Draft version 2.2 | Date 03/07/17 Leeds Health and Care Plan By 2021, Leeds will be a healthy and caring city for all ages, where people who are the poorest improve their health the fastest A plan that will improve health and wellbeing for all ages and for all of Leeds which will … Protect the vulnerable and reduce inequalities Improve quality and reduce inconsistency Build a sustainable system within the reduced resources available Our community health and care service providers, GPs, local authority, hospitals and commissioning organisations will work with citizens, elected members, volunteer, community and faith sector and our workforce to design solutions bottom up that … Have citizens at the centre of all decisions and change the conversation around health and care Build on the strengths in ourselves, our families and our community; working with people , actively listening to what matters most to people, with a focus on what’s strong rather than what’s wrong Invest more in prevention and early intervention, targeting those areas that will make the greatest impact for citizens Use neighbourhoods as a starting point to further integrate our social care, hospital and volunteer, community and faith sector around GP practices providing care closer to home and a rapid response in times of crisis Takes a holistic approach working with people to improve their physical, mental and social outcomes in everything we do Use the strength of our hospital in specialist care to support the sustainability of services for citizens of Leeds and wider across West Yorkshire What this “Living a healthy life to keep myself well” “Health and care services working with me in m y “Hospital care only when I need it” “I get rapid help when needed to allow me to return to means for me … community” managing my own health in a planned way” Key actions 1. We will promote awareness and develop services 1. People living with severe breathing difficulties will 1. Patients will stay the right time in hospital. 1. We will review the ways that people currently to ensure the Best Start (conception to age 2) for know how to manage anxiety issues due to their access urgent health and social care services that will be 2. Patients with a mental health need will have every baby, with early identification and targeted illness and have a supportive plan about what’s including the range of single points of access. The undertaken… their needs met in Leeds more often rather support early in the life of the child. important to them by December 2017. aim will be to make the system less confusing than being sent elsewhere to receive help. allowing a more timely and consistent response and 2. We will promote the benefits of physical activity 2. People living with severe frailty will be supported to 3. We will mee t more of patients’ needs locally by when necessary appropriate referral into other and improve the environments that encourage live independently at home whenever possible, ensuring their GPs can easily get advice from services. physical activity to become part of everyday life. instead of having to go in and out of hospital. the right hospital specialist. 2. We will look at where and how people’s needs are 3. We will maximise every opportunity to reduce the 3. People at high risk of developing diabetes and 4. We will ensure that patients get the right tests assessed and how emergency care planning is harm from tobacco and alcohol, including those living with diabetes will have access to for their conditions. delivered (including end of life) with the aim to join enhancing the contribution by health and care support programmes to give them the confidence up services, focus on the needs of people and 5. We will reduce the visits patients need to take staff. and skills to manage their condition by December where possible maintain their independence. to hospital before and after treatment. 2017. 4. We will have new accessible, integrated services 3. We will make sure that when people require urgent 6. We will ensure that patients get the best value that support people to live healthier lifestyles and 4. We will take the best examples where health and care, their journey through urgent care services is medicines. promote emotional health and wellbeing for all care services are working together outside of smooth and that services can respond to increases ages, with a specific focus on those at high risk of hospital and make them available across Leeds, for in demand as seen in winter. developing respiratory, cardio-vascular conditions. example muscle and joint services. 4. We will change the way we organise services by 5. We will have a new, locally-based community connecting all urgent health and care services service, ‘Better Together’, that can better build together to meet the mental, physical and social everyday resilience and skills in our most needs of people to help ensure people are using the vulnerable populations. right services at the right time. Together these actions will deliver a new vision for community services and primary care in every neighbourhood. These will be supported by… Working as if we are one organisation, growing our own workforce from our Having the best connected city using digital technology to improve health diverse communities, supported by leading and innovative workforce education, and wellbeing in innovative ways training and technology Making Leeds a centre for good growth becoming the place of choice in the Using existing buildings more effectively, ensuring that they are right for the job Using our collective buying power to get the best value for our ‘Leeds £’ UK to live, to study, for businesses to invest in, for people to come and work
Continuing the conversation with public, workforce and elected members • Maintain balance of recognising the very significant funding challenges – no sugar-coating – alongside what we can change to improve. • Talk simply together about resilience / winter, our Leeds Plan and our ambitions for new accountable models. • Update communities and the public with progress and create the appetite for change.
