NHS Croydon CCG Patient and Public Engagement A year in the life: Engaging with Croydon residents 2018 Ros Spinks Senior Engagement Manager Ros.Spinks@swlondon.nhs.net
Welcome to Croydon We were the first area outside central London to use postcodes. We had the UK’s first international airport which some pretty special passengers travelled through including the 35 th US President John F Kennedy The flight that saw Amy Johnson became the first woman to fly solo from England to Australia took off from Croydon airport in May 1930. If we were a city it would be the 8th largest in the UK. East Croydon Station is the busiest in London outside Zone 1. Croydon has London’s only tram network and transports over 29 million people each year. One of London’s greenest boroughs, Croydon has over 120 parks and open spaces, 10 of which have won green flag awards.
Our population in numbers Croydon has 84,000 young people under the age of 15, the largest number of any borough. Just under half of the population (47.3%) is White British, with the next largest ethnic groups Black Caribbean (8.6%) and Black African (8%). 23.4% of the population were born outside of the European Union. The NHS Act 2006 and Health and Social Care Act 2012 state that NHS organisations must make arrangements to involve patients and members of the public in the planning, developing or consideration of proposals for changing the way a service is provided where this affects the way that service is delivered, or the range of services available. The NHS is subject to scrutiny from the public, patients and communities and is accountable to them for the services it delivers. Second level
Why is public engagement important? • It is vital that patients, local people and stakeholders understand who we are, what we do and get involved in our work. • It is our responsibility to maintain public trust and confidence both in the work of the CCG and other health services in the borough. • Staff understanding of and response to population health needs can be improved by involving and listening to those who need and use the services. • Patients and the public can frequently identify new, innovative, effective and effective ways of designing, delivering and joining up services because of their own specialist knowledge.
Why must the CCG ensure they contribute to reducing health inequalities? CCGs and NHS England are required to comply with the public sector equality duty of the Equality Act 2010. Croydon CCG should be able to demonstrate how: • Participation activity reaches diverse communities and groups with distinct health needs and those who experience difficulties accessing health services, including inclusion health groups. • People who have characteristics that are protected under the Equality Act 2010 are involved. • People who lack capacity are protected and empowered and that the provisions of the Mental Capacity Act 2005 are met. By prioritising the needs of those who experience the poorest health outcomes the CCG will be better able to improve access to services, reduce health inequalities in our communities and make better use of resources. Activities should be planned and adapted to ensure that they are fair and equitable regardless of a person’s cultural, linguistic, religious background, communication and accessibility needs.
Patient and Public Engagement in the Commissioning Cycle
Fair and Proportionate 1. Consultation when the proposal is still at a formative stage . 2. Sufficient information and reasons must be put forward for the proposal to allow for intelligent consideration and response. 3. Adequate time must be given for consideration and response. 4. The product of consultation must be considered , and the decision makers must fully and properly consider the points raised during consultation.
Best Practice Examples of Engagement Diabetes In Croydon, improving diabetes services User group views identified that intermediate diabetes services were not meeting needs. PPE surveys and focus groups engaged more than 800 patients and involved Diabetes UK. The patient-led intelligence fed into a new draft service specification and increased patients’ commitment to the changes. Direct engagement costs of £3,000 were set against anticipated economic return of £47,400 a year over five to 10 years through better adherence and a 5% reduction in admission.
Urgent Care Croydon CCG made changes and agreements on the urgent care model in Croydon following extensive patient and public engagement. Plans and options were created with the consultation of the public considering opinions from long term engagement including the need for longer opening hours, more efficient access, further sites and a simpler process. Having taken in to account the views gathered during engagement, three options were created for the new model. Further engagement then took place to influence and guide the final decision. The table below indicates the results of this engagement process. Survey result source Option 1 Option 2 Option 3 Events 66.7% 16% 16% All other 45% 20.7% 29.7% On-line 73.8% 16% 10.3% Voluntary sector 46.3% 26.4% 27.3%
Hertfordshire CCG Understanding and support for major service changes Commissioners and their major providers jointly engaged the public in major changes of services across the health economy before formal consultation on service pathway redesign. Hundreds of face-to-face clinician-led events and focused communications for residents and staff cost around £205,000. A key public concern was transport and accessibility issues, now being addressed with transport providers. PPE initiatives were essential investments to enable public understanding and support for service changes estimated to save some £41m, including £14m recurrent savings plus £27m taken from acute and reinvested in primary care.
Outline the proposal and purpose of the engagement • What is the title of your proposal? • What are the key objectives? • What information do you already know? • What information do you not know?
Identify who you are engaging • Who is directly impacted by this proposal? • Who is indirectly impacted by this proposal? • Who MAY be impacted? • Whose help do you need to make this work? • Who knows about this subject? • Who believes they have an interest in this subject?
Map your stakeholders
Top Tips 1. Always be personal 2. Use plain English 3. Use pictures that reflect the people you want to talk to 4. Be friendly and approachable 5. Be personal 6. Make the room you are using engaging 7. Make sure the venue is accessible 8. Always listen to people 9. Ensure you convey information in a range of ways 10. Give Feedback
How to Engage Methods for Engagement include: • Patient and Public Forums • Focus Groups • Steering Groups • Patient Participation Groups • Public Meetings • Surveys
Any Questions?
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