Our Reports

Findings and analysis of our visits and research

Healthwatch Lambeth Annual Review 2016-2017 Easy Read Summary
Introduction

Thank you to everyone who spoke to us about their experiences of health and social care services in Lambeth this year.  Our close connections to people have helped us to find out what you think of services and what you want from them in the future. We've also visited 36 local services to find out if they're meeting your needs. We share your views with those running services and make them aware of the improvements that you would like to see. Take a look at our Easy Read summary annual review to see how we're working together with over 20 organisations to help put your views at the heart of local care.


Healthwatch Lambeth Annual Review 2016-2017
Introduction

Thank you to everyone who spoke to us about their experiences of health and social care services in Lambeth this year.  Our close connections to people have helped us to find out what you think of services and what you want from them in the future. We've also visited 36 local services to find out if they're meeting your needs. We share your views with those running services and make them aware of the improvements that you would like to see. Take a look at our annual report to see how we're working together with over 20 organisations to help put your views at the heart of local care.


Healthwatch Lambeth Annual Review 2015-2016
Introduction

Looking at care from the perspective of patients, service users and their families. 2015/16 has been a successful year for Healthwatch Lambeth, with many of our projects generating new knowledge and better collaboration between providers, commissioners and local people. This has led us to making an important contribution to shaping local, person-centred care through our engagement programmes with older people, adults with learning disabilities, people with poor mental health and younger people. During the year, Healthwatch Trustees, staff and volunteers worked together to frame a new strategic plan for 2016–18. We decided to focus on the overall health and social care experiences of Lambeth residents, not on the separate services they use at different times in their lives.


Healthwatch Lambeth AGM presentation – Sep 2015
Introduction

Annual General Meeting

Healthwatch Lambeth Annual Review 2014/15 – Sep 2015
Introduction

2014/15 has been a positive and insightful year for Lambeth Healthwatch. Positive because our reviews of dementia services, extra care services and healthy living pharmacies have led to plans to combat social isolation and improve health services for adults with learning disabilities. Insightful because Lambeth residents have taught us that the word “kind” is used to describe good quality care. Our power to “Enter and View” publicly funded adult health and social care services has been key in capturing this information. Our review of dementia services in the Clapham Park area involved training volunteers to “Enter and View” two care homes and two extra care housing facilities. Residents told us that they felt settled and safe and treated kindly within their home, however this security caused many to become socially isolated. Some residents simply wanted someone to chat to, be supported to go outside and get some fresh air, visit the shops and choose their own food.

Healthwatch Lambeth Annual Review 2014/15 – Sep 2015
Introduction

Welcome to our first mini Annual Report, telling you who we are, what we do and how you can get involved. We’re an independent charity championing people in Lambeth, making sure you, your family and friends, get the best health and social care possible. Whatever your age, ethnicity, disability or wherever you live in Lambeth, we’re here to make sure services treat you with dignity and respect. We are here for anyone who lives, works or uses health and social care services in the borough.

Right for Everyone: Dentist visits report - June 2017
Introduction

Our Right for Everyone project, a partnership initiative with Lambeth Mencap and Lambeth Learning Disability Assembly, investigates how well community health services work for people with learning disabilities. It involves training adults with learning disabilities to visit and assess GP practices, healthy living pharmacies, dentists, opticians and foot clinics. The visits aim to assess how accessible the service is, the quality of information and advice provided for dealing with long-term conditions and how kind the service is. By drawing on the insights from our visits featured in this report, we hope that good practice can be supported and extended across all GP services in Lambeth.

Mental Health Community Services Summary Report - March 2017
Introduction

Mental health is a priority area of work for Healthwatch Lambeth. In 2015, we decided to take a closer look at community-based mental health services in recognition of the large numbers of people who rely on primary care and community services as an important means of support. Additionally, NHS Lambeth Clinical Commissioning Group are currently developing an alliance contract for all adult mental health services over the next 7-10 years, which will also emphasise delivering care in the community , reflecting the wider NHS England strategy . Given this context, it is important to understand how effectively community based mental health services are currently supporting people with mental health concerns. Using our Enter and View power , we set out to explore a cross-section of services, including those who provide employment support, supported accommodation and clinical treatment. We visited Mosaic Clubhouse, Southside Rehabilitation, Living Well Network Hub, Connelly House, Penrose House and the South London and Maudsley NHS Foundation Trust Mood, Anxiety and Personality Community Mental Health Team


SLaM Mood, Anxiety and Personality Community Mental Health Team - November 2016
Introduction

Mental health is a priority work area for Healthwatch Lambeth. Considering the current NHS intention to move treatment delivery away from secondary services and into the community, we decided to conduct a series of six Enter and View visits to community mental health services in 2016. These included supported accommodation services, employment support services and clinical services. The final visit we made was to South London and Maudsley NHS Foundation Trust (SLaM)’s Mood, Anxiety and Personality (MAP) Community Mental Health Team (CMHT) in November 2016.


Right for Everyone: GP practices visits report - March 2017
Introduction

Our Right for Everyone project, a partnership initiative with Lambeth Mencap and Lambeth Learning Disability Assembly, investigates how well community health services work for people with learning disabilities. It involves training adults with learning disabilities to visit and assess GP practices, healthy living pharmacies, dentists, opticians and foot clinics. The visits aim to assess how accessible the service is, the quality of information and advice provided for dealing with long-term conditions and how kind the service is. By drawing on the insights from our visits featured in this report, we hope that good practice can be supported and extended across all GP services in Lambeth.


