioritised based on the urgency of their need.

9. If I call 111 and they say I need care from a non-emergency service, will they be able to make an appointment for me?
This varies by location, but one aim of the call-first approach is to ensure it happens more. If 111 can’t make you an appointment at an alternative service immediately, they will direct you to the best service to meet your needs.

10. What if I can’t contact NHS 111?
91% of calls to NHS 111 are answered within 60 seconds. You can also use NHS 111 online. If you have an emergency, you should call 999 or go straight to your Emergency Department. If you do not have the means to contact 111, go to your Emergency Department  and they will have facilities for you to do this. You can also contact your GP.

11. If 111 directs me to a non-urgent service, but the service tells me to go to A&E, will I be seen more quickly?
If a health professional believes that your condition has become or is becoming urgent, then you may be directed to your A&E, where you will be prioritised according to your condition. However, it will depend on the circumstances and the urgency of your medical need.

12. If I turn up at A&E and I haven’t called 111, will I need to wait longer?
Depending on your condition, you may be asked to call NHS 111 on arrival. They will assess whether you could be more appropriately treated elsewhere – and potentially more quickly. You may be given an appointment time at your GP or A&E. This will save you waiting unnecessarily. If you are directed elsewhere and choose to wait for treatment at you’re A&E, you may end up waiting longer. However, if you are seriously ill or injured you will of course be seen as quickly as possible.

13. What happens if I turn up to A&E and they tell me to call 111, but 111 then tell me to go to A&E?
This shouldn’t happen but in the unlikely event that it does you will be further assessed at your A&E and treated in a timeframe appropriate to your needs.

14. Do I need to call NHS 111 if I arrived at an A&E in an ambulance?
No, the triage and assessment by a paramedic provides a higher level of care than you would get by phoning NHS 111. If you are brought to the hospital by an ambulance, this means that the ambulance staff thinks you need further help. A&Es have always prioritised the treatment of patients who arrive by ambulance, as these people are sicker.

15. If I call 111 and they give me an appointed time to attend the A&E what will happen if I can’t get there on time?
Please do try to stick to your appointment time. Being late has a knock-on effect on the treatment of other patients, and your own care – Emergency Departments are very busy places and you may have to wait longer as a result of being late. However, what happens if you are late will depend on the severity of your condition, local policies and how busy the A&E is.

16. How far ahead of my pre-booked appointment will I need to turn up?
It is important to turn up on time as being late has a knock-on effect but arriving early does not mean you will be seen before your allotted time. We would advise checking in no more than 15 minutes before your appointment.

17. What happens if someone gets a booked appointment for A&E but doesn’t show up? Will someone check that they’re ok?
We expect all departments that book-in patients to have systems in place to assess whether a follow up is necessary. It is particularly important that vulnerable patients or those at risk of abuse who miss appointments are checked up on.

18. Will anyone else other than 111 be able to book me into A&E (e.g. GP practice etc)?
No, but your GP may tell you to go to your A&E if your needs warrant it.

19. What if I go to A&E and am advised to go to a different service but I still want to wait there and be seen?
You will be seen but you might to have to wait longer. You may find that you will be seen quicker by going to the other service.

20. What if my condition changes while I’m waiting at home?
This depends on the change in your condition; if you become seriously ill, call an ambulance, otherwise call NHS 111 again.

21. How do I cancel an appointment made by 111?
If you no longer need your appointment, please call NHS 111 to cancel it. Someone else may be able to use your timeslot.

22. If I’m told not to go to A&E, where else might I be directed to?
This will vary locally depending on what is available. You may be directed to a pharmacist, your GP, A&E or given advice on how best to self-care if your call advisor thinks you are safe to do so. You may also be directed to an Urgent Treatment Centre. These are facilities you can go to if  you need urgent medical attention, but it’s not a life-threatening situation. If you are unsure about what service is right for you, call NHS 111.

23. I have a complicated ongoing medical problem that is looked after by the hospital. When I get ill, I normally go straight to the A&E and they call the specialist to come and see me. Should I carry on doing this?
It might be better for you to try and contact the specialists that look after you before you come to the Emergency Department. Some patients with complicated medical problems need to be looked after in places other than the Emergency Department, particularly if they are vulnerable to infections. Obviously, if you are extremely ill, you should call an ambulance.

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

 

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!

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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

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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

New Service for Young Carers

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A new service to support young carers has been commissioned by Northumberland County Council. Carers Northumberland, the local support service for adult carers will be leading on the project.

