Salford

GET CONNECTED A new approach to patient experience

Salford

Salford

ABOUT Healthwatch Salford

We work to ensure that what consumers of health and social care experience within local services is seamlessly fed into analysis of what is working well; directly informing how we shape the future.

As an experienced team, we know that within patient experience there is a rich stream of data that, tapped into properly, can provide the NHS, care services, local authorities and others with a significant pool of evidence to help improve services throughout the city.

We positively champion the great work in health and social care throughout Salford, but also directly represent the views of the public. Our Health and Wellbeing boards have been set up by our local authority to report on the quality of health and social care to Healthwatch England.

Healthwatch Salford is clear about its goal - to ensure that the general public is heard and to make a difference by giving the people of Salford the best possible health and social care services.

Understanding the public…Healthwatch Salford has created a suite of tools that help you to shape health and social care outcomes quickly, by identifying successes and highlighting potential issues.

With our state-of-the-art communication platforms, you can benefit from understanding and responding to emerging patterns with greater, more detailed knowledge of your services. We provide public engagement, technology, data and systems to report to you in real-time, for single or multiple locations.

There has never been a more exciting time to be involved in health and social care data, as the public is generating views about brands, organisations and health experiences in the same way they would about products and holidays.

Our online solutions resonate with the public via numerous touchpoints, whether in person or on the move through web-enabled devices. Their feedback on your organisation is collated through web, mobile, social media or by telephone.

Furthermore, the Healthwatch Salford engagement team enhances our support to your organisation by generating data on-site, at events or through our partners. By ensuring we have an in-depth picture of Salford and its services, we continuously add value and improve on your organisation’s performance.

Salford

The Feedback Centre Healthwatch Salford’s Feedback Centre enables the public to provide information about all health and social care organisations in Salford. This helps us to generate data that we can understand, benchmark and act on.

The public can find any local organisation simply by searching its name, location or postcode. This can be done through a variety of devices, from a kiosk in a pharmacy to a mobile phone whilst on the move.

New service providers and locations can be added to the website database by the public or our partners, and these are moderated internally by the Healthwatch Salford online team.

When providing feedback through the Feedback Centre, users are prompted to review and rate services by answering a list of questions that help them to provide the right level of detail, in the shortest amount of time. They can also praise a particular member of staff whose conduct has been exemplary.

We capture the following data: An overall rating of the service provider

A summary of experience

A detailed overview of experience

Location of user

Ratings for cleanliness, staff attitude, waiting time, treatment explanation, quality of care, quality of food

Special praise for a member of staff

If they need help to make a complaint

Name and email details of the user

The opportunity to remain anonymous

All of the reviews are moderated before appearing on the website, widgets or linked systems.

WORKING TOGETHER TO POSITIVELY SHAPE HEALTH AND SOCIAL CAREOur solutions have been carefully constructed through feedback from Healthwatch Salford stakeholders, health and wellbeing boards, commissioners, local authorities, patient groups, and the voluntary and community sector.

Salford

Salford

Widget Benefits: Demonstrates transparency, confidence and credibility to patients in their own service

Provides superb potential to improve search engine rankings

Drives additional traffic from other websites via reviews

Increases browse time on websites by up to 100% (feedback is the most common form of online research)

Offers an essential tool for partners to understand how to improve their own services

Provides an early warning system

Requires very little resource to get started and minimum maintenance

TOGETHER WE’RE MAKING A DIFFERENCE“We must put citizen and patient voice absolutely at the heart of every decision we take in purchasing, commissioning and providing services.”

Tim Kelsey, National Director of Patients and Information, NHS England

Healthwatch Widget

Widgets allow you to add Healthwatch Salford content to your own website, as well as encouraging the public to leave feedback in a format they are familiar with.

In addition to sharing your latest reviews, the widget encourages open, transparent information exchange with the public. Positive feedback is a great way to demonstrate the success of your organisation, and our widget provides an independent, fully-verified process to do just that.

There is a choice of three widgets in portrait and landscape form, in addition to one that provides a simple overall rating and a prompt to leave feedback for sites where space is limited.

The Healthwatch Salford widget is as simple to add to your website as a YouTube video, however some technical web knowledge may be required. Healthwatch Salford will provide the HTML to be added to your website source code, and our web team can assist with integrating the widget to your website when required.

For your organisation to get the greatest amount of value and insight, a ‘TripAdvisor’® style partner widget will be provided to you and all of your health or social care partners and will feature on their websites.

Provides commissioners, organisations and services with an independent view and the opportunity to improve their awareness and performance

Improves the chances of safeguarding individuals

Offers a real-time view of your profile and service quality - particularly for smaller organisations

Allows access to vast amounts of data for you to act on

Saves hours in sourcing data from multiple systems

Monitors specific keywords, services and locations featuring your data requirements from sources such as Twitter and RSS feeds

Creates powerful insight streams for deep analysis

Supplies a browser-based dashboard to visualise insight streams and events, and to discover correlations

Sentiment analysis and computational linguistics For users who want to monitor sentiment expressed on the web, we have teamed up with a leading sentiment analysis provider.

