1. Using Patient Opinion in Medway CCG early experience

2. Medway Context Shares footprint with Unitary authority and with previous Medway PCT 75% of acute activity is with Medway FT Historically; active engagement but limited reach?

3. Main Providers Medway NHS FT -67% of activity is with Medway CCG -One of the 14 Keogh Trusts -Failed 95% A&E target in 2012/13 and Q1 2013/14 -2 nd lowest Achieving Trust in England in F&F -Committed to engaging with patient feedback -Improving performance in A&E and Mortality rates

4. Main Providers Medway Community Healthcare – Social Enterprise – From Medway PCT – Includes physiotherapy and stroke rehabilitation Kent and Medway Partnership Trust – Main provider of mental health services

5. Our CCG Values Patient Centred – meaningful communication and engagement with patients and the wider community Collaborative and Innovative – patients, practices and partners working together to create the best value high quality healthcare for Medway. Open and Transparent – in work and communications to be honest about what can and cannot be done and to be accountable for the decisions made

6. Patient Engagement and Medway CCG Patients’ and carers experience of services can be very different to what we intend or assume them to be They can tell us what works, what doesn’t and what could be done better as well as what’s important to them. Should be core to all we do…not a bolt on

7. Our Commissioning Work plan Patient Opinion Questionnaires /Surveys Focus Groups Conversations and soft intelligence Social Media Proactive Media releases – incl campaigns Patient Council Patient Involvement in PMGs Engagement Events Patient Involvement in specific projects Patient and Public Communication and Engagement Patient Feedback logs

8. Patient Opinion Adds Context and colour to what we already know Challenges assumptions and identifies new areas of good or bad practice A means of promoting patient feedback and demonstrating response to it.

9. Provider Engagement Crucial to successful use of patient opinion Open responsive culture Awareness of opportunities arising from visible responses

10. How do we use it? Postings made direct on PO are alerted to a number of Programme Leads We all get the same postings alerted as it is difficult to allocate automatically via PO plus there is often more than one issue in a posting. Review coordinated via DCOO and the Quality and Safety Team Logging and review of ‘themes’ arising from PO feedback

11. Challenges Anonymity and data protection Volume of postings What is a sufficient/appropriate response How to treat apparent SIs? Only part of the picture

12. Future plans Use of individual patient stories in programme management groups and to Board Targeting specific services via Patient Opinion Exploring more intelligent ways of reporting and analysing feedback

13. Any Questions?