Health, adult social care and ageing Local Healthwatch outcomes and impact development tool Version 2 March 2014
Health, adult social care and ageing
Local Healthwatch outcomes and impact development toolVersion 2 March 2014
2 Local Healthwatch outcomes and impact development tool
Introduction 3 How the Tool can be used 4 How the Tool is organised 4 Thefirstfoursections–thegrid 5 BlankgridforlocalHealthwatchtoaddoutcomesbasedonlocalpriorities 5 Resources 5 Wickedissues 5 Methods 6
Section 1: governance Visionandmission 7 Accountabilityandtransparency 10 Form,systemsandmanagementarrangements 13 Culture,skillsandlearning 15
Section 2: finance Financialmanagement 20 Accountingandreporting 22 Effectiveuseofresources 23 Financial sustainability 24
Section 3: operations Accessibility 26 Influencing 28 Informationandsignposting 31 Beingacommunityvoiceandconsumerchampion 34
Section 4: relationships Relationshipswithcommunityandconsumers 40 Relationshipswithkeylocalpartners 47 Relationshipswithproviders 58
Section 5: blank grid for local Healthwatch to add outcomes based on local priorities 67
Section 6: resources 68
Section 7: wicked issues 74
Section 8: methods 77
Contents
Local Healthwatch outcomes and impact development tool 3
Introduction
ThisoutcomeandimpactdevelopmenttoolhasbeendesignedtopromotethedevelopmentoflocalHealthwatchasanindependentorganisationthatcaneffectivelyandefficientlydeliveritsfunctions.
It is intended to assist local Healthwatch identifywhatoutcomesandimpactsa‘Good’localHealthwatchcouldachievethroughthedeliveryofitsfunctions.Thetooldoesnotstate‘whatgoodlookslike’-thatiscontainedintheresource‘DeliveringLocalHealthwatch’.
‘DeliveringEffectiveLocalHealthwatch’updatesandrefreshestheresource.‘DevelopingEffectiveLocalHealthwatch’publishedbeforetheofficiallaunchofHealthwatch.
SowhenyouaresettingyouroutcomesandimpactsforlocalHealthwatchitiswisetopayattentiontothecontentof‘DeliveringLocalHealthwatch’,asitwillhelpcouncilstounderstandbetterthecommissioningoflocalHealthwatchandreviewhowwelltheirlocalHealthwatchdeliversitsrolesandresponsibilities.ItcanalsohelplocalHealthwatchorganisationsdeveloptheirunderstandingofwhatisexpectedofthemandhowtheycandeliverbestpractice.
‘DeliveringLocalHealthwatch’seekstosupportsector-ledimprovementatacouncil
levelbyhelpingtoshapetheoutcomescouncilswanttoachieveintheirlocalHealthwatchcommissioningrole.Itisimportanttoemphasisethatthedocumentdoesnotcoverthecommissioningprocessitself,nordoesitcommentonorganisationalmodelsforlocalHealthwatch.
HavingalocalHealthwatchthatunderstandswhatisexpectedofitandhowitcandeliverbestpractice,isthefirststepinbeingabletodemonstrateoutcomesandimpactstheorganisationisachieving.
ThistoolprovidesarangeofoptionstohelplocalHealthwatchachievethis.Itsetsoutsuggestionsforgoodpracticeanddiscussesopportunities,dilemmasandsolutionstoassistlocalHealthwatchtonavigatethecomplexitiesinvolvedindevelopinganeworganisationwithachallengingrole.
ItpresentsamenuofoutcomesandimpactsthatcanbeadoptedandadaptedbylocalHealthwatchandcouncilcommissioners.
ThetoolisjointlyproducedbytheLGAandHealthwatchEngland,andhasbeenshapedandtestedinarangeoflocalHealthwatchareas.WearegratefultothecouncilsandlocalHealthwatchorganisationsthathavecontributedtothetoolandcommentedondrafts.Thanksalsotothosewhohavesentcopiesoftheirownprotocols,outcomes,performanceframeworksandsuccessmeasuresfromwhichwehavedrawn.
Local HealthwatchOutcomesandImpactDevelopmentTool
4 Local Healthwatch outcomes and impact development tool
The Tool recognises that:
• localHealthwatchareatdifferentstages ofdevelopmentsoneedtomoveattheirownpacewhilealwaystryingtolearnfromthe best
• local,regionalandnationalsystems,relationshipsandconceptsarestillbeingdeveloped,andtheviewsofpeopleusingtheToolaresoughtsothatitcanbefurthershapedandformedtomeetneeds.
How the Tool can be usedThisisaflexibleToolwhichcanbeadoptedandadaptedbylocalHealthwatchandbycouncilcommissionersoflocalHealthwatchandusedinarangeofdifferentwaysdependentonlocalcircumstances,forinstance:
• topromptdiscussionbetweencommissionersandlocalHealthwatch
• toinformkeystakeholdersandpartnerswith local knowledge about what Healthwatch is there to do
• todevelopalocaloutcomesandperformanceframework
• asawayofassessingprogressincomparisonwithlocalHealthwatchinotherareasandthroughpeerreview.
How the Tool is organisedLocalHealthwatch’sremitistoengagewithpeoplesothattheirviewsinform,shapeandimprovehealthandcareservices.TheToolisbasedondeliveringthoseoutcomesandlongerterm,widerimpacts.ItaimstoassistlocalHealthwatchandcommissionerstomovebeyondafocusonoutputssuchas
numberofmeetingsheldorattended,totheoutcomesthatlocalHealthwatchseekstoachieve-forinstancespecificimprovementstohealthorcareservicesbasedontheviewsofpeoplewhouseservices.InthelongertermitsuggestswaysofassessingtheoverallimpactoflocalHealthwatch’sworkonthewidercommunity,stakeholders,healthimprovementandhealthinequalities.
Aspubliclyfundedbodies,localHealthwatchmustbeabletodemonstratethattheyareachievingtheirobjectivesandthattheirorganisationisfitforpurpose.TheTooloffersasystematicwayforlocalHealthwatch,theircouncilcommissionersandthepeopletheyservetomovefromdecidingwhichoutcomeswillmeettheirobjectives,“Whatdowewanttheoutcomestobe?”,totakingaction,“Whatcouldwedotoachievethem?,tofindingwaystoassesstheirprogress,“Howwouldweknowwehavesucceeded?”
Thetoolispresentedinsixseparatelooseleafsections:
• Governance
• Finance
• Operations
• Relationships
• Resources
• Wicked Issues
Althoughthesectionsarepresentedseparatelythereareanumberof crosscuttingthemes.
5 Local Healthwatch outcomes and impact development tool
Thefirstfoursections –thegridTobecomeorganisationsthatconsistentlydeliveronoutcomesandimpact,localHealthwatchneedtogetthefundamentalsofgovernance,financeandrelationshipsrightandtodevelopaneffectiveoperationalapproachasastablebasisfortheworktheydo.Thereforethegridbelowisdividedintofoursectionseachwithanumberofoutcomes:
• Governance
• Finance
• Relationships
• Operations
Eachoutcomewithinasectionisnumbered,egG1andG2aregovernanceoutcomes,F1andF2arefinanceoutcomesetc.Inevitably,therewillbesomecross-referencingandoverlappingbetweenthesections,aseachtopicconnectswiththeothersandtheactivitiesneededtoachieveoutcomesareinterdependent.Incross-referringoutcomesinthedifferentsections,itishopedthataricherpicturewillemergeofthepotentialandoverallaspirationsoflocalHealthwatch.
The grid should be seen as a guide only, notasaprescriptivelistof“mustdos”.Itisintendedtobeflexibleenoughtobeadaptedtolocalcircumstancesandwaysofworking.AblankgridispresentedattheendtosuggestthatlocalHealthwatchmaywishtousethegridtodeveloptheirownoutcomesandactionsbasedonlocalpriorities.
LocalHealthwatchwillneedtosetshort,mediumandlonger-termobjectivesandoutcomes.Theywillneedtothinknotonlyaboutwhattheywanttoachievein
theirfirstyear,butalsostrategicallyabouttheiraspirationsforthenextseveralyearstoenablethemtobecomeaneffectivecommunityvoice,consumerchampionandsustainablebusinessforthefuture.Eachsectionofthegridisthereforedividedaccordingly.AslocalHealthwatcharedevelopingdifferentlyacrossthecountry,nospecifictimescaleshavebeengiven.Thesearetobedeterminedlocally,basedonarealisticassessmentofwhatcanbeachievedwiththeresourcesandsupportavailable.
BlankgridforlocalHealthwatchtoaddoutcomesbasedonlocalprioritiesThissectioncontainsablankgridforcouncilsand local Healthwatch to record their locally developedoutcomesandimpacts.Toassistcouncils and local Healthwatch in their furtherdevelopmentandimplementationwe would encourage you to share any local outcomesandimpactswithcolleagues.
ResourcesThissectioncontainsalistofresourcesthatlocalHealthwatchmayfindhelpfulindevelopingtheirthinkingandplanningundertherelevantheading.LHWwillcertainlybeabletoaddtothissectionthemselves.
Wicked issuesInthissectionanumberofissuesarepresentedthatlocalHealthwatcharelikelytofaceinthecourseoftheirdevelopment.Therearenoprescriptivesolutionstothedilemmasdescribed–solutionswilldifferfromareatoarea.ThereforetheyareposedasquestionsforeachLHWtoconsiderindevelopingitsvision,objectivesandworkingpractices.Thedescriptionsof‘wicked
6 Local Healthwatch outcomes and impact development tool
issues’mayalsobeusefulasthestartingpointfordevelopmentsessions,board,stafforvolunteerseminars.Again,localHealthwatch will be able to add to these as theyconfronttherealitiesofdevelopinganeworganisation.
Methods
Methods to provide evidence of outcomes and impactsThissectiondiscussesarangeofmethodsthatcanbeusedtoprovideevidenceof
agreedoutcomesandimpactsforalocalHealthwatch.Examplesaregivenofthekindofinformationeachtypeofmethodmightdeliver.LocalHealthwatchareencouragedtobeflexibleandcreativeintheuseofthem.
ContactingLGAHealthwatchImplementationTeamandHealthwatch EnglandIfyouhaveanyqueries,comments,orwouldliketospeakwithamemberoftheLGAHealthwatchImplementationTeampleaseemail:[email protected]. [email protected].
7 Local Healthwatch outcomes and impact development tool
Local HealthwatchOutcomesandImpactDevelopmentToolSection1:governance Vision and mission
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termG.1: MissionSee also R.1.LocalHealthwatchunderstandsitspurposeastheindependentconsumerchampionforhealthandsocialcare.
Developavision/missionstatementorequivalentinconsultationwithawiderangeofstakeholdersparticularlypeoplewhousehealthandcareservicesandlocalcommunities.
Staffandboardmemberscanexplain thevision.
VisionclearlyavailableonthelocalHealthwatchwebsite.
Medium termLocalHealthwatchunderstandsitspurposeandcommunicatesthiswidely;externalstakeholdersunderstandthepurposeoflocalHealthwatch.
Reviewmissionstatementwithdeepenedinvolvement-e.g.stakeholdershelp developproposals.
Undertakeawareness-raisingexercisewithlocalcommunities.
WidercommunitiescanexplainthepurposeoflocalHealthwatchandknowhowtocontactit(identifiedthroughsurveyor similarexercise).
MorepeoplewhocontactlocalHealthwatchshowunderstandingofitsrole.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
lFundamentalreviewofthevision/ missionstatement.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
ResultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelieveitoperatesindependently.
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What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termG.2: Outcome-based planningSee also O.4, R.1.LocalHealthwatchknowswhatoutcomesitistryingtoachieveoverthenextthreeyears.
Developanoutcome-basedthreeyearstrategy/workplan.
Consult on the strategy with local communities
Developaframeworkformeasuring whetheroutcomesandlongertermimpactarebeingachieved.
Boardconsiderstheresultsoflocalconsultation and agrees the strategy in light ofthis.
Strategyisonwebsite.
Boardagreesaframeworkformeasuringoutcomes.
Medium termLocalHealthwatchknowswhetherithasmetitsinitialoutcomesandtakesanyactionnecessarytoimproveitsperformance.
Boardreceivesregularreportsonprogress(e.g.quarterly).
Undertakeanannualreviewofprogressandrefreshthestrategywithgreatercommunityinvolvement.
AsfaraspossiblealignstrategywithprioritiesidentifiedinJSNAandJHWS.
AnnualreportmeetsrequirementsinHealthwatchDirections,andreflectstheissuesandprioritiesraisedbylocalpeople.
Annualreportiswidelypublicisedinanaccessibleformat.
Longer term IMPACT How could we measure IMPACT?Serviceschangeandimprovetomeet needsidentifiedthroughJSNAandalign withJHWS.
LocalHealthwatchvolunteersandboardmembersactivelyengagedindevelopmentofcommissioningplansanddesign ofservices.
CommissioningplansshowinfluenceoflocalHealthwatch.
9 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
G.3: Focus on priorities and clear communicationLocalHealthwatchisfocusedonachievingitsoutcomes,butmaintainscapacitytorespondtourgentissues.
LocalHealthwatchknowswhocanspeakonbehalfoftheorganisation.
Boardstructuresitsagendatofocusonoutcomesandperformancewithspaceforurgentissues.
LocalHealthwatchdevelopsacommunicationandmediapolicy.
Agendas,reportsandminutesarepostedpromptlyonthewebsite.
Relevantpoliciesandproceduresareagreedbyboardandplacedonwebsite.
Medium termLocalHealthwatchknowshowitisperformingontheaboveoutcomes.
LocalHealthwatchreviewsanydifficultdecisions/issuesithasfaced,identifieswhetheranythingcouldhavebeendonedifferentlyandamendspolicies.
Refreshedpoliciesindicatingwherechangesaremadeareplacedonthewebsite.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHSandotherstatutoryandvoluntaryorganisations.
Undertakeexercisesuchassurveyor360degreefeedbacktofindouthowlocalHealthwatchisviewedbypartnerorganisations.
LocalHealthwatchisworkingtowardsan organisational accreditation such as InvestorsinPeople.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Accreditationisachieved.
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What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
G.4: Board skills and knowledgeLocalHealthwatchboardmembershipprofileincludesarangeofessentialknowledge andskills.
Auditmake-upofboardtoensuremembershiphasappropriateknowledgeandskills.
Considerco-optiontoincreaseskills.
Maintainsizeofboardtoreflectgovernance.
Identifyskillsneededonboardegfinance,leadership,involvement,localperspective,governance,businessdevelopment.
Boardmembersreflecttherangeofnecessaryknowledgeandskills.
Arrangementsareinplacetoaugmentskillsandperspectivesthrough,forinstance, co-option.
Medium termLaypeopleandvolunteerssuchaspeoplewhouseservices,carersandpatientsaredirectlyinvolvedinlocalHealthwatchgovernance.
Considerdedicatedrolesforconsumers.
Helppeopletodevelopskillsandconfidencetotakeanactiveroleingovernance.
Identifyothermeasurestoincreaseroleofcommunitiesinworkofboardsuchasadvisorygroup.
LocalHealthwatchincludestheperspectiveofpeoplewhouseservices/patients/carers.
Diversityofopportunitiesforinvolvement has increased while continuing to include therangeofnecessaryskillsandasizefit forpurpose.
BoardmembershipchangesovertimetoreflectlocalHealthwatchdirectionandfuturevision.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
ResultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelievesitoperatesindependently.
Accountability and transparency
11 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
G.5: Decision makingLocalHealthwatchisabletomakerobustdecisions,includingonhigh-profileissues.
LocalHealthwatchoperatestobestpracticein relation to:• enterandview
• useoftrademark.
