As part of the CCG’s legal duty, we monitor our providers’ patient experience and feedback through a number of channels including contract monitoring meetings, clinical quality boards, service specifications and our engagement activities.
We capture feedback from service users about providers through compliments, complaints, patient experience feedback reports and the results from surveys. At clinical quality boards we work collaboratively to ensure we use patient experience and feedback to contribute to quality improvement projects and commissioning decisions. We request further qualitative information through our meetings with nursing and quality colleagues to provide more detailed assurance.
We also undertake visits to providers’ which allows us to use a range of measures to assess the quality of front line services. The visits include talking to both staff and service users about their views and experiences.
Service user and public experience and involvement
Providers will be required to regularly and pro-actively seek feedback from people, using a range of different methods. Wherever possible, collect service user experience information from a representative sample of appropriate protected characteristics. The information gathered is used to inform continuous improvement.
As part of the NHS Calderdale CCGs duty to involve we are required to provide a Patient & Public Engagement Annual Statement of Involvement report on engagement activity each year. We ask our providers to complete a template for each piece of engagement and/or consultation work that they have delivered.
Managing the quality and patient experience of our providers
The CCG monitors the quality of the services it commissions by undertaking both quality assurance and improvement processes. These include:
- Reviewing performance indicators aligned to the three components of quality; safety, effectiveness and experience
- Undertaking routine Quality Assurance visits with front line services and in response to concerns
- Triangulating intelligence using a variety of measures and intelligence sources rather than relying on one or two, eg. Healthwatch
- Identifying where performance suggests improvement is required and holding providers to account on their improvement plans
GP Practices Boundary changes and Practice mergers
We work closely with our GP practices to support engagement with their patients on practice mergers and boundary changes as well as supporting them to undertake Quality Impact Assessments for any proposed changes or amendments to existing services.
We have developed toolkits and created templates for them to use along with a quick guide flowchart.
These resources help to promote a systematic way of assessing, understanding and including any possible impact on patients, the quality of their experience or the availability of healthcare options for them.
Committee structure: monitoring quality, patient satisfaction and the patient’s voice
- Each of our Governing Body meetings feature a patient story (click here for details of previous meetings and their associated papers.)
- Quality, Finance Performance Committee (QFPC) receives monthly reports on provider performance against their respective quality and performance schedules.
- The Patient Experience Group (PEG) meets quarterly and sits across the Calderdale, Kirklees and Wakefield geographical footprint. Membership includes people with lived experience to bring the patient voice and to provide challenge, as well as representatives from providers, CCGs and partner organisations. The purpose of the group is to help shape and improve patient experience by:
- Networking – developing and sustaining positive relationships across the group membership.
- Collaborating – working together with providers to identify areas of good practice, areas of concern and actions for improvement.
- Learning – sharing good practice across local providers as well as being mindful of the ongoing work of the West Yorkshire and Harrogate Health and Care Partnership as new plans are developed across the region.
- Shaping – Setting, monitoring and driving the delivery of the patient experience priorities.
- Minutes are shared with the QFCP for assurance.
- Commissioning Primary Medical Services Committee (CPMSC) meeting occurs bi-monthly and has a pivotal role in receiving information to provide assurance on the quality and safety of primary care services.