Community Engagement Feedback Report › wp-content › ... · Page 2 of 17 Community Engagement...

Community Engagement Feedback Report March 2016 Report summarising feedback from people in Lancashire relating to hospitals, GPs, pharmacies, dentists, adult social care and other health and social care services.

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Community Engagement Feedback Report March 2016

Introduction HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.ThisreportsummarisesthefeedbackonhealthandsocialcareservicesinLancashiregatheredbymembersoftheHealthwatchLancashireteamduringpublicengagementactivitiesinMarch2016andfeedbackgatheredthroughtheHealthwatchLancashirewebsite.

ThisreportwillbesharedwithhealthandsocialcareprovidersandcommissionersinLancashirerequestingaresponsefromeach.ResponsesreceivedbyHealthwatchLancashirewillbepublishedandaddedtothereport.

Methodology Itisoftenthoseclosesttotheprocesswhoarebestplacedtogiveusefulfeedbackonthewayservicesworkandhowtheycanbeimproved.Asserviceusersandrelativesaretheoneswhoexperiencetheprocessorservicefirsthand,theyhaveaunique,highlyrelevantperspective.Serviceusersandrelativesinputintodesigningservicescanbeinvaluableassometimesseeingservicesfromtheirpointofviewopensuprealopportunitiesforimprovementthatmaynothavebeenconsideredbefore.RepresentativesfromHealthwatchLancashiredeliveredaseriesofCareCircleeventswithcommunitygroupsacrossLancashire,whichencouragemembersofthepublictosharetheirviewsandexperiencesofhealthandsocialcareservices.MembersofthepublicareabletofindandreviewhealthandsocialcareservicesinLancashireontheHealthwatchLancashirewebsite–www.healthwatchlancashire.co.uk.Thisinformationhasbeencollatedinthisreport.



Groups HealthwatchLancashirevisited7groupsinLancashireinMarch2016.Thefeedbackinthisreporthasbeensegmentedbythegroups’locationandtypeofservice.Thefollowinggroupstookpartincarecircleactivities:CentralLancashire:(coveringPreston,Chorley,SouthRibbleandWestLancashire)HeadwaysupportgroupinPrestonPlaceofPeacegroup,SkelmersdaleLancashireParentCarerForuminChorleyStGeorge’sMen’sFellowshipinChorleyNorthLancashire:(coveringFylde,Wyre,LancasterandMorecambe)XceedgroupinLancasterAlzheimer’ssupportgroupinLythamStAnnesEastLancashire:(coveringBurnley,RibbleValley,HyndburnandRossendale)RibbleValleyParentCarerForuminClitheroe

AcknowledgementsHealthwatchLancashirewouldliketothankallthosewhosharedtheirviews,experiencesandtookpartinCareCircleactivitiesorsharedtheirexperiencesontheHealthwatchLancashirewebsite.



Feedback on hospital services in central Lancashire PositivecommentsreceivedAgroupmemberpraisedthegenomesprojectatStMary’sHospitalstatingthattheyfeltlistenedtobystaff.

AgroupmembersaidthattheyfelttheyhadexperiencedgoodpracticeatRoyalPrestonHospitalwhentheirsonwithlearningdifficultieswentinforanoperation.

AgroupmembersaidthattheyvisitEuxtonHospitalforinjectionsthreetimesperyearandstatingthattheyfeelitisalwaysasmoothserviceandhadnothadanyissueswithbookingappointments.

AgroupmembersaidthatChorleyandSouthRibbleHospital’sRoutineBloodClinicalwaysrunssmoothlyandiseasytoattend.

AgroupmembersaidthattheyfelttheirappointmentatRoyalPrestonHospitaleyeclinicwaswellorganisedandtheypraisedstaff.

AnumberofpeoplesaidthatthenursesincriticalcareatRoyalPrestonHospitalare“excellentandworkveryhard”.

AgroupmembersaidthattheAandEdepartmentatChorleyandSouthRibbleHospitalwasexcellentandlookedaftertheirdaughterverywell.

AgroupmemberthatthecardiologydepartmentatRoyalPrestonHospitalisexcellentandpraisedtheirDoctorforbeingcaringandcompassionate.