King's College Hospital NHS Foundation Trust Paediatric Wards Visit Report - February 2017
Introduction

Year 12 and 13 students from La Retraite Roman Catholic Girls' School Enter and View visit to King's College Hospital Children's Outpatient Department, Paediatric Short Stay Unit, Toni and Guy Ward. We chose to visit the above sites as part of our work stream assessing services for children and young people. We were interested in understanding how ‘youth-friendly’ the services at King’s College Hospital were from the perspective of young people and their families.


Penrose Housing Visit Report - December 2016
Introduction

Current local and national NHS strategy is to strengthen the capacity of community based mental health services. In light of this, Healthwatch Lambeth planned a series of Enter and View visits to community-based mental health services including supported accommodation, employment and training and clinical treatment services. Penrose Options was chosen to be part of this project, as it is the primary forensic pathway for the South London and Maudsley NHS Foundation Trust (SLaM). The aims of this visit were to:

  • Listen to how service users experience the support and services they receive at Penrose Options’ high-support accommodation projects;
  • and to understand the extent to which service users engage in other community based mental health projects across the borough and whether services are themselves operating collaboratively.

Connelly House - September 2016
Introduction

Mental health is a priority area of work for Healthwatch Lambeth. As current NHS strategy is to strengthen community care as an effective alternative to inpatient mental health treatment, Healthwatch Lambeth decided to conduct a series of Enter and Views into community services. This followed on from our Vassall Report (2015) which indicated low levels of awareness of the different mental health services in the community. As an accommodation service providing semi-independent housing to those with complex mental health needs, Connelly House was chosen to be a part of this project.The aims of the Enter and View visit were to:

  • Listen to how mental health service-users perceive the quality of the support, activities and accommodation they receive at Connelly House,
  • Explore service users’ levels of awareness and engagement with other mental health community services in the area.

Living Well Network Hub - August 2016
Introduction

Mental Health is a priority area of work for Healthwatch Lambeth. Our work in 2015 indicated that knowledge of community-based mental health services among local people was poor. Following this, we were keen to learn from people who have mental health needs how they find information and advice about where they can seek help and support, and what their experiences of receiving this support has been. As a provider of community-based mental health support services, we chose to conduct an Enter and View visit to the LWN Hub to talk to service users and staff. The aims of the visit were to:

  • listen to how mental health service users perceive the quality of the support at LWN Hub and, if and how it enables them to manage and maintain their wellbeing
  • understand how service users find information and learn about where they can seek help and support elsewhere that appropriately meets their needs.

Southside Rehabilitation Association - June 2016
Introduction

Mental Health is a priority area of work for Healthwatch Lambeth. Our work in 2015 indicated that knowledge of community-based mental health services among local people was poor. Following this, we were keen to learn from people who have mental health needs how they find information and advice about where they can seek help and support, and what their experiences of receiving this support has been. As a provider of community-based mental health support services, we chose to conduct an Enter and View visit to the LWN Hub to talk to service users and staff. The aims of the visit were to:

  • listen to how mental health service users perceive the quality of the support at LWN Hub and, if and how it enables them to manage and maintain their wellbeing
  • understand how service users find information and learn about where they can seek help and support elsewhere that appropriately meets their needs.

Mosaic Clubhouse – May 2016
Introduction

Mosaic Clubhouse is part of a worldwide network of clubhouses that provide support and opportunities to people living with a mental health condition. Through work and targeted support within a community setting, the clubhouse model aims to support its members to achieve their recovery goals. Eligibility for membership requires a diagnosis of a mental illness, which once conferred, is valid for life. See the ‘About Mosaic Clubhouse’ section below for further details on the services provided.

Older Persons Unit St Thomas’ Hospital – Dec 2015
Introduction

We chose to visit wards in St Thomas’ Older Persons Unit as part of our work stream assessing services for older people. We aimed to gather older people’s views of being in hospital and to talk to patients about their perceptions of the discharge process. Patients we spoke to were also invited to participate in the pilot phase of our new ‘Going Home’ project to track patients’ experiences of hospital discharge and the ensuing transfer of care process. Findings from the visit also informed the broader scoping of our work programme for older people.

Dulwich Care Centre – Sept 2015
Introduction

Dulwich Care Centre was rated inadequate by the Care Quality Commission (CQC)1 in November 2014. The rating echoed similar findings by Lambeth Council’s Care and Contract Management team around the same time. Healthwatch Lambeth had also received two anonymous complaints about the quality of care and staffing levels at the Centre in the preceding six months. Following the CQC rating, the provider brought in a new interim management team to turn the service around. Healthwatch Lambeth attended a series of meetings in January held by the Centre for relatives. From what we heard from family and friends at the meetings, we were concerned by: • The prolonged period of poor quality care delivered to residents • The low number of formal complaints received by the Centre compared with the high volume of concerns we heard from friends and family.

