Spring 2014 newsletter

In June last year we asked as many local people as possible to fill in our consultation survey to identify what people felt should be on our first work plan.

Work is still ongoing on the three issues which you felt should be our priorities: discrimination against disabled people, loneliness and who’s who in health and social care.

However, we are now carrying out another consultation survey to identify the work plan priorities for our second year. We’re also taking this opportunity to find out how familiar you are with some of the work we’ve been doing in our first year.

A copy of the survey is enclosed with this newsletter. Additional paper copies are available from the Healthwatch York office. It can also be downloaded from our website. If you need the survey in any other format, please contact the office. Completed questionnaires need to be returned by 30th May 2014.

Your way to influence healthand social services in York

What should we look at next?

Issue 3Spring 2014

Springtime is a great time to turn over a new leaf - get out and about, get in shape for the summer and make some healthy changes to your lifestyle.

Your local pharmacy (chemist) can advise you on strategies for kicking the smoking habit, give you some ideas about taking more exercise and give you tips on healthy eating.

Your local pharmacy can also help you with advice on travel vaccines if you’re planning a trip abroad this Spring and hayfever remedies if you’ve already started sneezing.

Whitworths and Boots are Healthwatch York Pharmacy Partners. Turn to pages 8 and 9 to find out how they can help you with minor ailments, allergy symptoms and much more.

Spring has sprung!

Welcome

2 | Healthwatch York | Spring 2014

Comment from our Chair

With the clocks going forward and signs of Spring emerging the Healthwatch York staff and volunteers are getting ready to dust off the Healthwatch frisbees and start getting out and about again.

This will include attending a range of community events – from fairs and festivals to carnivals and coffee mornings. It’s a really effective way of meeting lots of people, letting them know about Healthwatch York and finding out what they think about local health and care services. This year we will be introducing our ‘wellbeing willow’ and inviting people to turn over a new leaf to improve their health and wellbeing.

To make all these events and activities a success, we rely on our volunteer Community Champions. Community Champions are the face of Healthwatch York – they help people find out about local health and care services and gather information about peoples’ experiences.

Could you be a Community Champion? If you enjoy meeting people, are a good listener and can spare a few hours of your time, Healthwatch York would love to hear from you. You could be a Community Champion in your local neighbourhood, at your place of work, at college or any other community.

If you’d like to become a Healthwatch York volunteer and join a team of people who are keen to help make a difference to the wellbeing of local people, do contact the Healthwatch York office.

John Clark Chair, Healthwatch York

Hearing from parents of disabled childrenChildren and Inclusion (CANDI) and Healthwatch York held a joint event to discuss parents' experience of health care for disabled children

What does it feel like to be a disabled person in York?Student social worker Emma Hersey has joined us to work on a report into discrimination against disabled people

How are we doing so far?As we near the end of our first year of operation, we are assessing our performance to date.

NHS Care Data programmeNHS England has postponed this programme for six months amid widespread public concern

Pharmacy FocusWhitworths and Boots are our Phramacy Partners

Healthwatch York hits the headlines with our first reportWe reported on access to health and social care services for Deaf people.

Help and adviceServices and activities in your area

Care and CommunityNews for people who care for others

Healthwatch York PartnersThe voluntary and community sector organisations putting people at the heart of health and social care services.

Contact usWe'd love to hear from you!

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News

Spring 2014 | Healthwatch York | 3

CANDI (Children And Inclusion) are members of the Healthwatch York partner programme. In early February CANDI and Healthwatch York held a joint event at the Novotel in York for parents of disabled children.

Healthwatch York manager Siân Balsom welcomed everyone to the event and gave a brief introduction to Healthwatch York.

Sheila Davies from Contact a Family spoke about parent forums influencing health services. Sheila presented a number of success stories about parent participation around the country.

Smaller group discussions were then led by the NHS Vale of York Clinical Commissioning Group (CCG) to gather feedback from parents about their experiences of the Out of Hours service.

