I presented the following report to Thanet Clinical Commissioning Group earlier this week:

Communications and engagement progress report April 2017


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.

In March Clive attended a NHS England Health Literacy event in London and is assisting CCG staff with the development of a self-care strategy for Thanet.

In April he chaired the latest Thanet Health Reference Group meeting. The group brings together the Chairs of Patient Participation Groups from individual GP practices across Thanet, on a bi-monthly basis, to help foster best practice between them and to assist the CCG to understand the needs of local people.

Clive would like to thank Oena Windibank, Chief Officer for Thanet Integrated Accountable Care Organisation (IACO), who updated reference group members on progress with our local IACO and explained continuing work on the award winning Primary Care Homes grouping of GP practices across the isle. She also described the work of the Acute Response Team and the Esther model of patient engagement being introduced here in Thanet.

An excellent meeting with leaders of our local voluntary and community sector had also taken place during March and Clive was delighted to see the Primary Care Homes initiative and the Integrated Accountable Care Organisation providing new impetus for partnership working.

With local and (now) national election pre-election periods extending into June, public engagement and meetings with partners is currently a little difficult.

However, Clive continues as joint/co chair of the Patient and Public Engagement Group for east Kent and is now a member of the Kent and Medway Patient and Public Advisory Group, set up to promote public engagement with the Kent and Medway Sustainability and Transformation Plan (STP). Both groups met recently in Canterbury. There is a clear drive

to maintain the momentum on public engagement about, and input into, future plans for health and care in east Kent, with similar engagement across the rest of Kent and Medway, as soon as the general election is over.

On a lighter but very important note, Clive attended the opening of Ageless Thanet's Feelgood Factory during April and was pleased to witness first hand the very practical ways health and wellbeing is being fostered here in Thanet by this innovative project.

1.2 Local plans for Integrated Accountable Care

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.

Communications and engagement have continued to support the development of the Thanet local accountable care model and rollout of services as part of the Primary Care Home. Most notably, communications colleagues facilitated significant media interest in the Thanet Acute Response (ART) Team. In early April the ART was featured on ITV national news as a leading example of integrated care in its coverage of next steps for the Five year Forward View announcement. The scheme is also being used as an NHS England case study highlighting leading practice.

Professional and patient leaflets have been produced for the ART and a video featuring staff and patients involved in the pilot has been edited and circulated internally prior to publication at the end of the pre-election period.

Further ESTHER-style café events are planned to talk about and inform the Thanet local care model, as well as additional Kent and Medway Sustainability and Transformation Plan (STP) listening events that will feature information about the development of accountable care locally.

The CCG’s communications and engagement strategy, overseen by the communications and engagement group, is being updated to align with the CCG’s new structure and operating plan.

1.3 Strategic plans to transform health and social care in Kent and Medway – Sustainability and Transformation Plan (STP)

Following successful listening events in February to support the development of plans to improve health and care in east Kent, a summary of the presentations and feedback have been published at . The full report will be published after the election.

On 24 March,

leaders from the NHS in Kent and Medway, along with Kent County Council

and Medway Council, published a 'case for change' which sets out why services need to

change to meet the needs of local people.

It called for local people to get involved in helping shape these plans for the future of NHS and social care services in Kent and Medway. This underpins the thinking and ambition set out in the draft Kent and Medway Sustainability and Transformation Plan that was published in November 2016. There is

now a monthly bulletin updating people on progress across the work streams. If you wish

to know more please visit the website:

A range of events and engagement opportunities are currently being planned to inform the development of potential options for the future of health and care. Any options and recommendations for change will be subject to full public consultation.

1.4 Thanet Health Reference Group (HRG)

The HRG met on 5 April 2017, and a presentation was given by Oena Windibank about the Thanet IACO and the Esther Model. The group had a discussion about Mockett Woods triage system and a lengthy discussion about GP appointments wasted because patients did not attend.

Date of next Health Reference Group meeting is Wednesday 7 June, 10am-12pm, at Thanet District Council offices. At this meeting, there will be a presentation about the Thanet Integrated Accountable Care Organisation, and the Care Navigation project. Also, PPG members from Mocketts Wood Surgery will be sharing information about their care navigation/triage project.

1.5 Service improvement: urgent or ‘same day service’ survey

Over the last year, patient and public views and experiences informed a service specification for integrating NHS 111, urgent out-of-hours medical care and care navigation.

We conducted a ‘Same Day Service’ survey to understand the benefits and outcomes which patients, carers and the wider public want from an urgent care service. We received 139 responses to the survey, which was promoted through patient groups and the Thanet Health Network. Of those who responded, 109 people left their contact details and expressed interest in future involvement, including 32 people from Thanet. The majority of people responding to the survey were female, aged 60 plus and white British.

Most people had used NHS 111 followed by Ambulance Service/999. Our initial analysis of the qualitative feedback shows that NHS 111 is attracting negative comments, particularly around communication and calling people back within a specified time.

Communication and knowing people’s medical history is also coming up as an issue, along with GP appointments not being available when needed.

The main themes in the feedback are: • I want to be seen by a professional if necessary • I want staff to be clear and understandable when giving me information • all staff should treat me with dignity and respect • all treatment is recorded and reflected in my GP records • staff give me clear information on advice and referral.

This is the first step in agreeing a patient standard for urgent care which will be used to measure the performance of all urgent care services against patients’ expectations. It will enable us to monitor and evaluate services in a consistent way and improve the delivery of patient care.