Anne-Marie Johnstone has been appointed as the Young Carers Support Worker for Northumberland and will be working with other youth and young people’s services across the county to provide individual tailored support for young carers.

The aims of the project are to ensure that children and young people have the support they need to learn, develop, and thrive, to enjoy positive childhoods and to achieve their full potential.

The service uses a whole family approach, which ensures that both children and parents are able to get the support they need, at the right time, by supporting families to access integrated, co-ordinated, multi-agency, solution focused support. By identifying problems early, different services can work more closely together to help prevent a family’s needs escalating and requiring a more intensive intervention at a later date.

All young carers will have an assessment of their needs which identifies the level of caring and how this is impacting on their life.  A Plan will then be developed  with the young carer and their family to  help support them and reduce the negative impact of caring on their lives which will enable the young carer to access the same life opportunities as their peers.

Young carers referred to the project will also be able to access to a Young Carers Active Northumberland card for use in the county’s leisure centres, and a small grants scheme which will offer financial support to young carers to take a break from their caring responsibilities.

Anyone who is working with a family or young person, who feels that there is someone in that dynamic with a caring role can make a referral into the project.

Download the New Covid-19 App

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The new NHS COVID-19 app, now available to download for free in England and Wales, is the fastest way to see if you’re at risk from coronavirus. The faster you know, the quicker you can alert and protect your loved ones and community.

The app has a number of tools to protect you, including contact tracing, local area alerts and venue check-in. It uses proven technology from Apple and Google, designed to protect every user’s privacy.

What the app does

Trace – get alerted if you’ve been near other app users who have tested positive for coronavirus.

Alert – let’s you know the level of coronavirus risk in your postcode area

Check-in – get alerted if you have visited a venue where you may have come into contact with coronavirus

Symptoms – check if you have coronavirus symptoms and see if you need to order a free test

Test – helps you book a test and get your result

Isolate – keep track of your self-isolation countdown and access relevant advice

 

More information on NHS Covid-19 App

Northumbria Healthcare logo

Non-essential hospital visits suspended

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From Northumbria Healthcare NHS Foundation Trust:
Due to the rise in cases of coronavirus in the community, non-essential visiting is to be suspended in hospitals across Northumberland and North Tyneside, with effect from midnight, Thursday 17 September 2020.
Northumbria Healthcare NHS Foundation Trust has taken this difficult, however important, decision to protect its patients and staff.Until further notice, visiting will only be permitted in the following circumstances and PPE must be worn:

  • For patients who are receiving end-of-life care or are terminally ill and in the late stages of their illness
  • For birthing partners in maternity units
  • For parents or legal guardians in the children’s unit
  • For long-stay patients and those with dementia or where best interest decisions or exceptional clinical/social matters are being discussed, at the discretion of the nurse in charge

Women can bring their birthing partners when attending 12 or 20-week scan appointments.

This move comes as tougher restrictions are announced for the seven local authority areas in the North East, including Northumberland and North Tyneside.

iPads will continue to be available on wards to facilitate ‘virtual’ visiting and friends and relatives will be able to stay connected to loved ones by ringing the trust’s patient line on 0191 293 4306, available Monday to Friday 9am to 5pm or sharing pictures/photos via In addition, patients can make unlimited phone calls to UK landlines and mobiles free of charge via bedside units.

Anyone attending an outpatient or diagnostic appointment or for a minor injury, urgent care or in an emergency at hospitals in Northumberland and North Tyneside is asked to do so alone, unless they need to be accompanied by a carer, to reduce footfall. People attending hospital sites are being reminded to wash their hands at the basins when entering and leaving, wear a face covering and maintain social distancing.

Marion Dickson, executive director of nursing, midwifery and allied health professionals at Northumbria Healthcare, said:

“In light of the increased numbers of cases of coronavirus across Northumberland and North Tyneside, we simply must take action now to protect our patients, staff and local communities.

“Suspending non-essential visiting is a difficult decision to make however, given the current situation in our communities, it is the right one if we are to reduce the spread of coronavirus in our hospitals and take care of our most vulnerable patients.

“As nurses, we know the positive impact seeing and hearing from loved ones can have on a patient and we would urge families to make use of the methods we have in place to facilitate virtual visiting and staying connected.

“We had tremendous support from our communities when we had these visiting restrictions in place previously and we would appeal to them again for their co-operation at this difficult time.”