LocalHealthwatchhasoperatingproceduresforhowdecisionsarereachedinlinewithRegulationsbasedonprinciplessuchas:
• reflectingtherangeofviewsnotjusttheloudestvoices
• independentdecisionsbasedonevidence
• reportswrittentoahighstandardofclarity,accessibilityandmethodology.
ConsidermessagesfromtheFrancisInquiryaboutmaintainingindependenceandfocusingonpriorities.
Enterandviewrepresentativesaretrained.
Proceduresareconsultedonwithstakeholders,amendedinlightofcomments,agreedbytheboardandpubliclyavailableonwebsite.
Medium termLocalHealthwatchdemonstratesthehigheststandardsoftransparency,involvementanduseofevidenceinitsdecision-making.
LocalHealthwatchreviewsitsoperatingproceduresinlightofexperienceandinvolvescommunitiesandpartnersin thereview.
LocalHealthwatchdevelopsstandardsforitsoperatingprocedures.
Proceduresredraftedinlightofexperienceandconsumer/partnerfeedback.
Standardsagreedandpubliclyavailable onwebsite.
12 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHSandotherstatutoryandvoluntaryorganisations.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
Undertakeexercisesuchassurveyor360degreefeedbacktofindouthowlocalHealthwatchisviewedbypartnerorganisations.
LocalHealthwatchisworkingtowardsan organisational accreditation such as InvestorsinPeople.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Accreditationisachieved.
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
G.6: Involving local communitiesSee also O.2, O.3, R.1.LocalHealthwatchdemonstratestransparencyinallitsactivity.
Allreports,papers,minutes,policiesandproceduresarepubliclyavailableonlocalHealthwatchwebsite.
Anindividualisresponsiblefor updatingwebsite.
Websiteupdatedregularly.
Culture, skills and learning
13 Local Healthwatch outcomes and impact development tool
Medium termLocalHealthwatchcandemonstratehowlocalpeoplehaveinfluenceddecision-making,prioritisationandrecommendations.
AlocalHealthwatchstakeholderadvisorygroupestablishedtoadvisetheboardonsignificantissues.
Mechanismsareinplacetofeedbacktopeopleconsultedhowtheirviewshavebeentakenintoaccount.
Influenceoflocalpeoplerecordedin relevantreports.
Influenceisrecordedinnewsletter/ newmedia.
LocalHealthwatchhasmechanismsfordiscussionswiththepublic.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
ResultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelieveitoperatesindependently.
Form, systems and management arrangements
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
G.7: Role and formLocalHealthwatchhasaformandstructurethatmeansitoperateseffectively.
LocalHealthwatchunderstandsitsdutiesandpowers.
LocalHealthwatchisclearabouttherespectiverolesofboardandseniorstaff.
Buildingonitsvision,localHealthwatchhasdevelopedaconstitution/operatingprinciples,inconsultationwithstakeholdersandlocalcommunities.
LocalHealthwatchworkstotheNolanPrinciplesofstandardsinpubliclife.
LocalHealthwatchhasasystemtoalloweffectivecommunicationbetweenboardandstaffegregularsupervision.
Boardamendsdraftconstitutioninlight offeedback.
Constitutionisavailableonwebsite.
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Medium termTheaboveoutcomesareembeddedin theorganisation.
LocalHealthwatchreviewsandlearnsfromanygovernanceproblems.
Feedbackexercisebetweenboardandseniorstaff.
Refreshedconstitutionifneeded.
Resultsofstaff/boardfeedbackarepositive.
Longer term IMPACT How could we measure IMPACT?
LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHS,otherstatutoryandthevoluntaryandcommunitysectors(VCS).
Undertakeexercisesuchassurveyor360degreefeedbacktofindouthowlocalHealthwatchisviewedbypartnerorganisations.
LocalHealthwatchisworkingtowardsanorganisationalaccreditation/qualitystandardssuchasInvestorsinPeople.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Accreditationisachieved.
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
G.8: CompetenceLocalHealthwatchoperatesasaneffective,competentorganisation.
LocalHealthwatchdevelopsasetoforganisationalandgovernancepolicies andproceduresegHR,complaints,finance,data-seeresourcesectionpolicies andprocedures.
Policiesandproceduresagreedbyboardandpubliclyavailableonwebsite.
Medium termStaffandvolunteersareclearabouttheirroles, actions, boundaries and who to go to forhelp.
Undertakeprogrammeofreviewsofpoliciesincludingtestingwhetherstaffareimplementingtheseeffectively.
Staffandvolunteersdemonstratetheyunderstandrelevantpoliciesandprocedures
15 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?
LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHSandotherstatutoryandvoluntaryorganisations.
LocalHealthwatchisavaluedmemberofthe VCS and contributes to raising their reputationandinfluence.
Undertakeexercisesuchassurveyor360degreefeedbacktofindouthowlocalHealthwatchisviewedbypartnerorganisations.
LocalHealthwatchisworkingtowardsan organisational accreditation such as InvestorsinPeople.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Accreditationisachieved.
LocalHealthwatchtakesactiveroleinvoluntary/communitynetworksanddevelopments.
Culture, skills and learning
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
G.9: Skills and knowledgeLocalHealthwatchboard,staffandvolunteersenableittooperateeffectivelyandcompetently.
Recruitmentandselectionofstaffincludesunderstandingthediverseneedsoflocalcommunitiesandasfaraspossibleincludesdifferentgroups.
ArangeofskillsarepresentinlocalHealthwatchincluding:strategic,influencing,politicalandreport-writingskills.AlsoIT,communications,engagement,advice andinformation.
LocalHealthwatchmakesarrangementstofillskillsgaps(egsharingstaff/skillswithotherorganisationsorsubcontracting).
HRpoliciesinplaceandoperating.
LocalHealthwatchhasidentifiedinitialskillsgapsandtrainingneedsforstaff,boardmembersandvolunteers.
HRpoliciesinplaceandoperating.
LocalHealthwatchhasidentifiedinitialskillsgapsandtrainingneedsforstaff,boardmembersandvolunteers.
16 Local Healthwatch outcomes and impact development tool
LocalHealthwatchhasacomprehensivesystemofsupervisionandappraisalforstaff.
Medium termLocalHealthwatchboard,staffandvolunteersenableittooperateeffectivelyandcompetently.
LocalHealthwatchhasatraininganddevelopmentprogrammeforboardmembers,staffandvolunteers.
LocalHealthwatchundertakesgroupdevelopmentalactivityegboardawayday.
Annualappraisalshavetakenplace.
Staffsicknessabsencelevelsarelow.
Traininganddevelopmentprogrammesinplaceanddeliveringoutcomes.
Accreditationisunderway.
Longer term IMPACT How could we measure IMPACT?
LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
LocalHealthwatchlinkswithlocalVCStraininganddevelopmentprogrammes.
LocalHealthwatchisworkingtowardsaccreditationforadviceservices.
ResultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelieveitoperatesindependently.
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Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHSandotherstatutoryandvoluntaryorganisations.
Consultationonexternalperceptionof localHealthwatchamongstusers,carersandpatients.
Undertakeexercisesuchassurveyor 360degreefeedbacktofindouthow localHealthwatchisviewedby partnerorganisations.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Adviceaccreditationisachieved.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
G.10: Role of volunteersVolunteershaveaclearroleinlocalHealthwatchandaresupportedby theorganisation.
Developvolunteerpolicywhichdescribesrole,induction,expenses/remuneration,oversightanddevelopmentalopportunities.
Proactivevolunteerrecruitmentfromacrosslocalcommunities.
Volunteerpolicyinplaceandonwebsite.
Volunteersstarttoreflectthediversityofthecommunityandincludepeoplewhouseservices,carersandpatients.
Medium termVolunteersbringawiderangeofperspectivesandskillstolocalHealthwatch.Volunteersfeelvaluedbytheorganisation.
Regularoversight,supportandcelebrationofvolunteerstakesplace.
Volunteersinvolvedintrainingsessions withstaff.
Retentionofvolunteers
Rangeofvolunteers.
Volunteersatisfaction.
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Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
ConsultationonexternalperceptionoflocalHealthwatchamongstcommunities,users,carersandpatients.
ResultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelieveitoperatesindependently.
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
G.11: Continuous improvementLocalHealthwatchstatesitscommitmenttocontinuousimprovementandacting onfeedback.
Establishapolicyforcomplaints,commentsandcomplimentsaboutlocalHealthwatchwhichdescribeshowlearningfromthesewillinfluencelocalHealthwatch.
Boardagreedpolicies/procedures.
Documentsonwebsite.
Medium termLocalHealthwatchcandemonstratehowithaslearntandimproved.
LearningfromcomplaintsconsideredbylocalHealthwatchboard.
LocalHealthwatchdiscussesperformancewithcommissioners.
LocalHealthwatchlooksintoorganisationalqualityassurancestandardsuchasInvestorsinPeopleorPQASSO(PracticalQualityAssuranceforSmallOrganisations).
LocalHealthwatchfeedsbackhowithasusedcomplaintsandcommentstoimproveperformanceonitswebsite.
Positiveresultsfromcouncilannualmonitoring.
LocalHealthwatchundertakesa‘yousay, wedid’collationofcomments.
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Longer term IMPACT How could we measure IMPACT?LocalHealthwatchistrustedbypeoplewhousehealthandsocialcareservicesandbythepublic.
LocalHealthwatchisseenasacredibleandeffectiveorganisationbypartnersinlocalauthorities,theNHSandotherstatutoryandvoluntaryorganisations.
Consultationonexternalperceptionoflocal Healthwatchamongstusers,carersandpatients.
Undertakeexercisesuchassurveyor360degreefeedbacktofindouthowlocalHealthwatchisviewedbypartnerorganisations.
LocalHealthwatchisworkingtowardsan organisational accreditation such as InvestorsinPeople.
Asabove,plusresultsofconsultationshowmajoritytrustandvaluelocalHealthwatchandbelieveitoperatesindependently.
Resultsofexercisearepositive.
Actionistakentolearnfromfeedback.
Accreditationisachieved.
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Local HealthwatchOutcomesandImpactDevelopmentToolSection2:finance Financial management
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termF.1: Responsible financialmanagement LocalHealthwatchmanagespublic fundsresponsibly.
Establishrobustfinancialmanagementpolicies,proceduresandsystemsthatenable local Healthwatch to:
• setabudgetandkeeptrackofit
• dealwithmoneycominginandout
• keepaccuratefinancialrecords
• forecastandplanfutureexpenditure.
UnderstandthelegalandfinancialrequirementsoftheformofsocialenterpriseadoptedbylocalHealthwatch.
Theboardincludesexperienceandexpertiseinfinancialmanagement.
LocalHealthwatchhasarrangementstoreinvestatleast50percentofdistributableprofitperyearinitslocalHealthwatchactivitiesandforcommunitybenefit.
Boardconsidersandagreesfinancialpoliciesandproceduresthatareinlinewithrequirementsoftherelevantregulator,HWlegislationandcouncilcontract.
Boardapprovesyearonebudget.
DocumentsarepubliclyavailableonthelocalHealthwatchwebsite.
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LocalHealthwatchhasarrangementsfordistributionofassetsintheeventoftheorganisationbeingwoundupordissolvedinaccordancewiththerulesofitsregulator.
Medium termLocalHealthwatchmanagespublic fundsresponsibly.
Boardreceivesregularfinancialreportswhichareopentopublicscrutiny.
Anysignificantvariation,over-spendorunder-spendisraisedwiththeboardas soonaspossible.
LocalHealthwatchreviewsfinancialallocationstoitsfunctionsandservicesto check whether the balance is right (eg issufficientfundingallocatedtoinvolvingchildren)andthatallocationfavours front-lineservices.
LocalHealthwatchhasrobustfinancialinformationtodemonstratetocommissionerswhatfundingisneededtorunaneffectivelocalHealthwatch.
EndofyearaccountsshowlocalHealthwatchhasabalancedbudget.Endofyearfinancialactivityandclosingpositionarepublishedaspartoftheannualreport.
LocalHealthwatchmeetsallfinancialrequirementsinitscouncilcontract.
LocalHealthwatchmeetsallfinancialrequirementsofitsregulatorandinHealthwatchregulations.
Followingreview,adjustmentsmadeifnecessarytofinancialallocationsinlocalHealthwatchplans.
Ifinprofit,localHealthwatchcandemonstratewhichofitsactivitiesbenefitfromadditionalinvestment.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisseenasanefficient,competentandopenorganisationwhichdemonstratesgoodfinancialmanagement..
See medium term success factors in F.1. and F.2.
LocalHealthwatchachievesF.1andF.2successfactorsyearonyear.
22 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
F.2: Transparency and honestyLocalHealthwatchputsarrangementsinplacetoshowthatithasanaccountable,openandtransparentapproachtotheuseofpublicfunds.
Buildacommitmenttoachievingvalueformoneyintorelevantdocumentationegconstitution,articlesofassociation.
Relevantdocumentationisagreedbytheboardandavailableonthewebsite.
Medium termLocalHealthwatchfinancialinformation isaccessibletothepublicandother interestedparties.
AboardmemberorseniorofficerisresponsibleforaccountingforlocalHealthwatchfinances,reportingtolocalHealthwatchboard.
Boardpapersrelatingtofinanceare publiclyavailable.
AnnualaccountsareapprovedinlinewithregulationscoveringthelocalHealthwatchorganisation.
Annualaccountsarepubliclyavailableonthewebsitewhenapprovedbytheboard.
ThelocalHealthwatchannualreportincludesinformationabouttheamountsspentbytheorganisationinitslocalHealthwatchcapacityandwhatthesewerespenton;appliesalsotoanylocalHealthwatchsubcontractor.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisseenasanefficient,competentandopenorganisationwhichdemonstratesgoodfinancialmanagement.
See medium term success factors in F.1. and F.2.
LocalHealthwatchachievesF.1andF.2.successfactorseachyear.
IndependentorpeerreviewconfirmsthatlocalHealthwatchisanefficient,competentandopenorganisationwhichdemonstratesvalueformoney.
Accounting and reporting
23 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
F.3: Value for moneyLocalHealthwatchunderstandswhatconstitutesvalueformoneyinthecontext ofitswork.
IncollaborationwithstakeholdersdevelopadefinitionofvalueformoneyinthecontextoftheworkoflocalHealthwatch.
Buildacommitmenttoachievingvalueformoneyintorelevantdocumentationegconstitution,articlesofassociation.
Relevantdocumentationisagreedbytheboardandavailableonthewebsite.
BoardmembersandstaffcanexplainhowtheyareseekingtoachievevalueformoneyinlocalHealthwatch.
Medium termLocalHealthwatchmakesefficiency savingstoreinvestinfrontlineserviceswherepossible.
Undertakeprogrammeofreviewsofactivityandexpendituretoidentifypotentialefficiencysavings.
Considermechanismsthatmayproduceefficienciesandgreatervalueformoney such as:• sharingback-officefunctions
• sub-contractingfunctions
• local,regionalorsub-regionalpartnershipseglocalHealthwatchobservatory.
Amountgainedfromefficiencysavings/betterorganisationandhowitisreinvested.
ExamplesofeffectiveuseofresourcessuchassubcontractingwiththelocalVCSforactivitiessuchasresearchorengagement.
Effective use of resources
24 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
F.4: Income generationLocalHealthwatchagreestoconsideritspotentialforincomegenerationatatimewhenitisoperatingeffectivelyinallitsactivities(asdemonstratedbymeetingoutcomesingovernance,finance,operationsandrelationshipgrids).
Buildthepotentialforextendingactivityintorelevantdocumentationegconstitution,articlesofassociation.
Relevantdocumentationisagreedbytheboardandavailableonthewebsite.
Financial sustainability
Longer term IMPACT How could we measure IMPACT?Commissionersandthelocalpopulationunderstand/feelthatlocalHealthwatchisavalueformoneyorganisation
See medium term success factors in F.1, F.2 and F.3.
Organisationisre-commissionedtolocalHealthwatchatfuturetendering.
