Patient and Public Involvement Strategy

Patient and Public Involvement Strategy 2013-2016 If you need this report in another format or language, please contact the Patient and Public Involvement Manager on: 0117 947 4428 or 0117 947 4400 or e-mail: louise.winn@southgloucestershireccg.nhs.uk February 2013 0

CONTENTS 1. INTRODUCTION... 1 2. AIMS OF PATIENT AND PUBLIC INVOLVEMENT STRATEGY... 2 3. OBJECTIVES OF PATIENT AND PUBLIC INVOLVEMENT STRATEGY... 2 4. NATIONAL AND LOCAL CONTEXT... 2 5. PRINCIPLES OF GOOD INVOLVEMENT... 4 6. PATIENT AND PUBLIC INVOLVEMENT GOVERNANCE AND LEADERSHIP... 5 7. HOW LOCAL PATIENTS, FAMILIES AND CARERS AND THE PUBLIC CAN HAVE A SAY... 6 8. IMPLEMENTATION OF THE PPI STRATEGY... 8 9. APPENDICES... 8

1. INTRODUCTION 1.1 This Strategy sets out the aims and objectives for the South Gloucestershire Clinical Commissioning Group s (CCG s) approach to Patient and Public Involvement from April 2013, when it becomes a statutory organisation, to 2016. 1.2 Patient and Public Involvement (PPI) is about ensuring that patients, families and carers and the wider public have the opportunity to shape the development of local health services. It encompasses a whole range of different activities: from engaging the public in prioritisation and planning, and getting feedback about experiences, to providing information to patients and others about services. Whatever form PPI takes, it needs to be relevant to the people it is seeking to reach, and be accessible at the different levels that people engage with health care. 1.3 PPI can also describe the involvement of individual patients in decisions about their care and treatment. Although CCG s will have a role to promote this individual patient involvement, this Strategy and the PPI Implementation Plan which will be follow, will focus on the collective PPI described above in paragraph 1.2. 1.4 Patient Experience is feedback from patients, families and carers about their experiences of using local health services. South Gloucestershire CCG is committed to capturing this experience so that lessons can be learned and future services can be improved or delivered in a more appropriate way. 1.5 So why is PPI so important? It is crucial to delivering high quality services. People with specific health needs, or people who care for those who have, are experts in that area, and their expertise must be used to shape the health services they use. Involving patients, families and carers in designing, developing and monitoring services helps to ensure that services deliver what people need. Addressing health inequalities is another fundamental reason why involvement is so important. If we genuinely succeed in reaching all groups, and understand and respond to the needs of everyone, we will go someway towards reducing the differences which exist between groups in terms of access, experiences and outcomes. These are just a few of the many reasons why South Gloucestershire CCG is committed to PPI being at the heart of its work. 1.6 This Strategy has been developed by South Gloucestershire CCG in partnership with the Primary Care Trust s existing Improving Patient Experience Committee (IPEC). IPEC includes representation from the South Gloucestershire Local Involvement Network (LINk), the Care Forum, the Carers Support Centre and South Gloucestershire Council. The Strategy has also drawn on the feedback received at the South Gloucestershire CCG s Stakeholder Event which was held on 11 th July 2012 (see http://www.sglospct.nhs.uk/about%20us/clinical-commissioning-group.htm for more information and a report about the event). Furthermore, the draft Patient and Public Involvement Strategy was circulated to all those who were invited to 1

