Wirral Local Involvement Network (LINk)
Annual Report 2010/2011
Growing Stronger Communities by joining together, many whispers become one voice
Our Health 路 Our Care 路 Our Say
Foreword by the Chairman Contents
Foreword.......................................2 Introduction...................................3 Membership & Structure.............6 Financial Report.........................10 Success Stories............................11 You Said, We Said.....................13 What we have done this year... 15 Involvement, Engagement & Networking.............................28 Relationships & Representation...........................30 Where do we go from here?...33 Appendices..................................34
Wirral Local Involvement Network VCA Wirral · Birkenhead Fire Station Exmouth Street · Birkenhead · CH41 4NF Tel: 0151 203 2111 info@linkwirral.org.uk www.linkwirral.org.uk
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Wirral LINk
It’s been another year of good progress for the LINk. As you’ll see in this report, the last year saw us taking up a wide range of issues relating to both health and social care, publish our first major reports and significantly revamp our programme of Enter and View visits. We have continued to work hard to establish ourselves as a credible independent voice to represent the views of the people of Wirral. It is particularly pleasing that this progress has been achieved despite the backdrop of major changes to the way care services are delivered, and with uncertainty about the future of the LINk hanging over us. It looks like LINk will evolve into something called ‘Local HealthWatch’ during 2012, and the challenge for us is to continue to work with public and partners to ensure that this new organisation can hit the ground running, and take up where we leave off. Whilst we are happy with the progress we have made, we’re certainly not complacent. We will be looking to consolidate our existing work, whilst bringing new drive and focus to our work around children and young people’s health, personalisation and Dignity and Respect. As last year, I would like to thank all the members of the LINk board and our active members for their commitment and sterling work over the past year, as well as the LINk Support Team for their dedication, guidance and support, and everyone who’s given up their time and expertise supporting LINk projects and coffee mornings. Diane Hill, LINk Chair
Introduction Wirral Local Involvement Network, or LINk, is an independent network made up of a mixture of local individuals and organisations - such as voluntary organisations and community groups. LINk participants are all volunteers from across the community. Each brings with them different experiences and understanding of health and social care services. To help them do their job, the legislation establishing LINks gives them certain powers – such as being able to make visits to health and social care services to see them in action.
Vision “Our Vision for the Wirral LINk is...making health and social care work for you by developing services that truly reflect the needs of people living and working in Wirral. We have already established, and continue to develop, a diverse network of local people, communities, groups and organisations. With your help we will create a stronger, more independent voice, to work together to help shape future services, strengthen and widen the influence of patients and service users in the planning, delivery and improvement of health and social care services for Wirral.�
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What does Wirral LINk do? Wirral LINk is focused on addressing local needs and priorities, by finding out what people want from their health and social carer services, monitoring the care that services provide and reporting our findings. We offer everyone who lives or uses services in Wirral an opportunity to say what they think about health and social care services. The LINk aims to engage with as wide a cross-section of the public as possible to hear their views. Where possible individual issues received are signposted to further help and support. LINk actively look for trends which will then inform the LINk Work Plan. The LINk makes recommendations to the people who plan and run services, and expects a response within a set period of time. It also asks for information about services, and again can expect a response within a specified timeframe. The LINk has the ability (via trained Authorised Representatives) to carry out Enter and View visits to see if services are working well. If it feels like action is required, issues can be referred to Wirral Council’s Health Overview and Scrutiny Committee.
Who do we work with? The LINk is an independent organisation but works in partnership with both local and national organisations. Most importantly we work with members of the public and the community to effectively represent their views to those organisations who purchase and commission services locally such as NHS Wirral, Department of Adult Social Services, independent regulators and of course all those who provide health and social care in the community.
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Strategic Health Authority
Police Education Housing Fire Service
Voluntary & Community Sector User Groups Self Help Groups Organisations
EVERYONE
NHS North West Ambulance Trust
LINk Regionally & Nationally
Department of Adult Social Services
Care Quality Commission
‘‘As Local Authorities across the country prepare themselves for the introduction of HealthWatch, in Wirral we are fortunate in having a well-established LINk organisation whose wealth of experience will inform that transition. As the Department of Adult Social Services transforms its services to become more personalised it will become increasingly important to have this respected and independent organisation representing Wirral citizens. The ‘Dignity and Respect’ campaign is a good example of how Wirral LINk can use individual voices to influence providers of services and ensure that Wirral residents can continue to receive the high quality services which they deserve.” Howard Cooper, Interim Director, Wirral Council Department of Adult Social Services
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Membership and Structure You don’t have to be a member of Wirral LINk to get involved. Anybody can participate in the LINk and tell us about their experiences of health or social care services, even if they are not a member of LINk. For those people who would like to be more involved, membership of the LINk can range from being on the mailing list and receiving the newsletter, through to volunteering to serve on sub-groups or running for election to the Committee for those with more time to spare.
Community Groups
Issue Based Groups
All can join
Individuals
All can join
Wirral Local Involvement Network (LINk) Informed Member Informed & Active Member Prioritise issues and develop task groups Standing Groups
Informed, Active & Board Member
Listen to and hear the community Task & Finish Groups
Rapid Response
Dignity in Care
Enter & View Team
Time Limited Groups
Communications
Bed Blocking & Discharge
Cross-Boundry
Personalisation Workplan Development
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Levels of membership • Informed - Receive newsletters and information, and take part in consultations. • Informed and Active - Receive newsletters and information, take part in consultations, and participate in LINk activities such as Task and Finish Groups and Enter & View visits (following training and CRB checks) • Informed, Active & Board - All of the above plus strategic planning, decision-making and workplan development.
Number of Organisational Members = 96 Number of Individual Members = 224 Number of Active Members = 116
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Wirral LINk Board The following people sat on the Board of Wirral LINk for part or all of 2010/2011: • • • • • •
Diane Hill Audrey Meacock Francis Cook Joyce Hayward Keith Heller Lisa James
• • • • • •
Robin Eley Jones Murdo Kennedy Les Makin Jean Maskell Stanley Mayne Diane Morley
• • • •
Barbara Moody Marion Murphy Fr Leon Ostaszewski Peter Walton
The Current Board of Wirral LINk for 2011/2012 is:
Awaiting Photo
Diane Hill
Audrey Meacock
Tricia Harrison
Joyce Hayward
Chairman Older People’s Parliament
Vice Chairman Representing Faith
Representing Family Services
Keith Heller
Merseyside Ambulance Retired Staff Association (MARSA)
Robin Eley Jones Representing Gender
Murdo Kennedy Representing Mental Health
Jean Maskell
Representing Carers
Stanley Mayne Representing Drugs & Alcohol
Diane MoRley Crossroads Care
Awaiting Photo Our Health · Our Care · Our Say Barbera Moody Representing Health Support & Well-Being
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Raza Moula
Dr Peter Walton
Representing Older People
Extraordinary Meeting of Wirral LINk, February 2011 Following the announcement that the LINk will be replaced by Local HealthWatch from April 2012, it was proposed that the majority of the LINk Board continue in their role, and that four new members should be added to the Board. This is to provide continuity during the transition year whilst ensuring that fresh ideas and expertise is brought onto the Board. In line with the LINk Governance, an Extraordinary Meeting of the LINk was called on Thursday 24th February 2011 at Bebington Civic Centre, Bebington Suite at 4:30pm to vote on this proposal: To create a Transition/Caretaker Board to assume all the powers and responsibility of the current LINk Board from April 1st 2011 to March 31st 2012. 22 people attended the meeting and the proposal was agreed by 13 votes.