What do we mean by a citizen conversation? • Citizens Trust members, Citizens Panel, NHS engagement panels, Third Sector networks, businesses, universities • Carers Those registered as carers and those who aren’t • Third Sector partners and the clients / citizens they support • Working adults reached through the workplace • Elected Member engagement : Scrutiny, Community Committees • Health and care colleagues : Council, Primary Care and Trust employees, both as citizens but also as workforce; • Statutory Partners • Universities , colleges, schools • Partnership with Leeds City Council’s Intelligence and Policy Service and Digital Access Teams • ‘Toolkit’ to enable discussions to take place autonomously
Changes brought to life through stories DRAFT 09/10/2017 Hi, my name is Margaret. I’m 86 and I live in Middleton. I’m getting on a bit and I’ve been living alone since my husband die d f our years ago. I’m often at the doctor’s and I need a lot of help at Margaret, 86, Middleton home. I’ve not been in great health for a while now which is part of getting old I guess. I have what the doctors say is exac erbated COPD (Chronic Obstructive Pulmonary Disease) and I even suffered a heart attack earlier this year. I struggle with Lymphedema in my legs. This gives me an aching, heavy feeling, difficulty moving and repeated skin infections and sores on my legs. Present Day 2017 - “What is the reality now?” Fast Forward to 2027 - “What can be done to make it better?” I struggle to get out and about as much as I used to. It’s hard to plan days out as I never know when I’ll have a good or bad day and so sometimes I As soon as I spoke with my doctor about the difficulty I was having breathing and getting out as much, he sent me for tests but also allocated a well-being coordinator to me. The wellbeing coordinator is can go weeks without leaving the house. I do get visits from people, family and carers, but they’re often just short visits a nd I can understand that great, he conducted an initial assessment and asked me lots of questions to understand my social situation, my daily lifestyle, and the support I was getting at home and in the community. This helped him they’ve got busy lives and haven’t always got the time to take me out. to work with me and my son-in-law to prepare my care plan. My plan is tailored to what I need and it brings together information about the help I get from the Council as well as information about what we plan to do together to make sure I get involved with lots of community activities. I’ve had numerous spells in hospital and I receive daily care from the community nursing team. The hospital care I’ve had has always been really My family have said how easy things have been for them to link in with the joined up team of people who provide me with help at home. My son-in-law spoke with the doctors who looked after me in hospital good, although I’d rather not have to go into hospital unless I absolutely have to. I’m not flexible enough to be able to change my dressings so I about something that they call a ‘virtual ward’. This means an urgent care team is available to help him look after me if thi ngs aren’t going well. They’ve got tele - video kit that they can use to find out what’s need help from people who come and do this 2 or 3 times a day. The help I’ve had at home in the community hasn’t been as good though. It just wrong with me and offer support remotely. Ever since I first started receiving help at home, my family and I have had a single community nurse allocated to us as our first point of contact. This gives us hasn’t been joined up at all. People don’t seem to speak to each other the professionals are just not speaking. There have be en a lot of times when really good access to the staff who help to look after me. There are lots of people who have to work as a team to make sure I get my visits at the right time, and that they come with the right equipment and nurses have turned up without bandages. information. I’ve had lots of infections in my legs. I get really upset sometimes when nurses don’t even treat it. Sometimes they just str ap it up instead of cleaning It’s very rare that anything goes wrong, but at least if there is any confusion I can go straight to my main point of contact an d she knows my circumstances really well. She’s got to know me over the year my infected legs properly. On one occasion my daughter asked why a doctor hadn’t been asked by the nurses to come and look at my leg. She was and she’ll always pick up the phone to the rest of the team and get things sorted quickly if anything is wrong. This is a hug e help and means that me and my son-in- law don’t have to go through the details very upset when the nurses responded that it wasn’t their job to call doctor, and they were just supposed to dress my leg . of my case with new staff all the time. If she’s busy then my son just drops her a quick email and she’ll always come back to him as soon as she can. I’ve been very poorly for 2- 3 years and it’s been a real frustration trying to fight the system the whole time. My daughter and son -in-law have spent Whenever I need to visit the doctor or the nurse I’m always given plenty of time with to be able to talk about needs. My son gets an email sent to him a couple of weeks before an appointment and he has the login details so he can look at all my notes before we go in. He says he finds that helpful so that he has time to think about what questions he wants to ask for me. It’s also helpful to be