Board Meeting April 2021 Community Engagement
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Board Meeting April 2021 Community Engagement
Core Community Engagement Strategy
2021-22
Calls for Evidence Staff Led
✓ Use Comms officer to fill evidence Enter & View
gaps and promote events (utilise social Community Listening Tour Ensuring we reach people
media) that can’t reach us
Led by Community Engagement Lead and Community e.g inpatient MH, care
Engagement & Admin Officer, supported by local area home
volunteer teams ✓ 1 per ICP / Area p.a
Volunteer Led Engagement
✓ Outside of the staff led engagement
• GP
Volunteers to raise awareness
• Hospital
amongst those that are seldom heard
• Community
/ disadvantaged in their local areas
• Public
of Surrey
• VCFS
Local Groups;
• G&W, SH, NWS,ES, SD
• Focused Community Cash
• Social Care Fund 2021
(NEHF is carried out with SH & G&W)
✓ Building
✓ Above model is carried out per ICP, per month relationships
inc. deprived wards. Each area is visited bi- ✓ Raising awareness
annually with exception of NWS & GW who will be ✓ Building our contact
Outreach & Projects visited tri-annually
database
✓ Organise and raise awareness
amongst seldom heard groups
(Project & Engagement Officer)
✓ Projects - These are focused around
our Thematic priorities Independent
Citizen
(Research Officer) Helpdesk Health
Advice
Partnership Partnership Complaints
Advocacy
✓ We will gather 3,000 UEX from all of our Evidence sources p.a
Engagement during pandemic
April – June 2020
Where / What When Summary Outcomes
Foodbanks May 2020 Flyer insert into food Awareness raising; Call
parcels at 5 major for experiences
foodbanks
Action for Carers via June 2020 We heard how Signposted user to
Zoom pandemic was directly Virtual Safe Haven
Engagement affecting carers with after getting
day centre closures permission for user to
and face to face not accompany daughter
possible
June 2020 Cancer / MH / Awareness raising; Call
Bespoke Flyer activity Maternity shared for experiences
through VCFS & Faith
networksEngagement during pandemic
July – September 2020
Where / What When Summary Outcomes
Bespoke flyers July 2020 BAME / Young People / Carers Awareness raising; Call for
distributed through VCFS experiences – led to
network engagement with MelaNoMore
& Blossom
MelanNoMore via Zoom August 2020 Impact due to remote consults, Got really good experiences
Engagement isolation, impact of cancellations from G&W area, raised
awareness of HWSy
August 2020 Pandemic impact on young Got really good experiences
people’s mental health; remote from NWS area, raised
Blossom (Pride in Surrey)
consults affect care needed awareness of HWSy
via Discord
Engagement
Liaise (Women’s centre) August 2020 Discussion of how lockdown Insight into how pandemic is
via Zoom comms have been confusing, not effecting BAME community;
Engagement in right language; women gathering of experiences from
googling symptons to avoid NWS
accessing care; postponed
treatment; Bangladeshi
community hit hard;
International students effectively
homeless
Redhill Place of worship August 2020 Some community members Good intel from ES; awareness
Engagement could not obtain face to face raising
appointments resorting to A&E
instead; Issues around getting
dentistry care and eye careEngagement during pandemic
July – September 2020 Continued
Where / When Summary Outcomes
What
Family Voice via August 2020 We heard about issues with EHCP Shared this with Children’s
Zoom assessment and provision; Services
Engagement exhausting and difficult pathway to
navigate for parents of SEND
children
Age Concern – August 2020 We understood that there was poor One service user experience
rare cancer understanding of Frontotemperal shared with SABP
support group Dementia, leading to a mis-
(SD) diagnosis; lack of support by SS
Engagement
Surrey Heath September 2020 TILS Mental Health pathway for Awareness raising; Call for
Veteran Families Veterans highlighted; heard how ex experiences; shared intel with
via Zoom military or serving personnel were FPH & Frimley Trust
Engagement often assigned military doctors
within Frimley Trust but this gave
users more anxiety
Mary Frances September 2020 We heard that appoints online Got good experiences, signposted
Trust via Zoom reduced anxiety / stress re: travel to bereavement services for two
Engagement but that face to face was essential in people recently lost their mothers