Finally, there were more general group discussions about issues of concern based on the parents’ experiences of health care. The

issues included health passports, staff training, play team, appointments, communication within hospitals, communication between hospitals, occupational therapy support in schools and continuity of care.

A number of issues were raised which have been added to Healthwatch York’s issues log. In addition the CCG and Healthwatch York are in the process of arranging another meeting with CANDI parents to find out more about some of the issues which were raised.

If any other parents of disabled children would like to share their experiences or concerns with us, please contact the Healthwatch York office.

Hearing from parents of disabled children


What does it feel like to be a disabled person in York?One of the items on our work plan this year is discrimination against disabled people.

We’re really pleased that Emma Hersey, a student social worker from the University of York is now working with us on this issue.

Emma is with us for 2 days a week until the end of June. She has lots of skills and experience which will enable her to do this piece of work – she will be holding focus groups and pulling together a report.

‘I’m really excited about this project! I’m very interested to hear about peoples’ experiences and hopefully improve services for disabled people in York’ says Emma.

We have organised a joint event with York Independent Living Network (YILN), 9.30am to 1pm on Monday 12th May at Priory Street Centre.

At the event we want to hear about the experiences of disabled people in York. If you would like more information about the event, or if you are unable to attend but would like to tell us about your experiences, please contact Emma.

[email protected] 01904 621133

Joining up health and social care – the Better Care FundThe Better Care Fund is not new money, but is a pooled budget to improve the ways health and social care services work together.

It was launched by the Government in June 2013 and was previously known as the Integration Transformation Fund. The vision is to create a health and social care system with residents at the centre, and with support that is joined up around them.

The Better Care Fund is a real opportunity for change, so that people receive the right care and support at the right time, in the right place. It will come into effect in April 2015.

What are the main aims of the Better Care Fund?

• Improved services even though there is greater demand and less money

• People cared for in their own homes, reduced lengths of stay in hospital

• Help for people to better manage their health conditions

• Spending money on supporting people to live well in their communities, to prevent them needing costly health or social care services later

York Health and Wellbeing Board, City of York Council and NHS Vale of York Clinical Commissioning Group (CCG) have submitted their initial Better Care Fund proposals to the government.

York’s draft plan proposes a transformation of the local health and social care system focusing on three main elements:

• The development of local care hubs of health and social care staff who will rapidly assess and diagnose issues and needs to enable people to remain at home or return there at the earliest opportunity

• Shared Care Records, so people only have to provide their details and case history once

• Single Point of Contact – a health or social care lead who takes responsibility for the individual as they move between services

Healthwatch York

Pictured above: Siân Balsom, Healthwatch York Manager (left), with Emma Hersey.


Community Conversations - A new way of getting in touch with the CouncilIn a recent survey residents of York suggested that they need a better, more accessible way to engage with City of York Council

Throughout 2014 Community Conversations will increase the opportunities for residents to have contact with the council.

Community Conversations will be held in each ward across the city to give you the opportunity to speak to your ward councillors, the Council Leader and a senior council manager.

The meetings will take place from 6pm to 8pm. Healthwatch York staff and volunteers will be attending as many Community Conversations as possible throughout the year, raising awareness of Healthwatch York and what we do and talking to residents about their experiences of local health and social care services.

A list of the community conversations already organised can be found on the Council website.

Dates for focus groupsAs part of our work on Who’s Who and What’s What in Health and Social Care we are holding two focus groups to find out what you need to help you navigate your way through the health and social care system.

Wednesday 9th April, 5pm-7pm - Priory Street Centre

Tuesday 15th April, 10am-12 noon - Priory Street Centre

If you would like to attend one of the focus groups, please contact the Healthwatch York office to book a place.

How are we doing so far?As we near the end of our first year of operation, Healthwatch York is excited (and a little nervous) to undertake an evaluation project, assessing our performance to date.

This is a requirement of our service contract, but also something that we’re eager to do in the name of continuing improvement. The evaluation will give us 360° feedback on our performance and conduct with key partners including Healthwatch York volunteers, City of York Council, York Teaching Hospital NHS Foundation Trust, Vale of York Clinical Commissioning Group, Leeds & York Partnership NHS Foundation Trust and Healthwatch York Partners.

