You said we did and "What difference did it make"

As a result of the work Camden GP practices (N=32) now have a level of compliance with the AIS that we believe exceeds anywhere else in the country. Every practice now offers a registration form in Easy Read and Large Print formats, annual health checks in easy read and practices actively prompts patients to identify their communication support needs, has had basic d/Deaf training, has a working hearing loop and notes communication support needs using alerts on EMIS 

You will find below (10 extracts from our Patient Voice reports) examples of what we have done as a result of the feedback received from patients, local residents and stakeholders during the last 12 months.  

1. You Said

Healthwatch Camden did research among Camden residents who are deaf or visually impaired or have learning disabilities who told us that they face particular difficulties ifGPs do not meet their communication support needs. Feedback showed that many of Camden’s GP practices were not yet meeting the Accessible Information Standard (AIS).

 We Did

Camden CCG in collaboration with the Local Medical Council supported Healthwatch Camden who visited every practice in Camden to help them become compliant with the AIS.

What Difference did it make

As a result of the work Camden GP practices (N=32) now have a level of compliance with the AIS that we believe exceeds anywhere else in the country. Every practice now offers a registration form in Easy Read and Large Print formats, annual health checks in easy read and practices actively prompts patients to identify their communication support needs, has had basic d/Deaf training, has a working hearing loop and notes communication support needs using alerts on EMIS

2. You Said

Deaf service users told the CCG that our staff and general practice staff should have a better understanding of using BSL interpreters and an understanding of what it is like to be a deaf person. 

 We Did

Camden CCG approached and supported Asif Iqbal, MBE BA (Hon), Rehabilitation Officer for Deaf and Hard of Hearing People, London Borough of Camden who is also profoundly deaf and 12 deaf awareness training sessions were held over the last year. 

The aim of the training was to enable participants to have a greater understanding of deafness and the issues involved with communication and access to information.

What Difference did it make

Learning outcomes: To date over 80 attendees (CCG and practice staff (Clinical & Admin) were able to build up confidence to talk to deaf people directly. Gain a basic understanding of deafness and acceptable terminology.

Ability to use basic everyday signs and clear lip-reading skills, to be aware of technology and services available to meet deaf and hard of hearing client’s needs and know how to work with a BSL Interpreter.

3. You Said

Local PPGs raised concerns with Camden CCG in relation to transfer of patients from the Royal Free London Hospital (RFH) to Chase Farm Hospital for elective surgery. PPG members felt that patient choice was not offered to patients as well as it should be and concerns were raised in relation to the adequacy of patient transport. The Chair of CPPEG also raised concerns at a CCG Governing Body meeting. 

 We Did

Following the feedback received and the patient story that was presented by the Chair of CPPEG – Dr Neel Gupta, Chair and Kathy Elliott, Vice Chair of Camden CCG held a meeting (13 Dec 2018) with Kate Slemeck, Chief Executive and Chris Streather, Chief Medical Officer of the RFH to discuss patient and their families concerns.

What Difference did it make

A summary of the actions are as follows: 

  1. In terms of next steps the RFH has produced better materials for their clinical and operational teams to ensure they are more explicit in the choice that Camden patients have for their surgery and will also be working to improve the patient pathway 
  2. RFH are also working to be more explicit in that it is seeking to encourage Camden patients to have surgery at Chase Farm Hospital given the clinical advantages of a purpose built elective centre where operations are less likely to be cancelled due to pressures on beds. Crucially the RFL would also be clearer that patients do have a choice and can still ask for the surgery to take place at the RFH. 
  3. Improve pathway design to ensure Camden patients who are happy to have surgery at Chase Farm Hospital can have any tests associated with their surgery – blood tests and pre-operative assessments – at the RFH.
  4. Health inequality and transportation – The RFH agreed to explore how transport options to Chase Farm Hospital for those patients who choose to have surgery there from Camden could be improved.

4. You Said

Young people and parents told us that they were concerned about student wellbeing and lack of awareness of GP and mental health services.  

We Did

From January (2019) the Communications and Engagement Team started a higher education health and wellbeing campaign working with 4 universities in the borough, focusing on student mental, physical health and the best way to access NHS services.

What Difference did it make

Students have been made aware of local GP and mental health support services that are available to them when they register with a local practice. Students have also been informed and supported on how and when to use the correct services (e.g. GP extended access instead of attending A&E). 

