Winter Engagement Fund 2023/24 – Insight and Learnings

Executive Summary

This report explains the activities and events funded through the South West London Winter Engagement Fund 2023/24. The fund gave grants of up to £500 to local community organisations to help people stay healthy and get the right information about NHS services during winter. The organisations also asked people for feedback to help improve future winter planning.

What we aimed to deliver:

The main goals of the programme were:

• Promote winter health messages, such as getting vaccinations, using the NHS App, accessing mental health services, and going to pharmacies.
• Support communities that are most at risk due to health inequalities, focusing on areas with the highest need.
• Reach key groups, including parents with young children, people aged 65 and older, and those at higher risk of health problems.

What we did

• Funding and reach: We gave money to 90 community organisations across six areas: Croydon, Kingston, Merton, Richmond, Sutton, and Wandsworth.
• When activities happened: The organisations ran their activities from December 2023 to February 2024, a time when winter health issues can cause more pressure on the NHS.
• Targeting the right areas: We gave money to the areas that needed it most, using data to decide where to focus support.
• Community support: Local organisations and trusted groups helped share messages and made sure everyone knew about the services available.
• Making information accessible: We made sure that information was available in multiple languages and in easy-read formats to help people who might have difficulty reading.

What we learnt and the impact

• Nearly 7,000 people took part in events and activities across the 90 funded organisations. These events reached people from 53 different ethnic backgrounds and covered all ages.
• We focused on reaching people who are often left out, including older adults (65+), parents of young children, and people who may need extra support.

What people said they will do differently

• After attending the events or activities, people said they would:
  • Get a vaccination.
  • Use NHS services like NHS 111 or go to a pharmacy for help.
  • Access mental health services.
  • Share information with their families and friends.
  • Feel more confident using local health services.
  • Find out more about mental health services.
  • Use the NHS App to access services.

Building relationships

• We worked our community and voluntary sector organisations in South West London, strengthening our partnerships with trusted organisations in the area.
• By asking people for feedback, we gathered valuable insights to help improve future winter health campaigns and improve our future rolling grants programme.

Helping people to talk about health services

• We encouraged people to share information with their friends and families, helping to share messages and spread the word (the snowball effect).
• We provided translated materials and easy-read versions to help people who don’t speak English as a first language or who have disabilities.

Conclusion

The Winter Engagement Fund helped people understand how to stay healthy during the winter months and where to get the help they needed from the NHS. It also raised awareness about using services like pharmacies, NHS 111, and the NHS App, which can help take the pressure off NHS services. The information and feedback we gathered from this programme will help us plan future campaigns and improve our future rolling grants programme.

By working together with local community organisations, we were able to reach people who may not have known about important NHS services, building trust and helping them take care of their health.

Introduction

This report details the activities, events and insight collected as part of the South West London Winter Engagement Fund for 2023/24.  It includes key learnings from the grant programme which will be used to inform our future winter engagement approaches.

Grants of up to £500 were offered for organisations to support their communities to stay healthy and well and signpost to local NHS services and support aligned to our winter priority campaigns.  As part of this funding organisations were required to collect insight and feedback from people and communities in South West London (Croydon, Kingston, Merton, Richmond, Sutton, Wandsworth) to help inform local winter planning. Each funded organisation was asked to fill out a feedback and evaluation form to capture this insight and learning.

We worked closely with our community and voluntary sector, our communication and engagement colleagues and networks to help us promote the fund via trusted local voices and organisations enabling greater engagement with our communities.

Funding was distributed by Croydon Voluntary Action (CVA) who on behalf the South West London Voluntary, Community and Social Enterprise (VCSE) Alliance managed the grants process across South West London.

What did organisations do?

Funded organisations hosted a variety of events and activities to share essential health and care information, making sure people understood how to stay well during winter. They used accessible formats tailored to their communities, including online resources, printed materials, and translated leaflets covering key topics such as pharmacies, NHS 111, vaccinations, childhood immunisations, mental health support, and the NHS App.

To encourage meaningful engagement, organisations designed interactive activities and sessions where people could receive information, ask questions, and share their experiences of health and care services. Nearly 7,000 people participated in events from across 90 community and voluntary sector organisations, but the programme’s impact is expected to extend far beyond this through the snowball effect, as attendees share what they learned with their families and wider networks.

What did we do?

For 2023/24, the Winter Engagement Fund was designed to:

• Help people stay well during winter, particularly in Core20+5 areas, by promoting vaccinations and addressing wider winter pressures.
• Engage key target audiences, including parents of children under 12, older people over 65, and other at-risk populations.

A total of 90 voluntary and community sector organisations received funding to run activities between December 2023 and February 2024. Funding was distributed across six boroughs based on Core20 population data, 2021 ONS population estimates, and our PLUS5 communities scoring tool.

The Winter Engagement Fund plays a key role in South West London’s winter campaign, supporting NHS operational pressures by:

• Encouraging people to use pharmacies and NHS 111 for non-emergencies, particularly during industrial action.
• Supporting informed discussions on vaccinations and childhood immunisations, especially in areas with low uptake.
• Promoting access to mental health early intervention services to prevent crises.
• Increasing awareness and uptake of the NHS App, making it easier for people to access key services.