It will also look at the progress we’ve made against our required outcomes, identify current strengths and highlight areas where further work is required. The evaluation will include feedback from the public about their awareness of Healthwatch York.

The evaluation will be carried out by an independent consultant, beginning on 1st April and a report will be completed by 31st May 2014.

Have you seen the recent media coverage of the NHS care data programme? NHS England has now postponed the programme for six months following widespread concerns over the success of its recent public information campaign.

Since the 1980s information has been collected about every hospital admission, nationwide. This information is brought together at the Health and Social Care Information Centre (HSCIC), an organisation created by the Government to manage NHS data.

The information is used to monitor the quality of hospital care, for planning NHS services and for conducting research into new treatments.


News

NHS care data programme has been delayed

Because this does not provide a complete picture of the care that individuals receive, the care data programme has been designed to extract information about patients from their GP.

The data that will be extracted from GP systems includes information on family history, vaccinations, referrals for treatment, diagnoses and information about prescriptions. It will also include biological values such as a

Did you see yours?The leaflets – entitled ‘Better information means better care’ - were not personally addressed, but were delivered in the post as ‘flyers’. Many people felt that because the leaflets were delivered along with pizza menus and broadband flyers they had been ignored or thrown away.


patient's blood pressure, body mass index and cholesterol levels. Personal confidential data identifiers will also be taken, such as date of birth, postcode, NHS number and gender.

Nationwide leafleting campaignNHS England sent leaflets about the care data programme to every household in England during January 2014. The leaflets – entitled ‘Better information means better care’ - were not personally addressed, but were delivered in the post as ‘flyers’. Did you see yours?

A number of people raised concerns with Healthwatch York and the issue was discussed at the Healthwatch York Assembly in January. Many people felt that because the leaflets were delivered along with pizza menus and broadband flyers they had been ignored or thrown away. Some people said they had been looking out for the leaflet, but were sure that one had not been delivered to their house. Even when people did receive the leaflet, most people found that it was unclear about exactly what personal data will be shared and who it will be shared with. The information in the leaflet was not clear enough to enable people to make an informed decision about whether or not to opt out of the programme, or about how to opt out.

Healthwatch York is not for or against the care data programme. But we do believe it should be opt in, not opt out.

We also believe that everyone should have all the information they need to decide whether to share their data. The NHS England information campaign relied solely on a printed leaflet. This raises issues of accessibility, particularly for people with visual impairments, learning difficulties, mental health issues and people whose first language is not English.

We contacted The Press who published our concerns and helped raise public awareness about the care data programme. We also shared our concerns with Healthwatch England.

Overall, nearly a quarter of all local Healthwatch groups received comments and concerns about the programme. Healthwatch England used all this information to make sure the concerns were picked up nationally. Along with the Royal College of General Practitioners and the British Medical Association, Healthwatch England met with NHS England. They shared everything they heard, and as a result, the roll out of the programme has been delayed by 6 months.

Anna Bradley, chairwoman of Healthwatch England, said: "This is a really positive move by NHS England. They have shown a willingness to listen to what the public have to say about the way their health and care services are run."

Healthwatch York would like to thank all the people who took the time to share their concerns about the care data programme.

We will, of course, be keeping a watchful eye on how NHS England plans to make sure the public are fully informed before the programme starts in October.

News

What we think


Health and Wellbeing

Many people make appointments to see their GP, or even go to A&E when they have minor illnesses or injuries which they could potentially treat themselves. The next time you or a family member needs healthcare advice or information, don't forget that you can pop into your local pharmacy (chemist) to access a range of services and checks.

Healthwatch York recognises the important role pharmacies play in helping people get the care and advice they need. Whitworths and Boots are Healthwatch York pharmacy partners

Annette Southerington, Pharmacy Technician at Whitworths pharmacy says: ‘Spring is arriving and at Whitworths we can take care of all your minor ailments and allergy symptoms. If you’re planning to travel this spring we’ve got some exciting new services.’