Pharmacy Visits Pilot Report – June 2015
Introduction

Between January and March 2015 we visited 6 Healthy Living Pharmacies in Lambeth. We arranged with the pharmacies when to visit them. We agreed not to tell people which pharmacies we visited. There were 2 pharmacies from each of the 3 health areas in Lambeth (North, middle and South).


Helmi House extra care housing – Feb 2015
Introduction

Extra care housing facility for 46 tenants, currently proving care and support to 26 people of mixed ages including wheelchair users and two residents living with dementia. Another 20 older tenants have been relocated to the scheme on a medium-term basis from sheltered accommodation in South Norwood which is being redeveloped. These tenants do not receive care services. The facility provides 41 one-bed and five two-bedroom flats and has a guest studio flat for visitors.

Lingham Court extra care housing – Feb 2015
Introduction

Extra care housing facility for 30 tenants, proving care and support to older people including wheelchair users and five residents living with dementia. The facility provides 27 one-bed and three two- bedroom flats.

Hillyard House extra care housing – Jan 2015
Introduction

Extra care housing facility for 41 tenants providing care and support to a mixed clientele including older people, learning disabled adult and younger disabled people, and residents living with dementia. The shared spaces are non-smoking, although residents can smoke in their flats. Pets are not allowed. There are two guest rooms.

44 Clarence Avenue extra care housing – July 2014
Introduction

Extra Care Housing Scheme for up to 51 people plus one guest flat, owned by Metropolitan Housing Trust. All but three tenants have domiciliary care packages provided by Sanctuary. The site also accommodates a separate day centre managed by Lambeth Council, which some tenants use. The day centre and scheme share the chef and dining room. During the visit six tenants bought lunch downstairs.

Collingwood Court care home – June 2014
Introduction

The home comprises three units including one for low support needs, a unit for people with mental health problems and a palliative care unit. Almost all the residents have dementia or dementia like symptoms. It is home to 66 people, including some people who do not speak English, most of whom are funded by the Local Authority. The other residents are funded by the NHS under Continuing Care.

Mental Health Community Services Enter and View Summary Report - March 2017
Introduction

Mental health is a priority area of work for Healthwatch Lambeth. In 2015, we decided to take a closer look at community-based mental health services in recognition of the large numbers of people who rely on primary care and community services as an important means of support. Additionally, NHS Lambeth Clinical Commissioning Group are currently developing an alliance contract for all adult mental health services over the next 7-10 years, which will also emphasise delivering care in the community , reflecting the wider NHS England strategy . Given this context, it is important to understand how effectively community based mental health services are currently supporting people with mental health concerns. Using our Enter and View power , we set out to explore a cross-section of services, including those who provide employment support, supported accommodation and clinical treatment. We visited Mosaic Clubhouse, Southside Rehabilitation, Living Well Network Hub, Connelly House, Penrose House and the South London and Maudsley NHS Foundation Trust Mood, Anxiety and Personality Community Mental Health Team


South London and Maudsley NHS Foundation Trust Mood, Anxiety and Personality Community Mental Health Team Enter and View Report - November 2016
Introduction

Mental health is a priority work area for Healthwatch Lambeth. Considering the current NHS intention to move treatment delivery away from secondary services and into the community, we decided to conduct a series of six Enter and View visits to community mental health services in 2016. These included supported accommodation services, employment support services and clinical services. The final visit we made was to South London and Maudsley NHS Foundation Trust (SLaM)’s Mood, Anxiety and Personality (MAP) Community Mental Health Team (CMHT) in November 2016.


GP Experiences: Seeking mental health support from a GP: Summary report
Introduction

This summary focuses on the key issues taken from our three GP experiences mental health reports

GP Experiences: Mental health information on Lambeth GP websites
Introduction

In 2013 Healthwatch Lambeth identified mental health as one of its priority areas of work. Following on from our Vassall report (Healthwatch, 2015) which indicated that eight in ten people would approach their GP about mental health concerns before anyone else, we wanted to look at what the experience of approaching a Lambeth GP was like. One aspect of this was to look at the websites of GP surgeries to find out what information and signposting was available for patients online.
Websites are an important method of communication between surgeries and patients, and have the capacity to speak to patients often before they have even made a face to face appointment. If utilised well, this can alleviate both the pressure on GPs and create quicker access to treatment for the public. For instance, if patients self-refer to counselling services at the point of contacting the surgery (or their website), rather than waiting for the GP to explain self-referral routes, their wait for treatment will be shortened. However, this depends on websites presenting information in an accessible and reassuring way.

GP Experiences: People’s experiences of talking to their GP about their mental health
Introduction

