Health Roadshow

2017

Contents

1. Acknowledgements

2. Introduction

3. We Make Southampton

4. Our objectives

5. Where did we go

6. Who was involved

7. What did we learn

1. Main themes

2. Results of survey

3. Compliments and positive experiences

4. Patient stories

5. Information distributed

6. Conversations and advice

7. Responding to feedback

8. Outputs and outcomes

8. Feedback from partners

9. Recommendations

Acknowledgements

We would like to thank all of the individuals and organisations who have taken part in our

roadshow and shared this experience with us.

Introduction

• Our CCG is committed to working with its communities to ensure services meet the

needs of local people. We want to ensure that information and opportunities for

involvement are available and accessible and that we reflect our diverse population

needs in all our work and commissioning decisions.

• We use a range of approaches to enable different groups and individuals to be

engaged and are constantly looking at ways to engage more people.

• Work with a new local social enterprise, “We Make Southampton” presented us with

the ideal opportunity to try out another method of engagement, particularly in areas

of deprivation across the city, and in February 2017 our roadshows were launched.

• Our report describes the range of activity undertaken, the range of partners and

individuals involved and, most importantly, the valuable insight and experience of

local people living across the city.

We Make Southampton

• “We Make Southampton” is a community journalism organisation, reporting online

the facts, events, and developments within the Southampton City Council

boundaries.

• We Make Southampton aims to tell stories that meet the needs of our citizens living

in SO14 to SO19.

• Research and map Southampton’s untapped human potential and resources,

connecting people with opportunities to make a positive difference.

• Transfer reliable knowledge, to the wider public, empowering citizens to engage in

an assertive and positive dialogue with local decision makers.

Our objectives

• Promote self management Aligned with:

• Primary Care Strategy

• QIPP (Quality Improvement Productivity Prevention) scheme for urgent care

for adults and children

• Promote urgent care options

Aligned with:

• Urgent care priorities

• QIPP schemes

• Promote cancer screening Aligned with:

• Cancer priorities

Our objectives

• Increased engagement Focusing on:

• Clinical engagement

• Areas of deprivation and isolation

• Increased engagement in the west of the city

• Identify new community and support groups which contribute to the health

and social care agenda

Aligned with:

• Better Care programme

Our objectives

• Listen and gather views and feedback

Focusing on :

• Patient experience

• Sustainability and Transformation Partnership (STP)

• Patient stories

• Work in partnership Focusing on:

• Working as a whole system

• Building relationships with key stakeholders

Where did we go?

Lordshill Library

All Saints Church, Millbrook

Newlands Primary School

Sure Start, Pickles Coppice

Millbrook Christian Centre

David Lloyd Gym,

Frogmore Lane

Maytree Nursery

and Infant School

Montague Avenue, Sholing

University of Southampton

Hinkler Road, Thornhill

Chamberlayne Leisure Centre

Weston Shore Infant School

Antelope Park

Meggeson Avenue,

Townhill Park

Guildhall Square

Royal South Hants Hospital

Drayton Close, Weston

The Bargate

Bitterne Park Triangle

Vanguard Road, Bitterne

Mela Festival, Hoglands Park

Who has been involved?

Health

professionals:

Dr Pritti Aggarwal

Dr Shiba Qamar

Dr Chris Budge

Dr Ian Ward

Dr Zaid Hirmiz

Dr Emma Davis

Dr Sue Robinson

Regional Pharmacy

Manager, Day Lewis

Pharmacy

What did we learn?

Main Themes

• Concerns about particular GP practices

• Lack of knowledge about NHS 111 and other local services

• Difficulties in getting GP appointments

• Lack of knowledge about booking GP appointments online and telephone,

online consultations and extended hours appointments (the Hub)

• Concerns about young people’s mental health - e.g. large numbers of peers on

anti-depressants.

• Not enough information and awareness about the dangers of legal highs.

• Concerns about adequate resources being available for mental health services

• Concerns raised about eye services including opticians and eye casualty

• Concerns about some aspects of oncology services e.g. lack of dignity,

cancelled appointments.

• Feeling listened to e.g. “The NHS offers good medical help but if you have a

worrying health problem then you need to feel listened to, some consultants

are not good listeners”.

• General themes included; concerns about bed blocking, privatisation of the

NHS, council’s social care budget, transport and parking, future of domiciliary

care, the future of the NHS.

• How to register with a dentist and access emergency dental appointments

Results of survey

Results of survey

• Below is a list of requests for information from question 2 of the survey (Other

please specify):

– More information about giving blood

– When is it ok to dial 999

– How do we know if we need vitamins? Can we get vitamins on the NHS?