able to look at hours every week speaking with the different departments and organisations just to get the basics right. my notes from time to time to check details that I might have forgotten. My Doctor holds a clinic once every couple of months to review all of his older patients who are in similar circumstances as me. It’s really nice as they put on activities at the community hub so that we all have the opportunity to spend some time with each other on the day that the clinic takes place. They have things like a hairdresser who visits, as well as talks and lunches on the day. After each of my reviews with the doctor at the community clinic there is a meeting where they get together to discuss all of the patients who th ey’ve reviewed that day and a management plan is made. At the meeting they have the GPs, the district nurses, an occupational therapist, a physiotherapist, and a social worker. Some of the people I’v e got to know through the clinic sessions are in care homes as they need a bit more help than me. Where my friends are in homes their nursing home managers and staff also go along for the review. My son-in- law said I have a prescription list as long as my arm. The pharmacy keeps sending out medicines, but I don’t need many of them. I’ve At one point I was able to have a look, with the help of my son-in-law, and quickly fix a problem with the pharmacy who had got my prescription mixed up and kept sending me medicines that I no longer now been taken off lots of them by my doctor and I find it confusing to keep getting so many delivered to my house. My son in law keeps taking need. This has been sorted now after we took a copy of my current prescriptions from my online record and emailed it over to them. them back and the pharmacy says they can’t use them then even though they’ve not been opened. It’s all really confusing and I do n’t want to be responsible for wasting the NHS’s money. People coming to look after me at home always seem to be rushed. It’s usually different people each time they visit and it so metimes seems that It’s really nice to know in advance about who is coming to visit me. More often than not it’s someone I know, but from time t o t ime I’ll get one of the new one’s coming. some are much better trained than others. A lot of the time I don’t know who to expect as there are temporary staff who come to see me if the permanent team are sick. I have to leave a key in a special key box outside because I’m not mobile enough to get to the door and I sometimes don’t Before each visit I get a quick phone call to let me know who it is and when they’ll be arriving. That means I can relax and not have to worry about who is coming and when. hear it. Because it’s different staff each time I feel a bit nervous about leaving keys out for strangers to let themselves i n. I’ve not really been involved but I know it’s been confusing for my family trying to deal with the costs of care and the spli t between the health and I’ve been getting my care at home for a couple of years and it has been great. I’m probably at the stage now though where I’m starting to think about the future and other options. Within the next couple of care elements of residential homes. I don’t really understand it all but I think it would be good if it was clearer for peopl e and their families. years I think I’d like the peace of mind of knowing there was always someone nearby if I need them. I’ve spoken about this wi th my family and they’ve had lots of information about options from the council. As it happens there are a few of my friends in a similar situation, we’re all okay for now but are beginning to think about our pla ns for a few years’ time. When I was in hospital after my heart attack the staff there told my son-in-law that he had 3 days to find a home. He and my daughter had to visit 7 When I was younger I’d have shuddered at the thought of leaving the place where I raised a family and ‘moving into a home’, b ut things are very different now than they were when I was trying to sort care homes in a weekend. During that time when they were racing around to view the homes and asking lots of questions they said they found it difficult to get a straight answer about how much the cost would be. The care home, websites and the council kept telling them different things. They’ve said out for my parents thirty years ago. One of the options that my friends and I are looking at together is something called Co-Housing. There are lots of organisations who can offer support and advice and they just wanted a single person to speak with so they could get all the facts straight. I wish I’d thought years ago about what I would do when the help to work with us on solving some of the difficult but important problems around costs and agreements that need to be sorted between my friends and I so that we all fully understand what we’re signing time came that I’d need more help. I’m not really happy in the home I’ve ended up in. The people are polite and nice enough, but I don’t often see a up to if we do decide to go down the co-housing route and live together. I really like the idea as not only are we all friends but I know most of their kids and have seen them grown up. It would be lovely to have all their kids and grandkids visiting as well as my own. We don’t have to decide just yet, but I’m leaning toward this idea as it would be lovely to live with people I know rather than complete strangers. familiar face except the odd visit from busy family members.
