​Holding providers to account


We work closely with our local health and care service providers to ensure that patients and members of the public have opportunities to give feedback on current services and be involved in developments for the future.

In our contracts we set out requirements that services must meet in relation to communicating with and involving service users, the public and staff.  We use the standard NHS contract for all services we commission, other than primary care, which is covered by separate contracting arrangements.

The contract covers: 

  • involving individuals in decisions about their own care and treatment, providing them with information they can readily understand and responding to questions in a timely way
  • actively seeking feedback from service users and the public about the services they are using or have received; this includes using patient surveys and the Friends and Family Test
  • involving service users and the public when considering and implementing developments to services, and providing evidence when required of how they have done this and its impact

Our Quality Committee and Clinical Quality Review Group meetings monitor the on-going performance and progress of the services we commission. Our lead commissioners meet monthly with provider colleagues to talk about local services and work together to mitigate some of the challenges of involving diverse groups, acting on feedback and demonstrating to the CCG where people's views have had an impact.

People who live in Croydon also use services outside of Croydon, such as St Georges, the Princess Royal Hospital in Bromley and Kings College Hospital. The CCG liaise with the lead commissioners for these NHS services to ensure that their patients' feedback and the issues that matter to them are heard and acted on.

In the future, we are discussing with colleagues in our commissioning support team (NELCSU) how to bring a more consistent approach to the way that engagement is discussed at CQRG meetings across south west London. We aim to develop a set of 'engagement prompt' questions that can be used by chairs or other meeting participants, and hope to schedule regular involvement presentations across all providers. 

In addition to these formal mechanisms providers are regularly offered the opportunity to support the dissemination of CCG patient surveys and undertake joint patient experience work, e.g. Ear, Nose and Throat services and Muscular Skeletal Services.

Healthwatch Croydon is our most effective source of independent patient experience data and real time service information which supports the CCG in holding our providers to account. We have developed a very effective working relationship with Healthwatch Croydon through regular meetings between Dr Agnelo Fernandes, our Clinical Chair and Gordon Kay, Healthwatch Croydon Manager. The CCG have also begun to undertake joint public events, such as Meet the Changemakers. 

Please see below for examples of regular methods used to help hold providers to account:

Activity FrequencyMethod of ReportingPurpose 
Friends and Family Test Reported on monthly as part of contract meetingsDuring contract meetings and as specified in NHS England Guidance

Important indicator as part of provider contract meetings.

 

Support given to increase completion rate if required.

Service user surveys:

 

Children and young people's mental health survey

A&E winter
survey

 

Physiotherapy survey 

 

 

Annual



Annual

 

As required

 

 

Survey Monkey and focus groups

 

In person in the waiting room

In person in the waiting room

To map patient and carer experience of services to improve access and quality of services (if required).



To guide commissioners during service or pathway redesign and service development to ensure they meet the needs of patients and carers.

 

Key Performance Indicator in Planned Care contracts 

Evidence that the service engages with service users and feedback informs and shapes a continuous improvement programme for the service.

 

Service user feedback will be gathered through a variety a mechanisms including patient surveys, patient and public engagement groups and reflective practice sessions between CCG selected expert patient representatives and clinicians.

Quarterly for all Planned Care commissioned services Service continuously improves based on patient feedback
Healthwatch Croydon Quarterly One to One meetings with CCG Clinical Chair

Healthwatch Croydon capture patient experiences as part of their core services.

 

Regular meetings ensure that any trends emerging are identified and used to support service improvements.

 

We work closely with our local health and care service providers to ensure that patients and members of the public have opportunities to give feedback on current services and be involved in developments for the future.

Using our contracts

In our contracts we set out requirements that services must meet in relation to communicating with and involving service users, the public and staff.  We use the standard NHS contract for all services we commission, other than primary care, which is covered by separate contracting arrangements.

The contract covers: 

  • involving individuals in decisions about their own care and treatment, providing them with information they can readily understand and responding to questions in a timely way
  • actively seeking feedback from service users and the public about the services they are using or have received; this includes using patient surveys and the Friends and Family Test
  • involving service users and the public when considering and implementing developments to services, and providing evidence when required of how they have done this and its impact

We use our monthly Clinical Quality Review Group meetings to monitor performance and progress and to engage in active and friendly discussion with our provider colleagues about some of the challenges of involving diverse groups, acting on feedback and demonstrating where people's views have had an impact.

For the future, we are discussing with colleagues in our commissioning support team (NELCSU) how to bring a more consistent approach to the way that engagement is discussed at CQRG meetings across south west London. We aim to develop a set of 'engagement prompt' questions that can be used by chairs or other meeting participants, and hope to schedule regular involvement presentations across all providers.

Quality accounts

NHS Trusts produce an annual Quality Account, which has some information on work they have done to listen to and improve the experience of their patients and the public. You can see them on the Trusts' websites:

Croydon Health Services (including Croydon University Hospital)

South London and Maudsley NHS Mental Health Trust

How you can give feedback or get involved with your local hospital, community health service or mental health service

Click here for Croydon Health Services

Click here for South London and Maudsley NHS Mental Health Trust

Click here to contact NHS Croydon CCG