Public Session PATIENT/PUBLIC ... - NHS Rotherham CCG Body...Airedale NHS Foundation Trust 79 3,897 2.0% 95% 5% Barnsley Hospital NHS Foundation Trust 24 5,936 0.4% 96% 4% Bradford

Page 1 of 9

Public Session

PATIENT/PUBLIC ENGAGEMENT AND EXPERIENCE REPORT

NHS ROTHERHAM CCG

4 December 2019

Page 2 of 9

CONTENTS

1. WHAT WE ARE HEARING ........................................................................................ 3

2. FRIENDS AND FAMILY TEST – September ............................................................. 5

3. OTHER WORK & CONTACTS - October-November ................................................ 8

Page 3 of 9

NHS ROTHERHAM

1. WHAT WE ARE HEARING Re-ablement and Intermediate Care During October, we have had several strands of activity happening, which will feed into the re-ablement and intermediate care work; the information below is a snapshot of the current work, which is still in progress. Healthwatch Interviews Healthwatch Rotherham was commissioned to carry out a piece of work that would inform the re-ablement and intermediate care workstream; it was agreed that the most appropriate format would be a series of semi-structured interviews carried out in Lord Hardy Court and Davies Court. During October, Healthwatch spoke with 15 people, and generally, the experiences were very positive, with praise for the system. Without exception, people’s preference was to be at home, but for the majority this would not have been possible without some additional measures and interventions. Healthwatch have also reflected to the PPE manager that a number of the people had been impacted following changes in circumstances such as bereavement; and that many of those interviewed had needed care and support as a result of falls. An example of this is Marilyn, who 3 years ago was living what she thought was the idyllic life, her husband was retired and they were living a good life in a cottage in a rural local village. However, two years ago her husband suddenly passed away. This had a massive impact on Marilyn and she has over time seen a decline in her own health to the stage where she could no longer manage and is repeatedly falling. Healthwatch raise the question as to how we can get to these people earlier and provide preventative measures and encourage people to seek support prior to crisis. Sample interview - Marjorie (82), Lord Hardy Court Marjorie is 82 years young and can normally be seen driving around Rotherham in her sports car or chasing her cat around the local woods. Marjorie currently lives alone in a house that she has lived in for many years, the house has been extended over time and hence there are different levels on the ground floor. Due to a misjudgement on her part Marjorie slipped and fell at home and had to be admitted to Rotherham Hospital, after a 2 day stay in hospital she was discharged to Lord Hardy Court where she arrived the day before our visit. Prior to her fall Marjorie was very independent and needed no support to go about her daily living. She was more than capable of doing her own shopping, cooking and cleaning and has regular contact with family members. She was amazed that places like Lord Hardy Court exist and are provided by the council. She was given all the information she needed before she left Rotherham Hospital and she feels that she was involved in the decision to go to Lord Hardy Court and this was the best decision as she currently has limited mobility (which is improving daily with physio). At home her bathroom and bedroom are located upstairs which she wouldn’t be able to manage in her current state, but she is hoping to be home in the next few days as her mobility improves. Once she is able to climb stairs again, she feels that she will be able to go home and manage on her own, she doesn’t feel as if she needs “carers”, but would like the security of someone “popping their head around the door” on a daily basis just to make sure everything is ok. She is also considering using the RMBC alarm pendant system just in case something happens again.

Page 4 of 9

System Pathway Workshops November 2019 - Summary

There were over 80 attendees across 2 workshops including partners (TRFT, RMBC, CCG, Hospice, VAR and RDaSH), GPs and community physician, TRFT and RMBC impacted staff groups, Age UK and Home Care project team. The events were open to patients and publics, and had one attendee from a PPG. Below is a brief overview from a vast amount of feedback, which is still in the process of being analysed.

Themes:

All groups were supportive of the overall rationale, home first ethos and the proposed pathway.

Many benefits acknowledged, including getting people on the right pathway sooner, reducing duplication, reducing the need for long term care, breaking down silo working, and ensuring better access and flexibility for people.

