Continuing Care Visit Report, Newham

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Summary of report content

Healthwatch Newham (HWN) visited this service as part of joint Quality Assurance Visits with Newham Clinical Commissioning Group (CCG). The NHS continuing healthcare (NHS CHC) is a package of care arranged and funded solely by the health service in England for a person aged 18 or over to meet physical or mental health needs that have arisen because of disability, accident or illness. On the day of the visit service users were not on the premises as staff members conduct any Continuing Care requirements in a person’s home. HWN engaged with 8 users over the phone, who were contacted with prior permission.

Focus:

• Involvement in Care Discussions

• Staff relationship

• Treatment plan

• Communication and information

• Call for assistance

• Referral

• Overall experience of service

Recommendations

• Users felt that the management team was excellent at all times yet that did not always apply to staff.

• Users felt that the issues are due to irregular agency staff, for example with treatment plans and the overall process not being clearly explained. They would appreciate it if staff (permanent or agency) were more regular to help build rapport and make users feel more comfortable.

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General details

Local Healthwatch
Healthwatch Newham
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Patient experience
Service Evaluation
Key themes
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Follow-on treatment and continuity of care
Public consultation and engagement
Written information, guidance and publicity
Medication, prescriptions and dispensing
Caring, kindness, respect and dignity
Staffing - levels and training
Referrals
Service organisation, delivery, change and closure

Methodology and approach

Was the work undertaken in partnership with another organisation?
Yes
Name(s) of the partner organisation(s)
Newham CCG

Details of health and care services included in the report

Details of health and care services included in the report
Services for people with a learning disability
Mental health crisis service
Assisted living/Extra Care housing services/Supported housing
Services for people with drug, alcohol and other addictions
Other
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Name of service provider
Continuing Healthcare Team

Details of people who shared their views

Number of people who shared their views
8
Age group
All
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Types of disabilities
Mental health condition
Long term condition
Types of long term conditions
Other
Learning disability
Does this report feature carers?
No
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