Trustees. Annual Report for the period Peric<l start date PeriLxJ end dale 31st March 2024 2025 From To Section A Reference and administration details Charlty name Healthwatch Hartlepool Oth8r name8 charlty18 known by Rogistorod charlty numbor (If anyl 1165402 Charlty's prln¢lpal addross H8althwatth Hartlepool Gr8enbank Waldon Street Hartlep1 Postcode TS24 7QS Nam88 of the charlty tru8tse8 who manage the charlty Dateb acted Ir not forvlholè Tru8ts8 Tramo Office Ilfanyl Chairman Director of Finance Director Director Name of pomon lor bodyl entltled olnt trust•8 rfan Jan8 Tilty Tony Raine Margaret Wrenn Jan Weedall Carol Sherwood Director 10 12 13 14 15 16 17 18 19 20 Names of the trustees for the ¢harlty, If any, {for example. any Custodlan trustses) Name Dates acted If not for Mthole ear
Names and addresses of advl$•rs (Opllonal informatlon e of advlser Name Addres8 Name of chief ¢xe¢utivo or names of senior staff members (Opllonal Infonnallon) Section B Structu re, overnance and mana ement Doscrfptlon of the charlty'8 tru8ts Governan Framework Type of goveming document How the charity is constituted 16g Iiu5 assocBtton. Healthwatch Haruepcol is a Charitable Incorporated Organisalion established in 2016 and is governed according to the Govemanc£ Framework, which is reviewed annualty. Trustse selectlon methods elected Recruitment and appointment of Trustees: The board consists of no fewer than 3 trustees aTrJ has no maximum. The necessary quorum for the Iransaction of any business is 3. Trnstees are recruited from the local population and all have an interest in the aim6 and ob"ectives of Healthwatch Hartle ool CIO. Additional governance18sue8 (Optional informatlonl You may choose lo Include additional informatn, where relevant, about: Healthwatch H8rt1epool has developed an induction programme using its oym material, material & reSoUe$ from both Hedthwatch England & Hartlepool Borough Council plus materiavguidance from the Charty Commission. All Trustees are additionalty encouraged to attend extemal Courses. which a relevant to their role. polia8s and procedures adopted for the induction and tralniThJ of trustees" the Charty's organisational Strurture and any wider neort{ with which th8 charty works., relationshlp wlth any relatèd parties", trustees, ¢on$ideralion of major risks and the system and procedures to manaje them. Risk Management- Ouring the year the Tnjstees met predorrdnantty mthly. The meetings CnSidered all aspects of servic8 d8livery, staffing, complaints and risk management. These meetings enable the Trustees lo identify any risks to which the Ch8rty may b8 exposed and put in place measures to mitigate those rtsks. Throughout the year regular updates were provided to Board rrembers by our Ch*f Executive. Organisationd Structure- Healthwatch Hartlepool is an autonomus body. The Trustees make strategic de¢i$ions about the organi$ation and the day-tfrday operating model is delegated to the Chief Executive. The Chiel Exe¢utive 1$ responsible for ensuring the aims and objectives of the organisation are met. The trt)ard in the rnain meets Month to consider reports & updates from the Chief ExecutNe and hvo of the Trustees are also rnembers of OUT Volunteer Steering Group. The Volunteer St8ering Group IVSG) Is responsible for monitorfng the dellvery of our Annual Work Pfogramme.
Section C ectives and activities Established under the Health and Social Care Act 2012, the requlrements set out in the legislation mean Heallhwatth Hartl8pooI will b8 8xpected Obtain the views of the wider community atout their needs for and experience of local heaith and srtial ore services and make those views known lo those involved in the commissioning. provision and scrutiny of health and social care services. Promote and support the inVoement of a diverse range of people in the monitoring, commissioning and provision of local health and social care seryirks through membership of residents and service user groups. Make reports and recommerHJations about how those SeS could or should be improved. Provide infomiation lo publrc regarding accessing hearth and r>ocial care services also ensuring they are awa of the relevarrt choices avallable to them. o Represent the views of the whole communty. patlents and Servi users on the Health & Wellbeing Board and the Integrated Care Board Pace sub<ommrtteé for Hartlepool. Make the vlews and experien*$ of tho broad range of people and communities known to Hèalthwatch England helping that body Cary out its role as national champion. Make remMendatIonS to Heaf(hwatch England regardlng any speckal reviews or investKJalions deemed necessary to be carried out by the Care Quality Commission {CQC) or, rf the circumstances justTfy il, go direct to the CQC with such rewmmendations. Summary of the objects of the charlty s•1 out in its governlng document All functions must be delivered ni lTh)e wtth the Care Act 2014 and associated guhjance in respect of Safeguarding.
