Completed Engagement
Please click on the links below to see details of previous engagement:
{slider title="Adult Community Nursing Services" open="false"}
When this happened
The survey ran for an eight week period from July to September 2018.
Who we engaged with
183 individuals responded to this survey of District Nursing Service Users, Carers and public including stakeholders such as user groups & representatives.
Why we engaged
Part of a wider community services review, we listened to people’s views about the District nursing service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
https://eastlancsccg.nhs.uk/news/763-nhs-seeks-views-on-local-community-services
Results / Findings
Our report of the engagement is here.
We have considered the views of service users and these have been incorporated into our service review.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well in the District Nursing service, and to identify what we need to improve the service further.
{slider title="Age UK Integrated Care Programme" open="false"}
When this happened
28th August – 2nd October 2018.
Who we engaged with
38 individuals responded to this survey of Age UK Service Users, Carers and public including stakeholders such as user groups & representatives.
Why we engaged
Part of a wider community services review, we are listening to people’s views about the Age UK Integrated Care service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
Results / Findings
Our report of the engagement is here.
We have considered the views of service users and these have been incorporated into our service review.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well in the Age UK Integrated Care service, and to identify what we need to improve the service further.
{slider title="Audiology (Hearing Aid) services" open="false"}
When this happened
June/July 2017
July & August 2018
Remains live
Who we engaged with
2017 User Survey : 24
2018 (July & August) – 183 over 50 year old service users
37 GP referrers
Why we engaged
To understand the experiences and views of NHS hearing aid service users to help us improve the service through an improved service specification and procurement.
How we engaged
Mixed methodology: Patient representatives on the procurement panel
Patient focus group
Online survey
Face to face meeting at Pensioners Parliament in Blackpool
Provider Open Day with patient reps involved
Action on Hearing Loss advisory role
GP referrer survey
Results / Findings
Reports are here:
How patient and public involvement has made a difference
As a result of this work the following has occurred:
-
Commissioners undertook a detailed analysis of the service specification against the key issues raised by patients from the survey, focus groups and discussions. This is here: Audiology Analysis
-
The service specification for NHS Hearing Aids has been revised to reflect patient views and experiences as above.
Two patients have told their story to East Lancashire CCG Governing Body and this has led to their being involved in improving the patient handbook in the audiology service at East Lancashire Hospitals NHS Trust.
{slider Childhood Immunisation letters}
When this happened
October 2018.
Who we engaged with
Members of the Patient Partners Board and PPGs via them.
Why we engaged
NHS England Screening and Immunisation are planning to write to parents in May 2019 to promote immunisation but were keen to ensure that the wording was appropriate to engage with parents.
How we engaged
We shared the letters with members of our Patient Partners Board and this was also circulated to PPGs for comment.
Results / Findings
Five of our readers came back with feedback which we have passed on to the NHS England Screening and Immunisation Team. They have assured us that they will modify the letter and share this before distribution in May 2019. The feedback from readers is here: Feedback from Readers Group - vaccination letter
How patient and public involvement has made a difference
The NHS England Screening and Immunisation Team were very grateful for the input of members of our readers group, and have updated the childhood immunisation invitation letter (see below) which incorporates suggestions from members of our readers group.
pdf 20190410 PSBMMR letter final (290 KB)
{slider Children & Young people's Transformation Plan 'Refresh' Survey}
When this happened
Who we engaged with
Why we engaged
How we engaged
Results / Findings
How patient and public involvement has made a difference
{slider Daneshouse Medical Centre Part 1}
When this happened
October – November 2018.
Who we engaged with
218 patients from Daneshouse Medical Centre completed our survey. The majority of registered patients who responded are from the BME community – mainly South East Asian Heritage, and including Pakistan and Bangladesh.
Why we engaged
Daneshouse Medical Centre closed on the 22 August 2018. As a short term plan, services were provided to registered patients from Colne Road Surgery, Burnley.
We wanted to establish what was deemed important to patients registered with Daneshouse practice before making any decisions for the longer term future.
How we engaged
Online survey promoted via media, social media and community networks. In addition we ran a focus group with residents in Daneshouse to explore the findings further.