Our travel clinic is run by a premier provider of travel health services. Our pharmacist will provide expert travel health advice and vaccines for all your travel needs.

• same day or walk in appointments• free travel consultations• all ages seen from 9 months• full range of vaccines in stock• antimalarials dispensed on site• yellow fever registered centre

Pharmacy focus

Whitworth’s Pharmacy staff (left to right) Annette, Delia, and June. You can visit Whitworth's friendly, fully trained staff at 275 Melrosegate or phone them on: 01904 410987


Health and Wellbeing

Healthwatch York are pleased to be working in partnership with Boots pharmacies across the city. Boots have agreed to stock our leaflets and flyers and we will be working with them on specific events and health campaigns.

Nicola Arthur, store manager at Boots Monks Cross says “Boots have thirteen pharmacies in York and also have three opticians. We open across the city from 8.30am up until 8pm and one of our stores in the North Yorkshire area also operates a midnight pharmacy. This truly offers our patients a one stop shop for all their healthcare needs.

Care for our patients is at our heart and we offer a number of advice and services in our stores to assist a healthy lifestyle.

We look forward to working together with Healthwatch York and we are happy to stock the Healthwatch York leaflets across our stores and to signpost people to services.”

Boots pharmacies offer a wide range services and advice including:

• Drug User Services• Flu Vaccinations• Travel Vaccinations/Health Information• NHS Stop Smoking Service• Erectile Dysfunction Clinic• Hair Retention Programme• Emergency Contraception• MacMillan Information Pharmacists • Eye Testing• Free Repeat Prescription Service• Disposal of unwanted medicines• Electronic Prescription Service• Promotion of Healthy Lifestyles

Left to right: Annette Mauder, Boots; Siân Balsom, Healthwatch York; Nicola Arthur, Boots Monks Cross Store Manager.

Boots are our new pharmacy partners


Healthwatch York hits the headlines with our first report

In December we published our report on access to health and social care services for Deaf people. The report looks at the discrimination Deaf people face when they are accessing services in York.

This has generated a lot of media interest, both locally and nationally. The report and the issues it highlighted were featured on the front page of The Press at the beginning of February. Yorkshire ITV picked up the story and filmed an interview with Healthwatch York Manager Siân Balsom which was shown on Calendar on 11th February.

The BBC have also been filming in the Healthwatch York office for See Hear - the national magazine programme for the deaf community. The episode featuring Healthwatch York is due to be broadcast in May. If you missed any of the media coverage, you can catch up with it all on the media page of the Healthwatch York website.

Following the publication of our report, Healthwatch England has been asking other local Healthwatch organisations about what’s happening in their areas in order to build up a national picture.

A number of other local Healthwatch organisations have been doing some work on the issues facing deaf people and their findings are similar to ours.

Responses to our report from partners across the city have been positive:Dr Paul Edmondson-Jones, City of York Council’s director of Public Health and Wellbeing said there is equal access to most services but said: ‘This excellent report from Healthwatch shows that there is room for improvement and we will work closely with Healthwatch, local stakeholders and deaf people to further understand how we can make improvements.’

York Teaching Hospital NHS Foundation Trust has now formed an access to services group. The group’s first report, which has now been taken to the Trust’s Equality and Diversity Group for action, mirrors some of the concerns and recommendations made in our report.

We have met with Kathy Clark, Assistant Director of Adult Assessment and Safeguarding at City of York Council. She is taking the recommendations from our report to the Council’s management team to look at ways of improving access to all Council services, not just social care.

Healthwatch York


To look at improving access in GP surgeries we have been in contact with Brian McGregor, the Local Medical Committee (LMC) Liaison Officer for Selby and York. The LMC is the group which represents the views of GPs to any other appropriate organisations. We also met Shaun Macey, the Vale of York Clinical Commissioning Group (CCG) lead on issues affecting GP practices. He is keen to look at accessibility for all, not just deaf patients.

