May 2016 Update - NHS Thanet CCG Communications & Engagement

It gave me great pleasure to present the latest Communications and Engagement update to our NHS Thanet CCG Governing Body today.

Many thanks to Emma Burns for bringing together the following report, which was well received.



NHS Thanet Clinical Commissioning Group recognises that listening to and acting on what matters to local people is key to the delivery of our commissioning intentions and plans.

Engaging and communicating with patients and local people to jointly design and

commission services will make them a more active and powerful resource. It will also help us to gain a much better return on the money we invest in local services.

A summary of recent activity is included below.

1.1 Patient and stakeholder engagement

Since the last Governing Body meeting in public, Lay Member for Patient and Public Engagement, Clive Hart has continued to promote and encourage public participation in local health matters. He is currently working on a 'campaign drive' to further promote online membership of Thanet Health Network.

He also chaired the second meeting of the Thanet Health Reference Group at the Queen Elizabeth the Queen Mother Hospital during April. The group is now well established and brings together Practice Participation Group chairs from across Thanet to network and share best practice initiatives. At the same meeting a presentation was given by CCG staff on the latest developments regarding Personal Health Budgets and a 'delegate' was appointed to join Clive on the wider East Kent Strategy Board Patient and Public Engagement Sub Group.

On 27 April, Clive chaired the first East Kent Strategy Board Patient and Public Engagement Sub Group in Canterbury. The sub group will advise the board in relation to public engagement and consultation across the Thanet, Canterbury, Ashford and South Kent CCG areas.

1.2 Integrated Care Organisation

The integration of health and social care has been acknowledged as the way forward, as the means of delivering better care and improving quality and outcomes for citizens, as well as efficiencies across the system.

We are holding a public engagement event on 19 May to engage with the public about Thanet’s move towards integrated care.

We will have a particular focus on the four priorities identified by the Thanet Health and Wellbeing Board – children and young people, mental health, frailty and inequalities – and also sharing the work to integrate primary and community care at locality level, improving people’s experience of care.

Clinical leads and commissioning staff will work with patients to discuss what they see as the most important priorities for the four different localities.

1.3 Personal health budgets

Over the last six months, we have worked with patients, carers, GP practices, voluntary organisations and the public to agree which group should be the priority to be offered personal health budgets in Thanet.

People with mental health needs were chosen as a result of the overwhelming support of those attending the engagement workshop.

Over the last few months, we have worked with the public and patients on how to make the offer of personal health budgets to people in Thanet accessible and easy to use.

1.4 Re-procurement of integrated out-of-hours services – east Kent area

Over the last year, patients’ views and experience have informed a service specification for integrating NHS111 and urgent out-of-hours medical care, along with care navigation.

The combined service has now been procured and we are working with the new provider to ensure their communications and engagement are comprehensive and effective.

1.5 Kent and Medway stroke services review

Thanet CCG is part of a Kent and Medway-wide review of stroke services, which is

looking at the care that people receive immediately after having a stroke (the hyper-acute /acute phase).

The aim of the review is to deliver clinically sustainable, high quality, hyper-acute / acute stroke services for the next 10 to 15 years that are equally accessible to Kent and Medway residents 24 hours a day, seven days a week.

Following an extensive programme of engagement with the public and clinicians, work is continuing to evaluate three, four and five site models against key criteria including:

· Can they recruit and retain enough specialist staff to deliver a seven day service?

· What will the impact be on different populations? Are any groups likely to be disproportionately affected?

· Are all three models financially viable and sustainable?

· Do they support delivery of the national stroke standards for hyper acute and acute stroke care?

· Can they provide a model that can work towards SSNAP level A (the highest level in the national audit)?

Recommendations about changes to stroke services will be put forward by the Stroke Review Programme Board to clinical commissioning group Governing Bodies, which will take the final decisions. The Health Overview and Scrutiny Committee for Kent and Health and Adult Social Care Overview and Scrutiny Committee for Medway have formed a joint committee to review the plans and process used by the stroke review. It met for the second time on 29 April.

1.6 The Kent Transformation Plan for Children, Young People and Young Adults

This has just been published and appears on the Thanet website. The plan was developed with children, young people, professionals and partners who have been working locally and across CCGs to deal with the challenging issues of mental health and wellbeing.

