We Asked, You Said, We Did

Below are some of the issues we have recently consulted on and their outcomes.

We Asked

How the group would like to be updated on transformation plans and to get involved in any of the CCG surveys, groups, campaigns.

You Said

Comments on wide range of topics. Group keen to understand the changes to the NHS and how they will impact on care.

We Did

Plans are being developed on how patient reference groups are going to be engaged or consulted on neighbourhood plans in Stockport Together.

We Asked

For views and feedback on each of the four Stockport Together workstream plans.

You Said

Information should be produced about service changes in patient friendly format

Mental health to be considered in the neighbourhoods

In order to make changes conversations in partnership with people should be around ‘what matters to them’ as prime motivators along with relevant information.

Preventative education needs to start early with young people

Encouraging health & social care staff to work together and not in separate silos.

Panel members will align to the workstreams

We Did

Some of the panel members have been aligned to the workstreams and are working with them.

Public friendly overviews have been produced for each of the smaller business cases.

Mental health consultant for the neighbourhoods is coming to talk to the group in January.

We Asked

We asked you to review the draft findings of the 2015-16 JSNA before we completed the review and the Health and Wellbeing Board adopted the findings.

You Said

We received more than 80 responses to this consulation, you rated each of our 14 topic briefings and summary report positively, as providng a good summary of the current state of health and wellbeing in Stockport and adding to the eivdence base. You also provided specific feedback including corrections and suggestions for additional evidence.

We Did

We made amendments to each of the briefings and used these to inform our overall prioritisation. We have now completed the 2015/16 JSNA and have published the final briefings and priorities at www.stockportjsna.org.uk

We Asked

The Citizens Representation Panel were asked to comment on the new model of care draft plans for Stockport Together.

You Said

People without web based access or skills will need help accessing online care or records.

Mental health will need to be strengthened in the neighourhood plans.

Some people face more barriers than others when faced with the need to change lifestyles or behaviour.

More work should be done to train others to cascade health advice.

Concern that reducing hospital referrals will reduce specialist advice or care.

We Did

Extend 'health chat' training to more front line staff.

Appoint mental health consultant to work with the neighbourhood teams.

New 'consultant connect' service is introduced to provide quick advice from hospital consultants before a referral is made.

We Asked

You to come along and hear about the progress on developing models of care and to test them against seven 'personas'.

You Said

You raised the following questions:

•Where does the ambulance service fit into the model?
•What is the out of hours model?
•Strengthen the ambition on prevention and lifestyle offering
•How can we pick up people (not previously known to the system) before they exacerbate?
•Model should look beyond health and social care to other public / private sector partners eg housing, fire, police to ensure it’s fully holistic (and sustainable) model
•How do we recognise that people are an asset as well as users of resource ie community asset building? The model is currently very practitioner and service focussed.
•Want assurance that the IT systems will be able to talk to each other at the right level.
•Virtual Access for planned care appointments / accessing consultants for advice and guidance – will require cultural shift – this will take time which needs to be reflected in implementation timescales.
•End of life care needs a wide remit to include people who may die within 5 years – need to include advance directives which underpin care planning so people have their wishes respected rather than working on a clinically safe model.
 
 

We Did

•The programme teams have reflected on all the comments raised and will continue to address the issues and gaps as the models are designed in more detail throughout December and January.
•It was agreed that it would be useful to test the model of care on other personas, with more specific needs. As a result, the programme will develop additional personas around Dementia, Mental Health, End of Life, Care Home residents; additionally the persona for ‘Chronic condition, stable but with serious disability’ will be added to the cohort to be used going forward.

We Asked

At a number of workshops over summer 2015 we asked members of the public, staff, voluntary sector and other stakeholders to come together to give us their views on what needs to change about health and social care.

You Said

Examples include:

- We feel lost in a complex system

- The lack of shared IT systems are causing delays and duplication

- We are fed up of multiple visits - care should be coordinated

We Did

Over the last 12 months Stockport Together partners have been collaboratively developing plans for a new 'Integrated Service Solution'. Full report here http://www.stockport-together.co.uk/application/files/3614/6943/4316/Business_case_-_Stockport_Together_Overview_Design_Business_Case.pdf

The feedback from these events alongside other views, professional expertise, national direction, data and information from elsewhere was used by the practitioners to develop this overview and the more detailed business cases for change.