Authorised Representatives for Enter & View The Wirral LINk Authorised Representatives to carry out Enter and View visits during 2010/11 were: • • • • • •
Diane Hill Murdo Kennedy Sheila Kennedy Les Makin Maureen Makin Audrey Meacock
• • • • • •
Barbara Moody Diane Morley Stanley Mayne Diana Nightingale Margie Gill David Seal
These LINk members have been Enter & View trained (including Safeguarding), CRB checked, and are authorised to carry out visits to care premises on behalf of the LINk. More information about Wirral LINk Enter and View Visits can be found on PAGE 23
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Financial Report Wirral LINk is funded by Wirral Borough Council. The Council has contracted Voluntary & Community Action Wirral (VCAW) to act as host for the Wirral LINk until March 2012. The amount of funding received for 2010/11 was ÂŁ177,414.96 ÂŁ Member costs & venues
12,877.71
Development & Engagement costs
13,071.87
Staffing costs
97,859.06
Premises and running costs
18,483.14
Total Expense
142,291.78
Surplus
35,123.18
It was anticipated that there would be a surplus for 2010/11. It was agreed by Wirral Council and the LINk to retain this surplus to support the LINk during 2011/12 and the proposed transition to Local HealthWatch
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Success stories Discharge Process We published our first major report this year, looking at the experience of people being discharged from hospital on the Wirral. Based on responses from nearly 200 service users and professionals we concluded that although significant improvements to the discharge process have been made, there is still much that needs to be done to improve consistency, particularly in relation to ‘cross-border’ discharge (i.e. from Wirral hospitals to Cheshire West and Chester social services). Our report was received by NHS Wirral and Wirral University Teaching Hospital NHS Foundation Trust, and is being using as part of their drive to improve people’s experience of being discharged from hospital. See Page 17
Dignity in Care Dignity in Care is and will remain a priority for Wirral LINk. During this year we have completed ‘phase one’ of our Dignity and Respect campaign and survey, and laid the foundations for ‘phase two’ to be carried out during 2011. Of the 179 respondents to our survey, 79% felt that they had been treated with Dignity and Respect by care services. This was fed back to the NHS and Wirral Council to show that although they are striving to improve patients’ experience of care, there is still work to be done. The LINk has also been working hard to increase the awareness of everybody’s right to be treated with Dignity and Respect – to both the public and the care professionals. See Page 16
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Mums and Midwives Following feedback from our Dignity Survey, we carried out an Enter and View visit and a ‘mini-survey’ at the Mums and Midwives shop in Birkenhead. The service was strongly praised by the LINk members involved, as well as the survey respondents, and later won a prestigious award at the Royal College of Midwives (RCM) Annual Awards. See Page 16
“We would like to thank Wirral LINk for donating a bottle warmer and vacuum cleaner to the Mums and Midwives Shop. These items will be invaluable to our service, they will be used daily and help us to maintain the shop to a high standard. We see over one hundred women a week, so these items will definitely be put to good use. Thank you for all your support.” Jemma Jones, Locality Co-ordinator, Birkenhead Community Midwives NB. The donation to the Mums and Midwives shop came from individual LINk members and support team staff.
Influencing Services (Consultations)
Through our website, newsletter, meetings and e-bulletins we have endeavoured to place ourselves at the centre of both local and national consultations, acting as a conduit for information between the public and care providers and commissioners. Directly or indirectly we have been involved in twenty consultations this year – we are trying to ensure that the people of Wirral are involved in decisions about services available to them. We have also been working hard to encourage our local NHS and Wirral Council to continually improve their consultation processes. See Page 29 See Page 15 for a round-up for what we’ve done this year
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Wirral LINk
You Said, We Did… You Said:
“I am worried about Infection Control procedures at Arrowe Park Hospital. Staff regularly go offsite wearing their uniforms”
We Did:
Alison Quinn (Senior Prevention and Control Nurse from WUTH) was invited to a coffee morning to outline procedures in place for infection control at the hospital
You Said:
“I keep hearing about ‘Personalisation’, but I have no idea what it means for me as a Carer.”
We Did:
Wirral Council’s Interim Head of Care Services Christine Beyga was invited to a coffee morning to outline exactly what the Council are doing, who it affects, and listen to questions and opinions from the public.
You Said:
“When a person/family member tells any person, i.e. doctors or hospital they are a carer there is no forthcoming info or help for carers. Remember sometimes the carer is not in good health either.”
We Did:
Worked with Wirral Council Department of Adult Social Services to make sure that carers are included in the second part of our Dignity and Respect Campaign.
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You Said:
“Love the new midwives shop in Birkenhead town centre. It is very convenient and the staff are very helpful and friendly.”
We Did:
Included the Mum’s and Midwives Shop in our Dignity in Care Survey and Enter & View program, producing evidence of the quality of service provided.
You Said:
“The proposed changes to the NHS are worrying and confusing.”
We Did:
Organised a series of public events in partnership with NHS Wirral and Wirral Third Sector Assembly to outline what the proposed changes mean locally. Kept our website regularly updated with proposed changes and featured important aspects in our newsletters.
You Said:
“I can’t get a GP appointment!”
We Did:
Continued to ask NHS Wirral about access to GPs, particularly in the light of the abandonment of 48 hour access target for GPs.
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What we have done this year 2010/11 Work Streams • • • • • • • • • • • •
Dignity in Care Discharge from hospital and cross-boundary issues End of Life Care Personalisation Transition to Local HealthWatch Safeguarding Adults Enter and View Patient Safety Alerts Quality Accounts Healthcare of children and young people Long term conditions Star ratings for nursing homes
Other issues brought to the LINk and taken forward • • • • • • • •
Mental Health Intermediate Care Recommendation Infection Control Atrial Fibrillation Pathway ‘Better Care for Older People for Less Money’ Implication for CWP of Work Capability Assessment (WCA) Arrowe Park A&E experiences Homeopathy Consultation Medicines Management
Reports Produced • • • • • • •
Dignity in Care Discharge Mums and Midwives LINks to the Future Quality Accounts Enter and View Reports Event Reports
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Dignity in Care Wirral Local Involvement Network believes that being treated with Dignity and Respect is a basic human right – Not an Optional Extra. Dignity in Care was a major part of the LINk’s work for 2010/11. We worked in partnership with Wirral Council Department of Adult Social Service, independent nursing homes, NHS Wirral, Wirral University Teaching Hospital, Voluntary and Community Action Wirral and the Older People’s Parliament on the Dignity in Care Working Group to highlight awareness and the importance that dignity and respect means to the general public when care and treatment is being given. We also produced a Dignity in Care Survey Card which was distributed to the public to obtain their views. These cards and their collection boxes were placed in Arrowe Park and Clatterbridge hospitals and Clatterbridge Centre of Oncology, Tranmere Residents Association Local Elected Representatives Office, and various Wirral GP Practices, Nursing and Residential Homes, One Stop Shops and libraries. We received 179 responses, of whom 142 (or 79%) felt that they had been treated with Dignity and Respect. A full copy of the report is available on www.linkwirral.org.uk. As part of the Dignity and Respect Survey, a specific on-site survey was carried out using Dignity in Care Cards distributed to members of the public visiting the Mums and Midwives Shop in Birkenhead. From August to October 2010, 122 responses were received to this additional survey, and were overwhelmingly positive. This ‘service-level’ approach was found to elicit a far better response rate. Again, the report of this survey is available from the LINk website. Wirral Local Involvement Network
believe that being treated with Dignity and Respect is a basic human right NOT AN OPTIONAL EXTRA!
