In attendance Pennie Jones CCG PA and Minute Taker PJ

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1 Item 8.5 South Gloucestershire Clinical Commissioning Group Improving Patient Experience Forum Meeting Date: Wednesday 22 nd January 2014 Time: 9.30am Location: Suite 11-14, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ Minutes Attendees Martin Gregg (Chair) CCG Lay Board Member for PPI and Equalities MG Dr Charlie Record CCG Clinical Lead for PPI and Equalities CR Mike Garett Healthwatch Representative MGa Rachel Robinson Chief Executive, Care Forum, Voluntary Sector RR Guy Stenson Service Manager, South Gloucestershire Council GS Louise Winn CCG Patient and Public Involvement Manager LW Nicola Groombridge SW Commissioning Support Unit, Communications NG Nigel Roderick PPI and Equalities Officer NR In attendance Pennie Jones CCG PA and Minute Taker PJ Apologies Jo Rowse CCG Head of Governance and Risk JR Mary Bennet Carers Support Centre [Interim representative] MB Alison Robinson CCG Nurse Director and Head of Quality and Governance AR 1. Welcome and Apologies Action The Chair of the forum, Martin Gregg welcomed everyone to the meeting especially Mike Garrett who was representing Healthwatch; Charlie Record, Clinical Lead for Patient and Public Involvement and Equalities for the CCG; and Nicola Groombridge, Communications Officer for SWCSU who are new to the Forum. Apologies were received from Alison Robinson, Jo Rowse and Mary Bennett.

2 2. Declarations of Interest None declared. MG referred to the Terms of Reference to highlight that this Forum is a strategic body to ensure that the appropriate processes and systems are in place so that the Clinical Commissioning Group [CCG] can meet its Patient and Public Involvement [PPI] and Equalities responsibilities. The forum would try to ensure that partners PPI and equalities work complimented each other and that work was not duplicated. MG requested that the Terms of Reference be included on the back of the agenda as a reminder for every meeting. LW 3. Minutes of the Previous Meeting and Matters Arising Confirmation that the minutes from the meeting held on 23 rd October 2013 were agreed as accurate and had been electronically approved prior to this meeting. This was necessary for them to be included in the Board papers. 3.1 How South Gloucestershire CCG ensures that patient experience systematically influences commissioning decisions JR to provide an update at the next meeting JR 3.2 How do we design an effective engagement process for developing a 5 year strategic plan NG reported that the Call to Action online survey has received a good response, with 95 replies received to date. After the survey closes on the 31 st January 2014 a formal analysis will be conducted and a You Said, We Did report will be produced. NG to provide a report on the results of the Call to Action survey at the next meeting, and share the You Said, We Did report for information. NG 3.3 Reimbursement Policy NR presented an update to the Reimbursement Policy to seek approval for the administration process for claiming expenses. Views were gathered from members of the Forum and it was agreed that consistency around South Gloucestershire was important. MG & RR would liaise and seek views from the voluntary sector and update the Forum at the next meeting. In the meantime, the CCG would only reimburse out of pocket expenses and payments to existing projects. MG/RR NR to report back to the next meeting, and share an overall impact Page 2 of 5 NR

3 assessment to inform a decision on whether to proceed with payments. 4. Local Authority approach to Patient Experience and Involvement GS presented the paper which summaries the mechanisms in the Children, Adult and Health Department for gathering feedback from customers, and how this influences service planning, development and commissioning. The report gives an example of the results fed back in 2012/13 in a You Said / We Did format. 5. Healthwatch approach to Patient Experience and Involvement RR presented the paper and advised that Healthwatch would proactively target communities based around the themes in the Joint Strategic Needs Assessment and Health & Wellbeing Strategy. The Care Forum and Healthwatch receive lots of feedback about services and by identifying trends and gaps they can target specific groups within the community for additional information. The Healthwatch Advisory Group is in the process of approving an action plan. It was agreed that it would be useful for this to be presented to the next meeting of the forum. RR LW indicated that it was important that a protocol was agreed between Healthwatch and the CCG and Local authority commissioners as to: i) how the information was to be presented; ii) what the timescales were for responding to issues raised; RR would discuss this with Jan Perry the Healthwatch Project Co-Ordinator for South Gloucestershire. RR Once this process has been agreed, it will be important that information received from Healthwatch is triangulated with other forms of feedback received by the CCG, as outlined in the October 2013 report to this committee about how patient experience influences commissioning decisions. It was agreed at the last forum that it would be useful for a joint paper on how PPI and Patient Experience influence the commissioning of both health and social care services to be presented to a future meeting of the South Gloucestershire Health and Wellbeing Board. RR (member of the Health and Wellbeing Board) had already raised this with the Chair for inclusion in a future meeting. It was agreed that it would be important for this piece of work to: - enable sharing of good practice, in terms of mechanisms for Page 3 of 5

4 collecting patient feedback, how it is used to influence commissioning, and how the public are kept informed - inform a resource for commissioners - consider the process for sharing feedback with each other to identify whether there are any trends - consider the processes in place for identifying more subtle issues being identified by feedback, for example isolation - provide both examples of where the approach has worked well to date, and any areas where there was scope for improvement It was agreed that this work would be taken forward by LW/GS/RR and also Kathryn Hudson and Paul Frisby from the CCG, with a view to sharing a draft paper at the next IPEF meeting. LW/GS/RR 6. How can communications support the PPI and Equalities Agenda in the CCG NG presented the structure and roles of the communication team within SWCSU and advised that Menna Davies (MD) is the Communications Manager within South Gloucestershire CCG. NG then gave an overview of what support can be given to PPI and the engagement agenda. LW raised that it was important that You Said, We Did reports respond to the range of feedback, including for example twitter feedback on a given issue, and not just the more formal routes, such as surveys, that the CCG has used. It was agreed that either NG or MD will attend the next meeting. NG 7. Approach to engaging with mental health service users and carers a joint paper with the local authority GS presented a paper from Kate Archibald, Mental Health & Learning Difficulties Commissioning Manager at South Gloucestershire CCG, which provided details on a new forum being established, South Gloucestershire Mental Health Service User & Carer Forum. Service Users and Carers have voiced that they would like to have direct involvement in the commissioning processes and this forum will provide them with the opportunity to do so. LW suggested that any relevant communication described the range of mechanisms for people to influence mental health commissioning, and the role of the Service User & Carer Forum as part of this. 8. Equality Information Report NR introduced the Draft Equality Diversity and Human Rights: Meeting the Public Sector Equality Duty paper and explained how the CCG are meeting their responsibilities and requested formal governance of the paper. The Page 4 of 5

5 IPEF forum formally approved the paper. 9. Work Plan for MG requested that all forum members review the work plan before the next meeting prior to electronic sign off of the minutes. The work plan will be added to the next meeting s agenda. ALL 10. Any other business None. 11. Date of next meeting/s Please note that all future meetings will commence at 9.30am. 23rd April 2014, Room C1, Corum Office Park, Warmley 23 rd July 2014, room C1, Corum Office Park, Warmley 22 nd October 2014, room C1, Corum Office Park, Warmley Page 5 of 5