To receive a presentation and progress update from Dianne Barham – HealthWatch Director

The Director, HealthWatch Tower Hamlets, introduced the report advising that the data reported was based on comments collected from the following sources: online HealthWatch website, Rate Our Service workshops and telephone feedback interviews and also contained analyses of patient feedback from the following clinics; sexual health, renal unit, fracture clinics outpatients, and cancer clinic at Barts Hospital.  She advised that the report would be analysed to identify key issues and develop monitoring tools with which to measure improvements from the Clinical Commissioning Group (CCG).  These data would be shared with the Health Scrutiny Panel to support further mutually beneficial scrutiny.

The top 10 concerns identified in the period July – September 2013 were listed at page 34 of the agenda and these issues raised with CCG. 

The following common complaints were also noted:

• Shortage of beds/staff – there were concerns regarding levels of care on specialist wards
• Accident and Emergency – there were concerns with popularity/mis-use of A & E services
• Food – there were complaints regarding quantity, temperature, special diets and help with eating.
• Hospital (building) mapping – users with disabilities were unable to easily navigate hospital buildings – better signage was needed
• Hospital Transport – there were complaints relating to excessive waiting times and a lack of communication between drivers and passengers
• Discharge – there were issues around timings of patients discharges
• Complaints – the complaints process was not clear nor was it clear how complaints would improve services

In discussion the Panel noted the following matters:

• A Panel Member observed that the report revealed the nature of day to day processes/activity in delivering services
• The HealthWatch Tower Hamlets representative made a verbal submission:  He observed that there had been better patient participation and input in the HealthWatch exercises.  However he was concerned that Barts Patient Engagement Forum offered no mechanism where the public might speak with Barts management but, in his view, regarded HealthWatch as a substitute for patient engagement.  He clarified that this in fact was not the role of HealthWatch. 

• The dashboard format would be revised to better indicate period movements.
• The ratings scale ranged from levels 1-5 and was designed to track whether people's experience of care was improving or deteriorating.
• The response period for any recommendations or information requests to Barts was 20 days.  The Director noted that Barts was not presently providing feedback or responding to HealthWatch recommendations and that HealthWatch planned in future to pursue these more effectively
• Feedback regarding “information sheets” indicated that these were too detailed and focussed on clinical accuracy but they did not give patients the facts that they needed to know.
• Hospital Transport – the Panel was informed that there were transport issues around lengthy waiting times but could be readily addressed by facilitating communication between the drivers and patients relating to collection times and any travel delays.
• Incontinence Service - The Service Head Commissioning and Strategy advised there would be a review of all of the provision in the Borough and all input would be welcomed.  Comments should be made through the Deputy Chief Officer, Tower Hamlets Clinical Commissioning Group

The Chair advised that, in view of the comments regarding patient engagement, Barts should be invited to attend the March Health Scrutiny Panel to discuss this matter.  Additionally the Panel's response should also be made at this meeting and therefore an item also added to the agenda.

RESOLVED

That the report to be noted.

Action by:

TahirAlam / Sarah Barr (Strategy, Policy and Performance)