Web version healthwatch york magazine spring 2017

Spring 2017

In this issue York becomes the first Human Rights City in the UK

3 Mental Health Update

Be Independent e published three 4 Wreports in March 2017: 9 Equipment Loan Service Making York work for people with dementia Continuing healthcare Support for adults with ADHD

6 Health and care 7 jargon busting

The future of GP services

10 A ccessing NHS dental services

8

John’s Campaign for the right to stay with people with dementia

National Maternity Survey

12 NHS

Continuing Healthcare 13 Books on Prescription My Stroke Guide York

15

Getting a better nights sleep at York Hospital

What will Healthwatch York be working on this year?

Healthwatch York aims to put people at the heart of health and social care services in York.

Every year we run a survey to ask people to vote for the topic they want us to put on our work plan. Following this year’s survey our focus for the coming year will be on access to dentists – including how easy it is to register with a dentist, making appointments, and getting NHS treatment in York.

dental services, 56 chose postillness poverty and 40 chose living with chronic fatigue syndrome/ME.

This year people were asked to vote for one of three topics we had received feedback about during 2016-17. These were: access to dental services, Chronic Fatigue Syndrome/ME and the impact of post-illness poverty.

The votes, together with the many comments we received, showed that we were asking about 3 topics which people feel strongly about. As a result, despite our limited capacity, we will be considering ways we can explore the experiences of care and support in York for people living with Chronic Fatigue Syndrome/ME and the impact of post-illness poverty on local individuals and families.

Of the 153 people who voted for a topic 57 chose access to

Our work plan survey was distributed by email and by

post to over one thousand individuals and organisations on our mailing list. Copies were distributed by our community champions at community venues across York and it was available via our website and social media. We’re pleased our work plan survey generated a lot of interest and we received 159 responses in total.

See pages 10-11 for  information about accessing NHS dental services in York and what Healthwatch York will be doing on this topic.

Comment from our Chair Healthwatch York came into being in April 2013 and since then we have been making sure local people are at the heart of health and social care services.

In April 2017, as we begin our new contract, we are looking back at what we have achieved during our first four years as well as making plans for the coming year.

From our very first awardwinning access to services for Deaf people report to our most recent report on making York work for people with dementia, all our reports reflect the experiences of local people and tell their stories in their own words. We have so far published 18 reports, all based on what people have told us about their experiences of health and social care services in York. Commissioners and providers of services have told us how much they value our reports and we are pleased that York’s Health and Wellbeing Board have agreed how progress against our recommendations will be monitored.

We have been able to respond to big changes in the health

and care system such as the closures of Archways and Bootham Park Hospital.

Following our report about peoples’ experiences after the closure of Bootham Healthwatch York received an apology, in person, from the Minister of State for Community and Social Care at the Department of Health on behalf of the people of York.

We’re proud of the ways we have been able to involve local people in improving health and care services. Since January 2014 Healthwatch York volunteers have talked to 333 care home residents and helped City of York Council improve the way they monitor local care homes; our community champions are active throughout the city, connecting people to services and support in their local communities; our readability panel helps make sure that written information given out by health and care

Healthwatch York needs to hear about your experiences so that we can make sure the people who plan and deliver services know how local people are affected by the changes.

2 | Healthwatch York | Spring 2017

professionals makes sense to people and is helpful; we have been working with health providers to help local people carry out Patient Led Assessments of the Care Environment (PLACE) and give them more confidence in the process.

As we look ahead to the coming year we know that changes are taking place which will affect peoples’ lives. The health and social care system is undergoing a major transformation and the financial challenges of caring for a growing older population will continue to have an impact on services. Healthwatch York needs to hear about your experiences so that we can make sure the people who plan and deliver services know how local people are affected by the changes. It’s never been more important for people to get in touch with us - we believe that together we can help make York better for everyone.

John Clark, Chair

Mental health update York’s new mental health hospital

Access to Mental Crisis and Wellbeing Home Based Services Treatment team

Following the consultation to collect views from the public, patients, families and carers about the design and potential sites for a new mental health hospital, the Vale of York Clinical Commissioning Group (CCG) has published a report on the outcomes of the public consultation.

