Burgess Hill Listening Tour

Healthwatch West Sussex wanted to better understand the needs and experiences of local people by conducting a Listening Tour throughout October and November 2018 in Burgess Hill. This is when representatives spend time in a town or area to get close to local people using multiple research methods, such as focus groups, Sign post drop- ins, piggy-back meetings and engagement activities. The report details resident feedback on what areas are strong, what is wrong with services and what needs to change.

Residents reported what was good about the health and social care services including: praise for health professionals who have provided support throughout their care journeys; community health services have been commended for their support with mental health and accompanying people to their appointments.

Residents commented on what was wrong with the service in this area. This included that contact details were not always up to date on multiple platforms. There was concern that the increase in new build homes will cause strain on the health services. There have been less than positive storied regarding dental services which are detailed in another short report. Residents have found it difficult to get an appointment with their GP. There were reports of unsatisfactory or non existent under 18 mental wellbeing support. Maternity services were negatively reported as resident did not feel supported throughout their pregnancy and on post-natal wards.

The report also highlights what needs to change. This involves better access to GPs and that changes need to be run past patients through the Patient Participation Group. There needs to be greater consideration around how repeating a personal story to multiple health professionals could impact on their mental health, especially among young people. There is a need for greater commissioning and support for community services, which could include peer support, to make sure these are available early on and support people to sustain their recovery.

Recommendations were made including: Organisations to check their contact details on multiple platforms; ask the referred patients how they plan to get to an appointment and if there are any challenges that need to be taken into account, and include this information in the electronic referral, along with any communication support needs; and review how best to display information in reception areas.

Sussex Partnership NHS Foundation Trust responded to this report well and has highlighted the areas that reviews will be undertaken.