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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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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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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

26

Wirral LINk


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

Annual Report 2010/2011

27


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

Annual Report 2010/2011

31


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

37


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

Annual Report 2010/2011

39


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

41


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

45


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 4AXLINk 4NF  (VCAW) 

Bengali

2009 31  2010 Wirral   LINkWirral  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 bn báo cáo thng niên v Mng li liên h ni ht ca Wirral (LINk) – Tháng 4 2009 to 31 tháng 3 nm 2010 . LINk là mt d án c thit lp  trao cho ngi dân ti Wirral quyn phát ngôn v vic sc khe và dch v chm sóc xã hi ca h c cung cp nh th nào. T cách hi viên là không hn ch i vi mi ngi. Nu bn mun có mt bn sao bng ngôn ng a dùng ca bn, vui lòng liên h i h tr 0151645 2034038, 2111 hoc gi th n cho i h tr Wirral LINk, Wirral Hành ng vì Cng Wirral LINk theo s 0151 ng và tình nguyn (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) 2010312009LINk

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

Wirral LINk Annual Report 2010/11  

Wirral LINk Annual Report 2010/11

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