Case Studies of CCG Engagement


Keep Well for Winter Case Study - 22nd January 2020:

The Public Involvement team for the West Sussex CCGs have been working closely with our partner organisations from across the county on the Keep Well for Winter Campaign to join up our engagement activities and to reach out to the wider public, especially to groups and communities that we often seldom hear from such as our BAME and LGBTQ+ communities.  

The case study describes the partnership approach - click here

Haywards Heath Fire Station - 6th June 2019: 

As part of the engagement on the NHS Long Term Plan, the Deputy Director of Commissioning Operations (Community) and Senior Public Involvement Officer for NHS Horsham and Mid Sussex Clinical Commissioning Group spoke with and listened to the views of Fire Fighters on the health and care services in the local area at Haywards Heath Fire Station on Friday 6th June 2019.

Five Fire Fighters voiced their views about the local health and care services in Crawley, which has influenced and shaped the planning of the NHS Long-Term Plan.

The main feedback collected at Haywards Heath Fire Station is outlined below:  

  • Fire Stations are often picking up calls for South East Coast Ambulance Service, particularly around "Right to Entry", Road Traffic Collisions and Falls cases. SECAMB Paramedics and health professionals do not have the "right to enter" a property. Fire Station are picking up a huge number of calls for the Ambulance Service.
  • Hospital discharge process needs to be reviewed.
  • There are long waiting times to access NHS services, particularly routine operations which often result in the operations becoming major.
  • Positive experience with Improved Access Hubs, and were supportive of appointments via telephone or Skype.

The feedback received fed into in our response to the NHS Long Term Plan:

1. Our Plan: Reducing pressures on urgent and emergency care services

We want to make sure that Urgent and Emergency Care focusses on unplanned incidents, and that emergency care in particular is the highest escalation point for patient care. We are developing a networked model for urgent care that is aligned across Sussex, and working to support our emergency care at Accident and Emergency departments to better manage the demand on services. We will be working to develop clear information about the range of urgent care services available, including NHS 111 which will be improved and enhanced, and GP Improved Access appointments.

2. Our Plan: Reducing waits for planned care

We are committed to reducing the delays patients face when they access hospital care, including for musculoskeletal (bones and joints) services. We will work with our providers to reduce waiting lists, reduce length of stay in hospital and- where feasible to do so- move some care into primary and community settings.

We will also introduce “First Contact Practitioners” into our muscloskeletal services, which will help provide faster access to diagnosis and treatment, and support more people to self-manage.

3. Our Plan: Working in an integrated way

Integration is key to our ambitions and aspirations for service transformation. We are becoming an “Integrated Care System” across Sussex, which builds from local neighbourhoods to the delivery of functions best managed over a wider area. We will form place based collaborations – three across Sussex- which will act as a unit for collaborative working and planning, supporting integrated teams that can respond appropriately to population need.

In particular, we will work to ensure that health and social care services are working together in a more seamless way that supports individuals using these services. 

Making Our Winter Messaging Accessible, April - December 2019

Working for the NHS, we are all very familiar with the time honoured winter messages shared each year between October and March. But for those not fluent in English, understanding where to go when you are unwell is not always clear.

Between April - December 2019 the CCGs' Communications and Involvement Team and the CCGs’ patient group, the CPRG (Commissioning Patient Reference Group), worked alongside the Urgent Care Team to co-design a more holistic approach to winter comms. Using audience insights (patient questionnaires, focus groups and demand modelling), we honed in on key groups to promote behaviour-changes and raise awareness of where to go and when to access care.

We engaged with the following key groups to broaden conversations on Urgent Care services:

  • Parents of young children,
  • Mental Health service users,
  • Homeless community,
  • People with learning disabilities,
  • BAME groups, and
  • Faith and cultural groups.

We met with a number of these communities to discuss the draft communications approach, specifically the messaging and channels, to check if this resonated with their community and what else they may suggest.

The results included the translation of three posters from the national suite of materials into ten different languages for community meeting places (e.g. mosques or homeless shelters); production of a bespoke video series featuring our clinical lead; as well as some tailored written communications for community publications.

All of this complimented the Sussex-wide winter communications campaign, which continues to promote services to help with the demand across all our services, using a range of channels both online and traditional media. 