AgroupmembersaidthattheyvisitedRoyalPrestonHospitalforaneyetestandabloodtestandsaidthattherewerenodelaysandtheconsultantexplainedeverythingwell.

ConcernsraisedAparentraisedaconcernaboutChorleyandSouthRibbleHospitalrelatingtothedelaybetweenbeingmeasuredforspecialistbootsstatingthatbythetimetheyarereceivedtheynolongerfit.

Agroupmembersaidthattheyfeltthatthereisnosupportforself-harmandmentalhealthinadolescentsandchildrenwithinLancashire.

AgroupmembersaidthattheyexperiencedadelayingettinganappointmentatthefractureclinicatRoyalPrestonHospitalandexperiencedalongwaitontheday.

AgroupmembersharedanegativeexperiencefromtheUrologydepartmentatChorleyHospitalstatingthathisappointmentonlytookthreeminutesandhefeltlikehewasonaconveyorbelt.Thepatientsaidthattheconsultantdidnotlistenandwouldn’texplaintheprocedurestatingthat“Iwouldjusthavetohaveit.IwouldhavelikedmoreinformationsoIcanmakeaninformeddecision.”

AgroupmembersaidthattheyfeltalocumPsychiatristattheScarisbrickInpatientUnitsitedatOrmskirkHospitalprescribedmedicationthatwasnotontheapprovedlistandwaslaterrefusedthemedicationfromapharmacy.Theystatedthatthisresultedinthemhavingtochallengethedecision.

AgroupmembersharedanegativeexperienceoftheOralandMaxillofacialClinicatRoyalPrestonHospitalwhentheyvisitedwiththeiryoungsonwhohasAsperger’sSyndrome.Theyraisedconcernsaboutthewordsthatthemedicalteamwereusingandfeltthedentistdidnotshowcompassionandsaidthattheirson’smouthwas“gross”.



AnumberofpeoplesaidthattheaftercareserviceatRoyalPrestonHospitalisverypoorandonlylastseightweeks,whichtheyfeltwasnotlongenough.TheystatedthatyouneedtogobacktoyourGPtogetreferredforfurthersupport.

AgroupmembersaidthatthereisalackofsupportforfamilyandfriendsatRoyalPrestonHospitalandnosignpostingtootherservices.

AgroupmemberraisedconcernsthattheirbackoperationatRoyalPrestonHospitalhasbeencancelledtwice.

AgroupmembersaidthattheyfeltthereisalackofcoordinationandliaisonbetweenhospitaldepartmentsatRoyalPrestonHospital.

Amemberofthepublicsharedtheirexperienceofhavingacolonoscopyoperationcancelledasasignlanguageinterpreterhadnotbeenbooked.TheystatedthattheyhadalreadytakenMobiPrepinpreparationfortheoperation.



Feedback on GP services in central Lancashire PositivecommentsreceivedAnumberofmembersinagroupsaidthatWhittleSurgeryprovidesagoodservice.

AgroupmemberprovidedapositivecommentrelatingtoareferralfromRegentHouseSurgerytoBamberBridgeMemoryClinicwhichtooktwomonths.Theystatedthattheydidn’texpectittobethatquick.

AgroupmembersaidthattheyarepleasedthatalocalbusservicehasbeenreinstatedbyChorleyCouncilwhichmakesaccesstolocalGPs,dentists,pharmacistsandthehospitalmucheasier.

Agroupmemberpraisedthe“verygood”podiatryserviceatBuckshawVillageSurgery.

AgroupmemberpraisedRiversideMedicalCentreforitsexcellentcareandservice.

AgroupmembersaidthatStandishMedicalPracticeprovidesanexcellentservice.

AgroupmembersaidthatthecommunitypaediatricianatBirleywoodHealthCentreis“fantastic”andtheystatedthattheyreceivealotofgoodadvice.

AgroupmembersaidthattheirDoctoratSandyLaneHealthCentreis“verygood”.

AmemberofthepublicsaidthattheteamatMedicomLtdinPrestonare“excellent”andofferpracticaladviceandassistpeopletomakepersonalchoicesinhealthcare.

