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Accessible Information

How to make a request for information in an alternative format or request additional support

We want to ensure that the information we communicate is fair and accessible to all sections of our local communities. Patients, the public and staff can request reasonable adjustments such as information converted into other formats for easier reading.

To request information or any of our key documents in an alternative format such as braille, larger print, audio or other format please email quoting your address, telephone number along with the title and date of the publication, plus the format you require. Our website displays some of our key documents also in Easy Read format for people who prefer a straightforward summary in plain language.

In addition you may require additional support to contact the CCG e.g. a British Sign Language interpreter to support you or you may need language support where your first spoken language is not English.

For more information please contact us on 01282 644627 or you have the option to use Next Generation Text, where you cannot hear or speak on the phone.  You can also contact us by email or post:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 


NHS East Lancashire CCG will give due regard to the new Accessible Information Standard from NHS England. For more information, visit the NHS England website.

Patient Partners Board

The Patient Partners Board is a group of representatives of locality Practice Patient Groups (PPGs) and networks.  

The group exists to provide oversight of patient and public involvement planned, being carried out and completed by the CCG. The meets are not public meetings, however they are held in public and any member of the public, PPG or other patient group is welcome to attend. The meetings are bi-monthly, from 2pm-4pm at Walshaw House, Nelson.   

The Patient Partners Board is a sub-committee of the CCG Governing Body, Chaired by Michelle Pilling, who is the Deputy Chair and Lay Advisor for PPI and Quality.  As such Michelle is a member of the Governing Body. The Vice-Chair of the Group is David Rogers, Head of Communication and Engagement for the CCG.

The Terms of Reference for the Patient Partners Board are here. New members receive an induction and all members receive regular training and development. Our induction pack for new members is here

View the meeting papers for 2018 and 2019 here. Previous year's papers are available on request.

Meeting dates for 2019:

Dates subject to change - please check in advance.

Tuesday 26th February - papers are out now and available here 

Tuesday 9th April

Tuesday 18th June

Tuesday 20th August

Tuesday 15th October

Tuesday 10th December

If you wish to attend, please call us on 01282 644627 if you have any needs or requirements, or please, simply turn up and we will make you welcome.


How we involve people

How we involve the public and how you can get involved in health service developments

Patient and public involvement is at the heart of the CCG. Our Governing Body has a membership that includes three Lay (Patient) Members – one of whom has a specific brief for patient and public involvement and one of whom has responsibility for ensuring that the organisation has a focus on equality and inclusion

Governing Body Members receive reports to assure them that the CCG is achieving its objectives, and this includes reports and reference in reports to patient and public involvement and equality and inclusion.  The front cover of reports has an assurance check list that ensures that patients and public are involved.  An example of a specific patient and public involvement report is here.

Our constitution means that our Governing Body is held in public, and members of the public can submit questions for the Governing Body to answer. 

We work to a set of principles for engagement. These are not final - we are always learning - but they provide a good basis for engagement and let patients and the public know what they can expect when we carry out engagement. 

The Governing Body also hears stories from patients about their experiences of health service, and living with their condition.  Recent stories have included alcoholism and military veterans.

The Governing Body also receives assurance and oversight from a sub-committee called the Patient Partners Board. You can find more about the Patient Partners Board here.  It’s members are representatives from each of the five Patient Participation Group (PPG) networks in East Lancashire, as well as Lancashire Healthwatch, and other patient groups. The Patient Partners Board reviews and evaluates our patient and public involvement plans and activities.  

The planning cycle for the CCG starts with the issuing of national planning guidance by NHS England. You can see the latest round for 2019/20 here: https://www.england.nhs.uk/wp-content/uploads/2018/12/nhs-operational-planning-and-contracting-guidance.pdf .  The guidance is published for CCGs in early January, the final operational plan for CCGs is submitted to NHS England by 4th April 2019.  The plan sets out expectations for clinical commissioning and we use this to shape our work plans each year. This includes Patient and Public Involvement.

Our last operational plan was a two year plan and you can see it here: eastlancsccg.nhs.uk/about-us/our-missions-aims-priorities-plans.  Over the last year we have engaged and involved patients and the public on key aspects of this plan.  Examples of this include primary care and urgent care.

GP practice Patient Participation Groups (PPGs) are an integral part of our engagement with patients and the public. They are established with each GP practice and if you are registered with a GP practice you can join your PPG.  To join your practice PPG just contact the Practice Manager or the reception staff.  PPGs support GP practices through health awareness campaigns, surveys, Care Quality Commission inspections. They also support the CCG helping us to promote engagement we are doing across East Lancashire or within their locality.

We also have a membership scheme called Patient Partners. Anyone who lives or works in East Lancashire can join. We send regular bulletins to Patient Partners and we invite members to take part in commissioning projects and developments by sitting on project groups, or by reviewing documents and marketing materials, or by participating in surveys and promoting engagement. When you join Patient Partners we ask if you have any particular interests such as mental health or asthma, for example, and we use this information to match you to any relevant projects or work in those areas.