In that Healthwat¢h (b8s its Trustees have complete regard ftir the Charty Commission's public benefit guidanc£ when exercising their powers or duties. An Annual Report is produced articulating how this obligatron is met, as well as monitoring the dellvery of setvlces commissloned by Hartlepool Borough Council. Full details of this Annual Report are available on the Healthwatch Hartl8pool website www.healthwatchhartle ol.co uk "Ilealthwatch Hartlopool has been establlshed in a way that is Inclusivo and enables Involvement from all areas of the local community. We wish to Involve those who are seldom hearnl." Summary of the main actlvltles undertaken lor thfr publlc beneflt In relatlon to these objects (Include wlthln thls section the statutory doclaratlon that trustses have had rngard to th• guldan¢o issued by the Charty Commls$lon on publlc beneflt) Healthwatch Hartlepool is the umbrella organisation which brings together existing and new consultstion groups, netsyorks, organlsallons and Indlviduals in Hartlepool to enablo thèm to have a voice in improving heath and social car• services. Healthwatch Hartlepool does this by worklng in a collaboratrve and inclustve way across Hartlepool taking atUnt of the rlth dlverslty of the people of Hartlepool and their needs. Additional details of objectlves and activilies (Optlonal Infomiation There is no fomal 'membershlp' of Healthwatch HartleFwI as h exlsts as 8 volunteer led, open netrwork that can be accessed by". a) Individuals- anyone living in, or receiving health and social care services in the Borough of Hartlepool You may choosolo include further statements, where relevanl, about: policy on grant making., policy programnR related investment., contribution made by volunteers. b) Groups- any volunlarylmrnUnlfy group or business organisation whith operates in the Borough of Hartlepool Healthwatch Hartwol will maintain a database of people who have 8xpres8ed an interest in belng Involved in developing and supportiThJ Healthwatch Hartlepool. Healthwatch Hartlepcol will aim to mke use of existing consultation groups, networks and organisations in Hartlepool to enable them lo have voice in improving heaKh and social care Servi$. Ihhen necessary Heatthwatch Hartlepool will estsbllsh new LX)nsultation groups, nelwoths and organisations in HartleFoJI to enable them to have a voice in improving health and sodal re 8ep411xs.
Section D Achievements and performance Summary of the main xhievements of the charfty during the yoar During 202412025 we remained extremely active and undertook a wide range of projects within our published work programme. Below are some of our main pieces of work and achievements albelt m¢xe infomiatron is available in our published Annual ReFY)rt, whic*1 is on our website www.healthwalchhartle ol.co.uk Enter and View In 2024125 Heallhwatch Hartl8pooI undertook 4 vistts to care horrEs in Hartlepool, Merlin Manor, Sheraton Court. BrK8rton Lodge and Wesl View Lodge. Each visit W88 carried out by a team of staff and volunteer visitors, all of whom had Completed Healthwatch Hartlepool's Enter and View training programme and undertaken a DBS check. Each E&V visit is unique, dependiry on the place visited (Care home, hospital, surgery, phamacy) and the reasons or circ#Jmstances which have led to the visrl taking place. However, as Ent8r and View visits have been part of our core Healthwatth remit for many years now, consequently. their preparation and execution follows a tried and tesled pathway. A visit may be undertaken as a result of COnmS raised about the qualty of a seNic6, poor patienvresldent experience or in some cases, feedback indicating oulslanding practice, which through our reFOrt we hope to highlight 8nd share. Vistts can also be fc¢us•d on a particular theme, such as Dementia care and provrde fe8dbad( and insight into a wider piece of work within our workplan. The four reports which followed our visits to Medin Manor, Sheraton Court. Brierton Lodge and West View Lodge all reflected the feedback we received from r85idents, staff and family Memb9, and each report contained r0mmendat?nS based on our findings and observations. Enter and View group member Margaret Wrenn, who was lead visitor on several of the visits sald of her experiences- .1 enpy meetlng peop18 who 8rn u&ng the servlces aV8able to 811 in our Community. It is enlightening to listen to the compliments, complaints and con¢ems whKh arise In 0urc0nversatS with Use of the setvices and their relatf&s. (In the case of 8 ca IM%n8 wsit, sometin7es the res18 opinion drffers Mth that of theirrelative when asked the same question. and natur811y l)oth answ8r5 are expSsed In ourfinished reports). We have be8n W0.ng together as a gmup for quite Some time nowand each have ourstspnglhs. whth comg to the fo in every vi&l, so th8 infompation whh is oollected, is as factual, comprehen&ve, and conc as possible". Our pOrtS are shared wfth the Servi prOVr. commi&81one, CQC and Healthw8tch England, and the s8Nice sited is 81ways invited to ptDvide a comment on ourfindings and recommendatic)n8 which is induded In the fin81 report.. .1 would like to th8nk thg Healthwatch team forthe respect shown to the Home, residents. re18twes and staff during their visit." Hollie Rhodes- Manager Sheraton Court ca Homg Healthwatch Hartlepool is represented on thé tovm's Health and Wellbeing Board by our Chair ofthe Healthwatch Volunteer Steering Group Margaret Wrènn and our Chief Execulrie Chrislopher Aker> Belcher.
