You said, we did

  • Self Care

You said: For our promotional campaign materials for 2016’s Medicines Waste campaign, you said that some of the materials were difficult to read, with the text being too small and the colours making it difficult for some people to read the text.

We did: For our 2017, ‘Saving Money is Saving Lives’ self-care campaign, we ensured that all font sizes were an appropriate size, that there was a clear offer for all materials to be made available in alternative sizes, formats and languages and that any colours used, were appropriate for any residents who may be visually impaired.

  • Patient Participation Groups (PPGs)

You said: You were unaware of your practices Patient Participation Group (PPG)

We did: We continued to develop the PPG Forum which established at the start of 2017, extending from our current PPG members, we have worked with practices to ensure that they are promoting the forum and asked practices to ask their PPG members to contact the CCG so that they can be kept in the loop for all PPG news.

We have also contacted residents via our My View newsletter ans social media, to make them aware of PPG’s, to encourage them to sign up to their practices respective groups and to join the PPG Forum.

  • Working with care homes

You said: Care homes told us they would like better access to medicine support.

We did: We set up a dedicated Ask The Pharmacist email address which is specifically for care home colleagues to use and is monitored regularly by our medicine management colleagues.

  • Extended hours

You said: Our local community communicate their need to access a GP or primary care colleagues.

We did: To improve access to primary care, we launched an extended hours pilot in November 2016 which offered a range of additional appointments with GPs. This is on the back of NHS England’s GP practice Forward View which focuses on vision for primary care over the next five years.  The additional appointments provided at some practices was then extended in September 2017 to offer more appointments.

  • Medicines waste

You said: We were aware from the patient experience we gathered that some patients may struggle to use the new repeat prescription ordering system.

We did: We monitored all patients with a repeat prescription, identifying when they are due to order their repeat prescription and if any resident, after a week overdue, has not ordered their medication, the CCG rang them personally to check that they are ok and not having issues. If issues were identified then these were managed immediately.

You said: We were aware that some patients live in rural areas and/or may be unable to visit the practice in person to register for Patient Access.

We did: We worked with GP practices in West Lancashire to identify any vulnerable patients who they perceived may need extra support to get set up with the Patient Access system for ordering. The CCG worked directly with these patients to support them.

  • Respiratory awareness event

You said: Patient and resident feedback was positive following a public event we hosted in Skem jointly with the voluntary community and faith sector and Well Skelmersdale.  The event raised awareness of the health issues and encouraged patients to self manage after a diagnosis of COPD (Chronic Obstructive Pulmonary Disease).

We did: The CCG has committed to host more events like this in the future out in the community to highlight respiratory care and self management.

  • Patient Participation Groups (PPGs)

You said: Patient groups contacted the CCG asking for more support working with other PPGs across West Lancashire

We did: In response, we set up a new PPG West Lancs wide forum.  We hosted the first in January 2017., which was lead by the CCG lay member for patient and public involvement.  We have agreed to work with the practices to develop a forum, which will be both face to face and utilise virtual options.

  • Community health services procurement – pop up shop listening events 

You said: In June 2016, we hosted a series of small pop up shop style listening events across West Lancashire, for example in supermarkets entrances and libraries.   This was to support our community health services procurement and give you and us the opportunity to discuss how we plan to measure success.

We did: We published a report containing details of what you told us.  This report was shared with all bidders during competitive dialogue meetings and helps to inform their understanding of our local community.  The report is accessible here.

  • Community health services procurement – engagement with incumbent staff 

You said: As part of our proactive approach to engaging with incumbent staff throughout community health services procurement, we held four engagement sessions in January and May 2016.  During this interaction between the CCG and incumbent staff, members of staff communicated that they would like to be involved in this process as much as possible.

We did: To further build on this engagement we had started through these sessions, we started to deliver regular updates through the various providers’ existing communication channels.  We also identified some volunteer members of staff which were individuals specifically interested in being involved at a bigger scale.  The details of these individuals, who we are currently referring to as ‘staff champions’ will be passed to the new provider(s) who we hope will work with them during the mobilisation phase (Autumn 2016 – April 2017).  To support our regular briefings to staff, we also developed a set of Frequently Asked Questions, which focused on pensions, and terms and conditions.

Patient experience group 

You said:  As a CCG, our board, staff and membership value patient experience and understand how this is vital to any work we do.  We wanted to strengthen our focus on patient experience and help the Quality & Safety Committee examine any emerging issues or themes.

We did:  We set up a new Patient Experience Group, which is made up of representation from the CCG, GP practices, West Lancashire CVS and Healthwatch.  External attendees are also invited in to take part in discussions.  The group first met in Autumn 2015 and has so far focused on strengthening processes around how we report complaints and patient insight.  The group has also created a signposting document to help people working within the system understand more about how to support and direct patients who want to complain and/or share feedback.  Importantly, the Patient Experience Group produces a regular report to the Quality & Safety Committee which captures everything the CCG has been told and collated that quarter – this could be anything from letters from local residents to events we have hosted.  The information within the report is then shared and considered as appropriate.

  • Community health services 

You said: We held a series of five pubic listening events in June/July 2015.  These took place in community venues across West Lancashire and invited local people to drop in and share their views and experiences of the local community health services.

