Agenda item

To receive an update on the work of Healthwatch Wokingham Borough.

The Committee considered an update on the work of Healthwatch Wokingham Borough.

During the discussion of this item the following points were made:

·       Members questioned whether Healthwatch had seen an improvement in health services in the last quarter or whether they felt that some were still facing issues.  Nick Durman stated that many were still having difficulties.  Access to dental care and increasingly access to GP services, were some of the main issues of concern to residents that Healthwatch had heard about via various means.  Healthwatch were aware that the GP surgeries were under severe pressure.  Many people who had had medical issues at the peak of the pandemic had put off contacting GPs.  Demand and call levels had increased.  Nick Durman went on to express concern regarding those who were extremely vulnerable or who were not proficient with technology.  He was concerned that if they found it difficult to contact their surgery they may give up, and potentially become sicker.  He questioned what short term measures would be put in place to relieve this.

·       Nick Durman referred to the most recent GP Patient Survey.  In terms of satisfaction several local GP surgeries were at the top and some were at the bottom for the Berkshire West practices.  He had contacted the CCG asking what they would do with the results and what had been learned from the best performing practices which could help those performing less well, to improve, but had not yet received a response.  The Executive Member added that he had written to James Kent, Head of the CCG asking for the improvement plans for the four GP surgeries in the bottom quartile.  The CCG were planning to commission additional GP practice appointments to increase capacity to March 2022, a pilot of hospital emergency departments booking patients into GP appointments who attended with problems would be carried out, in person booking of appointments enabled, more face to face appointments made available, a community pharmacy consultation service made available and an audit of GP practice phone messages carried out.  It was not clear how and when this would be undertaken and when residents would see a difference.

·       One of the practices had put in a dedicated carers phone line.  Nick Durman questioned why other practices could not do something similar.

·       The Committee referred to the pie charts within the What Matters Most report, which related to responders’ views on particular health services that they had used during the pandemic.  Members asked who the results were shared with and were informed that they were shared with the relevant service providers.  Key issues which had come out of the What Matters Most survey closely matched the five priorities of the Health and Wellbeing Strategy.

·       From next month Healthwatch would be running a GP access survey.  GP practice staff would also be invited to give their views on the issues that they faced and what solutions they could possibly see.  There was a possible communication piece as not all residents might understand the pressures that the practices faced.

·       Members expressed concern that 33% of responders had felt that the maternity services were poor and the other 67% had considered it adequate.  Nick Durman indicated that a recent CQC report had indicated that the quality of maternity services varied across the country.  Jim Stockley added that maternity services in some other Boroughs had suffered with staffing levels, which created additional pressure.  It was suggested that the Committee received an update on local maternity services at a future meeting.

·       Nick Durman suggested that the Committee request an update on the continence service provided by Berkshire Healthcare Foundation Trust.  Healthwatch were hearing of an 8-week waiting list for this service, from residents, Age UK Berkshire, the LINK Visiting Scheme and Dementia Coordinators.

·       Members expressed concern regarding residents’ views on mental health services, in particular children’s mental health services.  In response to a question regarding the age of responders, Nick Durman indicated that Healthwatch did ask the age of responders in the survey but not everyone had provided an answer.  Healthwatch were part of Wellbeing Board subgroups which were working to address specific priorities including mental health.  The Executive Member referred to a number of mental health initiatives, including the Mind service.  Lots of work was being undertaken regarding mental health in schools.

·       The Chairman proposed that the Children’s Services Overview and Scrutiny Committee be invited to the Committee meeting at which mental health was being discussed.

·       The Executive Member suggested that if the Committee wished to look at the progress of the Mind service, they do so in 12- or 18-months’ time to give the service time to bed in.

·       Members noted that 126 people had completed the Healthwatch survey and questioned whether people were more likely to respond to a consultation if they were unhappy with services.  Nick Durman indicated that Healthwatch received both negative and positive feedback from residents.

·       With regards to Wokingham Medical Centre, Members questioned whether feedback had improved following a change in management.  Nick Durman commented that feedback received was still largely negative.  The surgery had now been rated ‘Good’ by the CQC following its most recent inspection.

·       The Committee thanked Healthwatch for their valuable signposting work over the pandemic.

RESOLVED:  That

1)    the update from Healthwatch Wokingham Borough be noted.

2)    Nick Durman and Jim Stockley be thanked for their presentation.