Funding distribution across boroughs

• Croydon – 33 organisations funded
• Kingston – 6 organisations funded
• Merton – 15 organisations funded
• Richmond – 8 organisations funded
• Sutton – 12 organisations funded
• Wandsworth – 16 organisations funded

To ensure information was accessible, materials were produced in Easy Read and translated into multiple languages, including Gujarati, Urdu, Polish, Ukrainian, Arabic, Tamil, Somali, Portuguese, French, and Romanian. This approach ensured that people for whom English is not a first language received the right information and support to stay healthy during winter.

Ethnicities represented

The engagement programme reached a diverse range of communities, including:

• African & Black Heritage – Black African, Black Caribbean, Black British, Black Ghanaian, Black Congolese, Black Nigerian, Black Sierra Leonean, Black Somali, Black Sudanese, Black Angolan, Black Malawian, Central African.
• Asian & South Asian – Afghan, Filipino, Goan, Indian, Iranian, Iraqi, Japanese, Korean, Kurdish, Malay, Pakistani.
• Arab & Middle Eastern – Arab, Egyptian, Lebanese, Libyan, Yemeni.
• European – British, White British, White Scottish, White Welsh, White English, White Irish, White Northern Irish, White Channel Islands, Eastern European, Polish, Portuguese, Italian, Ukrainian, White European Mixed, White Other Eastern European, White Other Western European.
• Latin American & Mixed Heritage – Latin American, South/Central American, Asian and White, Black and White Mixed, Multi-ethnic Other.
• Gypsy, Traveller & Other Communities – Gypsy or Irish Traveller, Jewish, Muslim, Polynesian, Lingala, Sudanese, Tanzanian, Thai, Turkish, Turkish Cypriot, Vietnamese, Zimbabwean.

Types of activities and events

Organisations delivered a wide range of activities tailored to their communities, including:

• Wellbeing and mental health support: mindfulness sessions, art therapy, and mental health-specific events.
• Physical activities: football, badminton, yoga, and line dancing.
• Health and financial information: talks on winter awareness, financial advice, and NHS services.
• Community support: coffee mornings, drop-ins, and partnership events with Citizens Advice Bureau, pharmacies, and homeless shelters.
• Cultural and faith-based engagement: festive and religious events.
• Practical support: cooking workshops, food bank sessions, and English language classes.
• Focus groups and discussions: providing a space for people to share experiences and feedback on health and care services.

How organisations were supported

All funded organisations received dedicated support from Croydon Voluntary Action (CVA), which managed the grants process on behalf of the South West London Voluntary, Community and Social Enterprise (VCSE) Alliance. This support was provided at various stages of the programme to ensure organisations could effectively deliver their activities.

Before the application deadline, CVA hosted a grant programme launch event, outlining funding expectations and available support. Organisations also had access to guidance and advice from CVA and other VCSE infrastructure organisations across South West London.

For successful applicants, structured support was provided to help them get started. This included guidance on evaluation questions, key information about winter pressures, access to translated materials, and resources for confident conversations training including the three ‘A’s model – Ask, Assist and Act. Organisations were also signposted to additional tools and resources to support their communities.

For those unsuccessful in their applications, CVA offered feedback on submissions and signposted organisations to future funding opportunities and support services, ensuring they remained connected to potential resources for their communities.

Key insight by health and care area

Pharmacies

There is some caution in using pharmacies. Some communities are not aware of the services offered at local pharmacies and the qualifications of pharmacists. Some prefer to go to their GPs and felt pharmacists often signposted them back to their practice anyway. 

Key insight

• There is a general lack of awareness about the full range of support pharmacies can offer, with most people mainly using them for acute illnesses and support. 
• Some people believe pharmacists often redirect patients back to GPs regardless of the health issue.
• Many people were not aware that they could receive health checks such as blood pressure readings at their local pharmacy.
• Some people were worried about having confidential conversations in open plan pharmacies.
• Mixed experiences were reported regarding prescription services, some felt restricted to a specific pharmacy chosen by their GP, while others had the option to choose what pharmacy to collect their medication from. 
• Delivery services were praised, though inconsistencies exist, with some pharmacies offering delivery and others not.
• Most people had a good relationship with their pharmacist and valued them as part of the community. 

“I discovered that I can approach a pharmacy for minor issues related to my child’s health.”

“Its nice to know I can talk to my pharmacy as I see them more often than my doctor”

Vaccinations

There is some mistrust and misinformation about vaccinations including Covid-19, Flu and MMR. Some people would like more information on other vaccinations including shingles and pneumonia.

Key insight

• Many people had already had their vaccinations and the main reasons for getting the Covid-19/flu vaccinations were to protect themselves and others, and to recover quicker from Covid-19.  They were pleased to have the information and opportunity to talk to a clinician.  
• Some people didn’t want to discuss Covid, saying it is still a difficult topic – holding mistrust in government and information seen online
• People who weren’t vaccinated reported concerns about side effects, fear of clots/needles and have perceptions that the flu isn’t serious.
• Many people are unsure whether they are eligible for free vaccines and there is a lack of understanding about eligibility for shingles and pneumonia.
• Some people asked about the possibility of a combined Covid and flu vaccine, and for information about other vaccines including shingles.
• Some parents/carers have concerns about the MMR vaccine, commenting on the perceived links to autism.
• Parents/carers who are keen to get their children vaccinated commented on the inconvenience of having to book a GP appointment.  They suggested bringing vaccine services to where children are in schools and community halls to make it easier for parents/carers. 