Tees Esk and Wear Valleys (TEWV) have formed a new Access to Mental Wellbeing Services team.

The Access to Mental Wellbeing Services team receives all new routine referrals into mental health services, completes a telephone triage and, where appropriate, an initial assessment. The new team, which replaces the previous primary care mental health service, aims to offer brief interventions (depending on clinical need) and supports individuals to access third sector services.

The report, developing a new mental health hospital for the Vale of York, is available to download from the CCG website: www.valeofyorkccg.nhs. uk/data/uploads/governingbody-papers/2february-2017/item-8-mentalhealth-consultationoutcome.pdf Please contact the Healthwatch York office if you would like a paper copy.

The Access to Mental Wellbeing Services number is: 01904 526566

Crisis referrals will continue to go directly to the Crisis Team. Referrals are usually made via a GP or other health professional. All service users and their carers who are currently working with mental health services have direct access to the crisis and home based treatment service for out of hours support.

The Crisis and Home Based Treatment team number is: 01904 526582. This replaces the previous number (610700) For General Enquiries you can contact TEWV between 8.30am and 5.00pm on 01904 556900

The CCG have now passed the report to Tees, Esk and Wear Valleys NHS Foundation Trust (TEWV), who currently hold the contract to provide mental health and learning disabilities services in York.

TEWV will continue to have conversations with the community and partners to help develop plans and finalise the design and location of the new hospital, which is due to open by December 2019.

Guide to mental health and wellbeing in York Healthwatch York’s guide to mental health and wellbeing in York contains a directory of services which people can contact for advice, help and support. Paper copies are available from the Healthwatch York office and the guide can be downloaded from: www.healthwatchyork.co.uk Spring 2017 | Healthwatch York | 3

Healthwatch York reports update We published three Healthwatch York reports in March 2017. Presented to York’s Health and Wellbeing Board. aking York work for people with

Mdementia ontinuing healthcare C upport for adults with Attention

SDeficit Hyperactivity Disorder (ADHD)

You can download these reports from the Healthwatch York website or contact the office for paper copies.

Information about Healthwatch York’s report on Continuing Healthcare is on page 12 of this magazine.

Look out for Healthwatch York’s guide for people with dementia, their families and friends.

As part of our work on making York a dementia friendly city, we are developing a guide, developed with the support of people living with dementia in York, to local dementia services. The guide, which will be published in May 2017, will include a comprehensive directory of local services.

Support for adults with Attention Deficit Hyperactivity Disorder (ADHD) ADHD, estimated to affect 5,250 adults in York, is a group of behavioural symptoms that include inattentiveness, hyperactivity and impulsiveness.

Healthwatch York became aware of difficulties adults with ADHD have had in finding and accessing support services.

We decided to write a report to explore their experiences.

We held focus groups and meetings with carers of people living with autism and / or ADHD, to understand their experiences and held one to one meetings with a number of individuals with ADHD. Our report contains 10 individuals’ stories, as well as feedback from the focus groups. The stories people told us describes a poor 4 | Healthwatch York | Spring 2017

picture, both for adults and for families living with ADHD in York. If an adult sees their GP because of concern about whether they might have ADHD, there is no guarantee that this visit will lead to a referral for an assessment.

These stories indicate some GPs remain sceptical about ADHD as a medical condition.

If they do receive a referral for assessment and possible diagnosis, there is still limited access to ongoing support.

It is clear that in order for this to change, there needs to be a consistent pathway

and options for treatment and support. The financial, emotional and societal costs of failing to do so are evident from the experiences people have shared with us.

The report makes a number of recommendations to organisations such as Vale of York Clinical Commissioning Group (CCG), City of York Council, Health and Wellbeing Board and Tees, Esk and Wear Valley NHS Foundation Trust (TEWV). Healthwatch York asks organisations to commit to working together with people with ADHD to find a sustainable solution to provide support services for adults with ADHD in the York area.

Making York work for people with dementia This Healthwatch York report built on the work already done through the Joseph Rowntree Foundation, to consider what needs to be done to make York work for people with dementia, their carers and families.

