Healthwatch Liverpool - Liverpool City Council

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Project description

Information about local health and social care services is one of the three elements of the service provided by the new Healthwatch Liverpool (alongside scrutiny and independent advocacy to support people through the NHS complaints procedure).

The new service builds upon the Liverpool Advocacy Rights Hub, which provided a single point of contact to help people find and access the advocacy, advice, information, services and activities most appropriate to their individual needs and situation. The service works with organisations throughout the city to help people find what they are looking for.

Who is the service for?

The services provided by Healthwatch Liverpool are for everyone who uses health and social care services in Liverpool, and their families and carers.

Intended outcomes

The aim of the Healthwatch information function is to decrease levels of social isolation, increase people's access to services, empower people to find the support they need to live their lives as they wish and increase their communication with different organisations.

Why is the service being developed?

The Advocacy Rights Hub was developed as a result of a wide-ranging review and new strategy for advocacy across Liverpool in 2008/09. Healthwatch Liverpool was created following the 2012 Health and Social Care Act.

Were the people who use services and carers and other key stakeholders involved in setting up this service?

People who use services and carers were extensively consulted and involved in the development of both the Advocacy Rights Hub and the new Healthwatch service.

Has the service met the intended outcomes?

The service has met the intended outcomes and feedback from people who use it has been excellent. The information service has been accessed by 950 people in the first three months that Healthwatch has existed. Outcomes for people who used the Advocacy Rights Hub were monitored on a quarterly basis and this will continue as Healthwatch - these were self-reported with no systematic validation.

Do you have information on costs or savings?

A full cost-benefit analysis is being worked on.

What were the learning points in setting up this service?

  • Recognise the importance of effective communication with all stakeholders
  • Spend time educating health professionals on the benefits.

Contact details

Ann Williams
Senior Improvement Officer, Liverpool City Council
Telephone: 0151 233 8146