Annual Report 2023/24

Healthwatch Lambeth report on its key achievements for 2023/24.  It:

• Influenced improvements to maternity services by gathering the experiences of 55 pregnant and newly birthed women from Black, Asian and minority ethnic communities, women living in deprived areas, and women with learning disabilities. Their feedback informed a South East London equality and equity action plan, including more personalised care, multilingual information and improved continuity of care. 
• Helped improve the hospital discharge process by gathering feedback from recently discharged patients and highlighting communication, coordination and accessibility issues. In response, hospital partners began co-designing new patient information resources, translated materials and discharge support tools.
• Reduced digital exclusion by working with Fiveways Primary Care Network and community partners to deliver digital skills training and NHS App workshops. Patients gained confidence using online health services, and GP practices introduced additional support sessions to help people access digital healthcare. 
• Supported greater involvement of patients in primary care by delivering community engagement training to Primary Care Networks, helping them develop new approaches to involving local people in service improvement and healthcare planning. 
• Amplified the voices of seldom-heard communities, including Latin American migrants and refugees, LGBTQI+ residents, people experiencing poor mental health, carers, and Traveller communities, ensuring their experiences shaped local health and care services.
• Improved access to healthcare and information by helping residents navigate primary care, social care, mental health services, NHS complaints processes and support services, while also raising awareness about ADHD medication shortages and available support. 
• Strengthened public influence across South East London by contributing evidence and insight to Integrated Care System decision-making, helping shape regional priorities, promote digital inclusion, and ensure patient experiences informed service planning at a wider system level.
• Engaged extensively with local residents, hearing from 1,750 people about health and social care services, publishing three major reports, and using community feedback to drive improvements in service quality, access and patient experience.