1.7 Child and Adolescent Mental Health Services

We are working with the other CCGs across Kent to reprocure targeted and specialist mental health services for children and young people. This procurement is being carried out in parallel with one being led by Kent County Council for emotional wellbeing and mental health services for children and young people.

We want to make sure children and young people shape expectations of the new service and will be working with them over the next three months so they have the opportunity to do this.

1.8 Mobilisation of Patient Transport Service

We are continuing to work with G4S, the new provider of the non-emergency Patient Transport Service for Kent, to make sure their communications and engagement plans are comprehensive and to check they are undertaking all that they have planned.

A patient representative from east Kent is part of the steering group overseeing this work.

We have recently advised on the draft content of the patient leaflet and poster, and also on communications for Kent and Medway patients who are attending outpatient clinics in London.

1.9 Wheelchair services

Following a survey with users of NHS wheelchairs which gathered important intelligence about people’s experience of the service, a Kent and Medway wide procurement of the NHS wheelchair service is underway. It is overseen by a Wheelchair Project Board, which includes patient and carer representatives.

The draft service specification is being shared widely with wheelchair users and their carers, user groups and clinicians, for their comments and input. The Board intends to ensure that users are consulted, included and engaged throughout the procurement process. The new service is expected to start in April 2017.

2.0 Mental health survey

People in Thanet are being asked for their views on the future shape of mental health services in the area to inform the new five-year mental health strategy for east Kent.

The east Kent mental health commissioning team has put together a survey that was launched on 1 April and will run until 31 May.

The survey covers a range of mental health topics, including mental health discrimination, mental health of mothers-to-be and new mothers, counselling services and suicide prevention.

The feedback will be used to shape the future direction of NHS mental health services in east Kent until the end of the decade and beyond.

Copies of the survey can be found on the CCG’s website and it has been publicised by a news release.

Further copies of the survey have been distributed electronically or as printed versions to relevant stakeholders and public outlets, including GP surgeries and libraries.

2.1 Spreading the word through the media and other communications

Coverage of the CCG’s work continues to be positive in the local print and broadcast media.

Recent press releases have covered the Thanet cancer strategy, dementia diagnosis, bank holiday advice, east Kent mental health strategy and governing body meetings.

Many of the stores have also received a positive response in social media (Twitter) with messages re-tweeted and ‘liked’ by Twitter followers and partner organisations

The CCG has also been instrumental in promoting the Kent Transformation Plan for Children and Young people on its website. This strategy is of particular relevance in Thanet where many children and young people experience inequalities-linked poor mental health.

All media releases and other communications continue to be shared with partner organisations as we move towards greater integration of care.

The communications team has also been involved with the CCG’s workforce commissioning intention: encouraging young people to enter the local healthcare economy. Leaflets have been produced by the communications team, and a barracuda is being produced for display at future events.

The promotion of the Health Help Now app continues in the traditional media and social media.

2.1 Urgent care communications

The CCG has a national requirement to produce an operational resilience and capacity plan. This is to help manage seasonal pressures. As part of the plan for 2015/16, the CCG developed a communications plan to support key messaging around use of A&E. We worked closely with providers of NHS services and Kent County Council on delivery of the communications plan, and are seeking innovative ways to engage with other organisations in Thanet to spread the word.

A key part of this for us is Health Help Now, the mobile optimised website and app for Kent and Medway.

• As of 24 April, the Health Help Now web app had been used 124,350 times by

people using 95,236 devices (such as smartphones, tablets or computers). Users

stay on for a little two minutes on average. Forty per cent of users are aged 18 to 34, 23 per cent are 35 to 44, 17 per cent 45 to 54, 11 per cent 55 to 64, and nine per cent 65 plus. Two-thirds of usage is by women.

• The downloadable app, which launched on 9 December 2014, had been used

18,774 times and downloaded 10,939 times. People typically stay on for just over

three minutes and look at 11 screens.

2.2 Medicines waste

An audit on the repeat prescriptions service is being prepared by the CCG, and a subgroup of CLT has reported on this. The Health Reference Group has also been consulted.

