So What? Impact report

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Summary of report content

Healthwatch Lancashire and Healthwatch Blackpool created this impact report to illustrate the impacts and outcomes, as well as the motivations and methods, of their work. It aims to demonstrate to the public how their voice is heard and raise awareness of the benefits of sharing their experience of Health and Social Care Services with their local Healthwatch. It covers a number of topics, from who the two local Healthwatch are and what their responsibilities are, to thier workplan, ongoing projects and their achievements. There are engagement figures and stats as well as a comprehensive listing of what has changed in the area as a result of Healthwatch intervention raising the public's voice. The report gives a summary of projects the two Healthwatch have worked on, including: - Care Home Enter and View Programme - Access to Dental Services For Care Home Residents - Your Voice: GP Surgeries, Pharmacies, A&E departments - Your Dentist, Your Say - Mystery Shopping Report: Accessing Hospitals With a Visual Impairment The report also identifies good practice and positive messages, then goes on to ask what they can do better and even includes a feedback form within it.

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General details

Report title 
So What? Impact report
Local Healthwatch 
Healthwatch Blackpool
Healthwatch Lancashire
Date of publication 
Wednesday, 28 March, 2018
Date evidence capture began 
Wednesday, 1 April, 2015
Date evidence capture finished 
Friday, 31 March, 2017
Type of report 
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Health and safety
Health promotion
Information providing
Lifestyle and wellbeing
Public involvement
Quality of appointment
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Case Study
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
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 
Community pharmacy
Dentist (non-hospital)
GP practice
Urgent care services
Secondary care services 
Acute services with overnight beds
Child and adolescent mental health services (CAMHS)
Counselling/improving access to psychological therapies (IAPT)
Inpatient care
Accident & emergency
Mental health services 
Community mental health team (CMHT)
Mental health crisis service
Mental health recovery service
Older peoples mental health community service
Psychiatry / mental health (other services)
Social care services 
Drug & alcohol services
Nursing care home
Residential care home
Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Conditions or diseases 
Eye conditions
Types of disabilities 
Mental health
Social / behavioural
Vision impairment
Types of long term conditions 
Blindness or severe visual impairment
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
Sexual orientation 
Not known
Other population characteristics 
Homeless people
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? 
Types of health and care professionals engaged 
All care professionals
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
Network related impact
Tangible Impact (cost related)
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.