Possiblynewservicescommissioned fromorganisation.
IndependentorpeerreviewconfirmsthatlocalHealthwatchisanefficient,competentandopenorganisationwhichdemonstratesvalueformoney.
25 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure impact?
LocalHealthwatchisoperatingsuccessfullyintheaboveareasandcanconsiderwideningitsactivity.
LocalHealthwatchhasdevelopedandimplementedasustainableincomestrategy.
LocalHealthwatchhasreservesthatwouldallowittooperateforayear.
LocalHealthwatchhasaprojectedsecureincomeoverathree-yearperiod.
Medium termLocalHealthwatchisoperatingsuccessfullyintheaboveareasandcanconsiderwideningitsactivity.
• Ifcharity,developfund-raisingpotential.
• Considerviabilityof,andoptionsfor,providingadditionalservices.
• Discussextendedrangeofserviceswithcouncilcommissioner-wouldthisbenefitlocal Healthwatch users and local serviceprovision?DiscusswithCCGs-egpotentialforsupportingpatientparticipationgroups.
• Discusswithcouncilegpotentialfortakingonotherpublicengagementactivity.
• Investigatethepotentialforprovidingcustomerinsight/engagementactivitiesinthewiderwellbeingcommunitye.g.housing,communitysafetyorganisations,universities.
Incomegeneratedthroughfundingandhowthishasbeeninvestedinfront-lineservices.
Tenders/applicationstoprovideawiderrangeofservices.
Tenders/applicationssuccessfulegcommissionedtocarryoutserviceevaluationfocusedonserviceuserexperience.
Incomegeneratedthroughfundingandhowthishasbeeninvestedinfront-lineservices.
Tenders/applicationstoprovideawiderrangeofservices.
Tenders/applicationssuccessfulegcommissionedtocarryoutserviceevaluationfocusedonserviceuserexperience.
26 Local Healthwatch outcomes and impact development tool
Local HealthwatchOutcomesandImpactDevelopmentToolSection3:operations Accessibility
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termO.1: Ease of accessSee also R.1.Anyone who wishes can contact local Healthwatchforhelpandsupport.
Accessiblewebsiteandphonelineup andrunning.
Systemformonitoringandrecordingcontactsandinquiriesonwebsiteandphone.
Agreementwithrelevantpublicsectorandvoluntarysectorbodiesformutuallinks onwebsites.
Ensurerelevantdocumentsareavailable inaccessibleformatsandlanguages.
Recordofwebsitecontactsandqueries.
Recordofphonecallsandqueries.Qualitativeanalysisoffollow-uptoqueriesandresultingoutcomes.
Medium termLocalHealthwatchunderstandsitspurposeandcommunicatesthiswidely;externalstakeholdersunderstandthepurposeoflocalHealthwatch.
DevelopoutreachprogrammeincollaborationwithVCS.
Supplementwebsite,phonelineandshopfrontwithsessionsinaccessiblecommunityvenues(egschools,GPsurgeries,daycentres,churches/temples/mosques,libraries,pharmacies,supermarkets).
Recordandevaluationofcontactsincommunityvenues.
Surveytoestablishcommunityknowledgeoflocal Healthwatch, how it can be contacted andhowaccessibleandwelcomingitis.
Surveyofvenues’perceptionofaccessibility.
27 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?EventhemostisolatedandseldomheardindividualsknowaboutandareabletocontactlocalHealthwatchforassistance andinformation.
LocalHealthwatchhasacase-findingandreferralsystemandagreedprotocolswithCCG(s),council,VCSandotherpartnerorganisations about how and when toreferandhowtorecordlocal Healthwatchreferrals.
AbletoshowawiderangeofroutesthroughwhichindividualsandgroupscancontactlocalHealthwatchandbereferredtosourcesofadviceandsupport.Recordofnewcontactsandreferralstokeycommissionersandproviders.Casestudiesillustratingcontactwithisolatedindividualsandcarersandinformationandsupporttheyhavereceived.EvidencefromhealthandsocialcareserviceprovidersthatdifferentgroupsandnewindividualsareusingservicesbecauseofcontactwithlocalHealthwatch.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.2: Understanding the community See also G.6.LocalHealthwatchhasanunderstandingofthecommunitiesitservesandhowtoincludeallelementsinitswork.
Developanoutreachandcommunicationsstrategywithexplicitreferencetoreachingouttoallpartsofthecommunityandamonitoringsystemandcontactsdatabasetorecord and disaggregate contacts (see O.1 above)
Informationfromcontactsdatabaseandcontactsmonitoringshowscontactsin allcommunities.
Medium termLocalHealthwatchincludesthosewhosevoicesareseldomheardthrough proactiveengagement.
Ensureworkprogrammeincludesactivitiesandstrategytoinvolvemembersofseldomheardgroupswhichtakeplaceinfamiliarandeasy-to-reachlocations.
AnnualreportlistsawiderangeoflocationsforlocalHealthwatchactivitywithstatisticsandcasestudiesaboutinvolvementofseldomheardvoices.
28 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisaccessibleandinclusiveinallitdoes.Itunderstandsthedifferenttechniquesforgatheringviewsandinvolvingpeopleinthedesignanddeliveryofservicesandchoosesthemostappropriatemethod,includingunderstandinghowqualitativeinformationcanbearichsourceofevidenceaboutthelivedexperienceofserviceusersandthequalityofservices.
Satisfactionsurveysofstakeholdersincludingcommunitygroupsandindividualmembersofseldomheardgroups.
InvolvementofwiderangeofgroupsandindividualsinservicedesignfacilitatedbylocalHealthwatch.
Developmethodologyforgathering andpresentingqualitativeaswellasquantitativeinformation.
Developcasestudiesandindividual storiesincollaborationwithserviceusersandcarers.
Positiveresultsofsatisfactionsurveys
Examplesofservicedesignandre-designthataddressneedsidentifiedbydifferentcommunitygroups(inJSNA,JHWSandindividualcommissioningplans).
Andsee‘influencing’tablebelow.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.3: Collecting views See also G.6, R.1.LocalHealthwatchhasaplanforsystematicallycollectingtheviewsofadiverserangeofserviceusers,thosenotyetusingservicesandthegeneralpublic.
Decidewhichtechniques(egfocusgroups,onlinesurveys,workwithVCOs)tousetocollectviewsfromdifferentcommunitygroupsandindividualsandtofeedbackonhowtheirviewsarebeingheard.
ThisperspectiveandvoicebeginstoappearinJSNAandJHWSdocuments.
Thehealthandwellbeingboard,individualcommissionersandprovidersbegintofindspaceatstrategicmeetingstolistenandrespondtocommunityvoices.
Influencing
29 Local Healthwatch outcomes and impact development tool
LocalHealthwatchworkswithVCOstosupportgroupsinputtingforwardtheirownviews,(egatHWBmeetings,NHS.
FoundationTrustmeetingswith publicgovernors).
Medium termLaypeopleandvolunteerssuchaspeoplewhouseservices,carersandpatientsaredirectlyinvolvedinlocalHealthwatchgovernance.
Considerdedicatedrolesforconsumers.
Helppeopletodevelopskillsandconfidencetotakeanactiveroleingovernance.
Identifyothermeasurestoincreaseroleofcommunitiesinworkofboardsuchasadvisorygroup.
LocalHealthwatchincludestheperspectiveofpeoplewhouseservices/patients/carers.
Diversityofopportunitiesforinvolvement has increased while continuing to include therangeofnecessaryskillsandasizefit forpurpose.
BoardmembershipchangesovertimetoreflectlocalHealthwatchdirectionandfuturevision.
Longer term IMPACT How could we measure IMPACT?Awiderangeofhealthandsocialcareforums(bothcommissionersandproviders)regularlymakespacetoheartheviewsofandfeedbacktoserviceusersandthepublic.
Servicesdescribethemselvesinthelanguageandfromtheperspectiveofservice-users(seetheMakingitReal‘Istatements’asanexample,referencedbelow)andaredifferentbecauseofthis.
Developamethodtorecordandpublicisehowdifferenthealthandsocialcareprovidersareengagingwithconsumers.
Compareandcontrastthewayinwhichhealthandcareservicesdescribethemselvesbeforeandaftertheworkof localHealthwatch.
Evidenceofgreaterandmorevariedpublicandservice-userengagementbycommissionersandproviders.
AdemonstrableshifttowardsthelanguageandperspectiveofserviceusersandpatientsinHWB,commissioners’andproviders’strategicdocumentsandevidencethatserviceshavechangedasaresult.
30 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.4: Influencing health and wellbeing board See also G.2, R.5.LocalHealthwatchisarespectedvoiceonHWBandHWBmembershaveagreaterunderstandingofconsumers’/serviceusers’experiencesoflocalhealthandsocial careservices.
DevelopclearproceduresforfeedingintoandbackfromtheHWBandmeetingswithhealthandsocialcarecommissioners.
Begintocollect,record,analyseandpresentrobustdataaboutusers’experiencesofhealthandsocialcare,identifyinggapsinintelligenceandinfluencingthesystemto fillthem.
Increasedpatient,service-userandpublicinvolvementinworkofHWB,advisedandsupportedbylocalHealthwatch.HWBhasanengagementstrategyinvolvinglocalHealthwatchrepresentatives.
LocalHealthwatchserviceuseranalysesroutinely discussed and drawn on in HWB deliberations.EvidenceofraisedawarenessamongHWBmembersabouttheimportanceofengagingwithcommunitiesandtheexpertiseandvaluethatVCOscanbringtodiscussionanddecisionmaking.
Medium termJSNAandJHWSdevelopedincollaborationwithandstronglyinfluencedbycommunityviewsandpriorities.
Localpeopleareenabledtomonitorandreviewthequalityofservicesandfeedbacktheirfindingstocommissioners andproviders.
ProposenewwaystodevelopJSNAandJHWSwithgreaterinvolvementofcommunityvoice.
Make local Healthwatch data, analysis and reportsavailableonwebsiteand othermedia.
LocalHealthwatchleadsonJSNAandJHWSworkinggroupswithacommunityinput.
JSNAandJHWSreflectgreaterevidenceofcommunityvoice.
VCOsdrawonlocalHealthwatch’sinformation,analysisandevidenceaboutneedsandservicestomaketheircaseforimprovedservices.
31 Local Healthwatch outcomes and impact development tool
HealthandsocialcarecommissionersinvitelocalHealthwatchinputintotheirindividualcommissioningplans.
Longer term IMPACT How could we measure IMPACT?ServiceschangeandimprovetomeetneedsidentifiedthroughJSNAandalignwithJHWS.
LocalHealthwatchvolunteersandboardmembersactivelyengagedindevelopmentofcommissioningplansanddesign ofservices.
MinutesofHWBmeetings.
MinutesofCCGandsocialservicescommissioninggroups.
Patientandserviceusersatisfactionsurveys.
CasestudiesandstoriesshowingevidenceoflocalHealthwatchinfluenceimprovingtheconsumerexperienceofservicedelivery.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.5: Information and signposting service See also G.6, R.1.BasicinformationaboutlocalhealthandcareservicescollectedandsystematisedbylocalHealthwatchand/orinformationandsignpostingconsortiumpartners.
RecruitmentofinformationandITprofessionalstolocalHealthwatchorsubcontractingITcapacitytospecialist.
Stafftrainingandregularupdatingonrelevantlocalservices.
Establishlinkswithotherinformationandadviceproviders.
Uptodateinformationdatabasesonwebsiteandincommunityvenues.
Contactsfromhealthandcareprofessionalsaskingforinformationonlocalservices.
Information and signposting
32 Local Healthwatch outcomes and impact development tool
Medium termAfit-for-purposecomprehensivelocalinformationandsignpostingsystemonhealthandsocialcareservicesthatgivespeopletheinformationtheyneedat firstcontact.
Workwithcommissioners,providersandestablishedvoluntaryandthirdsector
organisationsthatalreadyperformadviceandinformationsignposting
functionstoshareinformationdatabasesandsystems.Workwithotherstakeholderstosupportarea-widedevelopmentofuserfriendlyITsystems,incorporatingfeedbackfromusers.
Jointtrainingwithotherinformationproviders,egCAB.
LocalHealthwatchstafforconsortiumpartnerstaffaccreditedwithqualificationininformationandsignposting.Theyhavethenecessaryskillstosynthesise,interpretandunderstanddifferentkindsofinformationanduseinformationappropriatelytoprovidetheevidencebaseforreportsandrecommendationstocommissionersandprovidersandHWB.
Satisfactionsurveysofserviceusersandcarers,healthandsocialcareproviders.
BenchmarkingwithotherlocalHealthwatchandinformationproviders.
33 Local Healthwatch outcomes and impact development tool
LocalHealthwatchhasanetworkof“communitysignposters”fromdiversebackgrounds,ietrainedvolunteersworkingincommunityvenuestosupplementonlineservicesandreachouttoseldomheard,resultinginincreasingnumbersfromdiversegroupsaccessingservices.
Longer term IMPACT How could we measure IMPACT?Localpeopleareenabledeasilytoaccessinformationaboutthestandardofprovisionoflocalcareservices.
Thereisanarea-widesingleentry“goto”virtuallocationforserviceusersandthepublic.EntrythroughthelocalHealthwatchvirtual‘frontdoor’ispartofanarea-wideinformationsystemarangeoflocalservicesandbenefits.Asystem-wide‘nowrongdoor’policymeansthattherearenumerousroutesandformatsforpeopletofindtheconsistent,up-to-dateinformationtheyneedtoaccessandinfluenceservices.
HealthandsocialcarecommissionersandproviderscontributetofundingoflocalHealthwatchinformationandsignpostingservicebecausehighqualityservicehasreducedinformationinquiriestocommissionersandincreasedeaseofaccesstoinformationforproviders.
LocalHealthwatchispartofaconsortiumorothercollaborativeefforttoprovidethearea’ssingleentrylocationforinformationonsupportandservices.
ExtensivepartnershipbetweenhealthandsocialcarecommissionersandproviderssystematicallyfeedingintolocalHealthwatchinformationandsignpostingportal.
Increasingcross-referralbetweenservicesasfrontlinestaff(egGPs,healthvisitors,homecareassistants)morefamiliarwithandhaveeasieraccesstoinfoonthefullrangeofservices.
Additionalfundingfromcommissionersandproviderstoruninfoandsignpostingportal.
Satisfactionsurveysofusersofself-directedhealthandcareservices.
Casestudiesofinfoandsignpostingservicesbringingpeople(commissioners,providersaswellasserviceusersandcarers)intocontactwithservicestheypreviouslydidnotknowabout.
Graphicrepresentationofthearea’spublicinformationandsignpostingservices,showing‘nowrongdoor’routestoinformation.
34 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.6: Consumer rightsPeopleunderstandthatascitizensandusers/consumersofhealthandcareservices,theyhavecertainrightsinterms ofqualityandaccesstoservices.
PromotetheNHSConstitution,theMandatetotheNHS,theMakingitRealframeworkforsocialcareandotherrelevantdocumentsthroughlocalHealthwatch’scommunicationschannelsandthroughpartners.
Evidencethatpeopleareincreasinglyinquiringabouttheirentitlementstoservices.
Medium termPeopleunderstandtheoptionsthatareavailabletothemandtheirrighttomakechoices,iftheywantto,abouthowtheyreceivecareandsupport.
Produceeasy-to-understanddocumentsexplainingoptions(andconstraintsonthem)andhowtoexercisechoices.
Supportorsignpostindividualstosupportinunderstandingoptionsandmakingchoices.
Linksonwebsitetoqualitativeinformationaboutprovidersofhealthandsocialcareservices(egtoCQCreports,surveys andreviews).
Increasingevidence(egfromGPs/socialservices)thatpeopleareexercisingtheirrightstoaccessandchoosebetweenserviceprovidersandthattheyareusingsignpostingandsupportservicestohelpthemmakeinformedchoices.
