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Stronger Voice, Better Care

Annual Report

April 2010 – March 2011



Contents Page • Chairman’s Welcome ................................................................................ 4 • Introduction ................................................................................................. 5 • Adapting and Adjusting to Change ...................................................... 6 »» Divestment of NHS Community Services ................................. 6 »» Development of NHS Luton Urgent Care Strategy ............ 10 »» Change in Mental Health Service Provider ........................... 13 »» GP Commissioning ...................................................................... 13 • Effective Public Engagement .............................................................. 14 »» Mental Health Services ............................................................... 15 »» Personalisation Event .................................................................. 16 • Development of Luton LINk Members .............................................. 17 • Additional Key Activities and Outcomes .......................................... 18 • Finance ...................................................................................................... 23 • Plans for the Future ................................................................................ 24 • Summary and Conclusion .................................................................... 25 • Definition of Terms .................................................................................. 26

Contact details of Luton LINk Luton LINk AW House 6-8 Stuart Street Luton LU1 2SJ Tel: 01582 727 001 Email: luton.link@shaw-trust.org.uk Web: www.lutonlink.org.uk Follow us on Twitter @ LutonLINk

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Stronger Voice, Better Care

Welcome to our Third Annual Report Luton’s Local Involvement Network (LINk) has continued to work for the interest and benefit of the Local Community. In this our third edition we will give examples of our effective working relationship with service providers and local organisations, and our efforts to communicate with the public at large. By establishing a variety of Focus Groups, we continue to work towards ensuring every section of the Local Community is represented and involved in Luton LINk.

During the past years we have promoted changes in attitude within Health and Social Care. Although much still remains to be done, there has been significant progress in ensuring the Local Authority and health service providers are focussed on delivering services which meet the needs of users and carers.

Neville White MBE, Luton LINk Chair

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Introduction The main purpose of this Luton LINk Annual Report (March 2010 – April 2011) is to identify how the activities of Luton LINk have attempted to adjust and adapt to the many changes and challenges that have occurred throughout this period and also suggest proposals and recommendations for the future. There is no doubt that it has, and will continue to be a challenging time for all responsible for Providing, Commissioning and Monitoring the quality of Health and Adult Social Care for the Luton Community. Luton LINk accepts that in order to fulfil the expectations of the Luton Community and its responsibility as the patient and public representative, direct input into the decisions which determine how and where health and Adult Social Care are commissioned, monitored and delivered is an essential part of their role.

This report clearly reflects and gives examples of how Luton LINk has been able to develop a credible and positive partnership with the statutory bodies with clearly stated results, both from the statutory bodies and the culturally diverse Luton Community. Luton LINk have been able to lay a firm foundation in which to build on the achievements over the past year to progress and continue to actively be involved in the transition from LINks to Healthwatch. Luton LINk also accepts that readership of the Report is not only for the commissioners, providers and policy makers of Health and Adult Social Care Services but User Friendly. Every effort has been made to produce this Report in a format that meets the needs of all the Luton Community which is proud of its rich cultural diversity.

The key areas that will be explored and developed are: • • • • • • •

Adapting and Adjusting to Change Effective Public Engagement Development of Luton LINk Members Additional Key Activities and Outcomes Finance Plans for the Future Summary and Conclusion

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Adapting and Adjusting to Change The contribution of Luton LINk to the following areas of change: • Divestment of NHS Community Services • Development of NHS Luton Urgent Care Strategy • Change in Mental Health Service Provider • GP Commissioning

Divestment of NHS Community Services Context The Operating Framework 2010/11 and ‘Transforming Community Services’ paper sets out a significant challenge for the National Health Service (NHS) to accelerate quality improvement through more productive community services. This framework includes set deadlines for signing off and delivering ‘organisational form models’ for NHS community service provider arms. (Strategic Projects Team NHS East of England August 2010). In order to fulfil these National Policy Directives, NHS East of England Strategic Health Authority (SHA) was mandated to form a project team in order to appoint a new provider for the provision of Community Services across Bedfordshire including Luton. This process was delegated to NHS Bedfordshire and NHS Luton Management Boards to provide overall guidance and

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direction of the divestment process. These two NHS Management Boards and NHS East of England SHA formally requested representation by a Luton LINk member on this Board in order to provide formal input in the decision making process from a user/ public perspective. Luton LINk agreed to this, representing the Luton, Central Bedfordshire and Bedford Borough areas.


