Holding providers to account on patient and public involvement

Updated: Feb 2019

How we hold providers to account on patient experience and public involvement

As part of the CCG’s legal duty, we monitor our providers’ patient experience and feedback through a number of channels including contract management boards, through our patient relations team.

We capture feedback from service users about providers through compliments, complaints, patient experience feedback reports and the results from surveys. The Head of Engagement meets with the Patient Relations Team once a month to identify any trends in feedback. In addition visits to providers’ services are undertaken to review the quality of services.

This information is provided in a bi-monthly report to the Quality and Patient Experience Committee.

You can find the following information on this page:


Managing the quality and patient experience of our providers

The Quality Assurance Strategy 2018-21:

This Quality Assurance Strategy and accompanying framework sets NHS Vale of York Clinical Commissioning Group’s (the CCG) objectives, responsibilities, and governance arrangements for the monitoring and assurance of quality in the services it commissions. One of the main objectives is to ensure that services commissioned are safe, effective, provide good patient experience and ensure continuous improvement.

The full Quality and Assurance Strategy 2018-21 document can be read here:

  • Page 2 gives and overview
  • Pages 14-1 provides information about how we monitor and report on contracts
  • Pages 30-31 – Give and overview of the requirements of our site visits, which included monitoring

More information about the launch of the strategy can be found here.

Back to top

Our contract with providers:

The Contract supports this by giving a robust framework through which a commissioner can set clear standards for a provider and subsequently hold it to account for the quality of care it (and any sub-contractors) delivers against those standards.

The Contract requires providers to run services in line with recognised good clinical or healthcare practice, and providers must comply with national standards on quality of care and any agree local quality requirements (NHS Standard Contract 2015).

The contract is managed by Contract Management Boards and relevant sub contract groups (e.g. Quality and Performance Sub CMB). These forums address under performance against all quality requirements and either agree action plans for improvement and/or provide a process for escalation of quality or performance concerns which are impacting on quality. Each commissioned provider is required, contractually, to submit information on recognised indicators of the safety, quality and effectiveness of services, including patient experience information from internal and external surveys, Family and Friends, complaints and PALS information

We are working with Yorkshire Ambulance Service to help with their monitoring of patient experience and feedback about their Patient Transport Services. Click here to find out more about how we are working with YAS to review their patient feedback.

Back to top

How we ensure that the quality, patient satisfaction and the patient’s voice is heard through our committees:

The CCG’s Quality and Performance Committee (Q&P) receives monthly reports on provider performance against their respective quality and performance schedules including CQUINS and quarterly data packs describing performance over time. Current issues impacting on performance and plans to resolve compliance issues are also monitored. Intelligence is monitored and reviewed at our Quality and Patient Experience Committee (QPEC) meeting, held every two months. This helps the CCG assure itself that the experience of its patients – both positive and negative – is being used to drive quality improvements across the healthcare system.

The Quality and Patient Experience Group (QPEC) meets bi-monthly and produces a detailed quality report reviewing all aspects of quality and patient experience/feedback for all providers. Reports and issues requiring escalation are then shared with the CCG’s Governing Body at each meeting held in public. Reports on both adult and children’s safeguarding are reported to QPEC each quarter and presented by the Designated Professionals working on behalf of the CCG.

A Primary Care Co-Commissioning (PCCC) meeting occurs bi-monthly and has a pivotal role in receiving information to provide assurance on the quality and safety of primary care services. It receives reports and updates providing information on compliance with Quality Outcome Framework (QOF), and meeting standards against CQC and patient satisfaction domains.

Back to top

Examples of where we have worked with providers to act on patient feedback

Recent change in continence products: June-August 2018

It was recorded that negative feedback was being heard from service users and York Carers Centre (on behalf of local carers) about a recent change in continence products during June 2018. On investigation, York Teaching Hospital NHS Foundation Trust had procured a new supplier. Some service users and carers raised concerns about the quality of the product, which were causing pain and discomfort.

The CCG’s Deputy Chief Nurse liaised with the hospital Trust’s Operational Manager about these issues. Following this, the CCGs Deputy Chief Nurse, Head of Engagement and Patient Experience Lead attended an event hosted by and held at York Hospital. The event focused on understanding the issues raised by patients and carers, and members of the  continence advisory team and staff from the provider (Hartmann) were available to answer questions and give support. Samples of all like-for-like product types were brought along for patients and carers to view and give assurance that the quality was the same as with the previous supplier.

 It was a proactive and positive event and the CCG were reassured that issues were being resolved swiftly. Individual cases were looked into. Learning around better communication, and involving the most vulnerable patients carefully in the process was taken from this event.

Accessible Health Standards: December 2018

On a visit to the York Blind & Partially Sighted Society YBPSS, (now known as MySight York), the Head of Engagement was made aware that some of its members had recurrent issues in receiving information from the local hospital Trust in an accessible format they can read. The YBPSS business manager was concerned that there was an issue with the identification of patients who required accessible information the under the Accessible Health Standard.

This information was passed to the patient relations team to log and investigate further. The concerns were shared with relevant staff at the local hospital Trust, who immediately resolved for the individual patients. The hospital Trust confirmed that identification flags had been added to the patient database which would automatically alert staff to the individual’s requirements and preferred format of communication. Assurance was also sought on how the Trust would improve the service in the future.

    As at January 2019 their action plan (which the CCG shared with YBPSS) includes:

  • The Facilities Department (who are responsible for Accessible Information) are developing a more detailed Standard Operating Procedure (SOP) which will be shared amongst the Department. This will focus on ensuring that all staff are aware of the importance of the identification flag and what to do should they encounter it. This will also be available to the wider Trust staff via the Trust website where all SOPs are available for guidance.
  • Raising awareness of the process within the Trust and consider making the Accessible Information eLearning mandatory for all staff.
  • The Matron responsible for the Trust specialist nurses is briefing the team about the need to provide information that their patients can easily read/understand, such as larger print.
  • Accessible Health Standards will be discussed at the next quarterly specialist nurse forum.

This information has been feedback to YPBSS and the members of public involved.

You said, we did

More information  can be found about how we are acting on patient and public feedback in our you said, we did section of the website

Back to top