Monitorinquiriesandadviceonaccess andchoicetoensurethemostdisadvantagedarereceivinginformation tomakeinformedchoices.
Being a community voice and consumer champion
35 Local Healthwatch outcomes and impact development tool
Medium term How could we measure IMPACT
Patternsofserviceprovisionbegintoalignmorecloselywiththeprioritiesofserviceusersandpatientsasreflectedinthechoicestheyhavemade.
The Health and Wellbeing Board and health andsocialcarecommissionersdevelopcommissioningstrategiesandplansbasedonpatientandservice-userchoices,followingpresentationsandpromotionofoptionsbylocalHealthwatch.Providersshowtheyaredevelopingservicesinresponsetochoicesmadebypatientsandserviceusers.
Analysisofinformationandsignpostingserviceprovidinginformationaboutoptionstoserviceusersandpublic.
InformedbylocalHealthwatchfeedback,referencestotheexerciseofchoiceanditsinfluencewithincommissioningstrategiesandplansandinthedevelopmentofservicesbyproviders.
Surveysofconsumers/serviceusersaskingabouttheirexerciseofchoiceandhowtheybecameawareofoptions.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.7: RepresentationLocalHealthwatchispositionedtogather,understandandrepresenttheviewsoflocalindividualsandcommunities.
Establish good relations with local VCOs, especiallythosethatworkwithcommunitiesandindividualsthatdon’taccess traditionalservices.
Establish good relations with other communitygroups(egfaithgroups).
PromotelocalHealthwatch,itsremitandvisionincommunitysettings.
VCOsexpressinterestinworkingwith localHealthwatch.
LocalHealthwatchreceivesinvitationstopresentitsworkincommunitylocations.
Individualsexpressinterestinvolunteering.
36 Local Healthwatch outcomes and impact development tool
Medium termLocalHealthwatchhasaworkprogrammeforsystematicallyseekingviewsofdiversecommunitiesandindividualsonkeyhealthandsocialcareissuesandservicesandpresentingthesetocommissionersandserviceproviderstoinfluencetheirapproach.
LocalHealthwatchshowspeoplethatitvaluestheirviewsandfeedsbackonhowitusestheinformationtheyprovideandwhatimpactithashad.
WorkwithVCOstoproduceeffective androbustcommunity-basedand actionresearch.
Developmethodologyfor“virtuouscircle”ofgatheringviews,presentingtheminforumswheretheywillhavemostinfluenceandfeedingbacktoconsumersandcommunitiesontheirimpact.
HWBandcommissionersrespondtoviewspresentedbylocalHealthwatchindevelopingJSNA,JHWSandcommissioningplans.
HWBandcommissionersseekadviceoflocalHealthwatchandVCSpartnersonimprovingtheirowncommunityengagement.
Longer term IMPACT How could we measure IMPACT
Consumerandcommunityviewsareevidentincommissioningdecisionsanddirection ofservices.
Specificservicesdevelopedtorespondtogapsandinequalitiesidentifiedthroughcommunityengagement.
Reportsofcommissionersandproviders,optionsforservicereconfigurationsandhealthandsocialcaregovernancepointtotheinfluenceofconsumers’andcommunities’viewsaspresentedby localHealthwatch.
VCOscommittolong-termworkingrelationshipswithlocalHealthwatch.
MinutesofHWBandcommissioningboards.Annualreportsofcommissioners,NHStrustsandothersocialcareandhealthproviders.
JointprojectswithVCOsand communitygroups.
37 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.8: Research, intelligence gathering and information feedback CommissionersandprovidersrespondpositivelytolocalHealthwatchevidence-basedassessments,intelligenceandresearchbasedonuserexperiencesofservicequalityincludingreportsofenterandviewvisits.
Planinformationandintelligence-gatheringandengagementstrategiesandselectionandauthorisationofEnterandViewauthorisedrepresentativesanddeveloptemplatestoproducetimely,evidence-basedreports.
DecidewhetherandhowtoinputintoNHSQualityAccounts.
Reporttocommissioners,providers,health(andsocialcare)scrutiny,HealthwatchEngland/CQCasappropriate.
MakerecommendationstoHealthwatchEnglandtoundertakespecialreviewsorinvestigationsandpublishreportonparticularmattersarisingfromlocalHealthwatchfindings.
MinorchangesmadeinresponsetolocalHealthwatchreportsandrecommendationsonserviceusers’experiences.
38 Local Healthwatch outcomes and impact development tool
Medium term
CommissionersandproviderstransferlearningtodifferentserviceareasfromlocalHealthwatchreportsonengagementactivitiesandserviceusers’experience.
Makerecommendationsthatarespecific,measurable,achievable,realisticandtimely(SMART)andtransferabletootherservices.
Referissuestohealth(andsocialcare)scrutinyforin-depthinvestigation.
MakerecommendationstoHealthwatchEngland/CQCaboutspecialreviewsorinvestigationstoconduct.
Assist Healthwatch England in its work asappropriate.
MajorchangesmadeinresponsetolocalHealthwatchreportsandevidence-basedrecommendationsandassociated scrutinyreviews.
Longer term IMPACT How could we measure IMPACT
ThequalityofcareimprovesoverallandissuesofdignityandrespectareprioritisedinresponsetohighlightingandevidencefromlocalHealthwatch.
SatisfactionsurveysCQCandHealthwatchEnglandreports.
Morepositiveresultsfromsurveysand CQCassessments.
Findingsofimprovementsbydignitychampions,youngpeople’schampions.SurveysofVCOsrepresentingparticulargroupsandconditions,askingwhetherconsumers’/serviceusers’viewshavebeenrespectedanddignityaddressed.
39 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
O.9: Concerns and complaints Peopleknowhowtoraiseconcernsandmakecomplaintsaboutservices.
Clearsignpostingtoinformationonlocalcomplaintsadvocacyservice(s)forhealthandsocialcare.
Monitorandanalyseinquiriesaboutconcernsandcomplaintsandsignpostingtocomplaintsadvocacyservice.
Medium termPeoplearesupportedinraisingconcernsandmakingcomplaints.
Agreean(anonymised)information-sharingprotocolwithcomplaintsadvocacyservice(s).Workwithcomplaintsadvocacyservice(s)toanalysepatternsofcomplaintsandraisecomplaintsandconcernsappropriately(egwithHWB,CQC,QualitySurveillanceGroups,localsafeguardingboards,healthscrutiny).
Stafftrainingonthelocalcomplaintsadvocacyandsafeguardingsystems.
Feedbackfromcomplaintsadvocacyservice.
PositiveresponsesbyHWB,CQCetc.Issuestakenupbyhealthscrutiny.
Longer term IMPACT How could we measure IMPACT
Patternsofcomplaintsandissuesraisedbyindividualsinfluenceservicesforthebetter.
AnalysetheusemadeofstatisticscollectedbylocalHealthwatchandcomplaintsadvocacyservice.
Servicesde-commissioned/recommissionedinresponsetoconcerns/complaints,healthscrutinyreviewsarisingfromlocalHealthwatchreferrals,actiontakenbyCQC.
40 Local Healthwatch outcomes and impact development tool
Local HealthwatchOutcomesandImpactDevelopmentToolSection4:relationships Relationships with community and consumers
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termR.1: Consumers and community See also G.1, G.2, G.4, G.10, O.1. LocalHealthwatchisknowntobeopenforbusinessandopenandreceptivetoinputfromconsumersandthecommunity.
LocalHealthwatchunderstandsthekeygroupswithwhichitneedstoengageintermsoflocalcommunitiesandconsumers.
LocalHealthwatchissystematicallynetworkedwithallsectionsofthecommunity.
Undertakeauditofkeygroupsinlocalcommunitiesintermsofcharacteristics/geographyetc-tappingintoJSNAswhererelevant.
Identifydifferentwaysofbestinvolvingandcommunicatingwithkeygroups,particularlythosewhosevoicesarelessheardinrelationtohealthandsocialcareorwhoaremajorusersofservicessuchaschildrenandyoungpeopleandolderpeople.
Developanengagementstrategythatincludesengagementwithsignificantlocalcommunitiesofidentityandinterest.
InvolveVCOs,keygroupsandindividualsindevelopingengagementstrategy.
Websitedesignedwithinputfromkeygroups.
Rangeofpeoplebeginningtousephonelineandwebsitecontact.
Engagementandcommunicationstrategyproducedwiththeinvolvementofkeygroups.
Volunteers beginning to be recruited, inductedandtrainedfromrangeofcommunitiesforappropriatelocalHealthwatchactivities.
41 Local Healthwatch outcomes and impact development tool
Medium termPeoplewhousehealthandcareservicesknowthepurposeoflocalHealthwatch,areengagedwithitanduseitasasourceofinformationandsupport.
LocalHealthwatchisknowntobeanindependentvoicespeakingonbehalfofusersofhealthandsocialcareservices.
ReviewtheengagementandcommunicationstrategytoensurethatitdovetailswiththoseofotherkeypartnersinthestatutoryandVCStoavoidduplication.
Workwiththecouncilcommissioneroflocal Healthwatch and the health scrutiny committeetoaddresstheproblemsidentifiedbytheFrancisinquirysuchasunduedeferencetowardspowerfulNHStrusts.
PeoplefromarangeofbackgroundsareinvolvedinlocalHealthwatchengagementactivities,involvedindraftingreportsandrecommendationsandauthorisedforEnterandViewvisits.
Specificprojectsondifferentservicesinvolvearangeofvolunteersfromacrossthecommunity.
VolunteersinvolvedinoutreachandsignpostingworkoflocalHealthwatch.
LocalHealthwatchhaswelldevelopedwebsiteandproactivelyusessocialmediatoadvise,inform,engageandconsultwithconsumers.
Inputofvolunteersisrecognisedandrewardedappropriately.
InformationaboutlocalHealthwatchreachespeoplefromarangeofchannelssuchasfromthelocalVCS.
DiverseprofileofvolunteersinvolvedinlocalHealthwatchengagementandreportingactivities,includingoutreachtoseldomheardgroups.
DiverseprofileofvolunteersinvolvedinlocalHealthwatchengagementandreportingactivities,includingoutreachtoseldomheardgroups.
Evidencethatsignpostingandinformationserviceissupportedandusedbydiverserangeofusers.
Evidencefromuseofwebsiteandsocialmediabyconsumers/serviceusers.
42 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisfullyembeddedinthecommunity,isrecognisedasakeyelementinthevoluntaryandcommunitysectorinfrastructureandistrustedbyandengagedwithadiverserangeofpeople.
ThepublicandVCSuselocalHealthwatchasameanstoputforwardtheirexperiences,views,concernsandideasinrelationtoimprovinghealthandwellbeinginthe localcommunity.
DiversegroupsinvolvedatdifferentlevelsofengagementinworkoflocalHealthwatchacrossthefullrangeofitsactivities.
Prioritiesandworkprogrammedrivenbyinputfromserviceusersandcommunities.
LocalHealthwatchinputtodevelopmentofJSNA,JHWS,commissioninganddelivery ofservices.
Asabove.
Annualreportshowsawiderangeofengagementacrossallusergroups.
StoriesfromindividualsandgroupsabouthowtheyhavemadeadifferencethroughengagementwithlocalHealthwatch.
AnalysechangesinJSNA,JHWS,commissioninganddeliveryandabletopointtospecificexampleswherelocalHealthwatchhasmadeadifferencethroughgatheringandpresentingserviceusers’experiencesandcommunityviews.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termR.2: Children and young people See also R.6. ChildrenandyoungpeopleareactivelyinvolvedinthedevelopmentoflocalHealthwatchprioritiesandvision.
Ensure local Healthwatch skills and experienceenableittounderstandtheprioritiesofchildrenandyoungpeopleandto engage with local organisations already engagedwithchildrenandyoungpeople.
FormworkingpartnershipswithVCOsworkingwithchildrenandyoungpeople.
Abletopointtoinfluenceofchildrenandyoungpeopleonvision,prioritiesand workplan.
Profileofvolunteersincludeschildrenandyoungpeople.
43 Local Healthwatch outcomes and impact development tool
Setupasub-groupofBoard,workinggrouportaskgroupofchildrenandyoungpeopletoadviseBoardonpriorities.
Recruit, induct and train children and young peopleasvolunteers(egtodevelopuseofsocialmedia,signposting).
Medium termLocalHealthwatchhaschannelsofcommunicationwithcommissionersandserviceprovidersofchildren’sandyoungpeople’sservicesandissupportingincreasedengagementofyoungpeopleincommissioninganddesignofservices.
Innovativeuseofsocialmediaandsignpostingfortwo-waycommunicationwithchildrenandyoungpeople.
SupportcommunicationbetweenVCOsrepresentingandengagingwithchildrenandyoungpeopleandhealthandcareservicesandcommissioners.
CoregroupofchildrenandyoungpeopledevelopinglocalHealthwatchprojectstoimprovehealthandsocialcareservicesforchildrenandyoungpeople.
IncreasingnumbersofVCOsworkingwithchildrenandyoungpeopleincontactwith/engagementwithlocalHealthwatch.
SpecificprojectswithVCOsengagingchildrenandyoungpeople.
Demonstrateinfluenceofcoregroup andwiderengagementofchildrenand youngpeopleinlocalHealthwatch workprogramme.
Longer term IMPACT How could we measure IMPACT?LocalhealthandsocialcareservicesmoreresponsivetotheneedsandwishesofchildrenandyoungpeoplebecauseoflocalHealthwatch’sinvolvement.
DemonstratetheinfluenceonservicesoflocalHealthwatch’sengagementwithVCOsworkingwithchildrenandyoungpeople.
Surveysofchildrenandyoungpeopleandtheirparentsabouttheirperceptionof localHealthwatch.
44 Local Healthwatch outcomes and impact development tool
Smoothertransitionfromchildren’stoadults’servicesbecauseoflocalHealthwatch’sinvolvement.
Greaterintegrationacrosshealth,careandotherservices(egeducation,leisure)forchildrenandyoungpeoplebecauseoflocalHealthwatch’sinvolvement.
Greaterawarenessofcommissioners andprovidersofneedsandwishesofchildrenandyoungpeoplearisingfrom local Healthwatch collaboration with VCOprojects.
Surveysofchildrenandyoungpeopleandtheirparentsabouttheirperceptionof localHealthwatch.
Surveysofcommissionersandprovidersshowingincreasedunderstandingofexperiences,needsandwishesofchildrenandyoungpeopleusingservices,throughrepresentationbylocalHealthwatch.
CasestudiesofchangesinservicesinfluencedbyinputoflocalHealthwatch.
IndividualstoriestoldbychildrenandyoungpeopleabouttheirengagementthroughlocalHealthwatchinchangingservicesfor thebetter.
45 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termR.3: Older people See also R.6. OlderpeopleareactivelyinvolvedinthedevelopmentoflocalHealthwatchprioritiesandvision.Dignityandrespectarekeycomponentsofthevision.
Ensure local Healthwatch has the skills and experienceforeffectiveengagementwitholderpeopleandcapacitytorepresenttheirviewsandtoengagewithlocalorganisationsalreadyengagedwitholderpeople.
Forgelinkswithdignitychampionsamongkeypartnersandstakeholders.
Abletopointtoinfluenceofolderpeopleonvision,prioritiesandworkplan.
Profileofvolunteersincludesolderpeople.
Dignitychampions’networkorlocaldignityworkinggroupsetuporjoined.
Dependingonexistingprovision,considerdevelopingorjoiningadignitychampionsnetworkorlocaldignityworkinggroup.
FormworkingpartnershipswithVCOsworkingwitholderpeople,especiallythosewhoaremoreisolatedandseldomheard.
Recruit,inductandtrainolderpeopleasvolunteers(egforengagementactivitiesincludingEnterandViewvisits).