Divestment Board Membership

Patient & Public Representative for Luton & Bedfordshire

NHS Staff Representative

NHS Luton

Central Bedfordshire Council

NHS Bedfordshire

East of England Strategic Health Authority

Bedford Borough Council

Luton Borough Council

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Key Activities of Board Membership • • •

Criteria and scoring for short listing potential acquirers Approval of short listed candidates Interviewing short listed candidates

This process resulted in the formal agreement on the appointment of NHS Cambridge Community Services (CCS) as the preferred acquirer for Luton which was the recommendation from NHS Luton Primary Care Trust Board. Following this appointment a mobilisation plan was agreed and a transition board formed.

Outcomes from Luton LINk Representative • • •

• • •

Restructuring of Luton LINk Commissioning Focus Group to include NHS Community Services. Formulate a work plan to provide agreed action in monitoring the transition process Initiate a recruitment drive to encourage members of the Luton community with a special interest or expertise in community/health care to become actively involved in monitoring the transition process. To include increased activity in the formal monitoring of residential care homes. Representation on Community Engagement/Service User Groups initiated by CCS Invitation to CCS to meet with Luton LINk members at their core group public meeting. Propose a Joint Community Service public event to inform the Luton Community of a change in community service provider.

Cambridge Community Services NHS Trust, Luton Offices

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“In July 2010, NHS Luton began a ‘divestment’ to find a new NHS organisation to take over the running of community health services in the area. Supported by the Strategic Projects Team at NHS East of England, NHS Luton was determined from the outset to run a transparent and inclusive selection process, involving as many stakeholders as possible. Luton LINk played a vital role on the project board, ensuring that patients’ voices were heard in the planning, evaluation and mobilisation stages. Andrew MacPherson, director of the Strategic Projects Team, said “Over the project’s ten months, Ann Brown provided consistent and essential advice and displayed a commitment which helped bring about such as positive project outcome – the transfer of Luton Community Services to Cambridgeshire Community Services NHS Trust. As ever, thank you Luton LINk for being such a pleasure to work with”. NHS East of England Strategic Health Authority

“Cambridgeshire Community Services NHS Trust was delighted to be appointed to manage the community based services provided to Luton residents from April 2011. During the course of the divestment, Luton LINks played a key role in the assessment process, actively reviewing the bidders documentation and participating in a series of robust interviews to ensure the provider appointed had the skills and expertise required. Since April 2011, we have built strong relationships with LINks and their input to the Trust’s service user involvement group and community engagement group is very much welcomed. It is clear to the Trust that Luton LINks has a sound understanding of the needs of local residents and their commitment to working with local clinicians to improve services is evident. We look forward to continuing to work with the members of LINks as a critical friend to ensure the very best outcomes for Luton residents”. Chief Executive, NHS Cambridge Community Services

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Development of Urgent Care Strategy Context: An Out of Hours (OOH) visit programme was set up under the instructions of the East of England Operations Board in February 2010, as a response to the death of David Gray in Cambridge. The purpose of the visits was to gain assurances on the quality of commissioning and contract monitoring arrangements of OOH services in the East of England. Luton LINk had a representative during this visit to NHS Luton. Following the recommendations from this visit NHS Luton set up a Joint Service Review Panel. The aim and terms of reference for this panel was to develop an Urgent Care Strategy which included: a. Re-Procurement of an OOH Service Provider a. 111 Pathfinder Project a. Clinical Governance

Urgent Care Strategy

Urgent Care Clinical Governance Forum

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Procurement of an Out of Hours Service Provider

Implementation of 111: non emergency number


Re-Procurement of OOH Service Provider Luton LINk Activity: Two members of Luton LINk were invited to be part of the Project Team to procure an OOH provider for Luton. Outcome: The involvement of Luton LINk members on this Project Team included: • • • • •

Setting short listing criteria Prequalification questionnaire Scoring against set criteria Selection of potential acquirers Interview/presentation from successful shortlist candidates (This stage has still to be completed)

