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Fylde and Wyre Soft Intelligence - Nov 18 to Feb 19 35

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Fylde and Wyre Soft Intelligence - Nov 18 to Feb 19 35 ITEM 7.1 Patient Engagement Report: January-February 2019 NHS Fylde and Wyre CCG and NHS Blackpool CCG facilitate a number of patient groups as well as holding/undertaking various listening opportunities, both face to face and digitally, and attends partner community events in order to provide an opportunity for patients, carers and members of the public to discuss any concerns, compliments, complaints or comments – the ‘four Cs’. This information is triangulated with a range of data and is used to inform quality improvements and commissioning intentions. The patient group meetings and listening events also provide an opportunity to improve awareness of and appropriate use of services and to signpost individuals to other relevant services on the Fylde Coast. Patient feedback In January and February 2019, 72 people responded to the Fylde Coast online patient survey – see Appendix for results in full. The themes and trends taken from Datix (which combines the online patient survey feedback with feedback from NHS Choices and also other sources – the ‘four Cs’ – comments, compliments, concerns, complaints) from November 2018 to the end of February 2019 are shown below. Fylde and Wyre soft intelligence - Nov 18 to Feb 19 35 30 25 20 15 Negative 10 Neutral 5 Positive 0 ITEM 7.1 Blackpool all soft intelligence Nov 18 to Feb 19 12 10 8 Negative 6 Neutral Positive 4 2 0 Emergency Eye Clinic GP Practice Medicine Out Patients Stroke Fylde and Wyre GP practice feedback Nov 18 to Feb 19 14 12 10 8 6 4 Negative 2 Neutral 0 Positive ITEM 7.1 Blackpool GP practice feedback Nov 18 to Feb 19 3.5 3 2.5 2 Negative 1.5 Neutral Positive 1 0.5 0 Access to Attitude Compliment Clinical care / Wait time appointments treatment Influence Membership Scheme and Influence Panel The Influence Membership Scheme is an online service that allows the CCGs to keep in touch with local people across the Fylde Coast through occasional news updates via email and also invites to surveys and events. Membership of the Influence scheme stands at 930. In January and February, members received updates on the launch of new community clinics in Fleetwood and the announcement of funding for new lung health checks in the Blackpool area. They also received invites to surveys evaluating the CCGs’ winter communications campaign and a national consultation aimed at reducing medication-related errors in the NHS. The Influence Panel is taken from the Influence Membership Scheme and meets monthly to discuss a specific topic which feeds into the development of CCG services and policies. The Panel met in January to assist in the development of a Fylde Coast CCGs communications and engagement strategy and again last week to look at the CCGs’ improvement assessment framework for engagement, which is required by NHS England. An annual recruitment to the Influence Panel takes place in March each year and has recently been launched in an effort to bring in some new members, particularly from the Blackpool area. Pan-Lancashire policy reviews The CCG is working collaboratively with the other CCGs across Lancashire to review, update and harmonise a number of clinical policies. Engagement with patients, the public and other stakeholders around these policies is taking place on a policy by policy basis and feedback is taken into account prior to approval by the CCGs for implementation. ITEM 7.1 Five new policies went out for comments in February with comments now being collated and analysed by the team at Midlands and Lancashire Commissioning Support Unit (CSU), which has coordinated this piece of work on a Lancashire and South Cumbria-wide basis. The policies were: • Ganglia excision • Adult snoring surgery (in the absence of obstructive sleep apnoea) • Chalazia removal • Dupuytren’s contracture release in adults • Haemorrhoid surgery Improvement assessment framework (IAF) for engagement The CCGs have been asked to submit evidence of engagement within a number of domains to NHS England which demonstrate their engagement to infrastructure and a solid system of reporting back via the website. This is the second time such an assessment has been undertaken and the first time the CCGs have been asked to submit evidence themselves. As part of this process, the CCGs invited the Influence Panel and Healthwatch to look at the evidence being submitted and to provide feedback on whether they felt it was sufficient and accurate ahead of submitting the form to NHS England. PPGs audit The communications and engagement team has launched an audit of PPGs across the Fylde Coast to gain a full understanding of how the area’s practices are performing in terms of engagement with their patients. This exercise has provided a number of interesting insights into some of the excellent work going on across the area. Where