the CCG Stakeholder event in July 2012, inviting them to comment. This Strategy takes into account the feedback received from this engagement. 1.7 South Gloucestershire CCG will be responsible for commissioning the majority of health services for South Gloucestershire residents. This will include emergency and urgent care, including ambulance services and outof-hours services, and community services. Responsibility for primary care and public health will sit outside of the CCG (see 4.1 and Appendix 1 for more details of the NHS reforms). South Gloucestershire s CCG Patient and Public Involvement will encompass the areas it has direct commissioning responsibility for, but it will be crucial that the CCG works in partnership with the other new emerging organisations to ensure a joined up approach. 2. AIMS OF PATIENT AND PUBLIC INVOLVEMENT STRATEGY i) To ensure that the views and experiences of patients, families and carers and the wider public across South Gloucestershire influence the commissioning of local health services. ii) To improve patient experience as a result of engaging patients, families and carers and the wider public. 3. OBJECTIVES OF PATIENT AND PUBLIC INVOLVEMENT STRATEGY i) To demonstrate that patient, family and carer, and public views make a difference to the commissioning of local integrated health services. ii) To ensure that all sections of the community have the opportunity to influence commissioning decisions. iii) To support GP practices in enabling them to gain patient feedback which will contribute to CCG commissioning.. 4. NATIONAL AND LOCAL CONTEXT HEALTH AND SOCIAL CARE ACT 2012 4.1 As part of the NHS reforms outlined in the Health and Social Care Act 2012, Primary Care Trusts (PCTs) will be abolished from April 2013, and the responsibility for commissioning health services will pass to Clinical Commissioning Groups (CCGs), local authorities and the National Commissioning Board. The CCGs are local groupings of GP practices, involving at least one nurse and one specialist doctor, who will be the main decision makers and commissioners for most NHS services (see Appendix 1 for more detail about CCGs). CCGs, like PCTs, will be required to involve the public in the planning and development of local health services. 2

4.2 The Health and Social Care Act 2012 also introduces a range of other new statutory bodies, which CCGs will need to work closely with, and which like the CCG, have responsibilities for Patient and Public Involvement. Healthwatch will be a new independent consumer champion created to gather and represent the views of patients and the public about health and social care. Locally, South Gloucestershire Council are looking to procure a Healthwatch which will be responsible for: i) providing information including evidence of people s views and experiences to influence the policy, planning, commissioning and delivery of health and social care. ii) providing advice to help people to access and make choices about services; and iii) supporting people to access independent complaints advocacy and support people if they need to complain about services. 4.3 South Gloucestershire Healthwatch will be in place by April 2013, and South Gloucestershire CCG is committed to working in partnership with its local Healthwatch to ensure that patients, families and carers and the wider public have a say about local health services. Clearly further work will be needed once the local Healthwatch has been established to define what this partnership work will look like in practice, the detail of which will be set out in the emerging PPI Implementation Plan (see section 8 for details). This will need to be an iterative process which recognises that whilst Healthwatch is building upon the existing functions of the current Local Involvement Network (LINk), it also has new responsibilities, the delivery of which are likely to evolve over time. 4.4 Health and Wellbeing Boards, currently in shadow form, are local forums for health and social care leaders to work together to improve the health of their local population and reduce inequalities. South Gloucestershire Healthwatch will have a seat on the Health and Wellbeing Board. Like Healthwatch, Health and Wellbeing Boards will need to be fully operational by April 2013 in every local authority area. In this new emerging landscape, it is crucial that South Gloucestershire CCG s approach to involving people is coordinated and shared with others, including through the South Gloucestershire Health and Wellbeing Board. 4.5 The CCG has worked closely with South Gloucestershire Council and Public Health specialists to produce a Joint Strategic Needs Assessment (JSNA), which assesses the health and wellbeing needs of South Gloucestershire s population, and provides the framework for commissioning local health services. The JSNA will be used to inform the Joint Health and Wellbeing Strategy, which will set out the detail of how the needs identified in the JSNA can be addressed, and the overall commissioning intentions. Patient Experience feedback has informed the development of the JSNA (see Section 7.2, which describes the importance of patients, families and carers and the wider public having a role in identifying local health needs and aspirations). 3

