Patient and Public Engagement Group Meeting (PPEG)
Monday 26 January 2015
1pm to 3pm
Feeedback from the workshop session
Q1 How do you think we should manage the number of things the health system needs to talk to the public about?
Co-ordination – work as partners to ensure joined up approach
Negative perceptions of NHS – make sure you speak up for NHS
People are overdosed on health issues – may impact on interest level
Outreach is really important
Cost saving exercise is likely perception. Hospitals are precious so acknowledge that
One big message with subsets
All doing outreach – must work together better
You said, we did
Simply and carefully
All working to same song sheet and coordinated in who is having the meetings, when
Simple language
Social media – have conversations
Reach as many people as possible
Public don’t understand the complexity of NHS so explain
What does the CCG do, how does it fit into Better Care Together (BCT) and why does it matter? Or is clinical competence, respect, treated, choice enough
Tell people how to navigate choice/Choose & Book when ill - what the choices are
Be clear
Right message in language that is understandable
Learning lessons
Hearts and minds of the public need to change – patient expectation, cultural expectations
Listen, hear and act
Education – important that public know what we mean before we ask
Healthwatch Rutland putting together a programme of events that will cover a number of things in a linked way – happy to share details
Must get to real people
Have to prioritise events so make yours stand out
Work closely with a few large employers
Fundamentally understanding the better care together structure and what is working/not working
East Midlands Housing – independent living/sheltered environment
Much easier to work the ‘umbrella’ organisation
Talk to councils/ involve them more
Healthwatch Rutland have spoken to Rutland County Council (RCC) who want to link in with us & them
Q2 What do you think are the best ways we reach as many people as possible? e.g. events, media etc
Asking the clinicians who have day to day contact to people
Things are impacting on Patient stories - Board
WI
Friends of friends
Locality groups
Speaking up for health
Use feedback effectively
Social media
Social media and networking opportunities
Texting questions + then giving feedback
Have conversations – make everything two way
Targeting parents who can link with their parents and their children
What will things look like in 5 years? But don’t over promise or present as a done deal
You said, we did
Outreach – talk to people face to face. Go to people where they congregate
Feedback – is it working?
Patient stories
Some Dementia Services not allowing carers to attend
Need to go where hard to reach groups
Too much information given too frequently
Too many events. 2 goods ones a year
Virtual groups good
Simple leaflets for consultation
Work more with big charities – they have mailing lists of members
Travellers – directly to sites (councils)
Healthy people not interested so target unhealthy people
Make membership mag available in library (be healthy be heard)
Acute hospitals and GP surgeries – give information on what services can be provided. Use these places to get messages across – TV screens in GP surgeries – this is when people are ill and can take in messages
Environment at A & E busy – always people around so use opportunity to talk to them
Telephone line
Locality groups at LPT
Jane Parr – communication network
Face to face events good, better than detailed questionnaires
Q3 Andthe best ways to reach the seldom heard (particularly but not exclusively those covered by the nine protected characteristics)?
Advocates for people to support them
Valuing contact provided by volunteers.
Show evidence that we do work with seldom heard – builds confidence
One size doesn’t fit all – any change perceived as worse than it is
Elderly housebound – personal contact via family member
Lunch clubs/voluntary
Community organisations
Events/faith groups
LGBT/travellers
BME forum
Children/carers
Live chats through Skype
Tweet from events
Acronym list to bust NHS jargon
6th formers
Head of Student Services
Toddler/mums groups
Parish magazines
Patient listening booth very good but sometimes public not interested in discussing
Old peoples’ homes
Important to see actions/movement after engagement and consultation
Important for public to understand costs and reasons for choosing the appropriate service
Wheel very effective public communication? Envelope with official letter (plastic/see through with please keep label)
Always consider nine protected characteristics
Q4 When we are capturing feedback what do you think the public would respond best to? e.g. detailed questionnaires, voting pads, events, cold calling, mail shots, stopping people in the street etc.
Voting pads
Listening booths
Incentives – egdatastickbracelet
Free health checks
Going to work places
Go to places where people are to talk to them – eg discharge lounge
‘have a chat’ approach
Avoid always talking to ‘usual suspects’
Text messages
Make sure there are easy read version for learning disabilities (LD) but also for family and carers
Cold calling not good
Questionnaires (simple) when using services ie only 3 questions + comment box
If feedback is captured then do something about it + tell us