Who are our providers?
The CCG is responsible for planning and buying (commissioning) local healthcare services. The services we buy are:
There are individual organisations that provide these services. The main providers in Central London CCG are:
We find out what engagement work the different organisations are doing and we work together as much as possible. We also take action in response to feedback we get fromthis engagement work.
How do we regularly monitor patient experience with these providers?
We monitor patient experience across our providers in multiple ways. The key tools we use are:
1. Quality and Safety meetings
Our Quality and Safety team and our Equality Lead are really important in monitoring patient experience as they will hear about the quality of services through quality review meetings with providers. We work closely with them to make sure the CCG is asking the right questions, focusing most on those people who will find it hardest to access our services.
Lay members from the CCG attend these meetings to ensure that patient voices are heard when we assess the quality of the services we commission.
We use these meetings to monitor and assess patient experience by reviewing:
Lay members who attend these meetings also chair and attend the CCG’s Patient Reference Group, so are able to relay wider patient feedback and liaise between these two groups.
2. Contract monitoring meetings
Our commissioners also hold regular contract monitoring meetings with our providers to ensure they are fulfilling their contractual obligations of delivering high quality health services to local people. At these meetings the CCG addresses:
Working to improve patient experiences in GP practices
The CCG works closely with primary care providers, such as GP practices, to review and monitor patient experience and involvement through the following channels:
3. CCG Patient Reference Group
This is a group of local volunteers, including Westminster residents, local GP Patient Participation Group members, and community organisations. They meet every two months and one of their roles it to advise on which projects need engagement and how best to co-ordinate this. See our page here for more information.
4. Annual provider reports
In addition to quarterly and monthly reporting, the CCG is able to review annual reports from its providers, such as this Central London Community Healthcare NHS Trust's 2019 annual report.
5. Annual provider strategies
In addition to quarterly and monthly reporting, the CCG is able to review annual strategies from its providers, such as this patient and public engagement strategy from Central London Community Healthcare NHS