During 2024125, OUT representative has effeGtivety Garried out this role by. providing details of the Healthwatch work progr8mme, collaborating on the review of Ihe PhannarRutical Needs AssesstrEnt and raising the concems of residents in respect of Mental Health in-hosp5181 provisiThl. Healthwatch Hartlepool is represented on North East & North Cumbria {NENC) Integrated Care Board and StrategK Integrated Care Partnership by our Chief Executive Christopher AkeTrBelcher. Other positions held within the Integrated Care system are on.. Priffory Care Strategy & Dèlivery suIKon1ttee. Healthy & Fairer Athisory Group Patient vol Group Quality & Safety Committee System Qualty Group Equalty and Diversty Ethics committee Throughout 2024-2025 The Integrated Care Fthrd (ICB) and Healthwatch have worked together to build robust relationships to improve health and wellbeing for everyone In our communitles. This partnership aims to: Enhance Health Servlces: By working together. the ICB can better understand and address the heafth needs of our communrties. Promote Wallbelng: The coll8bor8tion ftKuses on ¢reating opporlunities that support improved wellbeing, induding mentsl health. physical health. and social Gare. Reduce Health Inffjualitios: The partnership aims to ensure that everyone, regardless of their background, has access to quality health ser4iGes. Engago the Communlty: Healthwatch ensures feedback gathered trom the public Is escalated appropTialely to help the ICB make infom*d decisions about health and care seTvices. Innovate and Improve: Together, support the development of new and better ways to deliver health care, making it mo efficient and effective. This partnership is a significant step tovrards healthier. fairer, and more indusive communitles. We fomied a network of 14 local Healthwatch groups to Improve health and care services both regionally and nationally. Funding from our Integrated Care Board helped us build strong, EaningfUl relationships within this network, consistentty adding value to Ihe deslgn of heallh and care services. We have representatives from our network on local and regional strategic boards. These boards have robust rewrting structures that support coordinated and effective engagement wilh our communltie& Our c#)Ilaborative apFxoach is recognised national as best practi.
Inte rated Care Strat We received over 400 resFonses during our engagement period. A review of the feedback showed that chikjren and young people were under-represented. Impact: The ICB added a fourth goal: "Glvlng Chlldren and young poople the best start in Ilfe." Thls goal increases the focus on people of all agès throughout the strategy. Refreshin the ICB Involvement Strate Healthwatch spoke with over 100 people to help update the ICB Involvement Stratsgy. Impact: Based on thelr feedback. the ICB has updated Its prlnclples to indude.. Meaningfvl invofvement Reming barriers Llstening to feedback We also helFed create a shorter, easier-to-read document and workplan based on these new principles, including ways to measure success. Listenin to Peo 's Dental Care Challen Over 3,800 peop shared their views with us. We engaged with people across the region to understand the difficulties they face in accessing dental services. We used various methods, in¢luding supleys, mystery shopping, general convers8trons, and oneon- one inlerviews at Darlington Urgent Dental Access Cerrtre {UDAC). The ICB has pmvlded the following roSPt>nso." Improving 98 lo denlislry will not be a quick frx but we are working on it. our key focus areas are., Stabilising service5- additional investment includlng incentivisèd access, additional dental out of hours treatment capacity and dental clinical asses$nEnt workforceftriage capaaty. Funding available to delrver a new model of dental care via Urgent Dental Access Centres 8nd provide addonal general dentsl at£ess. Working with '8t risk. practices to kjentlfy and address flnancial issues of delivering NHS dental (2re. Working wtth l¢xal dental networks and NHS England North East Workforce Training and Education Directorate to improve recruitment, relention, training and education across the region. Developing an oral health strategy to improve oral health and rnduce the pressure on dentistry.
We are continuing to work dosely with the ICB as new ways of working. 8re developed. Listenin to Women's Heamh Needs We spoke to neatly 4,500 people and held six Iws groups with women who face extra health challenges. We vranted to understand what matters most to them and their priorities. What We Leamed: Mental health and wellbelng Healthy ageing and long-tem conditions (like bone, joint, and muscle health) Menopause, perimenopause, and hormone replacement therapy Screening seryices (like cervical, breast, bowel, and Gancer screenings) Menstrual and gynaecobgical health Impact: We're now working with our partners to create a 'Woman'8 Promise.. This will help women, health professlonals, and others understand and support women's he8h needs and rights. NHS 10 Year Plan We supported engagement for t1 NHS 10 Year Strategy, delivering over 17 WrkshopS throughout North Easl & North Cumbria induding people from an ethnic minority, people wlth a learning disability andlor autism and young peop. 'Our commitment to wort(ing in partnership with Healthwatch and being open and transpafpnt in ourlnteractS WRI continue. We value greally the contribution of the partnership across the wion. We should all be rightlyproud of what we have 8chleved to d8te, and I look fotwanl to seeing this work prog&$ 88 we enterthe neXtase of the ICB." Sam Allen. Chlef Executive at North E88t and North Cumbria ICB North East Ambulance Servi1* clinKal strale en ement Over 1,700 people shared thelr valuable feedback. 12 Healthwatch groups in the North East, abng wtth VONNE, engaged with the public and patients as part of the NEAS dinical slrategy réview. Thrs work will be ongoing throughout 2025-2026. Key Strengths: Compassionate and professK)n81 staff. Cornmunty Involvement, Patient Transwrt setvrE and effeGlive emergency care. Arw for Improvement: Response Ilmes. mental health support, communlcation transparency, resources & staffing limrlatlons and coordination with other servicgs. To showcase the work carrd out by the NENC Healthwatch nets¥orf(, all 14 local Healthwatch came together. We shared experiences and leaming, highlighting hcmf local engagement has mad8 an impact both regionalty and nationally. This gathering helped strengthen relatlonships, th a (mMitment to continue collaborative efforts.