We Want Your Feedback Please complete the reverse and post in the Wirral LINk feedback box.
Wirral LINk working in partnership with Department of Adult Social Services, NHS Wirral, Voluntary & Community Action Wirral and Older People’s Parliament
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Please turn over
“Our aim has been to give the people of Wirral the opportunity to comment on the way care and treatment has been given to them recently. We have taken our findings and fed this information back to the public and the care organisations involved. The results from our Dignity and Respect campaign and survey have encouraged us to carry out a much larger, more detailed survey about whether users of care services in Wirral are treated with the Dignity and Respect that they are entitled to.” Diane Hill, LINk Chair
Our collective actions may raise awareness that being treated with dignity and respect matters to us in all aspect of our daily lives. Over the next year, we will be encouraging care homes to have residents and carers group meetings so people can have a real say in their ongoing care, and asking questions about staff training and the value of the Dignity in Care training available from Wirral Council. The full report is available from www.linkwirral.org.uk or via the LINk Support Team.
Discharge We published our first major report during 2010 looking at the process of being discharged from hospital on the Wirral. The report, which was shared with NHS Wirral and Wirral University Teaching Hospital NHS Foundation Trust, was carried out by the LINk to follow up a previous survey by Wirral Older People’s Parliament which led to Wirral University Teaching Hospitals setting up a “Patient Flow Group” to improve the discharge process.
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The report concluded that although WUTHFT had done a lot to improve the patient’s experience of the discharge process, implementation of the discharge process lacked consistency. A sub-group of the LINk, including Diane Hill, Sheila Kennedy, Diana Nightingale, Maureen Makin, Barbara Moody and Stanley Mayne, worked hard on designing and distributing four surveys, looking at discharge to Wirral services, to Cheshire West and Chester services, at the experience of people in the discharge lounge, and at care professionals opinions of the process. 192 responses were received in total, which were then compiled and analysed by the LINk Support Team. Recommendations in the report included: brief job swops to improve understanding and communication between WUTHFT staff and staff in the community; meetings with specialist forums to improve communications between Wirral LINk and health and social care professionals; Inter-operable computer systems between Wirral University Teaching Hospitals and community services to also include the cross-boundary Neston and Willaston GP practices who use the hospital’s services; and a “Red Book” personal care record system for patients with long term conditions.
“Although Wirral University Teaching Hospital has done a great deal to improve the patient’s experience of the discharge process, the implementation of their discharge process has lacked consistency. Our recommendations include brief job swops between hospital and community staff, inter-operable computer systems for hospital and community staff and a “red book” personal care record for people with long term conditions.” Murdo Kennedy, LINk Board member
The full report is available from www.linkwirral.org.uk or via the LINk Support Team.
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End of Life Care “I am a Member of the End of Life Steering Group on Wirral that meets regularly to discuss the way people can and should be treated when they reach the end of their lives. It is chaired by Dr Murray Freeman, a GP in Rock Ferry. The aim of the group is to ensure that people can rely on their wishes being observed when they reach the end of their lives. Meetings are held quarterly and are attended by Palliative Care Specialists from St Johns Hospice, Wirral University Hospital Trust Consultants, End of Life Facilitators, Social Services, Nurse Managers, NHS Wirral representatives, a Patient Representative and GPs. During the last 12 months we have concentrated on launching the latest version of the Liverpool Care Pathway. We have also developed the Cancer and End of Life Pathway for Wirral. A database has been developed to coordinate End of Life care on Wirral. The outcome is more patients being referred to Liverpool Care Pathway, ensuring a much improved experience for patients and their families.” Audrey Meacock, LINk Vice-Chair
“Audrey has been a great asset to the End of Life group. Her contributions are always very positive. She brings the patient perspective in a clear and concise way. It has been a great pleasure working with her. My aim is to ensure that Wirral residents have choice about what treatment they wish to have as they approach the end of their lives. It is the responsibility of the NHS and its partners to guarantee a good death. Dame Cicely Saunders said ‘the way people die remains in the memory of those who are left behind’” Dr Murray Freeman, a key GP in Wirral for End of Life
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Transition to Local HealthWatch As part of the Government’s proposed NHS reforms it is planned that LINks will be replaced by organisations called Local HealthWatch. Local HealthWatch will be established from October 2012 to be the champion of patients, people using services, carers and the wider public. The roles of Local HealthWatch will include ‘influencing’, ‘signposting’ and ‘advice’. Locally, this process is being managed by a Transition Stakeholder Group is made up of LINk members, Host (VCA Wirral) staff and representatives from Wirral Council, NHS Wirral, Clatterbridge Centre for Oncology, Cheshire & Wirral Partnership NHS Foundation Trust and Wirral University Teaching Hospital NHS Foundation Trust. The remit of the group is to manage the transition from Local Involvement Networks (LINks) to Local HealthWatch proposed by the current Government NHS White Paper. It is expected that any party with a potential conflict of interest will withdraw from this stakeholder group as guidance from the Government becomes clearer. The LINk has also set up an internal sub-group to look at the issues being raised by the NHS reforms, and the potential consequences for the LINk. The aim of setting up this sub-group is to ensure that the LINk can continue to work on issues and engagement whilst the transition group works to make sure that there is as little disruption as possible from the structural changes.
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Personalisation The ‘Personalisation’ / Personal Budgets programme has been regularly reported by LINk members as a source of confusion and concern. In response to these concerns, the LINk organised a coffee morning in Wallasey in March for Wirral Council’s Interim Head of Care Services, Christine Beyga, to outline exactly what the Council are doing, who it affects, and listen to questions and opinions from the public. For those who are still new to Personalisation, she outlined a series of definitions: Personalisation means starting with the individual as a person with strengths and preferences who may have a network of support and resources, which can include family and friends. They may have their own funding sources or be eligible for state funding. • Personalisation reinforces the idea the individual is best placed to know what they need and how those needs can be best met. It means that people can be responsible for themselves and can make their own decisions about what they require, but that they should also have information and support to enable them to do so. • In this way services should respond to the individual instead of the person having to fit with the service. This traditional service-led approach has often meant that people have not received the right support for their circumstances or been able to help shape the kind of help they need. • Personalisation is about giving people much more choice and control over their lives. LINk members have also continued to be involved in the Transformation Programme Board, and several have volunteered to take part in a programme of shadowing Council staff as they explain Personal Budgets to those affected.
