North CCG Enc J

Report to Governing Body: 28/11/2013

Communications and Engagement Report Title

Dr Heather Gorringe Sponsoring Clinical Leader Cat Ainsworth - Communications and Engagement Author(s) Lead To update the Governing Body on communications Purpose and engagement activity from September - October

Governing Body Previously considered by

Executive summary This report provides an overview of communications and engagement activity undertaken by the NHS Arden Commissioning Support Communications and Engagement Team on behalf of NHS Warwickshire North Clinical Commissioning Group (CCG) from September - October 2013.

Patient and public involvement

The Patient Group Forum met at the beginning of September at the GETEC building at George Eliot Hospital, where the group received a presentation on frail and elderly services from the SWFT community team. The Forum continues to enjoy good attendance and lively discussion with the number of GP surgeries being represented steadily increasing at each meeting to the extent that representation has now had to be limited to one representative per practice .

An Issues Log has been developed with the Patient Group Forum, which will be used to record issues raised by patients and carers through different channels, including the Patient Group Forum, from voluntary and community groups and from individual patients or carers. This Log will enable us to accurately keep track of actions and to monitor emerging themes. The Issues Log will be reviewed at each Patient Group Forum meeting and the group will agree when actions are complete and issues should be closed

To make it easier for patients and carers to give general feedback on their experience of health services, a patient feedback form has been developed. This is being made available in paper form, and will be made available on the website. This form has been designed to facilitate general feedback only and includes a clear statement that it is not intended to replace the complaints process, which should be used if individual circumstances are to be investigated.

This feedback will then be incorporated into both the Issues Log and the quarterly Patient Feedback Report produced for the CQSG committee and will be triangulated with all other sources of feedback received.

Our lay member, Karen Ashby, has continued with her visits to practices and Patient Participation Groups which has resulted in more practices supporting the Patient Forum by sending representatives to meetings including new representatives this month from Red

Roofs Practice and Dr Ganapathi’s practice.

The CCG was pleased to have a presence and runners for George Eliot’s first Fun Run in September. The event was well supported by those working for the local NHS and the wider community and was a good way to inform local people about the CCG and recruit health champions. An additional 37 new health champions registered on the day, bringing the total number of Health Champions recruited to date to 1550. We also spoke to local community groups and organisations including Age UK and Guideposts.

Other events included the ‘Change for the better event’, organised by New Ideas Advocacy which works with people with learning disabilities in Warwickshire. This event provided the opportunity to speak with women with learning disabilities and their carers to gain feedback on healthcare services.

Engagement with local BME groups remains a priority of WNCCG. Governing Body members visited the Sikh Mission Day Care Centre during October to meet with users of the centre and discuss healthcare issues and subsequent meetings are being arranged with Edward Street Day Care Centre and the African Caribbean Day Centre. The CCG also responded to an online post on Ask Warwickshire to explain the different ways that the organisation is working with and seeking views from the BME community.

The PPI team visited the Bulkington Older People’s forum in October, and gathered feedback from the elderly. The team discussed services for the frail and those at the end of life with those attending the event.

Healthwatch has launched its Good Engagement Charter and the CCG was pleased to attend the Healthwatch Good Engagement Event, held in partnership between Healthwatch and Warwickshire Healthwatch.

The CCG has signed up to Healthwatch’s ‘Good Engagement Charter’ to demonstrate an ongoing commitment to working with local communities to shape patient centred services.

The Charter was devised by Healthwatch organisations in Warwickshire and Coventry and sets out nine principles for engaging well with local communities. Principles include using a range of methods to gather feedback, making sure there is plenty of time to engage and ensuring that engagement is evaluated. Signing up to the Charter enables the CCG to evidence the principles that form the basis of patient involvement activities.

