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Community Engagement Feedback Report March 2016 Report summarising feedback from people in Lancashire relating to hospitals, GPs, pharmacies, dentists, adult social care and other health and social care services.

Page2of17 www.healthwatchlancashire.co.uk

Community Engagement Feedback Report March 2016

Introduction HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.ThisreportsummarisesthefeedbackonhealthandsocialcareservicesinLancashiregatheredbymembersoftheHealthwatchLancashireteamduringpublicengagementactivitiesinMarch2016andfeedbackgatheredthroughtheHealthwatchLancashirewebsite.

ThisreportwillbesharedwithhealthandsocialcareprovidersandcommissionersinLancashirerequestingaresponsefromeach.ResponsesreceivedbyHealthwatchLancashirewillbepublishedandaddedtothereport.

Methodology Itisoftenthoseclosesttotheprocesswhoarebestplacedtogiveusefulfeedbackonthewayservicesworkandhowtheycanbeimproved.Asserviceusersandrelativesaretheoneswhoexperiencetheprocessorservicefirsthand,theyhaveaunique,highlyrelevantperspective.Serviceusersandrelativesinputintodesigningservicescanbeinvaluableassometimesseeingservicesfromtheirpointofviewopensuprealopportunitiesforimprovementthatmaynothavebeenconsideredbefore.RepresentativesfromHealthwatchLancashiredeliveredaseriesofCareCircleeventswithcommunitygroupsacrossLancashire,whichencouragemembersofthepublictosharetheirviewsandexperiencesofhealthandsocialcareservices.MembersofthepublicareabletofindandreviewhealthandsocialcareservicesinLancashireontheHealthwatchLancashirewebsite–www.healthwatchlancashire.co.uk.Thisinformationhasbeencollatedinthisreport.

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Community Engagement Feedback Report March 2016

Groups HealthwatchLancashirevisited7groupsinLancashireinMarch2016.Thefeedbackinthisreporthasbeensegmentedbythegroups’locationandtypeofservice.Thefollowinggroupstookpartincarecircleactivities:CentralLancashire:(coveringPreston,Chorley,SouthRibbleandWestLancashire)HeadwaysupportgroupinPrestonPlaceofPeacegroup,SkelmersdaleLancashireParentCarerForuminChorleyStGeorge’sMen’sFellowshipinChorleyNorthLancashire:(coveringFylde,Wyre,LancasterandMorecambe)XceedgroupinLancasterAlzheimer’ssupportgroupinLythamStAnnesEastLancashire:(coveringBurnley,RibbleValley,HyndburnandRossendale)RibbleValleyParentCarerForuminClitheroe

AcknowledgementsHealthwatchLancashirewouldliketothankallthosewhosharedtheirviews,experiencesandtookpartinCareCircleactivitiesorsharedtheirexperiencesontheHealthwatchLancashirewebsite.

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Community Engagement Feedback Report March 2016

Feedback on hospital services in central Lancashire PositivecommentsreceivedAgroupmemberpraisedthegenomesprojectatStMary’sHospitalstatingthattheyfeltlistenedtobystaff.

AgroupmembersaidthattheyfelttheyhadexperiencedgoodpracticeatRoyalPrestonHospitalwhentheirsonwithlearningdifficultieswentinforanoperation.

AgroupmembersaidthattheyvisitEuxtonHospitalforinjectionsthreetimesperyearandstatingthattheyfeelitisalwaysasmoothserviceandhadnothadanyissueswithbookingappointments.

AgroupmembersaidthatChorleyandSouthRibbleHospital’sRoutineBloodClinicalwaysrunssmoothlyandiseasytoattend.

AgroupmembersaidthattheyfelttheirappointmentatRoyalPrestonHospitaleyeclinicwaswellorganisedandtheypraisedstaff.

AnumberofpeoplesaidthatthenursesincriticalcareatRoyalPrestonHospitalare“excellentandworkveryhard”.

AgroupmembersaidthattheAandEdepartmentatChorleyandSouthRibbleHospitalwasexcellentandlookedaftertheirdaughterverywell.

AgroupmemberthatthecardiologydepartmentatRoyalPrestonHospitalisexcellentandpraisedtheirDoctorforbeingcaringandcompassionate.