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Safeguarding Adults “Since 2010, Wirral LINk has been invited to have a named standing representative on the Wirral Safeguarding Adults Partnership Board (WSAPB). Since attending the board meetings, LINk has gained insight into the role and remit of WSAPB, which in turn is strengthening and creating development opportunities for LINk’s remit in its statutory role to carry out Enter & View visits to nursing and residential homes in Wirral. Earlier this year, an independent chairman was appointed to WSAPB. Having an independent chairman mirrors the existing situation in the Children’s Safeguarding Board, following the publication of the Care Quality Commission’s Inspection Report, published in September 2010, which highlighted certain issues around choice, dignity and respect, the board has put in place an improvement plan which includes a significant training programme which was launched to staff in February 2011. A significant number of Social Services staff have been trained in safeguarding and Wirral University Teaching Hospital has produced a training video to support all new and existing staff. There is a wide membership of the board from all statutory departments who have concerns about adults at risk, in addition to some representatives from other voluntary sector bodies. The Care Quality Commission no longer attends the meetings but would arrange an annual meeting. The board is looking into ways of engaging with people who have been involved in the safeguarding process as well as considering additional methods of reviewing serious cases. During this time of change, the board meetings provide opportunities to
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keep up-to-date with current organisational changes and financial pressures. Apart from the Executive Committee, the work of the board is supported by Training, Performance, Policy and Mental Capacity Act Committees. It is implicit that an annual report from WSAPB will be submitted to the Local Strategic Partnership (LSP), as well as the current practice of submitting it to the Oversee and Scrutiny Committee (OSC) of Wirral Borough Council. The current work in progress includes a consultation to clarify the thresholds for initiating safeguarding procedures. This will address the issue of ensuring that unnecessary referrals are reduced. It was estimated that in March 2011 between 60 – 70% of referrals did not need any further action and had been unnecessarily reported. Most referrals come from individuals in care settings i.e. from independent care providers or supported living. Other partnership developments reports were tabled from Wirral University Teaching Hospital, NHS Wirral, Cheshire & Wirral Partnership NHS Trust, Merseyside Police, Department of Adult Social Services training section. The first in a series of awareness literature has been published in order to highlight everyone’s responsibility to report safeguarding concerns. Wirral LINk has been encouraged by the willingness of senior staff in Department of Social Services to support our work with Enter and View visits, and Dignity in Care which, when interlinked with safeguarding, will develop our ability to report and share any concerns and trends openly.” Diane Morley, LINk Board Member
Enter and View The LINk has the right to Enter and View certain premises where health and social care services are provided (excluding Children’s Social Services). Enter and View visits will take place following evidence-based research, and may be announced or unannounced. However, the LINk endeavours to address any issues at a ‘grass-roots’ level before the need for Enter and View arises. Based on feedback received from Active Members, during 2010 we significantly revised our Enter and View procedures, and embarked upon a new programme of Enter and View visits. The Enter & View Team met on several occasions to agree their working methodology, and to agree services to visit. There are now 11 Authorised Representatives, a list of whom can be found on www.linkwirral.org.uk. As part of this review of procedure, Authorised Representatives were reminded of the principles underpinning Enter and View visits, worked together to agree a set of shared values and approaches, and developed procedure for selecting premises to visit. A list of premises visited during 2010/11 can be found in Appendix 10. A rolling programme of visits is continuing through 2011/12, and it is planned to train a new cohort of Authorised Representatives in September 2011 to increase the number of visits carried out. With the ‘star rating’ system for nursing homes no longer in operation, the LINk is developing our working relationship with CQC to provide evidence of good or bad practice within services regulated by the CQC.
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Quality Accounts All NHS service providers (e.g. Wirral University Teaching Hospital NHS Foundation Trust) are required to publish Quality Accounts each year, to provide the public with information on the quality of care they provide. Wirral LINk is given a copy of these Quality Accounts for each provider in our area, and invited to comment upon it. Any statement that the LINk chooses to make must be included verbatim in the final Quality Account. This year, the LINk was invited to comment on 5 Quality Accounts: • • • • •
Wirral University Teaching Hospital NHS Foundation Trust Clatterbridge Centre for Oncology NHS Foundation Trust Cheshire and Wirral Partnership NHS Foundation Trust Wirral Community NHS Trust North West Ambulance Service NHS Trust
LINk members provided informed statements for the Quality Accounts for Wirral University Teaching Hospital, Clatterbridge Centre for Oncology and Cheshire and Wirral Partnership, and a brief statement for Wirral Community NHS Trust. Queries related to Quality Accounts will now be added to the LINk workplan for the coming year – for example, the issue of missing scripts. Full commentaries can be found on the LINk website.
Long term conditions Long term conditions remained on the LINk’s workplan for this year following several pieces of work in 2009/10. A request for information was made to NHS Wirral regarding service provision for long term conditions (see Appendix 9).
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Healthcare of children and young people Healthcare of children and young people continues to be an area of concern to the LINk, and also continues to be an area where we struggle to achieve consistent engagement. A number of LINk active members set up a sub-group during 2010/11 to take this forward, but progress has been slow and other members have been reticent in coming forward for this group. The LINk Support Team held several meetings with the coordinator of the Children and Young People’s Link Forum to keep this area of work in focus, and the sub-group is continuing to try to generate interest in the topic by focussing particularly on the problems of drink and drugs.
Star ratings for nursing homes The star rating system for nursing homes formed part of the LINk’s work plan for the year, but the rating system was withdrawn by the Care Quality Commission (CQC) during June 2010. At the present time this system has not been replaced, and the LINk has expressed concern to the CQC about the lack of a robust rating system.
Infection Control Following a number of concerns raised by LINk members and the Board about Infection Control at Arrowe Park Hospital, Alison Quinn (Senior Prevention and Control Nurse from WUTHFT) was invited to a coffee morning to outline procedures in place for infection control at the hospital and to correct some misapprehensions about infection rates and control. The LINk monitors the infection control statistics for Wirral University Teaching Hospital NHS Trust sites.
