Trends report April 2017 to September 2017

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Summary of report content

Healthwatch North Tyneside produced a report setting out the trends from feedback received between April 2017 and September 2017. The aim of the report is to provide commissioners and providers of health and social care services the opportunity to reflect and take action on the feedback gathered where appropriate. The report covers: - the main issues arising from feedback received directly from service users - organisational updates - updates on thematic priorities - engagement and outreach activity - work with other bodies including CQC, local Healthwatch and Healthwatch England - a volunteer update - communications 855 pieces of feedback were received from the public mainly through surveys and outreach activities. The top five service areas of feedback were: GPs, Hospitals, Other, Community Services, Mental Health. Some of the main trends arising from the feedback include: - concerns over waiting times for appointments at A&E, foot care appointments, musculoskeletal operations and physio appointments; - difficulties accessing public or hospital transport to the Northumbria Hospital and difficulty parking and North Tyneside General Hospital and the Freeman Hospital; - carers’ concerns relating to the lack of facilities for carers during hospital stays, long delays in planning admissions, lack of availability of respite and social care in wards and lack of information for carers; - comments on poor communication between providers and service users in relation to two care homes; - concerns over accessing GP appointments; - new trends relating to concerns over staffing of GP Practices following retirements and also the handling of referrals between primary and secondary care; - concerns over lack of access to aids and adaptations where there have been refusals to support necessary changes, waiting times and lack of communication about planned support and in some cases inability of the team to source the required equipment. HWNT have made two safeguarding referrals relating to this; - growing number of concerns relating to crisis mental health services; - comments on poor quality of care at care homes which have already been raised as safeguarding issues with the Council; - comments on waiting times for prescriptions at pharmacies due to stock levels. Other highlights in the report include: - publication of reports: Making mealtimes matter in care homes, Local people’s experiences of using pharmacy services, Annual Report; - engagement of 1019 people through 55 outreach and engagement activities; - report on the Pharmaceutical Needs Assessment (PNA) being promoted to the national Healthwatch network as an example of good practice; - an update on impact of care home report recommendations relating to activity coordinators and mealtimes; - signposting people on 162 occasions mainly to PALS.

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General details

Report title 
Trends report April 2017 to September 2017
Local Healthwatch 
Healthwatch North Tyneside
Date of publication 
Wednesday, 15 November, 2017
Date evidence capture began 
Saturday, 1 April, 2017
Date evidence capture finished 
Saturday, 30 September, 2017
Type of report 
Report
Key themes 
Access
Booking appointments
Communication between staff and patients
Diagnosis
Food and nutrition
Quality of care
Quality of catering
Referrals
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Safeguarding
Meaningful Activities
Activity Coordinator
Good Practice
Carers
Healthwatch reference number 
Rep-1824

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
N/A
Primary research method used 
Engagement event
Survey
How was the information collected? 
Outreach
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
Community pharmacy
GP practice
Secondary care services 
Pain management clinics
Mental health services 
Mental health crisis service
Social care services 
Adult social care
Residential care home
Community services 
Community healthcare and nursing services
Other services 
Equipment service

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 
855
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
Does the information include other people's views? 
Not known
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? 
No
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
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.