Agenda item

Resolved: the committee noted the annual report.

Folake Segun (Director, Healthwatch Lewisham) introduced the report. The following key points were noted:

5.1       Last year, Healthwatch Lewisham spoke to 3,200 residents face to face, compiled 1,400 patient stories, and ran a series of “engagement hubs” in different locations to encourage people to come and share their stories and experiences.

5.2       The dates and locations of the engagement hubs were advertised in advance and more than 600 residents attended, gathering powerful stories about GP, pharmacy and dentist experiences.

5.3       Hubs were previously held mostly in clinical locations. They are now held in a wider range of places, such as job centres, for example. Hubs are not necessarily about collecting information about that venue.

5.4       Engagement with children and young people also continues – speaking with more than 400 people last year. This included having conversations about sexual health and the support available if a young person is in a crisis.

5.5       Healthwatch also published their See Hear Now report, which looked at access to health and wellbeing services for those with sensory impairments and learning disabilities.

5.6       The report identified a number of themes which run across all communities, such as GP access. But it also identified a need for support to attend appointments and a strong feeling that more disabling awareness training is needed for those on the front line of these services, specifically on engaging with people with these particular disabilities.

5.7       Last year was the first year that Healthwatch provided NHS complaints advocacy services, working with more than 100 people to make complaints.

5.8       Access to services remained a priority for Healthwatch last year. This included how people engage with pharmacies. Healthwatch visited 10 pharmacies across the borough and were invited to present their findings at a pharmacy training day to help new pharmacists engage better with people who use their services. Their findings were cited by NHS England

5.9       Healthwatch continues to build a social media presence with more than 1,000 follows and 8,000 impressions.

5.10    Healthwatch worked with this committee on its in-depth review of health and social care integration.

5.11    Healthwatch continues to have seats on 18 boards in the borough.

5.12    The work of Healthwatch is supported by around 21 Lewisham volunteers, who gave 129 days of their time last year.

5.13    Healthwatch recently published a report on their investigation of patient experience of hospital discharge at Lewisham Hospital.

5.14    The investigation found that there was generally good dialogue between staff and patients and that the team in the discharge lounge were particularly warm and welcoming.

5.15    The investigation also found, however, that there were some internal communications problems between nurses, consultants and doctors.

5.16    The investigation found that there were some gaps in communication with families and carers when it came to discharge planning – checking that people had essentials at home for when they arrived, for example.

5.17    The report was received by the Trust and an action plan has been put together as a result. The discharge team have also put training in place on how to involve families in the discharge process. 

Resolved: the committee noted the annual report.