“I found the information about covid and flu vaccination very useful even though fully vaccinated”

“I will make sure that I share this information with friends and family, its important especially in a world after COVID. I feel more confident now about knowing what info is real or not.”

Primary Care

We heard issues with GP access, including not being able to get a face-to-face appointment if requested and the long waiting times for appointments. 

Key insight

• Some people feel dissatisfied and frustrated over seeing the GP for only one issue.
• Concerns around loss of walk in services.
• Some feel there are long GP waiting times and high telephone charges due to being on hold at 8am to book an appointment.  
• Some people had issues with getting GP appointments and not being able get a face-to-face appointment. Carers also commented that calling at 8am when lines open is often quite difficult.  People we spoke to with visual impairments and parents/carers booking on behalf of their child also find it difficult. 
• Desire for more social prescribing – people not knowing where to go for social support, particularly for those who are ill and isolated. 
• People who reported as not having English as their first language find it difficult to speak to their GPs over the telephone and would prefer to have face-to-face appointment.
• Some people felt the new system for getting GP appointments at their practice isn’t working. 
• Many older people valued being able to see their chosen GP and get frustrated when they only work on certain days.  
• Some people felt rushed at their GP appointments and reported long waits to get an appointment.  

“The 8am phone in at my GP for non-urgent appointments should be scrapped. I’m already at work by then, and I don’t want to take an emergency appt from someone who needs it – but there’s no scope to talk to and make a forward non-emergency time” 

“I have been trying to get an appointment with my GP as I still have a sinus infection even after a course of antibiotics. Having a chat with a GP at the event, and her suggestion of a steroid spray has made a massive difference to how I am feeling”

Mental Health

We heard frustration about the waiting times for mental health services and this causing reluctance for people accessing and using services. We heard it is not clear where to go for help and previous experiences of using services were not positive. 

Key insight

• Many felt concerned about long waiting lists and that this sometimes put them off accessing help at all as they didn’t feel they would see someone in a timely manner.
• Some mentioned that there was a lack of awareness about non-clinical services for mental health in the community. 
• Some people told us that they had received mental health support in the past and it hadn’t worked. 
• Many people felt that wider social issues impacted on their mental health and the mental health of those around them, such as housing, cost of living and shortage of food.
• Carers told us that their caring responsibilities led to them accessing, or trying to access, mental health services and early interventions would help to prevent this.
• People commented on the benefits of these kinds of activities on mental health, reducing isolation and increasing a sense of well-being. 
• Autistic people discussed frustrations with being made to wait to be seen and recommended quiet waiting rooms.
• One organisation discussed the link between learning disabilities and mental health and said that people with learning disabilities preferred face to face options with online support off-putting.

“Talking about mental health needs to become normalised in our community; thank you for bringing it up when so many people still ignore” 

NHS App

We heard that many people are unaware of what they can use the NHS App for and therefore do not use it, with others using it for one service, for example repeat prescriptions. Many older people still prefer face-to-face interactions with their healthcare professional.

Key insight

Across our communities, there is a lot of interest and positive feedback about the NHS app, however, some significant barriers remain. This includes:

• Accessibility – some people said they find using the NHS App difficult as it does not always link their patient information with their GP Practice. People who had not downloaded the NHS App, said they would prefer face-to-face GP appointments and would rather make these on the telephone. “My GP Practice does not allow the appointment making function.”
• Digital Confidence – some people did not feel confident using digital tools to access health services and expressed concern for older people, making the shift to online platforms or having a compatible smart phone. “As I get older, I feel more excluded from things because it takes me so long to learn how to use new technology. I am not very keen on using the NHS app.”
• Awareness – many people were unaware of the NHS Apps functionality and what people could do with it. “I didn’t know that I could access my results from the NHS app.  I’m going to set it up on my ‘phone.”
• Training needs – many people were open to downloading the NHS App, however, wanted further training and information about what the app can help with.“I learned I could use the NHS app to book appointments and manage vaccinations”

The impact of cost of living on living a healthy lifestyle

Many people requested more help and support in making healthier choices. The impact of the cost-of-living crisis is impacting the ability to afford healthier food and take part in activities and exercise.

Key insight

• Many people reported that the cost of living and housing issues are having an impact on their people’s mental and physical health.
• People are struggling to afford healthy food, eat well on a budget and exercise regularly.
• Many people reported using food vouchers and are struggling to heat their homes.
• Many people reported that social activities in community locations help to keep them not only active but also socially connected with their friends and networks.
• Many older people reported living on their own. Some have no family support and rely on neighbours, friends and local charity befrienders.  Many also reported mobility difficulties and found using local transport challenging to get to social activities.
• Many people welcome the warm and safe spaces but would like them to be open all year round.

“Living alone can sometimes make you feel isolated”

Croydon

Who we heard from

A total of 3,208 conversations took place.