PPI LEGISLATION AND BEST PRACTICE 4.6 This strategy builds on the existing learning from, and approach to, involvement already established in South Gloucestershire. It also takes into account a range of legislation, guidance and good practice surrounding patient involvement, including that contained in the following: i) Patient and Public Involvement duties, as described in Section 14Z2 of the 2012 Health and Social Care Act, requires that individuals are involved in planning commissioning arrangements, in developing and considering proposals for changes in the commissioning arrangements, and in decisions that would likewise have a significant impact. ii) NHS Constitution iii) 2010 Equality Act PPI AND COMMUNICATIONS 4.7 There is clear overlap between PPI and Communications. Communications need to be two-way: in order for people to have a say about health services, the purpose and scope of involvement needs to be clearly articulated by the CCG in a variety of formats which are appropriate and accessible format. This strategy has been developed in parallel with South Gloucestershire CCG s Communication Strategy to ensure that the approach to PPI and Communications are supportive, and complementary, of each other. South Gloucestershire CCG will develop a list of the range of techniques and methods that it will use across its involvement work. 5. PRINCIPLES OF GOOD INVOLVEMENT South Gloucestershire CCG s approach to Patient and Public Involvement will: i) Create an organisational culture that welcomes, encourages and enables public involvement throughout the commissioning cycle from the earliest possible stage and utilises patient feedback to improve existing services and to develop new services; ii) Be inclusive and recognise that, for certain groups and individuals, the CCG has to be proactive in breaking down barriers to effective involvement and participation; iii) Operate in a transparent way, and make decisions that take account of iv) all patient feedback which are balanced against the views of individuals; Recognise that from time to time, different interests and perspectives may give rise to friction and tension between organisations, groups and individuals, and South Gloucestershire CCG will work constructively and positively to use these as opportunities for creative dialogue leading to the better decisions and outcomes; v) Create an honest and open approach to PPI which makes clear the purpose of involvement and the extent to which people can expect their views to influence the development of local health services; vi) Recognise the importance of providing appropriate feedback to people who have given time and effort to make their views known ( you said, we did ); 4

vii) viii) ix) Work in partnership with other agencies, including South Gloucestershire Council, to ensure a coordinated approach and avoid duplication when approaching the public; Build upon best practice and be open to innovative and proven PPI approaches from both within and outside the NHS; Recognise the importance of staff in developing a culture that embraces the challenge of PPI and provide support and training for staff to equip them for this role; x) Respect the commitment that people make when they engage withthe CCG by providing accessible opportunities for involvement, and reimbursing participant expenses. 6. PATIENT AND PUBLIC INVOLVEMENT GOVERNANCE AND LEADERSHIP CCG BOARD 6.1 The South Gloucestershire CCG Board will have overall responsibility for Patient and Public Involvement and there will be strong PPI leadership at this level. In line with national guidance, the CCG Board will include two lay members, one with responsibility for Audit and Governance and the other to champion Patient and Public Involvement. IMPROVING PATIENT EXPERIENCE FORUM 6.2 As part of South Gloucestershire CCG s commitment to ensuring that PPI influences the commissioning process, an Improving Patient Experience Forum (IPEF) will be established. Its role will be to ensure that the CCG has the appropriate arrangements in place to ensure that PPI and Equalities are central to the commissioning of services, Terms of reference (see Appendix 2 for details) have been developed for this forum to clearly define its role and membership. The lay member on the CCG Board, with a lead role in championing Patient and Public Involvement and Equalities, will chair the PPIF. There will be a two-way dialogue between the PPIF and the South Gloucestershire CCG Board. The role and purpose of the Forum will be communicated with patient and public stakeholders.. PPI RESOURCE 6.3 All Clinical Commissioning Group and Commissioning Support Unit staff will have a responsibility for PPI. In addition to this, there will be dedicated Patient and Public Involvement posts within South Gloucestershire CCG (Patient and Public Involvement Manager, and Patient and Public Involvement and Equalities Officer), with some administration support. 6.4 At a time of change and scarce resources within the NHS, it is essential that involvement activity focuses on areas that are going to make a real difference to local people. 5