Introduction of 111 - Pathfinder Project Context: In November 2010, NHS Luton launched a new 111 pilot service to improve public access to health services by creating a 24 hour 7 day a week free advice and referral telephone line, with an aim to increase the efficiency of the 999 emergency ambulance service by reducing nonemergency calls to 999 and reducing unnecessary visits to Accident and Emergency services in Acute Hospitals. NHS Luton was the second Trust to introduce this service in England. Luton LINk Activity: Luton LINk were approach by NHS Luton to be directly involved in the launch of the 111 Pilot in Luton. • • • • •

Luton LINk members attended a drop in session in which NHS Pathfinder gave a presentation followed by a question and answer session Luton LINk were included in the 111 Directory of Services Luton LINk circulated information about 111 to the Luton Community through the membership and contacts network Invited the NHS Luton 111 Project Team to attend a Luton LINk public meeting for a question and answer session Members agreed to assist in the distribution of leaflets to inform the public

Outcome: Luton LINk was directly involved on commenting on the data provided by the 111 Project Team on incidents requiring further investigation. As this project is a pilot a report by Luton LINk will be part of the final evaluation of the Project which is due for completion in November, 2011.

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Clinical Governance Context: Following the visit by East of England a recommendation was made to NHS Luton that a Clinical Governance Forum be established to ensure that the commissioners (NHS Luton) of Urgent Care and 111 Pathfinder have in place an effective structures and processes to monitor Urgent Care provision. Luton LINk Activity: Luton LINk were invited to have a representative on this Clinical Governance Forum. Outcome: Activities for Luton LINk representative included commenting on the following: • • • •

Risk Matrix Analysis Audits and complaints from current OOH provider Amending Untoward Incident Policy Commenting on the policy for Serious Incidents requiring further investigation

“NHS Luton has worked closely with Luton LINk initially on the development of an Urgent care strategy in 2009/10 but more recently on the gradual implementation of this strategy which is likely to span a further 3 years. LINks are working closely with NHS Luton and NHS Bedfordshire on the appointment of a new GP Out of Hours service provider to take over the service when the current contract expires in October 2011. The new service will include a new Out of Hours base in Dunstable as well as retaining a base in central Luton, thus making it easier for people to access the service from South Bedfordshire. LINks also continue to be closely engaged in making sure our Urgent care systems are safe and that we learn from any concerns or complaints that we receive. These are now all considered by a new Urgent Care Clinical Governance Forum chaired by a local GP and on which all urgent care services are represented including Luton LINk”. Interim Project Manager, Out of Hours and Urgent Care Procurement, NHS Luton

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Change in Mental Health Service Provider See Effective Public Engagement (page 15) – Mental Health Services

GP Commissioning Context: In accordance with the current National plans to establish GP Consortia, the two Practice Based Commissioning Groups in Luton are in the process of developing a single shadow health consortium. It has been agreed by the Shadow GP Commissioning Board that the current Commissioning Chair of Luton LINk will form part of this Board.

“As the two PBC Groups transform into a single GP commissioning consortium during 2011/12 and beyond, there is every intention to sustain our strong links with Luton LINk and its successor organisation. This can only be to the benefit of the people of Luton”. Luton Health Consortium

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Effective Public Engagement Luton LINk accepts that meaningful Public Engagement is the process of giving or exchanging information through a variety of media. In order for Luton LINk to fulfil its statutory responsibility of providing accurate information in relation to the commissioning, provision and monitoring of health and social care, effective communication methods must be in a form which reaches out to all the community regardless of their age, gender, social status physical/mental health status and ethnicity. Luton LINk has built up a network of voluntary groups, charities and individuals to work in collaboration with the providers and commissioners of health and social care in Luton, to facilitate this. The following are some examples of Luton LINk communicating with the public: •

.Luton LINk hosts regular public meetings – Chaired by a member of Luton LINk. The areas that are identified as priority are: • Commissioning • Community Care • Acute Care • Mental Health Services • Adult Social Care • Ambulance & Transport Services .The key aim of these meetings is to continuously assess and review services, with a view to agree actions as appropriate and provide a forum for discussion and response from the commissioners and providers of health and adult social care services.