• 33 organisations were funded, hosting 40 events and activities.
• These activities were held across multiple areas, including Addiscombe East, Addiscombe West, Broad Green, Fairfield, New Addington, Sanderstead, Selhurst, Shirley North, South Addington, Thornton Heath, and Woodside.
• The programme engaged with diverse age groups:
  • 9 organisations reached people under 18,
  • 18 organisations engaged parents of children under 12,
  • 13 organisations focused on parents of children aged 12-18,
  • 25 organisations reached individuals aged 18-25, and
  • 21 organisations reached people aged over 65.
• 37 different ethnicities were represented across the reach of the programme.

What we heard in Croydon

Mental health

• Some people feel there are long waiting times for mental health services and that crisis lines are not always helpful. There is still stigma around talking about mental health with friends and family.

Vaccinations

• Main reasons for getting the Covid-19 and flu vaccinations were to protect themselves and others and to get over Covid-19 quicker after having the vaccine.
• Reasons for not getting the Covid-19 and flu vaccinations included misinformation online, mistrust in government, perceptions that the flu isn’t serious, unsure about eligibility for the free vaccine, concerns about side effects, fear of clots and needles.
• Questions about the future possibility of a combined Covid and flu vaccine. 
• Some people were turned off from discussing Covid. It is still a difficult topic. 
• Concerns about the MMR vaccine, with some people believing it is linked to autism and unaware you can ask for the vaccine if you have not previously had it.  Lack of understanding about the eligibility for shingles and pneumonia and having three separate vaccines for measles, mumps and rubella. 

Pharmacy

• Lack of awareness of the support pharmacies can offer with most people using their pharmacy for acute illness and support.
• Most people had a good relationship with their pharmacy, however some people felt tied to an inconvenient pharmacy saying they were not given a choice to use another.

Other experiences

• Some people feel dissatisfaction over seeing the GP for only one issue with a lack of confidence in the NHS system, feeling that the NHS is deteriorating and needs improving.
• Reluctancy to see GPs based on previous experiences and concerns about a loss of walk in services. 
• Some feel there are long GP waiting times and high telephone charges due to being on hold at 8am to book an appointment.  Not knowing where to go for social support, particularly for those who are ill and isolated.

“Talking about mental health needs to become normalised in our community, thank you for bringing it up when so many people still ignore”

Organisations and their activities

• A2ndvoice – wellbeing workshop
• Addiscombe Boys and Girls club – sports/dance classes for young people and a run club for adults
• Aim High Dance Academy – holiday camp offering free sport and art activities for families on low incomes
• Alive Community Centre – food bank
• Apsara Arts – hosted a talk in Hindi followed by an exercise session
• Babyzone – winter wellbeing event
• Christian Family Concern – healthy eating and cooking sessions
• Club Soda – social event promoting wellness messages
• Community Elderly Support – holiday dinner bringing the elderly together
• Creative Croydon CIC – creative café between Christmas and New Year
• Croham Hurst Good Neighbours – NHS quiz and information session
• Croydon BME Forum – a mix of in-person and online sessions, and a coffee morning
• Croydon Neighbourhood Care Association – coffee morning
• Disability Croydon – drop-in and coffee morning for vulnerable people
• Empowering Tamil Families – health checks with their attendees
• Floating Counselling Community – group conversations about mental and physical health
• Guiding hands organisation CIC – messages with food programme
• Holistic Wellbeing Hub – Talk 2 a Brother
• HOPE THROUGH MUSIC – physical and art based activities
• Inspire New Creative Performing Arts – performing arts workshops
• Knowledge and Practice –  yoga and mindfulness sessions
• Learning Disability Alliance – two community learning disability nurses presenting accessible information to service users
• Music Relief Foundation – winter discussions with the community
• New Addington Pathfinders – “Love Yourself” event
• Project 4 Youth Empowerment – event with their food bank
• Sanderstead Neighbourhood Care – wellbeing event, music and singing
• Studio Upstairs – group and one-to-one conversations with art therapeutic activities
• The Family Centre – conversations about staying well with breakfast
• The Lois Project: WHEN – a community hub with a focus on health and wellbeing
• Ukrainian community centre – big social event celebrating Christmas
• Wellbeing You CIC – event with their monthly Welderlies Lunch Club with speakers talking about digital services
• Westbury Community Project – one-to-one sessions with the NHS

Kingston

Who we heard from

A total of 331 conversations took place.  

• 6 organisations were funded hosting 18 activities.
• These activities were held across multiple areas in Kingston Town Centre, The Cambridge Road Estate, Norbiton, Beverley, Berrylands (Surbiton).
  • 2 organisations reached parents of children under 12,
  • 1 organisation reached parents of children 12-18,
  • 5 organisations reached people aged 18-25 and
  • 2 organisations reached people aged over 65.
• Organisations reached people from 39 different ethnicities.

What we heard in Kingston

NHS App

Vaccinations

People already using the NHS app are using it to order repeat prescriptions. 

The main reasons for not using the NHS app were because people hadn’t downloaded it, not having an up-to-date phone or any device. 

Some people also reported a lack of digital skills and experiencing technical issues with the app. 