East Lancashire consists of 5 localities: Burnley, Hyndburn, Pendle, Ribblesdale and Rossendale. Each of these localities has a locality manager and they support the locality Health and Wellbeing Steering Group. Each of these groups has representatives from neighbourhoods, including primary care networks, local councils, GPs, the Voluntary, Community and Faith Sector, and local patient representatives. Councillors, and patients all bring strong community perspectives the groups and influence developments and plans. Summaries of the work being undertaken in each locality are reported monthly to the Governing Body in a Locality Summary which can be found in the Governing Body papers here.

Commissioning managers and teams at the CCG actively involve patients and the public in much of their work. For example they may wish to redesign a service or consider whether a service needs to be redesigned or changed. Some commissioning involves procurement (buying) new or different services and patient representatives are involved in procurement. Good examples of this are the work we did around care navigation, and extended GP access.  Our “matching service” for Patient Partners means people can contribute their expertise and insights as expert patients.

We have three systems that enable us to hear the views of patients and the public. The first one is connect where patients, GPs and others can tell us about their experiences of health services. The second one is the complaints, comments and compliments system which we commission from Midlands and Lancashire CSU – details are here. These are reviewed by our Quality team act on them and report on this to the Pennine Lancashire Quality Committee. These reports are covered in reports that are presented to the Governing Body each month - here. Finally we have a system called “Health Matters” – it is our way of gauging what matters to patients and the public about their health and health services. We have established it as a form of continuous dialogue. It involves online feedback and the use of social media as well as outreach in each of the local areas.

We also go out to meet people and groups. We call this “outreach”.  Good examples of this are the engagement we conducted on gluten free prescribing where we attended the East Lancashire Coeliac Society meetings as well as the East Lancashire Diabetes Groups where we have shared our proposals but also listened to their views.

We also work closely with partners in the communities we serve. We work closely with Healthwatch Lancashire who are the voice of patients in our area. Whenever they produce reports from “enter and view” inspections or specific projects we review the project and consider its findings at the Patient Partners Board.  Any recommendations that arise from Healthwatch reports are shared with commissioners who use this information to improve services in the area.

We work with specific partners such as BME Lancashire, Burnley Youth Theatre Amplify and LearnLive to engage with groups and communities. We describe how we work with them in our closed and open engagement pages

Annual Reporting

As well as reporting on patient and public involvement to our Governing Body and to the Patient Partners Board, we are also accountable to the public and patients more generally, through our Annual Report. 

Our pdf 2017/18 Annual Report (1.34 MB) has a detailed section on patient and public involvement and you can read the section here: pages 36-39. On page 12, we describe how patient involvement is a top priority and how we link and work with local communities.  Our Accountable Officer also describes the value of patient and public involvement in his introduction on page 5.

In the section “How we involved patients and the public’ we describe difference that we have made as a result of involving the public and in addition we have a section which describes how we have made a difference in commissioning from page 20 to page 33.

It describes who we have engaged with. For example we have worked closely with all 53 GP practice PPG representatives and supported them to run health campaigns and contribute to care navigation, and healthy lifestyle activities.  On page 38 we describe how we involved service users such as cervical cytology, diabetes and specific health intervention users (policy harmonisation).  We describe how we worked with children and young people and used this information to create a system of broadcasts to schools to promote mental health awareness and asthma awareness as these were matters of concern to them.  We also describe our engagement of BME, GRT, CAMHS service users, and audiology service users. All of this involvement has contributed to redesigned service specifications and commissioning arrangements.

Our vision on page 9 describes how we will use the available evidence and patient experiences to ensure that the right services are commissioned for patients, and how we will ensure that we will involve and engage patients in the local health system and support them to be co-producers of health and wellbeing.

On page 12 of the Annual Report we describe how we work with our local communities and community and voluntary networks, and on page 13 we describe our partnerships with Lancashire Healthwatch, and with the Lancashire Health and Wellbeing Board whose members are local community leaders, including councillors and community representatives.

From page 20 to page 33 we describe how we have made a difference through local commissioning. Much of this has been achieved through the involvement of patients and the public.  For example we describe how we have invested in primary care, using feedback from the GP patient survey to guide us. In addition our work to introduce extended GP access has harnessed the views of patients to influence this. Furthermore we have worked with GP practices to introduce Care Navigation. Our approach to Care Navigation was agreed following coproduction with the Patient Participation Group (PPG) network in Hyndburn.   We listened to patients and staff in the regulated care sector who told us that a the adoption of music therapy through playlists for patients could enhance the quality of life and improve the outcomes for those with dementia. Similarly we learned that patients often mislay personal effects when transferred from a care home to hospital so we introduced the Red Bag scheme. These two examples are included in the Annual Report on page 23. On page 25 of the Annual Report we talk about how a task and finish group which includes patient representatives and which met for a year developed a new service model for diabetes along with detailed service specifications. In response to patient feedback we invested in Empower – structured diabetes education, and in the Annual Report we describe how we have monitored patient views to provide assurance of the quality and effectiveness of this programme (page 27)

On page 28 we describe how we have worked with local voluntary and community networks under the auspices of Lancashire Women’s Centre to offer improved access to psychological therapies. We have worked with patient representatives to tell their story and improve awareness of the scheme.

