Evaluating our engagement
In 2018, our Patient Reference Group and Healthwatch CWL told us that one of the key areas where we needed to improve was how we fed back to people on what we had done with their feedback.
We took this very seriously, and over the course of 2018-19 we have done the following:
- Started reports every three months which show what we have done with the feedback local people have shared, and discussing these reports with our Patient Reference Group and wider stakeholders for comment before taking them to our Governing Body.
- Created a You Said We Did page on our website.
- Directed people to the reports and You Said We Did page via Twitter (see images).
- Made You Said We Did documents available in hard copy at our Annual General
- Meeting and a range of our local outreach events in the community.
- Making better use of our GP Numed screens for advertising engagement.
- Setting up follow up meetings to inform local community groups of what we did with the feedback they gave us at earlier outreach events e.g. letting Mosaic LGBT Youth Centre that we were going to roll out the “Pride in Practice” initiative.
- Obtaining consent from workshop and public meeting attendees to contact them with write ups of what we have done with their feedback – such as this summary report around the Employment and Well-being Service.
- Creating write ups reflecting on what worked well and what could work better for next time, such as this piece completed following our equalities and integrated care engagement.
- We regularly engage with our Patient Reference Group and with a diverse range of community groups (via our outreach activity – you can read examples of feedback gathered at community events here) to ask how we could engage more effectively. All our communications and engagement strategies and approaches are informed by this feedback. For example:
- Local residents fed back that they did not know what was available to them locally. We ran a campaign with the Queens Park Rangers Football Club (QPR FC) and West London Health Partnership with football players and GPs starring in videos, to signpost people more effectively. The campaign was co-designed with a patient representative and representatives from Healthwatch CWL. You can watch the videos from the campaign on the QPR FC website, if you are registered, or via their social media channels:
- We held a series of engagement events and community outreach between August 2018 and January 2019 to ask local people how they thought we should engage around primary and urgent care, and what kinds of questions we should ask. Their and Healthwatch CWL Local Committee’s feedback helped to shape our approaches.
- To ensure the voice of people with diabetes, carers and members of the local community are embedded within the work of the NW London Diabetes Transformation Programme a group called the Partners in Diabetes (PiD) was set up. The group chose their own name and coproduced with commissioning leads approaches towards engagement. There have been monthly meetings of the PiD since August 2018 to provide feedback and comment on different parts of the transformation programme, as well as recruiting members of the PiD to be involved further in steering groups across the different programme works treams. Half the agenda is also chosen by PiD members to highlight some of the work going on locally and nationally to support people with diabetes.