46 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?LocalhealthandsocialcareservicesmoreresponsivetotheneedsandwishesofolderpeoplebecauseoflocalHealthwatch’sinvolvement.
Greaterintegrationacrosshealth,careandotherservices(egeducation,leisure)forolderpeoplebecauseoflocalHealthwatch’sinvolvement.
DemonstratetheinfluenceoflocalHealthwatch’sengagementwitholder peopleonservices.
Greaterawarenessamongcommissionersandprovidersofexperiences,needsandwishesofolderpeople.
Surveysofolderserviceusers/consumersandoldercarersabouttheirperceptionoflocalHealthwatch.
Surveysofcommissionersandprovidersabouttheirunderstandingofneedsandwishesofolderpeople,issuesofdignity andrespectandtherolelocalHealthwatchhasplayed.
Medium term
LocalHealthwatchhaschannelsofcommunicationwithcommissionersandserviceprovidersofolderpeople’sservicesandissupportingincreasedengagementofolderpeople(includingoldercarers)incommissioninganddesignofservices,includingageproofingofuniversalservicesandissuesofdignityandrespect.
StronginvolvementofolderpeopleinEnterandViewandotherformsoflocalHealthwatchvolunteering,includingdevelopmentofspecificworkprojects, taskgroupsetc.
ActaschannelofcommunicationbetweenVCOsrepresentingandengagingwitholderpeopleandhealthandcareservices andcommissioners.
Supportdignitychampionsnetworkandhelpdevelopitsworkprogramme.
Increasingnumbersofolderpeopleincontactwith/engagementwith localHealthwatch.
Dignitychampionsareworkingona commonagenda.
SpecificprojectswithVCOsengaging olderpeople.
DemonstrateinfluenceofengagementwitholderonlocalHealthwatchworkprogramme.
47 Local Healthwatch outcomes and impact development tool
MoreageproofingofuniversalservicesandspecialistservicesnottargetedspecificallyatolderpeoplebecauseoflocalHealthwatch’sinvolvement.
Moresupportforoldercarersandco-carersbecauseoflocalHealthwatch’sinvolvement.
InvolvementoflocalHealthwatcholdervolunteersincross-sectoralageproofingprojectsanddignitychampionsnetwork.
LocalHealthwatchinvolvementinworkaroundoldercarersandco-carers.
Crosssectoralprioritisationofdignity andrespect.
CasestudiesofchangesinservicesinfluencedbyinputoflocalHealthwatch.
Individualstoriesgatheredfromandpresentedbyolderpeopleabouttheirengagementinchangingservicesforthebetterthroughtheirinvolvementwith localHealthwatch.
Outcomesfromdignitychampions’networkorworkinggroup.
48 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termR.4: Adults of working age
LocalHealthwatchunderstandsthemaingroupsthatfallunderthecategoryofadultsofworkingageandwhattheirneedsaree.g.
• workingpeoplewhowantflexibleaccesstohealthandcareservices(maybe ‘time-poor’)
• adultswithlong-termconditions
• adultswithshort/medium-termhealthconditions
• adultsatriskofhealthinequalities
• adultswhoarecarers.
BefamiliarwiththeprofileofthearearelatingtoadultsofworkingageasidentifiedinJSNAandtheJHWS.
Theoutreachandcommunicationsstrategyincludesthesegroups,andcontactsaremonitored.
Medium term
LocalHealthwatchgathers,understandsandrepresentstheviewsofadultsofworkingage.
AdultsofworkingageareinvolvedacrossallthefunctionsoflocalHealthwatch.
Identifyarangewaysofinvolvingadultsofworkingageandusethemostappropriatemethod:
• withVCOsandpeer-ledgroupsforlongtermconditions
• withgroupsrepresentingpeoplewithshort/medium-termillnesse.g.cancersurvivors
AbletopointtotheinfluenceofadultsofworkingageonlocalHealthwatchvision,prioritiesandworkplan.
Peopleaged18-65includingthoseinworkareinvolvedinlocalHealthwatchgovernance.
49 Local Healthwatch outcomes and impact development tool
• throughlocalmediaandsocialmedia
• throughdevelopingrelationshipswithmajorlocalemployersandtradeassociations.
Utilise Healthwatch England guidance on engagement;e.g.forthcominginformationoninvolvingpeoplewithlearningdisabilities.
Makeservicesandengagementactivityaccessibletopeoplewhoworkduringthedaye.g.someeveningandweekendavailability.
Profileofvolunteersincludespeopleaged 18to65.
TheneedsandprioritiesofadultsofworkingageareincludedinJSNA,JHWSandanylocalcommunitydevelopmentplans.
Long term IMPACT HealthandsocialcarecommissionersandservicesaremoreresponsivetothewishesofadultsofworkingagebecauseoflocalHealthwatchinvolvement.
Reviewworkprogrammetoensurethattheprioritiesofadultsofworkingageareincluded.
Satisfactionsurveysshowpositivefeedbackfrompeopleofworkingage.
LocalHealthwatchactivitiesshowinvolvementofmajorlocalemployers.
HealthandsocialcareannualreportsshowimprovementsinprovisionbecauseoftheinputoflocalHealthwatch.
50 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short termR.5: People with characteristics protected by the Equality Act
LocalHealthwatchunderstandshowequalitylawappliesto:
• itselfasanorganisation
• healthandsocialcareservices.
LocalHealthwatchhasagoodunderstandingofthediversityandmake-upofthepopulationinitsareaandtheneedsofdifferentgroups,includingthosewithprotectedcharacteristics.
Produceanequalitypolicyandmonitorthisthroughthecommentsandcomplaintsprocedure.
Provideequalitytrainingforallstaff,volunteersandboardmembers.
Befamiliarwiththeequalitypoliciesandtrainingoflocalhealthandcarecommissionersandproviders
Developearlyworkingrelationshipswithdiversecommunityandvoluntarysectorgroupsaswellashealthandsocialcarestaffworkingonequalitiesissues.
DeveloplocalHealthwatch’sownprofileofthediversecommunitiesitistryingtoreachand what their needs are in relation its activities.
DataaboutequalityissuesinlocalHealthwatcharecollectedandmonitored.
Complaintsrelatingtoequalityanddiscriminationaremonitored.
Feedbackfromcommunityandvoluntarysectorgroups;invitationstospeakatandparticipateincommunityevents.LinkstolocalHealthwatchbegintoappearoncommunitywebsites.
Medium term
Promotingequalityforpeoplewithprotectedcharacteristics(disability,genderreassignment,pregnancyandmaternity,race,religionorbelief,sexandsexualorientation)iscentraltotheworkoflocalHealthwatch.
ReviewlocalHealthwatchphysicalenvironmentandhowitcommunicateswiththepublicsothatallreasonableadjustmentsforpeoplewithadisabilitycanbemadee.g.websitesuitableforpeoplewhousetexttospeechsoftware.
NumberofcomplaintstolocalHealthwatchabouthowitimplementstheEqualityActarelow.
Commentsandcomplaintsresultinmeasurableimprovements.
51 Local Healthwatch outcomes and impact development tool
InvolvepeopledescribedbyprotectedcharacteristicsacrosstherangeoflocalHealthwatchactivitiese.g.asvolunteers.
PeoplewithprotectedcharacteristicsactivelyseektobecomeinvolvedinlocalHealthwatch.
IfnecessaryinfluenceJSNAtoincludeinformation(whereverpossible)onpopulationswithprotectedcharacteristics.
Understandthecommonwaysinwhichpeoplewithprotectedcharacteristicsmaybediscriminatedagainstinhealthandsocialcare(e.g.peoplewithlearningdisabilitiesfindingdifficultiesaccessinghealthcare)andidentifywhetherthesearehappeninglocally.
Providepublicinformationaboutpeople’sequalityrightsinhealthandsocialcareandprovideadviceand/orsupporttopeoplewhosaytheyhavebeendiscriminatedagainst.Collectanonymiseddatawhichallowstrendstobeidentified.
Lookoutforanytrendsrelatingtodiscriminationinlocalservicesarisingfromcontacts with local Healthwatch and raise withcommissionersandproviders.
Profileofvolunteersismonitoredandincludespeoplewithprotectedcharacteristics.
JSNAincludeslocalprofilesofgroupswithprotectedcharacteristicswhereverpossible.
JHWSincludesactiontoaddressspecificneedsofthesepopulations.
Makeavailabledataonanytrendsrelatingtoequalityissuesinlocalcommissionersandproviders.
Commissionersandprovidersmakeimprovementsoninformationreceived.
52 Local Healthwatch outcomes and impact development tool
Long term IMPACT Peopleusinghealthandsocialcareserviceshaveanincreasedawarenessoftheirequalityrights.
Healthandsocialcarecommissionersandservicesshowincreasedsensitivitytothehealthandsocialcareneedsofdifferentgroups.
Undertakeworkthatpromotesequalityandtacklesdiscriminationinhealthandsocialcare(dependentonlocalpriorities).
Specificprojectsonsupportingparticulargroupsinhavingtheirvoiceheardandneedsidentifiedinrelationtohealthandsocialcare.
Complaintsrelatingtoequalitylawagainstlocalhealthandcarecommissionersandprovidershavereduced.
SpecificimprovementshavebeenmadeinrelationtopeoplewithprotectedcharacteristicsfollowinglocalHealthwatchinterventions,andarerecordedattheHealthandWellbeingboard.
53 Local Healthwatch outcomes and impact development tool
Relationships with key local partners
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
R.6: Safeguarding See also R.2. and R.3.ThelocalHealthwatchboard,staffandvolunteersunderstandsafeguardingissues,bothforchildrenandyoungpeopleand forolder‘vulnerable’adultsandareaware oflocalarrangementsandhowto reportconcerns.
LocalChildren’sandAdultSafeguardingBoardsunderstandtheroleandremitof local Healthwatch and how it can contribute tosafeguarding.
CollaboratewithlocalChildren’sandAdultSafeguardingBoards,andQualitySurveillanceGroupsinprovidingtraining,includinghowtoreportconcernsandtherolesofthecouncil,thepolice,thelocalsafeguardingboardboards,Ofsted,CQCandVCOs.
Understandingofsafeguardingissues andprocedureswrittenintothe appraisalprocess.
LocalHealthwatchvolunteersandstaffbegintoraiseandreportsafeguardingissuestoappropriatepartnerorganisations.
LocalHealthwatchaskedtoassistinconsultation/engagementexercisesonsafeguardingissues.
Medium termUnderstandingofsafeguardingissuesinfluenceslocalHealthwatch’sworkprogrammeandindividualprojects.SafeguardingBoardsandotherrelevantstakeholdersarepartnersinaspectsoflocalHealthwatch’sworkprogrammethatrelatetosafeguarding.
Referralswithasafeguardingcomponentaremadeinanappropriateandtimelywaytorelevantorganisations,includingcomplaintsadvocacyservices.
Ensurelearningfrominductiontraining iscarriedintoworkprogrammeand projectdevelopment.
Developgoodrelationswithkeypartnersinvolvedinsafeguardingactivity,includinglocalSafeguardingBoardsandQualitySurveillanceGroups.
LocalHealthwatchworkprogrammeisalignedwithprioritiesofsafeguardingboardsandQualitySurveillanceGroupsandsafeguardingaspectsofotherpartners’ workprogrammes.
LocalHealthwatchmakespresentationsaboutitssafeguardingworktoSafeguardingBoards,HWB,QualitySurveillanceGroupsandotherrelevantpartnersandviceversa.
54 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisseenaskeychampionandcommunityvoiceonsafeguardingissues.localHealthwatch’sassistanceissoughtbypartnersinengagingwithdifferentgroupswithinthecommunityonsafeguardingissues.Dignityandrespectareseenaskeycomponentsofsafeguardingandofengagement.
Withrelevantpartners,followuplocalHealthwatchenterandviewvisits,reportsandrecommendationswithasafeguardingcomponent.
AssessimpactoflocalHealthwatchreferralswithasafeguardingcomponent.
Overalllocalprioritisationofdignity andrespect.
AnalysisoflocalHealthwatchreportsandrecommendationsshowstheyhaveinfluencedpartnerstomakeimprovementsinrelationtosafeguardingissues.
Analysisofreferralsshowstheyhavedrawnattentionofpartnerstoissuesandcasestheymightotherwisehavemissed.
Increasingdignityandrespectbyengagingandempoweringserviceusersincreasinglyrecognisedinpartners’visionstatementsandworkprogrammes.
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short termR.7: Health and wellbeing board See also O.4. LocalHealthwatchistreatedasanequalpartneronthehealthandwellbeingboard.
PresentationstoHealthandWellbeingBoard(HWB)onvision,purposeandremitoflocalHealthwatchandhowitisdevelopingitsprioritiesandworkprogramme.
DevelopbriefingpapersonhowlocalHealthwatch could collaborate with HWB onissuesofengagementinrelationtoJointStrategicNeedsAssessment(JSNA),andJointHealthandWellbeingStrategy(JHWS),tothemutualbenefitofeach.
LocalHealthwatchissupportedbyHWBmembersinplayingkeyroleindevelopmentofJSNAandJHWS.
StructureandcontentofHWBmeetingsreflectprioritygiventoconsumerandcommunityengagement.
55 Local Healthwatch outcomes and impact development tool
Medium termLocalHealthwatchiscentraltodevelopingthecommunityengagementstrategyoftheHWBandadvisestheHWBoninnovativeformsofengagementinitswork.
WorkwithHWBcolleaguestodevelopcommunityengagementstrategy.
Makeevidence-basedpresentationstoHWBonneedsandwishesofconsumers/communitiesandSMARTrecommendationsabouthowtheycanbemet.
ContributetodevelopmentofJSNAandJHWS.
Makeproposalsoninnovativeforms ofengagement.
Communityengagementstrategyiswelcomedbythewiderpublicandserviceusersandresultsinactiveengagementamongdiversegroups.
SurveysofHWBmembersand/or360degreeappraisalprocessindicatehighopinionoflocalHealthwatchcontributions.
Longer term IMPACT How could we measure IMPACT?LHWBseeslocalHealthwatchasaneffective,authoritative,credibleandinfluentialvoiceforserviceusers,thegeneralpublicandthecommunityandvoluntarysector.
LocalHealthwatch’sadviceissoughtbyHWBonpublicengagementandHWBmeetingsallowforconsumer/serviceuserviewsandconcernstobeexpressedthroughlocalHealthwatchanddirectly.Positiveactionistakeninresponsetotheseviewsandconcerns.TheHWBandlocalHealthwatchfeedbackthroughavarietyofroutestoconsumers,VCOsandcommunitiesaboutHWBactivities.
EvolutionoftheJSNA,JHWSandcommissioningstrategiestowardsacommunityandconsumerperspective, morepersonalisedservicesandmorecommunity-ledinitiatives.
Evidenceofinfluenceofchangingperspectiveontypesofservicescommissioned,locationsand serviceproviders.
EvidenceoflocalHealthwatchinfluenceoncloserintegrationofservices.
Evidenceofincreasedsupportforcommunity-ledinitiatives.
56 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
R.8: Council – different roles
Local Healthwatch has a good mutual understanding with its council about the different roles in which they relate.
Seebelowunderdifferentroles. Seebelowunderdifferentroles.
Council as commissioner of local Healthwatch
LocalHealthwatchworkstospecificationdrawnupbycouncil,reportsregularly onprogress.
LocalHealthwatchreceivesimprovementanddevelopmentsupportfromcouncil.
CouncilsatisfiedwithlocalHealthwatchprogress.
LocalHealthwatchsatisfiedwithsupportfromCouncil.
Councilstaffandcouncillorshappytoengage with local Healthwatch training and discussmutualbenefitsofworkingtogether.
Council as commissioner of public health and social care services
MakepresentationstocouncilExecutiveandothermeetings.
