South Gloucestershire Clinical Commissioning Group Improving the Patient Experience Forum Meeting Date: 17 December 2014 Time: 9.30-11.30am Location: C1, Corum Office Park MINUTES IPEF members in attendance: Martin Gregg [Chair] Lay Board member for Patient and Public Involvement MG (PPI) and Equalities; CCG Dr Charlie Record GP Board member and Clinical Lead for PPI and CR Equalities; CCG Michael Garett Healthwatch South Gloucestershire, Champion and MGa Representative Shiv Sama Chair, South Gloucestershire Race Equality Network SS Shirley Whittard Patient Panel representative, North Bristol NHS Trust SW Rachel Robinson Voluntary Sector Representative, The Care Forum RR Guy Stenson South Gloucestershire Council GS Lindsey Perryman Head of Governance and Risk, CCG LP Louise Winn PPI Manager, CCG LW Nigel Roderick Equalities Officer NR Also in attendance: Alex Francis South Gloucestershire Healthwatch Development AF Officer Sian Trew Head of Communications, South west Commissioning ST Support Unit Ruth Charles Project Manager Urgent Care; Commissioning Support RC Unit (CSU) Sharon Howard Minute Taker, CCG SH 1. Welcome & Apologies Martin Gregg (Forum Chair) welcomed everyone to the meeting and introductions were made. MG informed the group that there were some changes to the PPI team. Page 1 of 7
LW will be going on maternity leave from Friday 6 th February 2015. NR has had a change of role and he now works as Freedom of Information Manager 3 days a week and 2 days for the PPI team, focussing on equalities. Interviews have been held. A temporary appointment will be made to cover LW s maternity leave and a permanent 3 days a week appointment as a replacement for NR. CR is taking a sabbatical for 6 months, from February. 1.1 Apologies were received from: Kathryn Hudson, Head of Partnerships and Joint Commissioning, CCG; Mary Bennett, Carers Support Centre; Louise Rickitt, Head of Strategic Planning and Redesign, CCG; Ben Bennett, Programme Director; CSU Kay Tily, South Gloucestershire Disability Equality Network 2. Declarations of Interests None were declared. The forum was reminded to return their Declarations of Interest forms to Sharon Howard if they had not done so already. 3. Minutes of the previous meeting and matters arising 3.1 Minutes of the previous meeting had been agreed and electronically approved prior to the meeting. 3.2 Matters Arising i) PPI and Service Change. The paper had incorporated comments made by IPEF members from the last meeting and was subsequently approved by the CCG Board. ii) IPEF Terms of Reference MG updated the forum on the CCG Governing Body s approval of the IPEF Terms of Reference. Whilst the Governing Body had approved the terms of Reference, the Clinical Chair had asked IPEF to consider including a representative from Young People on the Forum. Following a discussion between forum members, it was felt on balance that this issue be considered at the next review of the Terms of Reference. PPI Manager In the meantime, it was noted that there was on-going engagement on Page 2 of 7
the re-commissioning of Children s Community Health Services, where young people would continue to be engaged and represented right through to the procurement phase. 4. Improving Urgent and Emergency Care services. Ben Bennett [BB] was not present at the meeting. CR and Ruth Charles went through the paper on BB s behalf. The paper provided an update on South Gloucestershire Clinical Commissioning Group s plans for improving local urgent and emergency services. The paper had specifically invited IPEF members to comment on the draft patient satisfaction survey for the minor injury service pilots and on the public narrative describing the CCG s approach to developing Urgent and Emergency Care services across South Gloucestershire. The CCG s proposals for improving urgent and emergency care services were approved by the CCG Board in October 2014. The proposals were highlighted in a column in the Bristol Post by CCG Clinical Chair Dr Jon Hayes (attached in the papers for the meeting). The paper reiterated the CCG s commitment to patient and public engagement. The immediate focus would be on the implementation of minor injury service pilots from GP surgeries over the next 6-12 months. The CCG will engage with patients who have used the pilot services to gather feedback in order to inform the development of urgent care services. There then followed a wide ranging discussion on the paper. Page 3 of 7
4.1 In relation to the minor injuries pilots circulated as Appendix 1: i) In response to whether there would be a consistent set of minor injuries services being offered at each of the GP pilot practices, RC replied that the type and range of minor injury services would be consistent. ii) It was felt that key issues important to get right in the pilot work were local access and clarity for people about where to go and when. iii) It was also important to seek views from people who do not use the pilot, including vulnerable people. iv) It was suggested that different methods of collecting feedback need to be used including via social media, texts and maybe an option of giving patients an ipad to answer questions on. v) It was suggested that the Avon Primary Care Research Collaborative [APCRC] be engaged to help develop the survey and methodology for evaluating the pilot. RC was asked to contact Elly Bernard at the APCRC. vi) A clear and detailed communication strategy and action plan was required to inform people about the pilots and what the next stages are for engagement after the pilot phase has ended. This included the need to keep patient participation groups and town and parish councillors involved. vii) Ruth Charles to take on board comments. All to feedback to RC if they had any further comments. RC Comms/ BB/PPI RC/ALL 4.2 In relation to the public narrative circulated as Appendix 3, the following points were noted: i) Clarity was sought about whether the intention was to circulate the document to all stakeholders, or whether it was to be used as a framework for any engagement/ discussion with different groups; BB/ST ii) iii) It was reported that recent Healthwatch engagement with community groups revealed that a number of people don t understand which service to use and when. It was acknowledged that more communications to the public about the different services was needed; There was a query as to whether people will be engaged in the wider urgent care plan; this need to be clarified in the narrative; Page 4 of 7