Ciaire Riley, Chief Corporate Services Officer, emphaslsed that our efforts have ensured that citizen voices are embedded within the ICB at every level of dea$ion-makin9. She stressed the importance of involving and engaging with communrties in any changes and developments. Claire also highlighted the need for consistent, long-temi funding to build on our su¢¢ess and ensure p80ple's voices are heard and acted upon. Chris Mccann, Deputy CEO of Heatthwat¢h England, supported Claire's views on the power of the network. He expreswj the ambilion for He8Mhwat¢h nationally to develop strong systems of work. using NENC Heatthwatch as a model for best prtice. 'The effective way that Healthwatch Netwo has engaged with the North East and North Cumbri& ICB is extremety impSSIve. By wOlg M'ih other Healthwalch across their ICB footpnnt in eslabli8hing strong relationships withln their ICB. they have ensured that the voKe of the publK is hea at everylev81 of de¢won n7aking in theirwin. 'They 8re to be commended on theirexemplaryappmach which means th81 vw8 of us8r6. families and carers are tsken into a(xount by heakh 8nd social Ca partners across the North E8& and North Cumbria ICS." Chris Mccann, Deyty Chief Executive, He8lthw8tch England. Newcastle Universi asked the Heathwatch NENC netsvork to help with a funding bid to research NHS workforce shortages. These shortages aff1 staff wellbeing and patient care, especially in underserved areas. The Healthwatch Nelwork agreed to te a ccpapplinI for the bid to the Natlonal Institute for Heatth & Social Care Research {NIHR). In 2024, we were thrilled lo learn that our bid was successfull We now have a £5 million NIHR Workforce Research Partnership, led by Newcastle University's Medical Education tearn. to tackle this urgent issue. Our Focus: Primary care and matemity services in remote and deprived areas, where staff face intense pressure and fewer resources. Our Approach: Wè are working directty with staff, palients, educators, and policy leaders to Co-design solutions that make a 81 differenGe. Th1$ Partnorshlp Includes: Researchers from Newcaslle, Northuthia, Oxford, Birmingham. and York NHS leaders and Integrated Care Boards Healthwatch and public advisors Design exFerts to tum Insights into action Our Goals: Better working condtlions & reduced staff tumover Improved care in underserved areas Smarter, more indu8ive workforce plannlng
Shaping Outc¢)mes Together These outcomes wonl be decided from tho top down. Instead. they'll be sh8ped through ongoing collaboration with those delivering and receiving care. Partnershlp Details: The Partnership viill run for 5 years, and we'll She our learning along the way. If you worfr in primary car8. matemlty, or workforcy planning. or live in an underserved area, contact the Healthwatch Ne[k to get involved. Look out for the launch of the Partnership's social medla in the coming months. Spoclal Thanks: A huge thanks to our amazing c(kleads, Professor Gill Vance and Dr. Bryan Burford. whose leadership and commitment have brought this Partnership to life. Read more about the PartnershSp launoh here.. MultFmillio investment lacklin healthcare workforce challen e und Makin a dlfferénce in the communl Hearfng por50nal exporfènces and their Impact on peoplo's lives helps $eNlces bett•r understand the1$6ues people face. Healihwatch Hartlepool is an integral part of the Hartlepool LivgJ Experien Forum. Our Palienl & Publlc Engagement offr is on hand at each meeting. This gives people a way of formalising any concems that they share within the forum rf they wish loo. whi¢h supports fowm members to have a voice. Also, by having Heafthwatch on the Forum's standard agenda allows time for Healthwatch to updale members of our work. which gives forum members the opportunty to be involved In activities that they have experence of, e.g. the Community Wellbeing Event, which gave a voice to people th lived experience of poor mental heafth. 'Wg love having Heafthwatch as a member of ourfowm, as together can support people with lived experien ofpoor mental health to use their know* and 8xpertis8 to help s6rvKes be the best they can be." Catherine Wakeling Starfish Hoalth arKI Wellbeing y involvlng local pèople, 8ervlce8 help Improv• caro for everyono. We worked with ihe Univetgty Hospital Tees on a comprehensive engagement exercise to ensure every resident had the chance to share their opinions on the proposed Group Model for North Tees & Hartlepcx)I NHS Foundation Trust and South Tees Hospital$ NHS Foundation Trusts. 10
°We commit to running ongoing erwment eXalSe$ to stsngthen our eccounl8bHty to ourlocalpopulation and to ensuTr th8t we 8rn effeclively embedding our community voic8s into the deSn and development of our future servlces." Stsw Hurrter- Chief Executiv8 of Universty Hospitals Tees Cham nin communi on¢ems to examine Home re. delNerin rsonal care and ractical su ortto le livin In thelr own homes Last year, received feedback from care Servi users and their families about the Home Care service in Hartlepool. Given the UK'S aging population. pressure on NHS services and Shortage of hospital beds we felt it was timely and incredibly iMptsnt to examine the domi¢iliary seNices that so mary people rely on in Hartlepool. In recent years there has been considerablg coverage of the many challenge$ facing the soc4al care sector. The focu5 is often on residential care, but it is dear that Similar challenges are equal prevalent in the provision of home Carg. It 1$ some years sincè Healthwalch Hartlepool last focused on this area of care provision. Durlng this tlme Hartlepool Borough Council has refreshed its Adult Social Care Commissioning Strategy which says We all want to Itve in the place we call home with the people and things Ihat we love, in communities where w8 look OLrt for one another, dcrfng things that matter to us.. For many residents of Hartpts)1 who have physlcal disabilities, leaming disabilities, dementia or a range of Itfelong health condttions, home care is a vital element in m88ting this aspiration, and being able to live safely in one's own home. We conducted a ccnprehensSve study to: 1. Ensure that peoples experiences of recefving home care senice8 IS captured, and that this lived experience made available to semce provlders and comrnissioners of home ¢are $ervic8S. 2. Identify and promole areas of good ptactw in home care service provision and highlight areas in which users of home care services feel change or improvement 1$ required. HO Car8 Heallhwatch HartlerxX)I 6 3. GaThi insight into the challenging climate in which home care seNi are commissioned and delrvered, wtth the backdrop of ln¢?$1ng demand, Workfor rewitment and retentK?n issues and ever-presenl fjnancial pressures. Many people who use home care seTviGes can be dtfficult to reach as due to their health condition they spend very Ittue time away from their home. Wé théréf¢ adopted th8 follong approaches to gain insigM- Developed a serrfice user survey which was prorrK)ted widety via the Heahwa1Ch Hartlepool website, and also shared on partner organisation websites, including Hartlepool Carers and the Penderels Trust. Visited local community groups in HartIer1 that support arKI work with people with health condttions and disabilities to proTrv)te the survey and conduct focused du$$I0n8.