LocalHealthwatchdemonstratesitcancontributetoimprovingcouncil’sownobjectiveofmeaningfulengagementwithserviceusers,carersandcommunities.
CouncilsocialcarerepresentativesinvolvedinlocalHealthwatchtrainingforboard,staffandvolunteers.
CouncilsocialservicesandotherdepartmentsaskforlocalHealthwatchassistanceindevelopinganddeepeningtheirpublicengagementactivities.
57 Local Healthwatch outcomes and impact development tool
Council as health scrutiny body Drawupaprotocolormemorandumofunderstandingonco-operationwith healthscrutiny.
Successfulprotocoldrawnupandagreed.
Council as community leader LocalHealthwatchdevelopsrelationshipswithwardcouncillorsfordisadvantagedareas and areas in which local Healthwatch wantstomakecontactwithspecificgroups.
WardcouncillorsassistinmakingcontactwithlocalVCOsandcommunitygroups.
Medium term
Local Healthwatch works collaboratively on projects with council.
Seebelowunderdifferentroles. Seebelowunderdifferentroles.
Council as commissioner of local Healthwatch
LocalHealthwatchcontinuestofulfilcontract/grantconditionswithsupport fromcouncil.
Councilrenewscontract/grant.
Council as commissioner of public health and social care services
LocalHealthwatchcarriesoutsomeengagementworkaroundspecificsocialcare/publichealthservicesandbeginsprogrammeofresearch,intelligence-gatheringaboutservice-userexperiencesincludingEnterandViewvisitstosocial careservices.
Council seeks local Healthwatch assistance inengagingwithnewserviceusers,seldomheardgroupsandongoingusergroups.
CouncilrespondspositivelyintermsofservicedesigntolocalHealthwatchreportsofuserexperience.
Council as health scrutiny body LocalHealthwatchrefersseveralissuestohealthscrutinycommittee.
HealthscrutinycarriesoutreviewsofoneormoreissuesreferredbylocalHealthwatch.
Council as community leader LocalHealthwatchprovidestrainingforwardcouncillorsinusinginformationandsignpostingsystemonbehalfofresidentsandfortheirownresearch.
Increasinguseofinformationandsignpostingsystembywardcouncillorsonbehalfofresidents.
58 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?Local Healthwatch and the council in all its roles have supported each other in developing an integrated and inclusive approach to citizen engagement across all services.
AlloftheaboveandmutualtrustbetweenlocalHealthwatchandcouncil.
360degreereviewoflocalHealthwatch/LArelationship.
Council as commissioner of local Healthwatch
ThecouncilissatisfiedthatitsspecificationforlocalHealthwatchhasbeenfulfilled.
LocalHealthwatchhasdevelopedcapacityandextendeditsskills,servicesandengagementactivitieswithsupportfrom thecouncil.
Council/localHealthwatchcontinuedcontract/grantrenewal.
Council as commissioner of public health and social care services
ThecouncilhasextensivelyrevieweditsengagementactivitiesandformulatedamorecomprehensiveengagementstrategywithsupportfromlocalHealthwatch.
ThereisanestablishedagreedmethodologyforthecounciltorespondtofeedbackfromlocalHealthwatchonuserexperience.Thereisevidenceofusers’experiencesinfluencingtheshapeofservices.
Council as health scrutiny body Thereisacloseongoing,mutuallysupportiveworkingrelationshipbetweenhealth and social care scrutiny and localHealthwatch.
IssuesreferredbylocalHealthwatchandtakenupbyscrutinyresultinginimprovementstoservices.
RequestsbyscrutinytolocalHealthwatchforintelligenceaboutuserexperience–this intelligence is drawn on in scrutiny reportstoprovideevidenceforscrutinyrecommendationstoimproveservices.
59 Local Healthwatch outcomes and impact development tool
Council as community leader WardcouncillorsareveryfamiliarwiththeworkoflocalHealthwatchintheirareaandmakeproactiveproposalsforlocalHealthwatchengagementwithparticulargroups.CouncillorsdrawonlocalHealthwatchintelligencetomakethecaseforimprovedservicesintheirarea.
OngoinginvolvementoflocalHealthwatchinward/neighbourhood/area-basedstructures.
InvolvementofwardcouncillorsinlocalHealthwatchengagementactivities.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
R.9: Clinical Commissioning Groups LocalHealthwatchhasgoodmutualunderstandingwithCCG(s)
MakepresentationsatCCGBoardand othermeetings.
DemonstratethatlocalHealthwatchcancontributetoimprovingCCG’sownobjectiveofmeaningfulengagementwithpatients,carersandcommunities.
InvolveCCGrepresentativesinlocalHealthwatchtrainingforBoard,staffandvolunteers.
DevelopsupportiverelationshipswithGPpatientparticipationgroups.
CCGasksforlocalHealthwatchassistanceindevelopinganddeepeningitspublicengagementactivities.
60 Local Healthwatch outcomes and impact development tool
Medium termCCG(s)’publicandpatientengagementstrategyisdevelopedandimplemented.
AssistCCG(s)todeveloppublic engagementstrategy.
WorkwithCCG(s)todevelopinnovativeformsofengagement.
LocalHealthwatchinvitedtoparticipateindevelopmentofCCGcommissioningstrategies.
Longer term IMPACT How could we measure IMPACT?ThereisanoticeabledifferenceinthewayCCG(s)setaboutdevelopingtheircommissioningstrategies,withearlierandmoreextensivepatientandpublicengagement.
CCGcommissioningplanreflectsexperiencesofconsumersthroughlocalHealthwatchengagement.
Collectindividualstoriesandcasestudiesofengagementandhowitcanresultinimprovedcommissioningandultimately,betterservices.
Evidenceofincreasingengagement,casestudiesandpersonalstoriesdemonstratetheinvolvementoflocalHealthwatch.
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
R.10: Voluntary and community sector LocalHealthwatchisseenasapartnerandpotentialsourceofsupportbyvoluntaryandcommunitysectororganisations.
TalktoVCOsaboutsupportlocalHealthwatchcouldgive.
Show willingness to listen and take on boardVCOs’ideasandexperiencesofengagement.
SupportVCOonHWB.
LocalHealthwatchinvolvedinVCOnetworksandmakepresentationsonitswork.
Mutuallinksonrelevantwebsites.
61 Local Healthwatch outcomes and impact development tool
Medium termLocalHealthwatchisrecognisedasakeyelementinthevoluntaryandcommunitysectorinfrastructure.
LocalHealthwatcheffectivelyutilisesVCSresourcestoobtaintheviewsofthecommunity,especiallyhardtoreachgroups;andinfluenceslocalservicestobeinclusiveofthesegroups.
Demonstratebestpracticeinthepromotion,developmentandcelebrationofvolunteering.
DeveloplocalHealthwatchroleastwo-wayconduit between VCS and health and social carecommissionersandservices.
LocalHealthwatchadvicesoughtbyVCOsonhowtobringaboutgreaterengagementofserviceusersinhealthandsocialcare.
InvitationstospeakatVCOmeetingsandVCOtospeakatlocalHealthwatch.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchisworkingwithpartnersinotherorganisationstobuildthecapabilityofexistingserviceusers,volunteersandpaidstafftohelpthemchampionhighqualityhealthandsocialcareservices–understandingtheirresponsibilityandhowtheycanbringinfluenceandchallengetobearinanappropriateway.
Cumulativeevidenceofeffectivevoluntarysectoractivityonhealthandsocialcare.Increasing collaboration across the sector, egininformationandsignpostingservicesandmutualreferrals.
Evidenceshowshealthandcareserviceshaveimprovedasaresultofvoluntarysectorintervention,activelysupportedbylocalHealthwatch.
The VCS as a whole, including local Healthwatch,isworkingcollaborativelyresultingingreatervalueformoneyand costeffectiveness.
62 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve them? How would we know we have succeeded?
Short term
R.11: Advocacy and complaints services
LocalHealthwatchhasagoodknowledgeoflocaladvocacyandcomplaintsservicesandhowpeoplecanaccessthem.
Co-trainingwithcomplaintsadvocacystaff.
Developasystemforfeedingbacktocomplainantsonprogressoftheirissues.
Successfulfirst-timereferralandusefulanalysisofcomplaintsreferrals.
Medium term
Commissionersandprovidersreceivecomprehensivereportsofcomplaintsandconcernsandacttomakechangewherecomplaintsandconcernsshowsystemandmanagementproblems.
LocalHealthwatchworkswithcomplaintsadvocacyservicetodevelopsystematicanalysisandstatisticalpresentationofcomplaintsandconcerns.
Reportsofimprovementinsystemasaresultofcomplaintsandconcernsreporting.
Longer term IMPACT Longer term IMPACT
Commissionersandproviderslearnfromcomplaintsreportingandareabletodesignoutsomeoftheinitialcausesofcomplaints.
Theneedforseriouscasereviewsandthenumberofseriousuntowardincidentsisreduced,ascomplaintsareresolvedatanearlierstage.
BenchmarkingwithotherlocalHealthwatchandcomplaintsadvocacysystems.
ImprovedCQCandlocalHealthwatchinspectionandvisitreports.
Benchmarkingshowspositiveresults.
EnterandViewreportsincreasinglypositive.
63 Local Healthwatch outcomes and impact development tool
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
R.12: Healthwatch England and Care Quality Commission
LocalHealthwatchhasaclearunderstandingofHWEandCQC’srolenationallyandlocally.
LocalHealthwatchandCQClocalrepresentativesshareinformationabouthealthandsocialcareservicesandtheirrespectiveworkprogrammes.
LocalHealthwatchsharetheirinformationwith Healthwatch England through the HealthwatchInformationHub.
CQCrepresentativesparticipateintrainingforlocalHealthwatchvolunteersonEnterandViewvisits.
Successfulsharingofinformation.
InformationsuccessfullyuploadedonHealthwatchInformationHub.
Successfultrainingaccomplished.
Medium term
ThereismutualtrustbetweenlocalHealthwatchandCQCrepresentatives.
ThroughinformationbroughttogetherontheHealthwatchInformationHub,localHealthwatch are enabled to network together,sharingeachothersinformation.
LocalHealthwatchandCQCworkcollaborativelyontheirrespectiveactivities.
Developworkingrelationshipwithneighbouring local Healthwatch to aggregate andshareinformation.
EnsureinformationisregularlyuploadedtoHealthwatchInformationHub.
CQC’swillingnesstoworkcollaboratively.Effective,evidence-basedreportswithevidentcontributionfromlocalHealthwatch.
64 Local Healthwatch outcomes and impact development tool
Longer term IMPACT How could we measure IMPACT?Workingtogetherandapart,CQCandlocalHealthwatchbringaddedvaluetoeachother’sroles.
Byprovidinggoodqualityinformationto Healthwatch England through the Healthwatch Hub local Healthwatch enable HealthwatchEnglandtobeinfluentialonthenationalstage.
ChangesresultingfromCQCandlocalHealthwatchcollaboration.
AnnualreportsofHealthwatchEngland.
CQCinspectionandEnterandViewfollow-upreportsresultinaction.
HWEannualreportsdescribeexamples ofinfluencebasedoncollaborationwith localHealthwatch.
Relationships with providers
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
R.13: Health and social care providers.
LocalprovidersofNHSandsocialcareservicesunderstandtheremitandroleoflocalHealthwatchandexpresswillingnesstoco-operatewithitswork.
PresentationstoNHSTrustandFoundationTrustBoards,meetingsofFTpublicgovernorsetc.
PresentationsonlocalHealthwatchto otherkeyprovidersoflocalNHSandsocialcareservices.
Drawupaprotocolormemorandumofunderstandingonco-operationwith keyproviders.
Invitationstospeakatproviders’forums.
RequeststoattendNHSboardmeetings.
Protocolormemorandumof understandingsigned.
65 Local Healthwatch outcomes and impact development tool
Medium termConcernsaboutserviceshighlightedthroughengagementactivities,intelligenceonusers’experiences,EnterandViewvisitsandlocalHealthwatchservicemonitoringareaddressedbyproviders.
Well-planned,evidence-basedengagementactivities,intelligencegathering,EnterandViewvisits,reportsandrecommendationsonservicesusers’experiencesbysuitablytrained and skilled local Healthwatch representativesandvolunteers.
TimelyandpositiveresponsebyproviderstoreportsandimplementationofasignificantnumberoflocalHealthwatchrecommendations.
Longer term IMPACT How could we measure IMPACT?Learningfromearlierreportsonproviders’servicesissharedacrossservices.Providersproactivelyinitiategreaterpatient,serviceuserandpublicengagementatanearlierstageindevelopingservices.
EffectivesystemstoanalyseresponsesbyproviderstolocalHealthwatchreports andrecommendations.
ProvidersimplementasignificantnumberoflocalHealthwatchrecommendations.ProvidersseekadvicefromlocalHealthwatchforproactiveengagementactivities.
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
R.14: Carer, patient and service-user representatives and advocates
LocalHealthwatchunderstandshowtocommunicatewithlocalrepresentativesofcarers,patientsandserviceusersandthoseadvocatingforpatientsandserviceusers.
CompilecontactinformationthroughVCS,commissionersandproviders.
Comprehensive,up-to-date contactdatabase.
66 Local Healthwatch outcomes and impact development tool
Medium termLocalHealthwatchispartofanetworkofcarer,patientandserviceuserrepresentativesandadvocateswithregularcommunication.
Developonlinetwo-waycommunications,chatrooms,webinarsetc.InvolvethesegroupsandVCOsbringingthemtogether,indevelopmentofworkplanandenlisttheirsupportforwiderengagementactivities.
Evidenceofgoodtwo-waycommunications.
Longer term IMPACT How could we measure IMPACT?LocalHealthwatchhasfacilitatedtwo-waycommunicationbetweencommissionersandprovidersofservices,andcarer,patientandservice-userrepresentativesandadvocates.
Reportsofthesegroups(egmeetingminutes,annualreports)andrelevantVCOs.
MinutesofHWB,CCGandcouncilmeetings,includingscrutinymeetings.
Reports,minutesetcshowactiveengagementofservicecommissioners andproviderswithcarer,patientand service-userrepresentativesandadvocates,andevidencethishasbeenfacilitatedbylocalHealthwatch.
67 Local Healthwatch outcomes and impact development tool
Local HealthwatchOutcomesandImpactDevelopmentTool Blank grid for local Healthwatch to add outcomes based on local priorities
What do we want the OUTCOMES to be? What could we do to achieve it? How would we know we have succeeded?
Short term
Medium term
Longer term IMPACT How could we measure IMPACT?
68 Local Healthwatch outcomes and impact development tool
Resourcesforgoodgovernance
Policies and proceduresLocalHealthwatchwillneedafullrangeofpoliciesandproceduresrelevanttotheformandsizeoftheorganisation.Theseinclude:
• HRpolices(ModelHRpoliciesavailableonNCVOwebsite)
• Financepolicies(seesectiononFinance)
• Volunteerpolicies
• Healthandsafety
• Equalopportunities
• Safeguardingchildrenandvulnerableadults
• Complaints
• Whistleblowing
• Dataprotection
• IT
• Governancepoliciessuchasboardmemberroledescriptions,expenses/remuneration,codeofconduct,andconflictofinterest.
LocalHealthwatchwillalsorequirepoliciesandproceduresrelatingtolocalHealthwatchactivitiesthatmeetlocalHealthwatchRegulations:
• Campaigningprocedures
• Mediaandcommunications
• Operationalprocedures
• Sub-contracting
TheNHSBodiesandLocalAuthorities(PartnershipArrangements,CareTrusts,PublicHealthandLocalHealthwatch)Regulations 2012
Sourcesofinformation andsupport
The Charity CommissionProvidesarangeofusefuladviceandresourcesincluding‘startingacharity’‘trustees,staffandvolunteers’and‘runningacharity’.
