Patient Experience and Involvement Group · Minutes of the Previous meeting held on 25.01.17 (for ratification) PEIG161004 Action Log Rachel Jones (to note, contribute, suggest and

Patient Experience and Involvement Group Wednesday 15th February 2017 at 10am-12pm

Room 8, St Helens Town Hall

Members: Rachel Jones, Governing Body Lay Member,

Patient and Public Involvement Caroline Lees, Associate Director; Commissioning

Angela Delea, Associate Director, Governance

Paul Steele, Engagement, Involvement & Communications Lead

Jenna Matthews, Engagement, Involvement & Communications Project

Assistant

Jayne Parkinson-Loftus, Healthwatch representative

Katie Power, Practice Manager Melissa Halligan, Communication and Project Support Officer,

Public Health (on behalf of Sue Forster, Interim Director of

Public Health)

Natasha Smith – Commissioning Project Officer

Karen Leverett, Primary Care Management Lead

Karen Edwardson, Safety and Primary Care Quality Lead

Vincent McGrail, Performance Management, Adult Social Care (MBC) Cath Lewis, Halton & St Helens VCA

Geoff Almond, PPG Forum representative

AGENDA ITEM

PEIG161001 Welcome, Apologies & Introduction to the meeting Rachel Jones

PEIG161002 Declarations of Interest Rachel Jones

PEIG161003 Minutes of the previous meeting Rachel Jones

Minutes of the Previous meeting held on 25.01.17 (for ratification)

PEIG161004 Action Log Rachel Jones

(to note, contribute, suggest and recommend)

PEIG161005 Financial Recovery Kerry Ingham

–Commissioning for Value and Falls Prevention (to note, contribute, suggest and recommend)

PEIG161006 Engagement, Involvement and Communications Planning Assurance Document

Angela Delea

(to note, contribute, suggest and recommend)

PEIG161007 Programme Management Office Update Suzanne Rimmer

(to note, contribute, suggest and recommend)

PEIG161008 Draft PEIG Work plan Angela Delea

(to note, contribute, suggest and recommend)

PEIG161009 Summary of meeting and Any other Business Rachel Jones

Date of the next meeting is Wednesday 22nd March 2017 in Room 8 at the Town Hall

Patient Experience and Involvement Group Minutes from the meeting held in January - Reviewed in February

Meeting Members In attendance: Rachel Jones, Governing Body Lay Member, Patient and Public Involvement (Chair) Paul Steele, Engagement & Involvement Lead Katie Power, Practice Manager Janet Roberts, Healthwatch Representative

Cath Lewis, Halton and St Helens VCA

Melissa Halligan, Communication and Project Support Officer

Vincent McGrail, Performance Management, Adult Social Care (MBC)

Jenna Matthews, Engagement and Communications Project

Assistant (Minute Taker)

ITEM

PEIG211101 Welcome, Apologies & Introduction to the meeting Rachel Jones

1.1

Apologies were received from: Angela Delea, Associate Director, Corporate Governance Karen Edwardson, Safety and Primary Care Quality Lead Natasha Smith, Commissioning Geoff Almond, PPG Forum representative Melissa Halligan, Communication and Project Support Officer Karen Leverett, Primary Care Management Lead Caroline Lees, Associate Director; Commissioning Lisa Ellis, Deputy Chief Nurse Nicola Cartwright, Acting Deputy of Medicines Management

PEIG211102 Declarations of Interest Rachel Jones

2.1

There were no declarations of interest.

PEIG211103 Minutes of the previous meeting Rachel Jones

3.1 3.2 3.3 3.4

The minutes of the previous meeting held on 14th December were agreed as a true and accurate reflection of the meeting. The PEIG:

Ratified the minutes PEIG Actions – The Governing body lay member highlighted that on page