AgroupmembersaidthattheyvisitedRoyalPrestonHospitalforaneyetestandabloodtestandsaidthattherewerenodelaysandtheconsultantexplainedeverythingwell.

ConcernsraisedAparentraisedaconcernaboutChorleyandSouthRibbleHospitalrelatingtothedelaybetweenbeingmeasuredforspecialistbootsstatingthatbythetimetheyarereceivedtheynolongerfit.

Agroupmembersaidthattheyfeltthatthereisnosupportforself-harmandmentalhealthinadolescentsandchildrenwithinLancashire.

AgroupmembersaidthattheyexperiencedadelayingettinganappointmentatthefractureclinicatRoyalPrestonHospitalandexperiencedalongwaitontheday.

AgroupmembersharedanegativeexperiencefromtheUrologydepartmentatChorleyHospitalstatingthathisappointmentonlytookthreeminutesandhefeltlikehewasonaconveyorbelt.Thepatientsaidthattheconsultantdidnotlistenandwouldn’texplaintheprocedurestatingthat“Iwouldjusthavetohaveit.IwouldhavelikedmoreinformationsoIcanmakeaninformeddecision.”

AgroupmembersaidthattheyfeltalocumPsychiatristattheScarisbrickInpatientUnitsitedatOrmskirkHospitalprescribedmedicationthatwasnotontheapprovedlistandwaslaterrefusedthemedicationfromapharmacy.Theystatedthatthisresultedinthemhavingtochallengethedecision.

AgroupmembersharedanegativeexperienceoftheOralandMaxillofacialClinicatRoyalPrestonHospitalwhentheyvisitedwiththeiryoungsonwhohasAsperger’sSyndrome.Theyraisedconcernsaboutthewordsthatthemedicalteamwereusingandfeltthedentistdidnotshowcompassionandsaidthattheirson’smouthwas“gross”.

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Community Engagement Feedback Report March 2016

AnumberofpeoplesaidthattheaftercareserviceatRoyalPrestonHospitalisverypoorandonlylastseightweeks,whichtheyfeltwasnotlongenough.TheystatedthatyouneedtogobacktoyourGPtogetreferredforfurthersupport.

AgroupmembersaidthatthereisalackofsupportforfamilyandfriendsatRoyalPrestonHospitalandnosignpostingtootherservices.

AgroupmemberraisedconcernsthattheirbackoperationatRoyalPrestonHospitalhasbeencancelledtwice.

AgroupmembersaidthattheyfeltthereisalackofcoordinationandliaisonbetweenhospitaldepartmentsatRoyalPrestonHospital.

Amemberofthepublicsharedtheirexperienceofhavingacolonoscopyoperationcancelledasasignlanguageinterpreterhadnotbeenbooked.TheystatedthattheyhadalreadytakenMobiPrepinpreparationfortheoperation.

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Community Engagement Feedback Report March 2016

Feedback on GP services in central Lancashire PositivecommentsreceivedAnumberofmembersinagroupsaidthatWhittleSurgeryprovidesagoodservice.

AgroupmemberprovidedapositivecommentrelatingtoareferralfromRegentHouseSurgerytoBamberBridgeMemoryClinicwhichtooktwomonths.Theystatedthattheydidn’texpectittobethatquick.

AgroupmembersaidthattheyarepleasedthatalocalbusservicehasbeenreinstatedbyChorleyCouncilwhichmakesaccesstolocalGPs,dentists,pharmacistsandthehospitalmucheasier.

Agroupmemberpraisedthe“verygood”podiatryserviceatBuckshawVillageSurgery.

AgroupmemberpraisedRiversideMedicalCentreforitsexcellentcareandservice.

AgroupmembersaidthatStandishMedicalPracticeprovidesanexcellentservice.

AgroupmembersaidthatthecommunitypaediatricianatBirleywoodHealthCentreis“fantastic”andtheystatedthattheyreceivealotofgoodadvice.

AgroupmembersaidthattheirDoctoratSandyLaneHealthCentreis“verygood”.

AmemberofthepublicsaidthattheteamatMedicomLtdinPrestonare“excellent”andofferpracticaladviceandassistpeopletomakepersonalchoicesinhealthcare.

AmemberofthepublicsaidthatRegentHouseSurgeryisveryorganisedinthecareofTypeIIdiabetes.