In the light of a recent legal ruling, it appears that responsibility for providing British Sign Language (BSL) interpreters for GP surgeries will rest with NHS England in the future. It’s a high priority for Healthwatch York to meet with NHS England local area team for Yorkshire and the Humber as soon as we can to discuss this.

We’re very encouraged by the reaction to our report, but our work hasn’t ended with the publication of the report. We will continue to work with providers and commissioners to make sure that changes really do happen.

It’s vital that our report makes a difference and helps Deaf people get equal access to health and social care services.

Future eventsLook on our website for our events calendar. It has details of Healthwatch York meetings and events, public events organised by other organisations such as City of York Council and NHS Vale of York Clinical Commissioning Group and events which Healthwatch York will be attending.

Key events from April to June include:

Wed 2nd April, 4.30pm-6.30pm City of York Health and Wellbeing Board - West Offices

Thursday 3rd April, 10am-12 noon NHS Vale of York Clinical Commissioning Group governing body meeting - West Offices

Monday 7th April, 4pm-6pm Healthwatch York Leadership Group meeting - Priory Street Centre,

Wednesday 9th April, 5pm-7pm Focus group – Who’s Who and What’s What in Health and Social Care - Priory Street Centre

Tuesday 15th April, 10am-12 noon Focus group – Who’s Who and What’s What in Health and Social Care - Priory Street Centre

Wed 23rd April, 5.30pm-7.30pm City of York Council Health Overview and Scrutiny Committee - West Offices

Thur 24th April, time to be confirmed Board of Directors meeting - Leeds and York Partnership NHS Foundation Trust Headquarters, Leeds,

Monday 12th May, 4pm-6pm Healthwatch York Leadership Group meeting - Priory Street Centre

Monday 12th May, 9.30am-1pm Focus group – What’s it like to be a disabled person in York? - Priory Street Centre

Healthwatch York

Help and advice


Need a tradesman you can trust or advice about money and benefits?If you’re over 50 and live in the City of York you can contact First Call 50+. First Call 50+ is a free signposting and information service which can put you in touch with the services you need to remain safe, healthy and independent in your own home.

Many of the services are free, but if there is a charge this will be fully discussed with you by the service provider.

First Call 50+ have a home services directory of tradespeople checked by police and trading standards. They can also offer advice about:

• Money and benefits• Housing and accommodation• Community transport schemes to help you

get out and about• Community activities and voluntary groups• Healthcare and social services• Home security and fire safety• Support for carers

First Call 50+ can be contacted on 01904 634061 or by completing the contact form on their website: www.firstcall50plus.org.uk

Activities at The HutClarence Gardens, situated adjacent to York Hospital, offer a breathing space in a busy urban setting with formal gardens, bowling greens and a children’s play area.

The gardens are also home to The Hut - a thriving day centre and social hub for vulnerable and isolated residents. The new activities programme at The Hut is going from strength to strength. Activities are designed for adults with mental health issues, those with learning difficulties, and carers.

Details vary but sessions include local walks, boccia, games, cake and drinks afternoons and band practice.

To find out more:01904 652991 [email protected]

Find services and activities in your local areaYork CVS, the organisation which supports local charities, community groups and social enterprises has launched the York Directory.

The York Directory contains information about all the voluntary and community organisations registered with York CVS.

You can use the directory to:

• Find services and activities in your area• Find support for voluntary, community and

social enterprise organisations • Find venues and meeting space

The Directory is in the York Life section of the York CVS website: www.yorkcvs.org.uk/york-life

First Call 50+

Mon 1pm—3pm Computer SessionTue 12.30—3.30pm Social SessionWed 10.30am—3pm Games SessionThu 12.30—2.30pm Craft Session

2.45pm—4pm Sports SessionFri 10am—12pm Photography Session

1pm—3pm Music Session


Care and community

Email York Carers Centre for advice on benefitsCarers who work during the day, or who cannot easily contact York Carers Centre by phone, can now email an advice worker instead.

