Continuing Care Visit Report, Newham

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Summary of report content

Healthwatch Newham (HWN) visited this service as part of joint Quality Assurance Visits with Newham Clinical Commissioning Group (CCG). The NHS continuing healthcare (NHS CHC) is a package of care arranged and funded solely by the health service in England for a person aged 18 or over to meet physical or mental health needs that have arisen because of disability, accident or illness. On the day of the visit service users were not on the premises as staff members conduct any Continuing Care requirements in a person’s home. HWN engaged with 8 users over the phone, who were contacted with prior permission. Focus: • Involvement in Care Discussions • Staff relationship • Treatment plan • Communication and information • Call for assistance • Referral • Overall experience of service Recommendations • Users felt that the management team was excellent at all times yet that did not always apply to staff. • Users felt that the issues are due to irregular agency staff, for example with treatment plans and the overall process not being clearly explained. They would appreciate it if staff (permanent or agency) were more regular to help build rapport and make users feel more comfortable.

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General details

Report title 
Continuing Care Visit Report, Newham
Local Healthwatch 
Healthwatch Newham
Date of publication 
Monday, 2 October, 2017
Date evidence capture began 
Monday, 2 October, 2017
Date evidence capture finished 
Monday, 2 October, 2017
Type of report 
Patient experience
Service evaluation
Key themes 
Communication between staff and patients
Consent to care and treatment
Continuity of care
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Newham CCG
How was the information collected? 

Details of health and care services included in the report

Mental health services 
Learning disability service
Mental health crisis service
Social care services 
Assisted living
Community services 
Community based services for people who misuse substances
Community based services for people with a learning disability
Continuing care
Urgent and emergency care services 
Urgent care services

Details about conditions and diseases

Types of disabilities 
Mental health
Long term condition
Types of long term conditions 
Another long-term condition
Learning disability
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Not known
Not known
Sexual orientation 
Not 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? 
Not known
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.