Agenda item

Steve Inett (Chief Executive, Healthwatch Kent) was in attendance for this item.

(1)       Mr Chard, in accordance with his Disclosable Pecuniary Interested as a Director of Engaging Kent, withdrew from the meeting for the duration of this item.

(2)       The Chairman welcomed Mr Inett to the Committee. Mr Inett began by thanking the Committee for the opportunity to present Healthwatch Kent’s Annual Report and Strategy 2015/16. He explained that Healthwatch Kent was required to produce an Annual Report and had aligned it to their strategic priorities. He highlighted the free Information & Signposting Service which was a key mechanism which patients used to give feedback. In 2014/15 over 2000 people directly contacted Healthwatch Kent; this figure had increased from 1225 people published in the report as a result of the Big Red Bus Tour during the summer.  Healthwatch Kent held four public meetings a year, visited a different council area each month and held public voice sessions. Healthwatch volunteers analysed feedback from the public to identify trends and issues to determine its priorities. A priority in 2014 was mental health services and its complaints process; due to a good relationship with the commissioner and provider, Healthwatch Kent was able to examine how learning from complaints was embedded.  He explained that Healthwatch Kent could not deal with complaints but provided information about how to complain to the relevant organisation. Healthwatch Kent responded urgently to cases where people were potentially at risk or the quality of service was extremely poor by contacting the organising directly.

(3)       Mr Inett noted that Healthwatch Kent had a remit to carry out Enter and View visits to adult health and social care services. Healthwatch Kent had found that patients at hospitals placed in special measures reported a good service. As a result Healthwatch Kent would be changing its approach and focusing on transition between different health and social care services. He stated that the first Enter and View visit using the new approach would be the Integrated Discharge Team at Darent Valley Hospital. Healthwatch Kent volunteers would speak to patients in hospital who were being discharged and would then contact them a couple of weeks later to see if their support plan had been put in place and delivered.

(4)       He reported that the strategic priorities for 2015/16 included the end of life care pathway, dentistry in Tunbridge Wells, social care services and the implementation of the Care Act, children and young people services and the integration of health and social care services. He noted that Healthwatch Kent was writing good practice guidance about public consultation and engagement on service changes; Healthwatch Kent was able to act as a critical friend and use their volunteers to review consultations.

(5)       Members of the Committee then proceed to ask a series of questions and make a number of comments. A Member enquired about Healthwatch Kent’s relationship with the Care Quality Commission, additional income and complaint referral. Mr Inett explained that Healthwatch Kent had a regular monthly meeting with the CQC. Healthwatch Kent provided information to CQC inspectors and attended Quality Summits to share the public view and support the organisation to improve. He noted that Healthwatch Kent was generating income through its engagement work. He reported that when Healthwatch was notified of a complaint it shared and referred the complaint to the relevant complaints department.

(6)       In response to a specific question about complaints regarding the provision of blood thinning drugs in a community setting, Mr Inett reported that this was not something Healthwatch had been contacted about. He reported that if Healthwatch Kent had a concern about a service, the provider had a duty to respond. He stated that relationships with commissioners and providers were key; he noted that Healthwatch Kent contacted the Trust directly for comment if an issue was raised in the local media

(7)       A Member noted that one of Healthwatch Kent’s priorities in 2015/16 was to gather feedback from young people and families. The Member advised Mr Inett that Kent County Council’s Corporate Parenting Panel had three representatives from the local Children in Care Council and each district had a youth council. Mr Inett thanked the Member for the information. He noted that Healthwatch Kent had recently commissioned a feedback session with children and young people in Thanet to gather their views on health and social care. He reported that no specific issues were raised but explained that they wanted their voices heard. He noted that this was a new area for Healthwatch Kent and its volunteers.

(8)       A number of comments were made about hard to reach groups, dentistry in Tunbridge Wells and the publication of Healthwatch Kent reports. Mr Inett reported that Healthwatch Kent would be using a more intelligence based approach to connect with hard to reach groups by utilising links with local voluntary organisations. He reported that dentistry in Tunbridge Wells was chosen as a priority following concerns raised at the West Kent Health and Wellbeing Board which was aligned to feedback received by Healthwatch Kent. With regards to the publication of reports, Mr Inett explained that volunteers compiled the reports which were then shared with the organisation for comment before the publication. He noted that the reports were published on their website and publicised in their monthly newsletter.

(9)       RESOLVED that the report be noted and Healthwatch Kent be requested to provide an update to the Committee annually.