One in six adults experiences a mental health problem each week (Mind, 2016). National figures estimate that 90% of those with mental health problems rely on primary care for support and nearly a third of GP appointments currently are about mental and emotional wellbeing (Mind, 2016; Mental Health Foundation, 2016). Dependence on GPs for mental health support is likely to grow as the NHS continues to manoeuvre support away from hospitals and into the community (NHS, 2014). Furthermore, many national mental health organisations are increasingly encouraging people to visit their GP if they are feeling unwell (Mind’s ‘Find the words’ campaign, 2016).
Over recent years there has been rising concern about whether GPs are sufficiently resourced to support the increasing demand of people approaching them with mental health concerns. Of the 21 modules that General Practice Speciality Trainees are required to complete, only one currently focusses on mental health. Furthermore, national mental health charity Mind recently reported that less than half of all trainee GPs undertook any psychiatry rotation between 2013 and 2015 (Mind, 2016). The Chief Medical Officer’s report in 2013 called for GPs to undergo a period of specific mental health training but, despite widespread support, this is yet to materialise (Department of Health, 2014).
Mental health is a priority area for Healthwatch Lambeth. In our 2015 report ‘Finding mental health advice and support in Vassall ward’, we found that eight out of ten people we spoke to would first approach their GP if they had a mental health difficulty (Healthwatch Lambeth, 2015). This new report builds on that finding, by exploring the experiences of patients who have consulted a GP for a mental health concern. We were particularly interested in listening to their perceptions, expectations and experiences in deciding to ask for help and in receiving the care and support they needed.

GP Experiences: How supportive are Lambeth GP waiting rooms for those with mental health concerns?
Introduction

As part of our research into how people experience presenting mental health concerns to a GP, we set out to visit all 48 of Lambeth’s GP surgery waiting rooms. Those who have come in for an emergency appointment may spend long periods of time waiting to see a GP, sometimes in severe distress. The environment, from lighting to the seating arrangements, can significantly affect their ability to sit comfortably as well as their mood and willingness to speak openly.
The waiting room is also an important point of communication between the surgery and the patient. Many spend their time there reading leaflets or posters, and it is an opportunity to convey important health related messages. The display of health information conveys explicit information through posters and leaflets as well as implicitly implies which topics are open for discussion. An absence of information about mental health could discourage patients from speaking about any symptoms they may have, or feel unsure that the GP is the right person to speak to.
Although we explored waiting rooms from a mental health perspective, we also recognised that the waiting room atmosphere and the information displays within them affect all patients, not only those with mental health concerns.

Penrose Housing Enter and View Visit Report
Introduction

Current local and national NHS strategy is to strengthen the capacity of community based mental health services. In light of this, Healthwatch Lambeth planned a series of Enter and View visits to community-based mental health services including supported accommodation, employment and training and clinical treatment services. Penrose Options was chosen to be part of this project, as it is the primary forensic pathway for the South London and Maudsley NHS Foundation Trust (SLaM). The aims of this visit were to:

  • Listen to how service users experience the support and services they receive at Penrose Options’ high-support accommodation projects;
  • and to understand the extent to which service users engage in other community based mental health projects across the borough and whether services are themselves operating collaboratively.

Connelly House Enter and View visit report - September 2016
Introduction

Mental health is a priority area of work for Healthwatch Lambeth. As current NHS strategy is to strengthen community care as an effective alternative to inpatient mental health treatment, Healthwatch Lambeth decided to conduct a series of Enter and Views into community services. This followed on from our Vassall Report (2015) which indicated low levels of awareness of the different mental health services in the community. As an accommodation service providing semi-independent housing to those with complex mental health needs, Connelly House was chosen to be a part of this project.The aims of the Enter and View visit were to:

  • Listen to how mental health service-users perceive the quality of the support, activities and accommodation they receive at Connelly House,
  • Explore service users’ levels of awareness and engagement with other mental health community services in the area.

Living Well Network Hub Enter and View visit report - August 2016
Introduction

Mental Health is a priority area of work for Healthwatch Lambeth. Our work in 2015 indicated that knowledge of community-based mental health services among local people was poor. Following this, we were keen to learn from people who have mental health needs how they find information and advice about where they can seek help and support, and what their experiences of receiving this support has been. As a provider of community-based mental health support services, we chose to conduct an Enter and View visit to the LWN Hub to talk to service users and staff. The aims of the visit were to:

  • listen to how mental health service users perceive the quality of the support at LWN Hub and, if and how it enables them to manage and maintain their wellbeing
  • understand how service users find information and learn about where they can seek help and support elsewhere that appropriately meets their needs.

Southside Rehabilitation Association Enter and View visit report - June 2016
Introduction

Mental Health is a priority area of work for Healthwatch Lambeth. Our work in 2015 indicated that knowledge of community-based mental health services among local people was poor. Following this, we were keen to learn from people who have mental health needs how they find information and advice about where they can seek help and support, and what their experiences of receiving this support has been. As a provider of community-based mental health support services, we chose to conduct an Enter and View visit to the LWN Hub to talk to service users and staff. The aims of the visit were to:

  • listen to how mental health service users perceive the quality of the support at LWN Hub and, if and how it enables them to manage and maintain their wellbeing
  • understand how service users find information and learn about where they can seek help and support elsewhere that appropriately meets their needs.

Mosaic Clubhouse Enter and View visit report – May 2016
Introduction

Mosaic Clubhouse is part of a worldwide network of clubhouses that provide support and opportunities to people living with a mental health condition. Through work and targeted support within a community setting, the clubhouse model aims to support its members to achieve their recovery goals. Eligibility for membership requires a diagnosis of a mental illness, which once conferred, is valid for life. See the ‘About Mosaic Clubhouse’ section below for further details on the services provided.