The Carers Centre can offer advice on a wide range of benefits and allowances including Carers’ Allowance (CA), Disability Living Allowance (DLA) and Attendance Allowance (AA).

[email protected]. All emails will be responded to within 2 weeks.

Finding out about life in York’s care homes Healthwatch York volunteers have been helping to assess the quality of care provided in care homes in York.

A pilot scheme set up by City of York Council and Healthwatch York has been running from January until the end of March. Four of our volunteers have been trained to help the Council assess the quality of care provided by its care homes and have been accompanying Council staff on their assessment visits.

At the end of March the pilot will be evaluated and a decision will be made about whether to make the scheme permanent.

Siân Balsom, Healthwatch York manager says: “Our volunteers want to make their voices heard in a constructive and supportive way - bringing their perspective into the Care Home assessment team will really add value to the professionals’ view. This is a fantastic opportunity to involve the public and help create better services for everyone.”

Councillor Tracey Simpson Laing, Cabinet member for Health, Housing and Adult Social Services, City of York Council, said: “I’m delighted that we are able to get a different perspective on the care provided by our care homes and am very grateful to the volunteers for giving up their time to help improve and influence the care we provide.”

Meet the staff teamSiân BalsomHealthwatch Manager [email protected]

Barbara HiltonProject and Volunteer Development Officer [email protected]

Carol PackInformation Officer [email protected]

Philip TebbleProject Support Officer (Adoption leave cover) [email protected]

Carers CharterYork has underlined its commitment to carers with the city’s Health and Wellbeing Board adopting the national Carers’ Charter, enshrining a commitment to empower and support carers, and inviting a number of carers to share their experiences with the Board. We are happy to have signed up to the charter and are looking at actions we can take to support carers better.


Our Partners

Healthwatch York PartnersHealthwatch York recognises the valuable contribution that other agencies, particularly voluntary and community sector organisations, make to putting people at the heart of our health and social care services in York.

Contact the Healthwatch York team to find out more about our Partner Programme – we’re looking forward to working with you.

Healthwatch York noticeboardHealthwatch York AssemblyFor Healthwatch York volunteers and partners – the next Assembly meeting is in April, at the Priory Street Centre. Please contact the Healthwatch York office for further information.

Save the dateHealthwatch York’s AGM will be held on Wednesday 23rd July, from 10am-3pm at the Priory Street Centre. Put it in your diary and save the date if you can - further details will follow.

Here comes summer!Look out for the summer edition of our newsletter which will be published in June. This edition will include the Healthwatch York Annual Report for 2013-14. The newsletter will also have a cycling focus in recognition of the Tour de France coming to York at the beginning of July!

• Age UK• Alzheimer's Society• CANDI (Children and Inclusion)• IDAS (Independent Domestic

Abuse Services)• Independent Living Scheme• MS Society - York & District Branch• National Osteoporosis Society: York

Support Group• Friends of St Nicholas Fields• Get Cycling CiC• Myasthenia Gravis Charity• North Yorkshire and York

Neurological Alliance• Priory Street Nursery• Royal Voluntary Service -

Leeds & York Hub• Volunteering York• Wilberforce Trust• York Older Peoples Assembly • York & District Citizens Advice Bureau • York & District Pain

Management Support Group• York Advocacy

We want to work with partners in a way which benefits everyone and we have invited voluntary and community organisations in York to join our Healthwatch Partner Programme. So far the following organisations have signed up as Healthwatch York partners:

• York Carers Centre• York Carers' Forum• York Independent Living Network (YILN)• York LGBT (Lesbian, Gay, Bisexual,

Transgender) Forum• York Rheumatoid Arthritis Support Group• York Wheels• Young Carers Revolution• YUMI (York Unifying

Multicultural Initiative)


Partners SpotlightNational Osteoporosis Society in York Osteoporosis occurs when the struts which make up the mesh like structure within bones become thin and causes them to become fragile and break easily after a minor bump or fall. Fractures can occur in different parts of the body but the wrist, hip and spine are the bones most commonly affected.

