You said, we did
The CCGs continuously seek feedback on the services we commission. This could be new procurements, service re-design or on any public facing information we produce.
We have groups such as the Patient Advisory Group and the Young People’s Health Advocates who meet to give us their views in relation to local health services. Our Maternity Voices Partnership meet regularly with the CCG and our maternity service provider to shape maternity services.
Intelligence gathered at all our meetings are feedback at source, allowing our providers to hear first-hand about issues that are raised.
We also have our Involvement Network, for people who can’t commit to attending meetings for any reason, and for people who would prefer to be kept informed and give their views through email or by letter.
To ensure that we communicate our engagement opportunities as far and wide as possible, we have forged really good working relationships with the Voluntary, Community and Faith Sector (VCFS). We attend their networks, we send out information and briefings. We have done bespoke, targeted engagement with harder to reach groups too. We also have VCFS representatives on our Patient Advisory group. You can read more about targeted engagement and our work with the sector in our patient involvement assurance reports.
We often work with our providers and engage with their service user groups whenever possible.
We use a range of formats to engage with our local population;
- Face to face meetings
- Focus groups
- Online surveys
- Social media
- Public facing events like the Health Mela
Below is a list of outcomes from a variety of public engagement around clinical policies:
The table below highlights some of the activity our patients have been involved in and continue to be involved in;
You said, we did
|Date||Topic||Type||Who engaged with||Method used||You said||We considered||We did||Outcomes for patients|
|Ongoing||Our Health Our Care (OHOC)||Service transformation||All members of the public||Public facing events Workshops Online surveys bespoke engagement||All the findings so far can be found on the OHOC website. https://www.ourhealthourcarecl.nhs.uk Details of engagement can also be found in our patient involvement assurance reports.||Ongoing||Ongoing||Ongoing|
|April 2018 ongoing||Maternity services||Service improvement||MVP Service users||Meetings Walkthrough the maternity unit MVP Facebook||The delivery suit was dated and uninviting There needs to be more done to improve the environment for bereavement (stillbirths, miscarriages etc).||All feedback gathered was shared with our maternity provider. Everything has been considered.||The corridor leading to the delivery suite has been furnished with signage and pictures. The delivery suite has been re-vamped. Each room has mood lighting, appropriate chairs and beds. Plans are in place to refurbish the bereavement suite. The MVP is working with the provider to fund-raise to support this.||Safer birth, Improved patient experience of giving birth Supporting the bereavement process|
|Nov 2017 - ongoing||The Haven (crisis café)||Procurement||Involvement Network PAG Young People’s Health Advocates Stakeholders VCFS||Workshops Online surveys Focus groups Meetings||A need for a ‘drop-in facility’ would be most welcome. The service would have to be accessible and easy to get to. The service would need to be appealing to younger people. There needs to be a partnership approach.||All of the feedback has been considered||We have procured a service for people aged 16 and above that provides a safe space for anyone seeking emotional support and advice.||Easy to access a range of mental health services.|
|Oct 2017 - ongoing||MH2K||Research||Young People’s Health Advocates Young People||Roadshows Meetings Online surveys||A panel of young people came together to galvanise the thoughts of other young people in relation to mental health. Over 1,000 young people were involved.||Five key findings came out of the research the full report is available here: MH:2K Report Lancashire 2018 final for circulation||MH2K researchers are working with CCGs Local district councils Health providers Education providers to implement the recommendations.||Improved understanding of young people’s needs by health, care an education commissioners and providers. Improved mental health for young people|
|June to September 2019||Station Surgery||Decision needed to re-procure or disperse patients following the sad passing of a single handed GP.||Registered patients, members of the public and other stakeholders||Face to face drop in sessions Online surveys Hard copy surveys Question box Targeted with hard to reach patients Social media||
Patients wanted the surgery to remain open saying that:
• They loved the surgery
• They had great patient experiences
• The surgery was easy to access
• The surgery is an integral part of the community
|All of the feedback||The feedback was presented to the Primary Care Commissioning Committee (PCCC) who agreed to keep the practice open and re-procure.||
Continuity of careContinued positive patient experiences
|August 2019||Patient and Public Expenses Policy||Policy||CCG Patient Advisory Group||Electronic (email)||The CCG’s Patient and Public Expenses Policy was due for a refresh in line with the CCG’s policy review cycle. The policy was refreshed in line with the NHSE PPV policy and sent to PAG for their comments.||
Uplifting the amount paid for car mileage
Uplifted the amout paid for car mukeage
|Better support when attending any of our engagement events.|