We Asked

The CCG was looking at the way it provides information to the public and stakeholders via the website and how this could be improved. There had been several requests by members of the public, staff and stakeholders to the communications team to improve the website.

You Said

The results of the survey itself showed that generally people thought the overall layout of the website was fit for purpose however many did not know it existed. Respondents found the text to be too dense and difficulty finding statistical or perfromance information about the CCG.

Outside the survey we received comments about information being difficult to find on the website.

We Did

A new website was designed and developed taking into account the comments in the survey.

The new website is much more user friendly and is more widely promoted through the advertising of CCG campaigns via social media. The information is being improved on a daily basis.

View here:     http://www.stockportccg.nhs.uk/

 

We Asked

The Communications and Engagement Team attended the festival on both Saturday and Sunday, with around 60 blood pressues being taken.   The team took this opprtunity talk to local people about the 'Stockport Together' programme of work.

You Said

After discussing the proposed changes a number of local people expressed an interest in receiving updates about the programme and invitations to attend any events being held to update people in person.

We Did

These local residents were added to the distribution list to receive the Stockport Together newsletters.

We Asked

In light of new NICE guidance, how should NHS Stockport fund IVF?

You Said

Should extend criteria to include: • women up to 42 • same sex partners • former private patients and offer 3 cycles.

We Did

We have extended the criteria to include: • women up to 42 • same sex partners • former private patients and will offer 2 cycles this year. Next year we will see if we can fund 3 cycles.

We Asked

For your views regarding:- • appointments with the Nurse • the healthcare you receive, • contacting the Practice by telephone, • use of our web site, • the general waiting room area, • the overall service the practice provides • recommending the practice to others • possible future health promotion events.

You Said

• You told us that it was now easier to book an appointment with the Nurse. • The majority of our patients were satisfied with the healthcare they received from the practice. • All responses indicated that it was either easy or very easy to contact the Practice, • A large majority of our patients do not use the Practice website. • We received a number of suggestions regarding improvements to the waiting room. • Overall 86% of patients were satisfied with the overall service. • A huge 94% of our patients would recommend the Practice to someone moving into the local area. • Patients told us that they would be most interested in attending events around Diabetes and Heart conditions.

We Did

.• Employed a Phelbotomist to take blood test to alleviate the Nurse appointments • The practice staff hold regular clinical update meetings to help us improve the healthcare you receive, • Practice staff now undertake structured training including communication skills? • We will endeavour to advertise our website to patients. The site is regularly updated and includes detailed responses to patient comments. • The overall service we provide to our patents is regularly reviewed by the PRG, • Suggestions given for future events will be discussed with the practice Patient Reference Group.

We Asked

What do you think about the CCG's priorities for the next few years?

You Said

We also need to prioritise children's health.

We Did

Children's health has been added as a priority project to the CCG's 2013/14 operational plan. Work will include improvements to children's services in primary care.

We Asked

We asked for your views on key criteria which we intend to specify for the MInor Eye Conditions' Service.

You Said

89% of you indicated that you are in favour of the development of the new Minor Eye Conditions' Service. The majority of respondents agreed with the key criteria. However, 42% felt that routine onward referral from the service to secondary care should not take place via the GP (as is currently the case for ophthalmology referrals); respondents commented that they felt that providers of this service should themselves be able to make routine referrals directly to secondary care.

We Did

We have used your feedback to help inform the content of the service specification. We will also investigate the feasibility of implementing suggestions made in your feedback.

We Asked

We asked for your views as to what was important in the design of our new Minor Eye Condition's Service. We also asked if you would use the service if you had a minor eye condition.

You Said

You told us that the things that are most important to you are that the service is safe and effective and run by well trained staff who know when to refer urgent cases on, that the service is accessible i.e. well publicised, it is easy to book and get an appointment, it is in Stockport and easy to get to on public transport and that it meets the needs of different population groups such as travellers, those who need interpretation services and workers. 83% of you told us that you would use the service if you had a minor eye condition.

