HEALTHWATCH HAMPSHIRE
STRATEGIC BUSINESS PLAN
2015 - 2016
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ABOUT US
The purpose of Healthwatch Hampshire is to give citizens and communities a stronger voice to influence and challenge health and
social care services in their locality. This will mean that commissioners and providers design services which meet the needs of
people who use health and social care services.
Healthwatch Hampshire is an independent legal entity, a Community Interest Company. This is a type of company that doesn’t
make money for its shareholders, but benefits the community (in our case, the people of Hampshire).
WHAT WE STAND FOR
Healthwatch Hampshire is:
 Transparent about what we are doing, and easy to talk to
 Inclusive – working with and for all in the people of Hampshire
 Accountable to you for what we do
 Evidential – our recommendations are based on strong evidence.
HOW WE ARE GOVERNED
Our Board provides oversight, strategic direction and assurance for our aims and objectives as a Community Interest Company.
There are seven seats on the Board. It manages performance, setting priorities and monitoring how well we are achieving them.
Our four Non-Executive Directors are appointed by an independent panel to ensure the company operates in the interest of the
people of Hampshire as well as providing specific expertise and skill to help us to run effectively and efficiently.
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Christine Holloway
Non-Executive
Chair to the board
Ian Glenday
Non-Executive Director for Finance and
Performance Improvement
Mark Deal
Non-Executive Director for Diversity and
Inclusion
VACANCY
Non-Executive Director for Governance and
Compliance
As well as four Non-Executive Directors we have three Member Directors. These represent the three organisations which created
Healthwatch Hampshire.
Claire Foreman
Executive Director
(Help and Care)
Colin Brown
Executive Director
(Action Hampshire)
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Kate Hebden
Executive Director
(Citizens Advice Hampshire)
The combination of publicly appointed Non-Executive Directors and Member Directors means that we draw on the best local
expertise and knowledge and remain firmly committed to working on behalf of local people.
You can find out more about all the Directors at the website www.healthwatchhampshire.co.uk.
WHAT WE DO
Healthwatch has three main areas of activity:
1. Our information and signposting service helps people make choices, access health and social care services and seek
independent support to make a complaint about health and social care.
2. We reach out and engage with the people of Hampshire to hear what they have to say about health and social care
services, about what is good and what needs improvement.
3. We analyse all the information we gather and use it to make your voices heard to the people and organisations who
make decisions about health and social care.
The law sets out the legal requirements of any Healthwatch. Hampshire County Council, which is required by law to that ensure the
people of Hampshire have a Healthwatch organisation, contracts with us to do this.
As well as carrying out our legal duties, our priorities are guided by what is most important to the people of Hampshire. You can see
more about how we do this below in the section “Prioritising and Impact”.
Healthwatch has legal powers that help us to make sure local people are heard, because their views and experiences are important
for planning and delivering health and social care. This includes sitting on the Hampshire Health and Wellbeing Board and having
the power to observe services as they are being provided.
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We contract two effective and respected local organisations to deliver the Healthwatch Hampshire services and activities – Citizens
Advice Hampshire and Help and Care. Service Level Agreements with both of our delivery partners set out clearly what we expect
of them, and how success is measured. This ensures we deliver high quality services in the interests of local people.
Help and Care sub-contracts a proportion of their work to Action Hampshire.
The Healthwatch Hampshire Board ensures that our partners are delivering a good service by monitoring their performance.
Regular reviews with Hampshire County Council ensure that we are meeting the terms of their contract and delivering a high
quality, effective and efficient Healthwatch for the people of Hampshire.
HOW WE DELIVER HEALTHWATCH IN HAMPSHIRE
Access
People can get in touch with Healthwatch Hampshire in different ways:
 a dedicated telephone line into our call centre;
 by writing to us; a letter or e-mail;
 walking into any Citizens Advice Hampshire access point;
 Facebook and Twitter
We also actively seek out the views of all communities in Hampshire and work to hear the voice of minorities.
Volunteers
Healthwatch Hampshire recruits volunteers to support and promote the work of Healthwatch Hampshire. These Healthwatch
champions are recruited from the diverse communities of Hampshire.
Customer relationship management system
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Healthwatch Hampshire records all information received by Healthwatch Hampshire using a computer system called “Customer
Relationship Management”. This helps us to identify key issues and trends within Hampshire and is used to focus investigations
and subsequent reports.
Research, decision making and prioritisation
Healthwatch Hampshire’s records guide us to areas which require further investigation. We then decide on the priorities.
Journey of evidence
We influence health and care commissioners and providers by reporting on issues. We always show that our recommendations are
based on evidence from the experiences of people who use their services.
Marketing
We use local networks led by our partners to inform communities about our work. New media such as Twitter and Facebook help
us reach a wider audience. We also get advice from a professional agency about how to tell people about what we do.
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OUR STRUCTURE
The Board of Directors of
Healthwatch
Community Interest Company
The board has
contracts with each
partner for the
delivery of the
Healthwatch
services
CITIZENS ADVICE
HAMPSHIRE
- NHS Complaints
Advocacy Service
- Bureau Drop-in for
information, advice and
signposting
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Help and Care
- Influence
- Board support
- Engagement and outreach
- Helpdesk
- Research
Action
Hampshire
- Voluntary sector
and diverse
communities
engagement
The board has three Member
Directors from each partner
organisation, and four NonExecutive Directors. (Find out
more on our website).
