South West London CCG Annual Report and Accounts 2020/21

plan the six working groups which will each have a membership of representatives who access learning disability services to shape services going forward. To enable their inclusion and reduce the digital barriers to taking part exacerbated by the pandemic, we are delighted that we have matched funding with the council to provide accessibility enabled computers and digital devices and support for all to take part. The Neuro Voices Strategy in Wandsworth Our Patient and Public Involvement Reference Group and Thinking Partners group have supported the clinical networks by helping to shape the Neuro Voices Strategy which has an overarching aim to reimagine and rethink how services are delivered to improve the patient experience of neurology services reflecting the diversity and complexity of the needs of people living with neurological conditions and their family members from across South West London. Work started by codesigning the care pathway between primary care and the clinical assessment hub at St George’s Hospital and is being informed by our work in partnership with Healthwatch on Wandsworth experiences of digital and telephone health and care appointments. The referral process now captures important data to address inequalities and reduce barriers to access. This includes communication needs, digital capability to identify when virtual consultations are appropriate and enable better access. Crisis Retreat in Kingston and Richmond The Crisis Retreat is a place for adults experiencing a mental health crisis who need short-term crisis intervention as an alternative to hospital admission. The service is for residents living in the boroughs of Kingston or Richmond. The local engagement team were asked to gather experience of the Retreat as part of a wider commissioning review of the service. Our engagement objectives were to understand guests’ experiences of the service; to involve a range of guests in terms of diversity, gender and geography (both Kingston and Richmond residents); and to work with the manager to recruit guests willing to take part in the engagement. We analysed guest feedback collated by the Retreat over the last 12 months and alongside this undertook more focused engagement by telephone interviews with 17 guests or former guests to gain a more in depth understanding of their experiences. Overall, the majority of feedback was positive, with just two areas for consideration, namely the length of stay and food and cooking arrangements. The findings and recommendations have been shared with commissioners to be considered as part of the service review which will inform future commissioning. ‘The staff actually care about you and get to know you. In hospital you are just a patient and don’t really matter.’ ‘….. I feel that five days is too short for someone with a crisis and it should instead Annual Report and Accounts 2020/21 | 79