Presentations and Question/Answer sessions have taken place at Luton LINk public meetings, with representatives from the following areas:

Luton Borough Council • • • • • • •

Complaints Handling Quality Monitoring Equalities and Safeguarding Adults Overview and Scrutiny Transformation of Adult Social Care Care in the Community Carers Support

Luton & Dunstable Hospital NHS Foundation Trust • • • • • • • •

Executive Team Modernisation of Services Patient Affairs Quality Monitoring Maternity Care Accident & Emergency Acute Care Services Nursing Services

NHS Luton • • • • • •

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Health Trainer Programme General Practice Access Dental & General Practice Balance Scorecards Commissioning and Strategic Planning Urgent Care and Out of Hours Practice Based Commissioning


Mental Health Services Context In April 2010 South Essex Partnership University NHS Foundation Trust (SEPT) was formally appointed as the new providers of mental health services across Luton and Bedfordshire. It was agreed by Luton LINk Members that a public event was the most effective way in which to inform the Luton Community of the formal appointment of a new provider for Mental Health Services in Luton. The event took place in June 2010 and was held in a well established Community Centre in Luton and was attend by over 100 people. 75% of attendees were either service users/ carers or the general public who had a special interest in Mental Health. The remaining 25% were invited guests from Luton Statutory Bodies. The event included one keynote speaker whose presentation was themed around Human Rights and promoting Equality. The Commissioning Chair of Luton LINk gave an overview of the current proposed changes by the new Provider of Mental Health Services in Luton. This was followed by a question and answer session. The evaluation of the

event was extremely positive and resulted in a formal request from those who attended to organise a second event with a panel of representatives from SEPT and NHS Bedfordshire (lead commissioners for mental health services) to address the issues raised by the participants at this event. This second public event took place in January 2011 and was held in the same venue as the initial event as feedback suggested the venue’s location in Luton and facilities were accessible to all. This event was jointly organised and funded by Luton LINk with SEPT. The programme included a SEPT Panel which addressed the issues raised in June 2010 and also included a question and answer session with attendees. A formal report with recommendations to strengthen the quality of mental health services in Luton has been submitted to both the providers and commissioners of mental health services. Arrangements are currently being put in place in order for Luton LINk to be involved in working with SEPT to incorporate the recommendations made in the event(s) report.

“SEPT (South Essex Partnership University NHS Foundation Trust) is delighted to be included in Luton LINk’s Annual Report. Prior to and since the merger of the former Bedfordshire and Luton Mental Health and Social Care Partnership NHS Trust (BLPT) and SEPT in April 2010 we have enjoyed a mutually beneficial relationship. We are both working together to aid the recovery of the people of Luton who experience mental health problems. During this year we have participated in two Mental Health Events where together we facilitated excellent engagement opportunities and were able to obtain feedback which informs our service planning. As part of these engagement opportunities we also worked together to raise awareness and reduce the stigma that surrounds mental health. Also during this last year we have arranged for Luton LINks to visit a number of our inpatient and community units and give presentations across our services and we look forward to more partnership working in the coming year”. Director of Mental Health – Bedfordshire & Luton

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Personalisation Event This event was hosted by SEPT, Luton LINk and Luton Borough Council (LBC).

Structure of the day The event was chaired by the Luton LINk Chairperson and the programme for the day included presentations from the Transformation Programme Lead in LBC and a representative from The Afiya Trust. The keynote speaker for the day was the Regional Programme Director Transformation and Personalisation, East of England. Each presentation was followed by a question and answer session.

The outcomes of this event included: • • • •

Providing a comprehensive overview into the personalisation agenda to services users, their carers and the local community Providing an update on the current progress of establishing an effective system for personalisation in Luton Providing clear information on how the general public can become more involved in influencing the design and delivery of the personalisation agenda in Luton to take forward a recommendation to create a specific focus group supported by SEPT and Luton LINk to further enhance the level of patient and public involvement in the Personalisation of adult social care services

