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

15 Negative 10 Neutral 5 Positive 0

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Blackpool all soft intelligence Nov 18 to Feb 19 12

Negative 6 Neutral Positive 4

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

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Blackpool GP practice feedback Nov 18 to Feb 19 3.5

2.5

2 Negative

1.5 Neutral Positive

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.

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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

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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. How helpful do you find the 4. The last time you wanted to see or receptionist(s) at your GP surgery? speak to a GP or nurse on the same day, were you able to get an appointment? Very helpful – 53.03% (35) Fairly helpful – 31.82% (21) Yes – 40.91% (27) Not very helpful – 9.09% (6) No – 40.91% (27) Not at all helpful – 6.06% (4) Can’t remember – 3.03% (2) Don’t know – Not applicable – 15.15% (10)

5. Did you have confidence and trust in 6. Name of practice the GP or nurse you saw or spoke to? Prefer not to disclose – 1.52% (1) Yes, definitely – 66.67% (44) Abbey-Dale Medical Centre – 4.55% (3) Yes, to some extent – 24.24% (16) Adelaide Street Family Practice – No, not at all – 9.09% (6) Ansdell Medical Centre – Don’t know/can’t say – Arnold Medical Centre – 3.03% (2) Ash Tree House – 7.58% (5) Beechwood Surgery – 3.03% (2) Bloomfield Medical Centre – 4.55% (3) Broadway Medical Centre – 4.55% (3) Cleveleys Group Practice – Clifton Medical Practice – 6.06% (4) Crescent Surgery – 3.03% (2) Elizabeth Street Surgery – Fernbank Surgery – 3.03% (2) Fleetwood Surgery – 1.52% (1) Garstang Medical Practice – 3.03% (2) Glenroyd Medical Centre – 6.06% (4) Grange Park Health Centre – Great Eccleston Health Centre – Highfield Surgery – 3.03% (2) Holland House Surgery – Kirkham Health Centre 1.52% (1) Layton Medical Centre – Marton Medical Centre – Newton Drive Health Centre – 4.55% (3) North Shore Surgery – 1.52% (1) Over Wyre Medical Centre – 3.03% (2) Park Medical Practice – Poplar House Surgery – 1.52% (1) ITEM 7.1

Queensway Medical Centre – 1.52% (1) South King Street Medical Centre – Stonyhill Medical Practice – 1.52% (1) St Pauls Medical Practice – 6.06% (4) The Mount View Practice – 1.52% (1) The Old Links Surgery – Lockwood GP Surgery – 1.52% (1) The Thornton Practice – 9.09% (6) The Village Practice – 7.58% (5) Waterloo Medical Centre – 4.55% (3) Other – 7. Have you spent time in hospital as a 8. Overall, how would you describe your patient in the past 12 months? experience at hospital?

Yes – 32.39% (23) Very good – 60.86% (14) No – 67.61% (48) Fairly good – 21.74% (5) Neither good nor poor – Fairly poor – 8.7% (2) Very poor – 8.7% (2) 9. If you were in hospital to attend a pre- 10. Were you offered a choice of which arranged appointment/surgery, how do hospital to attend? you feel about how long you had to wait for your appointment? Yes – 13.04% (3) No – 86.96% (20) I didn’t have to wait too long – 47.83% (11) I had to wait a bit too long – 13.04% (3) I had to wait far too long – 8.7% (2) Doesn’t apply – 30.43% (7)

11. Did you have confidence and trust in 12. Please tell us the name of the the health professional you saw or hospital you visited? spoke to at hospital? Blackpool Victoria Hospital – 73.91% (17) Yes, definitely – 69.57% (14) Royal Preston Hospital – 4.35 (1) Yes, to some extent – 17.39% (4) Prefer not to disclose – No, not at all – 13.04% (3) Other – 21.74% (5) Don’t know/can’t say –

13. Have you experience mental ill health 14. Did you seek professional help in in the past 12 months? relation to your mental health?

Yes – 19.72% (14) Yes – 92.86% (13) No – 80.28% (57) No – 7.14% (1)

15. Overall, how satisfied were you with the help/treatment you received for your mental health?

Very satisfied – 38.46% (5) Fairly satisfied – 15.38% (2) Not very satisfied – 23.08% (3) Not at all satisfied – 23.08% (3) Don’t know –

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Appendix 2 NEWS RELEASE Lytham St Annes community to work together to improve health and wellbeing

In partnership with NHS Fylde and Wyre Clinical Commissioning Group (CCG), Well North Enterprises (WNE) will work with local people to look at ways to bring people together to improve the health and wellbeing of Lytham St Annes residents, by identifying and unlocking potential in the local area.

Initial work will begin later this spring, through local conversations and workshops involving the public, GPs, council officers, business leaders and third sector organisations, to identify the challenges and opportunities and agree their vision for Lytham and St Annes.

Lucinda McArthur, Chief Executive of Well North Enterprises, said: “This is a really exciting piece of work as there is so much potential in Lytham St Annes with great work already ongoing. Our role is to be alongside people to catalyse change that will make a real and sustainable difference to people living there.

“Its coastal location, active and engaged residents, and strong leadership will all play a part in creating a refreshed and sustainable vision for the community. The local NHS team is bold in its outlook, and this could well be the start of a radical new approach to healthier, more sustainable communities for the wider North West coast area.”

Lytham GP Dr Ruth Mason said: “Nobody knows the Lytham St Annes area better than the people who live there, so we are keen to put them at the centre of conversations around improving health and wellbeing in the area.

“There has been a lot of work over the past 12 months on bringing people together within their local communities to tackle the issues affecting them and empowering them to do something about it.

“We have seen the work Well North has done in other areas such as Skelmersdale and we are keen to replicate that here on the Fylde Coast.”

Fylde Council chief executive Allan Oldfield said: “Fylde is already involved with a number of schemes that promote health and wellbeing, this new programme is focused on making connections that will open up opportunities creating sustainable initiatives that are delivered by local residents within the community of Lytham St Annes.

“Fylde Council is delighted to have the opportunity to take a supporting role in delivering this programme which will be used as a blueprint to positively influence health and wellbeing across the Fylde Coast area.”