Patient Prospectus.

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1 Patient Prospectus

2 2 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG Patient prospectus 3 This booklet is about NHS Canterbury and Coastal Clinical Commissioning Group (CCG), which now buys most healthcare for people in this area. It talks about the CCG s priorities, how it plans to spend its money, and how local people can have their say on health services. For further information, and to look at the CCG s Commissioning Plan and Financial Plan, please visit: Introduction NHS Canterbury and Coastal Clinical Commissioning Group (CCG) plans and pays for NHS health services for the people of Canterbury, Faversham, Herne Bay, Whitstable, Sandwich, Ash and surrounding rural areas. Our CCG is made up of the area s 22 GP practices and I chair the Governing Body that plans, secures and monitors healthcare services in Canterbury and Coastal on behalf of the member practices. compassionate care, as close to home for patients as possible. To achieve this, we will work closely with other organisations, such as NHS England, the Kent Health and Wellbeing Board and local hospitals. Most importantly, we will continue to listen to you, our patients, to help inform the healthcare services we deliver now, and in the future. This year, 2013 /14, is the first year in which NHS Canterbury and Coastal CCG is an authorised, statutory, commissioning body. We are committed to making real and lasting changes to healthcare services to help Canterbury and Coastal residents live long and healthy lives. Our ambition is to secure the highest quality, cost effective and Dr Mark Jones, Chair of NHS Canterbury and Coastal CCG

3 4 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG Patient prospectus 5 NHS Canterbury and Coastal CCG working for the people of Canterbury, Faversham, Herne Bay, Whitstable, Sandwich and Ash In the Canterbury and Coastal area we have 214,579 patients registered with one of the 142 GPs in the area. We have an annual commissioning budget of 236 million to deliver healthcare services to these people that equates to around 1,095 per person. Compared to the rest of Kent and Medway, we have a higher than average student and elderly population, with some pockets of social deprivation. At 81.2 years, life expectancy for people living in the area is slightly above the Kent and Medway average. Local residents have relatively good health, but we believe there is significant scope to improve services for all our population. What is a Clinical Commissioning Group (CCG)? CCGs are statutory NHS organisations made up of general practices (doctors surgeries) from a local area. They are responsible for buying and planning most healthcare services for patients in an area. These include (but are not limited to): emergency care, planned hospital care, community health services, maternity care, children s healthcare, and mental health services. Each CCG has a governing body which is made up of elected clinicians and lay members who run the CCG on behalf of general practices. The people on the governing body are responsible to the GP practices for doing a good job of planning the healthcare services Canterbury and Coastal patients require, securing the most appropriate services and checking that they are delivered well. The governing body is committed to listening and learning from patients, carers and the public about health needs, what is working well and where there are health service issues.

4 NHS Canterbury and Coastal CCG Patient prospectus 7 6 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG - Patient prospectus01 What you can expect NHS Canterbury and Coastal CCG wants to be an organisation that patients trust to listen, learn and deliver. We will strive to provide you with the highest quality, cost effective and compassionate care, as close to home as possible and, to improve the health and wellbeing of local communities, so you can live long and healthy lives. We will also work to continually improve health care services by both actively listening to, and acting in a timely fashion on, the concerns and views of our patients and their families. We are committed to working with local hospitals and other organisations to make sure that every patient has a positive experience of healthcare. The quality, safety and compassion of the care provided is of paramount importance to us, and forms the cornerstone of all our work. We will, as a minimum, honour the patient rights set out in the NHS constitution. These include the right to choice of hospital, to be treated within the maximum waiting times, to be treated with dignity and respect, and for any complaints to be investigated properly. Our key values are: Integrity: the Group can be trusted to champion the needs of its patients and be honest about the decisions it makes. Work as one: the Group knows the best healthcare is delivered when working together with clinicians, patients and public. Listen: the Group will listen to its patients, be responsive and ensure their thoughts shape its decisions. Compassion: the Group holds its patients respect, privacy and dignity as its bedrock. The Group will strive to ensure all patients have the best experience of the NHS. Quality and promise: the Group takes pride in securing quality and value for money services. The chief nurse, the governing body and the quality and safety sub-committee will work towards ensuring that the services the CCG commissions are safe, clinically effective and provide an excellent experience for our patients. In commissioning and performance managing providers, we take a vigilant, zero-tolerance approach to the quality and safety of all of our commissioned services. We encourage our patients to recognise their responsibilities for their own health, including taking steps to maintain their good health and wellbeing, registering with a GP practice, following courses of treatment they ve agreed to, treating NHS staff and other patients with respect, use services responsibly and giving feedback about treatment in our services.

