Board Meeting 27 June 2017 5:00 – 7:00 Tuesday 27 June 2017 Healthwatch Hub, Stepney Way Royal London Hospital Agenda Time 1 Welcome, introductions and apologies 5:00-5:05 2 Minutes of May 2017 and actions 5:05-5:15 Governance 3 Review our draft 2017/18 work programme (page 6) against our contract measures and targets (page . 5:15-6:00 4 Agree whether to continue LHM online intelligence gathering system 6:00-6:05 5 Set date and agenda for Communication and engagement subcommittee meeting 6:05-6:10 6 Agree date and structure for Locality event and AGM 6:10-6:20 Community Intelligence 7 Review initial Maternity services and London Hospital reports 6:20-6:45 Influence and Impact 8 Update on Strategic Advisory Group and Tower Hamlets Together User and Stakeholder Group. 6:45-6:55 9 AOB 6:55-7:00 For information 7 Update on GP Care
Actions Log Who Update RAG Board to agree points to raise prior the next CCG leaders meeting All Meeting was postponed this month Work on developing fund raising proposal. Di, Randal, Iain Randal/Di /Iain have met once. Randal has written to Canary Wharf Group. Follow up now we have the work programme and priorities. Write to Barts escalating non response to recommendations Di Met with Lucie Butler Director of Nursing and they had emailed it to the wrong person. We have now.
Outreach and engagement Use the THT joint directory on the Idea Store website as main source of signposting advice and information Train staff and volunteers on how to access key sources of information including the Idea Store Directory and NHS Choices. Provide a face to face and free phone signposting and information service Provide signposting alongside step by step guidance on how to use the directory to find services (can use tables) Provide a drop in service at the Hub to access the internet with volunteer and staff support Identify any gaps or problems and report back to the providers to improve the joint directory. Staff have key links to patient engagement leads in partner organisation’s to answer inquiries that cannot be signposted from the director. Encouraged other community organisations to use the directory for signposting. signposting to information on local complaints advocacy service(s) for health and social care including PoHwer, Mind, NHS England Improved use of the directory. Improvement in information Support the development of the Single Point of Access project People have easy access to information, advice and guidance which helps them to find what they nee A fit-for-purpose comprehensive local information and signposting system on health and social care services that gives people the information they need at first contact. Monitor and analyse inquiries concerns and complaints and signposting to complaints advocacy service More people to: feel in control of their health and informed to make positive changes improved health outcomes Measure Target Supporting Documents 22 Number and proportion of information requests successfully answered or signposted to another service TBC - Overall number and proportion Breakdown by Channel (quarterly) 23 Satisfaction feedback from requesting information TBC 24 Volume of information requests received TBC 25 Number and proportion of volunteers trained to answer common or simple queries, including “Making Contact Count” training TBC 26 Number and proportion of cases where residents signposted to other organisations have their initial need or request met (based on 20% of all signposting cases) TBC