Dorothy House Hospice Care user advisory group: a year of supporting patient and carer involvement

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Summary of report content

Dorothy House Hospice Care asked Healthwatch Wiltshire to establish and maintain a user advisory group to support user involvement in service development and quality monitoring of Dorothy House Hospice Care services. Dorothy House Hospice Care is committed to involving and consulting people who use their services to ensure that this process is integral to the services they provide. Healthwatch Wiltshire exists to promote user involvement in service development and quality monitoring and can provide independent scrutiny. The User Advisory Group was established in September 2016 and is a forum where engagement and discussion of people’s views, comments and ideas can take place on the care and support provided by Dorothy House Hospice Care. The aim of the User Advisory Group is to provide an opportunity for those people who have used Dorothy House Hospice Care services (this includes patients and/or their family members and unpaid carers, general health and care service users, those interested in end of life care and those interested in promoting the voice of users more generally) to express their open and honest opinions. The outcome of its discussions will be used to influence service development, enhance the quality of services and promote community engagement. Through discussions at the User Advisory Group meetings and through talking directly to patients, families and unpaid carers Healthwatch Wiltshire heard: Dorothy House’s services are highly valued by patients, their families and carers, but more awareness and understanding of the range of services that Dorothy House provides is needed; that at the point of referral, patients want to talk to skilled staff with the time to support them in a personal way; about the importance of listening to patients and their families and carers so that care is led by them; that there needs to be equal access to services across geographical boundaries, and that these services are available at times to suit different individuals; about the importance of joined-up working with other organisations and a better use of technology. The User Advisory Group questioned whether the extensive range of high quality services provided by Dorothy House was sustainable in the long term if patient numbers increase.

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General details

Report title 
Dorothy House Hospice Care user advisory group: a year of supporting patient and carer involvement
Local Healthwatch 
Healthwatch Wiltshire
Date of publication 
Friday, 3 November, 2017
Date evidence capture began 
Thursday, 1 September, 2016
Date evidence capture finished 
Thursday, 31 August, 2017
Type of report 
Key themes 
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
If this work has been done in partnership, who is the partner? 
Dorothy House Hospice Care
Primary research method used 
Engagement event
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Social care services 
Hospice services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
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? 
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? 
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
Tangible impact (not cost related)

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.