Results / Findings
Key findings included having GP practice close to home, high quality care, quick access and being able to see the same GP. Findings are here: Daneshouse Responses (1st Survey)
How patient and public involvement has made a difference
The findings from this report were considered at the Primary Care Committee of the CCG December 2018. The committee also received a presentation from Councillor Sobia Malik, which included the findings from her own survey. Given the low numbers and the feedback from Cllr Malik, as well as other stakeholders, the committee requested a more detailed and wide-ranging survey to really gain an understanding of the community’s needs, experiences and expectations. (See Daneshouse Medical Centre Part 2).
{slider Daneshouse Medical Centre Part 2}
When this happened
January 2019.
Who we engaged with
879 patients from Daneshouse Medical Centre completed our survey. The majority of registered patients who responded are from the BME community – mainly South East Asian Heritage, and including Pakistan and Bangladesh.
Why we engaged
We engaged with patients from the now closed Daneshouse Medical Centre. They are currently registered with a temporary GP practice and we wanted to establish what they wanted from a GP surgery (what matters to them about GP care) and whether they wished to see the practice list dispersed or a new GP service commissioned (funded).
How we engaged
We worked with a local community network called BME Lancashire who recruited six community researchers. We coproduced the questionnaire with the community researchers and then provided them with training and knowledge to equip them to conduct face to face interviews with members from the community (Daneshouse and Stoneyholme). Alongside the face to face interviews, our community researchers held focus groups. The data was analysed and fed back to the community researchers to check the findings.
Results / Findings
Registered patients told us that they would prefer a new GP service rather than list dispersal. They also highlighted what is important to them. This is detailed in the report below. A key findings is that having a GP practice close to home and that is accessible was vital for this community.
How patient and public involvement has made a difference
The findings from this report were considered at the Primary Care Committee of the CCG at the end of January 2019.
{slider title="Domiciliary Phlebotomy (Blood taking)" open="false"}
When this happened
The survey ran for an eight week period from July to September 2018.
Who we engaged with
65 individuals responded to this survey of Domiciliary Phlebotomy Users, Carers and public including stakeholders such as user groups & representatives.
Why we engaged
Part of a wider community services review, we are listening to people’s views about the Domiciliary Phlebotomy service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
https://eastlancsccg.nhs.uk/news/763-nhs-seeks-views-on-local-community-services
Results / Findings
Our report of the engagement is here.
We have considered the views of service users and these have been incorporated into our service review.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well in the Domiciliary Phlebotomy service, and to identify what we need to improve the service further.
{slider Gluten Free food prescribing}
When this happened
Engagement took place from September- November 2016.
Who we engaged with
311 residents who receive gluten free prescriptions
East Lancashire Coeliac Society
British Coeliac Society
The Patient Partners Board (September to seek advice on proposed engagement, and December to share results)
Dieticians, GPs and other health professionals.
Why we engaged
We wished to decommission the prescribing of gluten free products as there was no evidence of the benefits and nationally there was a move to decommission gluten free prescribing (latterly NHS England has adopted this policy).
How we engaged
Online survey with options for paper based questionnaires.
Media and social media promotion of the survey to residents.
GP communication and promotion to their patients.
Attendance at the East Lancashire Coeliac Society to coproduce solutions to the proposal if it was agreed.
Stakeholder engagement with local MPs, councillors and VCFS.
Results / Findings
The findings are here:
They were presented to the CCG Governing Body of East Lancashire in January 2017 – the report is here:
document Governing Body Gluten Free Prescribing Consultation Report Jan 2017 (188 KB)
They were shared with patients, including the East Lancashire Coeliac Society and via the media and social media as we announced the decision.
Other supporting documents:
pdf Gluten Free Background Reading (81 KB)
document Gluten Free Presentation (203 KB)
document GF Prescribing Policy Oct 2016 (172 KB)
How patient and public involvement has made a difference
The CCG agreed to decommission gluten-free prescribing, but recognised the value and importance of providing patients with advice and information regarding alternatives and alternative arrangements. The CCG medicines management team worked with the communication and engagement team to produce information and guidance for patients. This was distributed to GPs and pharmacists in the area:
{slider GP access – helping patients to navigate their way around the NHS and services locally}
When this happened
Pre-engagement and co-production throughout 2015 and 2016.
Who we engaged with
6 representatives from PPG localities and Lay Member for CCG, as well as advisory staff from CCG.
Why we engaged
To seek PPG locality networks and member views about GP access with a view to improving it.
How we engaged
Co-production incorporating citizens jury style evaluation.
