Welcome to our annual engagement review for 2019 This report highlights just some of the engagement work we have done with you, our local population, throughout 2019. Involving local people in commissioning is very important to us – by listening to your views, feedback, ideas, concerns and complaints, we can make sure we buy the best services for your needs, put them in the right place and help you access them at the right time. Highlights Our local population has been involved in a lot of our work this year, which has been fantastic and really helped us commission services based on their needs. Highlights include: - Engagement with mothers, mothers to be, families and carers about maternity and child health services, including in-depth engagement with seldom-heard groups; - Patient involvement in the opening of the new Brownsover Medical Practice in Rugby; - Community events raising awareness of diabetes; - Training events for our local GPs to help raise awareness of cancer and how best to support their patients; - Feedback on the future of health commissioning and the future of the Coventry and Warwickshire health and care system; - Working with community and voluntary sector providers, for example local Healthwatch engagement on the NHS Long Term Plan; - Feedback on proposals around the future of stroke services. Working together Our Communications and Engagement team work across both NHS Coventry and Rugby Clinical Commissioning Group and NHS Warwickshire North Clinical Commissioning Group. We also work closely with our colleagues in NHS South Warwickshire Clinical Commissioning Group. As a result, this review contains a mixture of case studies: some that cover the whole of Coventry and Warwickshire and some for more specific areas and places. Even when we’re engaging on something across the whole of Coventry and Warwickshire, we use data and information to help us target audiences to make sure that the voice of the people of Coventry, Rugby, Bedworth, Nuneaton, the north of Warwickshire, as well as south Warwickshire, are taken into account so that we can plan, prioritise and pay for services more effectively in those places. Thank you Thank you to everyone who took part in engagement activity this year. Whether you attended an event, completed a survey or sent us an email, we appreciate your continued support and feedback – you are helping to make the health and care system in Coventry and Warwickshire even better for you, your friends and family and your local community. Contents Welcome to our annual engagement report for 2019. .......................................................... 1 Contents ..............................................................................Error! Bookmark not defined. About this report ................................................................................................................. 3 Terms used throughout this report ................................................................................... 3 A note on abbreviations................................................................................................... 5 How we involve people ....................................................................................................... 5 Our statutory obligations for involvement ......................................................................... 5 Our involvement structures.............................................................................................. 6 Changing how we record equality and diversity in our engagement to better understand our population ................................................................................................................. 9 Our work this year ............................................................................................................ 10 Improving our engagement with seldom heard and hard to reach groups ....................... 10 Case study – creating relevant messages for looked after children through co-production ..................................................................................................................................... 11 Case study – Understanding what matters most to local mothers, mothers to be, families and carers about maternity and child health services ..................................................... 14 Case study - Community events to raise awareness of diabetes .................................... 18 Case study - Using patient and public feedback to shape the future of stroke services – an update .......................................................................................................................... 22 Case study - finding out what our population needs from planned care services ............. 23 Case study - Supporting Healthwatch to engage on the NHS Long Term Plan ............... 27 Case study - Working with our GP practices to make Coventry and Warwickshire an attractive place to live and work..................................................................................... 35 Case study – promoting LGBT+ equality through the rainbow badge scheme................. 37 Case study – engaging our population on the future of health commissioning................. 39 Our annual report summary........................................................................................... 44 Our annual general meeting .......................................................................................... 45 Working with Healthwatch ............................................................................................. 45 About this report This report highlights just some of the work people like you have been involved in to help improve the services you receive and the outcomes you experience. Terms used throughout this report The NHS uses lots of different words to describe what it does, which can be confusing to people who don’t use those words every day or in the same way. Whilst we’ve tried to avoid using them wherever possible to make it easier for everyone to understand this report, sometimes we do have to use them. We’ve explained many of them below, which you may find useful. Clinical Commissioning Group (CCG) – Clinical Commissioning Groups (CCGs) are NHS organisations which plan, prioritise and buy NHS services for the area they serve (in our case, Coventry and Rugby). Commissioning involves decided what services are needed for our diverse population and ensuring that they are provided. These decisions should be made with the involvement of the public wherever possible. Services the CCG commissions include: Most planned hospital care Rehabilitative care Urgent and emergency care, including out of hours Most community health services Mental health and learning disability services Primary care services Commissioning – commissioning means planning, prioritising and buying health and care services for Coventry and Warwickshire, based on the needs of the people living here. Consultation – A consultation, sometimes called a “public consultation”, is legal process through which we seek the public’s input on issues affecting them. Not all engagement leads to or requires a legal consultation. Engagement/Involvement – Engagement and involvement in commissioning is about helping people to voice their views, needs and wishes, and to contribute to plans, proposals and decisions about services. Engagement and involvement are often used to mean the same thing. Local authority – This is another name for the council, or the local government organisation which is responsible for providing public services and facilities in our area. Locally we have two main councils: Coventry City Council and Warwickshire County Council. We also work with smaller district and borough councils. Outcome – an outcome is the result of a patient’s treatment and care. The NHS works to provide the most positive outcomes, such as through improvements in the length of quality of life for the patient. More and more, the NHS is changing the way it designs and contracts services based on outcomes delivered as opposed to number of patients seen. Patient journey – this isn’t just about ambulance rides! “Patient journey” is the term used to describe how a patient moves through the health system once they become ill or require care and support. This often starts with a visit to the GP or pharmacist and may progress into a visit or stay in hospital. Understanding how a patient moves through the system, including who they speak to and which departments they visit, is important because it helps us to make sure we have the right services in the right place at the right time to make the journey as easy and smooth as possible. Patient and public – we use the term “patient and public” to include everyone who uses NHS services or may do so in the future, including carers and families. Patient experience – patient experience is a bit like customer service when you visit a shop: did you have a good experience? Did you get what you needed? What went well? What could have been better? We should always be looking for ways to make your experience better for you. Understanding a patient’s experience helps us improve our services. It is a key element of quality, alongside providing clinical excellence and safer care. Patient experience is also about listening to a patient’s needs and designing the experience to meet those needs to provide an environment where the patient feels cared for and supported. Planned care - Planned care is the term that the NHS uses for