|January 2019||Moving well physiotherapy||Service user feedback Complaints||Service users||Customer care data Service user data.||Long delays in getting a first physiotherapy appointment||Our provider tracked why people were waiting longer than expected. As a result of high demand in the self-referral element of the service, our providers reviewed how they could reduce waiting times.||A telephone assessment service was introduced. Patients referring into the service were contacted by the provider and had a telephone assessment conducted. Exercises discussed with patients for immediate start.||Shorter waits for an appointment. Earlier commencement of treatment.|
|January 2019||Out of hours verification of death||Service user feedback Complaints||Service users||Customer care data Service user data.||Delays in verifying death out of hours causing distress to family members||We fedback information to our service providers.||A working group was formed. A policy was developed outlining roles and responsibilities. District nurses trained to verify death out of hours.||More dignity for the deceased patient. Less distress for bereaved families.|
|August 2018||Moving Well service leaflet||Patient information leaflet||PAG Provider service users Involvement Network||Complaints data||The leaflet has the right balance of information. The images on the leaflet don’t reflect the discipline. Could there be more service information and contacts on the leaflet? Some of the links don’t work. Cfs information needs to be in a language that people living with cfs understand. Sub contracted service logo is bigger than the NHS one.||Changing the images. Putting more service information and contacts on the leaflet. Could there be more service information and contacts on the leaflet? Checking the links. Cfs information needs to be in a language that people living with cfs understand. Sub contracted service logo is bigger than the NHS one. Cfs information needs to be in a language that people living with Cfs understand. Sub contracted service logo is bigger than the NHS one.||Images changed to reflect the feedback. Main contact details added as the leaflet will be wordier and not as accessible with too much detail on. Links checked and updated where needed Cfs section re-written by a patient. NHS logo re-positioned line with NHS brand guidelines.|
|August 2017 - August 2018||Integrated MSK service||Procurement and service Mobilisation||Patients PAG Service users Involvement Network Provider patient networks||Mixed methods; Online surveys Face to face discussion Focus groups Face to face surveys Competitive dialogue process Procurement panel||Patients told us over a period of time that: Services in respect of MSK are fragmented Pathways are confusing Services should be more ‘joined-up’ There is no service for CFS/ME Appointments should be more flexible||We considered all of the feedback. Through the competitive dialogue process, we have had patient involvement all the way through the commissioning cycle.||We listened: We held focus groups, we visited patients at condition specific support groups and we visited patients at condition specific clinics and we undertook surveys. We analysed customer care and patient experience data. We invited patients to get involved in the procurement of a new, integrated service. We ensured that patients were involved in the early discussions with current providers, the competitive dialogue sessions held as part of the procurement process, the selection process and the mobilisation phase. We designed an integrated service that incorporates rheumatology, physiotherapy, musculoskeletal, pain management and chronic fatigue syndrome services that operates evening and weekend appointments. Patients are now helping us implement the service and are helping to co-produce ‘Moving Well’ public facing information and promotional materials.||An integrated MSK service designed with patients, with expert patients informing the service specification. An easier to navigate system Fewer hand-offs Appointments available at different times of the day/ week in clinics closer to home.|
|May 2018||Refresh of customer care leaflet||Patient information||Involvement Network PAG||Online (email)||The leaflet is clear and concise. Could there be more services on the leaflet? Easy to read. User friendly.||Putting more service information on.||Not enough room to include all suggested services so we added our main providers and other key contacts.||Easier signposting to making a complaint. Setting out expectations for patients. Patients understanding their rights when making a complaint.|
|Dec 2016||Gluten Free and prescribing||Policy changes||Members of the public PAG Involvement network VCFS networks Service user groups||Online and hard copy surveys Meetings Focus groups||Changes in relation to ‘low priority prescribing’ in line with many other NHS organisations in Lancashire and nationally. Stop prescribing the products. Products are available over the counter. We cannot afford to pay for these. Gluten free (gf)products are expensive We need to eat bread||Working with the medicines optimisation team, the CCGs considered all the feedback.||Information in respect of a healthy gf diet was produced. There are some exemptions to the policy that were communicated to patients. You can read the new Prescribing for clinical need policy here. Some question and answers about this new policy are also available. In addition, gluten free food will no longer be available on prescription. You can read the new prescribing of Gluten Free Food Policy here. Some questions and answers about this new policy are also available. A feedback report from the engagement exercise is available to view here: Low priority prescribing report.||The process aided medication reviews. Savings made on prescribing that could be invested in other parts of the healthcare system|