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More Effective Care for the Elderly “Wirral LINk’s ‘Better care for older people for less money’ campaign is based on two pieces of external research. Firstly, the Royal College of Psychiatrists has shown that nearly half of all acute medical beds nationally are occupied by older people with some form of impaired mental functioning and that the staff on these wards often receive little awareness training about dementia. Consequently, such patients can become disorientated and confused, which can disrupt the ward and impair conditions for other patients, staff and relatives. After we raised this with commissioners, the local district general hospital is now to have: • a clinical lead for dementia • an internal dementia strategy • dementia champions on each ward These measures should significantly improve patient care and effectiveness, which should in turn reduce in-patient stays and hence costs. They should also reduce stress on staff and relatives. Secondly, the Audit Commission has shown that our local mental health provider (Cheshire and Wirral Partnership NHS Foundation Trust) has by far the lowest number of older people mental health beds in the country. Consequently, this low level of provision would need to be counterbalanced by above average levels of provision in the community. After we raised this with commissioners, there is to be: • an increase from one to four memory clinics • 24/ 7 access for older people to mental health crisis resolution home treatment teams • mental health support to be incorporated into intermediate care teams in the community We will be monitoring how financial constraints may affect the implementation of these measures. In addition, we will be looking to see how more specialist GP support to nursing homes may reduce avoidable and counter-productive admissions to hospital. This seems to have great potential for both improving patient care and also reducing costs by reducing avoidable admissions to hospital.” Murdo Kennedy, LINk Board member
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Homeopathy Consultation LINk were approached at the end of February to provide a LINk response to the Homeopathy Consultation. After discussion at the LINk Board meeting, the LINk decided that they could not comment on the effectiveness of Homeopathy Services in such a short time frame, however, it was decided to look at the Consultation Process. NHS Wirral were contacted for their Consultation Plan for Homeopathy and the LINk Board, following consultation with the wider LINk membership, decided to make the following recommendation. Where a Consultation had a deadline that was less than 12 weeks and therefore not Compact Compliant, a robust “fast track” Consultation should be implemented. NHS Wirral had accepted this recommendation and agreed to develop a “fast track” Consultation process that would meet the expectations of all stakeholders. More information on Requests for Information can be found in Appendix 9 More information on Reports & Recommendations can be found in Appendix 11
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Involvement, Engagement & Networking Wirral LINk is committed to ensuring that as many people as possible can participate in the LINk. Over the year we have held more than 52 meetings, attended 28 training sessions or conferences, 18 presentations or promotions, put on several major events and met with stakeholders on more than 160 occasions. See Appendices 1-5 for more information about these events. At all of our events we have been actively seeking the experiences and views of LINk members and the people who use care services on the Wirral. Many individual concerns/issues have been raised with LINk, and these individuals have been signposted to the appropriate place. Through the LINk Support Team (LST) these have been monitored with the purpose of identifying trends – these in turn have evidenced the work of the Sub Groups.
Coffee Mornings In response to our members asking for more information from the NHS and Wirral Council to be provided to the LINk via other routes than the Board Meetings, we set up a programme of coffee mornings with speakers chosen to address topics raised by LINk members. Two of these events fell within the year 2010/11 and were exceptionally well received. The programme is continuing through 2011/12.
28
Wirral LINk
Communications Group The Communications Sub-Group has continued to meet regularly to focus on promoting the work of the LINk. We have revamped our newsletter, embraced social media, and started an ‘e-bulletin’. You may have noticed a new advert on the information screens above the counter in your local Post Office. Adverts for the LINk have been running in ten Post Offices across the Wirral, focussing particularly on the Dignity in Care campaign and asking for people to feedback their experience of dignity and respect in Wirral care services. There were also postcards available in the Post Offices for feedback to be sent back to us via Freepost. The group decided not to focus too much on promoting the LINk brand in light of the forthcoming change to HealthWatch. However, we continued strongly pushing the activities and priorities of the LINk, including press adverts, leaflets and posters. For more information on the Communications Group, see Appendix 6.
Consultations In addition to the work we have carried out asking service users on Wirral for their experiences of care services, we have participated in numerous local and national consultations. To some of these, particularly the big national consultations, we have responded as a whole LINk. Other consultations have been sent to individual members for them to respond where it is of interest, and promoted on the LINk website and in the newsletter. A list of these consultations can be found in Appendix 7
Annual Report 2010/2011
29
Relationships & Representation We have continued to develop our already strong relationships with our NHS Trusts, Wirral Council and other stakeholders. We have had more than 160 meetings with these stakeholders over the last year, and are represented on a large number of groups, boards and committees covering the whole spectrum of health and social care on the Wirral. For more information about our meetings with stakeholders and the groups on which we are represented, see Appendices 2 & 8.
“Wirral University Teaching Hospital NHS Foundation Trust has continued to work closely with Wirral LINk across a wide range of subjects. The relationship between the two organisations has strengthened further over the last year and is now at a mature stage with a strong sense of transparency. WUTH has been pleased to contribute to Wirral LINk coffee mornings which has enabled the Trust to engage members on a range of topics including Infection Prevention & Control and Site Strategy proposals. The Trust has also benefited greatly from planned assurance visits to clinical areas to contribute to our patients experience activity. We look forward to our relationship developing further over the coming year to the benefit of both organisations.� Michael Chantler, Head of Patient Experience & Involvement, Wirral University Teaching Hospital NHS Foundation Trust
30
Wirral LINk
‘‘Wirral LINk has established itself as an influential representative of local people and opinions on a range of strategic and decision making bodies. LINk members are valued for carrying out their duties of representing local people conscientiously and I welcome the extension of the Dignity and Respect feedback forms to include views from Carers. It is going to be an interesting year ahead, with the transition to HealthWatch, but I’m confident that Wirral LINk can build on its past successes to develop into an even stronger organisation” Nick Broadhead, Service Manager, Community and Wellbeing, Wirral Council Department of Adult Social Services
“NHS Wirral continues to have a strong relationship with Wirral LINk with input to our board from the chair of LINk and the critical friend role undertaken by the organisation within our Patient and Public Involvement Committee (PPIC) which operated as a sub-committee of the board during 10/11. During the year we received a series of information requests from LINk on subjects ranging from dental health to stroke services and urgent care. This regular flow of information and queries helps us to become better informed about patient and service user feedback on services. The national policy changes to the structures of the NHS and social care have also presented a challenge to LINk with the need to develop relationships with the new commissioning organisations. NHS Wirral and LINk will continue to work together to understand the capacity and capability requirements of the local Healthwatch organisation required to be in place in 2012/13.” James Kay, Chair, NHS Wirral
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The last 12 months have been another successful year for Wirral LINks in consolidating and developing a wide range of partnership initiatives with the Department of Adult Social Services and the wider Council. The critical role they play in providing a voice for people who use services, carers and the wider communities of Wirral has been greatly appreciated during a period of major change and transition in the delivery of social care. The priorities they set in relation to a work programme such as Dignity in Care remain both relevant and pertinent to the quality of social care delivered in the Borough. Their campaigns and interventions have provided much needed evidence and material to support the development of care and support in different settings. The LINk has also used its resources to support training and development which has included workshops for elected members. It is both their professionalism and real empathy shown for supporting vulnerable adults which augers well for the future. May I take this opportunity to wish the LINk continued success. Rick O’Brien, Head of Branch Access & Assessment, Wirral Council Department of Adult Social Services
32
Wirral LINk
Where do we go from here? “Wirral LINK moves into 2011/12 with an energetic and dedicated board with wide ranging interests and expertise covering Wirral Community Health and Social Care agenda. We have an excellent LINK Support Team who support our yearly work plan with their energy, advice and expertise. Together we are well able to continue the work of developing our Local LINK into Wirral’s Local HealthWatch.” Diane Hill, LINk Chair
We will be continuing to take forward the issues that we have been working on this year, and in particular will be pushing our Dignity and Respect campaign and survey to build on the excellent foundations laid this year. We will be taking up new issues as they arise - any issues suggested by LINk members or the public can be considered for our work over the next 12 months. The LINk is also keen for active members to become more involved in taking these, or other, issues forward. If you have some time to commit to becoming more active in the LINk, please contact the LINk Support Team A rolling programme of Enter and View visits to care homes and NHS Sites (e.g. Hospital Wards) throughout the Wirral has been drawn up, and from September we will be recruiting and training additional Authorised Representatives to join our Enter and View team.