#PPGsinLeeds Setting the Scene Chris Bridle Engagement Lead NHS Leeds Clinical Commissioning Group Partnership Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds A history of patient involvement 1950’s – cancer research and treatment 1960’s – patient empowerment grew with the rise of the women’s movement Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds A history of patient involvement 1970’s - consumer-friendly hospital complaints procedures 1972 – First PPG set up by a GP 1978 – NAPP set up Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds A history of patient involvement Late 2000’s - Mid-Staffordshire 2010 – Winterbourne View 2011 – Patient Participation DES 2015 – PPGs become a contractual requirement for practice Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds Engagement works! ‘ There is clear evidence that PPI can make real, constructive changes to the provision of services, aiding the responsiveness of practices and providing services that truly reflect what patients want and need .’ British Medical Association, 2015 https://www.bma.org.uk/about-us/how-we-work/professional-activities/patient-liaison-group/resources We have to do it anyway! ‘ We must put citizen and patient voice absolutely at the heart of every decision we take in purchasing, commissioning and providing services .’ Tim Kelsey, National Director of Patients and Information, NHS England , Transforming Participation in Health and Social Care, 2013 https://www.england.nhs.uk/wp-content/uploads/2013/09/trans-part-hc-guid1.pdf Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds The Health and Social Care Act 2012 outlines two legal duties , requiring Clinical Commissioning Groups (CCGs) and commissioners in NHS England to enable: 1. patients and carers to participate in planning, managing and making decisions about their care and treatment . the effective participation of the public in the commissioning process itself , so that 2. services provided reflect the needs of local people. Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds The Leeds context • 104 practices in Leeds • Serving different communities • In a period of change o Increased demand o Move towards partnership working o More focus on prevention o Patient empowerment o Different ways of commissioning and providing care Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds Leeds PPG audit • Only one practice say they have no PPG • Between 0 and 300 members • 4 practices say they only have a virtual group • Some PPGs are ‘active’ but haven’t met since March 2015 • Many PPGs do not publish their minutes on the website Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds Key points • Patients are a key stakeholder • Primary care under pressure • Variation between practices • Some great examples of PPGs in Leeds • Lack of clarity about the role of PPGs • Tools and resources are available (Engagement Hub) Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Setting the Scene The status of PPGs in Leeds Expectations of PPGs, practices and PPG members Consider: • What is a reasonable expectation? • What are ‘ must do’s ’ and ‘ nice-to- do’s ’ • How does your practice measure up ? • How can you support your practice ? • What can your practice do to support you ? Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Helen Wilkinson Primary Care Locality Manager NHS Leeds Clinical Commissioning Group Partnership Trevor Thewlis Patient Participation Group Member Ireland Wood/New Croft Surgery Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds The role of the PPG ‘…… to ensure that patients are involved in decisions about the range and quality of services provided and, over time, commissioned by their practice .’ BMA, 2011 Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds The characteristics of a good PPG Organisation and structure • Have a clear terms of reference, ground rules and action plan • Well chaired and meet regularly Membership • Is reasonably accessible • Have members who are objective • Work in partnership with staff and the voluntary care sector • Consider the views of people not represented on the group • Are regularly attended by a range of staff Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds The characteristics of a good PPG Making a difference • Are valued by the practice • Have access to patient feedback/experience about the practice • Focus on improvement of quality of care and patient experience • Have the opportunity to explore solutions in a safe and transparent environment • Can see how their contributions have impacted on patients Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Hello my Name is… Trevor Thewlis • PPG member for 7 years at Ireland Wood/New Croft Surgery • 20+ active PPG members at face to face meetings who meet quarterly • Over 200 members connected virtually • Run, twice yearly, ‘patient survey week’ Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG “What it is NOT is as important as what it is.” Trevor Thewlis (2017) Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Purpose : • To work with the practice to improve the experience of the patient population for that practice Expectation : • Mutual