ConcernsraisedAmemberofthegroupraisedconcernsthatRegentHouseSurgeryinChorleystatingthat“GPservicesaregettingmoneyandclaimingtheyaredoingthingsbutthennotdeliveringthem,suchasannualhealthchecksforthosewithlearningdisabilities.ItstatesthatontheGPwebsitethatweareentitledtothisbutwhenweringwearetoldthatwearenotbecauseweareunderaconsultant.”

AgroupmembersaidthattheyfeltthatGPsarenotautismfriendlyandstaffarenottrainedtoactappropriately.Theysaid:“Whenmysonhasgoneinforanyprocedure,itisnottheprocedurethatworriesmeitisthewaythestafftreathim.”

Agroupmembersaidthattheyfeltthatservicesarenotconnectedandstatedthattheyhavetorepeatthemselvesandchasereferrals.

AgroupmembersaidthattheyareconcernedaboutthepotentialclosureofBuckshawVillageSurgery.

AgroupmemberraisedconcernsthatthereisalongwaitforthediabetesfootclinicatChorleyHealthCentreandstatedthatpatientsareneedingtopayprivatelyfortreatment.

AgroupmemberraisedconcernsthatthereceptionistatBirleywoodHealthCentrechallengedthemoverbeinglateforanappointmentTheystated:“IfeltthiswasunfairasitisokaywhenGPsarelate.”

AgroupmembersaidthattheymovedfromSandyLaneSurgerytoBirleywoodHealthCentreas“itwasreallybad.”

AgroupmembersaidthattheirGPisunhelpfulanddoesnotreadtheirnotes.

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Community Engagement Feedback Report March 2016

Feedback on dental services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatthedentistatSandyLaneDentalPracticeis“verygood”.

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Community Engagement Feedback Report March 2016

Feedback on care homes and social care services in central Lancashire ConcernsraisedAgroupmembersaidthattheyfounditdifficulttogethelpforarelativewithabraininjuryfromsocialservices.

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Community Engagement Feedback Report March 2016

Feedback on other health and social care services in central Lancashire PositivecommentsreceivedAgroupmembersaidthatChorleyandSouthRibbleClinicalCommissioningGrouparelinkingwellwithparentcarers.

AgroupmembersaidthatRimmerPharmacydeliveraweeklyprescriptionandtheyfeelitalwaysrunssmoothlyandisagreatservice.

Arepresentativefromthecommunity,voluntaryandfaithsectorstatedthattheyfeelthatasylumseekersaretreatedwithempathyandsensitivityatSkelmersdaleWalk-InCentre.

AgroupmemberpraisedHeyesOpticianinSkelmersdale.

Concernsraised

AparentcarersaidthatBroadoakMultidisciplinaryTeamwasabiglossduetoclosure.

Agroupmembersaidthatthereisnoadvicedirectoryforservices.Theystated:“TheLocalOfferisnotcomprehensiveandisdifficulttomanageasaparent.Weonlyfindoutaboutinformationfrommeetingotherparents.”

AgroupmembersaidthattheyreceivedamapforFulwoodMemoryClinicwhentheirappointmentwasatBamberBridgeMemoryClinicwhichcausedconfusion.Theysaid“Thisisnotverygoodforpeoplewithmemoryproblems.”

Suggestionsreceived

AparentcarersaidthatSyndrome’sWithoutANameisafantasticorganisationinYorkshireandsuggestedthatasimilarorganisationisneededinLancashire.

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Community Engagement Feedback Report March 2016

Feedback on hospital services in north Lancashire Positivecommentsreceived

AgroupmembersaidthatemergencydentaltreatmentatQueenVictoriaHospitalis“brilliant”.

AgroupmembersaidthatthedoctorattheMemoryClinicatLythamHospitalwasveryunderstandingandhadapleasantmanner.

AgroupmembersaidthattheyreceivedexcellenttreatmentatBlackpoolVictoriaHospital.

AgroupmembersaidthatthestaffatBlackpoolVictoriaHospitalhavebeenverygoodwiththeirrelativeandcaredforthemreallywell.

AgroupmembersaidthatthemedicaltreatmentandadvicetheyreceivedatBlackpoolVictoriaHospitalrelatingtoasuspectedstrokewasexcellentbuttheyfeltthathadtowaitalongtime.