BUSINESS REVENUE AND DEVELOPMENT
Over the coming years, we will develop and mature as an organisation. We will become a centre of excellence - for listening to and
learning about what matters most to local people; and for influencing people and organisations that make decisions about health
and social care of people.
We will look for new opportunities to help local people have a say in how their services are planned and delivered. We focus on
health and social care, but we may also look at other services that affect people who use health and social care services, such as
housing, education or leisure.
As a Community Interest Company, we will use all our income for the benefit of the people of Hampshire.
HOW WE COMMUNICATE TO THE PEOPLE OF HAMPSHIRE
For Healthwatch Hampshire to be a success, people need to know it exists, understand what it is and what it does. Our
Communications Strategy helps us communicate in the right way and with the right people. We will regularly review the strategy, as
well as monitoring that we are doing what it tells us, and measuring our progress against our aims.
WHAT WE RECEIVE AND HOW IT GETS SPENT
We receive £682,000 from Hampshire County Council. £475,374 is provided for Healthwatch Hampshire to provide statutory
Healthwatch services, while £206,626 is provided to deliver the Independent Complaints Advocacy Service.
Finance
Our contract with Hampshire County Council gave us funding
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PRIORITISING AND IMPACT
It is essential that we focus our time and resources on the things that matter most. To help us put the interests of the people of
Hampshire first whenever we look at any issue, we consider these questions:
1. How much evidence is available about this issue?
2. Is the issue going to impact on lots of people?
3. What is the impact on people and communities who suffer high inequalities in health and who are seldom heard or easily
ignored?
4. Does the issue help us to make an investment in future health and care for the people of Hampshire?
5. Does the issue align to the joint health and wellbeing strategy?
6. Is the issue already being dealt with effectively by someone else?
7. If not, can we make an impact in the light of other people’s or organisations’ timetables?
8. Can we add value to the current situation?
PERFORMANCE MEASUREMENT
Hampshire County Council has identified six key ways to measure our performance:
1. Providing a joined up organisation – linked across the community, providing a central team and a single point of contact for
all agencies and partners as well as communities.
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2. Being proactive in our inclusion of people and communities, with clear evidence of systems and processes that do not
exclude people by creating barriers to their involvement or engagement in it.
3. Developing a model of Board level decision making that supports unbiased and evidenced based prioritisation of issues.
4. Influencing change and decision making in the health and social care sector including Clinical Commissioning Groups,
Health and Wellbeing Boards and health and social care providers.
5. Ensuring an independent and sustainable organisation.
6. Delivering services that are provided using the principles of value for money.
THE LAW AND COMPLIANCE
It is essential that we are legal in the way we do things. Our Board has special responsibility to ensure we comply with the law in all
aspects. Examples are Data Protection, Health and Safety, and employment legislation.
We need to write policies and procedures, and we need to make sure they are kept up-to-date. So we will set dates to review our
policies and procedures, and the Board will receive an annual report that shows that the reviews have been done as planned, and
stating any revisions.
We must also spot risks we face as a company or to our services, and take action to reduce their likelihood or potential impact
whenever we can. The Board reviews the risk log and scores to identify emerging risks and to agree mitigating actions.
EVALUATION AND IMPROVEMENT
We will monitor our performance against the performance outcomes in this plan and feedback how we are doing to our
stakeholders, particularly Hampshire County Council and the people of Hampshire.
The best way to evaluate how we are doing is to find out what local people and local organisations think of us. We will do this
through an annual stakeholder survey and by asking service users their opinions.
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Appendix 1
Healthwatch Performance Targets (accumulated totals)
No. of new walk-in enquiries*
No. of new web enquiries*
No. of new telephone enquires*
No. of Champions recruited
No. of meetings/forums to gather
feedback and promote HWH
Formal Presentations Given
Workshops / Consultations engaged in
Other engagement events e.g. coffee
morning
No. of HW led events held
Outreach activities
No of enter and view visits
No of visits to care settings (non-enter
and view
PLACE visits
Referrals to CQC/HWE/HCC
NCAS Performance Targets
No. of new enquiries (referrals)
No. of new cases opened
No. hours worked on cases
No. contacts made
No. of cases resolved
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2013/14
Q3
396
100
306
53
2013/14
Q4
678
11
404
42
2014/15
Q1
856
36
287
11
2014/15
Q2
917
42
412
41
2014/15
Q3
2014/15
Q4
2015/16
Q1
807*
1146
28
430
6
978
12
374
33
352
3
25
46
24
24
41
16
4
34
13
13
10
10
8
18
10
4
3
9
9
0
5
5
10
0
9
8
4
0
11
7
9
0
6
9
10
0
14
9
0
0
0
0
0
2
7
7
1
0
3
2
0
9
1
2
2
2
1
3
28
20
30
18
275
20
11
35
29
381
1340
20
45
29
387
1249
33
35
34
830
950
17
41
30
544
1563
22
30
23
473
1579
18
96
31
17
13
9
No of Ombudsman referrals
No. of cases ongoing (carried over)
Website & Social media
Website page hits
Facebook Impressions
Twitter Impressions

53
1,346
3
57
5
66
5
63
2
77
0
91
4
96
4,428
6,776
163,741
4,523
5,655
201,819
8,221
10,100
242, 351
2,296
9,769
22,836
89,900*
11,239
38,351
61,100
8,135
202,637
To make our twitter measurement more accurate and as a result of a change in twitter policy we are now measuring
impressions
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