respect between patients and staff working with a common purpose Method : • Practice staff medical professionals, not public relations or marketing experts…PPG members can provide vital links Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG – What is it NOT about? • A “talking shop” • A coffee morning/lunch club/social evening • A vehicle for a personal NHS crusade Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Something else to consider… It’s not going to happen overnight… Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG – For your consideration • PPG Guidance – Document for consultation – To assist in making a PPG work – Feel free to write on the guidance with feedback – Take it away and feedback electronically Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Co-produced PPG Quality Indicator Checklist • This checklist provides an opportunity for Patient Participation Groups to review their progress and identify areas for development. • The tool is not monitored by the CCG or linked to the GP practice contract . • It simply aims to support PPGs to improve and should be filled in jointly with PPG members and staff. Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Examples of good practice Leeds Engagement Hub: working together to strengthen citizen voice
Thank you Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a Practice Kirsty Turner Head of Primary Care Transformation NHS Leeds Clinical Commissioning Group Partnership Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a Practice Practices were incentivised to develop Patient Participation Groups through an ‘enhanced service’ which ceased on 31 March 2015. From April 2015 it became a formal requirement of the GP contract for all practices to: • establish (if it has not already done so) • maintain a patient participation group (PPG) • make reasonable efforts during each year for this to be representative of the practice population. Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds What is in the Contract? • The practice must engage with the PPG throughout each year, at a frequency and in a manner as agreed with its PPG • review patient and carer feedback • identify improvements • Where the practice and PPG agree , the practice must act on suggestions for improvement using reasonable endeavors to implement these. Leeds Engagement Hub: working together to strengthen citizen voice
How are we assured? • Practices have to complete an annual declaration • Specific questions relating to PPG include: • The practice can evidence that they have acted on suggestions for improvement. • The practice is able to show that the PPG is properly representative of its practice population Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Benefits to Practices CQC Case Study How are people who use the service, the public and staff engaged and involved? The practice had an active patient participation group (PPG), carer support group and friends of the practice group. They influenced changes and improved services for patients at the practice by offering services to all patients or carers - especially those who were lonely or isolated. For example, the groups offered lunch clubs for housebound patients, a telephone support service, sitting and befriending services, weekly social events and supported carers. The Friends of the practice group was also involved in raising funds for the practice. They were able to buy a gas cylinder, which patients could use for pain relief during complex wound dressings, and they paid for patient transport and other maintenance at the practice Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds How are we assured? • Practices have to complete an annual declaration • Specific questions relating to PPG include: • The practice can evidence that they have acted on suggestions for improvement. • The practice is able to show that the PPG is properly representative of its practice population Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Our Vision • Ensure that any contractual proposal is discussed with the PPG prior to submission • PPG influence and support quality improvements in practices • Support the development of locality PPGs Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Member – “The Critical Friend” Chris Bridle Engagement Lead NHS Leeds Clinical Commissioning Group Partnership Suzie Shepherd Patient Participation Group Member Manor Park Surgery Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend The role of a PPG is.. ‘……to ensure that patients are involved in decisions about the range and quality of services provided and, over time, commissioned by their practice .’ BMA, 2011 Leeds Engagement Hub: working together to strengthen citizen voice