Finding mental health advice and support in Vassall – Dec 2015
Introduction

The Lambeth Black Health and Wellbeing Commission, established in 2013, led a borough-wide collaborative effort to find ways to improve the prevention and treatment of mental health conditions for Lambeth’s African and Black Caribbean residents. It followed the death of Sean Rigg, a local musician and mental health service-user who died in police custody in 2008, which sparked wider debate about the inequality experienced by black communities in our local mental health system. The Commission’s final report (Lambeth Council, 2014) contained 40 recommendations categorised across three priority themes: improving prevention, access to appropriate services and patient experience. The report emphasised the need to improve access to support for those who need it at the earliest possible stage. But also highlighted feedback from residents through the Commission-led public engagement events that there was a lack of information about what mental health services and support were available (Lambeth Council 2014:35). Concerns were also raised around information-sharing methods, particularly an overreliance on the use of the internet. Noting that a lack of information is a barrier to access, Healthwatch Lambeth decided to explore current understanding amongst residents of how they would seek advice, information or support for a mental health concern.


Summary of feedback on SLaM services for Care Quality Commission inspection – Aug 2015
Introduction

Healthwatch Lambeth, Lewisham and Southwark contributed to the Care Quality Commission (CQC) inspector information pack prior to their inspection of South London and Maudsley (SLaM) NHS Trust in the week beginning 21st September 2015. This document summarises the contribution, which was based on quality issues raised by patients and families relating to SLaM services between August 2014 and August 2015.


Guy's and St Thomas' NHS Foundation Trust Caring with Carers Course: adapted for a community setting: Project Evaluation - October 2017
Introduction

In April 2017 Guy’s and St Thomas’ NHS Foundation Trust (GSTT) ran a free half-day training course for unpaid carers at the Whittington Centre, Streatham (a base for a range of the Trust’s community health services). The course was an adaptation of an existing hospital-based initiative designed by the Trust to help carers of elderly family members with dementia prepare for their return home after a stay in hospital. Healthwatch gathered feedback from participants attending the adapted course to find out how useful they found it, whether they had been able to apply any new learning and what difference this may have made.


Care Assessment survey with sheltered scheme and care home managers - March 2017
Introduction

Between September and October 2016, Healthwatch Lambeth conducted a survey of sheltered scheme and care home managers about time frames for residents receiving a care assessment, a review, or delivery of a care package from Lambeth Council. The survey was part of a national Healthwatch investigation, in response to reported delays in other parts of the country.


Extra Care Review: Connections Update – Dec 2016
Introduction

In 2015, Healthwatch Lambeth reviewed the borough’s extra care schemes1 to find out how well they were working for residents. Although we found the level of care and amenities at schemes were generally good, many residents told us they felt lonely and cut off from their local community. In response to our findings, in spring 2016 Lambeth Council provided a grant of £4,000 to each scheme for activities, which it hopes to make available on an annual basis. To find out how residents were feeling one year on from our review and what difference the grants may have begun to have, in October 2016 Healthwatch invited all extra care residents in Lambeth to a tea and chat event at one of the extra care facilities. The event was also open to other older people in the borough as part of Age UK Lambeth’s annual Celebrating Age Festival. In the lead up to the event, we also asked a songwriter and residents from 44 Clarence Avenue (one of the schemes) to write a song on the theme of ‘being connected’, which they performed on the day. We created a video about the making of the song: www.healthwatchlambeth.org.uk/extracarereview. Alongside the song premiere, over afternoon tea we asked guests how connected they felt to others and what helps them to feel plugged in, what they do to have fun and keep active, and whether there was anything else they would like to do. The event also included presentations from four organisations about the activities they run locally: South London Cares’ events programme, the Alzheimer’s Society Side-by-Side hobbies project, Age UK Lambeth services and Contact the Elderly’s monthly afternoon teas.


Review of Dementia Services for people living independently and family carers– July 2015
Introduction

Following a review of dementia services for people living in care homes and extra care schemes (with 24 hour on call support) in the Clapham Park area in 2014, Healthwatch Lambeth carried out a follow up investigation in summer/autumn 2015 to gather views on services for people living with dementia independently in their own homes.


Review of Extra Care Services – July 2015
Introduction

Extra care housing is designed to support people who can manage independently with care and support. Self-contained flats with 24 hour on-site support are intended to offer an ideal environment to maintain confidence and independence. Care services are provided by staff in line with individual care plans. However, the facility is not a care home, as residents are tenants with associated rights, whereas residents in care homes do not have tenancies. The care provided is regulated by the Care Quality Commission (CQC) but the facility itself is not inspected, and residents can choose to make their own care arrangements.


Older Persons Unit St Thomas’ Hospital – Dec 2015
Introduction

We chose to visit wards in St Thomas’ Older Persons Unit as part of our work stream assessing services for older people. We aimed to gather older people’s views of being in hospital and to talk to patients about their perceptions of the discharge process. Patients we spoke to were also invited to participate in the pilot phase of our new ‘Going Home’ project to track patients’ experiences of hospital discharge and the ensuing transfer of care process. Findings from the visit also informed the broader scoping of our work programme for older people.