7. HOW LOCAL PATIENTS, FAMILIES AND CARERS AND THE PUBLIC CAN HAVE A SAY 7.1 The CCG recognise that people will share their feedback and experiences where they feel most comfortable, and in a way that is most accessible to them. The CCG will work in partnership with a wide range of groups and networks across South Gloucestershire to hear about people s experiences of receiving health services, and to ensure that local people have the opportunity to shape the development of local services. This will include, but will not be limited to, the following: Families and Carers Children and young people Equality and Seldom Heard Groups Groups and individuals representing local communities Patient and Carer groups South Gloucestershire Council, including elected councillors through the Public Health and Health Scrutiny Committee South Gloucestershire Healthwatch South Gloucestershire residents Voluntary and Community Organisations, particularly those with an interest in health and social care 7.2 South Gloucestershire CCG is committed to ensuring that patients, families and carers and the public can be involved in a range of settings and at different levels of commissioning. The following describes the different stages when patients and the public should be involved in commissioning decisions (see also Diagram 1): i) Community engagement to identify the health needs and aspirations of local people, used to inform the Join Strategic Needs Assessment and the Health and Wellbeing Strategy. ii) Public engagement to develop priorities, strategies and plans iii) Patient and carer engagement to improve services iv) Patient, carer and public engagement to procure services v) Patient and carer engagement to monitor services 6

Diagram 1 - Commissioning Cycle 7.3 The CCG will also ensure that wider patient experience, for example feedback shared with GPs at GP Practices, informs the commissioning of services. GP Practice level involvement is about supporting the development of patient feedback mechanisms at the GP Practice level. South Gloucestershire CCG has an opportunity to involve, and communicate with, local residents, all of whom have access to a GP. 7.4 Currently, many practices across South Gloucestershire gather and use patient feedback to improve aspects of the GP Practice, for example, the waiting room or appointment system. This is achieved through a number of routes, including Patient Participation Groups and comment boxes. This should continue as the primary focus for patient feedback at this level. However, there is also a significant opportunity to collect and learn from patient feedback at this level about other health services which could be used to inform decisions about what services are needed, and how they should be delivered, across South Gloucestershire as a whole. 7.5 Productive General Practice is a programme designed to help general practice continue to deliver high quality care whilst meeting increasing levels of demand and diverse expectations. Involving patients in improvement is one of the modules, and a central principle to the programme. 18 out of 26 South Gloucestershire GP Practices have chosen to sign up to the programme, which will contribute towards raising the profile of PPI within practices. 7

7.6 As part of the implementation of this Strategy, South Gloucestershire CCG will work with local GP Practices to ensure that there are clear channels for communicating with patients via practices about the work of the CCG, and clear mechanisms for GP practices to share relevant feedback with the CCG about patients experiences. Opportunities for sharing good practice about patient involvement at the GP practice level will also be explored. 8. IMPLEMENTATION OF THE PPI STRATEGY 8.1 An Implementation Plan covering year 1 of the strategy is attached at Appendix 1. It has been developed in partnership with members of the Improving Patient Experience Committee. The plan will then be monitored and reviewed by the new Improving the Patient Experience Forum.. 9. APPENDICES Appendix 1: About the CCG Appendix 2: Patient and Public Involvement Forum Terms of Reference Appendix 3: Glossary of terms Appendix 4: Implementation Plan 8

