Dudley LINks Successes
Discharge from Russells Hall Hospital – Prescription delays
What you told us
That you were unhappy with how long you have to wait for your prescription following discharge from Russells Hall Hospital.
What we have done
We have asked Russells Hall Hospital to look at how these waiting times can be improved. The hospital has agreed to try to keep all waiting times to a minimum and to develop a plan accordingly.
Outcome 
LINk will continue to monitor this and work with Russells Hall Hospital to make sure that waiting times are reduced. Please tell us how long you have to wait so we can make sure the hospital is aware.
Bus routes from Kidderminster to Russells Hall Hospital
What you told us
Kidderminster residents going to Russells Hall Hospital had no public transport link direct to the hospital
What we did
We told the Russells Hall Hospital about this and it was discussed by their Council of Governors
Outcome
Following our involvement, the 125 bus service from Bridgenorth has now been extended to call at Russells Hall Hospital
Dementia
What you told us
Friends and relatives of those suffering from dementia had concerns about the services available
What we did
LINk agreed, and decided to focus on issues relating to hygiene and nutrition for dementia patients in care. We developed a questionnaire to enable consistent discussions with residents, friends, family and staff. Care homes in the Borough with a high number of dementia patients were selected to “enter and view” .
Outcome
Questions have been asked and observations have been made. Currently 3 homes have been visited (as at 31st March); the final report will be sent to the Local Authority once all analysis has been completed.
Hearing Impairments – Raised Voices
What you told us
It was brought to the LINks attention that spare batteries for hearing aids were not being kept on some wards as Russells Hall Hospital; also staff had to raise voices to communicate with patients with hearing impairments.
What we did
Your LINK informed Russell Hall Hospital asking for spare batteries to be kept at ward level or, if not possible, in the hospital shop.
Outcome
The response to this was that a communication plan would be actioned to raise awareness to front line staff and that they were looking into the feasibility of keeping spare batteries at ward levels. Your LINk was also invited to sit on the Patient and Public Experience Steering group to monitor this in the future.
Accessing Mental Health Services
What you told us
The choices of accessing services regarding Mental Health were not the same as with other services.
What we did
We have taken this issue up with Dudley and Walsall Mental Health Trust together with other issues that have been received, and in doing so have begun a close working relationship.
Outcome
Like LINk, the Mental Health Trust is committed to improve access to mental health services in Dudley. We’re also working with other groups such as Rethink and Dudley Mind on this item. The outcomes will be reported during the year and in the 2011/12 Annual Report
Ambuline
What you told us
Some patients attending Russells Hall Hospital via Ambuline services have been left waiting considerable lengths of time before being booked in.
What we did
We sent a formal letter to Ambuline raising this issue.
Outcome
Ambuline said they would remind all staff that they must book in patients where appropriate and to ensure that the more independent patients are given the appropriate information to allow them to book in themselves. Also a review of induction process would be carried out to ensure that the current training & guidance around this requirement is adequate. LINk has adopted a Watching Brief to monitor this item. Ambuline agreed to continue efforts to meet the 60 minute target in all cases.
Carers Survey
What you told us
Many issues have come to Dudley LINk regarding concerns for carers.
What we did
In the LINks July board meeting it was agreed to undertake a survey of carers to identify if there were any barriers that carers may face. Your LINk did a Carers Video Shoot during carers week advertised on www.dudleylinktv.org which highlights some of their concerns. You can access the carers survey at http://www.surveymonkey.com/s/ZDRCZSB
Outcome
The results of the survey will be presented to Dudley Council giving them your views of services for carers
Brierley Hill Health and Social Care Centre
What you told us
That there were concerns over this new centre regarding access for disabled users
What we did
We told NHS Dudley about your concerns regarding access issues at the centre, NHS Dudley confirmed they are liaising with other groups in Dudley involved in disabled access to new premises in Dudley.
Outcome
NHS Dudley has agreed to work with the LINk to examine the issues raised and has suggested the possibility of a workshop in the near future involving those affected to identify and remedy the concerns expressed. Dudley LINk will continue to monitor progress.
Language Interpretation services in GP Surgeries
What you told us
Many residents are having difficult communicating with their GP’s due to language barriers.
What we did
Your LINk wrote to all GP surgeries in Dudley to ask if they provide and promote the language interpretation service provided by NHS Dudley, but they only received 6 replies out of over 50 GP practices. Subsequently in partnership with NHS Dudley a ‘mystery shopping exercise’ in the form of a survey was carried out with BME groups, the result of which have given an indication of the weakness and strengths of the service across the borough. NHS Dudley and LINk has held meetings between Applied Language Solutions (the PCT interpreter provider) and the community representatives to resolve some of the issues that have arisen and further discussions will take place with practice managers to ensure that the best possible service is provided to patients.
Outcome
Following our involvement we expect the service to show considerable improvements in the future. The LINk will continue to monitor this situation
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Personalisation Assessment and Personal Budgets
What you told us
Dudley LINk asked members of the community if they wanted to form a focus group to look at the reality of experiences of transforming Social Care and personalised budgets
What we did
A focus group was been set up to look at this topic in more detail and decide what actions the LINk may want to take on this topic.
Outcome
The focus group decided to survey the community before acting further by designing a questionnaire to gather evidence of any issues or concerns. Your LINk is keen to hear what you have to say about the process of personal budgets. The LINk board agreed to conduct a survey of both carers and those cared for to assess experiences of the new personalisation programme. You can access the survey at http://www.surveymonkey.com/s/ZDMYXDR
Quality Assurance Framework
Working with the PCT, Local Authority and care home providers your LINk has been activity involved in the development of a Metrics system for all care homes to use to assess quality.
LINk contributes to the Quality Accounts
Your LINk has contributed to the quality accounts of West Midlands Ambulance Service, The Dudley Group of Hospitals NHS Foundation Trust and Dudley and Walsall Mental Health Trust.
Post box at Russells Hall Hospital