The trust is also reminding people to:

  • Follow advice on https://www.nhs.uk/conditions/coronavirus-covid-19/if they have symptoms and not to attend A&E or hospital sites for a Covid-19 test.
  • Keep your distance and follow rules on social distancing – please stay apart 2 metres from others where possible. If it isn’t – one metre with mitigations such as a face covering.
  • Do not mix with people from outside your household or support bubble
  • Wear a face covering – especially in enclosed public spaces when social distancing can be difficult or when you are in contact with people you would not normally meet. This includes when you are using public transport, car sharing and using taxis. Please remember to wear a face covering if you are attending health care settings such as a hospital, clinic, GP surgery or pharmacist.
  • Keep those hands extra clean – wash hands for 20 seconds and often. Use soap and water to wash your hands or use hand sanitiser. It is especially important to do this when you
    • get home or into work
    • blow your nose or sneeze
    • eat or handle food or drinks

The main symptoms of coronavirus are:

  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste

If you have symptoms, you are advised to get a test and stay at home. For more information visit www.gov.uk/coronavirus

 

NHS asks ‘do your bit’

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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

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The pandemic has seen a rapid roll-out of virtual NHS consultations for people in Northumberland and across the country. Working with National Voices and Traverse, Healthwatch England found out how they are working for people, and created tips on how to get the most out of the virtual health and care appointments.

A 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

Portfolio Items

Events

Listening Event – Annual Survey 2020 Amble

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We will be 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.

Health Inequalities – Newcastle University

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This is a free, public event from Newcastle University which will explore inequalities in health and unequal access to healthcare.

This event involves four speakers talking about current research in the area – learn more about how we are all ageing unequally, and put forward your opinions to direct the future of research into unequal ageing. A free lunch will follow the event.

All are welcome but places are limited so booking is essential.

See the full programme and book here

 

Community Information Morning Hexham

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Our umbrella organisation Adapt (NE) holds these quarterly Community Information Mornings for the benefit of the local community.

Anyone can pop in to this free event and pick up advice and information about health, wellbeing, transport, money and things going on in your area. A mix of organisations come along each time and this month you can find out more about Tynedale Hospice at Home, Northumberland Cancer Support Group, Alzheimers Society and of course Healthwatch Northumberland, Macular Society plus help around Attendance Allowance from Northumbria Healthcare.

We will be asking about your experiences of NHS, health and social care experiences of 2019 for our Annual Survey which runs throughout February and March.By telling us what went well and what could be better, you can help us be more effective on your behalf and influence positive changes for people in Northumberland,

Join us for a cuppa and a piece of cake in the Resource Room – just through the door from Cafe @ Burn Lane, Hexham.

 

 

Cancer Patient Event: Rothbury

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Cancer Information and Engagement Northumberland

The Northumbria Cancer Patient and Carer Group would like to invite cancer patients and carers in Northumberland to share their experiences and ideas – what is working well in your area? What needs improving? There will also be a mix of organisations at the event offering advice and support.

The Northumbria Cancer Patient and Carer Group is made up of patients, carers, health professionals, voluntary group representatives and others affected by cancer. It’s objective is to improve cancer services and support throughout Northumberland and North Tyneside. The group is supported by Northumbria Healthcare NHS Foundation Trust which consults with the group to gain opinions on new service developments, information leaflets and questionnaires.  The Northumbria Cancer Patient and Carer Group is not a cancer support group, but it does have very good links with local support groups and can put you in touch with the right people.

 

This event starts at 10.00am with refreshments, and lunch will be available from 12.00pm.

You can also visit an event at these locations in Northumberland:

Monday 3 February: The Roundhouse, Ashington 

Wednesday 19 February: Seaton Delaval Community Centre

Wednesday 4 March: Morpeth Town Hall

Thursday 26 March: Hexham Mart

 

No booking required. For more information about the events or how to give your feedback if you can’t get to one of the events, email: info@ncpcg.org.

Cancer Patient Event: Morpeth

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Cancer Information and Engagement Northumberland

The Northumbria Cancer Patient and Carer Group would like to invite cancer patients and carers in Northumberland to share their experiences and ideas – what is working well in your area? What needs improving? There will also be a mix of organisations at the event offering advice and support.

The Northumbria Cancer Patient and Carer Group is made up of patients, carers, health professionals, voluntary group representatives and others affected by cancer. It’s objective is to improve cancer services and support throughout Northumberland and North Tyneside. The group is supported by Northumbria Healthcare NHS Foundation Trust which consults with the group to gain opinions on new service developments, information leaflets and questionnaires.  The Northumbria Cancer Patient and Carer Group is not a cancer support group, but it does have very good links with local support groups and can put you in touch with the right people.

 

This event starts at 10.00am with refreshments, and lunch will be available from 12.00pm.