Promoted the survey via local social work teams. 33% of Ihose who compleled our survey lold us that their CO worker frequentty changes and sometimgs they haveny previousfy met the carer who attends. 250A of those who completed the survey tohJ us thelr carè worker did not routinety wear a untform of carry ID. We didn't ask people to spe¢fy hearth conditions. bul reference was made to a variety of issues, including physical disabilty. le8ming dlsability, diabeles, COPD and dementia, all of which had contributed to the persons need for home care services. A variety of funding arrangements were Identrfied, ranging from fvlty funded care provision through to the individual paying the fijll cost of the care services they received. Some people also received a personal budget or direct payment through which all or part of the cost of their care service was pa•J for. Several family memb8rs who had arranged care provision for a Pant told us that the funding process which includes a mean$ test. was complicated and information had been difficult to aGGess. One person told us that they had looked on the HartlepoDI Borough Council website, but had found infom18tion on home care had hard lo find and on found not very helpful. Most of those whc returned surveys received their care service from eilher Dale C8re or Vestra Home Care who are both (xjmmissioned by Hartlepool Borough Council. Two people also told us that they retsived their care from Eltte Home Care serViS. As one would exFect, a wide range of caré seN1$ We refeed to, with the Trt frequently mentioned being assistance with meals, dressing and showering or bathing. Olher frequenlly mentioned servi¢e5 included assistance wilh medication and getting up or going to bed. The duration of home care vi5rts was mainly belween 15 and 45 minutes. Onty 1 person said that their visit was compleled in under 15 minutes. Over a third of pwple tobY us that thèir carer workers often do not arrive on lime for their visit. Some told us that this was only by a few minutes, but others said that it was not unusual for their care worker to be up to one hour L9te. People told us th usually don't any notrE whèn this happens, which can iead lo anxiety, up8et and disrupt the implementation of the individuals ¢are plan. Some poople also told us that communlcation from their care provider when changes to the delivery of their care services routines occur is pcor, and the first they know about changes 18 when they happen. Hc)wever, most of those who returned Ihe survey fett that they, and their famity had been invoNfed in the developmenl of their care plan and in identifytng care requirements. We were also told that care plans are regularly reviewed with social worker involvenTrnt and input from family memb8rs. Almost 90% of those who retumed the survey told us that their care worker aayS treated them with dlgnty and respect. W8 received mary posrtive comments about the friendty, caring and supportive nature of care workers, and understanding of the drfficulties they often face in fulfilling Iheir roles. Another Mmon theme was that many people felt that their care worker were not allocated enough time and rA>nsequentiy were afways rushing to complete tasks. 12
Some concems were raised that ctcasionalty slaff had left before all care tssks had been completed. Others felt that they would like to be able to chat more as their care worker was one of the few people they saw each day. en asked rfthey were aware of how to rnak8 a compliment or complaint around 30% told us that they didn't know how to, and a similar number fell Ihat when they raised a concem with their care provider they were oflen not listened lo, and consequentty no action was taken to resolve the i66ue. When asked to rale the qualty of the ¢are they received, haW of those who responded rated their care as either 8110, 9110 or 10110. 15% of people rated their expernCe beeen 2110 and 5110. Tre overall average score was 7.6. Christine Fewster. Chief ExUtiVe OffKer of Hartlep¢)ol Carers told us: °Hathpool Carers WO with families throughout ourlown to ensure unpaid ¢9rS h8ve access to support at the 17ght timg. Completing c8r8rs assessments on behalf of the Lcr81Authority we hear dlrect fmm f8mMies who Ceive care within theirhomes. The messages we hear a inconsistent, with areas of goodpractice 8S W811 as areas for impn)vement. Some fan7ili8s Sha that agen@S and Iheir teams go above 8nd beyond to h61p." One carpr s8id 'My mothw4n-law was on end of lif8, we receivgd 3 o811s per day, the girfs that looked 8fterher W8 exptna1, went abov8 8nd beyond to support us all, working professionally and maintaining my mother in18S dignity at all time4 we WHI be fover grateful, However, we hear in some cases. families cancelling p8ck9PS of Ca du8 to support not being al times that suit8bl8 for them. Some faMilS also shared that the option for dir8Ctpayn7ents. enabled them to indgP8ndently 6mploy support workers to help within theirhomes. these families weTr complimentary wth the Ilexibilty and contr they had ¢)v&r their own caré. Overall, we have seen 8 Trduction in concems b8lng ral8ed and we wo losely with partner& to ensure p80pI8 have support to live as independenHy as possible within theirown home&° Healthwalch Hartle)01 are working ctoseW with Hartlepool Borough Council on a rarKJe of recommendations: 1. When care workers are running