Patrick Vernon OBE – Committee Member Healthwatch England Patrick Vernon OBE – Committee Member 2013

8 Principles of consumer rights The right to be heard The right to redress The right to satisfaction of basic needs The right to safety The right to be informed The right to choose The right to consumer education The right to a healthy environment

What Healthwatch England does Give national voice to the issues that most affect people who use health and care services, their families and carers Actively seek views from all sections of the community – not just those who shout the loudest, but especially those who sometimes struggle to be heard Work closely with those who represent different groups of service users and others eg regulators, professional groups Lead and support local Healthwatch so they have the tools they need to fulfil their task and work with us including supporting local partnerships Develop an intelligent view of the issues and trends, based on all the above and evidence from: People who use services Local Healthwatch Charities and those who support vulnerable people (potential Alliance)  Raise the most important issues at the highest levels  

Healthwatch - set up Roughly £3m budget, 30 staff Healthwatch England fully staffed by summer 2013 London and Leeds offices, with 4 local Healthwatch staff based across the country 152 local Healthwatch with dedicated budget - small staff plus volunteers; diverse set up and governance structures

Healthwatch England - Making a difference  In 2013/14 our priorities are to:    Ensure consumers and users of health and social care can exercise their right to be heard Ensure consumers and users of health and social care can exercise their right to redress Support you at this key stage of development Establish Healthwatch as an effective organisation that makes a difference for consumers and users in a changing health and social care landscape

Key local Healthwatch deliverables Support for local Healthwatch organisations: Set up support Regional networks Communities of interest Specialist training e.g. Enter and View Guidance to local landscape and how to influence E-learning Standards of delivery .

Key deliverables Redress: Consumer experience of concerns and complaints process “Deep dive” on a highly vulnerable group – those who need someone to advocate on their behalf Gathering local Healthwatch data on good and poor practice Campaign on key improvements to the complaints process, including Francis recommendations

Key deliverables Representation: State of the Nation Report, focused on eight consumer rights – October 2013 Report on how consumers are currently given a voice in the health and social care system, good practice and areas for improvement Deep dive on vulnerable groups – children, mental health service users And, flexible response to issues arising from local Healthwatch or directly from consumers

Working with local Healthwatch We are always keen to hear from you… Local Healthwatch can engage in many ways: Feed back to us at local network meetings and running workshops and events we attend Via the Hub and our newsletters Respond to our calls for information or good practice Escalate issues to us though the escalation policy We will also be feeding information out to you for example on our findings around complaints, which you can respond to Your local contact is Susan.Robinson@healthwatch.co.uk

Healthwatch England www.healthwatch.co.uk