27/11/2014

Insight and Involvement

Lesley Goodburn

Head of Communications and

Engagement

2

Midlands and Lancashire CSU

www.midlandsandlancashirecsu.nhs.uk

Insight and Involvement the

Journey so Far

4

Midlands and Lancashire CSU

www.midlandsandlancashirecsu.nhs.uk

Strategy

Patients, Carers and the Public

Access and Waiting

Clean comfortable place to be

Safe high quality care

Building closer relationships

Better info more choice

Miscellaneous

Domains of patient

experience

Community Providers

Acute Providers Mental Health

Providers

Independent Providers

Voluntary Sector Providers

NHS England Area Team

CSU

Patient Experience Social media, media, complaints, PALS, workshops, surveys – any feedback

Clinical Effectiveness GP concerns about secondary care and secondary care concerns about GP services

Safety - Incidents in primary care

Quality

Implementation and Roll Out

Completed Implementation

• 9 CCGS and 350 GP practices in Staffordshire. Shropshire, Telford and Herefordshire

• 3 CCGs in Lancashire and 88 GP practices

• NHS England Staffordshire and Shropshire Local Area team

• Out of Hours providers –Lancashire

• Condition support groups Staffordshire

Planned Implementation

• Health and Well Being Board in Staffordshire inc HealthWatch

• 4 CCGs in Lancashire and 250+ GP practices

• CCGs in Central midlands and GP practices

• Condition support and voluntary sector groups

• Care Homes

• Discussions about provider implementations across a health economy

Results

• Review of patient transport services

• Changes to community hospital discharges

• Changes to appointment systems for phlebotomy

• Review of trans gender funding policy

• Set up of inter practice charging for contraceptive implants

• Registration clarification with practices

• Set up of medicines management review group

• Review of community nursing services

• Set up of podiatry review group

• Results reporting • Review of urgent cancer

referrals• 111 working group to

address on going issues

Learning Insight

• Engage with the users• Champions are important • Senior sponsorship - initiating and sustaining • Data sharing and information governance • Tailoring the system to user needs• Consistency of reporting – key data • Feedback to the practices and public and closing

the loop • Clear standard operating procedures• Build the system with a user not a consultant

Learning Involvement• Early involvement at the start of discussions

• Focus on the strategic – health needs and prioritisation

• Role of HWWBs – integration

• Systematic and systemic

• Cant be CCG led needs to address what's important to people

• Role of communities, hyper local, social media and reaching the people

• Individual involvement (PIC) key to transformation and integration

Lesley.goodburn@staffordshirecss.nhs.uk07545 423379