APPENDIX 1: ABOUT THE CCG 1.1 What is a Clinical Commissioning Group and what are they responsible for As part of the national NHS reform programme, Primary Care Trusts (PCTs) will cease to be responsible for commissioning health services in their area from April 2013. In their place, GP practices in a given local area boundary will join together to form a Clinical Commissioning Group (CCG). Local GPs will be responsible for leading the design and commissioning of healthcare services that best meet the needs of their area. Clinically led responsibility for putting patient s interests at the heart of everything they do. CCGs will be responsible for commissioning emergency and urgent care, including ambulance services and out-of-hours services, for anyone present in their geographic area. Thus, the CCG will be responsible for the majority of the commissioning budget (excluding primary care and public health) for the 264,800 residents in South Gloucestershire. 1.2 The CCG Vision The vision of NHS South Gloucestershire Clinical Commissioning Group is: Working together to improve the health of people in South Gloucestershire We will achieve this through clinically-led commissioning by: i) involving patients, their families and communities ii) engaging and empowering clinicians iii) assuring high quality in health care services iv) supporting health independence for all v) improving patients experience vi) simplifying services and removing boundaries vii) implementing best practice viii) optimising the use of resources ix) matching resource to need and addressing health inequalities 1.3 The CCG Values The values that lie at the heart of the group s work are as follows. We will: i) Be clinically led ii) Be transparent in their decision making iii) Match services and resources to need (Equity) iv) Be patient centred (Choice) v) Be evidence based (Outcomes) vi) Be fair and just, acting with integrity, objectivity, selflessness and honesty vii) Be accountable and open to constructive challenge viii) Act responsibly and with respect for people and their time ix) Ensure value for money in the services they commission x) Work within the spirit of the Nolan Principles 9

1.4 THE CCG AIMS i) Improving the patient experience by the provision of seamless, good quality services close to home ii) Developing the CCG so that it becomes an expert commissioning organisation, with its work programmes owned and supported by member practices and the public iii) Achieving a financially sustainable health system to enable the future commissioning of innovative, high quality services 1.5 THE CCG PRIORITIES FOR 2012-2013 Long term conditions Frail Older People Urgent Care Information, Advice, Guidance and Decision Making Productivity, Efficiency and Quality 10

APPENDIX 2: SOUTH GLOUCESTERSHIRE CCG IMPROVING PATIENT EXPERIENCE FORUM- TERMS OF REFERENCE 1. Purpose i) To provide strategic leadership for Patient and Public Involvement (PPI) and Equalities in the South Gloucestershire Clinical Commissioning Group (CCG). ii) To ensure that the CCG achieves the aims and objectives outlined in the PPI and Equality Strategies. iii) To ensure that the processes and systems are in place to enable the CCG to meet its statutory requirements with regard to PPI and Equalities. iv) To promote and advise on PPI and Equalities best practice across South Gloucestershire CCG. 2. Responsibilities i) To promote and oversee the systems and processes for Patient and Public Involvement (PPI) and Equalities on behalf of the CCG. ii) To report to the CCG Board on the development, implementation and monitoring of the Patient and Public Involvement and Equality Strategies. iii) Provide assurance to the CCG Board that the CCG is fulfilling its statutory requirements with regard to Patient and Public Involvement (PPI), and Equalities through the implementation of the Equality Delivery System. iv) Oversee and ensure effective and accessible communication with regards to the PPI and Equalities agendas. v) To provide an annual report on the Forum s achievements to the CCG Board. 3. Membership The membership of the Improving Patient Experience Forum will be: a. Chair of the Forum: South Gloucestershire Clinical Commissioning Group (CCG) Board lay member with responsibility for Patient and Public Involvement and Equalities b. Vice Chair of the Forum: South Gloucestershire CCG GP Board member c. The Care Forum (Voluntary Sector Representative) d. Carers Support Centre (Carer representative) e. Local authority representative f. South Gloucestershire CCG: Designate Nurse Director and Head of Quality and Safeguarding g. South Gloucestershire CCG: Equality and Patient and Public Involvement Officer h. South Gloucestershire CCG: Patient and Public Involvement Manager. i. South Gloucestershire Equality Forum j. South Gloucestershire Healthwatch The Forum will strive to include a GP Practice Patient Participation Group (PPG) representative in the future. 11