An article on medicines waste is scheduled to appear in the local press in May, highlighting the £1m that is wasted in Thanet every year.

A leaflet has now been designed, advising patients on how to order and dispose of medicines responsibly, and this is pending approval.

2.4 Patient newsletter

The May newsletter is being produced and will contain an article about integrated health and social care and a call from the Lay Member for Patient and Public

Involvement, Clive Hart, calling for more people to join the Health Network.

The newsletter will also contain a case study about the CCG’s integrated health and social care work, including end-of-life care, the cancer strategy and the CCG’s involvementwith mobility workshops organised by Kent Community Health NHS Foundation Trust (KCHFT). Dementia diagnosis will also feature in the newsletter.

2.5 Digital and social media

The CCG continues to use new technologies to better engage and communicate with patients and stakeholders. Our digital, media and engagement services work closely to ensure all priorities are promoted and communicated via the website and social media channels.


The CCG’s Twitter account @NHSThanetHealth now has 2,368 followers, an increase of 115 since March.

There has also been a greater use of pictures linked to tweets, generating more interest.

Recent tweets include:

NHS Thanet CCG ‏@ThanetHealth Apr 27

The NHS is open for business but we ask the public to use it wisely in this very challenging time

NHS Thanet CCG ‏@ThanetHealth Apr 26

If you are worried about finding health help today check @NHSHealthHelp website and app .

NHS Thanet CCG ‏@ThanetHealth Apr 26

Use NHS 111 or Health Help Now to find the right health service to use during the two day industrial action this week

NHS Thanet CCG ‏@ThanetHealth Apr 13

#dementia diagnosis is important in #Broadstairs, #Margate, #Ramsgate.

NHS Thanet CCG ‏@ThanetHealth Apr 1

Have your say on #NHS #mentalhealth services in #Broadstairs, #Margate and #Ramsgate. Complete the survey!

The CCG’s Facebook page has 173 likes.


Recent updates to the public CCG website include:

· Kent Transformation Plan – home page banner and news article, including page graphic.

· Case for Changes (Vascular) - home page banner and news article.

· Personal Health Budgets (Local Offer) - home page banner and page.

· Mental health priorities – home page banner, page and embedded Survey Monkey survey.

3.0 Public affairs and stakeholder management

3.1 Health overview and scrutiny

We regularly update Kent County Council’s Health Overview and Scrutiny Committee (HOSC) on progress. The HOSC oversees the planning, provision and operation of health services under Section 244 of the National Health Service Act 2006 and amendments contained in the Health and Social Care Act 2012.

Emotional and wellbeing services for children, young people and young adults

The HOSC was updated at its 4 March meeting on the draft service specification for emotional and wellbeing services for children, young people and young adults (0-25) on behalf of all CCGs in Kent.

The update included an executive summary of the specifications, key performance indicators within the contract and details of how these would be measured to enable the committee to determine if this is a substantial variation of service.

The committee decided that the NHS commissioned aspect is a substantial variation of service, and that it supports the procurement of the new service specification.

It also agreed that the commissioners be invited to attend a meeting of the Committee in six months’ time with a further update and that a working group be established to monitor the performance of the new contract and provider at the appropriate time.

April HOSC

At the 8 April HOSC, updates were provided on the Forensic Review of SECAmb’s Red 3 Pilot and Review of Ambulance Quality Indicators, the Five Year Forward View forMental Health and its implications for Kent, and the Better Care Fund.

Sustainability and Transformation Plan

On 3 June, the HOSC agenda will include items on the Kent and Medway Sustainability and Transformation Plan and the East Kent Strategy Board case for change.

Joint overview and scrutiny

The Kent and Medway NHS Joint Overview and Scrutiny Committee met on 29 April, 2016 at County Hall in Maidstone. The meeting was originally scheduled for Friday 26 February but was postponed at the request of NHS England South (South East) and the Kent and Medway CCGs.

The agenda included the Kent and Medway Specialist Vascular Services Review and the Kent and Medway Hyper Acute and Acute Stroke Services Review.

3.2 Stakeholder briefings

A briefing on the autism spectrum service and waiting times for assessment in east Kent was provided for NHS England in response to a letter from Sir Roger Gale, Member of Parliament for North Thanet.

Clive Hart