Annual Report 2010/2011
33
Appendices Appendix 1 – Involvement, Engagement and Networking
34
Meeting Type
Number of meetings
Public Meetings
4
Board Meetings In Public
12
Sub-Group Meetings
36
Dignity in Care
7
Discharge
7
Enter and View
5
Communications
10
Work Plan
1
WUTH Issues Group
2
NHS Wirral Issues Group
1
Transition to Healthwatch
3
Stakeholder Meetings
160
Health and Wellbeing OSC
2
Regional and Local Host Networks
8
Joint Partnership Events
4
Presentations / Promotions
18
Themed Coffee Mornings
2
Support Team Meetings
24
Chair & Vice Chair / Support Team Meetings
20
Wirral LINk
Appendix 2 – Stakeholder Meetings Stakeholder
Number of meetings
CQUINS
10
Quality Accounts
3
HealthWatch Transition Group
5
OSC
2
CQC
1
Multi-Disciplinary Teams
2
Council Community Development Team
14
Council Contract Manager
12
NHS Wirral PPI
6
WUTH PPI
8
CCO PPI
1
NHS Wirral Other
9
WUTH Other
1
CWP
2
DASS Communications Group
4
Other VCA/CVS/Hosts
10
District Nurse Forum
1
Practice Manager Forum
3
Smoking Cessation Trainers
1
GPs and GP Consortia
13
Daycare Centres
1
Nursing Homes
1
Multi-Agency Risk Assessment Conference
1
Members of Parliament & Local Councillors
8
End of Life Care Facilitators
2
Ellesmere Port Hospital
1
Arrowe Park Ward Managers
4
Midwives
3
Council Safeguarding Team
1
Chair, Wirral Council
1
Annual Report 2010/2011
35
Chair, WUTH
1
Chair, NHS Wirral
2
Council Personalisation Team
2
Wirral Ethnic Health Advisory Group
1
PCT Membership Meetings
4
NW Joint Improvement Partnership
1
Voluntary Sector Groups
6
ICAS
2
Misc. Comms
6
Children and Young People’s Link Forum
4
NHS Wirral Provider Services
2
Council Other
3
Police
2
Fire Brigade
2
Appendix 3 - LINk Meetings in Public • Tuesday 5th April 2010 at 9.30 am - The Birkenhead Park Pavilion – 15 attendees • Tuesday 4th May 2010 at 9.30 am - The Birkenhead Park Pavilion – 16 attendees • Tuesday 15th June 2010 at 9.30am - VCAW Bebington – 18 attendees • Tuesday 13th July 2010 at 9.30am - VCAW Birkenhead – 14 attendees • Tuesday 3rd August 2010 at 9.30am - Birkenhead Park Pavilion – 17 attendees • Tuesday 7th September 2010 at 9.30am - Birkenhead Park Pavilion – 14 attendees • Tuesday 5th October 2010 at 9.30am - Urban Quay Hamilton Square – 13 attendees • Tuesday 9th November 2010 at 9.30am - Birkenhead Park Pavilion – 16 attendees • Tuesday 7th December 2010 at 9.30am - Birkenhead Park Pavilion – 12 attendees • Tuesday 11th January 2011 at 9.30am - Birkenhead Park Pavilion – 16 attendees • Tuesday 1st February 2011 at 9.30am - Birkenhead Park Pavilion – 14 attendees • Tuesday 8th March 2011 at 9.30am - Birkenhead Park Pavilion – 11 attendees
36
Wirral LINk
Date
Ongoing
May 2010
June 2010
June 2010
June 2010
July 2010
July 2010
July 2010
July 2010
July 2010
Sept 2010
Oct 2010
Event
Arrowe Park Foyer
Older People’s Parliament Event
Picnic in the Park
Cheshire Show
LINk AGM
Earlston Library
West Kirby Library
Joint Strategic Needs Assessment Event
Community Health Event
Seven Waves Radio
Addressing the Future
Addressing the Future Follow-up
Birkenhead
Bebington
Seacombe
Birkenhead
Bebington
West Kirby
Wallasey
Bebington
Tatton
Birkenhead
Birkenhead
Upton
Location
Addressing the issues raised at Addressing the Future
Engaging with Active Members to help them increase their level of involvement with the LINk
Promoting the LINk on community radio
Promoting LINk and public awareness of local service provision
Health and wellbeing in Wirral. The Big Picture, voluntary and community briefing. Joint event with 3SA and NHS Wirral
Promote the LINk
Promote the LINk
Public Meeting to discuss LINk work plan, priorities and Annual Report
Promote the LINk
Promoting the LINk during Carers Week. Arranged a meeting with Alison McGovern MP
LINk stand at promotional event
Stall - monthly x11
Summary
Engagement, Review, Planning
Engagement, Review, Planning
Promotion
Promotion
Information, Partnership, Trends, Commissioning
Discharge, Dignity in Care, Engagement
Discharge, Dignity in Care, Engagement
Information
Recruitment, Engagement, Young People
Engagement, Partnership
Recruitment, Promotion
Engagement, Dignity in Care
Key Words?