Concernsraised

AgroupmembersaidthattheyvisitthepainmanagementteamatRoyalLancasterInfirmaryonceperyearbuttheyfeelthisisnotenough.Theywereexpectingtobecontactedattheendof2015butthishasnothappened.Theystated:“ThereisnotagoodlinkbetweenthepainmanagementteamandtheGPsatCoastalMedicalPracticetochangemedication.IwastoldbytheGP“You’lljusthavetoputupwithit”whichisnotgoodenough.”

AgroupmembersaidthattheyexperiencedadelayingettingCTscanresultsfromtheUrologyDepartmentatRoyalLancasterInfirmary.Theyraisedconcernsthattheyhavecanceranddonotfeelyoushouldhavetowaitforsixweekstogetthefullresults.

AnumberofpeoplesaidthattheyfeelthereisalackofcommunicationwithinNHSdepartmentsandservicesinLancasterandatRoyalLancasterInfirmary.Theystatedthatpeopleneedtokeepexplainingtheirsituationtodifferentpeople,thatthetransferofinformationtoGPsispoorandthathospitaldepartmentsdonotcommunicatewitheachother.

AnumberofpeopleraisedconcernsabouttheMemoryClinicatLythamHospital.Groupmemberssaidthattheyfeeltheylacksupport,thesystemisnotcoordinatedandtherearenotenoughvisitsandthevisitsareadhoc.Agroupmembersaidthattheywerereferredtoanotherclinicbuttheywerenotonthesystemanditwasawasteoftheirtime.

Agroupmembersaidthattheyfelttherewasnosupportathomefortheirrelativefollowingahipreplacement.

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Community Engagement Feedback Report March 2016

Feedback on GP services in north Lancashire Positivecommentsreceived

AgroupmembersaidthattheirdoctorsatCoastalMedicalGroupare“fantastic”.

AgroupmembersharedapositiveexperienceofhavingakneereplacementatTheLunesdaleSurgery.TheystatedthattheywerereferredtoLiverpoolandnowreceivedemailsforappointmentseverytwomonthswhichtheystatedisgreat.

AgroupmembersaidthatGarstangMedicalCentreis“asuperbGPservice”.TheysaidtheycanalwaysgetanappointmentandfeltthereferralstoRoyalPrestonHospitalare“firstclass”.

AgroupmembersaidthatGrangeParkSurgeryandBlackpoolVictoriaHospitalprovideexcellentsupport.

Concernsraised

AgroupmemberraisedconcernsthattheyhavebeenunsuccessfulattryingtogetanappointmentatCoastalMedicalPracticeandhavestoppedtrying.

AgroupmembersaidthattheyhavestruggledtofindaGPwholistens.

AgroupmembersaidthattheywereunabletogetanappointmentatYorkBridgeSurgeryinMorecambedespiteattemptingforoneweek.Theystatedthattheyhadtovisitthesurgerytoarrangeanappointment.

AgroupmembersaidthattheyfeelthatpeopleareunabletouseGPservicesbecausethey“can’tgettoseesomeone”.

Agroupmembersaid:“IwastoldbyahealthprofessionalthatIhadAsperger’sSyndromebutIwastoldbymyGPthatyoucan’tcatchitovernight.Thatmademefeelreallysmall.IsawanotherGPwholistenedtome.”

AgroupmembersaidthattheyfeeltherelocationofPoplarHouseSurgeryisaconcernasthereareissueswithtransport.

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Community Engagement Feedback Report March 2016

