Impact & Performance Reports for Quarter 4 (January - March 2025)
During this quarter
Impact: Making a difference
- Healthwatch in Sussex was awarded the National 2024 Healthwatch Impact Award for our work on the Sussex non-emergency patient transport service (NEPTS).
- We worked with Crawley Local Community Network (LCN) to devise a survey to better understand people’s experience of living in temporary accommodation - what is working well, what is difficult and what the barriers are.
- We have supported the Chichester University revalidation process for the Physiotherapy Programmes (BSc and MSc), by sharing lived experience insight and knowledge of the system to ensure that the programmes are based around person centre care.
Supporting local people to navigate health and care
- Received 2,774 Enquiries to Helpdesk/frontline team through all channels.
- Engaged with 23,180 local people and heard from you about what matters most, your experiences, priorities and what works well and health and social care services that are not meeting your needs.
- We attended 11 community events.
We are receiving the highest number of enquiries about:
- Treatment/Care
- Staffing/Staff attitudes.
- Waiting for appointments/treatment
Local people are particularly concerned about:
- GP’s
- A&E
- Appointments
Community Collaborations
Our manager regularly meets with NHS Sussex ICB, NHS Sussex Foundation Trust and NHS University Hospitals to review and discuss health care priorities.
Healthwatch West Sussex is represented in VCSE meetings and our Community Partnership Lead attends a number of meetings, events and workshops.
We hosted a ‘Pop-up’ event at Southwater Library.
Our Community Partnership Lead joined numerous webinars with the Local Community Networks (LCN).
Healthwatch West Sussex works closely with Healthwatch East Sussex and Brighton and Hove to share insight and come together to cover Health and Social Care meetings and events throughout Sussex.
Partnership work
The Crawley Local Community Network (LCN) wanted to better understand people’s experience of living in temporary accommodation - what is working well, what is difficult and what the real barriers are.
Our Community Partnership Lead attended the LCN and worked with Crawley Borough Council to explore this area, helping to create the survey, collect responses and collate the results into a final report.
Independent Health Complaints Advocacy Service (IHCAS)
Healthwatch West Sussex runs the West Sussex Independent Health Complaints Advocacy Service (IHCAS) supporting local people of all ages with self-help.
IHCAS shared the most prevalent theme for complaints is ‘Treatment and Care’. The main reason why people want to make complaints is due to the feeling they have been provided with a low standard of care and treatment. Some people want to make a complaint to highlight their concerns to ensure it does not happen again and to improve the experience for others going forward.
‘Enter and View’ Visits
Volunteers have supported the delivery of 5 hospital Enter & View visits:
- Southlands Hospital - Shoreham
- Worthing Hospital - Worthing
- Queen Victoria Hospital – East Grinstead
- St Richards Hospital - Chichester
- Princess Royal Hospital – Haywards Heath
Healthcare Meetings
Our Volunteer Liaison Representatives have attended system meetings including:
- West Sussex County Council Pharmaceutical Needs Assessment Steering Group
- South East Coast Ambulance Service NHS Foundation Trust, Patient Experience Committee
- Sussex Partnership NHS Trust Patient Experience Group
- West Sussex Perinatal & Neonatal Group
- University Hospitals Sussex NHS Trust Patient Experience Group
- NHS Change – 10 Year Future Plan Workshops
Reports and Publications
- Spotlight Report: Home & Company
- Your experiences of cancer screening
- Experiences of accessing Neurodevelopmental Services
- Enter & View Programme visit to St Catherine’s Hospice
- Your experiences of NHS Dentistry
- Crawley LCN Temporary Accommodation Lived Experience Project
- Spotlight Report: Living Well Programme
- Spotlight report: Pregnancy in Mind
