Agenda item

To receive a presentation outlining the progress made by Healthwatch Warwickshire during 2022/23.

Chris Bain, Healthwatch Warwickshire presented the report to the board which highlighted the trends from the last 12 months and gave the board an overview of Healthwatch’s priorities.

It was noted that people do not contact Healthwatch when things are going well. People make contact with concerns and allow areas for improvement to be identified. Chris Bain confirmed that nothing “truly awful” has ever been found in Warwickshire after investigations and confirmed that the board would have been notified if they had.

It was stated that Health watch is about continuing to make improvements, it is a continuous journey. There is a need to build relationships with people and communities, to allow for early intervention if needed, or to highlight where work might need to be focused. Time limited engagement does not work.

In relation to Enter and View (visits to care homes/places where vulnerable people live), it was noted that this process was put on hold during covid, but Healthwatch is now looking to restart having “eyes on the ground.”  It was confirmed that during covid the process was not completely stopped, it was all done via phone.

In relation to the nature of enquires, it was noted that GP and dentist enquiries were at the top, but this was not a surprise. It was noted that both NHS services and the NHS received a higher negative rate than was expected.

In relation to Feedback by Theme, the board learnt that most people talk to Healthwatch about access to service and communication. The view is that if communication were improved, then so would access to services. Further feedback will be provided to the board on this matter. It was noted that there was much less concern about treatment once it was received.

Chris Bain informed the board that the way people are communicating with Healthwatch is changing, noting that fewer people are using the website and many more people are using social media/events. As a result. Healthwatch is having to look at how to get information out to people and how to ensure that all platforms are considered. We must ensure that our communication channels are reaching everyone that is looking for them. Good communication is key.  Good administration is key. Doing what you said you were going to do, when you said you were going to do it is all people want from us. The board noted that Healthwatch is committed to removing jargon in their communication.

Following Chris Bain, Liz Hancock, Healthwatch Warwickshire Chair added that the success of Healthwatch Warwickshire is built on relationships; people, service providers, CQC, governing bodies and that effective relationships all take time to be considered constructive. Healthwatch is dependent on these relationships and Healthwatch Warwickshire has the confidence to build relationships at all levels and we have achieved this. It was noted that 2023 is the 10th anniversary of Healthwatch and the relationship with Warwickshire is something that we can all be proud of. Liz Hancock asked that thanks to Chris Bain, directors, volunteers, and everyone involved in Healthwatch were noted, for all they have achieved.

The Chair continued stating that Healthwatch is important to Warwickshire and thanked everyone involved for their work. The Chair asked that Healthwatch investigate direct payments for care in Warwickshire and report their findings back to the board.

Councillor Peter Fowler, North Warwickshire Borough Council thanked Chris Bain for the presentation and information in the report, adding that he completely agreed with the statements about communication being key. Councillor Fowler added that data protection has been raised as a concern in the past as a barrier to some communication and administration.

Nigel Minns, Executive Director for People responded that data protection issues are no longer an active concern due to considerable changes over the last few years and the acknowledgement that communication needs to be open.

Resolved

That the Health and Wellbeing Board note the progress made by Healthwatch Warwickshire during 2022/23.