5. You Said

Patients with long term conditions told us that they want to know more about self-care and when they should go to the pharmacist, GP and A&E

 We Did

In response to the feedback a local GP and Pharmacist held workshops throughout Camden with patients with long term conditions and attendees learnt

  1. What is self-care
  2. What’s the most appropriate servicefor their symptoms
  3. When can you manage your symptoms at home?
  4. When you should see your pharmacist?
  5. When you should see your GP
  6. When do you need to go to A&E
What Difference did it make

More than 150 people have attended the workshops. The feedback received was positive and a quote from an attendee said : “It is not often I'm glad to be a Camden resident, but this sort of workshop really makes it worth it- it has been really useful” 

Self–care notice boards are also being introduced in a number of local general practices and with a virtual notice board also under development for the CCG public website and links will be forwarded to general practices to signpost patients to. The purpose of the notice boards will be to signpost people to help them manage their health and well-being and to access General Practices, Accident & Emergency and Pharmacies appropriately. 

A self-care pack has also been developed and disseminated to attendees, PPGs and local residents to help them manage their conditions and use services appropriately. 

6. You Said

Strategic Partners Neighbourhoods: We recognised the need to strengthen our links London Borough of Camden Voluntary Sector Team and smaller community groups. The Lead Director of Voluntary Action Camden raised the issue with us. 

 We Did

The Chair (Dr Neel Gupta) and Vice Chair (Kathy Elliott held a meeting with key smaller groups in Camden to talk about opportunities for joint working with the development of GP Neighbourhoods. Some of the groups that we meet during the last 12 months were the African Health forum, Kurdish Community Association, Sundanese South Health Women’s Group, Cristian Church of God & the Lights Foundation Mission

What Difference did it make

The groups have been connected to the development of GP Neighbourhoods, connected to the work of the local Public Health team and are working to get health information out to everyone in the groups that the CCG has met. The CCG and VAC are working together to get people from the community groups to join the volunteers who assist with the development of social prescribing in general practice in Camden. 

7. You Said

Camden Lesbian, Gay, Bi-sexual & Transgender Forum: The Lead Director for Transformation and Senior Engagement Manager meet with the forum to talk about the Local Care Strategy and STP plan. Forum members told us that the presentation pack needed to be more inclusive and welcomed the offer of the CCG to proactively promote LGBT issues to CCG and general practice staff. 

We Did

As a result of the discussion the presentation slides have been updated to ensure that the family model is representative of the LGBT community and LGBT awareness and access to the forum has been promoted to in the patient newsletter and internal CCG staff newsletter. Camden CCG has also launched the Rainbow Lanyard initiative with fellow CCGs in North Central London.

A Trustee of Camden LGBT forum has also visited the CCG to talk about LGBT issues and what is important to local people around healthcare in Camden.. 

What Difference did it make

The Rainbow Lanyard is regarded as an open and visible commitment to building LGBT equality within work and making us a LGBT inclusive organisation. The CCG has been explicit about our commitment to advancing LGBT equality and send a clear message to our staff, Governing Body members and any organisations that we commission services from that prejudice and discrimination towards LGBT staff is unacceptable.

8. You Said

The 2017/18 commissioning plan was presented and discussed at a PPG forum meeting and members welcomed the clarity given to the process of making decisions and plan for moving forward. 

We Did

The CCG has disseminated the plan to all PPGs (Including Healthwatch Camden and local community groups) via the patient newsletter and will present the 2018/19 plan at CPPEG for discussion and comment. 

What Difference did it make

The Patient Voice is maintained through the commissioning cycle with elected patients representatives involved at all stages of the commissioning plan (representation on commissioning and procurement committees) who ensure that decisions are patient sighted, based on evidence and patients and the public have been engaged and consulted.

9. You Said

Deaf Blind London Day – Local deaf blind London contacted the CCG as they had national concerns about people with the condition becoming increasing isolated due to the challenges people endure and asked that we assist in connecting people to a wider network. 

We Did

We helped promote and inform local people who were deaf blind and their family, friends and carers of deaf blind day on Wednesday 17 June via active and reactive communications and engagement connecting to other networks within and outside the borough to reduce the risk of isolations improving people’s health and wellbeing. 

What Difference did it make

Local deaf blind people have been connected to wider networks to support both dead blind people and their family, friends and carers. 

10. You Said

PPG success stories and building effective PPGs – PPG members asked the CCG to support PPGs. 

We Did

The CCG continues to promote PPG success stories to inspire ideas for other PPGs showing the difference they can make.4 PPG success stories are promoted annually and presented at the 2 PPG forum meetings. 

What Difference did it make

PPG members regularly give positive feedback in relations to the success stories as it inspires other PPGs to do similar work. For example, a local PPG facilitated diabetes prevention and early identification clinics at a local Mosque which resulted in another PPG undertaking a similar project at another part of the borough. The forum meeting also gives people the opportunity to network and support each formally and informally in the role of being a PPG member


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