Outcome Framework for Healthwatch Kent
Section One: Empowering Local people
Outcome 1
Public views and engagement have led to improvements in services.
Measures
1. Commissioning processes show influence of local Healthwatch input.
2. Feedback from providers
3. Feedback from consumers
4. Feedback/stakeholder surveys (annual).
5. Flexible approach to receiving evidence (preface).
Milestones
1. Healthwatch involved in planning/drafting stage of commissioning cycle
2. Published list External Representatives that attend meetings/ events - i.e. the 'interface'
between Healthwatch and the providers/ commissioners
3. Development of care pathways or changes in timing of services (extended hours) that are
attributable/ matchable to Healthwatch presentation of quantified patient/ public expressions of
concern, demands or interest
4. Active support/ joint responsibility of provider patient led/ centred planning & engagement (i.e
Mapping the Future)
Outcome 2
Ensure the public are easily able to contact Local Healthwatch
The people of Kent know of Local Healthwatch and the role they play in improving health and social
care.
Measures
1. Survey (details to be discussed between Kent Count Council and Healthwatch Kent).
2. Press, facebook & twitter
3. Fact sheets and Comment cards held at Gateways, community resource centres, health and
social care delivery points
4. Healthwatch ‘launch web page’ on other organisations’ web sites
Milestones
1. Engagement strategy
2. Planned media bursts
3. Engagement plan targeting public events
4. Establishing communication working group
5. Series of regular columns in county wide media, from newsletters to Parish mags and local
press
Outcome 3
Effectively represents all residents of Kent.
Measures
1. Use of appropriate and diverse engagement tools, which specifically empower those who have
language, physical or mental limitation.
2. Diverse, cross generational and active membership.
3. Evidence that HWK are targeting seldom heard groups.
4. Evidence influencing other organisations engagement and consultation activities
Milestones
1. Quarterly review of profile of membership – age; gender; geographic area; ethnicity; topic of
concern or interest.
2. Benchmark profile progress of relative and absolute increase against
a. HWK interactions (where HWK has External Representatives, engagement events);
b. Comparable HWs or HWE expectation.
3. Establish role as ‘critical friend’ for other consultation processes
4. Quarterly review of topics that are raised via the 7 area Teams
5. A virtual Comments Box on our web site
Outcome 4
Volunteers have clear and varied roles in local Healthwatch and are supported and valued by the
organisation.
Measures
1. Survey of volunteers (measuring roles, value and respect) and how often they are actively
involved and doing what.
2. Volunteer list (retention etc). Exit polls to establish why volunteers leaving.
3. Annual report.
4. Set particular target groups (i.e. Youth, Mental Health)
Milestones
1. Volunteering Strategy (includes framework, training, support) is developed, agreed and
implemented.
2. Competency framework for all volunteer roles
3. Recruitment and training cohorts
4. Volunteers working group established
5. Volunteers attending areas meetings and local support structures
6. Volunteer mentor pool
Section Two: Vision, Values and Identity
Outcome 5
Public trust, trustworthiness, HWK acts, presents and engages in the expected/ publicised manner
Measures
1. 3 regular means of measure from volunteers: joining & exit poll and annual survey
2. Media & membership campaigns
3. Compliments and social media comments
Milestones
1. Increased membership
2. Positive volunteer comments
Outcome 6
Healthwatch Kent is regarded as a credible, reliable and powerful partner by health and social care
commissioners, providers and scrutiny.
Measures
1. Memorandum of understanding / working agreements
2. Evidence of joint working/collaboration i.e. (with permission) minuted meetings
3. 360 Feedback/survey re effective community voice on H&SC bodies
Milestones
1. Healthwatch recommendations being actioned or taken up for further investigation by third
parties
Section Three: Governance
Outcome 7
Healthwatch Kent is a self-reflective, learning organisation that assesses its strengths and areas for
development in a rational and open way.
Measures
1. Complaints and comments.
2. Annual 360 degree survey (or similar).
3. Effective governance - Board takes responsibility for reflective learning.
4. Healthwatch Kent is learning from the LINk legacy and adjusting it’s operating procedures
appropriately.
5. Board, and Board & Staff development and capacity building days
6. Evidence of principle of co-design and co-creation
Milestones
1. Complaints and compliments register
2. Annual training programme
3. Staff and volunteer retention
Outcome 8
Local Healthwatch will act in an open and transparent manner.