The report came about as a result of concerns people had raised with us about support for people living with dementia and the difficulties people have in getting the information they need. People told us they were not routinely signposted to sources of support by GPs or social care providers. They felt that they had poor access to information about available support, particularly at times of crisis. Some people also told us that they struggled to get a diagnosis, with significant variation between GPs. Healthwatch York, working with York Minds & Voices dementia forum, invited both people with dementia and their supporters to take part in monthly focus groups which took place at a community venue, for a year. At each meeting, we discussed people’s experiences of a specific topic – such as diagnosis, treatment and professional support, family and relationships. We also ran a survey to find out about other peoples’ experiences of these topics.

Our key findings were: 1. Everyone’s experience of dementia is unique – this is one of the 5 key facts about dementia that the Dementia Friends programme promotes, but it is still not universally understood.

2. There is a need for genuine engagement with people in York with dementia. People living with dementia in York are keen to share their experience. If you want to know what people with dementia think about something, talk to people with dementia.

3. Diagnosis is vital, but experience of this is inconsistent. The importance of diagnosis was identified repeatedly as an area where improvement is needed and is possible. It was clear that the quality of experience of the diagnostic process varied dramatically.

4. Being active and involved, being heard, and helping change things has positive health benefits. People involved in our sessions repeatedly highlighted how important this was for them. Positive meaningful activity for people living with dementia helps them maintain their skills, feel connected, and most importantly continue to enjoy life.

5. Everyone has a role to play in making life better for people with dementia and can help create communities that are better for us all. Things like being supportive of each other, giving good customer service, providing clear signage and information not only improve the lives of people with dementia but help create a society that is better for us all.

Our report makes a number of recommendations for organisations in York including the Health and Wellbeing Board, Vale of York Clinical Commissioning Group (CCG), York CVS, Healthwatch York and City of York Council. By working together we can all make York work better for people with dementia.

Spring 2017 | Healthwatch York | 5

The future of GP services Why do GP services need to change?

We all rely on general practice (GP) services for the health and wellbeing of ourselves and our family and most people are aware that demands on GP practices in the UK have increased in recent years.

This increase is due to a number of factors including an ageing population, increasing numbers of people with complex conditions, initiatives to move care from hospitals to the community and rising public expectations. General practice has experienced: A rising demand for appointments – 20% increase in the last ten years An increase in number of patients with complex conditions who need (hospital) tests and care coordination – this needs more administrative support from GP practices An increase in care being provided out of hospital, so responsibilities have passed from specialists to GPs Numbers of GPs in training falling with many training places unfilled Staff recruitment and retention challenges including GPs, practice nurses and practice managers More than 60% of GPs over 50 reporting that they are likely to leave direct patient care in the next five years 6 | Healthwatch York | Spring 2017

What’s happening to support GP practices and release more time for GPs to care for their patients?

The General Practice Forward View (GPFV), published by NHS England in April 2016, set out a plan to stabilise and transform general practice.

The changes in the plan should result in GPs having more time to care for their patients. GPs will work with a team of health professionals and other staff within the GP practice. This can include highly experienced practice nurses, nurse practitioners, physician associates and practice pharmacists. Recognising that there is a high demand for GP appointments, practices will be able to direct patients towards other healthcare professionals within the practice team to free up GP time. This should result in an improvement in patients experience in a number of ways including: + It will be easier to make a GP appointment There will be more GPs and more non-clinical staff will be trained to deal with paperwork. GPs will have more time to see patients and more appointments will be available to book online. + More GP services will be available within the community Assessments and treatments which have needed a hospital visit in the past will be available in the community, helping make sure patients have easier access to the services they need. + Unnecessary hospital admissions will be reduced More nurses will be based in the community for patients who need long term support, reducing hospital admissions. + Improved continuity of care GPs will be supported to stay in work for longer and locum GPs will be supported to stay in the same place for extended periods.