It was expressed that there is a need for additional support for people with a learning disability.

Most people had their Covid-19 and flu vaccinations.  The majority of parents were confident their children were up to date with their MMR vaccinations. 

The main reason for some children not having their MMR vaccinations was because parents needed to find the time to book an appointment to do this. They were not against the vaccination.

Some people felt that they would like to know about other vaccinations such as shingles vaccinations.

Pharmacy

Some people told us they are more likely to use pharmacy services if the pharmacist speaks their language. 

There was distrust amongst some people in pharmacists’ qualifications and people would prefer to see their GPs. 

Primary Care

People who reported as not having English as their first language find it difficult to speak to their GPs over the telephone and would prefer to have face-to-face appointments. 

Other experiences

Most people find making healthier choices isn’t always easy, in particular feeding children well on a tight budget and exercising regularly.

Activities that keep people active and are also social are highly valued.

It means a lot to people when clinicians listen to them and believe their experiences.

“It was an excellent yoga session in a wonderful setting. Information shared on NHS apps and local services that can be available via pharmacy was really easy to use”

Organisations and their activities

• Kingston Carers Network – mindfulness activities for young carers group
• Kingston Churches Action on Homelessness – winter night shelter for rough sleepers
• Kingston Mencap – focus on health at their weekly clubs in January
• RBKares – enhanced their monthly wellbeing days at the Cambridge Road Estate with a range of local services
• Korean Senior Citizens UK – Korean line dancing classes for their senior members
• Namaste Kingston CIC – range of sessions on mindfulness, financial awareness and yoga

Merton

Who we heard from

1,071 conversations were held.

• 15 organisations received funding, hosting a total of 44 events and activities.
• These events took place across Colliers Wood, Cricket Green, Figge’s Marsh, Hillside, Lower Morden, Pollards Hill, St Helier, and Wandle.
• The programme engaged with a broad range of age groups:
  • 2 organisations reached individuals under 18,
  • 3 organisations targeted parents of children under 12,
  • 3 organisations focused on parents of children aged 12-18,
  • 10 organisations engaged people aged 18-25, and
  • 10 organisations reached individuals aged over 65.
• 53 different ethnicities were represented across the reach of the programme.

What we heard in Merton

Mental health

Some people were unhappy about being offered medication by their GP as a first solution rather than therapy. 

People who have been referred to a psychologist felt ‘lucky’ given other experiences of mental health services.  

People commented that there is a lack of continuity of care with mental health professionals which is frustrating having to reexplain medical history each time. 

There was awareness that the services are stretched and people felt the help they received was limited. Long waiting times also put some people off seeking help. 

Vaccinations

Most people had already had their Covid-19 and flu vaccinations at local hub after being contacted to let them know they were eligible. 

Many people were aware of the rise in measles cases and were also aware of the negative misinformation about the MMR vaccination. 

Pharmacy

Most people were aware of services their pharmacy provided and had some form of regular interaction with their local service. They were positive about their pharmacy services.

Some people were surprised to find out that a pharmacist trains for five years. A few people were apprehensive about using their services because of a perceived lack of qualifications. 

NHS App

People who use the NHS app find it easy to order repeat prescriptions and were aware they could access their recent test results and appointment letters. 

Some expressed concerns over the NHS app’s safety.

A number of people feel there are too many apps to book appointments through and that booking an appointment via the NHS app isn’t an easy process. 

Some older people still prefer to use the telephone to make appointments – they feel ‘written off’ with more apps. 

Primary Care

Some people had issues with getting GP appointments and not being able get a face-to-face appointment. 

Many older people valued being able to see their chosen GP and get frustrated when they only work on certain days.

“I had no idea that there was a shingles vaccine, I have made an appointment to speak to my GP about it.”

“I didn’t know that I could access my results from the NHS app.  I’m going to set it up on my phone”

Organisations and their activities

• Age UK Merton – soup and weekly lunches
• Attic Theatre Company – six one-hour singing workshops for over 55s
• Avanti Mental Well-Being CIC – winter wellness warm-up event for adults with mental health conditions
• Carers Support Merton – unpaid carers coffee and conversation drop in
• Commonside Community Development Trust – weekly drop-in sessions
• Ethnic Minority Centre – weekly gentle chair based soft exercise with discussions with health care professionals
• Five ASIDE Theatre –workshop exploring African Caribbean culture, heritage, diet and wellbeing 
• Friends In St Helier – promoted NHS winter messages at their various clubs
• Friends of Hillcross – winter warmer family breakfast at the local school
• Fusion – Merton Multicultural Group “with a difference” – exercise sessions including Scottish dancing, line dancing and Zumba 
• Jigsaw4u – drop in smoothie bike activity 
• Merton Mencap – two specialist and inclusive workshops about health and wellbeing for people with learning disabilities and autism 
• Merton Vision – coffee morning with conversations about staying well over winter, meditation and exercise 
• Togetherness Community Centre – hot meals for their weekly Caribbean Social Club project
• Wimbledon Guild – winter wellbeing workshop with a pop-up vaccine centre with curling activities.

