Burgess Hill Listening Tour

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Summary of report content

Healthwatch 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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General details

Report title 
Burgess Hill Listening Tour
Local Healthwatch 
Healthwatch Shropshire
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 
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Digitalisation of services
Holistic support
Information providing
Lifestyle and wellbeing
Patient records
Quality of appointment
Service closure
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
How was the information collected? 
Not known

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
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? 

Outcomes and impact

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? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.