2. Background March 2009:First Mid-Staffs Investigation report published November 2009:Initial Public and Patient Involvement project in Staffordshire commissioned by DH following Mid Staffs inquiry March 2010:Project Board established and partner funding agreed June 2010:Full Public Inquiry announced July 2010:“Liberating the NHS” sets out plans for Healthwatch, influenced by the thinking around ECS December 2011:Public consultation to confirm support for ECS concept (2,300 responses) March 2012:Launch of ECS June 2012:ECS takes over hosting of LINk, ECS Board recruited November 2012:ECS awarded local Healthwatch contract February 2013:Francis Inquiry report

3. What is ECS?

4. ECS Board Robin Morrison (Chair) Frances Beatty Lloyd Cooke Will Taylor Yvonne Buckland Healthwatch Advisory Group Recruited from and led by the public Strategic Advisory Group Representatives from key health and social care organisations in Staffordshire Framework Provider Group ECS framework providers for contracted out work ECS Governance

5. As Healthwatch Staffordshire, ECS will: As Healthwatch Plus, ECS’ subscription service offers: As a consultancy service, ECS can provide: * Use all current and potential sources to gain information and feedback on health and social care from all sections of the population Create a bank of informed and engaged Healthwatch champions who will link with local and interest group communities Capture the views of under-represented communities Provide a quality analysis of this public opinion to inform the Joint Strategic Needs Assessment, the Health and Well Being Strategy, and the planning carried out by commissioners and providers Use a wide range of communications to promote and support public engagement and our commitment to transparency *Undertake a programme of “Enter and View” visits to monitor the user experience and feedback to providers Using robust, evidenced research, make timely recommendations for investigation to Healthwatch England or the Care Quality Commission as appropriate Provide advice, signposting and information using our network of voluntary and community sector partners *Gauge public opinion on service change and reconfiguration and ensuring this is taken into account as plans are taken forward Publish an annual report rich in evidence demonstrating the impact of Healthwatch in Staffordshire Provide access to a professional independent NHS Complaints Advocacy Service * Promote active engagement of patients, users and carers in local services * An alerts system based on ECS’ analysis of its repository of patient/user experience across services including feedback, complaints, incidents, visit reports etc. Identifying trends, patterns and collective anomalies. A quarterly insight report, giving an overview of public opinion on the subscribing organisation’s services, customised to the subscriber’s needs One tailored commission per year, to be developed in discussion with the subscriber equivalent to five days’ consultancy (e.g. could be on appointment systems, how the personal budget system is working, work with a particular provider etc) *One focused community engagement campaign per year, utilising ECS volunteer resource, e.g. to gain in depth feedback on a service area to be agreed with subscriber * The ability to jointly commission work with other health and social care bodies using ECS resources and to track patient experience throughout their pathways of care, and to support the development of shared decision making with patients/users *A seat on our strategic advisory group, shaping the work of ECS, and using its role in understanding public opinion to inform your own strategies Regular bulletins and information, including on engaging with protected groups, policy and local developments, and public opinion Six monthly review meetings to review our services * Bespoke insight reports – e.g. triangulating patient and staff opinion, “deep dives” into specific services, tracking the patient journey across services *Training and development opportunities on community engagement, using customer insight to influence services, and on how to conduct Enter and View visits Consultation exercises including surveys, focus groups and public meetings *Holding a virtual commissioning panel meeting *Recruitment, training and support to patient/user reference groups *Developing easy to read information/consultation documents *Designing and delivering meaningful engagement and participation, using innovative tools and techniques Tailored “mystery shopper” exercises Investigations into serious and untoward incidents Research comparing incidents and complaints Tracking performance against user opinion Supporting the development of user-centred performance measures

6. Healthwatch Proposed Priorities – Long List GP appointments Impact of Personal Budgets A&E Domiciliary Care Support for carers Children & young people Outpatients Service integration – primary care, community services and hospital organisation

7. ECS in Action Burton A&E Survey East Staffordshire CCG commissioned ECS to conduct a survey of walk-in, self- referral patients at Burton A&E to identify why they are using A&E, whether they considered alternatives, and whether they experienced difficulty accessing primary care. Using our volunteer Authorised Representatives, we conducted 472 interviews with patients over one week, spending at least 12 hours per day in A&E. Findings are being used by the CCG and Hospital to plan improvements. Stafford Hospital Breast Care Multi Disciplinary Team In September, we initiated a consultation in response to press reports into Stafford Hospital’s Breast Care Services. Some 48 patients shared their views with us. A report was produced and presented to Stafford Hospital. It was positively received and used to inform the Hospital’s Action Plan. The Trust Chief Executive has asked for a repeat of the exercise in summer 2013 to test effectiveness of improvement plan.