January 2019 Issue 7

1. Bath and North East Somerset January 2019 Issue 7 This issue’s Top Topics • Introduction • Results of health and care portal survey • You Said, We Did • Feel The Difference Fund • Friends and Family Test • End of Life Strategy feedback • Feedback on Community Equipment Service Introduction Welcome to the January edition of the Bath and North East Somerset Citizens Voice – your Citizens’ Panel newsletter. You are receiving this newsletter because you have signed up to be a member of the Bath and North East Somerset Citizens’ Panel. The newsletter will also give up to date information on progress that has been made in transforming health and social care in our area.

2. Friends and Family Test (FFT) Service users who receive our services are asked if they would recommend us to their family and friends if they needed similar care or treatment. They are also asked a number of Patient Response Experience Measures (PREMs). These are questions about the care and treatment they experienced. This is called the Friends and Family Test. During October, November and December 97% of respondents said they would recommend our services. Sample quotes: Lymphoedema Service “The nurse was so helpful, explained and gave me lots of information regarding lymphedema. She put me completely at ease.” Community Paediatricians “Efficient, helpful, effective service sensitive to all our needs. Always supportive and happy to help at any time with follow-up service.” Mental Health Development Team “Very good level of support and knowledge. Friendly staff who I was confident would enable me to return to work.”

3. You Said We DidYou Said We Did is a national Virgin Care programme that provides local evidence of how service user and carer feedback feeds into service improvements.Examples:Immunisations TeamYou Said: A number of patients were concerned about viral shedding from the flu vaccination.We Did: We discussed with the school and provided NHS England guidance to demonstrate no evidence for viral shedding so that parents could be given evidence-based information regarding this to allay fears and the school was supported in managing this.Shared LivesYou Said: You wanted more publicity for the Shared Lives ServiceWe Did: We are working with BANES Council to create a film showcasing the service.Specialist Rehabilitation ServicesYou Said: You wanted to go home from hospitalWe Did: Our Physiotherapist arranged a home visit and she then personally collected equipment from different locations and took it to his house, to enable the visit to go ahead quickly.

4. Results of health and care portal surveyVirgin Care recently consulted with a wide range of local service users, colleagues, public health colleagues, the third sector and members of the public around the implementation of the health and care portal element of the Integrated Care Record (ICR). We were trying to find out what people thought about it, what they would like it to look like, whether they would use it and, if so, what for and, if not, why not. The consultation took the form of surveys (one for the public, one for Virgin Care colleagues, one for the third sector and one in easy read), one to one meetings and visits to a number of groups and events. The results of the consultation have been collated and analysed. Feedback on the portal is generally positive but there have been concerns raised about data protection, duplication with other systems (eg the GP portal), protecting vulnerable people from exploitation and concern that the website should be well designed, easy to use and updated regularly. We have had lots of suggestions about what information the portal should have on it, what it should look like and what it should be called.The feedback gathered will be used to inform the development of the portal.

5. Feel The Difference Fund Each year Virgin Care sets aside £100,000 to fund projects designed, developed and implemented by colleagues delivering services across the country, as part of our commitment that everyone feels the difference. The Citizens’ Panel votes on the BANES applications monthly. October The District Nursing Service applied for £199.60 to purchase folders. Colleagues working in the service are now using mobile devices and there is a plan to remove paper documentation in patients homes, however, other health and care providers and care services use the District Nurses folder for information. If folders are withdrawn this will leave the patients vulnerable. The District Nurses want to trial the use of the patient-held ‘orange folder’ model to ensure all partner services are informed. The folders will include information from all the health care providers involved in the patients care to allow access to up to date, relevant information, for example, a This is Me Care Plan, Frailty score etc. Decision: The Feel The Difference Panel declined this application as it is something that is currently being looked at by the mobile working project. November The Health Improvement Service have applied for £1799.36 to purchase banners to distribute around all Virgin Care sites in Bath and North East Somerset to advertise the fact that from January 2019 all sites will be smoke-free. Decision: The Panel awarded half the money on the understanding that the Estates Team funds the other half. December No applications were made in December.

6. End of Life Care Strategy – need your feedbackThe Virgin-wide End of Life Clinical Network have been working on an End of Life strategy and are wanting to share this with different service user groups for feedback.Please take a look at the strategy attached and give us your comments. The idea is that there will be a strategy on a page and then more detail behind it.Please give your comments on:The content – do you agree with what’s in the boxes? Is there anything you want to see added / removed / reviewed?Thoughts about the language used and the term ‘end of life’ in particularFormat – trying to put all this on one page – is it too much? Would you prefer headline only or the details as well?Any other comments?Please send your feedback to:Chiquita Cusens, Locality Manager, Keynsham Health Centre, St Clements Road, Keynsham, Bristol, BS31 1AFHome Care Review MeetingDon’t forget to complete the Home Care Review survey that was sent out to you separately, with the consultation document. The deadline has been extended until the 31st January.

7. Interested in giving your feedback on the Community Equipment Service?As part of our Transformation Programme we are working with the Clinical Commissioning Group (CCG) to engage with local people to find out their views of the Community Equipment Service.Have you used the service yourself, either for you personally or in your role as a carer for someone?Do you know someone who has used the service?Do you have ideas about what the service does well but also how it could be improved?We will developed a survey that ran in November and December and then we will hold a workshop on Thursday 31st January to have some more in-depth discussions with those who are really interested.If you would like to get involved in this transformation project, would like to attend the workshop and are happy for me to pass your name and contact details over to the CCG, who are leading this project, then please contact me on:Martha.cox@virgincare.co.uk or ring me on 07968 623014 or 01225 831328We look forward to hearing from you. Want more information? If you would like more information about anything mentioned in this newsletter, if you have any ideas about items we could feature or have any feedback about the Citizens’ Panel then please contact Martha Cox, BANES Engagement Lead on 01225 831328 or 07968 623014 Martha.cox@virgincare.co.uk Website Have you had a look at our website recently? www.bathneshealthandcare.nhs.uk You will find more information about what we are doing there.