The Care Forum, Equalities Forum and Healthwatch representatives, in particular, are all required to bring forward the perspectives of all equality groups, including children and young people. Specialists will be invited to attend or be co-opted on to the Forum as appropriate. A representative of the local Commissioning Support Service will be asked to be in attendance for relevant items. Members who cannot attend may, with the agreement of the Chair, send an appropriate named deputy. The Membership will be reviewed regularly. 4. Quorum A minimum of four members will constitute a quorum, which must include either the Chair or Vice Chair of the Forum, the Patient and Public Involvement Manager or deputy, and two non-nhs representatives. 5. Reporting arrangements The minutes of the Improving Patient Experience Forum shall be formally recorded and submitted to the CCG Board. 6. Administration Administrative support will be the responsibility of the Head of Partnerships and Joint Commissioning and will be provided by the Partnership Directorate s PA. 7. Frequency The Improving Patient Experience Forum will meet on a quarterly basis and extraordinary meetings can be held as required. 8. Conduct of the Forum The Forum shall conduct its business in accordance with national guidance, relevant codes of practice including the Nolan Principles..To ensure transparency and to avoid conflicts of interests, members will need to declare any relevant and material interests which include:. Directorships, including non-executive directorships held in private companies or Public Limited Companies (PLCs) (with the exception of dormant companies) likely or possibly seeking to do business with the NHS Ownership or part ownership of private companies businesses or consultancies likely or possibly seeking to do business with the NHS Majority or controlling shareholdings in organisations likely or possibly seeking to do business in the NHS A position of authority in a charity or voluntary body in the field of health or social care 12

A position of authority and general employment with a voluntary body or other body contracting for NHS services or commissioning NHS services Any connection with an organisation, entity or company considering entering into, or having entered into, a financial arrangement with the CCG (including lenders or banks) Any position of responsibility in a professional body, trade union, political or campaigning group Any of the above interests held by a spouse or partner The interests will be formally recorded in a register which will be available to the public 9. Review These Terms of Reference will be reviewed on an annual basis, or sooner if required, with recommendations made to the CCG Board as part of the annual reporting. Date approved: 23 rd January 2013 Review date: January 2014 13

APPENDIX 3: GLOSSARY OF TERMS CARE QUALITY COMMISSION (CQC) All healthcare providers must be licensed by the CQC and Monitor. CQC will make sure that all service providers are meeting certain quality standards, and it will intervene and investigate if a provider is failing to provide a good service. CLINICAL COMMISSIONING GROUPS [CCGS] These are the new NHS bodies which are to replace all primary care trusts and who will be responsible for commissioning [buying] local health care services for people living in their area. Every GP Practice will become a member of a group of GP practices known as Clinical Commissioning Groups which will also include other health professionals and at least two lay members. CCGs will not be responsible for commissioning dentistry, community pharmacy, and primary ophthalmic services or directly involved in commissioning services that GPs provide these will be commissioned by the National Commissioning Board [NCB]. COMMISSIONING SUPPORT SERVICES NHS Commissioning Support Services are being set up by PCTs to help CCGs, and will be hosted by the NHS Commissioning Board from April 2013. The Department of Health intends them to become stand-alone enterprises, selling support services to CCGs, by April 2016. They may form commercial partnerships with private sector consultancies in order to draw on additional expertise when required. HEALTH AND WELLBEING BOARDS There will be a Health and Wellbeing Board in every local authority area and they will bring together a representative from the CCG, elected member of the local authority, representative of Healthwatch and directors from services within the local authority. A main responsibility for Health and Wellbeing boards will be to create the Joint Strategic Needs Assessment (JSNA) HEALTHWATCH ENGLAND It will be responsible in collecting views and concerns from local Healthwatch and reporting this at a national level. It will be a branch of the Care Quality Commission. HEALTHWATCH (LOCAL) It will replace the old Local Involvement Networks [LINks] and be the organisation where patients and public can go to share their views and concerns about their experience of local health and social care services. Local Healthwatch will be the local community's voice and they will let Healthwatch England know what's happening in local services. A representative from every local Healthwatch will also be on the Health and Wellbeing Board in the same area. JOINT STRATEGIC NEEDS ASSESSMENT (JSNA) The JSNA is a local assessment which gives the CCGs and local authorities information about which health care services are needed and what should be 14

commissioned in the local area so that local needs are met. JSNAs will be created by every local Health and Wellbeing Board. NHS COMMISSIONING BOARD [NHSCB] The Board is the national body which will oversee all the different elements of the NHS. It will allocate funding to CCGs, develop national guidelines and commission specialised services (such as secure hospitals). It will take over many of the national functions from the Department of Health. PATIENT PARTICIPATION GROUP (PPG) A Patient Participation Group PPG) is usually is made of patients from a particular GP surgery who have an active interest in their health care and who come together to help, identify and work with their local surgery to improve the services they receive. The patient groups are usually co-ordinated by the practice manager, and meetings are attended by both patients and practice staff. 15