5 8 NHS Canterbury and Coastal CCG Patient prospectus 236 Where What we are we started responsible for buying The total budget to spend on health services for patients in the NHS Canterbury and Coastal CCG area for 2013/14 is 236 million. The vast majority of the CCG budget will be spent on care provided in a hospital setting. To achieve our mission (highest quality, cost effective and compassionate care, as close to home for patients as possible), the CCG recognises that this proportion must reduce while its spend on care closer to home must increase. Note: Other services, such as specialised care, the Healthy Child Programme and primary care, are paid for by NHS England, while Kent County Council commissions public health services, such as sexual health, stop smoking and healthy weight programmes. Urgent and emergency care (including NHS 111, A&E and ambulance services) Out-of-hours GP services Outpatient services and routine surgery Community health services (such as community nursing, physiotherapy, speech and language therapy, continence services, and home oxygen services) Rehabilitation services Maternity and newborn services (excluding neonatal intensive care) Children s healthcare services (mental and physical health) Services for people with learning disabilities Mental health services (including psychological therapies) NHS continuing healthcare Infertility services. NHS Canterbury and Coastal CCG Patient prospectus 9 million NHS Canterbury and Coastal CCG Budget 2013/14 Other elective 2% services Ambulance and 3% patient transport Continuing 4% care placements Mental health commissioning 9% Community services Other contracts 13% 45% 11% Prescribing 13% Total budget to spend on health services for patients in the NHS Canterbury and Coastal CCG area for 2013/14 Local hospital services

6 10 NHS Canterbury and Coastal CCG Patient prospectus Our priorites and the future The CCG s health priorities include: Long-term conditions, including dementia Unscheduled care Mental health Children and young people Maternity In line with the Kent Health and Wellbeing strategy, we also aim to ensure: Every child has the best start in life People take greater responsibility for their own health The quality of life for those with long-term conditions is improved with quality care and support Those with mental ill health are supported to live well People with dementia are assessed and treated earlier The healthcare priorities for NHS Canterbury and Coastal CCG in 2013/14 have been developed in consultation with local residents. They are also informed by the Joint Strategic Needs Assessment (JSNA) produced by the Kent Health and Wellbeing Board, and national policy. Our work also dovetails with the NHS outcomes framework, which includes: Preventing people from dying prematurely Enhancing quality of life for people with long-term conditions Helping people to recover from episodes of ill health or following injury Ensuring that people have a positive experience of care Treating and caring for people in a safe environment and protecting them from avoidable harm NHS Canterbury and Coastal CCG Patient prospectus 11 Priority 1 Long term conditions Neighbourhood care teams We are introducing neighbourhood care teams, a joint service comprising both health and social care teams, which will provide more effective support to our residents while also improving the efficiency of services. This more personalised approach to care will lead to: Fewer people being admitted to hospital Safe and early discharge from hospital of those patients who needed admission Less fragmentation in the delivery of health and social care, providing better care and a more co-ordinated experience for patients and carers

7 12 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG Patient prospectus 13 Priority 2 Unscheduled care Priority 3 Mental health Professional Standards of Urgent Care Eating disorders All 22 GP practices in the area are now committed to the Professional Standards for Urgent Care. This means patients requiring urgent attention should always be offered the most appropriate type of appointment with a doctor or nurse, either face-to-face, over the phone or at home. Patients should also never be asked to please call back for urgent matters and most practices will do their best to make sure all children are seen on the day an urgent appointment is requested. The Professional Standards for Urgent Care is available to view on the CCG website: There continues to be an increase in hospital admissions for eating disorders across the country with local evidence reflecting this trend. While there is an Early Intervention Eating Disorders Service providing inpatient, day patient and outpatient care, there are limitations to this service, as referrals are only taken for those patients who have recent onset eating disorders or difficulties, under 18 months duration. We are working on developing a pilot programme to meet the needs of our patients who have a longer history of eating disorders.

