Long Term Plan North West London Report

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Summary of report content

The NHS has produced a ‘Long Term Plan’ setting out the things it wants health services to do better for people across the country. This includes making it easier to access support closer to home and via technology, doing more to help people stay well, and providing better support for people with long-term health conditions. Whilst the national plan has set some clear goals, it’s up to local areas to decide how they’re achieved – that means engaging with local people and listening to their experiences and expectations of current and future services. Healthwatch organisations in Central and West London, alongside the national Healthwatch network has collected local views on the NHS Long Term Plan (LTP) through surveys, focus groups and events between April and June 2019, to give people the opportunity to help local hospitals, GP surgeries and community services hear about the changes people would like to see. Hosting 18 events in April, May and June 2019, local Healthwatch organisations in Central and West London engaged with a total of 257 local people. During the events, we asked people ‘what works, what doesn’t work, and what could easily be improved’? We then asked what matters most to them and recorded experiences around prevention and early intervention, assessment, diagnosis and treatment, and ongoing care and support. We also asked people how engaged they would like to be, and whether they would like to be involved in designing new services. As part of this, we asked them which aspects of communication and engagement could be improved. When exploring basic service attributes, we find that local people consider communication, staffing, continuity of treatment and care, plus service access to be most important in current and future services. We also focussed on specific services of Mental Health, Learning Disabilities, Children & Young People, and the supplementary topics of IT systems and digital communication, the voluntary and community sector, getting the ‘best start in life’ and helping people to ‘age well’. In summary – Healthwatch says: • If the plan is to work it needs to be co-produced with patients/service users. • The users’ voice needs to be heard from the beginning and service users must be consulted in planning. • Hold regular ‘big events’ to inform and engage, and give participants timely feedback. • Engage with Healthwatch.

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General details

Report title 
Long Term Plan North West London Report
Local Healthwatch 
Healthwatch Brent
Healthwatch Central West London
Healthwatch Ealing
Healthwatch Harrow
Healthwatch Hillingdon
Healthwatch Hounslow
Date of publication 
Monday, 12 August, 2019
Date evidence capture began 
Tuesday, 16 April, 2019
Date evidence capture finished 
Friday, 14 June, 2019
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Continuity of care
Digitalisation of services
Health promotion
Information providing
Lifestyle and wellbeing
Quality of care
Quality of patient transport
Quality of treatment
Staff training
Waiting times and lists for treatment
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 
Other government body
If this work has been done in partnership, who is the partner? 
NHS England
Primary research method used 
Focus group
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Care of the elderly
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Learning disability service
Community services 
Community based services for people with a learning disability
Community based services for people with mental health needs
Continuing care
Urgent and emergency care services 
Accident & emergency
Other services 
Patient transport

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Mental health
Types of long term conditions 
Learning disability
Mental health condition
What type of pregnancy or maternity themes are included in the report 
New mothers

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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Network related 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.