Update

4th Sept 2014

Peter Gordon&

Mike Rich

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Healthwatch Surrey has completed its first year of operation and has published its Annual Report

The purpose of this item is ask the Surrey Health and Wellbeing Board to:

� Receive and note the Healthwatch Surrey Annual Report and this presentation

� Comment on / endorse Healthwatch Surrey first year performance � Comment on / endorse Healthwatch Surrey first year performance and achievements to date

� Comment on / support the plans and activities for the current year.

Your input is important to us

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Healthwatch Surrey is a “New Business Start-Up” . . .

CCGs Formed / operating in shadow form

HWSyTender Award(March)

Chair / NEDsAppointed(June/July)

PH Relocated / operating from County Hall

HWSy C.I.C.Formed(Oct)

SCC / H&C Contract Signed

HWSy Tender Process Start

(Dec)

. . . and our evolution has run behind most other changes in the system

2012/13 2013/14 2014/15April’13 April’14

HWB Formed / operating in shadow form

Significant system transition / transition

assurance effort being deployed

PH Relocated / operating from County Hall

April’15

Contract Signed (Jan)

Contract Novated to HWSy C.I.C.

Contract Ends

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Culture

Strategy

Structure

People

We have been developing all areas of our operation . . .

People

ProcessesTechnology

Services

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. . . over a period when Surrey’s Health & Social Care System has also been in continuous development

Local Health and Wellbeing Boards

RSCH & ASPMerger Plans

SurreyTransformation

Board

SurreyPriorities Board

Social Care

This has required significant flexibility and many changes to our approach and plans

Merger Plans

CCGPatient

EngagementForums

Provider Arrangements

Social Care changes

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We have a large and complex system with which to interface

■ 132 GP Practices ■ 11 Boroughs & Districts

■ 6 CCGs ■ Surrey County Council

■ 5 Acute hospitals ■ Public Health

■ 3 Community Providers ■ NCB Local Area Team

A multiplicity of stakeholders to engage, advise and influence

■ 3 Community Providers ■ NCB Local Area Team

■ 1 Mental Health Trust ■ c.6000 Voluntary, Community & Faith Sector orgs.

■ 1.1 million+ population ■ +++

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Our values and principles promote a different approach . . .

Trust =Credibility X Intimacy

Risk

. . . that we believe will help the system achieve more and faster

Trust =Risk

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In the first year we made significant progress . . .

recorded 4,660 enquiries, issues and experiences (via Helpline & CABx)

951 twitter followers

engaged with over 12,000 people at 271 different events, forums and meetings

1,810 unique website visitors

GP appointments project

commissioned

complaints project

. . . as well as laying firm foundations for the future.

1,810 unique website visitors (since November 2013)

commissioned Black & Minority Ethnic

Community engagement project

further developed the LINk legacy Stroke Report

commissioned commissioned young persons engagement project

20 Volunteers recruited and inducted

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Close attention was paid to budget management, efficiency & effectiveness . . .

. . . with a small underspend carried over by agreement to the current year.

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Our core team are now in place following some key appointments

� Mike Rich, Chief Executive

� Matthew Parris, Influencing Manager

� Katherine Leach, Volunteer Co-ordinator

. . . have joined

� Jane Shipp, Community Engagement Manager

Giving the “capacity, torque and horsepower” to accelerate our progress

� Julie Dallison, Research Officer

� Philip Broad, CAS Healthwatch Co-ordinator

� Lauren ter Kuile, Administrator

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Healthwatch Surrey Strategic Objectives provide clear goals

1. Healthwatch Surrey is the respected, trusted and credible voice of the consumer within the Health and Social Care System in Surrey. We are integrated within the system while maintaining our independence from it and our objective perspective

2. Healthwatch Surrey’s role, function and services are known and understood by consumers who readily contact us

3. Decisions Healthwatch Surrey takes, the contribution we make and our influencing, are based on robust evidence and knowledge

4. Healthwatch Surrey operates and is seen as ‘One Organisation’ with a unified 4. Healthwatch Surrey operates and is seen as ‘One Organisation’ with a unified approach. Our customers interface with “Healthwatch Surrey” regardless of how, why or where they come into contact with us

5. Healthwatch Surrey has robust strategic and operational plans, backed by processes that enable regular review and updating

6. Healthwatch Surrey has comprehensive performance measures in place that clearly demonstrate how we are performing and assist our continuous improvement

7. The Healthwatch Surrey social enterprise has secured a growing and sustainable future

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The respected, trusted and credible voice of the consumer within the health and

social care system in Surrey. Integrated within the system while maintaining our

independence from it and our objective perspective.

� Active across the county in influential decision making groups including

the HWBB, HOSC, Surrey Priorities Committee and many more.