We Did

We have used your feedback to help us to write the service specification for the MInor Eye Conditions Service. We will also use your responses to help us to inform people about the new service and how it will work through patient information leaflets, local publications and other forms of communication.

We Asked

What do you think about our plans?

You Said

Too many acronyms in the detailed plan which was handed out as additional information.

We Did

We've published a list of the acronyms in the detailed plan and will ensure that all future public documents are in plain English.

We Asked

Tell us what you think about our plans for the future of Stockport's NHS

You Said

Need to add in a section about Patient Choice

We Did

We have added Patient Choice into our plans.

We Asked

How can we get more people involved in local NHS events?

You Said

Vary times of events to allow people who work / have other committments to attend at different times.

We Did

We will now make sure we offer a variety of time slots for events as well as different methods of engaging, such as online survey, so that as many different people as possible can have their say on local NHS decisions.

We Asked

What do you think about our plans for the future of the local NHS?

You Said

Carers need more information about what to expect when caring for someone with certain health conditions.

We Did

We have set up a carers working group and are working with the Carers Forum to provide expert speakers at new training courses for carers.

We Asked

Please prioritise from the 3 following areas you would like the practice to improve on Also what we do well, and what we dont do so well in Is there anything we could improve on?

You Said

1st - You said you would like us to look at another way for getting an appointments as they are hard to get with the current appointment system, needs something different. 2nd - You said we need more staff in the morning to answer phones or maybe another phone line. 3rd - You said that on the whole the premises are ok! nice seating area, nice posters and a TV with adverts and cookery for better health You said that the care you recieve from your GP was excellent

We Did

The practice has had a meeting and is currently auditing the appoinments to see when we are busiest at and to find out our problem areas. These results will be printed in our newsletter, after which we shall be asking you the patients to give us your views on how we can improve the way we give appointments out

We Asked

How do local women feel about Stockport's breast screening service?

You Said

Most women were happy with the service. However issues were identified for women with disabilities who could not access the mobile unit. It was felt that travelling to Macclesfield Hospital for screening instead was too far.

We Did

We invested in new screening technology at Stockport NHS Foundation Trust (Stepping Hill Hospital) so that women can now be screened there if they cannot use the mobile unit. 82% of local women now rate the service as good or excellent.

We Asked

What works well for you as a patient at Springfield Surgery? What does not work well for you as a patient at Springfield Surgery? Do you have any suggestions on how we could make improvements?

You Said

Happy with the Practice Short notice appointments can be a problem Congestion in the waiting room Consider texting patients

We Did

Sit and wait surgery every morning and emergency appointments in the evenings available Review seating arrangements A text service is being considered.

We Asked

The Government wants to extend patient choice. What services do you think should be opened up for any qualified company to deliver the service to the NHS?

You Said

You said you would like to have more choice on a range of healthcare services. The majority of local people suggested the following areas: * Adult hearing services in the community * Adult Primary Care Psychological Therapies * Services for back and neck pain * Podiatry * and Diagnostic tests

We Did

NHS Stockport is now part of the Greater Manchester PCT Cluster. All ten Greater Manchester PCTs submitted their proposals for extending choice of provider to the Cluster Board, where it was agreed that NHS Greater Manchester will extend choice to 'any qualified provider' for: * diagnostics * podiatry * and adult hearing services. This should be in place by Spring 2012.

We Asked

How long should we consult on individual policies and service changes?

You Said

Consultation periods should be proportional to the size of the decision being taken. Changes that will affect lots of people or involve large budget should be open to the public for longer than small changes.

We Did

We used these votes to decide our consultation period: http://www.citizenspace.com/stockport-haveyoursay/consultation-and-engagement/consult-policy

We Asked

How can we improve access to our services?

You Said

Deaf people, who use sign language as their first language, find it very difficult to understand health information leaflets. Information should be made available in sign language to help deaf people take control of their health.

We Did

NHS Stockport developed 16 video clips in sign language explaining how the NHS works, how to get involved or make a complaint, how to book sign language interpreters, and health information on a wide range of topics.

We Asked

What are your views on the government's proposals to change the NHS?

You Said

There should be more clinical input into decision making. Private companies should have to meet the same high standards and training as NHS services before they are allowed to take on NHS contracts.

We Did

Fed local views into the national listening exercise.