Measures
1. Information is available to the public in a variety of formats. Signposting, website & twitter
2. Lay members / leadership in governing bodies
3. Public meetings that actively invite questions (during or prior to the meeting) and an agenda
that focuses on rotating key or topical matters; (and co-hosts or invites speaker from VCO or
patient interest group)
4. Robust annual accounts
Milestones
1. Creation and population of the Governance structure bodies
2. Schedule of public meetings
3. System for questions asked or tabled in advance of public meetings; follow up issues
Outcome 9
Healthwatch Kent takes responsibility for a) implementing the relevant recommendations of the
Francis Report in its own internal working and b) monitoring providers and commissioners
implementation of relevant their recommendations
Measures
1. HWK shows compliance in its working, vision and goals; website summary of Francis and its
implications for HWK, providers and commissioners.
2. Providers and Commissioners provide evidence to HWK of their delivery of Francis
recommendations
Milestones
1. Francis etc referenced in all relevant projects;
2. Recommendations from Francis etc are built into all staff / volunteer training
Outcome 10
Projects are effectively managed so that time and money are well spent.
Measures
1. Open and transparent procurement policy and procedure (includes grant pot).
2. Appropriate use of project management and lay involvement.
Milestones
1. Regular tracking of project with volunteer and/ or relevant organisation to comment on content
and progress.
2. Justifications for projects relate back to the evidence and decisions agreed within the
Governance structure.
Section Four: Relationships and Representation
Outcome 11
Effective collaboration with voluntary and community organisations across Kent.
Measures
1. Voluntary organisations feel they are embedded in the work of HWK. Measured by survey.
HWK articles carried in their communications. Number of joint meetings/ events.
2. Joint Strategic Needs Assessment and Joint Health and Wellbeing Strategy developed in
collaboration with and strongly influenced by community views and priorities. MoUs underpin
HWK input.
3. HWK are proactive in engaging other networks and in seeking to draw upon existing
knowledge and experience
Milestones
1. Network meetings
2. Communications networks and regular columns
3. MoUs
Outcome 12
Healthwatch Kent works well with other Local Healthwatch organisations and takes advantage of the
help and support offered by Healthwatch England.
Measures
1. Annual report
2. Evidence of joint working/ projects with other Local Healthwatch organisations.
3. HWK to evidence that it has taken advantage of the help and support offered by Healthwatch
England i.e. protocols or frameworks
Milestones
1. Meeting schedule for SE Healthwatchs
Outcome 13
Healthwatch Kent has helped shape the Joint Strategic Needs Assessment, The Pharmaceutical
Needs Assessment and the Joint Health and Wellbeing Strategy to reflect the needs and
expectations of the people of Kent.
Measures
1. Joint Strategic Needs Assessment and Joint Health and Wellbeing Strategy developed in
collaboration with and strongly influenced by community views and priorities.
2. Feedback from the Health and Wellbeing Board confirms that feedback from Healthwatch Kent
was incorporated.
Milestones
1. Involvement in planning part of commissioning cycle
Outcome 14
Significant issues of concern, especially around safeguarding issues, are reported to the relevant
commissioners and providers in an appropriate manner.
Measures
1. Procedures and protocols agreed with statutory agencies responsible for safeguarding and
implemented.
2. Log of HWK inputs resulting in safeguarding benefits
Milestones
1. DBS checks
2. Training
3. MoU / working agreement
4. Safeguarding training
5. Safeguarding is standing item on Healthwatch agendas
6. Links with 7 CCG Quality Committees
Section Five: information Gathering and Giving
Outcome 15
Healthwatch Kent provides information to help people make an informed choice about the health and
social care services that are right for them.
Measures
1. Information & Signposting service staff are knowledgeable about the health and social care
services available in the area and how the public can access them.
2. Calls to the Information & Signposting service are answered within acceptable timescales.
Action: Healthwatch Kent and Kent County Council to define ‘acceptable timescales’.
3. Information is available in a variety of different formats and languages.
4. Independent evaluation (mystery shopping?).Seek advice & existing protocols from CQC and
HWE
5. HWK are proactive in bringing to the attention of commissioners and providers where the
public are confused about how to access services.
Milestones
1. Develop database of wide range of services other than Health & Social Care
Outcome 16
Balanced, cost-effective work programme.
Measures
1. Value demonstrated in costs of projects and value added e.g. changes made as a result. Help
and advice from sister Healthwatch or Public Health England
2. Healthwatch Kent works collaboratively to avoid duplication and gaps.
3. Evidence that an effective priority setting process is followed.
Milestones
1. Governance structure populated and operating
2. Annual Project plan
3. Priority setting tool
4. Data readers and data capture processes operating
Outcome 17
Healthwatch Kent gathers and collates information from a range of sources.
Measures
1. Range of techniques used and intelligence sources mapped
2. Range of lay experts supporting and advising intelligence gathering process.
3. Robust analysis of information from a variety of different sources which is then used to
influence activity.
Milestones
1. Establishing the Information & Intelligence Group
2. Co-creation of training and tools for volunteer readers
3. Identified list of intelligence sources