We also describe how we have continued to coproduce our approach to social prescribing with Burnley, Pendle and Rossendale CVS, and Hyndburn and Ribble Valley CVS – our two voluntary, community, and faith sector agencies on page 30. We listened to community networks and patient representatives to ensure that we have invested in communities who offer social prescribing through a grant scheme that builds local resilience and reduces demand on services.

Understanding Health Needs

There is no shortage of available information on the health and care needs of the population in East Lancashire. Much of what we understand is based on the feedback from our GP members who see patients daily and whose understanding of health problems in the area is very strong. 

We use the available information compiled by Public Health professionals, who are based at Lancashire County Council and whose public health information is available to us in the form of a Joint Strategic Needs Assessment (JSNA). Much of this is distilled into “area profiles” and you can find a lot of detailed needs assessment based information here: https://www.lancashire.gov.uk/lancashire-insight/area-profiles/ and about health and wellbeing here: https://www.lancashire.gov.uk/lancashire-insight/health-and-care/

Much of the detailed information from this is available at neighbourhood level and can be found here: https://www.lancashire.gov.uk/lancashire-insight/neighbourhood-geographies-dashboard/

The JSNA annual commentary 2017/18 (PDF 1.1 MB) gives an overview of key issues across the county, and includes East Lancashire.

We draw on the area health profile for East Lancashire here: https://www.lancashire.gov.uk/media/898215/east-lancashire-mini-summary-profile-2017-18.pdf

In addition we use the information provided by Public Health England here: https://fingertips.phe.org.uk/ and in the atlas of variation here: https://fingertips.phe.org.uk/profile/atlas-of-variation.

We also draw on the CCG outcomes tool produced by NHS England here: https://www.england.nhs.uk/ccg-out-tool/

The available evidence

We draw on the best available evidence for clinical care and services. Most of this is available from the National Institute for Clinical Effectiveness (NICE)    https://www.evidence.nhs.uk/

We also draw on the work of NHS Right Care. This is a programme of work led by NHS England which uses nationally collected, reliable and robust data, which it makes available to CCGs and health systems to support them to make improvements in patient care.

As most health conditions are linked to factors such as deprivation, lifestyle and age, NHS Right Care provides CCGs and health systems with data to help us manage these conditions, and commission the right care and services.  Deprived populations will have much higher rates of admissions and worse health outcomes for conditions such as Respiratory, CVD, Cancer, Diabetes, etc.  

Clinical knowledge and experience

Our local GPs and other clinicians are experienced and knowledge not only about the health of the populations they see and treat, but also about the best available treatment and care available for the conditions that they see.

Being a GP led organisation, with a Chair and a Medical Director who is a local GP, and with locality lead GPs who are members of the CCG Governing Body.  In addition to this, we have nominated GPs who lead on key areas of work such as cancer, mental health, urgent care and unscheduled care.  As a result, we have readily available access to local clinical knowledge and experience daily. Our GPs help us ensure that we commission services that are not only driven by patient experience and views and the best available evidence, but also are practical and manageable for local doctors and other health professionals.

The final report of the Mid Staffordshire Foundation NHS Trust Inquiry found amongst many things that health and care services could improve their ability to capture and act on “soft intelligence” – the things people say or see about services.  In East Lancashire we set up a system called Connect.  It enables GPs, patients and members of the public to feedback their concerns and views about health services.  We found that patients often told their GP about their concerns or feedback about services but didn’t wish to tell us or share their experiences. So we have enabled our GPs and their teams to use Connect to ensure we hear and learn from these views.  GPs use Connect too.

Since we started we have received over 1281 queries from a number of different sources including but not limited to patients, public, NHS Choices, GPs and providers.

Regular reports of the themes from Connect go to the Pennine Lancashire Quality Committee for assurance and oversight. In this way the views and experiences of patients influence the commissioning and the delivery of health services.

This presentation explains Connect in more detail and showcases three case studies from the data to show how we make improvements as a result of this feedback document here (192 KB) .

Our web page for Connect is here: https://eastlancsccg.nhs.uk/get-involved/connect.  There are a range of ways that patients can get involved. For example people can contact us on our online feedback address - This email address is being protected from spambots. You need JavaScript enabled to view it. or call us on Freephone: 0800 032 2424, telephone: 01772 777952 or textphone: 01772 227005.