1.6 Patient Transport Service

It has been almost ten months since G4S took over the contract for delivering non- emergency patient transport against the new service specification which was informed by patient and public views and contains the Kent Patients’ Charter for Patient Transport.

Although the signs are that the service is doing well, we thought it prudent to check with patients using the service. Therefore, we ran a survey across Kent and Medway involving the Thanet Health Network, our partners in the voluntary sector and hospital staff who book the service for patients, to encourage people to tell us about their experience.

People who responded to the survey were generally positive about the staff providing the patient transport service, and most people had a satisfactory experience of their journey.

However their answers flag up concerns about:

• transport arriving on time and getting them to and from appointments on time • the appointment booking system • whether eligibility criteria are being explained simply enough • arrangements for people who have very short appointments (and who may

experience long waits which could be avoided if ambulances waited for them) • arrangements for carers and consistent application of the policy on carer travel• overly long journeys • knowing how to complain • communication by the PTS team.

The actions taken as a result are: to improve the ways staff have of alerting G4S to problems with the service on behalf of their patients, and the detailed way in which complaints and issues highlighted by patients and carers are reported to commissioners. G4S is also putting in place an action plan to address the serious issue of time keeping highlighted by patients: this will be monitored by commissioners in performance meetings.

1.7 Procurements (monitoring and delivering care): all age eating disorders service and children and young people’s mental health service Service users and carers took part in the formal evaluations of the procurement of a new all-age eating disorder service across Kent and Medway area, and the children and young people’s mental health service. Both processes have benefitted from the involvement of children, young people and their families in setting out the standard of care they expect from services.

The procurements are complete and we will announce the outcome after the election, prior to the new contracts starting in the autumn.

We worked with children and young people to co-produce an animated film to promote the service and encourage other children and young people to evaluate the new service against the standard they helped create. The film is now being tested with children and young people before being finalised.

1.8 Wheelchairs

Service users have been involved throughout the procurement process for a new wheelchair service across east Kent, including finalising the specification, evaluating bids and putting questions directly to presenting bidders.

It was announced in March that Millbrook Healthcare had been successful in its bid to become the new provider for wheelchair services from 1 April 2017:

More details of the engagement work that has taken place this year will be published in the CCG’s annual report.

2.0 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, although this is currently limited by restrictions on public sector publicity during the pre-election period.

There has been particular interest in the Acute Response Team (ART) pilot, which was launched in November 2016. ART is a multi-disciplinary initiative aimed at providing home and community-based care for people who would otherwise be at risk of hospital admission. ART has been featured in national broadcast media (BBC and ITV news) as a leading example of new care models in the context of the NHS Five Year Forward View.

Other recent press releases have promoted a forthcoming Thanet GP recruitment event, announcement of the new provider for wheelchair services and the publication of the Kent and Medway STP Case for Change.

Many of the stories received a positive response on 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 website and app continues in both traditional media and social media.

2.1 Urgent care communications

The CCG has a national requirement to produce a system resilience plan. This is to help manage seasonal pressures.

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

As of 30 April, the Health Help Now web app had been used 284,839 times by people using 237,776 devices (such as smartphones, tablets or computers). Users stay on for just over one minute on average. Forty one per cent of users are aged 18 to 34, 25 per cent are 35 to 44, 16 per cent 45 to 54, 10 per cent 55 to 64, and eight per cent 65 plus. Just over 70 per cent of usage is by women.

The downloadable app, which launched on 9 December 2014, had been used 42,236 times by 19,943 visitors. People typically stay on for almost three and half minutes and look at 12 screens.

2.2 Patient newsletter

The spring/summer patient newsletter is has been drafted and will be published after the general election to comply with public sector publicity guidelines during the pre-election period.

2.3 Digital and social media

The CCG continues to use new technologies to better engage and communicate with patients and stakeholders. There are currently 2,779 Twitter followers of the CCG account @thanethealth. Recent tweets include:

NHS Thanet CCG @ThanetHealth Apr 26 Rising pollen counts can lead to misery for hay fever sufferers. Be prepared with Health Help Now. #WednesdayWisdom #Hayfever

NHS Thanet CCG @ThanetHealth Apr 18 We're recruiting GPs. Open day 13 May. Come and find out more about living and working in fab #Thanet

NHS Thanet CCG @ThanetHealth Apr 17 Health Help Now will help you find the right treatment for health problems, especially when you are not sure what to do or who to contact

NHS Thanet CCG @ThanetHealth Apr 3 It's #BowelCancerAwarenessMonth. Screening can detect bowel cancer early @Bowel_Cancer_UK

NHS Thanet CCG @ThanetHealth Mar 9 Find out more about how GP online services work and how they can benefit you.

NHS Thanet CCG @ThanetHealth Mar 2 It's #EatingDisorders Awareness Week with the theme of early intervention #EDAW2017 Help and support:

NHS Thanet CCG @ThanetHealth Feb 22 Our next public governing body meeting is on 14 March. Ask a questions or come along to find out more #Thanet ...


Recent updates to the website include:

  • - Social media sharing buttons for news articles

  • - Various news articles

  • - Kent and Medway STP Case For Change

From 20 March–20 April the website received approximately 1450 visits.

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 March we provided an update on the draft Kent and Medway Health and Social Care Sustainability and Transformation Plan (STP).

The Committee noted the report and asked to be kept updated on progress.

Owing to Kent County Council elections and the general election, the HOSC will not meet again until late June / early July.


Clive Hart