Expectations of a PPG Members The critical friend Help people to get What can they do? online Supporting the practice during closures and merges Supporting Use skills to engagement activities Critical friend improve practice Fundraising facilities (gardening) Contribute to a Interviewing new staff practice newsletter Champion the Developing and needs of Evaluate delivering peer support vulnerable groups interventions groups Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend • Friends and family test Both are valid & important • Filling in surveys about service change engagement roles • Filling in surveys about your GP practice As an individual • Patient Opinion/NHS Choices (Complaints or (sharing your personal opinion) compliments) • Attending focus groups • Patient Participation Groups (PPG)? As a ‘patient champion’ • Patient Participation Groups (PPG)? • Patient Assurance Groups (PAG) (championing the needs of the • ‘Patient champion’ on a steering group wider community) Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend It isn’t to: • Promote a personal campaign • Criticise existing services/processes It is to: • Contribute to improving services • Ensure that we consider feedback from patients • Be open-minded • Understand the health needs of the wider public • Champion the needs of the wider public • Ensure that we act of the feedback of patients/public • Share the responsibility for difficult decisions • Focus on improving patient experience • Support the engagement Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend Essential understanding, values and behaviours • the practice serves a diverse community • the PPG represents the whole community • the PPG is not a place for personal complaints or campaigns • commitment to partnership working • commitment to improvement • show respect to other members and staff • openness and transparency • respect for confidentiality Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend Other helpful qualities 1. Honesty 2. Ability to Delegate 3. Communication 4. Sense of Humour 5. Confidence 6. Commitment 7. Positive Attitude 8. Creativity Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Expectations of a PPG Members The critical friend Clarifying expectations • Develop a terms of reference for your group • Develop a role description • Develop a code of conduct All these resources are available on our website: https://www.leedswestccg.nhs.uk/get-involved/how/patient- participation-group/ Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds The PPG Panel • Trevor Thewlis – PPG Member Ireland Wood Surgery • Kath Newton – PPG Member The Gables Surgery • Chris Bridle – Engagement Lead NHS Leeds CCG Partnership • Gloria Hartley – Locality Manager NHS Leeds CCG Partnership • Kirsty Turner – Associate Director of Primary Care NHS Leeds CCG Partnership Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds It’s nearly lunch time! Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Breaking Down Barriers But first… Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Breaking Down Barriers • Using the post it notes on the tables think about the barriers there are to making a PPG work. • Write them down on a post it note and stick the post it to one of the flipchart boards around the room. • Then go have lunch… Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Lunch Visit the stalls, network, meet new people Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Gibson Lane Patient Participation Group Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Group Set Up Virtual group- established 2014 Actual Group- established 2009 • Practice Manager Lead/ Lead GP/ Lead Nurse • Meet bi-annually • 2 of our members are members of Locality PPG • Practice chair is locality chair • 1 Patient Champion Member • Speakers organised for meetings Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Challenges • Mix of patient demographic • Characters of members • Expectations • Recruitment Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds PPG Achievements • On going surveys & questionnaires/action plans from results • Involvement in CCSP (Collaborative Care & Support Planning in Primary Care.) • Discussion & implementation of Pharmacy Services • Involvement in Level 3 Practice services • Champions in Pilot of Leeds Care Records • Communication Issues/phone system • Appointment system/on line services • Health Station • Customer Service • Reception Environment • CQC visits Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Forward View • Patient Champions in Practice • Increase variation of demographics in the group • Independent Meetings without Practice Staff • Increase Patient satisfaction • EPS/ On line access services • Level 3 Services Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds PPGs in Practice – Caring Hands Beverley Kite Patient Participation Group Chair North Leeds Medical Practice Michelle Whitaker Caring Hands Project Co-ordinator North Leeds Medical Practice Leeds Engagement Hub: working together to strengthen citizen voice
Promoting GP online services at you Practice 20 October 2017 Mariam Manneh m.manneh@nhs.net James Blanchard jamesblanchard@nhs.net Patient Online team
GP online services delivered by Patient Online When we communicate with patients we use ‘GP The programme is called patient online. online services’. This is because a large survey All information for GP practices, CCGs, CSUs and revealed that people don’t think of themselves as NHS trusts will be labelled this way. patients, unless they are in a hospital. #GPOnlineServices #PatientOnline www.nhs.uk/gponlineservices http://www.england.nhs.uk/ourwork/pe/patient-online/ http://elearning.rcgp.org.uk/patientonline