The Charter can be accessed online at http://www.healthwatchwarwickshire.co.uk/sites/default/files/uploads/Good_Engageme nt_CharterWarwickshire.pdf

Vision for Quality patient feedback event

A public feedback event was held on 31 October at Civic Hall. People who had previously taken part in engagement events and given their views on local health services were invited to attend. The CCG’s Clinical Leads explained how the Vision for Quality strategy aims to improve services in certain priority areas of: • Urgent and emergency care • Cardiovascular disease and stroke • Frailty • End of Life • Mental Health • Dementia.

Those attending also heard from Jan Butterworth, representing the NHS England Area Team, who spoke about the national challenges and the NHS England Call to Action, putting local challenges and proposals into a national context.

Feedback on the event 45 people representing patient groups and voluntary & community organisations attended the event and were asked to complete an event feedback form. 31 completed forms were received. The chart below shows how many respondents agreed or disagreed with eight statements as listed beneath each column.

31 October Vision for Quality event feedback

35 0 0 0 00 0 0 30 1 1 1 3 2 0 2 3 3 25 13 9 16 16 20 22 12 19 19 15 14 10 18 Strongly disagree Numberof responses 15 14 13 5 9 7 7 8 Disagree 0 Neither agree nor disagree Agree Strongly agree I foundtheevent useful did beforehand The event was the right length questions about the strategy The event has answeredmany of my I know where to furtherget information The venue was appropriate forthis event The presenters deliveredthematerial well I understandabout more the strategy thanI I foundthepresentations toeasy understand

All respondents said that they found the event useful, found the presentations easy to understand and that they understood more about the strategy than they did before, either agreeing or strongly agreeing.

Feedback on engagement

Those attending the feedback event were also asked to give their feedback on how well they felt they had been involved during the development of the Vision for Quality strategy. The insight gained by this survey will help improve plans for future engagement activities.

They were asked to complete a survey, asking “How well have we engaged with you in developing our clinical strategy?” The chart below shows how many respondents agreed or disagreed with six statements.

The majority of respondents either ‘agreed’ or ‘strongly agreed’ that they felt involved and their views had been taken into account. However, a small number of people (5responses) either ‘disagreed’ or ‘neither agreed nor disagreed’ that they felt involved and that their views had been taken into account in response to these questions.

All respondents ‘agreed’ or ‘strongly agreed’ that they understood the purpose of the sessions they attended.

When asked about being able to get involved in a variety of ways, whether the information they received was clear and concise, and whether they felt that the engagement facilitators were helpful and listened to what they had to say, the majority of people ‘agreed’ or ‘strongly agreed’. For each of these question, one respondent ‘neither agreed nor disagreed’, but this response was not given by the same respondent in each instance. .

Further plans for patient and public involvement in our Vision For Quality work are now underway with workshops being planned for early 2014 involving patients and carers who have had recent use of any of these services being involved in the further detailed development of our proposals.

Media

September

We publicised the new phlebotomy clinics which have been set up to restore services for patients going for blood tests .The phlebotomy service in had been under the spotlight recently following a number of concerns about waiting times and difficulties in getting an appointment. The new locations and times were publicised with the local press, with articles appearing in the News and Atherstone Herald .The news was promoted online through sources such as Healthwatch and the CCG websites. In addition, information was sent to practice managers and patient representatives.

We handled two media requests from the Health Service Journal. The first was in response to a query about the CCG’s community services contract, its value and when it might be reopened for bidding. The second was with regard to the abandonment of the South Pathology Tender.

The CCG and member practice Red Roofs Surgery were also featured in joint communications with George Eliot Hospital for their role taking part in the Fun Run to raise funds for the Breast Care Unit at George Eliot Hospital.

October

We responded to a media enquiry from Nuneaton News about the Continuing Healthcare cases that Farley Dwek solicitors are handling. The CCG response confirmed that all applications received from people within the CCG area are processed in line with guidance issued by NHS England, that individuals are kept informed of the progress and that the CCG does not anticipate that the issue will affect future services as appropriate budgets have been set aside. There has not been any media coverage to date following this enquiry.

A media interview request from Pulse Magazine was received about Quality Premiums, but unfortunately the CCG was unable to take part in a telephone interview due to short timescale of the request.

