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Better health and wellbeing for the residents of Lincolnshire

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How we involve you

Our commitment

We ensure that patients and the public are at the heart of our decision making.

The CCG is committed to understanding the needs of our population and empowering patients to have more choice and control over their condition, in the development of future services and by identifying priorities. We aim to improve local health services and respond to the health needs of everyone in the area by ensuring patients and the public are at the heart of decision making.

This commitment is embedded within our constitution.

Page 8 of the constitution clearly highlights the importance of patient and public participation in section 1.6.1 h) iii. Developing and delivering a Communications and Engagement Strategy which builds continuous and meaningful engagement with the public, patients and carers to influence the shaping of services and improve the health of people in Lincolnshire including:

  • working closely with seldom heard groups to ensure they have a voice;
  • using local and national patient experience data and information to inform our work;
  • engaging all CCG practices, including GPs and Practice Managers, and CCG staff in the development and ongoing work of the CCG to ensure they are involved in the core business and related work streams;
  • support the development of relationships with key stakeholders to ensure partnership working and involvement;
  • developing core materials and mechanisms for ongoing two-way communications between the CCG and public to allow continual feedback in commissioning decisions;
  • paying due regard to latest legislation, regulations, guidance and best practice; • engaging with the local authority health overview and scrutiny Committee;
  • meet annually in public to present an Annual Report which is then published; • produce Annual Accounts which are externally audited;
  • publish a clear complaints process; • Comply with the Freedom of Information Act 2000 and with the Information Commissioner Office requirements regarding the publication of information relating to the CCG;
  • provide information to NHS England as required; and
  • be an active member of the local Health and Wellbeing Board(s).

We also show this commitment in our Values and particularly our Patient Focus value where we commit to seek the views of patients and take them into account in what we do.

Principles of engagement

Our Communications and Engagement Strategy demonstrates how we will include patients, the public and stakeholders in our decision making to continually improve services. It also outlines how we will adhere to our statutory responsibilities to carry out effective consultation and engagement and is aligned to our equalities work programme to ensure that we work with our whole population and groups who may be underrepresented.

The principles we follow are outlined in our Communications and Engagement strategy.

We will ensure that we are always:

  • Open, honest and transparent
  • Accurate, fair and balanced
  • Timely and relevant
  • Reflecting the diversity of our population in our engagement
  • Respectful of all our stakeholders
  • Involving communities that experience the greatest health inequalities and poorest health
  • Tailor and target our engagement to involve different groups, including hard to reach groups
  • Explaining how we will use information gathered through public involvement
  • Evaluating our activities to learn from them
  • Cost effective
  • Clear, using plain English and accessible, in line with the NHS England information accessibility standards

These are in addition to abiding by the NOLAN principles as outlined in our Constitution and Cabinet Office consultation principles as well as following values based on the principles for participation identified in the NHS England best practice document “Transforming Participation in health and care”.

  1. We will take time to plan well and start involving people at the earliest opportunity, before a procurement or service delivery change commences.
  2. We will make use of best practice and learn from other organisations to focus our approach on making the most positive difference to our patients
  3. We will learn from what has worked well and not so well in the past, and consider how to apply this learning in the future.
  4. We will fulfil our legal responsibilities under the Health and Social Care Act, 2012 and Equality Act 2010.
  5. Our relationships with all stakeholders (patients, our key partners and the public) will be conducted with respect and inclusivity, focused on equality.
  6. We will ensure that involvement reflects the diversity of our population with consideration for the protected characteristics under the Equality Act 2010.
  7. We proactively seek involvement from people and communities who experience the greatest health inequalities and the poorest health outcomes, using differing methods. We will ask people how they want to be involved.
  8. We will always consider the barriers that may stop people from getting involved and find workable solutions.
  9. We will use appropriate language and openly share information.
  10. We will be clear about how people’s involvement will be used and give feedback on the outcome of engagement in a timely manner
  11. We will evaluate the effectiveness of our patient experience and engagement activities, sharing and incorporating our learning to enable us to continually improve. Activites will be reviewed by our Patient Council
  12. We will demonstrate how patient experience and engagement have informed our decisions and made an impact.
  13. The CCG adhere to strict codes of confidentiality, and patient information is held in line with the requirements of the Data Protection Act 1998.

Assurance of our patient and public involvement

Our CCGs governance structures are established to support patient and public participation and evidence how their involvement influences the CCG’s decision making. They also ensure our patient and public involvement activities are monitored and assured.

Our Patient and Public Involvement Non-Executive Director is a key member of our Governing Body, Quality and Patient Experience Committee (QPEC) and Lincolnshire CCG Patient Assembly and champions engagement and equalities at many levels of the organisation. The Non-Executive Director for Public and Patient Involvement offers advice and challenge to the CCG from a patient perspective to influence commissioning decisions. Our engagement function is part of the CCG’s Nursing and Quality Team and is led by the Director of Nursing and Quality, which ensures that patients and the public are at the heart of CCG decision making.

Reports on our engagement and outcomes of this are reported to QPEC and to our Primary Care Commissioning Committee (PCCC) if it is about a GP surgery.

Updates from the Non-Executive Director and escalation of engagement feedback if required are reported into our Governing Body meetings.

We also welcome assurance on specific projects from our patients and public.

Our continuous listening model

Our continuous listening model

Our Continuous Listening Model shows how we ensure that patients and the public are at the heart of our decisions and everything we do. We make sure we hear patient and public feedback in a number of ways; through reports, via our committees, at events as well as directly into the CCG. This means that we can take action based on the feedback we hear.

The CCG uses a variety of mechanisms to review and listen to how patients, carers and service users experience our commissioned services including local patient experience intelligence reports, which include complaints, national patient experience survey results as well as feedback from other sources for example Healthwatch Lincolnshire, Patient Participation Groups (PPGs), Listening Clinics, Listening Events, Patient stories, Friends and Family Tests across our providers at Trust and ward level. All of this information is reported into our Quality and Patient Experience Committee to ensure an accurate assessment of the quality of services can be made alongside quality and safety information.

Our continuous listening model utilises methods and channels for gathering patient experience, views and engagement feedback.

Our continuous listening model ensures that we are listening to the views of our local population within primary care and across our community groups, seldom heard groups, providers and stakeholders.