This will improve continuity of care for patients, so they are more likely to be able to see the same GP for each appointment. + More emphasis on prevention, helping patients to stay active longer Specialist staff will be available to support patients. This will include additional mental health workers and a focus on early intervention for back pain and other musculoskeletal problems. + Getting to see the right person more quickly Increasing the skills available in general practice teams will mean patients see the most appropriate person to help them more quickly and easily. Specialist pharmacists, mental health workers, social workers, voluntary sector workers and practice nurses will be accessible within GP practices to see patients, freeing up GP time for complex cases. + Helping patients to manage their own care GPs will help patients with long term conditions to plan and manage their treatments. Self-care and the management of minor illnesses will be promoted, ensuring the resources in general practice are available to help patients when they need them.

What is happening locally?

Nimbus Care Ltd, a GP federation formed by Priory Medical Group, Haxby Group, Unity Health and My Health, has identified Primary Care Home (PCH) as a model of care that will help address issues across the health and care system. Primary Care Home is all about strengthening and redesigning primary care, centred round the needs of local communities, and tapping

into the expertise of a wide array of health professionals.

Nimbus Care has identified 3 distinct areas which will be the basis of PCH communities in York (West, North East and South). By working with local people in these areas Nimbus Care will make sure services meet their needs.

A PCH steering group has been established which has

been analysing the needs of each PCH community – the idea is that instead of a ‘one size fits all’ model, the system will provide person-centred continuous lifetime care.

More information about Primary Care Home is available here: www.napc.co.uk/ primary-care-home

Jargon busting A lot of ‘jargon’ is used when people are talking about the health and care system. Here is an explanation of some of the terms which are commonly used: Primary care The part of the NHS that is the first point of contact for patients. This includes GPs, community nurses, pharmacists and dentists.

STP Every local health and care system must develop a five year Sustainability and Transformation Plan (STP), supported by an annual operating plan for each General Practitioner (GP) Care pathway Clinical Commissioning Your local doctor - who will A standard way of giving care Group. STPs are all about usually be the first person you or treatment to someone with meeting peoples’ health see if you are unwell. They can a particular diagnosis. needs in a better way and help you directly but can also Community health services achieve the ambitions of refer you for specialist care or Health services that are the NHS Five Year Forward assessment. provided outside hospitals, View. The Vale of York Clinical Primary care home (PCH) such as district nursing Commissioning Group, local An approach to strengthening health providers and City of Co-production and redesigning primary care York Council are part of the When an individual is to support the delivery of the Humber, Coast and Vale STP involved as an equal partner NHS Five Year Forward View. ‘footprint’. in designing the support and Out of hospital care services they receive.

A term used to refer to health Integrated care care given in the community, Joined up, coordinated health at a patient’s home or in and social care that is planned a community assessment and organised around the centre. needs and preferences of the Acute care individual, their carers and Short term treatment for family. diseases or illnesses that start quickly and have painful or distressing symptoms.

The term ‘acute’ is also used to refer to services which provide care and treatment for physical health problems.

Spring 2017 | Healthwatch York | 7

Healthwatch York supports York as a human rights city due to their size and locally formed governments, are ideal places in which to discuss what human rights mean for those living there.

One way of doing this is to link human rights to the identity, institutions and culture of a city.

Each existing Human Rights City around the world has built on its own particular history, when seeking to develop and use local understandings of human rights. Several cities around the world have declared themselves Human Rights Cities. York is the first Human Rights City in the UK.

Healthwatch York have pledged support for human rights in York and for York to become the UK’s first human rights city in 2017.

The human right to health care means that hospitals, clinics, medicines, and doctors’ services must be accessible, available, acceptable, and of good quality for everyone, on an equitable basis, where and when needed.

By signing the human rights pledge Healthwatch York are saying that: + W e believe in dignity, respect and fairness for all + We believe human rights matter in York + We support York as the UK’s first Human Rights City

York was declared the UK’s first Human Rights City in April 2017.

8 | Healthwatch York | Spring 2017

York: Human Rights City The York Human Rights City Network (YHRCN) involves representatives from the City of York Council, York CVS, York Citizens Advice Bureau, International Service (a rights-based international development organisation based in York), North Yorkshire Police, the City of Sanctuary movement and the Centre for Applied Human Rights at the University of York. Financial supporters include the Joseph Rowntree Charitable Trust, Joseph Rowntree Foundation as well as the Economic and Social Research Council.