more than 15 minutes late, the next wson to recEive care should b& contacted and advised of the likely time of arrival to avold anxiety and distress on the part of the cared for pérson, and risks assocoted with latelmissed visit8 minimised. (Ref Home Care.. delNering personal care and practical support to older people living in their own homes 1.4.11 NICE Guideline Sept 2015) 2. Care provhjers must ensure that communication with those receiving care 1$ robust and when changes to care arrangements are proposed, the cared for person is fully aware of proposals and has been propety consulted about any new care arrangements. (Ref Home Care.. delivering trsonal care and practical support to older people Ibving in their own homes 1.3.10 - NICE Guideline Sept 2015) 3. Care providews must ensure that those receiving care are informed and periodically reminded of the ways in which 13
mplaintslcompliments can te made. Procedures shou 81s0 fje available on the care org8nisations website. (Ref Home Care: delivering personal c4re and practical SUprt to older people living in their own homes 1.4.4, 1.4.5.1.4.6- NICE Guideline Sept 2015) 4. IdentifiCatn badges should be aPways worn by care workers whilst on duty. 5. Care provthrs should ensure that as f8r as is practicabty possible cared for pPIe are familiar Wlth the person providing their care services and have been introduced to the individuals who will be providing their care in fijture. This, and general communication should be overseen by a care co-ordinator. (Ref Home Care." delivering pèrsonal care and practical support to older people living In Ihelr own homes 1.4.7- NICE Guideline Sepl 2015) 6. As part of induction and ongoing staff development prc¢8sses, all care workers should undertake training which enables them to recognise and respond appropriately to conditions such as demenlia, physic21 and learning disabilrt185 and sensory loss. (Ref Home Care: d81ivering personal care and pract1 support lo older people INing in their own home$ 1.7.4- NICE Guideline Sept 2015) 7. When carers are reguigrty running late between appointn*nts, appointment timings should be reviewed lo ensure enough lime has been allocaled to cover comF4etion of care tasks and Iravei time. (Ref Home Care.. delwering personal care and pr8Ctic41 8UPPOrt to older people INing in their own homes 1.4.1- NICE Guideline Sept 2015> 8. Hartlepcol Borough Coun[ should review the accesslbllty and content of home care related infonrjation on its webstte and consider introducing financial guidan¢• in line with the NHS example shown in Appendix 1 of our published report available via www.heatthwatchhartlepool.w.uk (Ref Home Care.. delivering personal care and practical support to older people Iwing In their own h¢)mes 1.2.1- NICE Guldeline Sept 2015) 9. Social care providers should Ilaise wtth HartlekKd Borough Council social workers rf a person recerving home care is isolated and has said that they would like more opwrtunitles to socialige. Whether IVS flndlng an NHS denti$( making a complaln( or choosing a good care homo for a loved one- you can count on us. Thls year over 1000 people havo reach•d out to us for advlco. 8UPPOrt or help flnding servlcu. This year, we've helped people by: Providing upttrdate infomialion [pIe can trust Helping people access Ihe Serve8 they need Supporting people to look after their health Slgnposting people to additional support services 14
On the 24th of March 2025, Healthwatch Haruepool, womng in partnership wrth the Tees, Esk and Wear Valley Mental Health Foundation TrusL held a Communty Hearth & Wellbeing Engagement event the Council Chamber, Hartlep(M)l Borough Council. The event was attended ty over 50 wple. includlng members of the public. along with both statutory and VCSE organisations from the local area. Our event provided an opportunity lo lislen to presentations from various clini¢ians and directors from TEW, which was then followed ty a Question & Answer session. HeaMhwatGh Hartlepool has continued to build on the sutrRss of it's virtual Goffee rwnings. We strive to be as inclusive a$ possible in the ways in which we mMunicate wtih and provvje information to residents in Hartpool. some people. attending meetings in person can be challenging so we have Continued to hold regular virtU81 coffee momings. This gives varfous health, care and communty & voluntary seGtor servicé providers the opportunity to tslk about services and developments to an audience they othetwise would not reach. It can abo provKle a secure setting, in which a dtffi¢ult issue can be disGussed in a sensitNe and supportive environment. Example- Following enquiries received about the 'Do Not Attempt Cardio- Pulmonary Resuscitation,. Zoe 800th, Lead Nurse for Palliative and End of Life Care at North Tees and Hartlepool, attend&J a virtual coffee nKming to discuss DNACPR. Sh8 explained that cardio pulmonary resuscitation (CPR) is an emergenGy treatment, which can sometimes restart the heart and breathing lyJt is not appropriate in all cases. For example, rf someone is rA)ming to the end of their life be¢4use of an advanced and irreversible Illness. their heart and breathing shouk1 be allowed to stop as part of the normal process of tying. She advised about various aspects of DNAPCR, dispelled common myths and answered questions on the topic. She shared the importance of raising public