Results / Findings
The coproduction group term of reference is here: pdf EL Primary Care Access Co production Group (239 KB)
And the reports from the coproduction are here: document Focus group feedback slides (137 KB)
document GB 26 Jan 2015 Primary Care Access Project (451 KB)
How patient and public involvement has made a difference
The group came up with principles for extended GP access which we used in our consultation below.
It also identified the need for care navigation style services and we commissioned and have implemented care navigation across East Lancashire – see our news story:
https://eastlancsccg.nhs.uk/patient-information/local-services/care-navigation
{slider GP extended access and the Health Access Centre, Hyndburn}
When this happened
April – June 2016.
Who we engaged with
2,129 respondents from the general population as well as targeted engagement (over 30 groups including older peoples forums, BME, Disability groups, PPGs).
Why we engaged
To share our options for extended GP access across East Lancashire, and also to gauge views about the proposal to close the Health Access in Hyndburn, which extended GP access will replace as an extended GP service.
How we engaged
Mixed methodology: Online questionnaire, paper questionnaires (distributed to all GP practices), focus groups, online podiums at health centres, public meetings, social media feedback.
Results / Findings
The reports are here: ELCCG Primary Care Consultation Report
They were considered at our Primary Care Committee in June 2016 and September 2016.
How patient and public involvement has made a difference
Following support for the proposed model of extended GP access , the CCG moved forward to commission the GP Federations to introduce this model, firstly in Hyndburn as there was concern that following the closure of the Health Access Centre, Hyndburn residents should receive this service first. The CCG introduced extended GP access to Hyndburn first and following feedback, allowed for a period of double running of both the Health Access Centre and extended GP access. An information campaign ran in Hyndburn to prepare patients and the public, and PPGs including the Hyndburn PPG network oversaw this campaign.
{slider-nested title="Current and Proposed Models" open="false"}
Current model of routine GP services in East Lancashire: 
Proposed model of routine GP services in East Lancashire: 
{/sliders-nested}
{slider-nested title="Equality Impact Assessments of the proposals" open="false"}
An equality impact assessment (EIA) is a tool that helps public authorities like the CCG make sure their policies, and the ways they carry out their functions, do what they are intended to do and for everybody. Carrying out an EIA involves systematically assessing the likely (or actual) effects of policies on people in respect of disability, gender, including gender identity and racial equality and, where you choose, wider equality areas. This includes looking for opportunities to promote equality that may have previously been missed or could be better used, as well as negative or adverse impacts that can be removed or mitigated, where possible. If any negative or adverse impacts amount to unlawful discrimination, they must be removed. The Equality Impact Assessments for the proposals for extending GP access in East Lancashire, proposals for the Fairmore Group of Practices and the GP practice at Accrington Victoria Community Hospital are here:
- document STAGE 2 EIA Assessment New Models of Care (2.60 MB)
- document STAGE 2 EIA Assessment Fairmore (2.62 MB)
- document STAGE 2 EIA Assessment HAC Registered List (2.62 MB)
{/sliders-nested}
{slider-nested title="Improving GP Access - Consultation Findings" open="false"}
A comprehensive twelve week consultation was undertaken between April and July 2016 on a proposed new model of primary care in East Lancashire. The consultation achieved extensive publicity and was widely promoted in the area. An online survey was supported with a distribution of 13,000 paper questionnaires and pre-paid envelopes to the 58 GP practices and patient and public interest groups. The promotion of the survey was backed up with press and radio coverage, advertising, and the extensive use of social media. In addition, a programme of presentations, meetings and face to face engagement was undertaken to enable patients, members of the public and other stakeholders to consider the proposals and respond to the consultation. We engaged with patients at 16 drop-in face to face meetings. We were privileged to be able to present our proposals and hear views at over 30 different meetings. We engaged in online discussions on Facebook and Twitter, encouraging comment whilst hopefully maintaining a neutral yet positive stance.
We were delighted to receive 2,129 responses to the consultation, and within these responses, many detailed comments which we have given consideration to.
We are truly grateful for the level of engagement and the responses people have given. This report sets out our reflections regarding the feedback and proposes how we will consider further the responses moving forward.
document Consultation Report NMOC (76 KB)
document ELCCG Primary Care Consultation Final Results (211 KB)
document (211 KB) pdf NHS East Lancs CCG Primary Care Consultation Report (Appendix 1) (353 KB)
{/sliders-nested}
{slider Integrated Neighbourhood Teams (INTs)}
When this happened
The survey ran for an eight week period from July to September 2018.