We are participating in GEH Communications Alliance meeting conference calls, to co- ordinate communications around George Eliot Hospital NHS Trust’s search for a strategic partner. We also participate in a weekly health economy communications conference call to co-ordinate partnership working for all communications activities across the county.

Publications

September’s monthly update on local prescribing issues highlighted useful information about the prescribing incentive scheme where one practice came up with a good idea of coding patients who have been reviewed for the incentive drugs scheme.

In October, the prescribing newsletter gave information about the reduced cost per ASTRO- PU on specials, and that the cost remains lower than national. There was also information on the cost of different formulations of nitrofurantoin, and restrictions on prescription of apraclonidine by specialists only.

Back-dated copies of this newsletter are available in the ‘members area’ section of the CCG website.

We also continue to issue our members’ newsletter following Governing Body Meetings.

The CCG members’ e-bulletin highlighted changes to the governing body meetings, a date for the diary for CCG members about an engagement event to discuss improving quality of care in residential and nursing homes, an update about the Choose and Book system and the patient & public event on the vision for quality event taking place on 31 st October. Two commissioning policies had been reviewed and an update from George Eliot Hospital about the Keogh Review action plan was also shared.

The final version of the complaints leaflet has been approved and signed-off by the Director of Integrated Governance, and this will now be printed and distributed.

A Health Champions newsletter is in the final stages of development and once finalised will be distributed to all those who have signed up.

Issues management The team received and dealt with a Freedom of Information request regarding the CCG’s communications support.

Website During September, we worked on the Publication Scheme which is an online document which signposts users to CCG website information. Work is currently taking place to collate copies of all policies that are required to be published.

The chart below shows the number of CCG website page views and popular pages for the months of September and October 2013:

Weekdays are the most popular days for people accessing the website and the site is averaging about 300-400 views per weekday.

The below table looks at the most popular pages on the CCG website during September and October 2013.

The ‘RSS page’ is the home page of the website and therefore has the most views.

Four of the five ‘most popular’ pages (How to Contact the CCG, Governing Body Members and CCG team, About Warwickshire North CCG, and NHS Arden Commissioning Support) demonstrate that the public are using the site to primarily to access corporate information about the CCG.

The public are also using the site to access information on local health services and the ‘Walk-in and Urgent Care Centres’, ‘Our GP Practices’, and ‘Doctors’ pages are featured in the top 20 popular pages

Twitter

A number of CCG and health messages were promoted on social media during September and October. We also used this channel to further promote the health services survey.

The CCG attracted an additional 86 followers over the course of the two months, bringing the total to 183.

The Health Champions recruitment and awareness campaign was publicised on social media and CCG messages were re-tweeted by various partner organisations.

Campaigns

Preparations and implementation of the Feel Well/Choose Well campaign, to support work managing winter pressures, is going well and is on schedule to launch on 18 November to coincide with the beginning of Self Care Week.

Market research Prior to the campaign planning, we commissioned some pre-campaign market-research to ensure that the branding and messages of the 2012/13 Feel Well and Choose Well campaign were well received by the public last year. The statistics show that campaign recall stands at 37.7% which is a very positive result.

Feedback received demonstrated that the public support the messages that were promoted in the materials. The majority of respondents stated that they feel it is important to raise awareness of the various key campaign factors. This information has helped to shape this year’s campaign material and design which will include printed materials, radio campaigns, engagement events with particular targeting of hard to reach groups including the Polish and Traveller communities, videos and mobile applications.

Feel Well campaign website The campaign website is currently being developed. All of the campaign material and documents will be made available at www.feelwellcovwarks.nhs.uk .

WNCCG Objectives Tick Building an excellent CCG over the next 3 years that improves the outcomes for our patients, is a great partner to work with and a great place to work

Risk and assurance issues

Equality and diversity issues : Addressed in 2 ways: • through the Communications and Engagement Strategy • through ongoing work to identify and work with hard-to-reach groups

Legal and regulatory issues

Action required by the Governing Body To note the briefing.