awareness atout discussing DNACPR and crucialty that a DNACPR dlscussion or documenl does not mean that treatffEDI and Care will not be given. Other Contributor8 at virtual coffee momlngs have included- Neil Harrison - Adult Services {Hartlepool Borough Council) Catherine W8keling- Starfish Health and Wellbeing Abigail Ray~ Publ H8alth- (Hartlepool Borough Councll) Jane HaTvey- Communlty Pharmacy- (Tees valley) Joan Stevens- Heatth Scrutiny- (Hartlepool Borough Councll) Together th our in-person events, workshops and regular newsletters. our virtual Coffee mrnings bMII continue to play an important part in our developing communication and engagernent approaches. Trainin & D8velo ment Heatthwatch HartleFM)ol has a deep commknient to continuous improvement and for this reason we invest in our staff and volunteers. During 2024125 we contlnued to provide 8 wide range of tralnlng and developmental opportunities to volunteers and staff. The aim of our tralning offer Is lf0k1, to addrv88 identtfied organisational 15
requiroments, and to provide rsonal and 8ki118-based development opportunities. Thls year saw a focus on the recrultment and devebpment of our new volunteers and the dev&lopmen of our in-house IT capabIles, which are both refiected in the training that was &cessed and delivered over the course of the year. Summary of Key Tralnlng and D•v8lopment Events 2024125 New Voluntser Indudion Tralning- (7 x 1.1 sessions) Enter and Refresher Training- (1 session x 7 participants) Introductron to Enter and View-14 x 1.'16ess)ns} Smart Sur¥ey TTrining- (3 sessions x 2 parti¢ipantsl Dats Upbad and Management Tr8ining {3 sessions x 2 participants) Disability Awareness Training - (2 sessions, x 2 partIPants) Challenging Health Inequaltlles (1 sesston x 1 participant) Dementia Awareness {1 session x 8 partrcipants) Sen$ory Loss and Communicaion (1 session x 2 participants) Equlty, Diversty and Inclusion- (2 sessions x 2 participants) Disabilty Awareness- (2 sessions x 2 partiopants) Modem Day Slgvery Awareness Tralning- (1 session x 5 participants) Young Adults Mentsl Heakh - {1 s10n x 1 part1pant) Mental Health and Deafness- {1 session x 1 parti¢iP8nll North Tees and Hartlepool Hosprt81 Trust Discharge wkShOp- (1 $esSn x 8 partlcipsnts> CQC Intermedlate care Workshop- {1 sessron x 3 partlclpants) Improving Dementia Care Skllls (Teepa Snow) (1session 2 x participants) Section E Financial review 16
Brlef statement of the charfty's pollcy ¢)n resenres Per our Annual Report Healthwatch Hartlepool holds ieserves in respec of liabilitses end in res of any future redundancy cxjsts. Detslls of any funds matorlally In dellclt NIA Furth•r finan¢lal review detalls (Opllonal Inforniatlon) You may choose to include additional inforrnation, vihere relevant about: the charity's prinrApal urces of funds (induding any fur¥Jraising)' how expenditure has SUPFQrted the key obl118S of the charty., investmenl policy and obpctives including any ethical investment polic adopted. Healthwatch Hartlepool is Solely funded by H8rtlepool Borough Council as a commissioned service to deliver Local Healthwatch in accordance with the ststutory requirements laid out in the Health & Scrial Care Act 2012. From time to lim8, we do undertake additional, commissioned, consultalion pieces of work if they fit in with our strategic objectives and published work programme. All rrK)nies have been directed to achieve our strategic objectives wtthln the specification of our contract with Hart001 Borough Counryl and articulated in our Govemance Framework. At the present time we do not hold an inv85trnent poly due to the nature of our work. Section F Other optional information A message from our Chalrman Jane Til. Another year has passed, and On again, I'm pleased to Sha our ioumey at Heallhwatch Hartlepod. It has been an incredlbly busy and productive year. and I firrn believe we have fulfilled our statutory duties while strengthening our collaboration with the North East & North Cumbria INENC) Integrated Car8 Board (ICB). Our contributions to the Inte9rat8d Care System have been whjety recognised as invaluable across the region. We have continued to engage with residents both digitalty and in person. This year reinforced an inwortant lesson.. effedive communication is key. This was especially evident in our recent report on the Universty Hospllal Tees, a collaborative effort with Healthwatch t8ams across Tee5 Valley, County Durham, and North Yorkshire. Further collaboratlon wilh the 12 North East Healthwatch groups resulted in a comprehensfve report for the North East Ambulance Service, contribuling to the review of the Twst's Clinical Strategy. Our work has exiended across several important areas, induding Enter & View activities in nursing and residential care homes. We also published a detailed report on 'Home Care, and organised town4vide awareness events on key health issues such as the Hospftal Group Model, the NHS 1I>Year Plan. Women's Health, and Communlty Wellbeing. These initiatives wouldn't be possible without tho valued support of North Tees & Hartlepool NHS Foundation Trust, Tees, Esk & Wear Valley (Mental Health) Foundation Trust, Hartlepool & Stcckton Health {HASH), and Hartlepool Council's Public HeaKh team, Ytho have helped us inform resSdenls about avaiLgble seNices in the area. Mental heath remains a top priority, and we proudly celebrated World Mental Health Day by partnering wlth numerous organisations for a highly Sl$$fUl & meaningful engagement event. Additionalty, our G.P. Access resource has continued to be a valuable tool for both our partners and the wider community, helping residents nnect wlth relevant services. 17