“Changing Lives Project is a registered charity working on issues of health and mental wellbeing and in particular how this affects communities that are traditionally excluded. We are an organisation member of Luton LINk and over the years have contributed to and gained support from Luton LINk on various levels: As organisational members the staff attend Forum meetings and raise issues that affect families and communities within the health and social care agenda. We see this as a core part of our commitment to the community - the LINk is the best channel to raise awareness of unmet needs in health and mental health for all communities. We share research, project work and other findings with Luton LINk again to ensure that our work fits in and contributes to local development. This gives Luton LINk the opportunity to stay in touch with new developments through our initiatives and raises awareness of the findings and directions towards future development of the communities we serve. More importantly, it give us the chance to be active members of a network of like minded residents and professionals working for the betterment of the communities, patient and carer groups we each represent to collaborate and learn from each other. Luton LINk is a partner and a network we belong to that supported, challenged and encouraged us remain focused on the community we serve and work with other individuals or organisational members for the shared vision of improving health and social care for the residents of Luton”. Director, Changing Lives Project

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Development of Luton LINk Members Luton LINk acknowledges that for members to be informed and familiar with any changes in policy; education and training must be accessed whenever the opportunity arises. As the public representatives for monitoring the quality of health and social care delivered by the statutory agencies, informed action is crucial.

The following gives examples of the training accessed by Luton LINk Members. Kings Fund NHS East of England Patient Safety Workshop Promoting Equality within the NHS Regional Voices - Liberating the NHS Strategic Health Authority ‘Lessons Learnt’ workshop (Mental Health Trust Merger) NHS East of England GP Commissioning in Mental Health conference

NHS Luton

GP Commissioning Conference Quality Accounts - Pilot Study

Shaw Trust (Luton LINk Host) Media Training Enter and View

Additional

Quality, Innovation, Prevention, Productivity (QIPP) Workshop Urgent Care Workshop GP Consortia - Accelerated Design Event

2010 Childhood Health Conference Self Harm Awareness Training Dignity in Care Care Homes Quality Summit Seminar on Dementia

LINks Eastern Region

Planned Training

Forster Social Marketing Workshop Commissioning Workshop Networking workshop

GP Commissioning Dementia Awareness Safeguarding of Vulnerable Adults

“I have had the pleasure of assisting Luton LINk in facilitating workshops and events. Working with the members in this capacity has opened my eyes to the commitment and hard work that goes into fulfilling their tasks. There is a wealth of knowledge and expert experience that has been beneficial to opening up the views of Luton’s community to aid service commissioners and providers to shape their delivery to meet the community’s need”.

Service Improvement Manager, Luton Borough Council

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Additional Key Activities and Outcomes 1. Quality Accounts Activity Upon request Luton LINk received draft Quality Accounts from the Mental Health, Acute Hospital, Ambulance and Community Services NHS Trust’s. A written report was sent to all four Trusts with recommendations for change. The main criticism being the choice of language as guidance clearly states that ‘Quality Accounts’ are public documents therefore should be written in a format which the general public can understand.

Outcome The commentary by Luton LINk on the Draft Quality Accounts was favourably acknowledged and the Draft Quality Accounts amended to accommodate the recommendations from Luton LINk. It has also been agreed by all four NHS Trusts that it is in the best interest of both the Trust and the Public if LINk members have a direct input into the structure and content of the Quality Accounts at the beginning of the next financial year.

2. NHS Luton Walk-in-Centre, Chapel St Activity The public, Luton LINk members and the local press reported that this centre was going to close. It was agreed that Luton LINk formally write to NHS Luton (the commissioners of this service) for clarity.

Outcome A formal written response from the Commissioners to Luton LINk clearly stated that this was not happening, but the Walk-inCentre management was being restructured. This formal communication was circulated to all registered LINk Members. The Walk-inCentre continues to operate effectively and the formal communication from LINk allayed public anxieties.

NHS Luton Walk in Centre

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3. Publicity and Working with the Local Community Activity Regular communication and information sharing with a local community representative and secretary of Luton Council of Mosques has resulted in the development of an effective joint working resource.

Outcome Information about Luton LINk is accessible on local community based websites. The Secretary of Luton Council of Mosques and Luton LINk members agreed the format and distribution of a survey exploring the perception of ‘Mental Health and Mental ill Health’ within the Asian Community. The results of the survey were presented by the Secretary of Luton Council of Mosques at the public Luton LINk Mental Health Event, held in January 2011. The evaluation of both the survey and the public presentation of the survey findings were extremely positive.

