Holding providers to account

As a CCG (Clinical Commissioning Group), we are responsible for working with health and social care partners to plan and ‘buy’ healthcare for the local population. These services include:

  • Hospital services, for example, accident and emergency, maternity, outpatients, cancer, day surgery and stroke.
  • Mental health services
  • GP services
  • Community services
  • Some voluntary community sector services

There are individual organisations that provide these services across Havering and include:

  • Our 43 GP practices
  • Barking, Havering and Redbridge University Hospitals NHS Trust (BHRUT) – hospital
  • Barts Health NHS Trust - hospital
  • NHS North East London Foundation Trust (NELFT) – mental health and community services

The London Borough of Barking and Dagenham is responsible for social care services and public health.

We find out what engagement work is happening across the different organisations and we work together as much as possible and share findings where appropriate. We also make sure we use the feedback gathered as part of future engagement work and to make improvements. If this can’t be done for any reason we will also feed this back and explain why.

How we hold providers to account

When providers want to make a change to a service, they should let the commissioners know. We then ask about their plans to involve patients in their changes and either get involved as commissioners where appropriate, or ask to see the engagement work and findings before any decisions are made. 

Our Quality and Safeguarding Team will be informed of any changes through Clinical Quality Review Meetings (CQRM) with providers. We work closely with them to make sure the CCG is asking the right questions, focusing most on those people who will find it hardest to access our services, making sure this feedback is used to improve the service or outcome.

For other locally provided services such as nursing homes, BHR CCGs chair a local Quality Surveillance Group Meeting (QSG) where we discuss quality and safeguarding concerns. The membership of the QSG is made up of Local Authority quality and safeguarding teams, Care Quality Commission (CQC) Healthwatch and CCG safeguarding colleagues.

Here are some recent examples of when we’ve held providers to account:

  • Closure of a GP surgery due to retirement of the practice’s only GP. The CGG worked with the practice to try and find alternative options, but was not able to do so within the timeframe, and then supported the practice to communicate and engage with their patients and support them to register at an alternative GP practice of their choice.
  • Relocation of two GP practices to temporary accommodation while a new building is secured – the CCG worked with the practices to inform their patients of the temporary move and support any patients who wished to re-register at a different practice.
  • An NHS provider consulting on moving a service – advice given on length of consultation period and who is made aware of consultations, for example, ensuring patients, scrutiny members and Healthwatch organisations are informed accordingly.

An overview of our process

Patient engagement forums 

We meet regularly with our Havering Patient Engagement Forum (PEF) and the Joint PEF which also includes Redbridge and Barking and Dagenham patients. 

The members are involved in discussions about new services, proposed changes and local issues and asked for feedback or given information that they can share with the patient participation groups at their practices. 

More information about the PEFs can be found on the ‘Get involved’ page

Work with GP practices 

Our 43 GP practices are contractually required to have a Patient Participation Group (PPG) which is a group of volunteer patients who act as a ‘critical friend’ to the practice. The practice is required to regularly communicate with them to talk about changes and improvements within the practice. 

The CCG is investing in a project to create some principles in how the primary care networks involve patients in what they do. 

Quality team meetings with providers 

Our quality team has regular meetings with all of our providers. These are called Clinical Quality Review Meetings (CQRM). 

The meetings are part of a process to assure the CCG that commissioned services provide high quality, clinically effective and safe patient care. 

The meetings also provide the opportunity for us as commissioners to raise any issues or concerns that come up via our engagement work or service user feedback that we collect. 

North east London engagement group 

We meet every six weeks with our north east London CCG engagement colleagues who represent the boroughs in the East London Health and Care Partnership. At this meeting, we are planning engagement work in response to the NHS Long Term Plan and discuss how we engage with our local populations, sharing knowledge and best practice. 

More information about how members of the public can get involved in the work that we do can be found on the ‘Get involved’ page.

Feedback prompts action

Community urgent treatment centres

Community urgent care treatment centre engagement feedback loop

The CCGs also committed to engage with local people to ask how they could improve services and the naming and descriptions of the local urgent care services to support residents to choose wisely. They also worked with three local Healthwatch organisations to carry out further research to help inform the way that they should communicate the new community urgent treatment centres with local people and stakeholders. Feedback has been incorporated into the Communications and Engagement Plans to support the launch of the new services.

Page last updated 04 March 2020