Summary of report contentHealthwatch West Sussex wanted to better understand the needs and experiences of local people by conducting a Listening Tour throughout October and November 2018 in Burgess Hill. This is when representatives spend time in a town or area to get close to local people using multiple research methods, such as focus groups, Sign post drop- ins, piggy-back meetings and engagement activities. The report details resident feedback on what areas are strong, what is wrong with services and what needs to change. Residents reported what was good about the health and social care services including: praise for health professionals who have provided support throughout their care journeys; community health services have been commended for their support with mental health and accompanying people to their appointments. Residents commented on what was wrong with the service in this area. This included that contact details were not always up to date on multiple platforms. There was concern that the increase in new build homes will cause strain on the health services. There have been less than positive storied regarding dental services which are detailed in another short report. Residents have found it difficult to get an appointment with their GP. There were reports of unsatisfactory or non existent under 18 mental wellbeing support. Maternity services were negatively reported as resident did not feel supported throughout their pregnancy and on post-natal wards. The report also highlights what needs to change. This involves better access to GPs and that changes need to be run past patients through the Patient Participation Group. There needs to be greater consideration around how repeating a personal story to multiple health professionals could impact on their mental health, especially among young people. There is a need for greater commissioning and support for community services, which could include peer support, to make sure these are available early on and support people to sustain their recovery. Recommendations were made including: Organisations to check their contact details on multiple platforms; ask the referred patients how they plan to get to an appointment and if there are any challenges that need to be taken into account, and include this information in the electronic referral, along with any communication support needs; and review how best to display information in reception areas. Sussex Partnership NHS Foundation Trust responded to this report well and has highlighted the areas that reviews will be undertaken.
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Burgess Hill Listening Tour
Date of publication
Friday, 1 February, 2019
Date evidence capture began
Monday, 1 October, 2018
Date evidence capture finished
Friday, 30 November, 2018
Type of report
Communication between staff and patients
Digitalisation of services
Lifestyle and wellbeing
Quality of appointment
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
Primary care services
Secondary care services
Mental health services
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Number of people who shared their views
Specific ethnicity if known
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Yes action has been taken or promised
Is there evidence of impact in the report?
Is there evidence of impact external to the report?
What type of impact was determined?