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Closing the loop - feeding back to our population

We understand that feeding back on the results of participation is a vital part of the process.

It enables us to show what information we have gathered and the impact it has had on the way we carry out our work and on our commissioning decisions. It can help people to feel valued and encourage them to be involved.

We try to use a range of methods to feedback to those who have taken part in engagement activities and regularly publish documents outlining public involvement activity and the difference it has made.

 Method

Description and examples

Personal feedback

Letters and emails to those who have taken part to round up of key points and answer further questions.

For example in January 2019 we attended a Healthwatch Assembly to session to ask about their views on our engagement principles.

Following a period of consultation, we returned to the October 2019 Healthwatch Assembly to explain how their feedback had been used in the development of the new engagement principles and strategy. View the Healthwatch presentation.

Website

Survey results, verbatim comments and formal consultation documents, you said, we did information is regularly posted on our website in a timely manner. This includes information about recent surveys or engagement events.

Examples include:

Newsletter

We provide updates about how the public has influenced our work, and links to outcomes of surveys in our regular stakeholder newsletter.

https://www.valeofyorkccg.nhs.uk/data/uploads/get-involved/stakeholder-newsletter/stakeholder-newsletter-november-2018.pdf

Short documents

We create short documents collating the main feedback on topics where we have asked for your feedback.

For example:

Short videos

We produce a number of videos to capture feedback from our community. In this video we ask our key stakeholders and patient voice partners about engagement and about how our conversations with the public had influenced our commissioning intentions

Our Youtube channel can be found here.

Inviting in patients/public to find out how their feedback has made a difference

In Jan 2019 we invited in a lady who had concerns with the changes in calling to book patient transport services. She came in to provide a view of the eligibility criteria from the side of the patient.

In August 2019 we invited in Age UK to meet the Continuing Healthcare Team to discuss the process of getting packages of care for clients and the barriers and difficulties they face.

Patient stories

As part of commitment to ensuring the patient, carer and public voice is heard within the organisation, we present a patient story as a regular item at the start of each Quality and Patient Experience Committee (QPEC). Our patient story action plan illustrates how we continue to involve patients and feedback the difference their story has made. 

For example: Following the story presented by a service user going through the continuing health care (CHC) assessment process the Deputy Chief Nurse and Head of Engagement met with the CHC nursing team. They presented the feedback from the QPEC patient story to and ensure that the experience was shared with those delivering care. View a copy of the presentation by clicking here. They have then continued to meet with the carer and his mother on a regular basis to understand their experiences during different stages of the process. In January they went to meet the carer’s mother in a local care home to see how she was getting on and her experience of the process.

Social media

We use Twitter and Instagram to provide feedback and updates about surveys, strategies and plans.

Presentations at forums

We regularly attend local voluntary sector and carer forums and Patient Participation Groups to give updates about the work we have done and how patient feedback has helped to shape improvements.

In September and November 2019, our Head of Engagement provided feedback to a local carers advisory group. The group had commented that GP practices needed to provide more support to carers and improve signposting. As a result of their feedback MyHealth practices now have carers champions, are writing out to all registered carers on their lists to offer additional support and have improved information on notice boards and their website.

We are regularly on the agenda at the quarterly Healthwatch Assembly consistently to give feedback and update the forum on the work of the CCG.

  • January 2018, April 2018October 2018 Dr Kev Smith, Executive Director for Primary Care and Population Health gave an update about how feedback from our community has influenced our priorities and commissioning intentions and how we are performing against our priorities.
  • April 2018 – Sarah Fiori, Senior Quality Lead, talked about the quality work that is taking place within care homes. Including training to recognise deteriorating residents, improving safety and raising awareness of pressure ulcers. Sarah Goode gave a presentation about our work with the learning disability community to feedback about progress.
  • January 2019. Head of Engagement, Victoria Binks, gave an update on the 2019-20 commissioning intentions and how they had been influenced by what our population had told us. She also gave feedback through some you said, we did examples. Presentation can be viewed here: 
  • October 2019 Head of Engagement, Victoria Binks, gave an update on the views of the Healthwatch Assembly had shaped the CCG’s engagement principles and strategy. Feedback was also provided about action that had been taken from a recent Healthwatch report into the experiences of the LGBT community in accessing healthcare. (Link to presentation)

Committee meetings

We regularly give updates at the Quality and patient experience committee, Primary Care Commissioning Committee and Governing Body to feedback what our population has told us. The engagement report that is presented at every QPEC meeting can be viewed on this page. 

 

You said: We did - how your conversations and feedback has influenced our work

You can find out more about the impact that conversations with our community have had in the development and improvement of services on our you said, we did webpage.

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