practices have struggled to get an active PPG off the ground, the CCG is going to work with them to hold relaunch events and recruitment campaigns. The results of the audit will be shared at the PPG Conference later this month and then will be presented at the next PPEI meeting in May. Winter communications campaign evaluation Using social media, in February the communications and engagement team asked people for their thoughts on the success of the Help Us Help You campaign on the Fylde Coast via an online survey. There were 462 survey responses, more than 70 per cent of which said they felt the campaign was useful and more than 30 per cent said it had caused them to do something different, such as getting their flu jab, visiting a pharmacy for advice, accessing an evening or weekend GP appointment, calling 111 or visiting an urgent treatment centre. PPG Conference The PPG Conference 2019 will take place on 21 March at Ribby Hall in Wrea Green. This is the first time the event has been hosted on a Fylde Coast basis, with all 37 practices in ITEM 7.1 Blackpool, Fylde and Wyre invited to attend. The agenda will include a look at the 10-year plan and how that incorporates neighbourhoods and, in turn, how PPGs can be involved in those neighbourhoods; some PPG development and the annual PPG awards. There will also be a couple of presentations from PPGs and practices to share best practice with colleagues and hopefully inspire other groups to improve further. Well North visit to Lytham The Lytham St Annes neighbourhood has been working with Well North to look at innovative ways to engage in a coproduction model with the local community. Well North brings together a wide range of people with experience in health, care, public services, the voluntary sector, the arts, enterprise and business to look at ways of improving health and wellbeing in an area. Representatives from Well North visited a neighbourhood coffee morning recently to begin discussions with the local team and then took part in a walk around the Central and Kiln House wards of St Annes. It follows the work done by Well North Enterprises in Skelmersdale, more information on which can be found at http://www.wellnorth.co.uk/pathfinders/well-skelmersdale Cancer engagement The Patient Cancer Care Improvement (PCCI) Group has completed its second workshops task where it has produced an ‘Information Prescription’, which is a snapshot of information members would have found useful either at diagnosis or at some point on their cancer journey. The prescription will be trialled by the urology cancer nurses in bladder cancer patients and will be used to help newly diagnosed patients create a personalised information pack. Nurses have begun distributing the ‘With Cancer I Can …’ calendar to newly diagnosed patients and people starting treatment. The calendar has recently been featured in local press including That’s Lancashire TV, as well as BBC online and local radio. The PCCI Group has recently joined People’s Voice, a new network of cancer engagement opportunities on a Lancashire and South Cumbria level. Social media The CCGs’ Facebook page now has 2,108 likes, an increase of 34 since the last meeting. The CCGs’ Twitter account has 5,015 followers. 16 (out of 19) GP practices in Fylde and Wyre are now on Facebook and 10 out of 18 in Blackpool. Support is continually offered to practices with regards to social media. Neighbourhood Practice Likes +/- last Twitter month followers Blackpool Adelaide Street Family Practice 327 +20 - Central West South King Street Medical 82 +2 - Centre St Pauls Medical Centre 205 +5 - ITEM 7.1 Blackpool North North Shore Surgery 120 +3 - Blackpool South Arnold Medical Centre 147 +4 - Abbey-Dale Medical Centre 243 - - Blackpool Layton Medical Centre 14 +108 50 Central Bloomfield Medical Centre 217 +8 - Newton Drive Health Centre 178 +8 - Waterloo Medical Centre 20 +20 - Fleetwood Broadway Medical Centre 118 +16 - Fleetwood Surgery 269 +37 - The Mount View Practice 86 +8 - LSAF Ansdell Medical Centre 316 +26 - Holland House Surgery 199 +15 - Poplar House Medical Practice 299 +30 - Parcliffe Medical Centre 230 +79 - Fernbank Surgery (also on 108 +8 37 (+1) Twitter) Kirkham Ash Tree House Surgery (also 530 +69 299 (+8) on Twitter) Kirkham Health Centre 264 +15 - WIN Queensway Medical Centre 274 +12 - The Thornton Practice 551 +38 - Lockwood GP Surgery 559 +17 - WREN Over Wyre Medical Centre 382 +97 - Garstang Medical Practice (also 572 +58 47 (+14) on Twitter) Great Eccleston Health Centre 310 +15 - *Data collated on 6 March 2019 ITEM 7.1 Appendix 1 Fylde Coast online patient survey January and February 2019 – 72 entries 1. Have you visited your GP practice in 2. Overall, how would you describe your the past 12 months? experience of your GP surgery? Yes – 92.96% (66) Very good – 46.97% (31) No – 7.04% (5) Fairly good – 27.27% (18) Neither good nor poor – 10.61% (7) Fairly poor – 12.12% (8) Very poor – 3.03% (2) 3.
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