Annual Report 2016/17

Healthwatch Waltham Forest report on its key achievements in 2016/17.  It:

• Gathered and analysed more than 40,000 pieces of public feedback and engaged with around 20,000 residents, creating a substantial evidence base used by commissioners, providers and community organisations to inform service improvement. 
• Improved services at Whipps Cross Hospital through Enter and View work and patient experience reporting, with findings helping shape ward improvements and quality improvement plans. 
• Conducted major work on GP services, including mystery shopping of GP websites and telephone systems, leading to recommendations on accessibility, information provision and access to appointments.
• Influenced improvements in care homes through work on dementia care, care home engagement and Enter and View visits, including recommendations to improve communication, support for carers and care for people living with dementia. 
• Worked with deaf communities and pharmacy providers to improve accessibility of pharmacy services and information, helping shape training and communication materials to meet Accessible Information Standard requirements. 
• Increased the involvement of children and young people in health and care discussions through youth-led work on mental health services, resulting in recommendations to improve information, referrals and participation in service design. 
• Played an active role in major local health system changes, including Sustainability and Transformation Plans, Whipps Cross Hospital improvement work and health scrutiny processes, ensuring local people’s views were represented in decision-making.
• Strengthened support for residents seeking information and help, providing advice and signposting on health and social care issues, supporting complaints, and helping people navigate local services.