Dulwich Care Centre – Sept 2015
Introduction

Dulwich Care Centre was rated inadequate by the Care Quality Commission (CQC)1 in November 2014. The rating echoed similar findings by Lambeth Council’s Care and Contract Management team around the same time. Healthwatch Lambeth had also received two anonymous complaints about the quality of care and staffing levels at the Centre in the preceding six months. Following the CQC rating, the provider brought in a new interim management team to turn the service around. Healthwatch Lambeth attended a series of meetings in January held by the Centre for relatives. From what we heard from family and friends at the meetings, we were concerned by: • The prolonged period of poor quality care delivered to residents • The low number of formal complaints received by the Centre compared with the high volume of concerns we heard from friends and family.

Healthwatch Lambeth Review of Dementia Services Clapham Park SW4 – Mar 2015
Introduction

Healthwatch Lambeth undertook a review of dementia services in the Clapham Park area of Lambeth during the second half of 2014. With the number of people with dementia set to double in the UK over the next 30 years, we were keen to:

  • Gain an insight into the experiences of local residents with dementia and their carers (both paid and unpaid)
  • Explore how well different local health and care services worked together to support people with dementia, their families and carers.

Our review combined Enter and View visits to two care homes and two extra care schemes, discussions with carers and interviews with a range of local health and care providers for people with dementia. Our overall impression from our Enter and View visits is of residential services that provide good basic care but are not always able to work in ways to enhance the lives of the people they care for, particularly in terms of collaboration between different on-site providers to deliver joined up person-centred services and supporting social interaction amongst residents. While the facilities were safe and accessible, we found limited evidence of friendships, activities or opportunities for residents to make personal choices.


Helmi House extra care housing – Feb 2015
Introduction

Extra care housing facility for 46 tenants, currently proving care and support to 26 people of mixed ages including wheelchair users and two residents living with dementia. Another 20 older tenants have been relocated to the scheme on a medium-term basis from sheltered accommodation in South Norwood which is being redeveloped. These tenants do not receive care services. The facility provides 41 one-bed and five two-bedroom flats and has a guest studio flat for visitors.

Lingham Court extra care housing – Feb 2015
Introduction

Extra care housing facility for 30 tenants, proving care and support to older people including wheelchair users and five residents living with dementia. The facility provides 27 one-bed and three two- bedroom flats.

Hillyard House extra care housing – Jan 2015
Introduction

Extra care housing facility for 41 tenants providing care and support to a mixed clientele including older people, learning disabled adult and younger disabled people, and residents living with dementia. The shared spaces are non-smoking, although residents can smoke in their flats. Pets are not allowed. There are two guest rooms.

Health and Wellbeing Board Presentation: Loneliness and Social Isolation – January 2015
Introduction

Why are social relations important?


44 Clarence Avenue extra care housing – July 2014
Introduction

Extra Care Housing Scheme for up to 51 people plus one guest flat, owned by Metropolitan Housing Trust. All but three tenants have domiciliary care packages provided by Sanctuary. The site also accommodates a separate day centre managed by Lambeth Council, which some tenants use. The day centre and scheme share the chef and dining room. During the visit six tenants bought lunch downstairs.

Collingwood Court care home – June 2014
Introduction

The home comprises three units including one for low support needs, a unit for people with mental health problems and a palliative care unit. Almost all the residents have dementia or dementia like symptoms. It is home to 66 people, including some people who do not speak English, most of whom are funded by the Local Authority. The other residents are funded by the NHS under Continuing Care.

Lambeth Datanet: Individual Patient Registration Profile Community Consultation
Introduction

Community consultation on a new Individual Patient Registration Profile form. The form is used to collect a patient's demographic information when they register with their GP.


Right for Everyone: GP practices visits report - March 2017
Introduction

Our Right for Everyone project, a partnership initiative with Lambeth Mencap and Lambeth Learning Disability Assembly, investigates how well community health services work for people with learning disabilities. It involves training adults with learning disabilities to visit and assess GP practices, healthy living pharmacies, dentists, opticians and foot clinics. The visits aim to assess how accessible the service is, the quality of information and advice provided for dealing with long-term conditions and how kind the service is. By drawing on the insights from our visits featured in this report, we hope that good practice can be supported and extended across all GP services in Lambeth.


GP Experiences: Mental health information on Lambeth GP websites
Introduction

In 2013 Healthwatch Lambeth identified mental health as one of its priority areas of work. Following on from our Vassall report (Healthwatch, 2015) which indicated that eight in ten people would approach their GP about mental health concerns before anyone else, we wanted to look at what the experience of approaching a Lambeth GP was like. One aspect of this was to look at the websites of GP surgeries to find out what information and signposting was available for patients online.
Websites are an important method of communication between surgeries and patients, and have the capacity to speak to patients often before they have even made a face to face appointment. If utilised well, this can alleviate both the pressure on GPs and create quicker access to treatment for the public. For instance, if patients self-refer to counselling services at the point of contacting the surgery (or their website), rather than waiting for the GP to explain self-referral routes, their wait for treatment will be shortened. However, this depends on websites presenting information in an accessible and reassuring way.

