Our Continuous Listening Model shows how we ensure that patients and the public are at the heart of our decisions and everything we do. We make sure we hear patient and public feedback in a number of ways; through reports, via our committees, at events as well as directly into the CCG. This means that we can take action based on the feedback we hear.
The CCG use a variety of mechanisms to review and listen to how patients, carers and service users experience our commissioned services including local patient experience intelligence reports, which include complaints, national patient experience survey results as well as feedback from other sources for example Healthwatch Lincolnshire, Patient Participation Groups (PPGs), Listening Clinics, Friends and Family Tests across our providers at Trust and ward level. All of this information is reported into our Quality and Patient Experience Committee to ensure an accurate assessment of the quality of services can be made alongside quality and safety information.
Engaging with our Patient Participation Groups
We have made strides to improve our engagement with our PPGs over the last year and are in the process of developing PPG chairs meetings in the Boston and East Lindsey localities to mirror the already established and functioning Skegness and Coast Locality PPG chairs meeting. Having a meeting in each of the localities will ensure that the CCG is better connected to all PPGs across the CCG’s large geographical area which will further strengthen the patient voice in 2019.