“Luton LINk have been superb at championing causes for the local community through regular grassroots consultation, strong partnership with service providers and persistent, professional monitoring of service delivery across the town. They are always accessible and open to working with real people and their advocacy services are unparalleled. Keep up the good work”. Community Representative and Secretary of Luton Council of Mosques

“Luton LINk has been supportive of the Experts Patients Programme from day one and has been pro-active in helping to promote the courses throughout Luton. In addition to this, the Core Group and Focus Group Meetings have been regularly hosted and have proven to be extremely effective in bringing together everyone from all corners of the Luton Community to freely express their thoughts and opinions; their needs and concerns and their hopes and vision for the future of their most valued services. Luton LINk has carried out important work, which has challenged some of the services in Luton, but has achieved a wide range of service improvements, which have been a result of the providers listening to the service users via the connectivity of Luton LINk and the Mental Health Focus Group is to name but one of these areas of achievement. Luton LINk organised a consultation event between the newly appointed Mental Health (MH) Service Provider and all its stakeholders including, most importantly, service users. This was duly followed up by a Feedback Event, giving the MH service provider the opportunity to respond to the concerns raised at the consultation event. Some actions were taken immediately, showing that this was extremely successful, and as a facilitator at both of these events, it was evident how desperate Luton had been for something like this to take place. A full report was produced from all of this work and published in a timely fashion to enable solutions and answers to be put forward and improvements made in line with the service users concerns. This is an excellent example of how Luton LINk constantly works in partnership with many groups, welcoming everyone and making each person feel comfortable, thus empowering them to take an active part in what continually proves to be a wonderful process, connecting everyone where and when it matters most”.

Contract Manager

Expert Patients Programme Community Interest Company

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4. Visit to Day Care Centre Activity Luton LINk upon request visited and gave a presentation on the work of LINk to a Day Care Centre for individuals with Learning Disabilities. This Day Care Centre is supported by the Local Authority. Following the visit staff, clients and their carers identified issues that need to be addressed by the Local Authority.

Outcome Following a meeting with Local Authority Officers responsible for providing care and support for individuals with learning disabilities and vulnerable adults it was agreed that joint inspection visits of Care Homes and Day Care Centres be arranged which will allow both Local Authority officers and Luton LINk members to share their expertise, and if areas needed to be improved a joint plan of action agreed. Clients, Carers and staff from this Day Care Centre attended Luton LINk Mental Health Event and played an active part in the day programme. They announced publically that the invitation and attendance of this event made them feel ‘included in decisions’ made by the providers of Learning Disability Services.

5. Public Engagement with Further and Higher Education Activity Luton LINk members were invited to visit the local College of Further Education to inform and engage with Health and Social Care students on the role of LINks and opportunity to become involved.

Outcome These workshops resulted in an increase in students registered with Luton LINk. An agreement was also made for Luton LINk to hold information stands for students to discuss specific areas of interest/concern, this also took place at the University of Bedfordshire. Students participated in consultation on the current provision of mental health services in Luton, which was incorporated into the themes identified at the second Luton LINk Mental Health event.

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6. Luton and Dunstable Hospital Patient Experience Activity Since February 2010, Luton LINk members have been engaging with patients across a variety of wards at the Luton & Dunstable Hospital NHS Foundation Trust (L&D). LINk members carried out a patient experience survey, formulated in agreement with staff at the L&D.

Outcome A report detailing the results from the surveys was formally submitted to the L&D with recommendations. Recommendations included improvements to be made in the Cleanliness of Toilets and Bathroom facilities and a need to improve Communication/Information between staff and patients at the hospital. The recommendations made in the report were responded to with a positive outcome. The recommendations were also consistent with the priorities identified by the hospital in their Quality Accounts.

“Luton LINk has made a valuable contribution during the past year to assessing the quality of the patient experience. Members of the Acute Focus group visited medical, surgery, care of the elderly, maternity and out-patient areas to talk directly to patients. The findings have been reported back to the Trust to confirm areas of good practice and also to prompt further improvements in patient experience. Regular contact is maintained between LINk and the Trust with staff members participating in items on the Acute Focus Group meeting agenda with open sharing of information and constructive challenge to practice�. Director of Quality, Luton & Dunstable Hospital

7. NHS East of England Ambulance Trust Activity Luton LINk representation on the Ambulance Trust User Group was maintained with a range of activity being undertaken.

