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Communications and engagement progress report September 2016

This report is for the NHS Thanet Clinical Commissioning Group Board Meeting on 8th Sept.


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. 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.

Firstly, Clive would like to congratulate CCG staff and members on the excellent engagement event held back in May regarding an Integrated and Accountable Care Organisation for Thanet.

The 'campaign drive' to further promote online membership of Thanet Health Network is featured on the cover of our Summer CCG Newsletter and Clive received good support from the local press through the pages of the Thanet Extra and the Isle of Thanet Gazette.

He chaired the third meeting of our Thanet Health Reference Group at the Queen Elizabeth the Queen Mother Hospital during July – bringing together Patient Participation Group leaders from across Thanet’s GP Practices. Updates were received on the East Kent Strategy and Integrated Care as it affects Thanet. Patient transport issues, the NHS 111 telephone system and local charity fundraising were also discussed.

Clive has also chaired two further meetings of the East Kent Strategy Board Patient and Public Engagement Sub Group in Canterbury and is pleased the ‘Case for Change’ document for east Kent has now been published.

He supported Healthwatch Kent’s Big Red Bus tour when it visited Thanet and regular​meetings with them have now been agreed with the aim of working ever more closely in future.

1.2 Integrated Accountable 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.

The report of the event held in May to discuss the emerging model of care and how Thanet is working with its partner organisations on integration has been sent to all participants, and embedded on the website so that anyone unable to attend can read and see the vision and the early progress.

To support this important work, we have developed a core narrative that sets out why we are integrating health and care in Thanet, how we are doing it, what has happened where so far and what is planned next, and how local people can get involved.

This is being finalised and will then be available on the CCG website where people will also be able to find a copy of the partnership agreement, which underpins the development of integrated care in Thanet.

We will add further documents to the page as we develop them so that it is a useful resource for the public, patients and carers, our partners, staff and anyone else who is interested.

1.3 Delivering the Five Year Forward View

We are working with the other NHS organisations in Kent and Medway and with social care to develop a plan for how we deliver the Five Year Forward View, which is the vision for the future of the NHS across England. To do this, we need to make sure all care provided in Kent is good, reduce health inequalities (unjust differences in health status experienced by certain population groups, particularly people in lower socio-economic groups) and ensure that the services we commission are sustainable for the future. This means making best use of both our workforce, particularly clinical staff, and of the funding available for the NHS.

This ties into work which we are leading with the other east Kent CCGs to consider the future shape of local services. We have set up an East Kent Strategy Board, chaired by an east Kent GP, to oversee the development of a case for change and to come up with recommendations that will then be considered by all the CCG governing bodies for east Kent.

Our Lay Member for Patient and Public Engagement,, Clive Hart, chaired the first three months of the East Kent Strategy Board Patient and Public Engagement Sub Group which is ensuring the patient voice is clearly heard by the East Kent Strategy Board, and is taken into consideration in its recommendations. On 4 August the summary of the east Kent case for change was launched with stakeholders and the public.

We are pleased that the combined reach of the CCGs and partner organisations achieved a broad distribution of the public-facing case for change. Careful work with the media achieved balanced coverage, which explained the context of the East Kent strategy and included a positive case study from east Kent.

We continue our campaign to increase the Thanet Health network membership to make sure as many local people as possible can have their say in the development of the model of care.

By working both locally in east Kent and as part of a wider group across Kent and Medway, we can ensure that our plans take into account all the different factors that need to be considered.

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.

Patient representatives from Thanet were part of the formal evaluation process.

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 underway 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)?

The findings have recently been shared with the Joint Health Overview and Scrutiny Board and there will be a series of five events across Kent and Medway in September and October to share the findings with people who have been involved in the earlier stages of engagement so that they understand the emerging options. The east Kent events are on 13 September at Discovery Centre, Sandwich, and 4 October at the Ashford International Hotel.

1.6 Child and Adolescent Mental Health Services

We are working with the other CCGs across Kent to re-procure 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.

During the summer we are working with children and young people and their families with experience of the service to co-design a standard which can be applied to the care they receive and all provision reported against. We intend to create an interactive evaluation tool working with children and young people in September which will be used as part of the new contract.

We have also supported a small number of young people and carers from across the county to be part of the formal evaluation of the bidding process to insure their perspective is able to influence the appointment of the final provider.

This is to ensure that children and young people shape expectations of the new service.

1.7 Mobilisation of Patient Transport Service

G4S took over on 1 July as the new provider of the non-emergency Patient Transport Service for Kent.

Communications were sent to all GPs in Kent and Medway, and to the NHS trusts, for distribution to their staff ahead of launch. Information was also posted on the CCG and trust websites and included in the latest Thanet newsletter. Printed copies of G4S’ leaflet and poster (developed with input from a patient representative) were distributed to GP practices ahead of launch on 1 July and copies of the feedback leaflet are on all the PTS vehicles.

There was some adverse media coverage as a result of teething problems in the first few weeks but none involving Thanet residents, and no media enquiries have been received about patient transport for Thanet.

The new patient transport service will be measured against a significantly tougher standard than previously, which has been informed by the Patient Charter that people in Thanet helped to develop.

1.8 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. In May, four focus groups were held with service users and carers – one in each of west Kent, north Kent and east Kent with adults, and one with children and young people and their parents. Following these workshops a set of service standards were created, based on service users’ and carers’ views and priorities. The lead commissioner has agreed to incorporate the service standards into the service specification for the procurement and to act on the comments to finalise the KPIs. The procurement has started and service users are part of the formal evaluation of tenders The new service is expected to start in April 2017

2.0 Mental health survey.

From the beginning of April until the end of May, the east Kent Mental Health Team ran a survey for public and service users to share their thoughts on priorities the team should have over the next five years.