Appendix 4 – Events
Annual Report 2010/2011
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38
Wirral LINk
Nov 2010
Nov 2010
Nov 2010
Jan 2011
Feb 2011
Feb 2011
Mar 2011
Mar 2011
The Big Society - NHS White Paper
Social Media Training
IT Training
LINks to the Future
LINk EGM
Coffee morning
Councillor Day
Coffee morning
Wallasey
Liscard
Wallasey
Bebington
Aintree
Liscard
Liscard
Port Sunlight
Personal Budgets / Your Voice Counts Reader Panel
Increase awareness of LINk amongst councillors
Infection Control at WUTH / Expectations and Experience in the NHS
Public meeting to discuss LINk transition board
Planning for regional transition to HealthWatch
Improve intra-LINk communication, and communication with stakeholders
Increase LINk involvement in alternative ways of communicating
Providing information to organisations and individuals about potential impact of Government Big Society plans
Engagement, Information
Partnership, Engagement
Engagement, Information
Information, Planning
Information, Engagement, Achievements, Planning
Training
Engagement, Training
Partnership, Engagement, Information
Appendix 5 – Training and Conferences Training and Conferences
Date
Enter and View
Ongoing
Induction
Ongoing
Advocacy Day
Apr 2010
Putting People First Conference
May 2010
Personalisation Conference
June 2010
New Horizons Event
July 2010
Transgender Conference
Aug 2010
Compass - The Big Society
Sept 2010
Financial Inclusion Event
Sept 2010
Dignity in Care Conference
Sept 2010
Liberating the NHS Event
Sept 2010
Advocating Good Commisioning
Oct 2010
Social Media
Nov 2010
IT Training - Emails
Nov 2010
LINk Website Training
Nov 2010
End of Life Care Quality
Nov 2010
Removing the Barriers for Commissioning and Procurement
Nov 2010
Dignity in Care, Practical Guide Conference
Dec 2010
Mediation Training
Dec 2010
Public Sector Tendering
Dec 2010
Drug and Alcohol Awareness
Jan 2011
Customer Relationship Management Software Training
Feb 2011
Deaf Awareness Training
Feb 2011
Interview Training
Mar 2011
Dignity in Care Pilot Session
Mar 2011
HealthWatch Conference
Mar 2011
International Womens Day
Mar 2011
Men’s Health - It’s a Goal
Mar 2011
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Appendix 6 – Marketing, Publicity and Communications Marketing, Publicity and Communications Sub-group meetings
10
Newsletters
4
Newsletters circulated
4000
E-bulletins
4
Online news stories
99
Online consultations
19
Twitter updates
119
Twitter followers
49
Website visitors
930
Website pageviews
7,060
Appendix 7 – Consultations Consultations HealthWatch Transition Plan Effectiveness of LINks Children’s congenital heart services consultation Consultations on Manual for Cancer Services Public Health England Consultation Alcohol pricing in Wirral Public Health - Healthy Lives, Health People Opportunity to comment: CWP Involvement Strategy Experience of black and minority ethnic patients: a consultation Transparency in outcomes: a framework for adult social care Liberating the NHS: Greater choice and control An Information Revolution: a consultation on proposals Consultation on Cancer Drugs Fund The NHS Constitution and Whistleblowing Wirral’s Future Consultation
40
Wirral LINk
Liberating the NHS, White Paper Help improve care services for adults with autism Disability Consultation - Adult Social Services Wirral Compact Consultation What information should be on the General Optical Council register of opticians?
Appendix 8 – Representation Group on which the LINk is Represented Choosing Health Steering Group End of Life Matters Cheshire & Wirral Councils’ Joint Scrutiny Committee for Mental Health Older People’s Joint Commissioning Womens Services Group NHS Wirral PPI Sub Committee NHS Wirral Board Overview and Scrutiny Committee Wirral Alcohol Treatment Patient Flow Group Safeguarding Board CWP PPI Task Force Patient Environmental Action Group (PEAG) Maternity Services Liaison Committee Carers Development Committee End of Life Forum Healthy Homes Initiative WUTH Nutrition Steering Group NW Dignity Leads Network Multi Agency Dignity in Care Working Group Transformation Programme Board Patient Matters Meeting Patient Council Local Strategic Partnership
Annual Report 2010/2011
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Appendix 9 - Requests for information Number of requests for information made by Wirral LINk during 2009/10
13
Of these, number of requests answered within 20 working days
9
How many requests related to social care?
0
Detail
42
Request
Organisation
Reply Received within 20 days?
How many GP’s have Patient Participation Groups (PPG) and who are they?
NHS Wirral
No
Do you have any evidence of how active the PPGs are? Do they monitor the PPGs engagement, effectiveness etc?
NHS Wirral
Yes
What percentage does the PCT spend on both the original and generic drugs – and if the governments new initiatives have altered this since coming into power?
NHS Wirral
Yes
A previous request for information ascertained that 88% of the population were able to access a GP appointment within 48 hours. The follow up to that is what is the distribution of this percentage over all GPs and what is NHS Wirral doing to reduce the 12%?
NHS Wirral
Yes
Further to a previous request for information about Stroke Services, Wirral’s figures were very good compared to national figures and the LINk would like to know if there are any changes/improvements in service.
NHS Wirral
Yes
Wirral LINk would like to request the comparable figures for 2005 and 2008 for : a) the number of adult acute beds per 100,000 weighted head of population ; b) admissions per 100, 000 population (weighted for need) ; c) length of stay (days)
Cheshire and Wirral Partnership NHS Foundation Trust (CWP)
No
At the Dental Board meeting it was highlighted that there is a long wait for PCT dental vacancies to be filled. What are the timescales and what can be done?
NHS Wirral
No
In light of the abandonment of 48 hour access targets to GPs what interim measures, if any, are being put in place to replace this target?
NHS Wirral
No
Wirral LINk
Does Wirral have a multi agency transition protocol for children to adult services?
NHS Wirral
Yes
Can NHS Wirral include questions in the National Census taking place next year? Does the census cover health in anyway?
NHS Wirral
Yes
What information does NHS Wirral have, which indicates that all patients obtain a relevant appointment with their practice within 48 hours?
NHS Wirral
Yes
What arrangements are in place to achieve better management of long term conditions and what additional arrangements are being planned in the light of DH298720?
NHS Wirral
Yes
How does Wirral out of hours GP cover compare with the Frimley Primary Care Service pilot where additional GP cover with expertise in older people has both reduced avoidable hospital admissions and improved the patient and carer experience?
NHS Wirral
Yes
Appendix 10 - Enter and View Number of Enter and View visits made by Wirral LINk during 2009/10
8
Number of these Enter and View visits relating to health care
4
Number of these Enter and View visits relating to social care
4
Number of Enter and View visits that were unannounced
0
Number of Enter and View visits that were announced
8
Annual Report 2010/2011
43
44
Wirral LINk
9/3/11
9/3/11
The Grove Care Home
4/11/10
Woodheath Dementia unit
NHS Wirral
Mums and Midwifes Shop, Birkenhead
Sep 2010
9/3/11
Wirral University Teaching Hospital
Maternity Unit, Arrowe Park
8/7/10
Woodheath Residential Home
Wirral University Teaching Hospital
SEAL Unit, Arrowe Park
10/6/10
9/12/10
Wirral University Teaching Hospital
Arrowe Park Discharge Lounge
Date
Peninsula Health
Organisation
Enter and View Visit
Detail
Survey of premises and services offered at facility
Survey of environment and facilities
Survey of unit and facilities
Survey of new unit at WUTH
Survey of lounge environment and unit facilities by members and LST
Summary
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Announced?
LINk better informed about Business and services offered.
Intelligence received re lack of appointments at GP ante-natal clinics and inconvenience of Hospital location. Survey of shop proved that convenience of location and the availability of drop in appointments was a major factor in service users choosing the facility.
