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Public and current engagement
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Patient & Public Engagement 

We are committed to ensuring that we actively engage with patients, the public and other key stakeholders to ensure we commission, design and develop healthcare to meet the needs of our north east Essex population.  We ensure we listen to patients and the public, learning from their views and experiences of the healthcare we provide in north east Essex so we can truly understand what matters to local people.  The views of our patients, carers, staff and stakeholders are fully represented in the decisions we make about how our services are proposed, planned, delivered and improved.  We do not see engagement as an isolated activity but an on-going positive relationship with our local community.

What do we mean by ‘Patient Experience’?

Patient experience is what the process of care feels like for our patients, carers and families.  It is feedback from these people on their experiences of using our healthcare services and the treatment they received, whether it be a negative or positive experience.

What do we mean by ‘Patient & Public Experience’?

Patient and public experience is the active participation of public and patients in the development of our health services.  Engagement with our local people gives them a say in how our services are planned, commissioned, delivered and reviewed.

Both our patient and public engagement puts patients at the heart of everything we do.  It focuses on improving those things that matter to patients as well as empowering and liberating our commissioners to innovate with the freedom to focus on improving our local healthcare services.  We have fostered good relationships and collaborative arrangements with our local authorities, partners and stakeholders to ensure our health services are provided in a way which our local population needs.

To continually listen to our patients and residents regarding the services we commission we have a variety of different mechanisms and approaches in place such as:

  • The Friends & Family Test
  • Patient Advice Liaison Service (PALS)
  • Complaints
  • Local surveys
  • Real time feedback
  • Public events and meetings
  • Media and press releases
  • Patient interviews
  • Strong relations with our healthcare service providers, partners and stakeholders
  • Patient and Health Forum focus groups
  • Social media engagement
  • Street engagement

We understand that the way we ask people to share their views can make a big difference to who responds.  We also have some communities in north east Essex that have poorer experiences when using the NHS than others and we understand why this is and establish ways to improve this when designing and commissioning services.

Our aim is to:

  • Ensure we engage early
  • Be inclusive and consider the needs of our local NEE population
  • Ensure engagement is based on the right information with good communication so people are fully informed
  • Be open, honest and transparent
  • Provide platforms for people to influence our thinking
  • Demonstrate we have listened and what changes have been made because of our engagement activity
  • Provide clear feedback through our website, local media, newsletters, etc.

Why?

  • To improve our decision making
  • To ensure more effective service delivery
  • To identify areas of waste
  • To reduce demand
  • To improve greater community support
  • To improve communications and enhance relationships
  • To build trust and confidence

Patient and public participation is important to our CCG because it helps us to improve all aspects of health care, including patient safety, patient experience and health outcomes – giving people the power to live healthier lives.

Participation, by the people who use and care about local health and care services, enables us to understand and respond to local needs; including those people who have the poorest health. This helps us to improve access to services and reduce differences in health in different communities. It allows us to see things through the eyes of those who use services and to be innovative, leading to our providing better services designed around local people’s involvement and partnership.

We review all our public engagement activity regularly, to ensure it has been effective and how we can learn from it going forward. We check that we are consulting with a true representative sample of the community at our engagement events and then plug gaps and ensure we reach out to groups that have not been represented.

We regularly engage with the Essex Health Overview Policy Scrutiny Committee (HOSC) - this committe is made up of local councillors from Essex, including councillors from Colchester and Clacton.

If you wish to contact us to discuss the above or any patient or public engagement event by North East Essex CCG then please contact the Communications team on 01206 918653. We are also keen to hear about the engagement approach that works best for you as we are continually reviewing our methods of communicating with our community.

If you would like to learn more about how we communicate and engage as a clinical commissioning group, please read our Communications and Engagement Strategy.

You can find out about our engagement with our communities for our procurement exercises in 2018-19 by downloading these case studies

You can also learn more about the work of NHS communications and engagement teams by reading the Toolkit for communications and engagement teams in service change programmes.

Learn about how we use patient experience in the NHS by reading the NHS Institute for Innovation and Improvement Patient Experience Book.

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