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Using Patient Opinion in Medway CCG early experience

Using Patient Opinion in Medway CCG early experience. Medway Context. Shares footprint with Unitary authority and with previous Medway PCT 75% of acute activity is with Medway FT Historically; active engagement but limited reach?. Main Providers. Medway NHS FT

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Using Patient Opinion in Medway CCG early experience

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  1. Using Patient Opinion in Medway CCG early experience

  2. Medway Context Shares footprint with Unitary authority and with previous Medway PCT 75% of acute activity is with Medway FT Historically; active engagement but limited reach?

  3. Main Providers Medway NHS FT • 67% of activity is with Medway CCG • One of the 14 Keogh Trusts • Failed 95% A&E target in 2012/13 and Q1 2013/14 • 2nd lowest Achieving Trust in England in F&F • Committed to engaging with patient feedback • Improving performance in A&E and Mortality rates

  4. Main Providers • Medway Community Healthcare • Social Enterprise • From Medway PCT • Includes physiotherapy and stroke rehabilitation • Kent and Medway Partnership Trust • Main provider of mental health services

  5. Our CCG Values • Patient Centred – meaningful communication and engagement with patients and the wider community • Collaborative and Innovative – patients, practices and partners working together to create the best value high quality healthcare for Medway. • Open and Transparent – in work and communications to be honest about what can and cannot be done and to be accountable for the decisions made

  6. Patient Engagement and Medway CCG • Patients’ and carers experience of services can be very different to what we intend or assume them to be • They can tell us what works, what doesn’t and what could be done better as well as what’s important to them. • Should be core to all we do…not a bolt on

  7. Our Commissioning Work plan Social Media Patient Opinion Patient Council Focus Groups Conversations and soft intelligence Proactive Media releases – incl campaigns Patient and Public Communication and Engagement Patient Feedback logs Engagement Events Patient Involvement in PMGs Questionnaires/Surveys Patient Involvement in specific projects

  8. Patient Opinion • Adds Context and colour to what we already know • Challenges assumptions and identifies new areas of good or bad practice • A means of promoting patient feedback and demonstrating response to it.

  9. Provider Engagement • Crucial to successful use of patient opinion • Open responsive culture • Awareness of opportunities arising from visible responses

  10. How do we use it? • Postings made direct on PO are alerted to a number of Programme Leads • We all get the same postings alerted as it is difficult to allocate automatically via PO plus there is often more than one issue in a posting. • Review coordinated via DCOO and the Quality and Safety Team • Logging and review of ‘themes’ arising from PO feedback

  11. Challenges • Anonymity and data protection • Volume of postings • What is a sufficient/appropriate response • How to treat apparent SIs? • Only part of the picture

  12. Future plans • Use of individual patient stories in programme management groups and to Board • Targeting specific services via Patient Opinion • Exploring more intelligent ways of reporting and analysing feedback

  13. Any Questions?

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