We did: The findings of this you said, we did report will be considered by the CCG and our partners that were in attendance and other relevant organisations such as Healthwatch.  The CCG’s procurement of community health services will consider the views and experiences shared within this report.

  • Involvement in our decisions

You said: Local people in West Lancashire continue to join our My View group, which allows them to stay informed of our plans, decisions and news.  Many members of this group specify areas they are interested in and/or have experiences of e.g. cancer, mental health services or hospital services.  Last year, we held a listening event which members of the public can drop into and share their feedback.  A local gentleman attended one of our events expressing his views on how local services could be improved to further support cardiology patients.

We did: Within our plans for improving community services and delivering more care closer to home, we explored how a cardiology service offered in the community may further help patients and carers in West Lancashire.  In doing this, we carried out a procurement exercise to invite potential providers to bid for this new contract.  As part of this process, we invited the local gentleman (who is a cardiology patient) that we met last year to attend our meetings with potential providers to ensure the patient perspective was listened to and fully considered as part of this process.

  • Carers

You said: Attendees at our Annual General Meeting in September 2014 stated that carers are a crucial group for the CCG to engage with and wanted to see evidence that we have fully involved them

We did: In August 2014, with funding from the CCG, a community health co-ordinator and health liaison lead began working for Central & West Lancashire Carers based in Skelmersdale, to ensure carers are identified and receive services that promote their emotional and physical wellbeing.  Healthcare staff, in both hospitals and GP practices, have received carer awareness training and advice weekly, as well as attending promotion and outreach events.  A pilot is being planned to improve the referral process and support of carers identified within a local GP practice.  We also fund Barnardos to provide a service to support young carers and their families.  Recently, these two organisations have been closely working together to ensure the smooth transition from children’s to adult services.  We also invited the local carers centre to two of our public listening events and continue to have a dedicated carers’ information page on our website.

  • Local participation

You said:  We held a series of five pubic listening events in 2014/15.  These took place in community venues across West Lancashire and invited local people to drop in and share their views and experiences of the local NHS.Public listening eventsLocal participation

We did:  Alongside attendees from Lancashire Care and also Southport & Ormskirk, we listened to your views and comments.  In some cases these led to direct actions and for others the insight was considered by the relevant NHS organisation.  This you said we did report gives an idea of the topics discussed at these events.  Please note – in some cases full patient cases are shared at these events, which are not included in this report.

  • Health services 

You said: Service choice is confusing and knowledge needs improving e.g.“I don’t waste time with the doctors, I go straight to A&E.”Options of health services

We did: We continue to run the Examine Your Options campaign, which helps to educate our local communities which health services are available for them to access.   This campaign activity highlights what each health service aims to cater for, how to access them, opening times and any changes in operations around busy times such as Easter and Christmas.

  • Support for those living with cancer 

You said: Via a cancer focus group, you said that clinical services offer good support but there is little information and support in the community and patients are left to seek out further advice to support them and their carers/families cancer support

We did: We successfully bid for Macmillan funding to deliver more support for those living with or beyond cancer, and their carers/families.  A project officer will be appointed in spring/summer 2015. The bid considered the insight gathered in the focus group.

  • Local participation

You said: Community wants to be involved in their own areas and would like CCG to recognise local needs and the differences across West Lancashire

We did: We amended our My View sign up system to include the opportunity for new members to indicate which of the five localities they are from.  This will allow for further targeted engagement to support projects such as our vision for joined up care, Facing the Future Together.

  • End of life

You said: From talking to patients and their families, we learned that most people want to die at home.  However, national statistics show that the majority of people actually die in hospital.

We did: To help encourage our community to plan ahead with advance care planning and, to influence more people dying in their place of choice and to help people to talk more openly about death, dying and bereavement, we carried out various awareness raising activities such as producing a creative video about advance care planning and launching a community coffin project.

  • Cardiology

You said: There needs to be further support in the community for cardiology patients: e.g. reducing need to go to hospital.Cardiology

We did: Community cardiology service went out for procurement in April 2015, which once in place will allow patients to receive treatment and support outside of hospital.

  • Quality improvement event

You said: Our local community said they value sharing their voice alongside the clinicians and people within the NHS
We did: We hosted a joint collaborative quality improvement event with NHS Southport and Formby CCG, Southport and Ormskirk Hospital NHS Trust and South Sefton CCG, which addressed the care and services provided for those with urgent care needs and/or long-term conditions. The event welcomed patient and public representatives, clinicians, commissioners, social care providers, CVS and many more to address patient journeys, and how both services and the flow of information to support them could be improved. All delegates at this event will now be kept updated with how their views and actions on the day will feed into addressing quality improvement in the local area.

  • Community event

You said: We want to know who will be responsible following the NHS transition.

We did: In April 2013, we hosted six open meet and greet community events in various venues across West Lancashire, welcoming members of the public to come along and meet the local GPs involved in the CCG and hear more about how to get involved.

  • Prospectus

You said: Members of the public who could not make it to our public events wanted to know more about the CCG.

We did: The CCG created a mini guide called a prospectus which highlights who is who, the priorities, the finances involved and also how to get in touch.

  • Board meetings

You said: We want to have access to the leaders and the decision makers of the CCG.

We did: We committed to holding our board meetings out in the community, which members of the public can observe. We also introduced an informal networking slot at the end of the meeting to allow attendees to talk to the board members.