What is a Human Rights City?

YHRCN believes that cities,

Why York?

York is uniquely positioned to lead on human rights in the UK due to its rich history of democratic innovation, philanthropy, socially responsible industry and a strong role in social justice issues. Human rights can support discussion about dignity, fairness, justice, equality and progress across the city, providing a safe framework for complex conversations.

To find out more contact Heidi Chan, York: Human Rights City coordinator: Telephone: 01904 621133 or 01904 325778 Email: Heidi.chan@york. ac.uk Or visit: www.yorkhumanrights.org Pictured above: Heidi Chan, Human Rights City Network Coordinator (left) with Healthwatch York Manager Siân Balsom

Be Independent Be Independent is a Social Enterprise Community Interest Company, formerly known as City of York Council Community Equipment Loan Service (CELS) and Warden Call Service.

Be Independent’s mission is to promote lifelong independence. They aim to do this by creating a telecare and equipment service that helps people manage their lives and stay independent in their own homes.

Be Independent offers several services including: Equipment Loan Service The Equipment Loan Service provides simple aids to daily living for disabled people, people recovering from surgery, older people and their carers. Be Independent staff respond quickly to requests and equipment is delivered, using their own vehicles, direct to the required location.

Before equipment can be provided, a Health Care assessment is required. A Health Care Professional will identify the type of equipment and level of service you need. If you feel that you, or someone you care for, would benefit from help with daily living, please contact City of York Council Occupational Therapists on 01904 555111 to have your needs assessed.

Equipment is provided free of charge subject to referral needs.

365 days a year. Personalised equipment is connected to your home phone, and when activated in an emergency allows you to speak with staff at the control centre. If you are unable to talk, they will assume that you need help.

Operators are on standby 24/7 and respond either by: + s ending a mobile warden to your home + a lerting the emergency services + contacting your doctor + contacting a relative or friend + o ffering advice and information The Telecare Response Service offers 24/7 support to help people maintain independent living at home. The service allows peace of mind for older people, or those with health conditions and their carers. A Lifeline box installed in your home connects sensors to the operations centre where a dedicated team are on standby day and night to respond to your needs. Wardens not only offer emergency response, but carry out regular home visits to offer advice and support to customers.

Be Independent have now launched a new service – private Occupational Therapy assessment. They say: “We can offer quick access to professional advice from a Senior Occupational Therapist. Advice can also be obtained free from your local authority occupational therapist but there is often a waiting list for their service.

The assessments will take place in the customer’s home and will likely result in recommendations and prices for equipment that will support the person to minimise risk and increase their independence.

Equipment can assist in many areas e.g. toileting, bathing, property access, stair climbing, kitchen tasks.

The cost of an assessment is £89 for people living within the City of York Council boundary and £99 outside of that area.”

For more information you can look at the Be Independent website: www.beindependent.org.uk Phone: 01904 645000

Response Services Response service, previously called Warden Call Service, provides access to emergency assistance 24 hours a day, Spring 2017 | Healthwatch York | 9

I had difficulty accessing an NHS dentist when moving to the area.”

We have now lived in Acomb for over two years and cannot find an NHS dentist anywhere. I am in desperate need of a dentist but don’t have the money to go privately.”

I have tried to research dentist options in the past and found getting any information on which services I can get free very difficult to find”

Accessing NHS dental services in York The first topic on Healthwatch York’s 2017/18 work plan will be access to dental services. We want to hear about your experiences getting the dental treatment you need and we are in the process of planning a comprehensive programme to gather as much information as we can.

Everyone should be able to access good-quality NHS dental services. For this to happen, people first have to find an NHS dental practice that is convenient to them, meets accessibility requirements, and has appointments available. Dental practices won’t always have the capacity to take on new NHS patients – people may have to join a waiting list, look for a different dentist who is taking on new NHS patients, or be seen privately. Once an appointment has been made, people need timely and clear information about the treatments they can have, how 10 | Healthwatch York | Spring 2017

much they should pay, and any financial help they might be able to get.