Across east Kent, 390 people completed the survey and 38 people who live in the Thanet area, expressed an interest in being involved in the future.

The top four priorities identified by the public and service users were:

• Better care for people with mental health crisis

• Early intervention

• Suicide prevention

• Children and young people’s mental health

Now the priorities have been identified, the next step is to run some co-design workshops with service users and carers. These will happen in each CCG area across east Kent in mid September.

NHS 111 – Telephone messaging Focus Group

In July, Thanet Health Reference Group were involved in testing NHS 111 telephone messaging. Across the country, the telephone messaging was being tested with patients to ensure the messages are clear and understandable. The feedback from the members was fed in to the county wide report.

2.1 Thanet Health Reference Group

The Health Reference Group (HRG) met on 13 July 2016, where there was an update on the East Kent Clinical Strategy and the plan for the next few months. There was a discussion about the new provider for the patient transport service. The group were given an activity to share their thoughts and ideas about NHS 111 messaging. Following this, the members were asked to encourage their PPG members to sign up to the Thanet Health Network.

Date of next Health Reference Group meeting

Wednesday 27 September 10am-12pm Spencer Wing, QEQM Hospital, Margate

2.2 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 Primary Care Home programme, the case for change in health and social care, summer health advice, antibiotic use advice, the new patient transport service and the patient event on integrated health and social care..

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

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

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

2.3 Urgent care communications

The CCG has a national requirement to produce an system resilience plan. This is to help manage seasonal pressures. We are starting work on a plan for 2016/17, which will include specific elements for Thanet.

A key part of our work to help people understand which service to use is Health Help Now, the mobile optimised website and app for Kent and Medway.

As of 18 August, , the Health Help Now web app for Kent and Medway had been used 153,703 times by people using 120,111 devices (such as smartphones, tablets or computers). Users stay on for just over one and half minutes on average. Forty per cent of users are aged 18 to 34, 24 per cent are 35 to 44, 17 per cent 45 to 54, 10 per cent 55 to 64, and nine per cent 65 plus. Just over two-thirds of usage is by women.

The downloadable app, which launched on 9 December 2014, had been used 23,330 times and downloaded 12,683 times. People typically stay on for just over three minutes and look at 11 screens.

We, along with the other CCGs in east Kent, funded some publicity for Health Help Now and other winter messaging to encourage people in east Kent to use NHS services appropriately.

This saw a significant increase in usage of the Health Help Now website and app over the winter –13,761 extra visits in total. Minor attendances at the east Kent A&Es dropped by 9,906 - 17 per cent - compared to the previous year. This saved the east Kent CCGs more than £500,000.

2.4 Medicines waste

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

2.5 Patient newsletter

The summer newsletter has been printed and distributed and is available on the CCG website. It includes a piece from the Lay Member for Patient and Public Engagement, Clive Hart, calling for more people to join the Health Network.

It also contains articles about how GP practices are working together for better out-of-hospital care, and the new patient transport service. .

2.6 Digital and social media

The CCG continues to use new technologies to better engage and communicate with patients and stakeholders.


@ThanetHealth currently has 2,493 followers. Recent tweets include:

NHS Health Help Now ‏@NHSHealthHelp 3h3 hours ago

Not long until the next #bankholiday weekend. Make sure you are ready by downloading @NHSHealthHelp

Walking for Health ‏@healthywalks Aug 17

Walking for Health Retweeted Anne Litherland

We're seeing some beautiful sunsets on health walks this week! Keep the photos coming, and thanks for sharing!

Ageless Thanet ‏@AgelessThanet Aug 17Broadstairs, England

Stall up #broadstairswatergala come down and see what ageless thanet is about @WOBroadstairs

NHS Thanet CCG ‏@ThanetHealth Aug 17

#Thanet primary care plans "a leading example" says @NAPC_NHS …

Nav Chana ‏@DrNavChana Aug 10Broadstairs, England

@NAPC_NHS @ThanetHealth @SamanthaJNHS #futureNHS @CarolineCorrig3 Thank you Thanet! one of the best examples of pop based workforce design

Website updates

  • Thanet Health Network newsletter and homepage banner

  • Summer health advice homepage banner and news article

  • Case for Change homepage banner, page and news article

  • Mental health support page

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.

At the meeting on Friday 3 June, updates were presented on:

  • A review of winter preparedness and BMA Industrial Action in Kent 2015/16

  • Kent and Medway Sustainability and Transformation Plan which will underpin delivery of the Five Year Forward View in Kent and Medway

  • East Kent Strategy Board

  • Kent & Canterbury Hospital: Emergency Care Centre

  • East Kent Integrated Urgent Care Service Procurement.

The HOSC meeting on Friday 15 July 2016 was cancelled. The next meeting will take place on Friday 2 September.

The agenda will include items on:

  • Patient Transport Service

  • Kent and Medway Sustainability and Transformation Plan

  • East Kent Strategy Board

  • SECAmb - Patient Impact Review and the principles of the ambulance response programme

  • Healthwatch Strategic Priorities

  • CCG Annual Ratings

  • Eating Disorder Service

3.2 Joint overview and scrutiny

The meeting of Kent and Medway NHS Joint Overview and Scrutiny Committee scheduled for Thursday 30 June 2016 to discuss the Kent and Medway Hyper Acute and Acute Stroke Services Review and the Kent and Medway Specialist Vascular Services Review was postponed until Thursday 4 August. The JHOSC endorsed the work so far, including on models of care and the options appraisal process.

3.2 Stakeholder briefings

There have been no stakeholder briefing requests since the last update.

Clive Hart
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