Richmond

Who we heard from

• 521 conversations were held.
• 8 organisations received funding, hosting 18 events and activities.
• These activities took place across Barnes, Ham, Petersham & Richmond Riverside, Hampton North & Hampton Hill, Heathfield, Fulwell, Teddington, Twickenham, and Whitton.
• The programme engaged various age groups:
• 1 organisation reached individuals under 18,
• 2 organisations targeted parents of children under 12,
• 2 organisations engaged parents of children aged 12-18,
• 5 organisations reached people aged 18-25, and
• 6 organisations connected with individuals aged over 65.
• 37 different ethnicities were represented across the reach of the programme.

What we heard in Richmond

NHS App

Some people were confused between the NHS App and the app used for Covid-19.

Most people who had already downloaded it mainly used it to order repeat prescriptions.

Reasons people do not use the NHS app included not having an up-to-date phone or any device, lacking confidence in their digital skills, concerns about the increase of scamming opportunities and that their GP practice is using another app they would prefer to use instead e.g. My GP.   

Some people feel that the app isn’t always effective because it signposts you to a pharmacy who is not able to help and then refers you to your GP, which they could have gone to in the first place.

Vaccinations

Main reasons for getting the Covid-19 and flu vaccinations were to protect themselves and others and to get over Covid-19 quicker after having the vaccine.

Reasons for not getting the Covid-19 and flu vaccinations included misinformation online, mistrust in government, perceptions that the flu isn’t serious, unsure about eligibility for the free vaccine, concerns about side effects, fear of clots and needles.

Questions about the future possibility of a combined Covid and flu vaccine. 

Some people were turned off from discussing Covid. It is still a difficult topic. 

Concerns about the MMR vaccine, with some people believing it is linked to autism and unaware you can ask for the vaccine if you have not previously had it.  Lack of understanding about the eligibility for shingles and pneumonia and having three separate vaccines for measles, mumps and rubella. 

Pharmacy

Some people feel that pharmacists tended to signpost back to GPs regardless of the health issue.  Other people reported having better relationships with their pharmacists and that they knew them better than their GP, valuing them as part of their community.

Some people felt it would be convenient for pharmacists to be able to prescribe more medications e.g. antibiotics. 

Some pharmacy closures are causing people to travel much further for their prescriptions. 

NHS 111

People we spoke to felt that NHS 111 online is easier to use than using the telephone service and waiting in long queues.

They also felt it is a comfort to know NHS 111 is there when you need it. 

“This is what I struggle with, talking. But I’m making myself do this and I’m really glad I have”

Organisations and their activities

• FiSH Neighbourhood Care – afternoon talk for over 50 members of the organisation in collaboration with the Citizens Advice Bureau.
• Hampton and Hampton Hill Voluntary Care – two sessions of gentle exercise for isolated older people to help them stay healthy and connected
• Richmond AID – employed a Winter Engagement Officer for four hours per week who attended their activities and ran events to discuss NHS messages. 
• Richmond Borough Mind – three events focused on the importance of talking about mental health
• Richmond Carers Centre – organised an activity at a local pub in Twickenham offering a meal for carers to give them a break from caring responsibilities and discuss winter messaging. 
• Richmond English as an Additional Language (EAL) Friendship Group – invited local organisations to attend their English language classes talking about staying well in the winter months.
• Richmond Gateway Club – healthy eating and exercise sessions.
• Whitton Community Centre, Whitton Corner Pharmacy & Visiting Angels care service – collaborated to deliver the Whitton Health Fair with information and activity stands,  and free drop-in exercise and activity sessions.

Sutton

Who we heard from

• 1,235 conversations were held.
• 12 organisations received funding, hosting 19 events and activities.
• These activities took place across Beddington & Roundshaw (Wallington), Central Sutton, Belmont, Cheam (South & West), St Helier, and The Wrythe.
• The programme engaged with various age groups:
  • 3 organisations reached individuals under 18,
  • 5 organisations targeted parents of children under 12,
  • 6 organisations focused on parents of children aged 12-18,
  • 5 organisations engaged people aged 18-25, and
  • 9 organisations reached individuals aged over 65.
• 41 different ethnicities were represented across the reach of the programme.

What we heard in Sutton

Mental health

Some people felt frustrated with long waits for referrals and appointments, with others feeling they couldn’t wait that long and therefore avoided seeking help. Some people had used counselling services in the past but felt they didn’t work for them.

Parents found it difficult to access children and young people’s services.

Vaccinations

Some people are still cautious about vaccines but found the information shared informative

Primary Care

Some people feel frustrated about booking a GP appointment – and not being able to get through on the telephone. Carers also commented that calling at 8am when lines open is often quite difficult.  People we spoke to with visual impairments and parents/carers booking on behalf of their child also find it difficult.

Some people felt rushed at their GP appointments and reported long waits to get an appointment. 

Some people were not aware that they could visit the pharmacy for minor issues.

NHS App

Many people had downloaded the NHS App for Covid-19 but hadn’t used it since, there is a lack of awareness on its functions and services but a lot of interest about its benefits.  Several people had used the app and found it helpful, but some people found the registration process complicated. People are worried their data is being used in an unsecure way.