Responses to Healthwatch York’s work plan survey included the following comments from people who have experienced problems finding an NHS dentist in York:

I have been unable to find an NHS dentist in York. I’m currently registered with a private dentist but I don’t go as often as I’d like, or should, as I can’t afford it.”

We also heard from parents who found an NHS dentist to see their children, but have been unable to register with the same NHS dentist themselves.

A number of other local Healthwatch have raised concerns about people who may find it particularly hard to access dental services – care home residents, people who use a wheelchair or have other access requirements, people who do not have English as their first language, people who are homeless.

The NHS Choices website is We found it impossible to a key source of information access an NHS dentist in York for patients who are looking and are now registered with a for a dentist. Some local private dentist so we go far less Healthwatch have reported often than we should and that data on NHS Choices is don’t have the follow up often out of date with practices treatments that we need having merged, moved entirely (fillings etc) as we cannot into private practice or having afford them.” out of date contact details.

In 2015 one local Healthwatch reported that it was ‘Easier to get access to a hairdresser than a dentist’ if you were a local care home resident. One local Healthwatch reported that care homes had told them about accessibility problems for wheelchair users in dental practices. They were also concerned about the difficulties involved in transporting older residents to access Community Dental Service clinics with hoist facilities.

What will Healthwatch York be doing?

area. Once you find a dental practice, you may have to fill in a registration form at your first visit, which is purely to add you to their patient database.

However, that does not mean you have guaranteed access to an NHS dental appointment in the future.

If you do not have a regular dental practice or are new to the area, you can search for an NHS dentist near you on the NHS Choices website: www.nhs.uk/Service-Search/ Dentist/LocationSearch/3

Not all dentists are able to take on new NHS patients and you During the summer may have to join a waiting Healthwatch York will be giving list or contact a number of local people opportunities to dentists before you find one tell us about their experiences who can accept you. in a number of different ways.

If after contacting several We want to hear from as dental practices you still can’t many people as possible and find a dentist accepting NHS all the feedback you give us patients, you can contact NHS will be included in our report England. For York, our NHS on access to dental services England area office can be which will be published later contacted on 0113 8251986 this year. In the meantime don’t forget you can tell us about your experiences about any How to get emergency health and social care issues in dental treatment a number of ways: If you think you need urgent dental treatment, contact your Phone: 01904 621133 Email: healthwatch@yorkcvs. usual dentist first as some practices offer emergency org.uk dental appointments. If your Write to us: Healthwatch York dentist does not have any FREEPOST RTEG-BLES-RRYJ emergency appointments, or 15 Priory Street, York YO1 6ET you don’t have a dentist, ring 01904 725 422 or call NHS 111.

Twitter: @healthwatchyork Website: www.

Don’t forget to tell Healthwatch healthwatchyork.co.uk York about your experience!

How to find an NHS dentist There is no need to register with a dentist in the same way as with a GP because you are not bound to a catchment

What's on offer for disabled children in York www.yor-ok.org.uk/ families York's local offer website enables parents and young people to see what is available for disabled children and young people in York and how to access activities and services.

Over the past year we have worked hard on improving the accessibility and raising awareness of the Local Offer website within York. A wide range of parents and carers and support services have helped provide ideas and suggestions for improvements to the site.

We have redesigned the website to help make it easier for people to find what they are looking for, to suggest interesting activities or groups and to bring together important documents and information.

We have also set up a Local Offer drop in service where parents and carers can come along and meet with another parent who can guide them through the Local Offer and everything it holds.

For more information please get in touch – we would love to hear your thoughts, suggestions and ideas on how we can improve things further.

Contact YorkFIS on 01904 554444, twitter.com/ yorkfis, fis@york.gov.uk, yor-ok.org.uk Spring 2017 | Healthwatch York | 11

Beacon say:

NHS Continuing Healthcare – getting help to navigate the process NHS continuing healthcare is free care provided outside of hospital by the NHS for eligible people who need care as a result of a disability, accident or illness. People who meet the eligibility criteria have the full cost of their care and accommodation funded by the NHS. In January 2016 continuing healthcare was chosen in our work plan survey when 32% of respondents voted continuing healthcare as one of the top three priorities for Healthwatch York to look at.