GP Experiences: People’s experiences of talking to their GP about their mental health
Introduction

One in six adults experiences a mental health problem each week (Mind, 2016). National figures estimate that 90% of those with mental health problems rely on primary care for support and nearly a third of GP appointments currently are about mental and emotional wellbeing (Mind, 2016; Mental Health Foundation, 2016). Dependence on GPs for mental health support is likely to grow as the NHS continues to manoeuvre support away from hospitals and into the community (NHS, 2014). Furthermore, many national mental health organisations are increasingly encouraging people to visit their GP if they are feeling unwell (Mind’s ‘Find the words’ campaign, 2016).
Over recent years there has been rising concern about whether GPs are sufficiently resourced to support the increasing demand of people approaching them with mental health concerns. Of the 21 modules that General Practice Speciality Trainees are required to complete, only one currently focusses on mental health. Furthermore, national mental health charity Mind recently reported that less than half of all trainee GPs undertook any psychiatry rotation between 2013 and 2015 (Mind, 2016). The Chief Medical Officer’s report in 2013 called for GPs to undergo a period of specific mental health training but, despite widespread support, this is yet to materialise (Department of Health, 2014).
Mental health is a priority area for Healthwatch Lambeth. In our 2015 report ‘Finding mental health advice and support in Vassall ward’, we found that eight out of ten people we spoke to would first approach their GP if they had a mental health difficulty (Healthwatch Lambeth, 2015). This new report builds on that finding, by exploring the experiences of patients who have consulted a GP for a mental health concern. We were particularly interested in listening to their perceptions, expectations and experiences in deciding to ask for help and in receiving the care and support they needed.

GP Experiences: How supportive are Lambeth GP waiting rooms for those with mental health concerns?
Introduction

As part of our research into how people experience presenting mental health concerns to a GP, we set out to visit all 48 of Lambeth’s GP surgery waiting rooms. Those who have come in for an emergency appointment may spend long periods of time waiting to see a GP, sometimes in severe distress. The environment, from lighting to the seating arrangements, can significantly affect their ability to sit comfortably as well as their mood and willingness to speak openly.
The waiting room is also an important point of communication between the surgery and the patient. Many spend their time there reading leaflets or posters, and it is an opportunity to convey important health related messages. The display of health information conveys explicit information through posters and leaflets as well as implicitly implies which topics are open for discussion. An absence of information about mental health could discourage patients from speaking about any symptoms they may have, or feel unsure that the GP is the right person to speak to.
Although we explored waiting rooms from a mental health perspective, we also recognised that the waiting room atmosphere and the information displays within them affect all patients, not only those with mental health concerns.

Healthwatch Lambeth and King’s College London Lambeth DataNet Engagement Project Report – Oct 2015
Introduction

The purpose of this project was to establish and evaluate a method of promoting transparency in how patient data is being used in Lambeth to improve services. The project was funded by Lambeth DataNet (LDN) and conducted by Healthwatch Lambeth and Patient and Public Involvement and Engagement staff from the NIHR Biomedical Research Centre (BRC) at Guy’s and St Thomas’ Foundation Trust and King’s College London (KCL). Aim This project aimed to engage with people registered with general practices in Lambeth to:

  1. inform them about LDN, the BRC and health research and opportunities for involvement
  2. inform them about how routine data can be used for research and quality improvement
  3. listen to concerns about research in general and data sharing in particular
  4. identify strategies to address concerns
  5. promote opportunities for engagement in research in LDN and the BRC processes
  6. develop novel methods of utilising LDN data for local health improvement.


Happy with your GP services? Report from Trustee Seminar on primary care services – Aug 2015
Introduction

Healthwatch Lambeth Trustees held a seminar on transforming primary care services (dental, GPs and community pharmacists) on June 10, 2015. The seminar took place from 6pm-8pm at the Norwood Health and Leisure Centre. Around 50 people including Lambeth residents, Healthwatch Lambeth Trustees, Patient Participation Groups, GPs, pharmacists, NHS Lambeth Clinical Commissioning Group and Lambeth Councillors attended the seminar. It was opened by Knights Hill Ward Councillor Jane Pickard and closed by Lambeth Council Cabinet Member for Health and Wellbeing, Councillor Jim Dickson. The seminar also gave those attending an opportunity to meet Healthwatch Lambeth Trustees, who were there to listen to Lambeth residents views.


Feedback from Healthwatch Lambeth and King's College Hospital public meeting on service change – Jan 2015
Introduction

Healthwatch Meeting re Service Change – 14th November 2014


GP survey report – Oct 2014
Introduction

NHS England London’s publication: “A Call to Action – Transforming primary care in London”, states that: Health and care services provided by GPs and practice nurses are the cornerstone of the NHS – 90% of patient contact with the NHS takes place in general practice. GPs don’t just provide care themselves, they also help their patients to navigate the system and access the care they need in other settings. GPs represent a single coordinator of care for people from birth through to the end of their life. In presenting the case for change, the document states that:

  1. London faces a significant financial challenge.
  2. Patients in London find access to GPs more challenging than in the rest of England.
  3. Across the country, there are significant unexplained variations between practices for key aspects of diagnosis and treatment. London practices face greater challenges than most in delivering high measures of quality and experience.
  4. Stark health inequalities exist across London. Many London boroughs fall below the English average on key preventative measures.
  5. Most practices in London remain relatively small, and could benefit from shared economies of scale.