AmemberofthepublicsaidthatRegentHouseSurgeryisveryorganisedinthecareofTypeIIdiabetes.

ConcernsraisedAmemberofthegroupraisedconcernsthatRegentHouseSurgeryinChorleystatingthat“GPservicesaregettingmoneyandclaimingtheyaredoingthingsbutthennotdeliveringthem,suchasannualhealthchecksforthosewithlearningdisabilities.ItstatesthatontheGPwebsitethatweareentitledtothisbutwhenweringwearetoldthatwearenotbecauseweareunderaconsultant.”

AgroupmembersaidthattheyfeltthatGPsarenotautismfriendlyandstaffarenottrainedtoactappropriately.Theysaid:“Whenmysonhasgoneinforanyprocedure,itisnottheprocedurethatworriesmeitisthewaythestafftreathim.”

Agroupmembersaidthattheyfeltthatservicesarenotconnectedandstatedthattheyhavetorepeatthemselvesandchasereferrals.

AgroupmembersaidthattheyareconcernedaboutthepotentialclosureofBuckshawVillageSurgery.

AgroupmemberraisedconcernsthatthereisalongwaitforthediabetesfootclinicatChorleyHealthCentreandstatedthatpatientsareneedingtopayprivatelyfortreatment.

AgroupmemberraisedconcernsthatthereceptionistatBirleywoodHealthCentrechallengedthemoverbeinglateforanappointmentTheystated:“IfeltthiswasunfairasitisokaywhenGPsarelate.”

AgroupmembersaidthattheymovedfromSandyLaneSurgerytoBirleywoodHealthCentreas“itwasreallybad.”

AgroupmembersaidthattheirGPisunhelpfulanddoesnotreadtheirnotes.



Feedback on dental services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatthedentistatSandyLaneDentalPracticeis“verygood”.



Feedback on care homes and social care services in central Lancashire ConcernsraisedAgroupmembersaidthattheyfounditdifficulttogethelpforarelativewithabraininjuryfromsocialservices.



Feedback on other health and social care services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatChorleyandSouthRibbleClinicalCommissioningGrouparelinkingwellwithparentcarers.

AgroupmembersaidthatRimmerPharmacydeliveraweeklyprescriptionandtheyfeelitalwaysrunssmoothlyandisagreatservice.

Arepresentativefromthecommunity,voluntaryandfaithsectorstatedthattheyfeelthatasylumseekersaretreatedwithempathyandsensitivityatSkelmersdaleWalk-InCentre.

AgroupmemberpraisedHeyesOpticianinSkelmersdale.

Concernsraised

AparentcarersaidthatBroadoakMultidisciplinaryTeamwasabiglossduetoclosure.

Agroupmembersaidthatthereisnoadvicedirectoryforservices.Theystated:“TheLocalOfferisnotcomprehensiveandisdifficulttomanageasaparent.Weonlyfindoutaboutinformationfrommeetingotherparents.”

AgroupmembersaidthattheyreceivedamapforFulwoodMemoryClinicwhentheirappointmentwasatBamberBridgeMemoryClinicwhichcausedconfusion.Theysaid“Thisisnotverygoodforpeoplewithmemoryproblems.”

Suggestionsreceived

AparentcarersaidthatSyndrome’sWithoutANameisafantasticorganisationinYorkshireandsuggestedthatasimilarorganisationisneededinLancashire.



Feedback on hospital services in north Lancashire Positivecommentsreceived

AgroupmembersaidthatemergencydentaltreatmentatQueenVictoriaHospitalis“brilliant”.

AgroupmembersaidthatthedoctorattheMemoryClinicatLythamHospitalwasveryunderstandingandhadapleasantmanner.

AgroupmembersaidthattheyreceivedexcellenttreatmentatBlackpoolVictoriaHospital.

AgroupmembersaidthatthestaffatBlackpoolVictoriaHospitalhavebeenverygoodwiththeirrelativeandcaredforthemreallywell.

AgroupmembersaidthatthemedicaltreatmentandadvicetheyreceivedatBlackpoolVictoriaHospitalrelatingtoasuspectedstrokewasexcellentbuttheyfeltthathadtowaitalongtime.

