Feedback framework – You said, we did

 

It is important for NHS Bexley Clinical Commissioning Group to be open and transparent about how your feedback is processed and how it helps to inform our work and commissioning decisions.

Following discussions with our Patient Council and Equality, Patient Experience & Engagement committee (EPEC), dedicated to reviewing and assuring the CCGs approach to Patient and Public Involvement, a clear message was illustrated that we need to be clearer about how the feedback we receive is used. 

Members advised us that although the CCG spends a lot of time engaging with stakeholders it does not always let them know how their input has made a difference or added value to local services.

In response we created a ‘feedback framework’ which simply illustrates the many ways in which feedback is received and how it is used to help inform and influence our work.

 

You said we did 2

 

Here are just a few examples of how patient experience and public involvement has made a difference and how your feedback has influenced our work during 2019/20.

 

You said, we did

 

You said

We did

The CCG does a good job of involving people in its work – but it needs to get better at letting people know what happens to their feedback and what changes as a result

We organised a workshop to review our approach with Bexley Patient Council.   Using insights and comments captured at this event we have subsequently developed a feedback framework to illustrate the many ways in which we receive patient feedback and how it is used to help inform and influence our work.

The patient experience team also seeks consent from attendees at events to keep them updated on the outcomes of their feedback.

We also publish selected activity on our website for wider viewing, tweet and include patient stories in our reports to prime CCG committees.

 

The CCG should take more action to raise awareness of meetings in public such as the Governing Body.

We regularly promote dates, times and venues for our public meetings to our Patient Council, PPGs and mystery shopper members and encourage their attendance.  We also promote meeting dates when we are attending community events and share details with our Voluntary and Community sector organisations to share with their members.

There should be more support to assist the development of local patient participation groups (PPGs)

We created and disseminated a suite of tools and resources to all PPGs and practice staff to support their progress and on-going development.

This was also promoted at our PPG network meetings which are attended by PPG Chairs and members across the borough.

Our Head of Engagement provided 1:1 support to practices that were experiencing challenges to support them in developing and sustaining a PPG.

There is disparity in access to health checks for people with learning disability

A task and finish group has now been established to focus on access to learning disability health checks which is supported by a clinical lead.  Action has also been taken to support GPs & practice staff in delivering health checks and highlighting a range of tools and resources for support.

Most people still don’t know what out of hours services are available in Bexley, particularly the 8-8 GP extended access hubs.

We regularly promote information about access to services via our Twitter account and on our website.

In addition we have taken steps to ensure that details of the 8-8 extended access service are promoted at GP practices and Urgent Care Centres in Bexley and community events.

Awareness training needed for staff to include challenging assumptions around BAME and transgender populations and addressing inequalities.

We have introduced mandatory unconscious bias training for all CCG staff. 

 

 

 

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