You said, we did

Herts Valleys CCG is committed to ensuring that the services we commission reflect the needs of our local west Herts population.  We are also genuinely committed to making the views of local people count because we know we will only get services right if we hear from, listen to and are influenced by the people who use the services we commission on their behalf.

You will find below some examples of what we have done this year as a result of feedback received from patients, local residents, member practices and other stakeholders.

Our videos are embedded below:

Heather Aylward, Public Engagement Manager at HVCCG giving an introduction to patient involvement:

 

George Edwards, Chair of Rothschild House Group Surgeries, Tring & Pitstone PPG:

 

Boxmoor Lodge Patient Feedback Meeting 29 January 2020:

Brenda Patient Feedback Interview:

 

As we create these films/videos, we are looking to create a larger piece that will be a compilation of all our patients that we have filmed in regards to how they have influenced our policies, service redesigns, patient focused information and other areas of our work. The film will show the importance of patient involvement and, from a patient perspective, how feedback and participation has made a real difference to the way local health services are commissioned. We have created a brief on how were wanting the film to look. You can view the brief here here.

To see how local people’s involvement and participation has made a difference in 2020 to the way that services are provided here but below are a few examples

Reader Panel
Our reader panel have reviewed, throughout the year, patient focused information to ensure it is easy to read, clear and unambiguous.  As an example, this has included a leaflet for elderly residents;  information to give out in emergency departments on NHS111 first;  changes to dry eye treatment; provision of shower and bath preparations and to insulin pens and a children's minor illness leaflet. Some amendments included:

 

• Making sure that acronyms were not used or explained.
• Clarifying some information that appeared to be duplicated or contradictory. 
• Suggesting better layout methods, with the key messages in a prominent position.
• More clarification on the process for any changes

We have recently reviewed the panel and based on their feedback, we have produced guidelines for both panel members, the CCG and also authors of the information being reviewed. This had included longer timescales for responding, more detail on changes made as a result of feedback and sharing the final document prior to publication.
If you are interested in helping to ensure that patient information is as clear and useful as possible and would you like to join our reader panel then please contact heather.aylward@nhs.net for more information.

 

GP Practice Patient Groups
Feedback from patients, GP practice staff and our patient and public involvement committee, both verbally and through a survey, highlighted the need for additional resources to develop GP practice patient group activities. 

We worked with Healthwatch Hertfordshire, a lead GP, practice managers, staff and patient group network members to launch a PPG incentive scheme in March 2020.The scheme includes additional funding for practices dependent on the level their patient groups attain.
For more information contact heather.aylward@nhs.net

 

Patient and Public Involvement Committee (PPIC)
Our PPIC provides assurance to our board that there is meaningful participation in the business of the organisation from patients, carers, families and members of the public. Its role also includes the review of strategies and proposals to offer views from patients' perspectives.  This means that the patient voice in integral to the way the organisation runs and commissions services for the local community.

Although it has been more challenging to meet this year our PPIC members have continued to participate through virtual sessions.   For more information on PPIC here where you can also check out the notes of meetings for a more detailed account of discussions. 

 

Virtual consultations
Following feedback from stakeholders Herts Valleys CCG wanted to explore how virtual consultations had worked for patients during the pandemic.
A survey was distributed to gather patient experiences of accessing virtual consultations.   This survey identified over 75% of respondents were happy with their virtual appointment.
The CCG is now linking with main service providers on evaluations of their virtual consultations including patient feedback they may have received.  They will also take into account those that may be digitally excluded.  A report will then be completed, based on all the information with recommendations on next steps. These will then be shared with our PPI Committee and wider networks.

 

Keeping in touch and staying connected
Various stakeholders contacted us suggesting they had felt 'out of touch' during the early days of the pandemic, in response to this we re-established contact with our networks to provide regular information and also to help people stay connected.

 

All our session are recorded and these, together with any supporting information are available here. 

 

You can also view 'you said, we did' from previous years 2018 and 2019

We have sent a seasons greetings card to thank everyone who has been involved and supported participation at the CCG in 2020. The card gives a few examples of how involvement has impacted and made a difference to patient experience in west Herts.

To see the card here