Our Volunteer Steerlng Group has remain8d highly aclive, meeting both tn per80n and onllne to drive important work forward. Their commitment to leaming has been evident in the many guest sFeakers they've welcomed across the Heath & Social Care spectrum. I would also like to express my heartlelt gratitude to our Board members, who dedlcate their time so generously, as well as lo our Chief Executlve Christopher and the staff team. Their abilty to adapt to the evolving Integrated Care Boardl8ndspe has been nothing short of remarkable. Looking ahead, l am hO[ul for continued progr&$8 and success in the coming year as we navigate the new NHS 10 year plan. 'Finally, a sFrtial acknovAedgment to our Incredible volunteers-Heahhwalch HartlèFooI wouldn't be the same without you. Your de(lication is vitsl to our work, and in the year ahead, you 11 pLqy a key role in monitoring our new progrnmme that includes improvlng pathways for IndidUal$ living wf(h Autism andlor a Learning Disabilty. Section G Declaration Tho trustees declare that they have approved the trustees, report abovo. signod on behalf ot th8 charlty's tru8tees Slgnaturel8) Full namo181 Posltion {eg Socretary etc.) Jane Til Tony Raine Chairman Director of Finance 27th November 2025 18
CHARITY COMMISSION FOR ENGLAND AND WALES Hwtthw•tch HA•POOl 1165402 Receipts and payments accounts CC16a Forthe perlod Yrom 1slA 12024 To 31st 2025 Section A Receipts and payments Unrestrf¢ted lunds Restricted lun( Endowm8nt funds trJth• n••r•rt £ bith&nrel th•nMwg#£ Total fund L•t y• fOlh• toljw nHrwt£ A1Rw 12 1243•7 Hart 761 761 tot• ARJ 1nA A2 A8a•t and Inv•stm•nt sal88. Ise•tablol. Totsirects 1n.465 173A86 enls OrwthnEA Co Cos Pts5, Rourn htre•nd td•thn• 12a,•JS 128.4 Sub total A4 Amet and inv•stment urchaw6,Ig tsbl• Sub total 16Bm7 1WD7 Iletof reCeI(paYnnts) AS Tran8f8rn b8tW8en funds AO Cagh fund5 last yoarend C•sh fuftds this y•8r•nd 57J17 17A17 CCXX R1 ISS 26m112026
Section B Statement of assets and liabilities at the end of the period Unrestrtct•d Ra•trl¢ted Endowm•nt fundg fund5 lund$ bj n•4r•K£ •st£ Catsgorles Dotslls B1 Cash fund8 C•h * Bar 67.317 Total cash funds 57.317 4>>J)I p4reemnt Erffjr Unrestrid•d funds R85trfct funds •) nHr•Jtt End¢)wmgnt lundg Deta115 PWA FuAd#+thh eurrnrtv•• 0•ts118 B3 Investhnt assets Déta51$ qtb B4 Assets rotalnod for tho charlty's <)wn u•e Ftyfydtowhkh Oils 85 Llabllttles S(gnJ behac¢all thetrv8to0& S&w8tyJre Prfnt Name Dat¢ of 8Th11 Anthony Rain8 2q KX R2 xewntsiss)
CHARITY COMMISSION FOR ENGLAND AND WALES Independent examinerfs report on the accounts Section A Indèpendent Examiner's Report Report to the trustwsl mernbgr5 of crtY Name Heahhwatch Hartlepool CIO On accounts for tho ermled 31 * March 2025 Charlty no (if any) 1165402 Sot out on pages Ir8memb¢r wge numbers of add.0@1 sh8eis1 Respoctive The Charity's trustees are responsible for the preparation of the accounts in ponslbilities of ardance with the requirements of the Chariiies Act 2011 (Ihe Act.). trustoes and examiner The charity's trustees conslder that an audit is not required for this year under seclion 144 of the Act and that an independent examination is needed. It is my resnSIbl1ty to: examine the accounts under seCtn 145 ofthe Charftles Act, to follow the applicxble Directions given by the Charity Commission {under section 145{51(b) of the Act. and to state wh8ther particular matters have C¥)me to attention Basls of Independent My examination was carried out in accordance wilh general Directions given examlnevs statèmént by the Charity Commission. An examination includes a review of the accounting records kept by the charty and a comparison of the accounts presented with those rOrdS. It also indudes consideration of any unusual items or disclosures in the accounts, and seeking explanations from the trustees conceming any SUGh matters. The procedures undertaken do not provide all the evidence that would be required in an audit, and consequentty no opinion is given as to whether the accounts present a 'true and fair, view arKJ the report is limited to Ihose matters set out in thé statement bek)w. Independent In connection wtth my examination. no material matters hav8 come to my examlnefs statement attention (other than that disdosed below ') which gives me cause to bélieve that in. any matertal respect.. accounting records were not kept in accordan with section 130 of Ihe Charilies Act or the accounts do nrA accord with the accounting records I have no concems and have cJ)m& across no other matters in o)nnection wtth the examination to which attention should be drawn in order lo enabl8 proper understsnding of the accounts to be rea¢hed. . Please delete the words in the bk@t$ rflhey do not apply. Slgned: Date: zi I Name: Les Relevant professlonal qualificatlon{s) or body (rfany): IER May 2019
Addrèss: .¢¢xa &&s Section B Disclosure Only complete rfthe examiner needs to highlight matters of Concern (see CC32, Independent examination of charity acc¢nts.. directions and guidance for examiners). Give herg brlef dgts118 of any Itoms that the examlnor wlshes to disclose. IER May 2019