There are many opportunities to look at shared systems, paperwork and processes, and to include the third sector in this; also to consider information, including existing directories and the Rotherham health app; and to understand each other roles.

The need to target work ‘upstream’ to address isolation and identify/address issues before crisis and to promote wellbeing.

The benefits of a whole system approach, how can the third sector, housing, and local communities add value, possibly linking in to primary care networks as they develop.

Consider testing the pathway using patient notes.

Although the Healthwatch stories are very diverse and the workshops well attended by a wide variety of staff and third sector organisations, we know that we still need to reach other perspectives to inform and strengthen this pathway, and are currently seeking contacts with BME organisations and with Age UK to hear the voices of more people and carers.

Page 5 of 9

2. FRIENDS AND FAMILY TEST – September

The national infographic is here https://www.england.nhs.uk/wp-content/uploads/2019/11/fft-patient-summary-september-19.pdf

https://www.england.nhs.uk/wp-content/uploads/2019/11/fft-patient-summary-september-19.pdf

https://www.england.nhs.uk/wp-content/uploads/2019/11/fft-patient-summary-september-19.pdf

Page 6 of 9

TRFT Overall, TRFT received 2,357 ratings in September, with only 33 negative responses, just over 1% of the total number of responses. Of these, only 20 negative responses contained comments. 3 of these were around the UECC; all related to waiting time:

Acute Medical Unit

Extremely Unlikely So noisy and chaotic.

Acute Medical Unit

Extremely Unlikely

Poor information provided to me after waiting 4 hours to see the medical team after already being in UECC waiting room for 4 hours. Eventually was seen and placed in a room with someone else until Doctor examined me. Heard nurses talking about others - breach of GDPR. Very noisy on AMU!!

Acute Medical Unit

Unlikely My stay is unpleasant and messed about. I am disgusted with the way I've been treated. Heads will roll as they are discriminative to me.

Acute Medical Unit

Unlikely Staff wise ok. Disturbed nights whilst on ward.

Acute Surgical Unit

Unlikely ASU - changed minds 3 times about an operation on removing teeth and draining abscess and never knew what was happening. Told several different things on several different occasions.

Acute Surgical Unit

Extremely Unlikely

ASU - poor care, negligent service including from senior staff. Complaint made and will be followed up. Hope I never end up back in ASU.

B5 Unlikely The way (not staff, there are some brilliant Nurse) - it's some of the main Doctors that treat you like a piece of meat and you're an idiot, if in your 80's, but when it's your pain, you have to put up with some of the top Doctors attitude towards you.

Acute Surgical Unit

Unlikely Bathroom and toilet facilities inadequate and unclean. Food not good at all. Most staff good just doing what they can with limited resources.

B5 Unlikely Food/staff lovely, no health options. Was always clean and tidy. Medication records not clear, medication mix up's/not available! Nurses lovely and sorted out issues as they could, but also moved around a lot. All new staff one day and no one knew anything?? Too much noise at night. Do not feel rested after stay, felt worn out due to lack of sleep.

B5 Extremely Unlikely

The service was great, but at times you would get ignored and be waiting for something for a very long time before you have to buzz again, for them to get you what you asked for.

The general trends are demonstrated in the graphs in Appendix A.

Inpatient and daycases - response rate of 50% and 1,012 responses, solid satisfaction at 97%. The extremely high response means that the reflection of positivity is reliable. Maternity - 195 responses; all positive. UECC - response rate of 1.5%; with 91 responses. Community services - 552 responses received, with high positivity rating of 86% (low result is as result of 66 ‘don’t know’ responses, all in school nursing and likely to be related to vaccinations). Outpatients - 507 responses and over 98% positivity. Across all areas, the main issue raised is waiting time, especially where this is perceived by the patient to be unequal or inappropriate.

Page 7 of 9

Figures for A&E departments across Yorkshire and the Humber are shown below; Rotherham has the lowest response rates across the area. This has again been noted by the TRFT steering group and will be escalated.