� In Active dialogue with CCG and other provider groups.

� Credible through work in the “field” collecting data and offering advice

Healthwatch Surrey is respected, trusted and credibleHOW

� Credible through work in the “field” collecting data and offering advice

and information as well as working with groups such as Surrey Youth

Focus, Sight for Surrey and through the growing Voice Network.

30 public

events in

6

months

Youth

Attitudes

Survey

GP

Access

Survey

Regular

feedback

to key

bodies

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Decisions we take, the contribution we make and our influencing, are based

on robust evidence and knowledge.

Healthwatch Surrey provides robust evidence and knowledge

� We make sure that we listen to the community voice. Last Quarter:

• we received feedback on 266 experiences of Community Care

• we received 214 comments about experiences of hospital

• we received 188 stories about General Medical Practice

EVID

ENCE

141

122

144

190

156

176

140

160

180

200 Data

from

all o

ver

the C

ou

nty

EVID

ENCE

38

84

4955

122

66

80

26

43

0

20

40

60

80

100

120

140

Data

from

all o

ver

the C

ou

nty

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To operate and be seen as ‘one company’ with a unified approach. Our customers interfacing with ‘Healthwatch Surrey’ regardless of how, why or where they came

into contact with us.

Healthwatch Surrey has a unified approach . . .

� One Organisation: Healthwatch Surrey

� One Brand

� One Voice

Whether through our partners in the

CABx, Through our Helpline provided

by our partners Help & Care or through

meeting us at meetings or engagement

events carried out by SILC.

. . . that ensures our messages get across

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Healthwatch Surrey has robust plans with regular review . . .

� A full Board in place in order to ensure independence and to maintain a

strategic view

� A planning process that takes into account collected evidence and priorities

including those of other relevant organisations in Surrey

� Planned input from other sources through advisory groups and regular

meetings with voluntary sector and advocacy organisations

� A strong team of staff and Board Directors backed up by the expertise of our

delivery partners

� A regular and documented process of reporting to the Board and to SCC

. . . to provide focus and ensure delivery

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Comprehensive performance measures in place clearly demonstrate how we are performing and assist our continuous improvement.

Healthwatch Surrey employs comprehensive performance measures . . .

� Current performance measures to be complemented with new KPI’s in a wide

range of areas to provide measurable for external evaluation

� 360 degree reflective audit to be completed and published by December 2014

� A series of “Chatham House Rules” meetings with a wide range of

stakeholders to enable open and frank feedback on performance and stakeholders to enable open and frank feedback on performance and

improvement

� Detailed work plans available to key stakeholders with summary work plans

published on our website

� Implementation of PQASSO Quality Assurance Scheme

. . . to ensure continuous improvement

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As a Healthwatch social enterprise there is an expectation that we create

a secure, growing and sustainable future

Healthwatch Surrey is pursuing a sustainable future . . .

� Planned development of saleable expertise and products over the next

twelve months in conjunction with our system partners

. . . although a mark of our future success could be that we are no longer needed!

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We are focused on immediate and future needs

� We will build a sustainable organisation, with ambition for the future,

through working with our system partners.

� We will create increased awareness and deepen our influence through a

strategy of communication that is designed to meet the needs of a wide

range of Surrey audiences

� Innovative, targeted marketing campaigns will increase public awareness

Healthwatch Surrey CIC will bid for the next Surrey Healthwatch contract

� Innovative, targeted marketing campaigns will increase public awareness

and engagement

� We will Improve engagement with the voluntary sector through the Voice

Network and the setting up of advisory groups to the Board

� Existing county wide co-ordination will be further improved through

developing models of operation

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Our objectives are supported by priorities and initiatives for 2014/15

1. Access to GP Appointments Project

2. Complaints Project

3. Children and Young People’s Project

4. Healthwatch Volunteers & Enter and View Teams

5. Healthwatch Surrey Week

6. Representative coverage of Surrey’s Health and Social Care system6. Representative coverage of Surrey’s Health and Social Care system

7. Diabetes in Minority Groups Project

8. Better Care Fund Project

9. The Care Bill – implications for Self Funders Project

10.Acute Hospitals mergers project

+ Responding to ad hoc requests

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We will also test new approaches . . .

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. . . so look out for

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Healthwatch Surrey has completed its first year of operation and has published its Annual Report

The purpose of this item is ask the Surrey Health and Wellbeing Board to:

� Receive and note the Healthwatch Surrey Annual Report and this presentation

� Comment on / endorse Healthwatch Surrey first year performance � Comment on / endorse Healthwatch Surrey first year performance and achievements to date

� Comment on / support the plans and activities for the current year.

Your input is important to us

9

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