You can also visit an event at these locations in Northumberland:

Monday 3 February: The Roundhouse, Ashington 

Wednesday 19 February: Seaton Delaval Community Centre

Wednesday 11 March: URC, Rothbury

Thursday 26 March: Hexham Mart

 

No booking required. For more information about the events or how to give your feedback if you can’t get to one of the events, email: info@ncpcg.org.

Cancer Patient Event: Seaton Delaval

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Cancer Information and Engagement Northumberland

The Northumbria Cancer Patient and Carer Group would like to invite cancer patients and carers in Northumberland to share their experiences and ideas – what is working well in your area? What needs improving? There will also be a mix of organisations at the event offering advice and support.

The Northumbria Cancer Patient and Carer Group is made up of patients, carers, health professionals, voluntary group representatives and others affected by cancer. It’s objective is to improve cancer services and support throughout Northumberland and North Tyneside. The group is supported by Northumbria Healthcare NHS Foundation Trust which consults with the group to gain opinions on new service developments, information leaflets and questionnaires.  The Northumbria Cancer Patient and Carer Group is not a cancer support group, but it does have very good links with local support groups and can put you in touch with the right people.

We will be there asking you about your care experiences from 2019 for our Annual Survey 2020. Your feedback will help us work more effectively on your behalf and can help make improvements for everyone.

This event starts at 10.00am with refreshments, and lunch will be available from 12.00pm.

You can also visit an event at these locations in Northumberland:

Monday 3 February: The Roundhouse, Ashington 

Wednesday 4 March: Morpeth Town Hall

Wednesday 11 March: URC, Rothbury

Thursday 26 March: Hexham Mart

 

No booking required. For more information about the events or how to give your feedback if you can’t get to one of the events, email: info@ncpcg.org.

Cancer Patient Event: Ashington

/0 Comments/in /by

Cancer Information and Engagement Northumberland

The Northumbria Cancer Patient and Carer Group would like to invite cancer patients and carers in Northumberland to share their experiences and ideas – what is working well in your area? What needs improving? There will also be a mix of organisations at the event offering advice and support.

The Northumbria Cancer Patient and Carer Group is made up of patients, carers, health professionals, voluntary group representatives and others affected by cancer. It’s objective is to improve cancer services and support throughout Northumberland and North Tyneside. The group is supported by Northumbria Healthcare NHS Foundation Trust which consults with the group to gain opinions on new service developments, information leaflets and questionnaires.  The Northumbria Cancer Patient and Carer Group is not a cancer support group, but it does have very good links with local support groups and can put you in touch with the right people.

 

This event starts at 10.00am with refreshments, and lunch will be available from 12.00pm. The Healthwatch Northumberland team will be there with an information stand and will be inviting you to tell them about your care experiences over the last 12 months.

You can also visit an event at these locations in Northumberland:

Wednesday 19 February: Seaton Delaval Community Centre

Wednesday 4 March: Morpeth Town Hall

Wednesday 11 March: URC, Rothbury

Thursday 26 March: Hexham Mart

 

No booking required. For more information about the events or how to give your feedback if you can’t get to one of the events, email: info@ncpcg.org.

Healthwatch Northumberland Volunteer Training

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If you’ve been thinking about getting involved with Healthwatch Northumberland as a volunteer, you might want to come along to our next volunteer training day. Taking place in Hexham, the day will equip you with everything you need to help us make a difference to people living in Northumberland. To find out more please call Emma on: 03332 408468 or visit our Volunteer page.

Listening Event – Blyth Library

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Come and talk to us about your recent experiences of NHS and social care services, pick up some information about local NHS, health, care and support services and find out more about our Conference in October.

If you’ve used any NHS or socia care service recently we’d love to know what you thought. Did you have a good experience? Or could things have been better? Tell us about mental health services, audiology, emergency care, NHS 111, Gps and practice nurses, dentists, care homes and pharmacies.

We’ll have some of our sought after freebies for you including our woolly pens and stress balls.

Healthwatch Northumberland Conference 2019

Listening Event – Blyth Sports Centre

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Come and talk to us about your recent experiences of NHS and social care services, pick up some information about local NHS, health, care and support services and find out more about our Conference in October.

If you’ve used any NHS or socia care service recently we’d love to know what you thought. Did you have a good experience? Or could things have been better? Tell us about mental health services, audiology, emergency care, NHS 111, Gps and practice nurses, dentists, care homes and pharmacies.

We’ll have some of our sought after freebies for you including our woolly pens and stress balls.

Healthwatch Northumberland Conference 2019