Some people felt there was not a consistent approach for booking a GP appointment via the NHS app, as some GPs use different apps.  People tend to find calling their GP easier

Other experiences

Some felt information should always be provided in an accessible standard with some people feeling the NHS is not implementing the accessible information standard effectively. 

Many people valued the information provided on food vouchers and council services on adequately heating homes, finding it much needed at the moment.

People are struggling with affording healthy food and eating well on a budget.  They welcomed the advice and information on healthy weight.  

“I didn’t know that pharmacies offered so much other than just collecting medication. I’ll definitely use them more now as I struggle to get appointments with the GP sometimes.”

Organisations and their activities

• Asian Sports and Cultural Club – community event with a winter wellness talk from a local doctor. 
• Home Start Sutton – session with regular attendees and families about services and support
• Horizon Church Sutton – two Christmas wellness events
• Sanatan Hindu Cultural Society – celebrated the Lohri/Pongal/Makar Sankranti festivals in January, welcoming the beginning of spring.
• St Helier Charitable Foundation – two lunches with talks from professionals
• Sutton Carers Centre – gave out winter wellness information at two Christmas themed parties.
• Sutton Community Works – held an event at their Foodshop for both Foodshop and Foodbank clients
• Sutton Lodge – Sutton Older Peoples Welfare Charity – on Christmas day the lodge ran a Christmas lunch for those that would otherwise have been lonely.
• Sutton Vision – worked with their established men’s group for men who are partially sighted or blind, called Men in Shades
• Sutton Women’s Centre – organised Winter Health Engagement Event, offering warm soup, art for wellbeing and stalls with local health services.
• Wallington Community Wellbeing Charity – event to launch the Integrated Neighbourhood Team ‘Healthy You’ project in Roundshaw
• Wallington Seventh Day Adventist (SDA) Hub – Winter well being event to introduce people to NHS services

Wandsworth

Who we heard from in Wandsworth

• 824 conversations were held.
• 15 organisations received funding, hosting 20 events and activities.
• These activities took place in Battersea, Balham, Putney, Falconbrook, Furzedown Shaftesbury, Queenstown, Doddington, and Rollo (Battersea).
• The programme engaged with various age groups:
• 3 organisations reached parents of children under 12,
• 2 organisations targeted parents of children aged 12-18,
• 7 organisations engaged people aged 18-25, and
• 3 organisations reached individuals aged over 65.
• 45 different ethnicities were represented across the reach of the programme.

What we heard in Wandsworth

NHS App 

Some people were not aware of the different uses of the app. 

Family members we spoke to reported helping their older friends and relatives to navigate the app. 

Some people suggested having a more accessible version of the NHS app for those with learning disabilities. There were concerns about the increasing number of services online and some caution in using the app from some older people. 

Vaccinations

There were mixed feelings from people about getting the Covid-19 and flu vaccines. People welcomed having a clinician to answer questions and found it useful. There was interest in finding out more about the importance in continuing to have the Covid-19 vaccine given it is not in the news currently. 

Not all carers we spoke to were aware they are eligible to get a vaccination. 

Pharmacy

Some people were not always aware that pharmacies offered blood pressure tests.  

Some people were concerned about using pharmacies because of the perceived lack of privacy. 

There were also worries from some people that if you have multiple chronic conditions a pharmacist wouldn’t be able to help.  Worries that they may prescribe the wrong medication.

Other experiences

Some people were happy with their GP services, whilst others we heard from were frustrated by the long waiting times for GP appointments, appointments being cancelled and feeling rushed when getting to speak to a clinician.

Some people felt the new system for getting GP appointments at their practice isn’t working. 

Those we spoke to felt there needs to be better access to fresh and healthy food. They would like more scheduled healthy activities for Wandsworth residents. 

Some carers experience stress and are worried that if they become ill they will be unable to look after the person they care for. 

Some people expressed their struggles accessing mental health services.

“Thank you for doing something to make us feel special and looked after today. As a carer, I never get time to think about myself. It has been nice to be out and doing something on a day that can make me feel very lonely.”

Organisations and their activities

• Agoe Empowerment Network – event with guest speakers discussing the NHS app, mental wellbeing and mindful games, and offering free health checks.
• Balham & Tooting Community & Sports Club –balloon art and head scarves workshops
• Battersea mosque ‘Communi-Tea’ – ran a women’s health & wellbeing event
• Begin2Sports Group Academy C.I.C – Winter Engagement Live Talk designed to address various aspects of health and wellbeing
• Doing Others Right Caring and Sharing (DORCAS) – weekly breakfast events accompanied by interactive health talks for older adults and seniors.
• Estate art C.I.C – valentine’s lunch with a presentation by a medical doctor about winter and MMR vaccinations.
• Begin2Sports Group Academy C.I.C – Winter Engagement Live Talk designed to address various aspects of health and wellbeing
• Doing Others Right Caring and Sharing (DORCAS) – weekly breakfast events accompanied by interactive health talks for older adults and seniors.
• Estate art C.I.C – valentine’s lunch with a presentation by a medical doctor about winter and MMR vaccinations.
• Falcon Estate Residents Association – delivered free food to vulnerable residents
• Katherine Low Settlement – talk on the winter priorities to a group of elders at a coffee afternoon.
• Living Truth CIC – health and wellbeing event
• Share Community – range of activities which included sound meditation, basketball and football.
• The Baked Bean Charity –Zumba (dance fitness session) exclusively for adults with learning disabilities
• The Furzedown Project – mindfulness event with a discussion supporting mental health, healthy eating and vaccination programmes.
• Wandsworth Carers’ Centre – four events in total, two with a lunar New Year theme
• Women of Wandsworth – events in local lodges and serving free food to elderly
• Zion Community Senior’s Care Club – event with a presentation and question and answer session from a local GP.

