Evaluating our engagement
In 2018, our Patient Reference Group and annual CCG engagement assessments* told us that one of the key areas where we needed to improve was how we fed back to people on what we had done with their feedback. We took this very seriously, and over the course of 2018-19 we have done the following:
- We now direct people to the reports and You Said We Did page via Twitter (see image above).
- We published the Community Champions social return on investment report on our website.
- We published a summary of our engagement activity for comments.
- We published the BME Health Forum social return on investment report on our website.
- To ensure the voice of people with diabetes, carers and members of the local community are embedded within the work of the NW London Diabetes Transformation Programme a group called the Partners in Diabetes (PiD) was set up. The group chose their own name and coproduced with commissioning leads approaches towards engagement. There have been monthly meetings of the PiD since August 2018 to provide feedback and comment on different parts of the transformation programme, as well as recruiting members of the PiD to be involved further in steering groups across the different programme works treams. Half the agenda is also chosen by PiD members to highlight some of the work going on locally and nationally to support people with diabetes.
NHS England also assess us annually on the efficacy of our engagement. For 2018/19 there were two reports that did this:
- 2018/19 Improvement Assessment Framework: Patient and Community Engagement Indicator. The CCG scored 12 out of a possible 15. We shared a summary of our results at our Governing Body meeting, to see the September paper click here and turn to page five. The assessment is split into five parts, and looks at how transparent and informative our CCG website is. The five parts are as follows:
- Governance (e.g. ensuring patient and public engagement has been considered in decision making, or use of an Engagement Assessment tool for commissioning and service change decisions)
- Annual Reporting (e.g. ensuring our annual report is accessible and available in multiple formats e.g. easy read, different languages, or annual report film)
- Day to Day Practice (e.g. webpage with accessible information or examples of public-facing information in community languages)
- Feedback and Evaluation (e.g. engagement activity tracker available on website)
- Equalities and Health Inequalities (demographic monitoring of participants in engagement activity)
The CCG scored full marks on Governace, Day to Day Practice and Equalities and Health Inequalities. However NHS England flagged that our Annual Report and Feedback and Evalaution mechanisms needed improving. We are addressing the issues flagged in 2018/19 in our 2020/21 refreshed Communications and Engagement Strategy (to be uploaded in Spring of 2020).
- 2018-19 360 Degree Stakeholder Survey: This is a survey that is commissioned by NHS England, which every CCG in the country undergoes. One of the purposes of this report is to assess how effective the organisation’s communications and engagement strategy was for 2018/19. We shared a summary of our results at our Governing Body meeting, to see the September paper click here and turn to page five. The five areas of assessment were as follows:
- Overall engagement
- Leadership and partnership working in the local health and care system
- Core functions
- Commissioning/decommissioning services
Positive feedback on the CCG’s communications and engagement work included an improvement in stakeholders’ reporting that they had an effective working relationship with the CCG. The rating increased from 41% in 2017/18 to 73% in 2018/19.
Areas for improvement included ensuring that when the CCG makes decisions about services, making sure they “include groups within the local population who are at risk of experiencing poorer health outcomes”. An action plan to address the problem areas is being built into the refreshed 2020/21 Central London CCG Communications and Engagement Strategy (to be uploaded in Spring of 2020).
*For the last financial year (1 April 2018-31 March 2019) the CCG's communication and engagement approach was assessed in two NHS England reports. The reports are listed in the two bullet points above.