iv) The public narrative should include who has been engaged to date and how; the role of the pilots and how the feedback will be used; and what the longer term plan for PPI is. 5. Healthwatch Alex Francis [AF] presented the report which set out the local and national context for Healthwatch. The report also provided information about the South Gloucestershire Healthwatch priorities and emerging issues collated to date. Since end of 2013, some 450 pieces of feedback have been received on local health services including from GPs. AF highlighted the Healthwatch report on Southmead Hospital: There were positive messages about the staff. Approximately 90% of those surveyed received little or no Voluntary or Community Sector support post-discharge, which would help to stop re-admissions. Key areas that Healthwatch is taking forward includes: Mental Health, particularly linking to South Glos Public Health and the follow up work being done from the mental health needs assessment; They are keeping a watchful eye on Personal Health Budgets; On-going work around engaging with Black and Minority Ethnic (BME) and Lesbian, Gay, Bisexual and Transgender (LGBT) communities. Work around prison health and women who experience domestic violence; Gypsy and Traveller health; Young people and body image A discussion has taken place with Bristol and South Gloucestershire Carer s Support Centre to identify how intelligence can be shared around primary and secondary care services. There are 3 voluntary sector groups organised by the Care Forum: Mental Health, Older people, and the health and social care network: Mental Health Healhwatch has attended meetings 3 times over the last 15 months to give a specific push for the mental health needs assessment survey that The Care Forum had supported South Gloucestershire Council to run. At the meeting, 2 members of staff from partner organisations came forward to become Healthwatch Champions and have since undergone the relevant induction and training. Page 5 of 7
Older peoples voluntary sector network Healhwatch has attended twice over the last 15 months to give a general update and to give an update on the feedback Healthwatch had received from South Gloucestershire Deaf Association with particular reference to accessing GP surgeries. As a result of that meeting, Healthwatch was invited to give an update at the South Gloucestershire Council s Deaf, Deafened and Heard of Hearing Group. Follow up work is now being done in conjunction with South Gloucestershire Council and South Gloucestershire CCG Health and Social Care Network Healthwatch has attended 5 times over the last 15 months, and taken part in Question and Answer sessions; provided presentations on the role of Healthwatch; given an update on the Healthwatch discharge report. In addition to sharing information at meetings, opportunities for engagement and a range of health and social care issues have been sent out via voluntary sector networks. MG said that the report and presentation was a helpful flavour of the work that South Gloucestershire Healthwatch have been doing over the last year. MG highlighted the relationship between Healthwatch and IPEF. MG asked Healthwatch to consider what it could do to assist the CCG in engaging Healthwatch membership and local communities on particular areas of work identified by the CCG especially with equality groups and rural communities. Healthwatch confirmed any specific requests for support with involvement would be shared with the Healthwatch Advisory Group, for consideration about whether it was also a priority as identified in the Healthwatch workplan. A joint protocol was being developed between Healthwatch, the CCG and South Gloucestershire Council (SCG) to describe the processes for identifying themes and how they are shared and acted upon by the CCG and SGC. The protocol was to be shared and agreed by Healthwatch, South Gloucestershire Council and the CCG. LW suggested that a future item for discussion at IPEF could be to consider a specific theme, for example hospital discharge, and test how the protocol was working in practice. This could cover what feedback was collected; why was it deemed to be a priority/theme for Healthwatch to take forward; how was it shared with the CCG and Local Authority; and what changes have been made as a result. It was agreed to schedule this into a future meeting. PPI Manager MG thanked AF for a very good presentation Page 6 of 7
RR & AF left the meeting. 6. Implementing the Equality Delivery System [EDS] Progress Report NR presented the report. The forum considered how best to implement the EDS given the flexibility allowed for by the EDS in using a phased approach to assess the services of an NHS organisation. To ensure that the local community and the CCG gets the best results from implementing the EDS, the forum agreed to focus on one key area in the first year and then 3 the next year and 4 the following year. Findings from the first year would be shared with all commissioners. It was agreed to focus on Children s Community Health Services as it was in the process of being re-commissioned. The EDS would help to inform the re-commissioning as it would provide an understanding on the equality and diversity performance of Children s Community Health Services and the steps needed to improve this could then feed into the service specifications. s: NR to progress EDS with Children Commissioners; EDS progress was to be a regular item on future IPEF meetings. NR 7. Workplan and Agenda The following items were added to the work plan: Communications strategy for the CCG, CCG Commissioning Priorities and 5 year plan, Update on the re-commissioning of children s Services Update on the urgent care pilots 8. Date of next meeting 10 February 2015 at 1.30pm, CCG Offices, Warmley. Page 7 of 7