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Provider engagement

How we hold providers to account

NHS Hammersmith and Fulham CCG regularly reviews and monitors our local NHS Trusts’ performance around patient experience through monthly Clinical Quality Review Group meetings. Lay members from the CCG attend these meetings to ensure that patient voices are heard when we assess the quality of the services we commission. Lay members also chair and attend the CCG’s Patient Reference Group, so are able to relay wider patient feedback and liaise between the groups.

We use these meetings to monitor and assess patient experience by reviewing complaints, Friends and Family Test responses, comments on NHS Choices and national patient survey results. We also review any action plans that the Trusts have put in place to address areas of poor performance or poor experience.

Sometimes the CCG will conduct insight visits if we get an indication that a service is not performing at the standard that it should be. Patient representatives are invited to carry out these visits with us and are involved in making recommendations to providers on how services can improve. Re-visits are usually undertaken around 12 months after the initial service visit to ensure recommendations have been embedded into routine practice. Insight visits can also be carried out by Healthwatch CWL. These visits are called Enter and View visits.

Where trends or serious risks are identified as a result of a patient concern, additional meetings are held with the provider in order to flag the issues and request remedial actions.  Quarterly reports on complaints, GP Alerts and Insight Visits are regularly presented at the CCG’s Quality & Performance Committee which has a lay member and Healthwatch CWL representative.

Our commissioners hold regular contract monitoring meetings with our providers to ensure they are fulfilling their contractual obligations of delivering high quality health services to local people. These contract meetings can also include patient representatives such as the contract with our Out of Hours GP service.

Our main acute provider, Imperial College Healthcare NHS Trust, has been leading some excellent award-winning community engagement projects such as 'Connecting Care for Children'. Read their quality and patient experience reports below:

Annual Patient Equality and Diversity Report
Quality Account 2017/18
Patient and Public Involvement Strategy
2017-18 Complaints Annual Report
Patient Experience Report Q2

View our main community provider, Central London Community Healthcare NHS Trust's, Quality Strategy below:

Quality Strategy 2017-20