A&E Comparator across Y&H Responses Eligible Response

Rate Recommend Would not

recommend

Airedale NHS Foundation Trust 79 3,897 2.0% 95% 5%

Barnsley Hospital NHS Foundation Trust 24 5,936 0.4% 96% 4%

Bradford Teaching Hospitals NHS Foundation Trust

973 8,488 11.5% 91% 5%

Calderdale & Huddersfield NHS Foundation Trust

923 10,225 9.0% 80% 13%

Doncaster & Bassetlaw Foundation Trust

222 13,053 1.7% 98% 2%

Harrogate & District NHS Foundation Trust

325 3,256 10.0% 94% 3%

Hull University Teaching Hospitals NHS Trust

1,222 8,841 13.8% 81% 11%

Leeds Teaching Hospitals NHS Trust 5,216 12,317 42.3% 85% 7%

Mid Yorkshire Hospitals NHS Trust 1,726 12,380 13.9% 94% 4%

Northern Lincolnshire and Goole NHS Foundation Trust

602 9,424 6.4% 79% 11%

Sheffield Children's NHS Foundation Trust

773 4,884 15.8% 82% 11%

Sheffield Teaching Hospitals NHS Foundation Trust

1,579 7,497 21.1% 85% 10%

The Rotherham NHS Foundation Trust 91 6,135 1.5% 95% 4%

York Teaching Hospital NHS Foundation Trust

399 5,562 7.2% 74% 18%

Rotherham GP Practices data for September In September, 6349 responses were received across Rotherham, a similar number to what has been seen previously. 5 practices submitted no data at all.

Across Rotherham, 9 practices had positivity ratings under the national average of 90%; the majority only slightly lower and none lower by more than 8%.

This data is routinely shared with the primary care team; and feeds into quality reports.

Note: Comments for GP practices are not routinely seen or reported on to the CCG, or any cross practice thematic analysis carried out.

Mental Health/RDASH In September, 196 responses were received from over 19,000 eligible contacts; this is similar to previous months, and covers all RDaSH patients, not just Rotherham.

Page 8 of 9

3. OTHER WORK & CONTACTS - October-November

Volountary Action Rotherham (VAR) social movement (formerly ‘Be cancer safe’) Meeting and support to develop their new messages, alongside other CCG colleagues. In particular, exploring messages and engagement around diabetes; to link with other ongoing work. Re-ablement and intermediate care We commissioned Healthwatch Rotherham to carry out a series of interviews with people in Lord Hardy and Davies Court; full copy of this is now available from Healthwatch and the PPE Manager. Staff leading on the project organised 2 workshops to consider the pathway; with excellent attendance

from staff across the partners, and from the community sector. The sessions also highlighted a clear willingness and alternative options to increase public engagement, which will be taken forward.

ICP Comms and Engagement Workshop This workshop was organised by the communications lead; and independently facilitated; and will inform the ICP communications and engagement strategy. Older Peoples event – wellbeing in later life Organised by the third sector; support to the event through table facilitation. Respiratory Pathway Ongoing support to the engagement element of this work. The engagement has been summarised in a report format; and a display created for Breathing Space. These are available on the CCG website. Mental health small grants Support to the small grants allocation process for round 2, and compilation of the evaluation of round 1 in a report. Elements have also been displayed in Oak House, and the report circulated to key parties and made available on the CCG website. Diabetes Work with the CCG and the Diabetes Steering Group to ensure that the voice of people with diabetes is

used to influence the pathway and helps is to resolve areas of concern. We are finalising a paper and

electronic survey for patients; we hope that this will be out through practices, PPGs, through the clinics

and potentially the VAR social movement.

PPG Network – November

Preparation for the November meeting, which focussed on Mental Health.

SYB ICS Engagement leads meeting

The engagement leads from the CCGs and the ICS meet informally bi-monthly, and in November

discussed Gluten Free products, and potential for engagement or consultation; ‘optioneering’ - this is a

resource that could be used in formal consultations to give robust and transparent process for selecting

options for consultation; the engagement assessment process for 2020.

