Helping you speak out for stroke€¦ · Mystery Shoppers Led to increased awareness amongst NHS...

With thanks to our sponsor www.strokeassembly.org.uk #strokeassembly

Helping you speak out

for stroke

Pam Johnson and Cathy Turland

www.strokeassembly.org.uk #strokeassembly

Stroke Association (Wales)

Pam Johnson – Speak Out for Stroke Coordinator

Ivor Addis – Stroke Survivor


Speak Out for Stroke • Launched in November 2013

• Funded by the Big Lottery for three years.

• Part of the Valleys Voices portfolio in Caerphilly and Blaenau Gwent

• Part of the Engage portfolio in Newport and Monmouthshire

• Each portfolio has 9 partners all with similar aims.


Our Team

• Andy Harris (Caerphilly/Blaenau Gwent)

• Pam Johnson (Newport and Monmouthshire)

• Diane Gleeson (Programme Assistant)


Why was this project needed?

• Stroke survivors and carers felt isolated

• Lacked confidence in speaking out

• Did not feel represented on local panels or forums

• Unsure of where or how to raise issues


Our goal

To ensure more stroke survivors and carers have opportunities to:

• express their opinions about the services they need

• have the ability to influence the services they receive

• and generally feel more included and valued.


The plan

• To create a network of stroke survivors and carers

• Organise local forums and coffee meets

• Set up a Facebook page for online communication

• Facilitate consultations with service providers


How we initially engaged with stroke survivors and carers

Letters, questionnaires, and leaflets

Support from Councillors and MPs


Meeting people in local communities


Working with our Stroke Association

colleagues


Set up steering groups to guide our work

Caerphilly Group

Newport & Mons Group


Examples of Campaigns and Priorities

Caerphilly/Blaenau Gwent Newport/Monmouthshire

Transport

Stroke Service redesign

Closure of public toilets

Access to Therapies

Supermarket access

Carers Respite

Leisure activities

Lack of Information about local services


Stroke service re-design with Health Board


• Information meetings held in 2014/2015

• Stroke Survivor and Speak Out staff on the working party

Speak Out for Stroke

supporting changes in stroke services

New stroke unit launched January 2016


Access for All Forum Blaenau Gwent

Speak Out for Stroke Valleys Voice members now sitting on this local forum.


Monmouthshire involvement in forum


Redirection in Year 2- reaching out

• Recognised that many more people remain isolated and in need of the project

• Launched 11 Speak Out coffee forums


2016 Our Final year - sustainability

• Volunteers to continue facilitating coffee meets

• Patient participation group to be developed

• Volunteers to maintain contact with external bodies to ensure voices are heard


Helping you speak out for

stroke

Cathy Turland

CEO Healthwatch Redbridge


Healthwatch Redbridge:

• Who we are

• What we do

• Enter & View

• Healthwatch Inclusion Project

• Accessible Information Standards


Who are we?

• 150+ Local Healthwatch’s in England

• We represent the views by gathering information from local people who use health and social care services

• We signpost people by giving them information on relevant organisations

• We report and raise concerns about the quality of health and social care to local commissioners, Healthwatch England, and the Care Quality Commission for further action


Gathering Information There are lots of ways we gather information:

• Documents Face-to-face Email

• (formal & informal)

• Observation Telephone Mail


Enter & View:

Enter & View visits are conducted by small teams of trained volunteers known as ‘Authorised Representatives’.

This gives us the opportunity to observe and report the first hand experience of patients, carers and users of health and social care services.

They can be ‘announced’ or ‘unannounced’.


• Directs and defines a specific, consistent approach to: – Identify

– Record

– Flag

– Share

– Act

A clear direction to identify and address the support needs of patients, service users, carers and parents, where those needs relate to a disability, impairment or sensory loss

• Does not include foreign language support needs

Accessible Information Standards


• 1 million missed appointments last year through patients experiencing communication barriers:

• The Confidential Inquiry into premature deaths of people with learning disabilities (March 2013):

Need for Standards

“The lack of reasonable adjustments to facilitate healthcare of people with learning disabilities, particularly attendance at clinic appointments and investigations, was a contributory factor in a number of deaths”


Healthwatch Inclusion Project: Using Enter & View to effect change


Local Healthwatch Inclusion Project

Working across 13 boroughs in north, central & east London


Project Overview – Year 1

First year of the project involved engaging with profoundly Deaf people

Conducted 3 E&V visits to London Emergency Departments (ED): Queen’s Hospital Romford, University College London, Newham Hospital

Trained deaf volunteers to be Authorised Representatives and Mystery Shoppers

Led to increased awareness amongst NHS professionals on access issues and also trusts changing practice to increase access for deaf patients


Project Overview – Year 2

Due to the success of the first year, more disability groups were included:

- People who are Deaf or hard of hearing

- People with visual impairments

- People with learning disabilities

- People who have had a stroke or dysphasia

- Carers of people with communication impairments


Project Overview E&V visits were conducted to seven emergency departments:

- Queens Hospital, Romford

- Royal Free Hospital

- Newham Hospital

- Royal London

- Whipps Cross University Hospital

- North Middlesex University Hospital

- Homerton University Hospital

One outpatient department

- Newham Hospital (aborted)

Eight ‘mystery shoppers’ reported on their experiences to different health and social care services across the 13 boroughs


Project Overview

So far, we have: – Delivered E&V training to 22 volunteers with communication

impairments

– Delivered Mystery Shopper training for 30 people

– Conducted 8 E&V visits

– Completed reports on our findings and recommendations and sent it them to individual hospitals

– Organised two stakeholder conferences to share learning

– Developed a series of accessible videos highlighting the work

– Been recognised with three national awards for the work


Aim

To evaluate access for people with communication impairments

Test staff impairment awareness

Identify and share good practice with other Trusts


Method

Announced Enter & View visit

Provided Trust with brief information about the visit

Volunteers worked with local Healthwatch’s to devise the questions to ask


Structure

Assess patient pathway from reception through the department


Findings

In-house communication teams

Policies

Database

Impairment awareness training


Findings

Use of accessible communication books

Fire emergency – flashing lights

Buzzer/Pager systems


Recommendations


Communication support All hospitals should have a contract with a BSL

interpreter provider

Communications book should be available in reception

Pagers are rolled out

Reduction in relying on family members and care workers

AIS requirement: Ask people if they have any information or communication needs and find out how to meet their needs.


Database

Patient data systems should record the number of patients with impairments

The database should have a flag up system to alert staff of patient’s needs

AIS requirement: Record patients needs in a set way. Highlight a person’s file so it is clear that they have communication needs.


Training

Staff members should receive deaf awareness, visual impairment and disability equality training


Policies and procedures

Develop policies and procedures for supporting patients throughout their visit

Develop a procedure for communicating during MRI/ CT scan


Outcomes

Reviewing the use of pagers in many of the hospitals visited

The use of Communications books is more widespread

Policies are being reviewed and updated

Databases are being updated to include access information

More patients with communication impairments are being invited to become more engaged in the monitoring of services

More training is being developed and offered across the services


Recognition

Healthwatch England Awards: National Compact Awards: Diversity & Inclusion Advancing Equality Partnership Working


Thank You

[email protected]

mailto:[email protected]

Helping you speak out for stroke€¦ · Mystery Shoppers Led to increased awareness amongst NHS...

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