Concernsraised

AgroupmembersaidthattheyvisitthepainmanagementteamatRoyalLancasterInfirmaryonceperyearbuttheyfeelthisisnotenough.Theywereexpectingtobecontactedattheendof2015butthishasnothappened.Theystated:“ThereisnotagoodlinkbetweenthepainmanagementteamandtheGPsatCoastalMedicalPracticetochangemedication.IwastoldbytheGP“You’lljusthavetoputupwithit”whichisnotgoodenough.”

AgroupmembersaidthattheyexperiencedadelayingettingCTscanresultsfromtheUrologyDepartmentatRoyalLancasterInfirmary.Theyraisedconcernsthattheyhavecanceranddonotfeelyoushouldhavetowaitforsixweekstogetthefullresults.

AnumberofpeoplesaidthattheyfeelthereisalackofcommunicationwithinNHSdepartmentsandservicesinLancasterandatRoyalLancasterInfirmary.Theystatedthatpeopleneedtokeepexplainingtheirsituationtodifferentpeople,thatthetransferofinformationtoGPsispoorandthathospitaldepartmentsdonotcommunicatewitheachother.

AnumberofpeopleraisedconcernsabouttheMemoryClinicatLythamHospital.Groupmemberssaidthattheyfeeltheylacksupport,thesystemisnotcoordinatedandtherearenotenoughvisitsandthevisitsareadhoc.Agroupmembersaidthattheywerereferredtoanotherclinicbuttheywerenotonthesystemanditwasawasteoftheirtime.

Agroupmembersaidthattheyfelttherewasnosupportathomefortheirrelativefollowingahipreplacement.



Feedback on GP services in north Lancashire Positivecommentsreceived

AgroupmembersaidthattheirdoctorsatCoastalMedicalGroupare“fantastic”.

AgroupmembersharedapositiveexperienceofhavingakneereplacementatTheLunesdaleSurgery.TheystatedthattheywerereferredtoLiverpoolandnowreceivedemailsforappointmentseverytwomonthswhichtheystatedisgreat.

AgroupmembersaidthatGarstangMedicalCentreis“asuperbGPservice”.TheysaidtheycanalwaysgetanappointmentandfeltthereferralstoRoyalPrestonHospitalare“firstclass”.

AgroupmembersaidthatGrangeParkSurgeryandBlackpoolVictoriaHospitalprovideexcellentsupport.

Concernsraised

AgroupmemberraisedconcernsthattheyhavebeenunsuccessfulattryingtogetanappointmentatCoastalMedicalPracticeandhavestoppedtrying.

AgroupmembersaidthattheyhavestruggledtofindaGPwholistens.

AgroupmembersaidthattheywereunabletogetanappointmentatYorkBridgeSurgeryinMorecambedespiteattemptingforoneweek.Theystatedthattheyhadtovisitthesurgerytoarrangeanappointment.

AgroupmembersaidthattheyfeelthatpeopleareunabletouseGPservicesbecausethey“can’tgettoseesomeone”.

Agroupmembersaid:“IwastoldbyahealthprofessionalthatIhadAsperger’sSyndromebutIwastoldbymyGPthatyoucan’tcatchitovernight.Thatmademefeelreallysmall.IsawanotherGPwholistenedtome.”

AgroupmembersaidthattheyfeeltherelocationofPoplarHouseSurgeryisaconcernasthereareissueswithtransport.



