Kids First and Adults First Outreach Healthwatch Merton and South West London CCG July 2020
What is Healthwatch Merton? Part of a nationwide network with 152 other local Healthwatch • Here to gather and represent the views of the public • Health and social care • Physical and mental health services; primary and secondary care • Children, young people, adults and older adults • Link between people and service commissioners/providers • Improving services with your insight •
What isn’t Healthwatch? • A provider of health or social care services • The NHS, Social Services, the Government, the Department of Health or the Police – we are independent • Complaints forum or advocacy programme
Our day-to-day • Signposting service Getting information out there - helping people • Meeting with local groups Looking for unheard voices and stories • Attending public events Raise the profile of Healthwatch Merton • Going where H&SC are being talked about Keeping in the loop – both ways!
Why engage with us? Find out about opportunities to volunteer on strategic reference groups Find information about services Find out what’s happening locally in the near future in Health and Social Care Show us your areas of concern Contribute to positive change in the services you use
Types of information we get Opinion Experience
Information & Communication • Newsletter Goes out to over 2000 people (please sign up!) • Local Information We keep a stock of current information about services relevant to the Health & Wellbeing of people in Merton • Info inbox/Info Line Enquiries, suggestions, complaints, requests for escalation - from public *and* professionals • Social Media
Introduction • Aman Nathan, Merton Patient and Public Engagement Manager • NHS South West London CCG is responsible for planning, commissioning and buying health services for people living in the borough of Merton. • We work on behalf of local people, so we want to hear what you have to say about health services in your area. We use your feedback to help make important decisions about local healthcare and make changes in response to your feedback. We aim to talk with as many residents as we can and there are lots of ways to get involved. amanveer.nathan@swlondon.nhs.uk https://swlondonccg.nhs.uk/get-involved/ 8
Virtual Engagement • We set up our Patient Engagement group so meetings could take place virtually. • We created a Microsoft teams platform so our members could share information and collaborate together • Provided 1:1 support to ensure our members felt supported in engaging virtually with us • Held tutorials to share information on how to use Microsoft Teams • Started to ask our members about their experience of covid 19. We are now looking at the emerging themes. 9
Support with Making a Complaint PALS (Patient Advice and Liaison Service) PALS offices are closed so you can't drop in, but they are still taking phone calls and emails and will respond within 24 hours. • St Helier T:020 8296 2508 E: est-tr.PALS@nhs.net St George's T:020 8725 2453 E: pals@stgeorges.nhs.uk • South West London and St George's Mental Health Trust • T: 0203 513 6150 E: pals@swlstg.nhs.uk. Adult Social Care you need to contact Merton Council: P: The Complaints Team, Merton Civic Centre, London Road, Morden, SM4 5DX. T: 020 8545 3060 (weekdays 9am to 5pm) E: complaints@merton.gov.uk. POhWER support Merton residents If you need help with any aspect of making a complaint relating to a NHS service, you can get help from an advocate. POhWER support Merton residents with advocacy: 0203 553 5960 pohwer@pohwer.net www.pohwer.net/merton
Support with Making a Complaint More information on making a complaint on our website, including flow charts of what will happen, and checklists to help you present information about your problems. www.healthwatchmerton.co.uk/help-making-complaint
Community Response Hub and Shielding Information Covid-19 Community Response Hub If you need help, or know someone that does. help@mvsc.co.uk 020 8685 2272, Monday to Friday 10am - 4pm. Shielding Information Guidance From 1 August, the government will pause shielding unless the transmission of COVID-19 • in the community starts to rise significantly. If you’ve received a letter saying you’re clinically extremely vulnerable register online • or call 0800 028 8327 Government food deliveries will stop on 31 July • If you have registered for a priority supermarket delivery slot before 17 July, you will • keep this priority slot from 1 August
HWM RECENT SURVEY Accessing Healthcare during these times. Total of 3 outpatients appointments requiring diagnostic equipment (e.g. ultrasound, AAA screening) have had to be cancelled and I am also long overdue routine blood testing to monitor existing conditions. after the call, and the outcome was satisfactory. Outpatient appts by phone only, unable to have required blood tests without compromising safety. I did not feel it would be safe to travel there by bus so I phoned and cancelled.
HWM RECENT SURVEY Accessing GP practice during these times. Was not my experience but my husband's. He was really happy with the response and the service - also had a follow up phone call a week or so later to check up on him which he was very impressed by. This has been effective and useful as it allows for me to get medical advice without putting myself at risk. It was early in the crisis and it wasn't possible to make the video link work! But we sent photos instead after the call, and the outcome was satisfactory.
Healthwatch Merton- Tell Us More Do you have any comments to share about your experiences of accessing your GP Practice during these times? How has your access to other health services been affected? Any other experiences relating to social care you may want to share? You can share your views online (share link on chat) Survey Link
Covid 19 – We Want Your Views Equalities – Reducing Stigma/Discrimination • We are concerned about how the equalities gap may widen as a consequence of COVID 19 for our local community. • Are you seeing any impact on levels of discrimination/stigma as a result of Covid 19? – Unhelpful narratives, myths, perceptions? – Language used? – Abuse? – Patient groups? – Workforce/Staff? • Which particular communities (sharing protected characteristics) have been affected? – BAME – LGBTQ+ – Learning Disability – Mental health? – Others? • What could help tackle this? 16
Equalities – Digital Inclusion • Digital health can mean better access to information and care, increased convenience and more opportunities for people to have greater control of health and social care. • Digital inclusion will be central to the design of future services especially in light of Covid 19 and the recovery plan. • Some of barriers people face can be; – Financial – access to IT – Connectivity – bandwidth – Accessibility – assistive technological like voice activation, translation. Text to speech, furniture – Digital skills • What kinds of digital adaptations have you made/would like to make to support people during covid 19? – What challenges have you faced? – What have been some solutions? • What will help people access health and social care digitally? – Who will this exclude? – Are there other ways we need to be reaching people who are excluded? 17
Your Voice Counts www.healthwatchmerton.co.uk info@healthwatchmerton.co.uk 020 8685 2282 Vestry Hall, London Road, Mitcham CR4 3UD
Thankyou for your time Kids First and Adults First Outreach Healthwatch Merton and South West London CCG
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