Outcome Ambulance turnaround issues, noted in last years report, were followed up with focused activity at hospitals in the region. The Trust’s aspiration to become a Foundation Trust was supported as a number of patient and public participation events. Support was given to an investigation into the use of third party ambulance services. This resulted in a rationalisation of use and the initiation of a European Tender for the provision of these services across the region. Cleanliness audits of both ambulance stations and vehicles were undertaken and the overview of complaints, compliments and response times was continued.

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8. Working effectively with Overview and Scrutiny Committee Activity The LINk’s relationship with Luton Borough Council’s Overview and Scrutiny Board was strengthened with the appointment of the Transport Focus Group Lead as a co-opted member of both the Board and an Overview and Scrutiny task and finish group.

Outcome The majority of meetings were attended during the year and contributions made to the discussions. The Task and Finish Group focused on the anticipated budget savings by NHS Luton of £7.8m in the year under review. Attendance, by invitation, was also made to a Regional Overview and Scrutiny Board Chairs’ meeting at which ambulance issues were discussed.

9. Improving Access to General Practices Activity Following consultation between Luton LINk and Practice Based Commissioning Deputy Chair, Chief Officers and Practice Managers, recommendations were made by Luton LINk to improve the accessibility of General Practice services.

Outcome The following recommendations have been commended and agreed by local General Practices: 1. To consider setting aside double-appointments or equivalent extra time for patients known to have special needs, eg learning disabilities 2. .To review the support given to patients with known disabilities, eg the profoundly deaf 3. .To review the communication skills within the practice for dealing with people with mental health needs 4. .To encourage the establishment of patient participation groups where they do not already exist

“The two Practice Based Commissioning Groups in Luton have established open and productive relationships with Luton LINk. Both PBC Boards include representatives from Luton LINk and there is strong joint representation at all the key service redesign meetings, including areas such ENT and musculoskeletal services. During the summer of 2010 a special meeting was held between the PBC Groups and Luton LINk to explore what more could be done to improve access to GP services by people with diverse and special needs. The actions agreed at the meeting have since been commended to all Luton practices are in the course of being implemented”.

Chief Officer, Chiltern Phoenix Healthcare Ltd

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Finance Luton LINk Annual Expenditure 2010-2011 Total Amount allocated to the Local Authority by Department of Health 2010-2011

£131,000

Amount of Funding received by Host from Local Authority

£107,666

Amount of Funding received by LINK from Host

£11,500

Amount of Funding carried over from 2009-2010

£12,029

Other Income

£0 £119,695

Total Budget for 2010-2011

Spending in 2010-2011 Total Spend by Host Organisation Total Spend by LINk TOTAL

£97,030 £11,247 £108,277

LINk Expenditure 2010-2011 Advertising and Printing

£1,455

Workshops and Meetings

£4,109

Out of Pocket Expenses

£3,276

Training

£2,408

TOTAL

£11,248

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Plans for the Future Healthwatch To convene a Task and Finish Group in Partnership with Local Authority and General Practice Shadow Consortia with clear Terms of Reference to determine the structure, responsibilities and resources needed which supports the needs and aspirations of the Luton Community in the statutory provision of Health and Social Care.

GP Shadow Consortia To nominate a Public/Patient representative on the Board of the Shadow GP Consortia in order to share the Luton LINk Commissioning experience with members of this newly established body. This will enable the decision making process both in the provision of care and commissioning of services meet the specific needs of the Luton Community.

Public Health and Wellbeing To develop the role and involvement of Luton LINk in both Public Health and the Shadow Health and Wellbeing Board.

Training for Members To provide a structure and process which facilitates education and training to enable Healthwatch Volunteers to be adequately prepared and supported to fulfil their role as specified in Central Government Policy Documents. To include identification of resources to ensure that support is adequately financed.

Monitoring Community Services To form an active NHS Community Services Focus Group to monitor the transition of the newly appointed acquirer for NHS Community Services in Luton.