Who we engaged with
75 clinicians who use the INT service.
Why we engaged
Part of a wider community services review, we are listening to health professionals views about the INT service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
We enabled this questionnaire to be completed online and sought views from clinicians – mainly GPs and others who refer to the service.
Results / Findings
Our report of the engagement is here.
We have considered the views of service users and these have been incorporated into our service review.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well in the INT service, and to identify what we need to improve the service further.
{slider Lower Limb Vascular service}
When this happened
January 2019 for a period of 4 weeks.
Who we engaged with
Lower limb vascular Service Users, Carers and public including stakeholders such as user groups and representatives.
Why we engaged
Part of a wider community services review, we are listening to people’s views about the lower limb vascular service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
We engaged directly with patients via the treatment room service, with paper questionnaires (including freepost envelopes), and posters explaining the survey. We also issued a press release to media and promoted the survey on social media and websites:
We have made available paper copies of the questionnaire as well as the online version along with a Freepost envelope for ease of use. Staff in the service have given the questionnaire to patients, relatives and carers.
Results / Findings
We are now analysing the data and will publish this in due course.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well, and to identify what we need to improve the service further.
{slider Lymphoedema service}
When this happened
January 2019 for a period of 4 weeks.
Who we engaged with
Lymphoedema Service Users, Carers and public including stakeholders such as user groups and representatives.
Why we engaged
Part of a wider community services review, we are listening to people’s views about the Lymphoedema service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
We engaged directly with patients via the Lymphoedema service, with paper questionnaires (including freepost envelopes), and posters explaining the survey. We also issued a press release to media and promoted the survey on social media and websites:
https://eastlancsccg.nhs.uk/news/833-ccg-seeks-people-s-views-on-east-lancashire-lymphoedema-service
Results / Findings
We are now analysing the data and will publish this in due course.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well, and to identify what we need to improve the service further.
{slider Online Patient information to improve signposting for patients - REAL websites}
When this happened
2015 to 2018.
Who we engaged with
Coproduction group for GP access (see extended GP access case study), PPGs, patient feedback.
Why we engaged
We have been continuously engaging with patients and the public about available patient information, and as part of the coproduction work for GP access.
How we engaged
Coproduction with patient representatives from our five locality PPG networks, as well as other patient and public representatives.
Results / Findings
Patients told us that as part of improving access to GP services, we also needed to improve access to localised information. The preference was for online information.
How patient and public involvement has made a difference
We worked with Rossendale Enterprise Anchor Limited (REAL) a community interest company in Rossendale to develop and pilot a community website. This was developed and we have now funded a community website which signposts information for patients and which has been tested and evaluated by PPG networks. In each locality we worked with PPGs and PPG networks to develop the websites for local use. The websites for each of the five localities are here:
https://rossendale.realtd.co.uk/
https://hyndburn.realtd.co.uk/
https://ribblevalley.realtd.co.uk
{slider title="Our plans for health and care (Draft Pennine Plan - GRT community)" open="false"}
When this happened
Engagement took place December 2017 and January 2018 and consideration of the findings throughout 2018 up to publication of the Pennine Plan in September 2018
Who we engaged with
113 Gypsy, Romany and Travellers (GRT) across East Lancashire & Blackburn with Darwen
Why we engaged
To understand their views about our future plans, and consider any changes to the plans.
The East Lancashire PCT undertook a survey in 2006 and we were keen to update this and ensure that commissioners understand the needs of the GRT community.
How we engaged
Focused outreach and peer to peer engagement : we trained GRT researchers to interview other members of the GRT community.
Results / Findings
Our report of the engagement is below. We used the insight from this engagement to check against the proposed plan, in particular our plans for integrated neighbourhood working.
pdf Draft Pennine Plan GRT community (14.68 MB)
How patient and public involvement has made a difference
This engagement led to greater awareness of the health and care needs of the GRT community amongst commissioners and providers, and we have used the findings to reassure ourselves that our plans will meet the needs of the GRT community. We carried out cross checks against the plan from January – September 2018.
