Annual Report 2022/23 - Listening to you helped us improve local health and care
"We have achieved so much this year and our work has contributed to a range of improvements that have positively impacted both patients and services.
Our role listening to patient experiences and representing the patient voice in Hertfordshire is in ever-increasing demand and there is still much more for us to do. As pressures continue to grow on healthcare, coupled with the Cost of Living crisis, providers have become even more aware that listening to, and acting upon, the experiences of patients and service users results in better outcomes for all."
- Geoff Brown, Healthwatch Hertfordshire Chief Executive
Our achievements:
By providing valuable insights into the state of local health and care services, we have helped make real improvements.
- Cost of Living crisis: Herts County Council’s Cost of Living Response Group has used our data from more than 7,000 Hertfordshire residents to target, inform and develop its services, so more people can be helped during these difficult times. Our research showed how the crisis was affecting people’s finances, lifestyle, access to healthcare, physical and mental health.
- Tackling big issues: Our research into GP access, community pharmacies and local support for carers is helping transform Primary Care services.
- The Integrated Care Board (ICB)* commissioned this work and is taking actions to improve GP access such as: 96 practices upgrading their telephone systems, new ranges of online and video consultation tools being added, online services being promoted to patients, a range of clinicians available so patients are seen by the most appropriate professional for their needs, and support to develop Practice Patient Groups.
- Addressing health inequalities: Thanks to our in-depth research, local NHS Trusts are making changes to improve service delivery, culture within organisations and outcomes for Black and Asian communities.
- Our work gained praise within Hertfordshire’s Black and Asian communities and has built sustainable, trusting relationships for future work.
- As an organisation, we have learnt lessons to improve how we communicate and become more inclusive, so that we better engage with seldom heard groups.
- Improving care and patient experience: Our crucial role providing information and advice to the public through our Signposting Service and gathering their feedback, enables us to hold the system to account by raising issues at our regular meetings with senior leaders in the NHS and social care.
We will continue to monitor the impact of all this work and maintain our ongoing commitment to improving Hertfordshire’s health and social care services.
Highlights from our year:
- Over 9,357 Hertfordshire residents shared their health and care story with us, to help shape and improve healthcare services for the future
- We provided 44,676 people with advice and information about health and care services
- We received 107 compliments telling us how we helped make things better.
- We held 66 meetings with senior NHS and Care leaders and attended a further 85 Boards and Committees to ensure your voice and what matters most to you was represented and heard.
* The Hertfordshire and West Essex Integrated Care Board (ICB) is the local NHS organisation that joins up health and care services, to improve health and wellbeing and reduce health inequalities.