Your organisation can now stay one step ahead of patterns and trends and can react swiftly to the intelligence we provide. Using sentiment technology, the key drivers behind overall positive and negative sentiment for local health and social care scenarios can be identified and quantified on a large scale.

This technology combines full linguistic analysis with a comprehensive, fully customisable and transparent sentiment knowledge base. It covers nearly 60,000 sentiment-carrying expressions and concepts, and a set of sentiment logic rules that cover English grammar.

The service, which is also utilised by the Care Quality Commission, works to uncover data about your organisation at a local and national level each second of the day, and can provide your organisation with an early warning system.

Informatics benefits: Informatics

Health and social care organisations in the UK are challenged by pressures to reduce costs, improve coordination and outcomes, provide more with less and be more patient centered. Yet, at the same time, evidence is mounting that the industry is increasingly challenged by inefficiencies, clinical outcomes and the financial environment.

The Healthwatch Salford Feedback Centre adds value to your services by collating crucial data gained from the public via web, social tools, widgets, events and community engagement.

On a more analytical level, the Informatics intelligence tool provides your organisation with a credible way to manage your day-to-day activity.

Featuring sentiment analysis, it also tracks your local discussions from the public, press and your partners about local services - all of which can be benchmarked against your internal database.

The dashboard is a convenient and easy to access snapshot of all the key indicators that matter to you.

Unrivalled business intelligence for your organisation

Friends and Family Test

Increased data collection support

Save time and resource

Compliant with NHSE guidance

Benefits:

Local Healthwatch will play an important role in the Friends and Family Test (FFT), supporting our partners to capture data and manage it effectively.

Healthwatch can support all of our NHS partners specific FFT requirements through the Healthwatch Feedback Centre across multiple channels, from in-depth real-time reporting through to offline support.

FFT is quick and easy to implement and we have a range of compliant solutions that work within your requirements. These can be featured in your current systems, embedded on your current website or even stand-alone as a micro-site or kiosk. So whether you’re a GP, Acute, Community, Mental Health or other healthcare service we can create a suitable platform for your requirements to ensure we’re adding value at each and every stage.

FFT Healthwatch form

FFT Informatics

SUPPORTING YOUR FRIENDS AND FAMILY TEST DATAFrom collection through to reporting, Healthwatch Salford working with LHM will provide a compliant solution for your daily requirements.

Workingwith LHMLHM works in partnership with many leading health institutions, community organisations and local authorities.

There’s so much you can achieve using smarter digital communications. Let us help ease the way.

A big society needs big ideas and we’re brimming with them. Our aim is to do more, add more value and we are driven by making people’s lives better. Some of the best ideas are developed over a cup of coffee and our kettle’s always on.

We’re making a difference, and so are you.

Your local Healthwatch is supported by real digital experts, people that pride themselves on being an extension of your team and achieving results.

LHM has a vast amount of experience in digital marketing and is made up of a large team of creative designers, strategic thinkers and technical doers.

We’re an award winning agency known for providing some of the most innovative projects in health and social care. We firmly believe that our next award belongs to you.

OUR AGENCY EXPERTISE IN HEALTH AND SOCIAL CARE.LHM are an award winning agency providing digital marketing and engagement tools across Health and Social Care.

Community engagement

The way local, diverse communities provide data to you depends on the technology and literature provided to them, as well as how they are consulted. The public provides a powerful opportunity to champion your organisation, particularly if afforded the opportunity via multiple, simple and efficient touch points.

We understood that to work with local organisations, Healthwatch Salford had to create value – and it does. Our solutions provide additional resources, gain trust from the public, help raise awareness of the excellent work you do and create even more efficiency from your teams.

With our affordable suite of engagement tools, you’re fully equipped with the latest accessible technology where feedback from the public can be monitored, moderated and filtered effortlessly.

Our community engagement work offers the following benefits:

Provides access and technology to local voices, improving local health and social care by monitoring services

Talks and listens to people from every part of our diverse community - children, young people and adults of all backgrounds

Challenges poor practice, with the authority to demand improvement

Assists with comprehensive and specialist surveys that enable outcome-based decision making for services

Implements health audits that highlight the views of the public on development, delivery and commissioning of health and social care services in Salford

Communicates your successes through offline and online PR

Engagement campaigns to help you improve your organisations interaction with the public

As a local organisation, we know you’re looking for an innovative engagement solution that creates a significant behavioral shift in the health and social care review process.

Commercial packagesThere are many ways in which Healthwatch Salford can work with health and social care organisations of all sizes, so we’ve put together a range of annual packages to suit all requirements:

Healthwatch Salford widget

Features

PR support through social

media and website

Annual access to data report

Annual data summaries

3 annual engagement

health-checks

Access to Healthwatch Informatics –

Business Intelligence Dashboard

Sentiment Analytics streams

Bronze Silver Gold

Our platinum package features the entire Gold package in addition to:

Customising your internal web and online systems to feature our integrated public feedback through IT development for intranets, extranets, and other patient experience platforms.

Platinum

www.healthwatchsalford.co.uk

Email: feedback@healthwatchsalford.co.uk | Telephone: 0330 355 0300

The Old Town Hall, 5 Irwell Place, Eccles, Salford M30 0FN

Working together

Salford