One of the conclusions from the report was that patients and their families don’t have enough information about NHS Continuing Healthcare at the time they need it. Continuing Healthcare conversations and assessments take place at a highly stressful time in peoples’ lives and they struggle when they don’t have access to support.

NHS England have a contract with Beacon to provide an independent continuing healthcare information and advice service.

12 | Healthwatch York | Spring 2017

If you have a question, would like to discuss your assessment or need to talk to someone independent about your situation, Beacon can provide you with up to 90 minutes of free written or verbal advice as well as free literature.

You can contact Beacon by phoning: 0345 548 0300 or visiting their website: www. beaconchc.co.uk and sending a ‘Talk to us’ request to schedule a free consultation with a trained NHS continuing healthcare adviser.

Beacon can also signpost you to other trusted not-for-profit organisations who may be able to provide you with expert advice on matters related to your situation.

“It is quite normal to feel overwhelmed if you are new to continuing healthcare.

Continuing healthcare assessments often come along at a time when people are already having to deal with the stress, uncertainty and emotional exhaustion of looking after a loved one or trying to find care for when they leave hospital. We understand that many people just need a straight answer to a question without having to fill in any paperwork or read through information guides to get that answer.

We’ve put together a free Navigational Toolkit which is designed to answer a number of common questions about NHS Continuing Healthcare and to give you a comprehensive understanding of the current system.”

Beacon’s Navigational Toolkit is designed to assist anybody in England who may be requiring long-term care for the first time or are at any other stage of the continuing healthcare process, to understand whether they may be eligible, prepare them for the assessment and to help them navigate the appeal process.

You can download the Navigational Toolkit or request a postal copy via Beacon’s website.

and their carers, and young people aged 13-18 who may be experiencing anxiety, stress and bullying.

In July we will be launching a new Books on Prescription collection in our libraries focussing on both the physical and mental issues that can affect people living with a long term health condition.

Reading Well Books on Prescription supports the health and wellbeing of people in York Explore York Libraries and Archives works in partnership with the Reading Agency to deliver Books on Prescription in York (BOP).

Our libraries hold special collections of books selected by experts and health care professionals which can be borrowed by library members (our libraries are free to join). We can send GPs and healthcare professionals an electronic prescription (booklist) which they can print off and tick recommended

titles to give to their patients to take to their local library to borrow. All of the books can also be borrowed without a prescription.

There are currently 3 different BOP collections. These focus on self-help approaches to common mental health issues, people affected by dementia

My Stroke Guide York The Stroke Association has started a new piece of work in York funded by the City of York council.

My Stroke Guide is an online platform created to help empower you to make the best possible recovery following a stroke. The interactive website can be used on computers, tablets and smartphones, and it can be accessed anywhere

with an internet connection.

The site offers a goal feature and peer support, as well as essential information in aphasia friendly formats. The guide can support carers and families as well as stroke survivors.

To launch the collection we would like to invite organisations that support people living with long term conditions to take part in a market place event at York Explore Library and Archive on Friday 28th July. It will be a great opportunity for you to raise public awareness about your work. If you would like to find out more about this event or book a table, please contact wendy.kent@exploreyork. org.uk To find out more about Books on Prescription see: www.exploreyork.org.uk/ reference/health-andwellbeing and https:// readingagency.org.uk/adults/ quick-guides/reading-well/

A tool like My Stroke Guide is a great way to put stroke survivors in control.�

Mauricio, stroke survivor.

If you are interested in finding out more or want to volunteer with the new project: Contact: Katy Barton Telephone: 01904 422068 Mobile: 07908 981 628 Email: katybarton29@ gmail.com

Spring 2017 | Healthwatch York | 13

John’s Campaign - for the right to stay with people with dementia York Teaching Hospital NHS Foundation Trust has signed up to a national campaign, which confirms its commitment to improving the experience of patients with dementia and their families when they are in hospital. Hester Rowell, Lead for Patient Experience said: “We know from feedback we have received that a stay in hospital can be particularly disorientating for a patient with dementia.”