Osteoporosis can affect both men and women and currently 1 in 2 women and 1 in 5 men over the age of 50 will break a bone due to osteoporosis. Many people are unaware of the fact that they have osteoporosis as it is generally painless unless a fracture occurs.

There are many risk factors that put people at risk of osteoporosis, family history of fragility fractures, early menopause, low body weight, coeliac disease and some medicines for breast and prostate cancer can increase the risk of osteoporosis. If you have risk factors for osteoporosis discuss this with your doctor.

A healthy balanced diet and weight bearing exercise can help keep bones strong.

You can find out more about osteoporosis and the help offered by the National Osteoporosis Society by visiting their website www.nos.org.uk.

The nurse Helpline is open Monday – Friday 9am to 5pm on 0845 450 0230 [email protected]

The Society also has a Support Group for patients in York which meets quarterly and new members are always welcome. The group are holding a public medical information event on 26th June, 7pm at the Novotel, Fishergate. The speaker will be Dr Michael Harkness, Consultant in Elderly Medicine, York District Hospital.

For further information about the local Group contact Jill Beaumont, Regional Development Manager on 01423 779662 or email [email protected]

Older Citizens Advocacy York (OCAY)OCAY offers a unique service in York - a free independent advocacy service for older people (aged 50+). Advocacy means speaking up for people who are not able or fully able to speak for themselves. Using skilled and trained volunteers OCAY provide support by helping people express their own views and wishes, effectively; representing those views; providing them with independent information for making informed choices; and enabling them to achieve their goals. OCAY do not offer direct advice, but the volunteer advocates support people to access advice agencies and to be fully informed of their options and decide which option is appropriate for them.

OCAY can help to tackle most issues that are adversely affecting an older person’s life including benefits matters, carers’ issues, accessing social care, supporting mentally frail people with “best interests” advocacy, consumer issues, housing and personal finance.

Advocacy Service Manager Linda Tester says: ‘We offer a well-used drop in service at our office for all York residents. For those who cannot access our office, we offer a home visiting service or we can arrange to meet at a mutually agreeable neutral venue. Anyone aged 50 and over, living in the City of York, can use our service – it’s friendly and FREE! Get in touch to discuss any issue that is affecting you and we will do our best to assist you to resolve it. Together we can make a difference!’

Older Citizens Advocacy York (OCAY)52 Townend Street, York YO31 7QG01904 [email protected]

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We are here

What is Healthwatch York?Healthwatch York helps you influence local health and social care services – hospitals, care homes mental health services, GP surgeries, home care services and others.

Healthwatch York will help you and your family get the best out of your local health and social care services. You can be involved in shaping these services according to what your community wants or needs.

We want to put you at the heart of health and social care services in York. We will;

• Provide information about local services to make sure you know how to access the help you need

• Signpost you to independent complaints advocacy if you need support to complain about a service you’ve received

• Listen to your views about local services and make sure these are taken into account when services are planned and delivered. We want to know what is working well, and what isn’t

Healthwatch gives us the opportunity to create a health and care system that really meets our needs.

Healthwatch EnglandAs well as operating locally, Healthwatch plays a role at national level.

Local Healthwatch passes on information and recommendations to Healthwatch England. Healthwatch England takes evidence from local Healthwatch and uses it to create a strong picture of what matters most to consumers up and down the country.

About Healthwatch York

Contact us:

Freepost RTEG-BLES-RRYJHealthwatch York15 Priory StreetYork YO1 6ET

Phone us on: 01904 621133Mobile: 07779 597361 – use this if you would like to leave us a text or voicemail messageEmail us: [email protected] us on Twitter: @healthwatchyorkLike us on FacebookVisit: www.healthwatchyork.co.uk

York CVSHealthwatch York is a project at York CVS. York CVS works with voluntary and community groups in York. York CVS aims to help these groups do their best for their communities, and people who take part in their activities or use their services.

proud to be part of

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Spring 2014 newsletter