Yourlocal/regionalvoluntaryandcommunityorganisationumbrellagroup/network/CVS
Willprovidelocalopportunitiesforadvice,support,traininganddevelopmentandnetworking.
NCVO – National Council for Voluntary Organisations NCVOhasover10,000membersfromthevoluntarysectorrangingfromthelargestcharitiestothesmallestcommunityorganisations.Itchampionsandsupportsthesectorandpromotescivilsocietyatthenationallevel.Itswebsitehasawiderangeofadviceandsupporttopicswithpopulartopicsbeing:fundingandfinance,governanceandleadershipandpeople,andHRandemployment.Itprovidesinformationon
Local Healthwatch–resourcestosupportoutcomesandimpactdevelopmentTool
69 Local Healthwatch outcomes and impact development tool
qualitystandardsinthevoluntary/communitysector.Italsorunsanonlineadviceline.
NAVCA – National Association for Voluntary and Community ActionAnationalcharitythatchampionsandstrengthensvoluntaryandcommunityactionbysupportingitsmembersintheirworkwithover160,000localcharitiesandcommunitygroups.Providesitsmemberswithnetworkingopportunities,specialistadvice,support,policyinformationandtraining.NAVCAisabridgebetweenlocalgroupsandnationalgovernment.
Civil Society MediaAnindependentcompanyfocusedentirelyonsupportingcharitiesandcivilsocietyorganisationstodeliverysustainablepublicbenefit.Itproduceseventsandmagazinesrelatingto:governance,financeandfundraising.
Social Enterprise UKThenationalbodyforsocialenterpriserepresentsitsmemberstosupportandhelpgrowthesocialenterprisemovement.SEUKcampaigns,carriesoutresearch,buildsnetworksandraisestheprofileofthesector.Itrunseventsandaconsultancyservice.
LGA & HWE TheLGAandpartnershaveputtogetheranumberofbriefingscoveringthedevelopmentoflocalHealthwatch;afulllistofpublicationsisavailableatHealthwatch:Briefings-LocalGovernmentAssociation.
Publicationsrelatingtogovernanceinclude:
The Tool recognises that:
• Establishing local Healthwatch: governance
• LocalHealthwatchRegulationsExplained
–layandvolunteerinvolvementandrestrictionsonactivitiesofapoliticalnature
• LocalHealthwatch:Governanceandinvolvementofcouncillors
• Knowledge,skillsandcompetenciesforaneffectivelocalHealthwatch
• EstablishingLocalHealthwatch–Dignity,qualityandsafeguardingadults
• InvolvingLocalHealthwatch–Theroleofchairsandmembersofhealthandwellbeing
• LocalHealthwatchandcommunityleadership–Theroleofnon-executiveelectedmembers
• LINklegacy
LGA Healthwatch Implementation TeamIfyouhaveanyqueries,comments,orwouldliketospeakwithamemberoftheLGAHealthwatchImplementationTeampleaseemail:[email protected].
‘Wicked’issuesinfinance–questionstoconsider
Extending the services offered by the local Healthwatch organisation Associalenterprises,localHealthwatchhavetheoptionofgeneratingadditionalincomethroughprovidingotherfundedservicesin addition to statutory local Healthwatch functions.ItislikelythatarangeoftypesoflocalHealthwatchwillemerge:somewillfocusonlocalHealthwatchservices;somewillprovidealargerangeofadditionalservices-forinstancethelocalhubforadviceandinformationandforinvolvingcommunities;somewillundertakeamorelimitedrangeofadditionalactivity.TheformlocalHealthwatchtakesovertimewill
70 Local Healthwatch outcomes and impact development tool
dependonanumberoflocalfactorssuchashowitwasinitiallysetup,existingprovisionofrelevantservicesbyotherproviders,gapsinthelocalmarket,andtheaspirationsofthoseinvolvedinlocalHealthwatch.Localauthoritycommissionerswillwishtobeassured that statutory local Healthwatch functionswillnotbenegativelyaffectedbyanyextensionofactivity;localHealthwatchwill wish to be assured that local authority commissionerswillcontinuetosupportitfinanciallythroughcentralgovernmentfunding.Thebenefitsofwideningactivityarethattheorganisationwillhavemorecertaintyoveraseveralincomestreams,thereforeamoresustainablefuture.Questiontoconsider:DoesthelocalHealthwatchhaveaviewonwhetheritwillseektoextenditsrangeofservices?Whatfactorswouldneedtobetakenintoaccountwhenmakingthatdecision?
Resourcesforgoodmanagementoffinance
Regulatory bodiesDifferentfinancialrulesapplytodifferentformsandsizesoforganisation;regulatorsprovidegoodinformationabouttheirspecificrequirements.
For local Healthwatch with charitable status
TheCharityCommission www.charitycommission.gov.uk/running-a-charity/money-and-accounts/handling-money-safely/
ForlocalHealthwatchthatarecompaniese.g.limitedbyguarantee
CompaniesHouse www.companieshouse.gov.uk
ForlocalHealthwatchthatarecommunityinterestcompanies
CommunityInterestCompaniesRegulator https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
For local Healthwatch that are industrial and providentsocieties
The Financial Conduct Authority http://fca.org.uk
Local Healthwatch legislation with information about financeTheLocalGovernmentandPublicInvolvementinHealthAct2007 http://www.legislation.gov.uk/ukpga/2012/7 section/187/enacted
14:227(3)onannualreportsasamendedbyHealthandSocialCareAct20125:2:187www.legislation.gov.uk/ukpga/2012/7 contents/enacted
TheNHSBodiesandLocalAuthorities(PartnershipArrangements,CareTrusts,PublicHealthandLocalHealthwatch)Regulations 2012 http://www.legislation.gov.uk/uksi/2012/3094 regulation/41/made
Information, advice and support on managing financeTheCharityCommissionhasextensiveadviceonfinancialmanagementincludingannualreturns,accounts,handlingmoneysafety,investing,financialresources,fundraising.Italsohasaninteractiveguidetofindoutwhatappliestodifferentforms ofcharity. http://www.charitycommission.gov.uk running-a-charity/money-and-accounts handling-money-safely/
71 Local Healthwatch outcomes and impact development tool
NCVOprovidesarangeofadviceonfundingandfinanceincludingfinancialmanagement,incomesources,planningandsustainablefunding.Itrunsanonlinemembers’helpdeskandaconsultancyservice. http://www.ncvo.org.uk/practical-support/
CompaniesHousepublishesThelifeofacompany:annualrequirements–guidetomeetingrequirementsoftheCompanies Act2006. www.companieshouse.gov.uk/about/pdf/ gp2.pdf
Audit,accountingandreporting:guideforUKcompanies-helpfulguidefromtheDepartmentforBusiness,Innovation andSkills. www.gov.uk/audit-accounting-and-reporting guidance-for-uk-companies
LGA Healthwatch Implementation Team Ifyouhaveanyqueries,comments,orwouldliketospeakwithamemberoftheLGAHealthwatchImplementationTeampleaseemail:[email protected].
Resources to supportoperations
Legislation and policyHealthwatch England, Understanding theLegislation:AnoverviewofthelegalrequirementsforlocalHealthwatch: http://www.healthwatch.co.uk/sites/default files/20130822_a_guide_to_the_legislation affecting_local_healthwatch_final.pdf
LGAandDH,LocalHealthwatch RegulationsExplained–layandvolunteerinvolvementandrestrictionsonactivities ofapoliticalnature: www.local.gov.uk/c/document_libraryget file?uuid=0a4e69a3-2d07-41d2-896d 0477fde029dc&groupId=10180
DepartmentofHealth(2013),TheNHSConstitution:theNHSbelongtousall: http://www.england.nhs.uk/2013/03/26/nhs constitution/
DepartmentofHealth(2012),TheMandate:AmandatefromtheGovernmenttotheNHSCommissioningBoard:April2013toMarch2015:www.gov.uk/government uploads/system/uploads/attachment_data file/213131/mandate.pdf
DH,LGAandmanyVCOs(2012),MakingitReal:Markingprogresstowardspersonalised,communitybasedsupport:www.thinklocalactpersonal.org.uk/_library Resources/Personalisation/TLAP MakingItReal.pdf–aframeworkdevelopedbyover30nationaladultsocialcareorganisations,developedfroma‘citizen-focusedagenda’andbasedaround‘I’statementsexpressingwhatserviceusersandcarerswanttoexperiencefromservices.
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Other useful readingLGA(2013),LINkLegacy:Howdowe makesuretheorganisationalmemory ofLINksiscarriedforward?: www.local.gov.uk/web/guest/publications/-/journal_content/56/10171/3846724/PUBLICATION-TEMPLATE
LGA(2013),KnowledgeandskillsandcompetenciesforaneffectivelocalHealthwatch: www.local.gov uk/web/guest/publications/-/journal content/56/10171/3845882/PUBLICATION TEMPLATE
LGA(2012),MakinganimpactwithHealthwatch: www.local.gov.uk web/guest/publications/-/journal content/56/10171/3734142/PUBLICATION TEMPLATE
LGA(2012),EstablishinglocalHealthwatch:advice,informationandsignposting: www.local.gov.uk/web/guest/ publications/-/journal_content/56/10171/3738712/ PUBLICATION-TEMPLATE
Resources to supportrelationships
DepartmentofHealthetal(2013,‘HowtoEstablishaQualitySurveillanceGroup–Guidancetothenewhealthsystem’: www.gov.uk/government/uploads/system uploads/attachment_data/file/216996 Establishing-Quality-Surveillance-Groups.pdf
HealthwatchEngland(2013),HealthwatchChildrenToolkitandResourcesGuide: www.healthwatch.co.uk/resource healthwatch-children-toolkit-and-resources guide
LGA(2012),EstablishingLocalHealthwatch: engagingwiththewidestrangeoflocalpeople:www.local.gov.uk/ web/guest/publications/-/journal_ content/56/10171/3776878/PUBLICATION- TEMPLATE
HealthwatchEngland(2013),HealthwatchChildrenToolkitandResourcesGuide: www.healthwatch.co.uk/resource/ healthwatch-children-toolkit-and-resources- guide
LGA(2012),EstablishinglocalHealthwatch:workingwithclinicalcommissioninggroupsandGPpractices:www.local. gov.uk/web/guest/publications/-/journal_ content/56/10171/3776652/PUBLICATION- TEMPLATE
LGA(2012),EstablishingLocalHealthwatch–Dignity,qualityandsafeguardingadults:www.local.gov.uk/web/guest/publications/-/ journal_content/56/10171/3818090/ PUBLICATION-TEMPLATE
HealthwatchEngland(2013),Healthwatchescalationpolicy:www.healthwatch.co.uk/ resource/healthwatch-engalnd-escalation- policy–setsouthowtheHealthwatchnetworkisexpectedtoworktogetherwiththeCQCtoensurethatacomprehensivepictureofthestateofcarecanbedeveloped.
LGA(2012),Engagingserviceusersandthepublic:theroleofcouncilexecutivemembers:www.local.gov. uk/web/guest/publications/-/journal_ content/56/10171/3818079/PUBLICATION- TEMPLATE
73 Local Healthwatch outcomes and impact development tool
CentreforPublicScrutiny(2012):LocalHealthwatch, health and wellbeing boards andhealthscrutiny:roles,relationshipsandaddingvalue:http://cfps.org.uk/domains/ cfps.org.uk/local/media/downloads/L12_693_ CFPS_Healthwatch_and_Scrutiny_final_for_web.pdf
RegionalVoicesandLGA,TheVoluntarySector:akeypartnerinlocalHealthwatch: http://www.regionalvoices.org/sites/default/ files/library/VCSapartnerinlocalHW_0.pdf
74 Local Healthwatch outcomes and impact development tool
The‘questionstoconsider’belowarebasedon‘wickedissues’–problemsthatarehardtosolve,partlybecausethereisnoclearrightorwronganswer,partlybecausetheissuemaybecomplexandmany-sided,partlybecauseitmayjustbereallydifficulttofindasolution.Issueslikethisdonotfitreadilyintoatemplateorgrid.Nevertheless,theymayraisequestionsthatlocalHealthwatchwillwantorneedtothinkaboutindevelopingtheirvisionandapproachtotheircoreactivities.Twoheadsarebetterthanone(andthreearebetterthantwo)whenitcomestothrashingoutsolutionstowickedissues.ThebriefexplanationsandquestionsbelowmayprovideausefulstartingpointforBoard,stafforvolunteerseminarsortraininganddevelopmentsessions.
1.Beingrepresentative
LocalHealthwatchhasthepotentialtoberepresentativeintwoways.
• Byreflectingtheprofileofthelocalcommunity,forexampleitsagerange,itsethnicandfaithdiversity,thetypeoflong-termconditionsexperiencedinthecommunity–thistypeofrepresentativenesscanbeanindicationthatanorganisationiswellembeddedinacommunityandgiveitcredibilityamongcommunitymembers
• Byspeakingupeffectivelyonbehalfofthecommunity,reflectingitsviewsand
actingasitsvoice(forexampleonthehealthandwellbeingboard)–thistypeofrepresentativenessmaydependonalevelofprofessionalexpertiseandexperience,forexampleaboutmethodsofcommunityengagement,andknowledge,forexampleaboutthelocalhealthandcarelandscape.
ThefirstelementisimportantsothatLocalHealthwatchbringsavarietyofperspectivestoitsgovernanceandoperations,howeverindividualsdonotrepresenttheviewsoftheircommunities(withoutsomeformofselection/electionprocess);thesecondelementisessentialfortheworkoflocalHealthwatchasitseekstoaccuratelymeasureandreflecttherangeofviewsoflocalpeople.
Question to consider: How will you ensure thatyourlocalHealthwatchisrepresentativebothinawaythatgivesitcredibilitywithinthecommunityandinawaythatgivesitanauthoritativeandknowledgeablevoiceamongprofessionalsandexperts?
2.Gettingengagementright
Inengagingwiththecommunitiesitrepresents,localHealthwatchwillneedtomakeprovision,ontheonehand,forsupportingandlisteningtoarelativelysmallnumberofvolunteerswhowanttobeactivelyengagedlong-terminitsworkand,ontheotherhand,forreachingouttothosewhomaywanttobeinvolvedinaparticularissueandthosewhosevoicesareseldomheardattheseatofpower.
Wicked issues
75 Local Healthwatch outcomes and impact development tool
Question to consider: How will you maintainabalanceindevelopingyourengagementstrategiesbetweenthesetwoformsofengagement?
3.Learningfromthe Francisinquiry
The Francis InquiryintoMidStaffordshireFoundationNHSTrustwascriticalofmostelementsinthesystemforoversightofhealthandsocialcareincludingformalpatientandpublicinvolvementmechanisms.PoorpracticeidentifiedinthePatientandPublicInvolvementForumincluded‘mutualacrimony’betweenmembers,andbetweenmembersandthehost,apreoccupationwithconstitutionalandproceduralmattersanda‘degreeofdiffidencetowardstheTrust’.TheLocalInvolvementNetworkwasdescribedas‘anevengreaterfailure’.‘ThealbeitunrealisedpotentialforconsistencyrepresentedbytheCommissionforPatientandPublicInvolvementwasremoved,leavingeachcounciltodeviseitsownworkingarrangements.Notsurprisingly,inStaffordthesquabblingthathadbeensuchafeatureoftheprevioussystemcontinuedandnoconstructiveworkwasachievedatall’(ExecutiveSummary1.22).
ThefindingsoftheFrancisInquiryhavebeenasalutarylessonforbothlocalHealthwatchandcouncilcommissioners;workingthroughthelocalHealthwatchoutcomesandimpactdevelopmentToolshouldenableorganisationstoavoidthesepitfallsandswiftlyaddressanyearlyproblems.
Question to consider:WhatmeasuresisthelocalHealthwatchtakingtoavoidproblemsidentifiedintheFrancisInquiry?