Focus group report with women who have experienced violence and/or the criminal justice system – Sep 2014
Introduction

Healthwatch Lambeth is the independent health and social care champion for local people. We work to ensure your voice counts when it comes to shaping and improving services. We address inequalities in health and care, to help ensure everyone gets the services they need. We are a charity and membership body for Lambeth residents and voluntary organisations. The Beth Centre is a partnership between Women in Prison (WIP), and Eaves Housing for Women (Eaves). It provides Lambeth women who are either at risk of, or affected by, the criminal justice system, with a holistic set of support services from a safe, women-only centre in the borough. Eaves provides frontline support, advocacy and campaigning in the areas of trafficking, prostitution exiting, and sexual violence. Eaves also offers housing and employment services.


The Big Lambeth Health Debate: feedback and next steps from public meeting – Sep 2014
Introduction

Healthwatch Lambeth champions patients, social care users and their families and carers so that they can influence all aspects of health and social care provision. Patient stories bring unique insights to service planning, helping commissioners and providers ensure that services meet both the needs of individuals and contribute to the broader objectives for local clinical commissioning identified through the Lambeth Big Health Debate in 2013: to provide people centred, prevention focused, integrated, consistent, innovative care that is also value for money. This year, Healthwatch Lambeth Trustees have launched a programme of quarterly public meetings addressing issues of strategic concern. These meetings provide opportunities for residents to work with Healthwatch, elected councillors, local commissioners and providers including the voluntary sector and other partners to find solutions to common problems. Collaborating with Lambeth CCG, the Patient Participation Group Network and patients to deliver this workshop on ‘Transforming Primary Care’ has been an exciting way to launch the programme. Our publicity asked ‘How can we transform GP services to improve health and quality and reduce inequalities and meet the challenge of an aging population, a rise in long term conditions and tighter budgets?’ This report documents the range and scale of ideas that we generated. Healthwatch will continue to gather local people’s experiences of primary care. We will also ensure that people who find it harder to engage with public consultations, especially people with caring responsibilities, learning disabilities, sensory impairment and other disabilities have opportunities to influence the new primary care structures as they emerge. We look forward to co-producing a shared vision for primary care for the future with all our partners.


Lambeth Patient Participation Group Directory – July 2014
Introduction

Healthwatch Lambeth has been asked by the Lambeth Patient Participation Group Network (LPPGN) to carry out a mapping exercise on the status of practice based Patient Participation Groups (PPGs) in Lambeth. This mapping exercise is financially supported by Lambeth Clinical Commissioning Group. Survey On 4 July 2014, a questionnaire was set up using survey monkey and was sent out to all 48 General Practices in Lambeth via email. Deadline for completion was 18 July 2014 but this was extended to allow more practices to take part. By the final closing date of 11th August 38 practices had fully completed the questionnaire. Another 4 practices have completed the first page of the survey but have yet to complete the rest of the questions on PPGs. The information contained in this directory is based on the information provided by the 38 practices in their response to the questionnaire. All practices have had the opportunity to suggest any amendments to ensure the Directory is as up to date and accurate as possible. The information contained in the directory is purely descriptive. It shows how different PPGs are structured and organised; the ways they communicate with patients; some of the activities and events they are engaged in; their links with other groups; the issues they have raised with the practice and those where changes have resulted.


Lambeth Patient Participation Group Mapping Survey Report – July 2014
Introduction

Healthwatch Lambeth has been asked by the PPG Network to carry out a mapping exercise on the status of PPGs in Lambeth. On 4 July 2014, a questionnaire was set up using survey monkey and was sent out to all 48 practices in Lambeth via email. Deadline for completion was 18 July 2014. Up to 11 August 2014, 38 practices had fully completed the questionnaire. Another four practices have completed the first page of the survey but have yet to complete the rest of the questions on PPG, these 4 practices have not been included in this report.


Healthwatch Lambeth and Thomas Pocklington Report on services for people with visual impairment – June 2014
Introduction

This report has been compiled to record the views of people with sight loss living in the Borough of Lambeth on services that provide treatment, support and enable independence. The data used to inform the report includes a paper based service user consultation questionnaire and two consultation events held on the same day.


Hidden Voices mid term report - October 2013
Introduction

The purpose of this report is to reflect on the progress made by Hidden Voices, the service user experience project, during its first year. With 2 years of funding from Guys & St Thomas Charitable Trust, Lambeth Council on behalf of the Lambeth Safeguarding Adults Partnership Board commissioned firstly LINK, then Healthwatch Lambeth to set up Hidden Voices and gather information about what the experience of safeguarding is like from the perspective of the service user, and work with service users so that the safeguarding process is a positive one for them.


Young people: Listening to how they keep healthy
Introduction

The report explores what young people know and practice in relation to keeping themselves healthy and happy. We were specifically wanting to learn about what young people know about how to keep mentally and physically healthy, support available to them, barriers and enablers to practicing 'healthy' behaviours and suggestions from them on how their concerns or issues could be addressed within the school environment or otherwise. The results will inform the direction of our future young people's workstream.


King's College Hospital NHS Foundation Trust Paediatric Wards Visit Report - February 2017
Introduction

Year 12 and 13 students from La Retraite Roman Catholic Girls' School Enter and View visit to King's College Hospital Children's Outpatient Department, Paediatric Short Stay Unit, Toni and Guy Ward. We chose to visit the above sites as part of our work stream assessing services for children and young people. We were interested in understanding how ‘youth-friendly’ the services at King’s College Hospital were from the perspective of young people and their families.


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