Decision details

Sheralee Turner-Birchall provided the Committee with a presentation on the work Healthwatch Lancashire had carried out since April 2016. Healthwatch consisted of 12 (9.8 full time equivalent) posts supported by a team of 55 volunteers undertaking 184 different activities. It was explained that the programme of work included a variety of statutory responsibilities and additional tasks such as Enter and View visits, Patient Engagement Days, community engagement through Care Circles and Pop Ups, mystery shopping, gathering of case studies, campaigns and projects. In addition Healthwatch also undertook commissioned work whilst maintaining impartiality by adhering to their statutory responsibilities. Furthermore, it was confirmed that Healthwatch took ownership of their reports and did not sensor any of the information presented.

All of Healthwatch's activities were supported by online activities including social media networks, e-bulletins, quarterly newsletters and the annual report. It was reported that around six thousand people had signed up to receive information from Healthwatch.

The Committee was informed that Healthwatch was undertaking a programme of work in understanding the complexity of Lancashire Care Foundation Trust's role for Mental Health and the delivery of other community services. In addition to this Healthwatch was near to completion on a piece of work relating to pharmacies. It was noted that people perceived the pharmacy as a shop or business rather than an alternative provider to primary care on certain matters.

A piece of work was also undertaken during recent GP Patient Engagement Days in relation to accessing services online, such as medical records. The Committee was informed that Healthwatch had identified from the majority of people they had spoken to expressed a reluctance to access such services online.

It was highlighted that Healthwatch was not a complaints or advocacy service and whilst people still approached Healthwatch to lodge complaints, intelligence would be gathered and used accordingly. Assurance was given that where there was a duty of care or safeguarding issue then Healthwatch would alert the relevant body to act. Otherwise individuals would be signposted to the appropriate service.

As of 1 January 2017, Healthwatch Lancashire had taken over the Healthwatch Blackpool contract.

In summarising, the Committee was informed that Healthwatch needed to ensure it was helping the system to make significant improvements accordingly. However, they had no power to direct an organisation to action Healthwatch's findings. Though Healthwatch could refer matters to the Health Scrutiny Committee to act upon.

Members of the Committee were invited to comment and raise questions and a summary of the discussion is set out below:

·  Members commended Healthwatch on the work they had done with the Healthier Lancashire and South Cumbria team in drafting a public facing version of the Sustainability and Transformation Plan (STP).

·  On developing the work programme for 2017/18, it was reported that Healthwatch was a conduit for the public voice and would be guided through public engagement on this but would also work with all the Local Delivery Plan (LDP) areas in Lancashire on the STP's workstreams.

·  Healthwatch had assigned a member of staff to work with Lancaster Universities Health Hub to interrogate their intelligence and determine what improvements had been made as a direct result of Healthwatch's programme of work and the service user voice.

·  It was confirmed that a project on learning difficulties would feature on Healthwatch's work programme for 2017/18.

·  A question was raised in relation to accessing GP appointments. It was confirmed that a piece of work on this was yet to be signed off. However, it was acknowledged that people did not wish to speak about their condition in a public arena when speaking with a GP receptionist at the surgery.

·  Clarification was sought regarding Healthwatch's statutory responsibilities on contracts that had been awarded to private companies to provide services on behalf of the NHS. It was confirmed that this issue would be a consideration for Healthwatch as the conduit for the public voice.

The Chair thanked officers and members for their contribution.

Resolved: That the Healthwatch Lancashire Annual Review presentation be noted.