8 14 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG Patient prospectus 15 Priority 4 Children and young people Priority 5 Maternity Children s centres All 22 practices are working closer with their local children s centre with the aim of improving services which are available to local residents. This will enable both the centres and the local GP surgery to direct parents to the most appropriate service which meets their needs. The next step is to ensure that health visitors are integrated into this emerging response to improving the health and wellbeing of our children. Safeguarding advice for teenagers Working with Canterbury College and local secondary schools we are developing a series of short films which aim to get across key safeguarding messages to young people. The areas of focus include legal highs, weight management and e-safety. Healthy mother and babies Smoking in pregnancy - Locally, in 2011/12, around 22 per cent of women at their first ante natal booking were recorded as being a smoker but only around 40 per cent of these women were referred to the Smoking Cessation service. We are working with our midwives to improve this rate of referral so that our Smoking Cessation services can better assist mothers-to-be to quit. Breastfeeding - Significant local improvements have been made in increasing breastfeeding rates over the last five years. Rates of starting breastfeeding have improved by around five per cent to 73 per cent, but this has now flattened out. The number of mothers still breastfeeding after six weeks is less than 40 per cent. We recognise that breastfeeding is influenced by a range of factors and we are working with both our midwives and health visitors to see how we can better support mothers.

9 16 NHS Canterbury and Coastal CCG Patient prospectus NHS Canterbury and Coastal CCG Patient prospectus 17 Priority 6 Dementia Big As people live longer, the number of people with dementia is on the increase. Across NHS Canterbury and Coastal CCG there are 1,174 people diagnosed with dementia, but we believe that only around 38 per cent of people with the disease in the Canterbury and Coastal area have been diagnosed. picture NHS organisations across Kent and Medway have received 1.2 million of government funding to support work on dementia. In the Canterbury and Coastal area we are working on a number of initiatives to help improve the tools available to GPs to make diagnosing dementia easier. We will also work in partnership with Kent County Council, local councils, charities and voluntary organisations to support people with dementia and their carers. Changes are also being made to the environment in hospitals, to make them more dementia friendly. The NHS across the country has seen significant pressure recently on emergency and urgent care, and particularly in A&Es. There are complex reasons for this. While it is important that people who require, or think they require, urgent care, advice, treatment or diagnosis are able to get it, we want to see more patients given support sooner to keep them well, so they don t need to go to A&E. With our colleagues in east Kent, we have agreed a new approach to this kind of care. We are going to bring in primary, community, voluntary and social care services that, wherever possible, prevent patients with long term conditions deteriorating. This will mean fewer people go into crisis, needing urgent and emergency services. This is important because once people with complex long-term health conditions are admitted to hospital urgently, they sometimes end up staying longer than is ideal, particularly if they need a range of support when they go home. We want to help people to get the right care at the right time so they have the best possible experience of care.

10 18 NHS Canterbury and Coastal CCG Patient prospectus Listening and learning We are committed to listening and learning from our patients. Your feedback is an essential part of making sure everyone can get the best healthcare service possible in the NHS Canterbury and Coastal CCG area. How you can have your say NHS Canterbury and Coastal CCG has a dedicated website: where further information about us, our plans, healthcare services and how you can get involved or have your say is regularly updated. Some of the ways you can have your say include: Stakeholder events In 2012 we held two events which were very important in helping us to shape our plans for the area. We will continue to run events for residents to come and tell us what they think about healthcare services in Canterbury and Coastal throughout 2013/ 14 so we can make improvements to services where needed. For event details visit the website: Public Reference Group (PRG) A number of GP practices in our area have a Patient Participation Group (PPG) which patients can join. We meet with the groups on a regular basis to listen to the views and concerns of patients. A PPG representative from each practice are also invited to attend the Public Reference Group (PRG) which meets with organisations such as Age Concern and Kent Student Union to discuss CCG plans. Friends of C4G (NHS Canterbury and Coastal CCG) A virtual group of patients, members of the public and voluntary organisations who help make decisions about local health services. Governing Body meetings We hold monthly governing body meetings which members of the public can come along to and observe. We try our best to make time for members of the public to ask questions at some point during the meeting. NHS Canterbury and Coastal CCG Patient prospectus 19 My role on the governing body is to make sure that patient, carers and public views are heard by NHS Canterbury and Coastal CCG. CCGs are all about empowering GPs and patients to create a tailored healthcare service that is relevant and responsive to local community needs. For this reason - whether you are a member of the public, a patient or a carer - I would really encourage you to get involved - either by joining your local Patient Participation Group or signing up to the virtual group Friends of C4G. Gillian Wells, Lay member for Patient and Public Engagement Friends of C4G

11 20 NHS Canterbury and Coastal CCG Patient prospectus Comments, complaints, compliments If you have a comment, complaint or compliment about NHS Canterbury and Coastal CCG please get in touch: Telephone: Address: (Monday to Friday, 8.30am to 5pm) complaints.kmcs@nhs.net KMCS, Complaints Team, Kent House, 81 Station Road, Ashford, TN23 1PP If you have a comment, complaint or compliment about the care you or a relative have received, please contact the organisation which provided the care, whether it is a GP practice, hospital, mental health trust or other organisation.

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