– Sensible eating for children

– Successful weight loss

– More help for disabilities

– First aid training for children, especially grandparents so they know what to do

in an emergency

– Care for elderly people

– How to book GP appointments online

– Services at your local pharmacy

– More information on local Hub

– Gynaecological services in the local community

Results of survey

Results of survey

• Below is a list of requests for information from question 3 of the survey (Other

please specify):

- It’s more worrying when it’s the children

- All of the above in children only

- How to recognise other more serious illness coming on

- When partner has a fit

- Childhood rashes

- Fits / Seizures

- Chest pain

- Burns

Results of survey

• Nearly 60% of respondents were from SO14 and SO15 postcodes

• In the word cloud below, the larger the font shows a higher percentage of

respondents from that area.

• Over 100 women responded to the survey

• Highest number of respondents were between the ages of 30-39

• Increased engagement with members of the public aged between 20-29 (23% of

respondents)

• Just under 10% of respondents considered themselves to have a disability

• 47% of respondents were from a white British background, 20% of respondents

were from a Asian background.

Results of survey

Satisfaction with the staff and care received at Southampton General Hospital.

People generally happy with the care they receive and appreciate the NHS.

Satisfaction with the majority of GP practices in the city.

Good experiences of NHS111, Minor Injuries Unit, extended access GP

appointments (Hub), Steps to Wellbeing.

Good experience of emergency dentist.

“I’m well looked after by the NHS”

“Screening services are great – I had a thyroid scan and they detected prostate

cancer”

“Fantastic care at the NHS treatment centre”

“NHS services are extremely good and especially when one considers they are free to

everyone at the point of access – many countries would appreciate this opportunity”

Compliments and positive experiences

Patient Stories

Fifteen people shared individual patient experiences with us. Each one of these

cases was referred to our Patient Experience service for investigation or advice.

• One lady visited the bus who had recently moved to the city with her young son.

She also lost a close family member shortly after the birth of her son. She wanted

advice on how to register with a GP practice, maternity exemption and information

on local mother and baby groups. Shortly after she visited further information was

emailed to her about local NCT branch and other mother and baby groups. This

lady came to another roadshow at Sure Start centre and confirmed that she had

registered with a GP practice and had visited a few local mother and baby groups.

At the Sure Start roadshow she spoke to a GP and Healthier Together who

provided her with further information regarding a childhood illness. She was also

able to attend a health visitors weigh-in clinic whilst at the centre.

• During one of our visits a patient explained he was anxious and depressed.

As a mental health service user he was due to attend an assessment regarding his

DLA and he felt he would not be able to cope with the process. He explained that if

he failed the assessment he would ensure his affairs were in order and bills paid

and then commit suicide. He stated that having made failed attempts in the past he

now knew how to manage suicide effectively.

We asked the patient if having someone to accompany him to the assessment

would be helpful and he said it would but he did not know where he would find

someone willing to do so. Arrangements were subsequently made for an Advocate

from Solent Mind to accompany this patient and the assessment went ahead

successfully.

Afterwards, the patient said he had walked along the road where the Health

Roadshow bus had been parked many times in the past and never seen such a bus

before. Seeing the poster offering NHS help on the side of a parked bus with an

open door gave him hope for a final opportunity to seek help. He felt as if his life

had been saved because of this chance encounter.

Patient Stories

Information distributed

• Over 2000 information leaflets were distributed by the CCG. In addition various

agencies also handed out their own information and advice leaflets. Materials

included:

o Southampton health services leaflet

o NHS 111 cards

o Healthier Together cards and information including use of the app (child

health website)

o Dental Helpline cards

o Minor ailments service

o Patient Experience leaflets

o Change 4 life information

o Cancer screening leaflets

o Information on mental health services

o Information on sepsis

o NHS Constitution

o Lifestyle advice leaflets

• Local services - e.g. minor injuries unit, NHS111, No Limits, GP online services, GP

Hubs

• Lifestyle advice and concerns - e.g. depression and stress, eating disorders, flu

vaccinations, information and support for children

• Volunteering opportunities

• Personal health budgets

• Signposting

Conversations and advice

• MIU and 0-2 year olds – Lack of clarity of whether 0-2s could go to the MIU, as a

result of this we have now lifted the age restriction and Care UK will be issuing a new

public information leaflet to ensure people know that they see 0 – 2 year olds.