3.5 3.6 3.7 3.8 3.9

1 Joan Young was not included on the attendance list, only a “Healthwatch representative” which will be corrected and noted for future meetings. Within page 2, an action was made from the Engagement and Communications Lead to submit the patient letter regarding 3rd party ordering for comments and feedback. The Engagement and Communications Lead gave a brief update regarding this work and explained that 3rd party ordering will initially be a pilot involving 4 practices. The letter is due to be sent out on the 1st which will inform all patients who will be affected by this change. The Engagement and Communications Lead explained to the group that there will be extra work with GPs/Pharmacists around the pilots to make sure they engage in face to face conversations with patients regarding 3rd party ordering. However there are exemptions for patients who are unable to order their repeat prescriptions. The Engagement and Communications Lead also updated the group on the action explaining the definition/criteria of a “vulnerable” patient. The Engagement and Communications Lead stated that following conversations with LMC and other neighbouring CCGs, the CCG have decided to move away from the term ‘vulnerable’ to ‘exceptional patients’ when working on the third party ordering pilot. An exceptional patient is one who is identified through their GP or local pharmacist, district nurse etc. as being unable to order their own repeat prescriptions. The Practice Manager highlighted to the PEIG that Sefton CCG has had some very positive feedback when they implemented 3rd party ordering across all practices with no pilot to begin with. The Practice Manager also stated that changing the word to exceptional is a good idea as from previous experience patients may be chaotic but are not classed as vulnerable and don’t necessarily meet the criteria therefore praises this idea. The Halton and St Helens VCA representative asked the Engagement and Communications Lead if there are any links with the carers centre. The Engagement and Communications Lead stated that once the patients have been identified they will depend on the work to voice this through groups such as senior voice and the carers centre (interacting with seldom herd groups)

3.10 3.11 3.12 3.13 3.14 3.15 3.16

The Healthwatch Representative acknowledged that it is a small pilot to start off and questioned how long they will engage for. The Engagement and Communications Lead explained the role of 3rd party ordering and stated that he will update this information to the social inclusion meeting taking place tomorrow. The Governing Body Lay Member stated that she would like to see these activities within the plan alongside the additional engagement activities which were yet to be agreed by Practices and Pharmacies. The Engagement and Communications Lead encouraged if there are any comments regarding the letter to let him know before they get sent out. The Performance Management, Adult Social Care (MBC) highlighted that it says 6th March on the letter and also questioned what practices are involved within the pilot. The Engagement and Communications confirmed the practices Mill Street and Central however will confirm the two others for the next meeting. The Governing Body Member requested the Engagement and Communications Project Assistant to send out further dates for the PEIG onwards from April.

P.S P.S P.S J.M

PEIG211104 Financial Recovery Updates – Commissioning for Value and Falls Prevention

Kerry Ingham

4.1 4.2 4.3

The Lay Member asked the PEIG to consider the papers relating to this item and opened them for questions and comments. The Governing Body Lay Member believed that more targeted work could be done and would like to meet informally with the lead to discuss this and look over the plan. The Public Health Communication and Project Support Officer explained to the PEIG that her colleague Matt has a lot of involvement within the Falls Car which she will take back and link together in terms of engagement. The Governing Body Lay Member praised this idea as it may offer more insight for the group if Public Health were involved within this update. The Governing Body Lay Member believed that the voluntary sector could also support falls and explained

4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11

that her next steps regarding this was to meet with Kerry to discuss the Engagements plan. The Halton and St Helens VCA representative suggested to the group that she will be happy to get involved within this – however questioned the phrase “deep dive” within the CFV Briefing note. The Governing Body Lay Member informed the group that this term meant a team would hone in on the details as the CCG spends a lot of money on these areas yet people receive poor outcomes. The Governing Body Lay Member welcomed any support and suggestions from this group regarding CFV. The Governing Body Lay Member then moved on to the Falls Prevention Briefing Note by the Business Transformation Project Manager and recognised that the comments would be similar to the previous CFV briefing note. The Engagement and Communications Lead explained to PEIG that it is a very brief note where they are looking at whether they need to rebrand the falls service and has approached the senior voice leads to get feedback from them groups. The Governing Body Lay Member believed there should be some overview of who they are meeting with to build on the engagement plan. The Halton and St Helens VCA suggested that they need to account the smaller groups and can pass information on behalf of herself and Healthwatch. The VCA Representative can take the papers to the consortium to engage with the citizen’s advice regarding this area of work. The Engagement and Communications Lead informed the PEIG that he will speak to the lead for this work regarding an up to date communications plan regarding this work. The Lead will also come along to the next PEIG to provide any answers to queries the group has with the papers. The PEIG:

Noted the report

PEIG211105 Engagement, Involvement and Communications Planning Assurance Update

Paul Steele

5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8

The Governing Body Lay Member firstly discussed the planning assurance document and described It as being a plan for a plan and explained to the PEIG that every month this is updated to see where they are up to and keep on track to provide assurance to the Governing Body and Quality Committee. The Engagement and Communications Lead explained that it has been slimmed down in terms of the number of programmes – the Lead discusses each programme and the engagement needed for each area of work. Role Of Provider Contracts – This is work that is financial negotiation therefore no engagement is needed. Out Of Hospital Care – Carrie updated the PEIG in December regarding IASH which falls within this area of work and the group requested further work be undertaken to demonstrate how patients and the public have been and/or are going to be involved in the work programme. Unfortunately the action from that PEIG has not been brought forward yet therefore we will chase this work up for Februarys PEIG. CFV is on track as was coming here today to be updated from Kerry Ingham. We have received the papers and took them as read however more work needs to be done in developing the plans. Mental Health and Disability – A communications plan is being developed as we speak by the Assistant Director for Schools & Social Care Support People's Services Department who will be asked to come and update this at the next PEIG. CHC – The Engagement and Communications Lead explained this is also the work of the Assistant Director for Schools & Social Care Support People's Services Department and will be asked to update at the next PEIG. PMO Plans – The Governing Body Lay Member would like the PMO Lead to attend and update at the next meeting to give a briefing on how the PMO process works specifically to focus on the process and criteria used to determine whether or not an engagement plan is required.

P.S P.S P.S P.S

5.9 5.10 5.11 5.12 5.13 5.14 5.15 5.16

The Performance Management, Adult Social Care (MBC) questioned the reviewed healthcare and the process regarding the review. Voluntary Sector Contracts – the group noted this plan was listed as not requiring an engagement plan and questioned whether or not this review of contracts would have an impact on individuals and voluntary sector organisations. The Halton and St Helens VCA Representative questioned if the organisations have been consulted with as it is important that all groups see the process especially groups that work with vulnerable people. The Engagement and Communications Lead discussed the role of the carers centre in terms of care home telemedicine and the next stage regarding the communications and engagement plan. The Lead explained that this will include how the programme works, safeguarding and how the engagement is processed out within the 12 month pilot of 4 nursing homes. Gluten Free – The Engagement and Communications Lead discussed the decision that has been made to stop prescribing gluten free products which will come into action on the 1st February. The letter has now gone out to the 300 patients who will be affected by this change. The Engagement and Communications Lead will update this at the Social Inclusion meeting tomorrow morning. They are monitoring concerns from patients through PALS which mostly discuss the cost implications. The Governing Body Lay Member stated that she hasn’t seen an engagement and communications plan for Gluten Free. The Halton and St Helens VCA questioned the Engagement Lead regarding regular food bank attendees, if they are aware of this change. The Engagement Lead will contact the Food Bank. Minor Ailments – The Engagement and Communications Lead discussed that Governing Body has agreed this plan therefore more work will need to be done around GPs and a financial announcement communication will be taken to the public. The Governing Body Lay Member believed we should update the patients and public regarding GPFV and PEIG has role to play within ensuring this happens effectively

P.S P.S P.S

5.17 5.18 5.19 5.20 5.21 5.22 5.23

and appropriately. RMS – The Governing Body Lay Member stated that she has seen a plan through the quality committee that focused more on communications than engagement. The Lay Member suggested to look at patient outcomes and the impact (no plan references this) and explained that some places it is explained as being good but how do we know that? Lastly the Lay Member believed that Q1 (3 month gap) is too long and would need to be more specific within the plan. PCLP – The Engagement and Communications Lead discussed the role of the PCLP and explained that they have put together a general communications and engagement plan which can be localised to different areas. The CSU are behind timescales regarding these plans but have put a quick brief together which explained;

Presentation to tweet

FAQ section on intranet and website

Surveys available

The Chair requested that the PEIG receive a more detailed engagement plan regarding PCLP once it was finalised. GP in A&E – The Engagement and Communications Lead discussed within the PEIG that there are negotiations taking place within CCGs and the trust. At this stage there is no need for a plan as we don’t want to communicate this if there is no promotion needed. The Engagement and Communications Lead explained to the group the recent work that was done with the Engagement and Communications Project Assistant within Broad Oak Primary School which they are linking in with the Urgent Care work. The Halton and St Helens VCA stated that St Helens is labelled as deprived across the board and suggested using Public Health and schools data there is a chance for good engagement and promotion of services. The PEIG would like an overview of this work that is supporting urgent care and further information about the approach to patient and public engagement. Falls Car – The Engagement and Communications Lead discussed to the PEIG that Matt from Public Health is leading on this with Helen Williams. The Lead stated that

P.S P.S

5.24 5.25

they will provide the group with any lessons learnt after the 5 month pilot which a decision will then be made. The Public Health Commissioning Project Support Officer stated that she can ask Matt to provide a brief as he has worked on the falls car. The PEIG:

Noted the report

PEIG211106 CCGs Patient Experience Programme Paul Steele

6.1 6.2 6.3 6.4 6.5 6.6

The Engagement and Communications Lead discussed the Patient Experience Pathway to PEIG and brought a draft survey and flowchart for the group to look over and make comments. The Engagement and Communications Lead explained that this could feed into this meeting group but questioned what we would do with this information. It was stated that this could be accessed online and would be distributed to key groups but may only provide soft date to the meeting. However it would then be the PEIGS decision regarding how we would triangulate this information. The Practice Manager asked where this would be available. The Governing Body Lay Member informed the group that she really liked this but would maybe include more qualitative data to gain more of an in depth story. The Engagement and Communications Lead stated that some individuals would like animosity with the access to easy read formats for those with Learning Disabilities and link in with key groups. The Performance Management, Adult Social Care (MBC) questioned that within “your experiences of the NHS” that there should be a list of services to pick from. The Engagement and Communications Lead informed the group that there will be a drop down of services available online for individuals to pick from. The Halton and St Helens VCA Representative believed that the online services are better than those sent through the post and encouraged the use of drop in sessions at

P.S

6.7 6.8 6.9 6.10 6.11

the libraries for those who do not own a computer. The Healthwatch Representative explained that she does monthly drop in sessions in all libraries around the borough where it is good to capture stories and experiences. The Healthwatch Representative also informed the PEIG that twice a year they hold a drop in service at the trust. The Engagement and Communications Lead will feedback regarding the changes this group has noted. The Practice Manager believed that the survey could be made simpler and user friendly which will be easy to monitor. The Governing Body Lay Member stated that this is a good opportunity to provide people with a chance to feedback and explain their health service experience. The Halton and St Helens VCA suggested that they could take these to community centres and distribute on the PEIGS behalf.

PEIG211107 Public Event Paul Steele

7.1 7.2

. The Engagement and Communications Lead informed the PEIG that our Patient and Public Engagement Event was held last Thursday at St Helens Town Hall which was pulled together from PPG Forums. Within the PPG Forums held bi-monthly , the topics that they would’ve liked more of an update from were brought to the Public Event which included-

Financial Update

Financial Recovery Plan itself

Medicines Management Update The Engagement and Communications Lead highlighted that it was a good event which informed the Public on a lot of work the CCG are undergoing at the moment. Evaluation forms were given to all who attended on arrival, with the same form set up on Survey Monkey to gather information of what the public thought had worked and what needed improvement. The Governing Body Lay Member discussed that some voluntary groups didn’t know they could attend this meeting which could be down the name of the event itself, the Governing Body Lay Member suggested that in future we may need to change this to encourage more voluntary groups to attend.

7.3

The Engagement and Communications Lead welcomed any support and suggestions from this group regarding future Public Events.

PEIG211108 Healthwatch Update Janet Roberts

8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8

Firstly, the Healthwatch representative stated to the PEIG that she is not involved within this work (patient friendly practice awards) and informed the group that her colleague Jayne Parkinson Loftus is leading on this work. The Healthwatch Representative however explained that she had previously visited the medical centre that were awarded this and believed the atmosphere to be lovely suggesting staff were extremely approachable. It was then stated discussed that other practices have been involved within this award and a lot would like to achieve this. The Healthwatch Representative suggested using the PPG Forums to promote this by showing how it can be a good thing for their practice. The Practice Manager informed the Healthwatch Representative that she would like her practice to participate within this as they have been award this in the past. The Public Health Communication and Project Support Officer believed that this could be a standing article within the fortnightly bulletin provided by the CCG which goes out to all practices and could encourage them to participate. The Governing Body Lay Member welcomed the patient experiences that Healthwatch have provided to the PEIG. The Practice Manager questioned the Healthwatch Representative and asked if the services are contacted if it is either a positive or a negative outcome is told. The Healthwatch Representative explained to the group that they are currently trying to improve reporting systems so they can feed this into meetings like the PEIG. The Engagement and Communications Lead will send this information to Primary Care to look over and provide feedback to practices etc. The Healthwatch Representative informed the group that this is a shortened version which has come to PEIG for

J.M P.S

8.9 8.10 8.11 8.12 8.13

an update. The Healthwatch Representative didn’t know whose responsibility it was to feed this information to the services. The Governing Body Lay Member believed that it is useful intelligence to have reports on this and act on it internally. The Halton and St Helens VCA highlights the provider’s role within patient experience as there is real concern that sometimes this gets lost between providers of the service and the commissioner. The Engagement and Communications Lead suggested that Healthwatch could bring some patient experiences similar to this every month to update. The Healthwatch representative stated that it is a lengthy process to collect patient experiences in great detail. Some only want to inform Healthwatch so that it doesn’t happen to someone else. The Governing Body Lay Member finalised this update and stated that primary care will receive this particular updates then made a solid decision on how to contact the services for future updates. The PEIG:

Noted the update

PEIG211109 Complaints Review Rachel Jones

9.1 9.2 9.3 9.4

The Governing Body Lay Member discussed the papers she had brought to PEIG regarding the Complaints Review. The Governing Body Lay Member explained to the group how the providers may review their complaints system and suggested a patient experience task involving volunteers and reps to contact provider by asking procedural questions and making website enquiries. The Healthwatch Representative acknowledged that the complaints system is extremely complex. The Governing Body Lay Member welcomes Healthwatch and VCA volunteers to take part to see how it would feel to make a complaint. The Performance Management, Adult Social Care (MBC) suggested that volunteers should call providers at different times of the day to get a clear understanding of

9.5

the complaints procedure. The Engagement and Communications Lead explained to the PEIG that a draft work plan will be brought to the group at the next PEIG in February.

P.S

PEIG211110 Summary of meeting and Any other Business

10.1

Any other business There was no other business.

Date of the next meeting is 22nd March 2017

ACTION POINTS FROM THE PATIENT EXPERIENCE AND INVOLVEMENT GROUP 25.01.2017

Action

No.

Due From: Action Required: Required by: Completed: Outcome:

1. Paul Provide the group with a briefing on the work around urgent care. March 2017

2. Paul Provide the group with feedback from the public event held on the 19.01.2017

February 2017

The summary will be available in draft format

3. Paul Provide the group with a definition of the term ‘biosimilars’ February 2017

A biosimilar (also known as follow-on biologic or subsequent entry biologic) is a biologic medical product which is almost an identical copy of an original product that is manufactured by a different company. Biosimilars are officially approved versions of original products.

4. Carrie Provide the group with an update on IASH following the comments raised at the meeting in December regarding the engagement and communications plan for the programme

February 2017

No feedback given to update at PEIG

5. Paul Provide the group with a draft workplan for discussion and comments. Feb / March

6. W Paul Provide an update to the social inclusion network group regarding the outcomes of the CCGs consultations

February 2017

Attending meeting and provided the group with an update on outcomes. Also agreed to present as guest

Action

No.

Due From: Action Required: Required by: Completed: Outcome:

speaker at the meeting In March

7. Paul Provide an update to the group with the four practices involved in the third party ordering pilot

February 2017

Phase one: Longton and Crossroads – 6 March communications to patients will be sent out WC 6th Feb

Phase two: Mill Street & Central – 20 March Communications to patients will be sent WC 20 Feb

8. Jenna Provide the group with dates of future meetings from April onwards

February 2017

Dates attached with Agenda etc for this meeting and discussed at Feb PEIG for approval from group

9. Paul Speak to Kerry RE: developing an engagement and communication plan for the falls prevention work.

Feb / March

10. Kerry To attend the next meeting to discuss the papers submitted in January February

11. Paul Contact St Helens Foodbank regarding the CCGs decision to stop prescribing Gluten Free products on prescription.

January

Contacted foodbank to inform them on CCGs recent decision around Gluten Free. The foodbank asked to keep the CCG updated with any demand on products The foodbanks informed the CCG that this has never been an issue before with people

Action

No.

Due From: Action Required: Required by: Completed: Outcome:

asking for Gluten free products

12. Paul Speak to David McBride to provide the group with updates as and when required regarding the GP 5 year forward view

January

Email sent to David – David advised an update can be provided to the group in March

13. Paul Amend the Engagement, Involvement and Communications assurance document to ensure timescales are clear and specific. i.e Q1

February

The template has been updated much as possible, as we have provided specific months this may change as programmes are developed or delayed.

14. Paul To forward the Healthwatch report to primary care to make them aware of the feedback received regarding primary care

January

Report sent to Primary Care team to review, future reports will also be sent for review

15. Jenna To promote Healthwatch patient friendly practice award through the CCG fortnightly bulletin

January

Article added to GP bulletin on Friday 27 January

16. Paul To update the Engagement, Involvement and Communications plan around gluten free to clearly demonstrate how we are disseminating messages to the public and groups.

February

Plan needs to be reviewed by medicines management

17. Paul To amend the patient experience survey to reflect initial comments made by the group.

January

Updated survey sent to Quality team to be discussed at Quality Committee. Further reviews of the survey will be carried out once implemented.