Sussex MSK Partnership Case Study, November 2019

The Clinical Commissioning Groups (CCG) in Sussex jointly commission Sussex MSK Partnership to deliver musculoskeletal services. The musculoskeletal (MSK) service aims to transform care for patients suffering with joint, bone and muscle pain across Brighton and Hove, Crawley, Horsham and Mid Sussex, High Weald Lewes Havens, Eastbourne, Hailsham and Seaford, by tailoring care to the needs of the individual patient ensuring their treatment is joined up. Eastbourne, Hailsham and Seaford CCG is the lead commissioner for the Sussex CCGs.

The CCGs are responsible for ensuring that commissioned services are meeting the legal requirements for public involvement as laid out in the Health and Social Care Act 2012.

CCGs must ensure the services they commission involve patients across the whole spectrum of prevention/diagnosis, care planning, treatment and care management.

This includes:

  • The planning of commissioning arrangements – including assessment, consideration of resource planning & service specification
  • When proposed changes to services may impact on patients

The document here shows examples of how patient involvement and assurance on patient experience is monitored for the Sussex MSK Partnership (SMSKP) is collected from the service provider.

Autism Support Crawley - 13th February 2019: 

Here at NHS Crawley Clinical Commissioning Group (CCCG) and NHS Horsham and Mid-Sussex Clinical Commissioning Group (HMSCCG) we have been busy getting out and about, meeting and listening to our communities as part of our Big Health and Care Conversation.

On Thursday 13 February 2019 NHS Crawley Clinical Commissioning Group (CCCG) and NHS Horsham and Mid-Sussex Clinical Commissioning Group (HMSCCG), working in collaboration with Carers Support West Sussex, attended an Autism Support Crawley (ASC) meeting at the Broadfield Children and Family Centre in Crawley.

Autism Support Crawley (ASC) is a group of parents and carers of children and adults on the Autistic spectrum or with social communication difficulties. It was formed in 2007, and since then has over 1,100 members.

Dr Patience Okorie, Clinical Lead for Paediatric and Maternity services with NHS Crawley CCG, said:

“We wanted to listen to, understand, and act on what really matters to patients and people in our communities.

We spoke with a group of parents and carers of children and adults on the Autistic spectrum or with social communication difficulties to hear their views of local health and care services in the area, to communicate difficulties with understanding hidden disabilities, and to inform and update parents and carers of local services available to support them.

We have already started to act on the feedback received. We will continue to work with healthcare professionals, particularly GP Practices, Walk-in Centres and Hospitals, to raise awareness of hidden disabilities.

We thank Autism Support Crawley for their time in engaging with us”.

Maria Cook, Chair of Autism Support Crawley, said:

“We welcomed the positive discussions and opportunity with the Clinical Commissioning Group and Carers Support West Sussex to feed back our experiences of local health and care services to enhance services and provision for our community”.  

Further information on the services and topics discussed can be found here

A summary of the feedback can be found here, but we have outlined some of the comments below:

You Said:

We have had difficulty in being flagged as carers on their GP database, and therefore, have not been offered the free flu vaccines.

We Said:

If you are a main carer for an older or disabled person you are eligible for a free flu jab.

We launched a winter campaign ‘Help Us, Help You’ to raise awareness of the flu jab, using a wide range of channels to communicate and reach people such as newspapers, posters, social media, CCG websites, videos, Patient Roundup newsletter, podcast as well as face-to-face engagement.

We will continue to work with GP Practices to ensure they offer the flu jab to those who are eligible for the vaccine.

You Said:

Appointments taking place via Skype (video call) is a good idea. Is the CCG looking to introduce this?

We Did:

We are looking to create a new service for patients to access their GP practice. We want the service to be created based on the feedback from our patients. We will be engaging with our patients, public and GP practices to gauge the appetite for an online service that allows patients to contact their GP practice digitally as an alternative to the usual methods. This service would allow patients to provide their symptoms digitally to their GP practice who would forward the information to the appropriate healthcare professional (GP, nurse, or alternative healthcare professional) who in turn would respond to the patient directly via an internet platform (email, web chat etc.). It is also possible that the patient may be redirected to another service i.e. pharmacy/ urgent care centre or self-care depending on the individual case.

This service will not replace telephone bookings or face to face appointments with GP’s. It is designed to be another way to access primary care which will potentially be more convenient for digitally engaged patients.

We are attempting to reach as many patients as possible across Sussex and East Surrey to find out their thoughts on how the service should run. We created an online survey and encouraged friends, family and local communities to join us in creating a service that is right for you. Please click here for patient information leaflet. 

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