Engagement across our health care providers

Reviewing and responding to engagement activity and insight with our health care providers

The standard NHS contract for health care providers outlines contractual requirements in relation to communication with and involving service users, the public and staff. Providers collect patient experience data and the CCG reviews this at regular Clinical Quality Review Group (CQRG) meetings.  Outcomes are fed into the work of the CCG to inform redesign and review of services.

The CQRG meetings review reports on the provider's progress and implementation of the:

  • Workforce Race Equality Scheme (WRES)
  • Equalities delivery system - EDS2
  • Mental Capacity Act
  • Accessible Information Standard
  • Patient surveys
  • Friends and families test
  • Patient reported outcome measures (PROMS)
  • Complaints and compliments.

Sometimes we become involved in individual complaints that have been escalated to commissioners when an issue cannot be resolved locally by providers – this often flags an ongoing piece of commissioning work is required for example a gap in the services commissioned has led to confusion as to who is responsible for providing care. 

Some providers have specific roles that are focused on patient engagement work and we receive individual reports on the work that they have been doing. For example one provider Greenbrook Urgent Care Centre has a patient champion who provides a detailed monthly report. The Duncan House team have a remit to engage with residents to deliver activities that will support health care and we receive an update on this each month. We also collect information on how providers are engaging patients directly in local improvements. 

Healthwatch Greenwich are an invaluable source of insight into patient experience and needs and regularly review provider services.

In 2018 we worked together to develop a new approach to patient involvement in commissioning, by training a group of patient volunteers to visit services, gather feedback and input directly into regular CCG contract monitoring meetings with service providers – placing them at the heart of decision-making and monitoring.

Some examples of our provider engagement activity include:

  • Service users involved in interview panels.
  • A lived experience practitioner programme is supporting people with lived experience to be employed

Feedback gathered through these channels will be used to inform commissioning decisions, service improvement, and contract negotiations. See our OHSEL page for information about how south east London CCGs worked together and placed patients at the heart of planning, procurement, decision making and mobilisation for the Integrated Urgent Care service.