{slider title="Our plans for health and care (Draft Pennine Plan)" open="false"}
When this happened
We continued to engage with the public on our plans for Pennine Lancashire from December 2017 to February 2018 and consideration of the findings throughout 2018 up to publication of the Pennine Plan in September 2018.
Who we engaged with
We met with 22 patient groups, and gave out 732 copies of the draft plan. We promoted the engagement widely on social media and online and our website was visited by 13,751 visitors in the period. We received Facebook story reached 44,709 people and Twitter 36,127 people. We received the views of 377 people.
Why we engaged
To understand people’s views about our future plans, and consider any changes to the plans.
How we engaged
Mixed engagement methodology: Online survey,
Face to face survey, focus groups
Results / Findings
Our report of the engagement is below. We used the insight, views and experiences expressed in this engagement to consider whether we had missed anything or needed to change anything in our draft plan.
pdf TAHF Draft Pennine Plan (667 KB)
How patient and public involvement has made a difference
We carried out cross checks between what people said, and what we proposed in the plan. We had a scoring system to gauge whether the proposals were understandable, supported or agreed with, and deemed to be beneficial or not. We used this data to strengthen the plan and any further action required. Workstream leads for the various aspects of the plan received copies of our checks and agreed, or not, with these and changes to the plan were made. We changed some of the language in our plan based on the feedback and we considered the needs of carers and those with dementia further. We carried out these check from January to August 2018.
{slider title="Parkinson's Nursing service" open="false"}
When this happened
January 2019 for a period of six weeks.
Who we engaged with
Parkinson’s Service Users, Carers and public including stakeholders such as user groups and representatives.
Why we engaged
Part of a wider community services review, we are listening to people’s views about the Parkinson’s nursing service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
We engaged directly with patients via the Parkinson’s Nursing service, with posters and paper questionnaires with a freepost return envelope, and with groups such as the Parkinson’s Society. We also issued a press release to media and promoted the survey on social media and websites:
We have made available paper copies of the questionnaire as well as the online version along with a Freepost envelope for ease of use. Staff in the service have given the questionnaire to patients, relatives and carers.
Results / Findings
We are now analysing the data and will publish this in due course.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well, and to identify what we need to improve the service further.
{slider Self-Care Prescribing}
When this happened
March – July 2017.
Who we engaged with
824 residents, including PPG representatives, Patient Partner representatives, MPs, and councillors. Over
15,000 people in East Lancashire were reached with this campaign on our Facebook page.
Why we engaged
We considered that the GP prescribing of readily available over the counter medication was an avoidable and sometimes excessive cost and in reality was not effective for patients as they would make a GP appointment for a prescription when they could have visited a retail chemist and bought the over the counter medicine as well as received advice from the chemist.
How we engaged
Online survey supported by media and social media promotion on our Facebook and Twitter page. We reached over 15,000 people on our Facebook page. We promoted this engagement through the Patient Partners Board, and PPGs via email and social media. Briefings supported by posters and information were distributed to GP practices and chemists in the area.
Results / Findings
Patients supported the discontinuation of the prescribing of readily available over the counter medication (74% of the respondents were in support of this).
The report of the engagement is here:
Consultation on over the counter (OTC) prescribing
Graph of OTC self care prescribing
It was considered by the CCG Sustainability Committee and reported to the Governing Body in September 2017: here:
https://eastlancsccg.nhs.uk/about-us/governing-body-meetings/2017-18/25-september
4.6 Sub Committee Summary Sept 17
How patient and public involvement has made a difference
The Sustainability Committee of the CCG reviewed the findings and supported the discontinuation of prescribing for over the counter medication.
While patients supported the proposal, they requested support for self care. The communication and engagement team worked with Medicines Management at the CCG to produce a suite of support documents which were distributed to GP practices and pharmacists for patients. The documents were reviewed by the Patient Partners Board. We made these available to PPGs and on our website here.
{slider Service redesign of Children & Young People's mental health services (THRIVE)}
When this happened
May – June 2018.
Who we engaged with
Over 250 young people, family members and other carers – along with health care professionals.
Why we engaged
We are seeking to improve child and adolescent mental health services. The model we wish to introduce is called Thrive, however we recognise that coproduction of the service model with service users will be the best way of developing the best model.
