Engagement on our approach to public involvement

How we seek the views of patients, the public and their representatives about our approach to public involvement

Involving patients, their families and carers in the development of healthcare services helps us to ensure that we commission the right services to meet the health needs of our population. When seeking feedback about our commissioned services, or where changes to health services are proposed, we are careful to arrange appropriate patient and public involvement activities from all sections of our communities.

We appreciate that it is our patients who know their communities the best, and so we use a variety of methods to seek their feedback on how we engage with their communities and our wider population of Lincolnshire. Some of these methods include:

  • Surveys
  • Verbal Feedback at engagement events
  • Comment Boxes
  • Email feedback
  • Patient Council Feedback form
  • Patient Council Evaluation form
  • Patient Council – we take information there and ask for the best ways we can engage or
  • how different groups can support our engagement activities ie Patient Participation Groups.
  • Event Evaluation forms
  • Facebook polls
  • Listening Clinics
  • Seeking the view of our Viewpoint panel

You said we did 2


Some examples of how we have listened and acted on this feedback is shown below:

You said:

At the Lincolnshire East CCG Patient Council meeting held on 27 February 2019, patient council members told us that “It is important to ensure when equality and diversity is being discussed that travellers are not missed off” for our population.

 

We did: 

We arranged for the Healthwatch Lincolnshire Engagement Officer to attend our Equality Forum; to learn and hear about the work that Healthwatch had undertaken to engage with the traveller community and how the CCG could link in with this.

CCG officers also have met with the Director of the Traveller Initiative in Boston, to understand further about the traveller communities’ health needs, the gaps in health services and how we could address these, as well as how we can engage with travellers.

As part of this work, we have:

  • Ensured that the Director of the Traveller Initiative receives our regular communication up-dates from the CCG.
  • Liaised with Public Health to gather further information around immunisation, screening information etc
  • Arranged further meetings with key health partners to look at the information and arrange to attend the traveller sites to address gaps in healthcare identified. The website will be updated with further progress on this in due course.

You said:

At the Lincolnshire East CCG Patient Council meeting held on 30 October 2019, we asked members to complete an evaluation of our meetings, to enable us to access the effectiveness of the meetings, and seek their views about our approach to public involvement in general.  Their feedback can be viewed on our Virtual Patient Council:

click here to view the feedback

Key points:

  1. Patient council members told us that during patient council meetings, we have too many presentations, which causes the meetings to over run.

  2. 42.85% (3/7) of representatives didn’t feel that the meeting allowed them the appropriate time and opportunity to raise issues from their respective patient groups.

  3. Patient Council members were concerned at the 30 October meeting that information had been missing about the Sustainability and Transformation Plan

  4. Members told us that we need to ensure a prompt start to our meetings.
  5. Representatives have told us that we take too long to discuss previous actions on our action log.

  6. One representative said that as a new member, sometimes they don’t understand the initials of the groups.

  7. At the October meeting there was an issue with the projector screen so patient representatives asked us to ensure that any presentations delivered could be clearly read.

 

We did: 

  1. Taking on board the feedback received, it was decided to have only one presentation update at the Patient Council meeting held on 30 January 2020.  This received really good feedback from members during the meeting, and ensured the meeting finished on time.

  2. For the Patient Council meeting held on 30 January, feedback was mainly discussed where this had been submitted in advance of the meeting to allow us to focus on their key feedback.  This helped staff and representatives to stick more firmly to the timings on the agenda, allowing more time to ensure those items submitted were discussed in full.

  3. An update was given regarding the Sustainability and Transformation Plan, answering Patient Council enquires in relation to the Healthy Conversation events.

  4. We have ordered refreshments to arrive earlier and ask people to arrive at the meeting at 12:45pm, to try to ensure that meetings start promptly at 1pm.

  5. We have agreed with members that we will only discuss actions that are marked as ongoing (Amber) or incomplete (red). Complete actions will no longer be discussed. As part of this we have asked all members to ensure the action log is read before each meeting.

  6. We have reminded all staff presenting and attending meetings to use full plain English and not use abbreviations in their communications.

  7. We have asked all presenters to ensure that their presentations are sent to the Engagement Manager ahead of the meetings, so that these can be re-formatted and printed off for members to view in the meeting.

You said:

During our engagement via Listening Clinics, people have told us that as well as going into practices to seek feedback on health services, supermarkets would be a good place to engage with the public, especially to promote our Extended Access Service and equality work.

We did: 

We have included supermarkets in our engagement activities as well as children’s centers, market places, and holding stands at key events.  This feedback was used for our Equality Delivery System 2 engagement work.

 

You said:

During Listening Clinics, although many patients had said they had been made aware about Extended Access appointment, with many using the service, some patients told us that their practices are not making them aware of the extended access service. They recommended that we promote this in supermarkets, schools and in other public places, including radio.

We did: 

After each Listening Clinic, CCG staff remind practices to promote extended access appointments to patients. 

On routine annual quality assurance visits, the CCG discuss patient experience and access to appointments with practices.

The CCG have undertaken a large communications and engagement campaign on extended access, including

  • Promotion on local radio stations
  • Promotion on Social media
  • A poll was undertaken on the CCG’s Facebook account to find out if our followers knew they can access the service
  • Promotion on CCG websites and other NHS websites
  • Leaflet and posters at all practices, hospital sites in waiting areas
  • Sending pull up banners promoting the service for practices, and badges for receptionists to wear.
  • Promotion at Children’s centres
  • Promotion at events  on stands ie Parent Carer Forum events.
  • Promotion through Patient Council and PPG chairs meetings
  • Promotion through our stakeholder lists.

You said:

During our engagement activities patients have queried how we hear the voices of harder to reach groups, and recommended that we go out to their groups, rather than expect people to attend our CCG meetings

We did: 

During 2019/20 we have arranged or have attended the following meetings for harder to reach groups:

  • Parent Carer Forum Coffee mornings – The designated clinical officer for Special Educational Needs & Disability (SEND) attends meetings to engage with children with Special Educational needs and Disabilities, and their parents and cares.  The CCG also hold stands at their events.

  • The CCG have joined the Boston Disability forum and are attending the meeting on 20th February 2020.

  • Are a member of the Boston Workplace Health Group meeting – which includes engagement with factory staff, many of whom do not have English as a first language.

  • Have asked to attend the Blind Society group forum to engage with patients who are blind or suffer from sight Loss.

  • Undertaking a communications and engagement campaign to better engage with Children and their families, as part of the Children and Young People’s work stream of the Sustainability and Transformation plan, this will include feedback on services from children using creative methods, ie touch screens.

You said:

Patients have told us that we need to have important information translated into different formats.

We did: 

  • As part of the Sidings procurement engagement, we had posters translated about the patient engagement events and survey into all languages of patients registered at the practice. these can be viewed here

  • We also offered other format on request.

  • Members of the CCG engagement team are attending training on Engaging and Involving Blind and Partially Sighted People.