How is local Healthwatch working with the councilcommissioneronthis?
4.ExtendingtheservicesofferedbythelocalHealthwatch organisation
Associalenterprises,localHealthwatchhavetheoptionofgeneratingadditionalincomethroughprovidingotherfundedservicesin addition to statutory local Healthwatch functions.ItislikelythatarangeoftypesoflocalHealthwatchwillemerge:somewillfocusonlocalHealthwatchservices;somewillprovidealargerangeofadditionalservices-forinstancethelocalhubforadviceandinformationandforinvolvingcommunities;somewillundertakeamorelimitedrangeofadditionalactivity.TheformlocalHealthwatchtakesovertimewilldependonanumberoflocalfactorssuchashowitwasinitiallysetup,existingprovisionofrelevantservicesbyotherproviders,gapsinthelocalmarket,andtheaspirationsofthoseinvolvedinlocalHealthwatch.Localauthoritycommissionerswillwishtobeassured that statutory local Healthwatch functionswillnotbenegativelyaffectedbyanyextensionofactivity;localHealthwatchwill wish to be assured that council commissionerswillcontinuetosupportitfinanciallythroughcentralgovernmentfunding.Thebenefitsofwideningactivityarethattheorganisationwillhavemorecertaintyoveraseveralincomestreams,thereforeamoresustainablefuture.
Question to consider:DoesthelocalHealthwatchhaveaviewonwhetheritwillseektoextenditsrangeofservices?Whatfactorswouldneedtobetakenintoaccountwhenmakingthatdecision?
76 Local Healthwatch outcomes and impact development tool
5.Clearcommunications
LocalHealthwatchhasanumberofdifferentrolestoperforminrelationtocommunication:asacommunityvoice,aconsumerchampion,arepresentativeinstrategicforumsandasaproviderofinformationandsignposter.Someofthesecommunicationsrolesarecommunity-facing,somefacetowardspartnersandotherstakeholders,somemaybecriticalofcommissionersandproviders.Thereisadangerofimbalanceandofconfusionbetweenthedifferentroles.
Question to consider: How will you ensureyoufulfilallthecommunicationsrolesrequiredoflocalHealthwatchandthat you are clear about which role you are undertakingindifferentforumsandwithdifferentaudiences?Howwillyouensurethatyourlocalitypartnersunderstandyourdiverseroles?
6.Championingissues
Manypublic,privateandvoluntarysectororganisationshaveappointedorinvitedvolunteersas‘champions’forparticulargroupsorissues–peoplewhoseremitistotakeaparticularinterestandspeakupformembersofagroup.Forexample,manycouncilshaveolderpeople’schampionsandhealthandsocialcareorganisationshavedignitychampions.Appointingchampionstoadvocateforacertaingrouporissueensuresthattheywillnotbeforgottenandwillgetspecialattentionforparticularneeds.Sometimes,also,advocatesorchampionshavesomeexpertiseorrelevantexperiencetheycanbringtotheirremit.Ontheotherhand, there is a danger that all those who arenotchampionsforthatgroupwillseeitas‘someoneelse’sbusiness’toadvocate
forthegroupandwillnotdeveloptheirknowledgeorunderstandingofthegroup’sperspective.localHealthwatchwillneedtodecidewhethertogodowntherouteofhavingadvocatesorchampionsforcertainconsumergroups/identitiesofinterest/issues.
Question to consider: How will you championoradvocateforparticulargroupsor issues
(a) ontheBoard?
(b) amongststaff?
(c) amongstvolunteers?
RegionalVoicesandLGA,TheVoluntarySector:akeypartnerinlocalHealthwatch:www.regionalvoices.org/sites/default/files/library/VCSapartnerinlocalocalHealthwatch_0.pdf
Local Healthwatch outcomes and impact development tool 77
Introduction
ThisappendixdiscussesarangeofmethodsthatcanbeusedtoprovideevidenceofagreedoutcomesandimpactsforalocalHealthwatch.Examplesaregivenofthekindofinformationeachtypeofmethodmightdeliver.Somemethodsoverlapthesethree categories and local Healthwatch are encouragedtobeflexibleandcreativeintheuseofthem.
MethodsMethodstoprovideevidence ofoutcomesandimpacts
78 Local Healthwatch outcomes and impact development tool
Section1:Checklistfordecidingmethod(s)
Thechecklistbelowsummarisesthefactorsthatmaybehelpfulindecidinginasystematicway,whichmethod(s)touseingatheringevidenceofoutcomes.
FACTORS INFLUENCING METHOD DETAILS OF SPECIFIC CASEWhichoutcome(s)dowewanttoevaluate?
Whoistheintendedaudiencefortheevidence?Forexample;
• communityfeedback
• council(localHealthwatchcommissioner)
• Health and Wellbeing Board
• CCG
• NHSEngland
• serviceprovider(s)
• other?
(Theremaybemorethanonepotentialaudienceandeachshould be considered inthenextcolumn.)
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Whatinformationwillcountasgoodevidenceoftherelevantoutcome(s)?Forexample:
• quantitative/statisticalinformation
• personalstories/qualitativeinformation
• both
Whoarethetargetrespondents?Whatfactorsneedtobetakenintoaccountindecidingmethod(s)?
• age
• specialneeds(eglearningdisabilities)
• access(egphysicaldisabilities)
• language/culturalissues
• anyother(s)
Howcanweinvolveserviceusersandothersindecidingonmethod(s)?
Willthemethod(s)wehaveinmindreallytestoutcomes(ratherthaninputsoroutputs)?(Relatethisbacktothefirstquestioninthechecklist.)
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Section 2: Issues to consider
Differentfactorscanhelpindecidingwhichmethod(s)tochooseforaparticularoutcome.Thissectiondiscussestheseinmoredetail.LocalHealthwatchmaywishtousethechecklistabove,basedonthediscussionbelow,inhelpingdecidewhichmethodologytousetoevaluateaparticularimpactoroutcome.
1. Test outcomes not inputs or outputs where possible, eg:• howmanypeoplehavereceivedtheadvicetheywereseeking,ratherthanhowmanysoughtadvice
• didpeoplefeeltheirviewswerelistenedtoatameeting,ratherthanhowmanyattended
• howhaveissuesraisedbyserviceusersimpactedoncommissioningdecisionsandqualityofservices,ratherthannumberofcomplaintsreceivedorreportswrittenbylocalHealthwatch.
2. Where it is not possible to test outcomes directly, try to find a proxy, eg:• havingastrategyisnotanoutcomeintermsoflocalHealthwatch’simpact,butifalocalHealthwatchhasastrategyitismorelikelytomakeanimpact,sohavingastrategymaybeapartialproxyforimpactandcouldbereferredtoasevidence
• theultimateaimmaybetoimprovehealth,butoutcomesintermsofhealthmaynotbeknownformanyyears,soevidencethatservicesareevidence-basedcanbeaproxyforhealthimprovement.
3. Be clear about the type of evidence required• thethreecategoriesofFacetoFace,Online/ElectronicandExistingSourcesdiscussedinsection3belowcouldeachdelivereitherquantitativeorqualitativeevidence
• withineachcategorycertainmethodswillbemoresuitedtoquantitativeevidenceandotherstoqualitativeevidence
• qualitativeevidencewillbemoreusefulforpurposes,quantitativeevidenceforothersandamixofthetwomaybeusefulforotherpurposes.
81 Local Healthwatch outcomes and impact development tool
Types of evidence Qualitative evidence Quantitative evidence
Purpose Tounderstandthecontextofthesituationandtheprocessesbehind:
• behaviour
• emotions
• responsestosituations
Morelikelytodelvedeepintoexperiencesoffewerpeople.
To gather and understand:
• numbers(ofpeople,events,incidents,complaintsetc)
• datathatcanbeconvertedintonumbers
• sizeandamount
Morelikelytoreachlargernumbers.
Type of question it answers
• how?
• why?
• whatisitlike?
• howcoulditbedifferent?
• howmany?
• howmuch?
• howoften?
• towhatextent?
Basis and final form
Basedonnon-numericaldata.
Deliversstories,narrative,text,videosetc.
Basedonnumericaldata.
Deliversstatistics,graphs,piechartsetc.
Example of possible use by local Healthwatch
AfocusgroupdiscussingLOCALHEALTHWATCH’sservices
• howweretheytreated?
• whatwascommunicationlike?
• whatcouldhavebeenbetter?
Atickboxsurveyofserviceusersasking:
• howmanyhaveheardofLOCALHEALTHWATCH?
• howmanyhavesoughtinfofromLOCALHEALTHWATCH?
• howhelpfulwasinfoonascaleof1to10?
82 Local Healthwatch outcomes and impact development tool
4. Think about how else evidence might be used• evidencemaybehelpfulforotherpurposesinadditiontolocalHealthwatchselfassessmenteg:
◦ evaluationsforcouncillocalHealthwatchcommissioners
◦ evidenceforhealthandsocialcarecommissionersthatlocalHealthwatchisgenuinelyrepresentativeandcanreachcommunitiesandgroups
◦ evidenceofserviceuserexperienceoraccesstoservicesforhealthscrutinycommittees
• differentmethodsmayproducemoreorlessgoodevidenceforotherpurposes.
5. Target method to respondents you are trying to reach• willtheyrespondmorereadilybytalkingorinwriting?
• aretheymorelikelytorespondinasmallgrouporina1:1conversation?
• willtheyseeyoursurveyrequestinadoctor’ssurgeryoronFaceook?
• whichmethodismorelikelytoengagepeoplelongertermandisthismoreimportantthanreachinglargenumbers?
Example of use from elsewhere
PatientVoicesdigitalstoriesaboutlivingwitharthritiscollectedandpublishedbyLeedsUniversitywithhelpfromArthritisCare: http://www.patientvoices.org.uk/wr.htm
NuffieldTrustrandomisedcontrolledtrialtoassesstheimpactoftelehealthandtelecareassistivetechnologiesonlargenumbersofpeople:http://www.nuffieldtrust.org.uk/our-work/projects/impact-telehealth-and-telecare-evaluation-whole-system-demonstrator-project
83 Local Healthwatch outcomes and impact development tool
Section3:Typesofmethodandexamplesofevidence
Examplesaregivenbelowofhoweachmethodmightbeused,buttheseareonlysuggestionsandtherearemanywaystheycouldbeimplementedwhichwillworkbestindifferentwaysforindividuallocalHealthwatch.Themethod(s)canbeappliedtoanynumberofoutcomesandimpactslistedinthelocalHealthwatchoutcomesandimpactsdevelopmenttool.Theticksindicatewhetheramethodcanbeused1:1,withagrouporwithawholecommunity.
Face to Face
METHOD EXAMPLES OF POSSIBLE USE 1:1 Group Community-wide
Semi-structured interviews
Tofindoutwhetherstaff/volunteersfeelclear about their roles boundaries know whotheycangotoforhelpetc.
✓ ✓ ✓
Surveys Toestablishwhetherpeopleincontactwith local Healthwatch understand its roleandpurpose.
✓ ✓ ✓
Focus groups ToestablishwhethervolunteersfeeltheyhaveaclearroleinlocalHealthwatchandaresupportedbytheorganisation.
✓ ✓ ✓
Consultation To assess whether local Healthwatch istrustedandvaluedbycommunities,local Healthwatch users, carers, patients,localHealthwatchcommissioners,HealthwatchEngland
✓ ✓ ✓
84 Local Healthwatch outcomes and impact development tool
Feedback exercise Between local Healthwatch board and seniormemberstoevaluatewhethercertainoutcomesareembeddedwithin the organisation eg that local Healthwatch understands its duties and powersandisclearabouttherespectiverolesofboardandseniorstaff.
TospeakwithpeoplewhohavebeenincontactwithlocalHealthwatchforhelporsupporttoassesstheresultingoutcomesandtogetdirectfeedbackofthesupportreceived.
✓ ✓
Case studies/case study investigations
To assess contact between local Healthwatchandisolatedindividualsandcarersandtheinformationandsupporttheyhavereceived.
✓ ✓
Individual stories Fromolderpeople/childrentofindoutabouttheirengagementwithlocalHealthwatchandhowtheymayhavehelpedtochangeservicesforthebetterthroughtheirinvolvement.
✓
Observation of meetings
Toevaluatewhetherconsumer/serviceuserviewsandconcernsareexpressedthrough local Healthwatch at HWB meetings.
✓
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Peer mentoring/Peer review
With neighbouring local Healthwatch to gatherviewsofpeersoneffectivenessofparticularinitiativesorservices
✓ ✓ ✓
Participatory engagement methods and tools eg flip charting, organising ideas.
Participatoryengagementmethodsandtoolsegflipcharting,organisingideas.Toseekviewsofvolunteersonhowwelltheyhavebeensupportedinusingtheirskills/abilities/knowledge.
✓ ✓
Market place and open space methods
Toprovideinformationonaservice/activitiy
✓
‘Helicopter pad’ Tool for collecting comments
Toidentifypositivenegativeandneutralviewstowardsaspecificquestionortopic.
✓ ✓
86 Local Healthwatch outcomes and impact development tool
METHOD EXAMPLES OF POSSIBLE USE 1:1 Group Community-wide
Assessing information found on local Healthwatch websites
To check whether local Healthwatch financialinformationisaccessibletothepublicandotherinterestedparties.
TocheckthatthevisionoflocalHealthwatchastheindependentconsumerchampionforhealthand social care is understood and communicated.
✓ ✓
Surveys/Polls TohelpestablishwhetherlocalHealthwatchisviewedasaccessibleincludingfeedbackonvenueaccessibility.
✓ ✓
Social Media (Facebook/ Twitter)
Toaskwhatyoungpeoplethoughtofaneventthey’vejustattended
Toseektheirviewsonsexualhealthservices.
✓ ✓
Mobile phone ‘text’ a comment
ToreceivefeedbackregardinghowlocalHealthwatchisviewedbythewidercommunity.
✓ ✓
Online/Electronic
87 Local Healthwatch outcomes and impact development tool
Videos/ video diaries/ comment booths
Todocumentpeople’s(widercommunityvolunteerslocalHealthwatchstaff)experiencesoflocalHealthwatchandhealthandsocialcareservicesillustratingchangesovertime.
✓ ✓ ✓
METHOD EXAMPLES OF POSSIBLE USE 1:1 Group Community-wide
Surveys/questionnaires
TogetanideaofcommunityknowledgeoflocalHealthwatchwhethertheyfeelitisaccessibleandiftheyknowhowtomakecontact.
✓ ✓
Assessment of documents
TocheckthattheAnnualReportmeetsrequirementsinHealthwatchDirectionsandreflectstheissuesandprioritiesraisedbylocalpeople.
360 degree feedback
To check that local Healthwatch and the Health and Wellbeing Board are workingwelltogether–allpartnersgivefeedbackoneachother.
✓ ✓ ✓
Audit Evaluatingthemake-upoflocalHealthwatchboardmemberstoensureanappropriaterangeofknowledgeandskillsarerepresented.
✓ ✓
Usingexistingsources
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Audit Evaluatingthemake-upoflocalHealthwatchboardmemberstoensureanappropriaterangeofknowledgeandskillsarerepresented.
✓ ✓
Reviews Forexample,toidentifywhethermembersofthewidercommunityareinvolvedinlocalHealthwatchGovernanceegaspartofadvisorygroupsasvolunteers.
✓ ✓
Comparison Studies
TocompareandcontrastthewayinwhichhealthcareservicesdescribethemselvesbeforeandaftertheworkoflocalHealthwatch.
Revisiting Facilitated Simulation
Tounderstandwhetherpeople’sviewofhowapreviouslysimulatedeventwouldunfoldhaschangedfollowingworkbylocalHealthwatch.
✓
Contacts monitoring
To check that local Healthwatch has contactsinallcommunitiestoensurealltheseareasarerepresented.
✓ ✓
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