How we engaged
We worked with the Healthwatch Lancashire and South Cumbria collaboration along with CCGs and service providers to support coproduction with children and young people, as well as parents and other stakeholders. This led to the seven co-production workshops at a variety of locations where we listened to the views of children and young people. This has helped us develop the model.
Our communication and engagement strategy is here: strategy and plan - comms & engagement
Results / Findings
The workshops resulted in a report which here:
pdf Appendix 5 Thrive Report FV (2.82 MB)
pdf Appendix 6 THRIVE Final Version (1.68 MB)
We fed the result of the workshops to a further event in September 2018 -
This was used as a sense check and we used the feedback to further strengthen our plans. We received media coverage about this and the main story is here: https://www.healthyyoungmindslsc.co.uk/news-events/latest-cyp-new/nhs-collaborate-children-and-young-people-improve-their-mental-health-services
How patient and public involvement has made a difference
Much of the information about how we are progressing in the redesign of the service is posted on the programme website here:
https://www.healthyyoungmindslsc.co.uk/camhs-redesign
We undertook a review of what people said, and what we need to do or have done to address these views. This is captured in this document:
pdf Appendix 4, you said, we did FINAL (442 KB)
{slider title="The views of Children & Young People" open="false"}
When this happened
July-August 2017 with action in response throughout 2018/19.
Who we engaged with
837 children and young people (C&YP) including Lesbian, Gay, Bisexual, Transgender, Questioning and BME
Why we engaged
We commissioned Healthwatch Blackburn with Darwen and Healthwatch Lancashire to engage with children and young people across Pennine Lancashire to gather their views and experiences on the issues that affect their health and wellbeing
How we engaged
Mixed methodology:
- Online survey
- Face to face survey and
- Peer to peer engagement
Results / Findings
The report highlights the need for more support for C&YP particularly around Mental health awareness and keeping healthy.
pdf The views and experiences of CYP in Pennine Lancs (4.55 MB)
How patient and public involvement has made a difference
In November 2017 C&YP presented the findings to the Governing Body of NHS East Lancashire. The Governing Body agreed a proposal to fund Learn Live, a Lancashire –based broadcasting company to broadcast health programmes to all the schools and colleges in the area. Throughout 2018 and into 2019 we have continued with these broadcasts and these have including mental health awareness, stress management, dealing with cyber bullying, managing asthma and keeping fit. The programmes have proved popular, evaluated well, and we will continue to do these. You can see an example of this when we ran a broadcast on asthma (one of the concerns for young people) in July 2018
{slider Tissue Viability Services}
When this happened
The survey ran for an eight week period from July to September 2018.
Who we engaged with
36 individuals responded to this survey of Tissue Viability Service Users, Carers and public including stakeholders such as user groups & representatives.
Why we engaged
Part of a wider community services review, listened to people’s views about the Tissue viability service so that we can use this information to develop and improve services which meet the needs of patients.
How we engaged
https://eastlancsccg.nhs.uk/news/763-nhs-seeks-views-on-local-community-services
Results / Findings
Our report of the engagement is here.
We have considered the views of service users and these have been incorporated into our service review.
How patient and public involvement has made a difference
The findings from this survey will help our GPs, primary and community health teams to identify what is working well in the Tissue viability service, and to identify what we need to improve the service further.
{slider Urgent Care}
When this happened
October – November 2018.
Who we engaged with
193 people who attended urgent care centres in Pennine Lancashire (Blackburn and Burnley Urgent Care Centres and Rossendale and Hyndburn Minor Injuries Units).
Why we engaged
To build our knowledge about urgent care use, and help us understand what is important to people when they choose to attend urgent care.
How we engaged
We adopted a method called “Appreciative enquiry” to gain a deeper understanding of people’s views. We visited urgent care centres and with permission listened to the views of people who were waiting to be seen. We created a series of infographics which we asked people to comment on as well as listening to their views.
Results / Findings
We learned that what matters to attendees at urgent care is convenience, location (close proximity to home), short waiting times, and getting information and advice quickly. You can read the presentation from this work here: Urgent Care Engagement with Service Users
How patient and public involvement has made a difference
We have used this information to inform our developing vision and plans for urgent care in Pennine Lancashire. This builds on a desk top analysis of patient engagement which is referenced in the report, and it will help us formulate further engagement on future options for urgent care services.
The presentation was shared at the Patient Partners Board in November 2018 and was supported by members, who are PPG and patient group representatives.
{/sliders}