You said, we did

Both Chorley and South Ribble CCG and Greater Preston CCG continuously seek feedback on the services we procure. We also involve members of the public when we produce patient or public facing information.

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 meets every 6 weeks with the CCG and our maternity service provider to shape maternity services. Intelligence gathered at the meetings is fedback at source, allowing our provider to hear first-hand about issues for women and families. 

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
  • Workshops
  • Online surveys
  • Social media (insert FB and Twitter) details
  • Public facing events like the Health Mela

In addition we also use complaints data to help improve the services we commission. Our bespoke customer care team investigate complaints and signposts to an advocacy service.

 

Below is a list of outcomes from a variety of public engagement around clinical policies:

Assisted Conception Policy Public Engagement Outcomes v3 (PDF 105KB) 

Complementary Alternative Therapies Policy Public Engagement Outcomes v2 (PDF 54KB) 

Cosmetics Policy Public Engagement Outcomes v4 (PDF 104KB) 

Endoscopic Knee Procedures Policy Public Engagement Outcomes v2 (PDF 100KB) 

Funding Insulin Pumps & Glucose Monitors Policy Public Engagement Outcomes v2 (PDF 104KB) 

Glucose Monitors Policy Public Engagement Outcomes v3 (PDF 104KB) 

Insulin Pumps Policy Public Engagement Outcomes v3 (PDF 55KB) 

Surgical Release of Trigger Finger Policy Public Engagement Outcomes v2 (PDF 99KB) 

Surgical Treatment of Carpel Tunnel Syndrome Policy Public Engagement Outcomes v2 (PDF 101KB) 

Tonsillectomy Policy Public Engagement Outcomes v2 (PDF 101KB) 

Audiology:

Audiology Review - outcomes and next steps Final (PDF 465KB) 

Audiology presentation 11 March 2019 Final (PDF 777KB) 

Hearing Aid Services Pack for CCGs (PDF 356KB)

Final Audiology specification (PDF 762KB) 

 

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:

https://www.chorleysouthribbleccg.nhs.uk/?page=patient-voice-committee-pvc

 

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 cons

 

 

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 (PDF 754KB)

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

 

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 (PDF 367KB). Some question and answers (PDF file 152KB) 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 (PDF 148KB). Some questions and answers (PDF 149KB) about this new policy are also available.

A feedback report from the engagement exercise is available to view here: Low priority prescribing report (PDF 566KB)

The process aided medication reviews.

 

Savings made on prescribing that could be invested in other parts of the healthcare system