Impact of our approach

Impact of Activities and Events
After attending the activities and events, participants reported that they were now more likely to:

• Get vaccinated
• Access mental health services
• Download the NHS App
• Share health information with their family and friends
• Feel more confident using local services
• Use NHS 111 for non-emergency health issues
• Explore mental health services further
• Visit a community pharmacy for advice or support
• Feel better informed about where to get help during strikes and the festive period

Impact on Community Engagement

1. Strengthened Partnerships – We strengthen relationships with both existing and new community and voluntary organisations, creating stronger connections with communities in South West London.
2. Valuable Insights – The engagement provided key insights that will inform our communications, operational strategies, and future rolling grants programme.
3. Raising NHS Awareness – The programme successfully raised awareness of NHS messages, including the importance of using local pharmacies and the NHS App to alleviate operational pressures.
4. Promoting Winter Wellness – We highlighted ways to stay healthy and safe over the winter, directing people to local services, support, and mental health resources.
5. Promoting Immunisation – Efforts were made to increase awareness about immunisations, their importance, and how to access them, addressing any concerns or questions that arose.

Learning, feedback from organisations and partners

Feedback from funded organisations

What worked well?

The model

• Collaborating with other health and care services to promote local services – specifically 111, NHS App and local pharmacies.
• Bringing services such as vaccinations to people who find it hard to keep appointments because of their lifestyles or language barriers.
• Encouraging physical activity during an event – there were clear benefits for participants.
• Being able to provide free drinks and food for participants to engaged with our discussions.
• Making the events fun and inclusive.
• Representation from NHS staff at events helped convey messages clearly and helps to facilitate a good conversation about services. 
• Dedicated time to spend for people who don’t have English as a first language.
• Ability to use the funding to have a winter engagement officer in the voluntary sector.

Process

• Successful organisations felt the process was manageable and proportionate to the level of funding.
• Grant payments were made swiftly (administered through Croydon Voluntary Action) – this is helpful as small organisations don’t always have big reserves to rely on.

What could have been done better?

Process 

• Start the process sooner so organisations can run events in October/November as winter starts, and have more time to plan and promote events.
• More support for smaller organisations to fill out the forms – and help to structure answers.
• Provide a word document (not just an online form) so organisations can save answers and come back to them.
• Streamline communications – too many emails, some organisations found the instructions confusing and asked for simple correspondence.
• Clearer timescales so organisations know when to expect to hear back about the process and their application. 
• Individual consent forms for photos were time consuming in a large group activity.

Leaflets

• Need for website links and telephone numbers – as not everyone has a smart phone so could not access the QR codes on leaflets
• Delivered at inconvenient times for organisation staff.
• Some languages needed for translated leaflets were not available – for example Korean.
• More information on mental health services and support available as this is such a big focus in communities.

Key Learning

• Successful promotion and support from all our partners in local authorities, Healthwatch, NHS and working in partnership with our VCSE Alliance (Merton Connected, Wandsworth Care Alliance, Community Action Sutton, Richmond CVS, Kingston Voluntary Action) and Place networks as trusted local sources of information for promotion.  This meant over double the number of applications were received compared to last year and 37 new organisations (previously unknown to the NHS) were funded.
• Funding was distributed by Croydon Voluntary Action (CVA) who on behalf the VCSE Alliance managed the grants process across South West London. This meant payments were made quickly – a real benefit to smaller organisations and grassroots groups that may not have reserves.
• The types of activities run by organisations doesn’t always make it easy to gather insight – but invaluable as a way of improving our partnerships with communities and strengthening trusted local relationships.  This will help us to plan our future winter campaigns and our approaches to effectively communicating with our local communities.

Enabling behaviour change

• Communicating and discussing the benefits of using other NHS services where appropriate (e.g. pharmacies and NHS App) helping to remove the barrier of waiting for a GP appointment which may prevent people from getting help.
• Building trust in other services e.g. raising awareness of a pharmacist’s qualifications. 
• Increasing awareness of other services which may be more convenient and quicker to use e.g. NHS App. 
• Building confidence in self-care and signposting to the NHS website. 
• Using clinicians and local community and voluntary organisations as a trusted source to deliver key messages and answer questions. 

Enabling conversations

• Reaching communities that wouldn’t normally be engaged with through a mix of online and in person sessions hosted by trusted organisations.
• Reaching people who are digitally excluded by having face to face conversations.
• Encouraging word of mouth and further communicating to families and friends (snowball effect).
• Using translated materials with clinicians and translators for communities where English is not a first language.
• Easy read formats available for those that need them, e.g. learning disabilities.