Feedback on dental services in north Lancashire PositivecommentsreceivedAgroupsaidthattheyfeltPrincesCrescentDentalPracticeisverygoodandveryeasytogetappointments.AgroupmembersaidthatWhitegateDriveCommunityDentistisfantasticforspendingtimewiththeirgrandsontodiscusshisteeth.AmemberofthepublicsaidthattheirdentistandtheteamatKirkhamDentalCareare“excellentandlistentopatients.Theytaketimetoexplaintreatmentoptionsandensurethatdecisionsarepatientled”.ConcernsraisedAgroupmembersaidthattheyfeltabandonedbytheirNHSdentistinCarnforth.AgroupmemberraisedconcernsthatthewaitinglistsforanNHSdentistaretoolong.Agroupmemberstatedthattheyhadcontactedthedentalhelplineandhadbeenwaitingtohearbackformorethansixmonths.Amemberofagroupsaidthatyouhavetogotwiceayearevenifyoudonotneedtogooryouaretakenoffthelistwhichtheyfeltwasunfair.AgroupmembersaidthattheyfeeldentistsshouldbeclearandaskwhichEmploymentSupportAllowancepeopleareonbeforeatreatmenttakesplaceasthiscanaffectthecostoftreatment.AgroupmembersaidthattheirdentistatCarnforthchangedfromNHStoprivate.TheysaidthattherewerenoplacesinNHSdentistsintheareaandhadnochoicebuttogoprivatewiththedentist.Theystatedthattheycannolongeraffordtreatmentfortheirfamily.AgroupmembersaidthattheyweretakenoffanNHSdentistandittookthemayeartofindanotherNHSdentist.

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Community Engagement Feedback Report March 2016

Feedback on care homes and social care services in north Lancashire Concernsraised

AgroupmembersaidthattheirrelativewasmovedintoaSpindriftCareHomeinLythamStAnneswhilsttheywereinhospital.Theystated:“WhilsthewastherehisthingswentmissingandmysonandIweretoldnottoringorvisitandnoexplanationwasgiven.”

Anumberofpeoplesharedexperiencesabouthomecares.Onesaidtheyhavelostallconfidencewiththeirhomecareserviceandanothersaidthatbecauseoftheirexperiencetheywillnolongerbeaskingforhelp.

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Community Engagement Feedback Report March 2016

Feedback on other health and social care services in north Lancashire PositivecommentsreceivedAgroupmembersaidthattheMorecambeHealthCentrePharmacyisreallyhelpful,promptandefficient.

AgroupmembersaidthattheBoulevardinLythamStAnnesprovidesexcellentpharmacyservices.

Concernsraised

AgroupmembersaidthattheyfeltitisimpossibletoaccessCognitiveBehaviouralTherapyorcounsellingandtheyweretoldthatthereisan18monthwaitinglistdespitehavingaCareCoordinator.Theysaidthattheyhadtousecharitiesforcounselling.

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Community Engagement Feedback Report March 2016

Feedback on hospital services in east Lancashire Positivecommentsreceived

AgroupmembersaidthatstaffareexcellentatthePaediatricsdepartmentatBurnleyGeneralHospital.

Concernsraised

AgroupmembersaidthattheyfeltthattherearenosafeplacesinBurnleyGeneralHospitalforchildrenwithalearningdifficulty.

Agroupmembersaidthattheyfeelthatparents’viewsarenotconsideredbystaffatBurnleyGeneralHospital.Theystatedthattheyfeelthatparentsknowtheirchildrenbest.

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Community Engagement Feedback Report March 2016

Feedback on GP services in east Lancashire Positivecommentsreceived

AnumberofpeoplepraisedtheirGPsstatingthattheyare“goodandunderstanding”,alwaysasksiftheyareokay.

Agroupmembersaidthatbookingappointmentsonlineisagoodidea.

AgroupmembersaidthatSlaidburnHealthCentreprovidesagoodservicebecausethereisonepharmacyandoneGPandtheyknoweverybody.

AgroupmembersaidthattherepeatprescriptionserviceattheirGPsurgeryisexcellent.

Concernsraised

AgroupmembersaidthatdespitetheirGPknowingthattheyareacarer,theyhavenotreceivedanyhelporsupport.

AgroupmembersaidthattheyfeeltheycannotseetheirownGPandalwaysseesomeonedifferent.

AnumberofpeopleraisedconcernsregardingaccesstotheirGP.Onestatedthattheycan’tthroughonthephoneandthelineisalwaysbusywhilstanotherstatedthattheyhavetoshowupat8aminordertogetanappointment.

AgroupmembersaidthattheyhaveexperiencedrudenessfromareceptionistatCastleMedicalGroup.

AgroupmembersaidthatthepharmacistatClitheroeHealthCentrecouldbemorehelpful.

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Community Engagement Feedback Report March 2016

Feedback on other health and social care services in east Lancashire Concernsraised

AgroupmemberraisedtheirconcernstowardstransitionbetweenChildandAdultMentalHealthServicesfor16to18yearolds.