Successful refurbish of unit and improved facilities
Identification of single sex facilities and private areas in unit to comply with Dignity in Care recommendations
Identification of good practice/ discharge policy
Outcome
Appendix 11 - Reports & Recommendations Number of Reports and / or Recommendations made by Wirral LINk to commissioners of health and adult social care services
5
Number of these Reports / Recommendations acknowledged in the required timescale
5
Of the Reports / Recommendations acknowledged, number that have led / are leading to service review
3
Of the Reports / Recommendations that led to service review, number that have led to service change
3
Number or Reports / Recommendations relating to health services
5
Number or Reports / Recommendations relating to social care services
1
Detail Name
Organisation
Date
Date Acknowledged
Service Review?
Service Change?
Recommendation about “fast track” consultation processes
NHS Wirral
March 2011
March 2011
Yes
Yes
Dignity in Care Report
NHS Wirral, Hospital Trusts, Wirral Council
Nov 2010
Nov 2010
No
No
Dignity in Care – Mums and Midwives Shop Report
NHS Wirral
Nov 2010
Nov 2010
No
No
Discharge from Hospital Report
Wirral University Teaching Hospital NHS Foundation Trust, NHS Wirral
Sept 2010
Sept 2010
Yes
Yes
More Effective Care for the Elderly Recommendation
NHS Wirral
Aug 2010
Aug 2010
Yes
Yes
Annual Report 2010/2011
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Appendix 12 - Referrals to OSCs Number referrals made by Wirral LINk to an Overview & Scrutiny Committee (OSC)
0
Number acknowledged by the OSC
N/A
Number of referrals that led to service change
N/A
Glossary of Terms and Acronyms
46
LINk
Local Involvement Network
OSC
Health & Wellbeing Overview & Scrutiny Committee
NHS
National Health Service
CQC
Care Quality Commission
VCAW
Voluntary & Community Action Wirral
APH
Arrowe Park Hospital
WUTHFT
Wirral University Teaching Hospital NHS Foundation Trust
PCT
Primary Care Trust
RCP
Royal College of Psychiatrists
POPPS
Partnerships for Older People’s Projects
MHICT
Mental Health Intermediate Care Team for Older People
AIMS
Accreditation of In-Patient Mental Health Services
STAKEHOLDERS
Anyone who contributes, benefits from the work of the LINk.
Wirral LINk
Punjabi
(LINk) 2009 31 2010 LINk 203 4038 2111 0151 0151 645 (VCAW), Birkenhead Fire Station, Exmouth Street, 4NF Birkenhead, Wirral, CH41 CH41 4AX
Hindi
(LINk) 2009 31 2010. LINk 0151 0151 645 203 4083 2111 LINk , Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 CH41 4AXLINk 4NF (VCAW)
Bengali
2009 31 2010 Wirral LINkWirral LINk 0151 0151 645 203 4038 2111 Wirral LINk Wirral LINk Support Team, Voluntary & Community Action Wirral (VCAW), Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 CH41 4AX 4NF
Urdu
(LINk) LINk
0151 203 Wirral LINk 0151 6452111 4038 LINk
Support Team,Voluntary & Community Action Wirral (VCAW), Birkenhead Fire Station, Exmouth 4NF Street, Birkenhead, Wirral, CH41 CH41 4AX Somali
Tani waa Warbixintii Sanadlaha ee Isku xirka Degaanka Wirral (LINK) Abriil 2009 ilaa 31 Maarso 2010. LINK’gu waa mashruuc degsan oo lagu siinayo dadweynaha Wirral fursad ay ra’yigooda uga dhiiban karaan sida loo siinayo adeegyadooda daryeelka iyo caafimaadka. Xubin ka noqashadu waxay u furan tahay dadka oo dhan. Haddii aad jeclaan laheyd nuqul foomka xubin noqoshada ah iyo luuqadda aad dooneyso, fadlan kala xiriir Kooxda Gacansiinta LINK’ga 203 4038, 2111 ama warqad u qor Wirral LINk Support Team, Voluntary & Community Action Wirral halkan 0151 0151 645 Wirral (VCAW), Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 CH41 4NF 4AX
Vietna mese
ây là bn báo cáo thng niên v Mng li liên h ni ht ca Wirral (LINk) – Tháng 4 2009 to 31 tháng 3 nm 2010 . LINk là mt d án c thit lp trao cho ngi dân ti Wirral quyn phát ngôn v vic sc khe và dch v chm sóc xã hi ca h c cung cp nh th nào. T cách hi viên là không hn ch i vi mi ngi. Nu bn mun có mt bn sao bng ngôn ng a dùng ca bn, vui lòng liên h i h tr 0151645 2034038, 2111 hoc gi th n cho i h tr Wirral LINk, Wirral Hành ng vì Cng Wirral LINk theo s 0151 ng và tình nguyn (Voluntary & Community Action Wirral (VCAW)), Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 CH41 4NF 4AX
Polish
To Raport roczny Wirral Local Involvement Network (LINk) – od kwietnia 2009 do 31 marca 2010. Ten Ogniwo jest pewien przedsięwzięcie umieszczać odpowiednio do dawać ludzie od Wirral (LINk) pewien powiedzieć w jak ich zdrowie i towarzyski troszczyć się usługi jesteście ustalony. Członkostwo jest otworzyć wobec wszystko. Jeśli ty byłby podobny pewien kopiować od nasz członkostwo wchodzą w skład i twój uprzywilejowany język , podobać się nawiązywać kontakt 0151 645 203 4038, 2111 albo pisać wobec Wirral LINk Support Team, Voluntary & ten Wirral Ogniwo Poprzeć Drużyna u 0151 Community Action Wirral (VCAW), Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 CH41 4NF 4AX
Chinese
LINK
2009 4
2010 3 31
0151 203 4038 2111 0151 645 Wirral LINk Support Team, Voluntary & Community Action Wirral (VCAW), Birkenhead Fire Station, Exmouth Street, Birkenhead, Wirral, CH41 4NF CH41 4AX
Arabic
(LINk) 2010312009LINk
0151 0151 645 203 4038 2111 Wirral LINk Support Team,Voluntary & Community Action Wirral (VCAW), Birkenhead Fire Station, CH41 4NF Exmouth Street, Birkenhead, Wirral, CH41 4AX
Annual Report 2010/2011
47
Wirral LINk believes that being treated with Dignity and Respect is a basic human right, not an optional extra!
We need your feedback
To find out more call us on 0151 203 2111 or visit www.linkwirral.org.uk
Wirral LINk Contacts Wirral Local Involvement VCA Wirral · Birkenhead Fire Station Exmouth Street · Birkenhead · CH41 4NF Tel: 0151 203 2111 info@linkwirral.org.uk www.linkwirral.org.uk
Host Organisation
We would like to remember Les Makin who sadly passed away earlier this year. Les was a well respected, trustworthy and completely honest man who it has been a privilege to know, and he will be sadly missed by the LINk Support Team and his colleagues on the LINk Board.
Wirral Local Involvement Network VCAW · Fire Station · Exmouth Street · Birkenhead · CH41 4NF Tel: 0151 203 2111 · info@linkwirral.org.uk · www.linkwirral.org.uk
Our Health · Our Care · Our Say
IMPRESSIONS DESIGN & PRINT 01270 767661
Voluntary & Community Action Wirral (VCAW) Charity number 1123267