Enter and view: Living Well Network Hub, Lambeth

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Summary of report content

Healthwatch Lambeth conducted an announced enter and view visit on 2nd & 11th August, 2016, to Living Well Network Hub, a program for comprehensive community mental health and wellbeing support, with a multidisciplinary team of professionals across the borough who work collaboratively to meet service- user needs. Residents can refer themselves or be referred for the 12 week program, working towards achieving three big outcomes: To recover and stay well, to make their own choices and to participate on an equal footing in daily life. The access to the Hub, 4th floor, is through the very busy Job Centre on the ground floor. The ambiance inside is nice and calm, and it was clean, bright and well maintained. sessions at community locations. Feedback from two service users was gathered at the North locality outreach on the planned visit day; this was supplemented the following week with information collection from three service users at the SouthEast locality outreach session in Clapham. Service users described their limited interaction with LWN Hub staff as “really nice”, “pretty good” and “A1 – they are the best”. Clients were most commonly referred to the service by their GP. The report summarises that given the limited nature of interaction service users had had with the LWN Hub, the HW team were unable to gain a substantial impression of the quality of the service. That said, the initial feedback provided suggested that service users are being listened to, and that support will be offered to deal with their immediate needs. While it is not solely in the control of the LWN Hub, HW believes that continued work needs to be carried out with GP services to ensure that they understand what the Hub can do so as to manage their own and their patients’ expectations. The HW team found the LWN Hub to be an innovative model and a new way of working, so it should continue to monitor its development and find ways to involve service users fully in this process. Recommendations made by HW included clearer signage at the front, review the material available to local stakeholder, find ways for the staff to foster a sense of ownerships over space and time with clients, monitor the feedback coming in from the clients, and work on integration of local services. The provider responded “I think this is a fair and honest report and I welcome the feedback for the Hub. I have no comments to add other than to thank you and the team for your efforts.”

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General details

Report title 
Enter and view: Living Well Network Hub, Lambeth
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Thursday, 11 August, 2016
Date evidence capture began 
Tuesday, 26 July, 2016
Date evidence capture finished 
Thursday, 11 August, 2016
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Complaints procedure
Staff levels
Support
Healthwatch reference number 
Rep-0983

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
14
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.