Monitoring Care Homes To formulate a robust Work Plan for formally monitoring Care Homes. Prioritising the work plan to monitor Care Homes already identified as ‘Red Alert’ by the statutory monitoring bodies.

Mental Health Services To continue shaping services in accordance with the current needs of the local community as identified in the two Luton LINk consultation events.

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Summary and Recommendations Luton LINk has been established for three years. This Report has endeavoured to provide evidence of how Luton LINk has played an active role in both the commissioning and provision of Health and Social Care services which meet the needs of the Luton Community. Lessons have been learnt, Luton LINk therefore would like to use this opportunity to share this rewarding and productive experience in Community Engagement which can be further developed in establishing Healthwatch during the coming months. A Governance Framework which encompasses both the medical and social implication of health and ill health. This suggests membership on the newly established Health and Wellbeing Board and GP Shadow Consortia will provide LINk members with the opportunity to directly focus their activities on the direct implications of ill health and the social environment. As reflected in current government policy documents. Joint Contract Monitoring of the quality and provision of services to make full use of human resources both statutory and voluntary. An agreed strategy with the current formal statutory monitoring bodies to work in a formal partnership with Healthwatch members is needed. Sharing expertise and reducing unnecessary repetition. Membership and Leadership: An inclusive and transparent management structure is vital to LINk/Healthwatch success. The framework for this structure must clearly include methods of not only creating membership but also retention of members. Healthwatch, similar to the current LINk, will be a dedicated group of volunteers who are committed to improving the quality of health and social care in the community. Credibility: The actions and subsequent recommendations submitted by LINk members for improvement to the commissioners and providers of health and social care must demonstrate a clear knowledge and understanding of the current policy direction. This can only be achieved if members are fully supported for training, education and development. This must be adequately resourced within the contract agreement. The change from LINk to Healthwatch must be seen as evolutionary and NOT Reactionary. Building and developing on the achievements of LINks over the past three years and adapting to change at it occurs. I would like to take this opportunity of thanking all who have been involved with Luton LINk over the past year, whether they be individuals, registered members, voluntary bodies and (or) registered charities. Working as equal partners in promoting and improving the quality of health and social care for the Luton Community. A heartfelt THANK YOU TO YOU ALL. Ann Brown, Chairperson, Commissioning Luton LINk

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Definition of Terms Care Quality Commission (CQC) – the independent regulator of all health and adult social care services in England. Clinical Governance – a framework through which NHS organisations are accountable for continually improving the quality of their services and safeguarding high standards of care. Commissioning – the process of assessing the needs of people in Luton, designing and then securing appropriate service. Divestment – the process of selling an asset made for either financial or social goals. GP Commissioning – General Practices that will commission the majority of NHS services. Healthwatch – the independent consumer champion for the public, locally and nationally, to promote better outcomes in health for all and in social care for adults. Promote better outcomes in health for all and in social care for adults. Healthwatch to replace LINks in 2012 Luton’s Local Involvement Network (LINk) – a network of volunteers working towards improving local health and adult social care services. Pathfinder Project – to implement a new procedure or develop an initiative with the government’s backing. Personalisation – every person who receives support, whether provided by statutory services or funded by themselves, will have choice and control in shaping their support in all care settings. Practice Based Commissioning (PBC) Groups – enables GPs and other front line clinicians to redesign services that better meet the needs of their patients. Primary Care Trust (PCT) – manage and commission the providers of primary care services in Luton. These include local services provided by doctors surgeries, dental practices, opticians and pharmacies. Procurement – the process of acquiring goods and services from third parties. South Essex Partnership University NHS Foundation Trust (SEPT) – Provider of mental health services in Luton. Strategic Health Authority (SHA) – each SHA area contains a range of NHS trusts which either run or commission local NHS services. The SHA is responsible for the strategic supervision of these services.

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Stronger Voice, Better Care

Get in Touch ...

Luton LINk FREEPOST RSES-BCUX-LCCK AW House 6-8 Stuart Street Luton, LU1 2SJ Web: www.lutonlink.org.uk Tel: 01582 727001 Email: luton.link@shaw-trust.org.uk


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