Page 9 of 9

IAF – engagement indicator Guidance on the next years engagement assessment is expected imminently; a series of webinars have been arranged to look at using the last years assessment as a basis for improvement; we have attended as many of these as possible; and where we are unable to do so; will liaise with SYB colleagues to ensure we have access to any relevant content.

TRFT recruitment of Engagement and Equalities lead – support to shortlisting and selection.

Sue Cassin Helen Wyatt Chief Nurse Patient and Public Engagement Manager

December 2019

Inpatients & Emergency Department - Response Rate & Positive Score

Day Cases - Response Rate & Positive Score Outpatients - No. of Responses & Positive Score

The Rotherham NHS Foundation Trust - Friends and Family - Trending Graphs - 2019-20

90.9% 89.5% 89.4%

95.8%98%

94.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20

Po

siti

ve S

core

Re

spo

nse

Rat

e

Emergency Department

Response Rate Positive Score

98.7% 97.7% 97.9% 97.8% 98%95.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

10%

20%

30%

40%

50%

60%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Inpatients


99.2%99.1% 99.7% 99.7% 99.7% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Day Cases


98.7% 97.9% 97.2% 97.5% 97.8% 98%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

150

300

450

600

750

900

1050

1200

1350


Po

siti

ve S

core

Nu

mb

er

of

Re

spo

nse

s

Outpatients

Number of Responses Positive Score

Maternity Services - Response Rate & Positive Score

Maternity Services - Response Rate & Positive Score


100% 100% 100% 100% 100% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

10%

20%

30%

40%

50%

60%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Antenatal Community


100% 100% 100% 100% 98.5% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

10%

20%

30%

40%

50%

60%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Delivery Suite


100% 100% 100%100%

100% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0%

10%

20%

30%

40%

50%

60%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Postnatal Ward


96.7% 97%100% 100% 100% 100%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

0%

10%

20%

30%

40%

50%

60%


Po

siti

ve S

core

Re

spo

nse

Rat

e

Postnatal Community


COMMUNITY SERVICES - Response Rate & Positive Score


95.3%89.9%

93.4%98.6%

100%

73.3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

50

100

150

200

250

300

350


Children & Family Services


100% 100%

0%

100% 100%

0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

20

40

60

80

100

120


Community Inpatient Services


100% 100% 100% 100% 100% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

50

100

150

200

250

300

350


Community Nursing Services


99.3% 99.2%

99.3%

100%99.2%

100%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

0

50

100

150

200

250

300

350


Rehabilitation & Therapy Services


100% 100%100% 100% 100% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

50

100

150

200

250

300

350


Specialist Services


93.8%

100%100% 96.6% 100%

94.8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

50

100

150

200

250

300

350


Community Dental Services


Community Services 2019/20 Positive Scores


Children & Family Services 95.3% 89.9% 93.4% 98.6% 100% 73.3%

Community Inpatient Services 100% 100% 0% 100% 100% 0%

Community Nursing Services 100% 100% 100% 100% 100% 100%

Rehabilitation & Therapy Services 99.3% 99.2% 99.3% 100% 99.2% 100%

Specialist Services 100% 100% 100% 100% 100% 100%

Community Dental Services 93.8% 100% 100% 96.6% 100% 94.8%

Quarter 1 Quarter 2 Quarter 3 Quarter 4

70%

75%

80%

85%

90%

95%

100%

Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19

Community Services 2019/20 Positive Scores

Children & Family Services Community Inpatient Services Community Nursing Services Rehabilitation & Therapy Services Specialist Services Community Dental Services

Documents

Public Session PATIENT/PUBLIC ... - NHS Rotherham CCG Body...Airedale NHS Foundation Trust 79 3,897 2.0% 95% 5% Barnsley Hospital NHS Foundation Trust 24 5,936 0.4% 96% 4% Bradford