What is GP online services? Three key online services offered to patients: Repeat Access to Appointment Booking Prescriptions Records
What is Patient Online? Appointment Repeat Access to Booking Prescriptions Records 2.9 million patients signed up for 98.7% of practices offering 97.4% of practices offering the summary information (information the service service about allergies and medicines 12% of all appointments are 4% of all repeat prescriptions history) made available online requested online 97% of practices offering access 9.2 million patients signed up 9 million patients signed up to a detailed coded record (DCR)
Key challenges facing General Practice Increasingly complex patient diagnosis Ageing population Variations in outcomes Slower than required growth in numbers of health professionals Changing user expectations Increase in GP consultations from 260 million to 360 million per year in last 10 years Increase in clinical workload in general practice of over 40% since 2008
Benefits for patients Online Status Reduce Practice Reduce Check Visits Prescription Errors Access From EPS Availability Home
Benefits for practices Fewer Calls Better Audit Fewer F2F Trails Transactions Fewer Transcript Saves Time Errors
How to get started • Tell your GP surgery that you’d like to use GP online services 1 • Complete a short form and prove your identity 2 • You will get a letter with your username, password and information on where you can log in 3
Promotional Materials for Patients Appointment cards Posters and leaflets Balloons and bunting Available to: • CCGs • CSUs • GP Surgeries PPG Toolkit • PPGs • Partners • Local Council Digital material • Local Healthwatch www.england.nhs.uk/materialsforpatient/
What best practice looks like
Website Dedicated page Inspiration Link through to national • Bradford Districts CCG • Greater Huddersfield CCG Videos – YouTube channel • Sunderland CCG Guidance for patients and public • Hall Green Health – Birmingham • Swan Practice – Buckingham Guidance for GPs – link through • Sheringham Medical Practice – Norwich Top tips and more information
What practices can do to reach the 20% target Get proper training for staff Attend the Patient Online (especially the reception staff) team workshops Offer support with set up Ask every patient at reception (invite patients at none peak times) Brief all staff at the practice Create ‘how to guides’ for staff and (medical staff can signpost patients as support mechanism to the reception team )
What volunteers can ask patients Would you like to book Do you use the Do you have a smart your appointment internet? phone? online? Would you like to do Do you have someone Did you know you can your repeat that can help you get get test results online? prescriptions online? online? Do you know anyone Did you know you can find Would you benefit from using GP online out what immunisations using online services? you’ve had online? services?
Thank you! Please come and see us at our stand! england.patient-online@nhs.net
#PPGsinLeeds Breaking Down Barriers Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Breaking Down Barriers • How can we overcome the barriers identified? • Work together on your table to come up with some ideas • Use the post it notes on the table to write down some solutions to each barrier • Table facilitators will add the suggestions to the flipcharts around the room • Pick your best suggestions to feedback Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Relaunching a PPG Adam Stewart Engagement Officer NHS Leeds CCG Partnership Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds The first step is admitting there is a problem… Patient Participation Group Your PPG Your GP is Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Taking a step back • Have a look at why it wasn’t working: • Recruitment? • Retention? • Representation? • Focus? • Productive? Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Daunting task • It’s ok if a PPG stops working/needs re -tooling – these things happen • Better to do something about it and make a change than let it be a source of stress/apathy • Don’t want to lose the good work PPGs can do • But… Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds How to go about it (perhaps?) 1. Set a date for an initial meeting – give yourself enough time 2. Awareness raising/recruitment 3. Work with Engagement team at the CCG 4. Use first meeting to inform interested patients about the PPG 5. Set a date for first formal meeting with signed up patients 6. Use resources already available to develop PPG Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds Need some help? Get in touch: Tel : 0113 843 5475 Email : adam.stewart1@nhs.net Resources: https://www.leedswestccg.nhs.uk/get-involved/how/patient-participation-group / Leeds Engagement Hub: working together to strengthen citizen voice
#PPGsinLeeds PPGs in Practice – Supporting local NHS Campaigns Shak Rafiq Communications Lead NHS Leeds CCG Partnership Leeds Engagement Hub: working together to strengthen citizen voice
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