Annual Report 2022/23

Healthwatch Worcestershire report on its key achievements for 2022/23.  It:

• Influenced improvements to hospital discharge processes by working with Worcestershire Acute Hospitals NHS Trust on its updated inpatient discharge policy. Following Healthwatch feedback, the policy was strengthened to include mental health, homelessness, carer involvement in discharge planning and clearer discharge timing arrangements.
• Secured ongoing impact from its earlier work on LGBTQ+ experiences of health and social care. Recommendations led to the reintroduction of the NHS Rainbow Badge scheme, increased LGBT+ awareness training, improved visibility within services, better information provision and improved data collection. The report was also used in GP training and nurse education at the University of Worcester.
• Improved public awareness of Minor Injuries Units through a study involving more than 600 people. Findings led the NHS to target promotional activity at younger men, introduce FAQs and improve consistency of online information.
• Influenced improvements to adult social care information by carrying out a mystery shopping review of Worcestershire County Council's website. Recommendations prompted a review of content and accessibility improvements, including better support for screen-reader users.
• Helped improve information available to people choosing a care home by working with the council to update the Worcestershire Care Services Directory to include guidance on care quality, complaints, CQC registration and admission restrictions.
• Ensured local people's experiences informed future urgent and same-day care planning by bringing together feedback on GP appointments, NHS 111, A&E and Minor Injuries Units and sharing it with NHS planners.
• Influenced national policy discussions by submitting evidence to inquiries on NHS dentistry, reform of the Mental Health Act and digital exclusion, using Worcestershire residents' experiences to inform national decision-making.