Feedback on dental services in north Lancashire PositivecommentsreceivedAgroupsaidthattheyfeltPrincesCrescentDentalPracticeisverygoodandveryeasytogetappointments.AgroupmembersaidthatWhitegateDriveCommunityDentistisfantasticforspendingtimewiththeirgrandsontodiscusshisteeth.AmemberofthepublicsaidthattheirdentistandtheteamatKirkhamDentalCareare“excellentandlistentopatients.Theytaketimetoexplaintreatmentoptionsandensurethatdecisionsarepatientled”.ConcernsraisedAgroupmembersaidthattheyfeltabandonedbytheirNHSdentistinCarnforth.AgroupmemberraisedconcernsthatthewaitinglistsforanNHSdentistaretoolong.Agroupmemberstatedthattheyhadcontactedthedentalhelplineandhadbeenwaitingtohearbackformorethansixmonths.Amemberofagroupsaidthatyouhavetogotwiceayearevenifyoudonotneedtogooryouaretakenoffthelistwhichtheyfeltwasunfair.AgroupmembersaidthattheyfeeldentistsshouldbeclearandaskwhichEmploymentSupportAllowancepeopleareonbeforeatreatmenttakesplaceasthiscanaffectthecostoftreatment.AgroupmembersaidthattheirdentistatCarnforthchangedfromNHStoprivate.TheysaidthattherewerenoplacesinNHSdentistsintheareaandhadnochoicebuttogoprivatewiththedentist.Theystatedthattheycannolongeraffordtreatmentfortheirfamily.AgroupmembersaidthattheyweretakenoffanNHSdentistandittookthemayeartofindanotherNHSdentist.



Feedback on care homes and social care services in north Lancashire Concernsraised

AgroupmembersaidthattheirrelativewasmovedintoaSpindriftCareHomeinLythamStAnneswhilsttheywereinhospital.Theystated:“WhilsthewastherehisthingswentmissingandmysonandIweretoldnottoringorvisitandnoexplanationwasgiven.”

Anumberofpeoplesharedexperiencesabouthomecares.Onesaidtheyhavelostallconfidencewiththeirhomecareserviceandanothersaidthatbecauseoftheirexperiencetheywillnolongerbeaskingforhelp.



Feedback on other health and social care services in north Lancashire PositivecommentsreceivedAgroupmembersaidthattheMorecambeHealthCentrePharmacyisreallyhelpful,promptandefficient.

AgroupmembersaidthattheBoulevardinLythamStAnnesprovidesexcellentpharmacyservices.

Concernsraised

AgroupmembersaidthattheyfeltitisimpossibletoaccessCognitiveBehaviouralTherapyorcounsellingandtheyweretoldthatthereisan18monthwaitinglistdespitehavingaCareCoordinator.Theysaidthattheyhadtousecharitiesforcounselling.



Feedback on hospital services in east Lancashire Positivecommentsreceived

AgroupmembersaidthatstaffareexcellentatthePaediatricsdepartmentatBurnleyGeneralHospital.

Concernsraised

AgroupmembersaidthattheyfeltthattherearenosafeplacesinBurnleyGeneralHospitalforchildrenwithalearningdifficulty.

Agroupmembersaidthattheyfeelthatparents’viewsarenotconsideredbystaffatBurnleyGeneralHospital.Theystatedthattheyfeelthatparentsknowtheirchildrenbest.



Feedback on GP services in east Lancashire Positivecommentsreceived

AnumberofpeoplepraisedtheirGPsstatingthattheyare“goodandunderstanding”,alwaysasksiftheyareokay.

Agroupmembersaidthatbookingappointmentsonlineisagoodidea.

AgroupmembersaidthatSlaidburnHealthCentreprovidesagoodservicebecausethereisonepharmacyandoneGPandtheyknoweverybody.

AgroupmembersaidthattherepeatprescriptionserviceattheirGPsurgeryisexcellent.

Concernsraised

AgroupmembersaidthatdespitetheirGPknowingthattheyareacarer,theyhavenotreceivedanyhelporsupport.

AgroupmembersaidthattheyfeeltheycannotseetheirownGPandalwaysseesomeonedifferent.

AnumberofpeopleraisedconcernsregardingaccesstotheirGP.Onestatedthattheycan’tthroughonthephoneandthelineisalwaysbusywhilstanotherstatedthattheyhavetoshowupat8aminordertogetanappointment.

AgroupmembersaidthattheyhaveexperiencedrudenessfromareceptionistatCastleMedicalGroup.

AgroupmembersaidthatthepharmacistatClitheroeHealthCentrecouldbemorehelpful.



Feedback on other health and social care services in east Lancashire Concernsraised

AgroupmemberraisedtheirconcernstowardstransitionbetweenChildandAdultMentalHealthServicesfor16to18yearolds.

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