treating mental health
September 2020 The group spoke about a new Awareness raising; Call for
remote app being introduced by experiences
Camberley
SABP (TIHM), vaccination mis-
Alzheimer Café
comms and patient discussed
Engagement
change of meds without face to face
consultEngagement during pandemic
October – December 2020
Where / When Summary Outcomes
What
SEND Parents November 2020 We heard about issues with EHCP Shared this with Children’s
interviews (via assessment and provision; Services
Twitter & phone exhausting and difficult pathway
call) to navigate for parents of SEND
Engagement children
Targeted approach August 2020 Identified over 50 new virtual Led to some conversations with
for engagement to groups we could try and join / host Eating disorder group, LD
VCFS ‘Include’ where we got some
local intel to share; engagement
with Diabetes group in 2021
Crest Cancer November 2020 Ongoing conversations about NWS Managed to connect Crest with
Support patients having issues attending ASPH Charlotte Brougton to
Engagement appointments alone, receiving bad help ASPH understand local
news without a chaperone; care community better
delayed resulting in advanced
CancersJanuary –March 2021
Where / When Summary Outcomes
What
Guildford & January 2021 We heard about the Diabetic & eye Good experiences from G&W area
Waverely clinics & Podiatry services in G&W.
Diabetes Issue with unsafe discharge into
Support Group home (no assessment) and delay in
via Zoom being officially discharged resulting in
Engagement patient unable to drive or play golf.
Some good intel re: several GPs going
extra mile and seeing patients face to
face
Mary Frances January 2021 This group discussed feeling pre- Good experiences gathered and
Trust via Zoom judged at GP due to their mental awareness of HWSy raised again;
Engagement health – one patient resulted in mis- escalation to SCC / ASC for user
diagnosis of heart condition; with sister in specialist care home;
medication issue – not joined up care signposted to Advocacy in Surrey
between consultant prescribed meds for complaint
and GP; care home comms good for
and issue with another user and her
sister’s specialist care home
Action for February 2021 We heard about lack of patient We directed people to Gov.Uk
Carers via centred care for people with LD. vaccination booking site (one carer
Zoom Vaccine frustration – location of jab, booked her vaccine whilst we
Engagement communications confusing, carers chatted) and Surrey Heartlands
wanting vaccine at same time as Vaccination website FAQs,
person they are caring for but some informed one that was house
not offered bound that they could request
vaccine at home (they were
unaware they could)Engagement during pandemic
January –March 2021
Where / When Summary Outcomes
What
Home Start February 2021 We conducted several interviews We heard about positive birth
Elmbridge & NCT with group members from Home experiences from ASPH & mis-
Dorking Start & NCT Dorking diagnosis of Tongue tie from
Engagement SASH ESH
interviews
Surrey Heath March 2021 We attended this group again. Establishing a good relationship
Veterans & Families Heard that vaccination booking for future meets – good intel
Listening Project service was confusing, dislike of from a group we seldom hear
via Zoom sharing medical info with non from
Engagement medical staff, mis comms in
general; issue getting even a
remote consult with Station Rd GP
Wi Cuddington via March 2021 This lovely group were unaware of Awareness raising; Call for
Zoom HWSy. Group discussed DNAR and experiences ; signposting to
Engagement vaccination experiences HelpdeskEngagement Post-Lockdown April onwards ➢ Community Cash Fund 2021 has launched – end date 14th May – vol groups are nominating worthy recipients ➢ Foodbank Care Pack trial Woking Foodbank April / May ➢ Engagement HQ (one stop Engagement hub) is live – We are testing functionalities for HWE and reporting back on how we can use this hub to engage with public ➢ https://healthwatchsurrey.uk.engagementhq.com ➢ Face to Face engagement - awaiting direction from HWE & PH June 2021 but potential soft test in high public footfall area such as a high street in July Q2 ➢ Return to Core Community Engagement strategy hopefully Q3 September – Dec beginning with G&W, NWS, SH & SD
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