• Continuous programme/campaign to promote NHS111, pharmacies and other local

services. Calendar of engagement activity produced.

• No Limits joined the roadshow so that they could discuss mental health with young

people. Two Secondary schools have agreed for the roadshow to go to their schools

in the autumn.

• Programme of awareness raising planned to help patients to access GP

appointments online. This programme includes workshops with service user groups,

plans to have GP practice screens, talks to range of community groups and support

groups, e.g. Pensioners Forum etc.

Responding to feedback

• Fact sheet produced on role of CCG.

• Concerns about GP practices registered with our Quality team to be included in their

current review and monitoring of GP practices.

• Senior commissioners informed about specific concerns in some services to be

included in their contract review meetings.

• Greater promotion of Patient Experience service.

• Information packs produced for Housing Tenants.

• Community engagement event planned for October 2017.

• Legal High comments referred to Public Health & Substance Misuse Team.

• Access to dental services via NHS111- comments fed back to service.

Responding to feedback

• Increase in network members by 58 members

• Patient stories – people have offered to share with our Board

• Two people signed up to quitters

• Two patients registered with dentists

• 164 Surveys completed

• 60% increase in number of enquiries / issues to Patient Experience Service

• Reached seldom heard and isolated patients

• Sign posting to services (including non-NHS)

• One person signed up to Health Trainers to lose weight

• Identified new community groups which support the health and social care agenda e.g.

breakfast club, soup kitchen

• 38 blood pressure checks undertaken by the Stroke Association

• Videos and interviews undertaken with visitors to the bus, including health professionals

• Two safeguarding vulnerable adults issues identified and investigated

Outputs and outcomes

• “I think the concept works best in busy areas or at an event where there is plenty of

footfall”

• “I think going out to residential areas is a good idea, as it enables us to reach people

who we wouldn’t have engaged with otherwise but we would catch more people out

and about in nicer weather”

• “It was a good way to meet people from other organisations/charities who were also

on the bus and I’d be keen to support future roadshows”

• “So far I have been on the bus three times and I think it is a great engagement tool.

Basically, it is hard to be on the street sometimes and the bus offers a good way of

doing this particularly at places like supermarkets, shopping centres or schools. It’s

different and offers opportunities to do things differently.”

• “I think the community journalism approach is good – recording stories as you go,

finding views on health and health services etc. which can be filmed, recorded and

uploaded is fun and valuable”.

• “We found it to be a useful engagement tool however footfall on some occasions was

limited”.

• “For future, maybe fewer locations but with a clear comms and purpose message”.

Feedback from our partners

• “Networking is always good, and it was a great opportunity to work with other NHS staff

members”

• “It was easier to get people on the bus when we could offer something – e.g. come and

have your BP taken”

• “I didn’t speak to many people but had some really interesting feedback about NHS111

over the weekend which I fed back to the service. I’d love to take part in future

roadshows”

• “It was really useful for me to meet other like-minded people working in the health area

in Southampton. I made some good contacts and learnt about other services etc. I

also enjoyed meeting members of the pubic that would not have been aware of our

services until we met. Some of the locations/times were obviously better for greater

footfall “

• “We felt that the publicity for each event could have been better”

• “I enjoyed the afternoon I attended at the RSH – it was a good opportunity to meet

people from other services – I look forward to hearing of future dates and venues”

• “I really enjoyed the opportunity to engage with the population and learn of their

experiences. Happy to support any future events.”

• “The roadshows are a great way to get back out and talk to people we wouldn’t

otherwise engage with” (GP)

Feedback from our partners

• “I think the bus looks like any other bus in Southampton and trying to make it stand out

was quite hard.

• “I found this to be a good idea and one we would be happy to be part of/support again in

the future”.

• “It was great to be able to promote community pharmacy as a place to go to first for

health advice.”

• “The community interaction with the church was very useful and especially for us at

UHS means we now have another partner in the community we can work with for

engagement/interaction in the future.

• “It was fantastic seeing the enthusiasm of many of the staff involved with the session!”

• It was really useful from my perspective to be able to speak with people about issues

they may have had with the hospital (including parking) and help make them more

aware about the positive changes we have in place to improve services and the hospital

environment/visiting experience for them. I liked that if we then had a query which was

better suited to be answered by the CGG, they were there and could be signposted to”

Feedback from our partners

• The Health roadshows should be an annual event

• The roadshows to take place during spring/summer

• Fewer venues e.g. one per month

• Clear objectives for each particular venue

• Comprehensive publicity and promotion of events

Recommendations