APPENDIX 4: PPI STRATEGY IMPLEMENTATION PLAN OBJECTIVE KEY ACTIONS BY WHOM MILESTONES PROGRESS OUTCOME MEASURES 1. To demonstrate that patient, family and carer, and public views make a difference to the commissioning of local integrated health services 1.1 Ensure all CCG staff are aware of the legal obligation to, and the value of, involving the public in commissioning decisions, and the obligations under the NHS Constitution 1.2 To ensure that South Gloucestershire CCG, and commissioning support services have the necessary structures and processes in place for using PPI and Patient Experience to influence commissioning at each stage of the commissioning cycle PPI Manager/PPI and Equalities Officer All staff PPI Manager/ Head of Quality/ Head of Strategic Planning and Service Redesign Agree approach at April IPEF Map out the opportunitie s and processes for July IPEF Publish you said, we did reports following involvement Publish annual PPI and Patient Experience report, summarising the impact of PPI and Patient Experience on commissioning decisions Publish diagram and communication about the range of opportunities for people to influence the commissioning of local health services 16

OBJECTIVE KEY ACTIONS BY WHOM MILESTONES PROGRESS OUTCOME MEASURES 1.3 To develop a forward plan of scheduled involvement, linked with CCG priorities, and share with key partners including South Gloucestershire Healthwatch and Health and Wellbeing Board PPI Manager/ Head of Strategic Planning and Service Redesign In partnership with Healthwatch Agree framework at April IPEF Establish Patient Experience portal which logs feedback against Protected Characteristics 1.4 Continue to update and maintain NHS South Gloucestershire s stakeholder database for South Gloucestershire Clinical Commissioning Group PPI Manager supported by administrator 17

OBJECTIVE KEY ACTIONS BY WHOM MILESTONES PROGRESS OUTCOME MEASURES 2. To ensure that all sections of the community have the opportunity to influence commissioning decisions 2.1 To systematically record and evaluate which groups the CCG is engaging equalities monitoring included as part of all involvement and patient experience activity 2.2 In partnership with South Gloucestershire Healthwatch, take proactive steps to engage with those groups who the CCG is not reaching 2.3 To ensure opportunities for people to get involved are communicated in an accessible and timely way all communication to be made available in a Equalities and PPI Officer, supported by administrator PPI Manager in partnership with Healthwatch Communications team Six monthly (October 2013 and April 2014) report to IPEF of who the CCG is engaging with and resulting actions to broaden involvement Ongoing The CCG engaging with an increasingly representative sample of South Gloucestershire residents Transparent Reimbursement Policy 18

OBJECTIVE KEY ACTIONS BY WHOM MILESTONES PROGRESS OUTCOME MEASURES variety of accessible formats/languages on request 2.4 Review existing Reimbursement Policy PPI Manager Agree at July IPEF 3. To support GP practices in enabling them to gain patient feedback which will contribute to CCG commissioning 3.1 To liaise with practices to explain the opportunities for influencing commissioning decisions, and to support GP practice managers to collect and share patient/carer/family feedback with the CCG PPI Manager/Head of Quality/CCG Clinical Board member in partnership with Healthwatch Initial contact with practices between April and September 2013 Deliver a Protected Learning Time (PLT) and membership seminar about sharing patient feedback with the CCG, covering why, how and the support available Increase in number of functioning Patient Participation Groups or equivalent Increase in number of yellow card submissions (reports about patients experiences via GP Practice staff) 19