John’s Campaign was founded after the death of Dr John Gerrard in November 2014, by his daughter Nicci. She believes her father, who suffered from Alzheimer’s, would have benefited greatly if she had been able to stay with him during his time as an inpatient.

Nicci now campaigns nationally for the right of carers of patients with dementia to be able to stay with their loved ones while they are in hospital.

Emma George, Assistant Director of Nursing, and the Trust’s Lead for Dementia Care said: “We recognise the importance of listening to and involving carers when someone with dementia is in hospital as we know it leads to improved experience, quality of care and outcomes.

We are promoting John’s Campaign with staff across all our hospitals to gain their commitment to making carers feel welcome and supported. Carers will be offered the flexibility to be with the patient when they are most needed, and this may often be outside of our regular visiting hours.”

To find out more about John’s Campaign visit: www.johnscampaign.org.uk

Visiting times at York Hospital Visiting times are now 11.00am-8pm for all wards at York Hospital. All visiting is at the discretion of the nurse in charge of the ward, who will make sure that needs of all patients are respected; including dignity, privacy and the need for rest.

14 | Healthwatch York | Spring 2017

2017 National Maternity Survey – a chance for women to have their say about local services The 2017 Maternity Survey is part of a national survey programme run by the Care Quality Commission (CQC) to collect feedback on the experiences of women using NHS maternity services across the country.

The results contribute to CQC’s assessment of NHS performance as well as on-going monitoring and inspections. The programme also provides valuable feedback for NHS trusts, such as York Teaching Hospital NHS Foundation Trust, which they can use to improve the quality of care and patients’ experience in the future.

Between April and August 2017 questionnaires will be sent out to a sample of women who gave birth in February 2017.

If you have any queries or questions about the survey, you can contact patient. survey@cqc.org.uk More information is available at: www. cqc.org.uk/maternitysurvey

ICU Sister Gail Taylor, Staff Nurse Emma Garner and Research Nurse Kate Shaw with the Night Owl sleep pack

A better nights sleep at York Hospital thanks to the Night Owl project Feedback from Friends and Family Test results and the National Inpatient Survey recently revealed that some York Hospital patients are struggling to sleep because of noise on the wards. The Patient Experience team has worked with nursing colleagues to come up with an idea to help patients get a better night’s sleep – the Night Owl project.

The project involves each ward in the Trust thinking about how they can find effective ways of reducing noise on the ward.

Hester Rowell, Head of Patient Experience, said: “We’ve had a really good response from staff. Whole teams have got their heads together and come up with lots of different

ways to reduce noise in their specific ward environments.

It can often be the simplest things that make the biggest difference such as staff keeping their voices down during the night or turning off lights as soon as possible.”

The Intensive Care Unit (ICU) was one of the first wards to embrace the Night Owl project.

The team have introduced lamps for night staff to read notes so that lights could be turned down, ear phones for patients that want to watch TV and even bins with quiet lids. A huge boost for the project has come with the production of a patient sleep pack consisting of an eye mask and ear plugs, funded by the hospital charity

and the Friends of York Hospital. Hester added: “We are really pleased that our senior nurses have given their backing to this project and that feedback from patients so far has been very positive. Most wards have now signed up to the project with their own pledge.”

Spring 2017 | Healthwatch York | 15

Contact us:

C

ABC

C

ABC

C

ABC

C

ABC

C

ABC

RTEG-BLES-RRYJ Freepost

Healthwatch York 15 Priory Street York YO1 6ET 01904 621133 07779 597361 – use this if you would like to leave us a text or voicemail message healthwatch@yorkcvs.org.uk @healthwatchyork Like us on Facebook www.healthwatchyork.co.uk ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

Visit our website and leave your feedback about local services

York CVS ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

ABC

te a

e

et re St

t

u

N

e

nn



ry io Pr

M

ic kl

g

e

ne

O N

Askham Bar Railway Station

La

White Line No. 3

ry



PARK&RIDE

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

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

City centre



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.

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

proud to be part of

re

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

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

Healthwatch 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.

St

ABC ABC

Bl os so m

C

C

What is Healthwatch York?

16 | Healthwatch York | Spring 2017

We are here

Healthwatch England As 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.