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Patient and Public Engagement Strategy
2014-17
Summary Guy’s and St Thomas’ NHS Foundation Trust has produced a Patient and Public Engagement Strategy for the years 2014-17. The strategy sets out how the Trust will achieve its objective to strengthen patient and public engagement across the organisation. This is the final version of the strategy and includes an implementation plan with actions and responsible leads.
Document detail
Document type Trust Strategy Version 1.0 Effective from 1 July 2014 Review date 1 April 2017 Owner Jackie Parrott Director of Strategy Authors Patient and Public Engagement Manager
Patient and Public Engagement Specialist Approved by, date Board of Directors, 25 June 2014 Superseded documents GSTT Patient and Public Involvement
Strategy, 2008 Related documents Putting patients first: a policy for
involvement and consultation, 2010 Relevant external law, regulation, standards NHS Constitution, 2009
Francis Report, 2013 Keogh Review, 2013 Transforming Participation in Health and Care, NHS England, September 2013.
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Patient and Public Engagement Strategy 2014-17
1.0 Introduction and background
1.1 Recent reports about NHS care, in particular the Francis Inquiry, have made a call for real
patient and public involvement in all that is done and a cultural change across the NHS to ensure greater openness, transparency and a duty of candour to patients. The Keogh Review established a number of ambitions and most pertinent to this strategy is ambition 3, which calls for patients to be equal partners in the design and assessment of NHS services, with the patient voice being central to those who plan, run and regulate hospitals.
1.2 The Trust has a statutory duty to involve patients and the public in its work, but our
commitment goes beyond this duty. ‘Put patients first’, is the first of the Trust’s five values. We believe there are many ways in which we can and do put this value into practice – from how we involve patients and carers in decisions about care to how we work together with patients and the wider community in developing and planning our services. However, we know there is still more we can do to ensure the voices of patients, carers and public stakeholders are at the centre of our everyday business.
1.3 The duty to involve patients in the development of services and in their individual care and treatment is also central to the NHS Constitution, which describes the rights of patients and public to the provision of NHS services.
1.4 A key Trust objective 2014-15 is to strengthen patient and public engagement across the
organisation and this strategy describes a wide range of activities we will undertake to achieve this. It builds on existing good practice and is intended to develop new ways of working, to ensure the patient voice is at the heart of all that we do: from the recruitment, education and training of our workforce, to being the driving force of service design and delivery, and to planning and assessing the care we provide. We want our strategy to go beyond being a framework for how we receive and act upon feedback, because we believe the voice of patients should be ever-present, in all parts of our organisation.
1.5 This strategy has been developed by the Patient and Public Engagement Team together with
staff, patient and public governors, local Healthwatch bodies and voluntary community sector stakeholders in Lambeth and Southwark. The Trust looks forward to their continued support as we implement what we believe is an ambitious strategy.
1.6 This document describes:
• Who our strategy is for and the departments and services it applies to • The framework for our strategy • Our aims - what we want to achieve through our strategy • Our objectives – what we will do to achieve our aims • A three-year implementation plan, including success criteria • How we will resource and monitor the implementation of the strategy
2
2.0 How the views of patient-public stakeholders have informed the development of the strategy
2.1 Our patient-public stakeholders have been involved since the start of the strategy development process. Over 20 representatives from community and voluntary sector organisations attended a workshop in December 2013, and Healthwatch Southwark and Healthwatch Lambeth were members of a working group along with staff and Governors which helped develop the implementation plan in Annex A.
2.2 In April 2014, Healthwatch Lambeth and Healthwatch Southwark held a joint public meeting to gather the views of their members on how the Trust could more effectively engage patients and the public. At the meeting, their members expressed support for the Trust’s ambition to make patient and public engagement part of everyday business, however two key points frequently raised were:
• The Trust needs to publicise more widely how it is listening to patients and demonstrate how it acts to make changes. This will help build momentum around getting involved as a worthwhile activity
• Local community groups have a valuable role to play in helping the Trust reach seldom heard patient groups, and building links with them can provide ‘soft intelligence’ and early warnings about where patients have concerns about care or services.
3.0 Who is our strategy for and who does it apply to? 3.1 The scope and framework of this overarching strategy encompasses all acute hospital and
community services for adults and children. It includes many departments whose roles may not be patient-facing, for example workforce and education, as well as all those which have direct contact with patients and visitors, for example clinical services providing care and treatment and services such as portering and telephony.
3.2 We recognise that children’s services will require a different approach to implementing the strategy and we have started work with the Evelina London Children’s Directorate to develop a bespoke action plan.
3.3 The diagram below reflects the broad range of patient and public stakeholder groups to whom this strategy applies. This is not intended as an exhaustive list and the extent to which the different stakeholder groups are involved often depends on the issue being addressed.
3.4 At the very centre of our strategy are our patients, their families and carers. It is their individual and collective experiences and knowledge of care and services that should influence the way we design, deliver and assess the quality of the care and services we provide.
3.5 For the purposes of this strategy, patients and public stakeholders are identified as service users and other stakeholders who have an interest in the services we provide. They may not necessarily be direct or current service users, but may have knowledge about and be able to reflect the experiences of patients.
3
4.0 The framework for our strategy 4.1 It is important to distinguish what we mean by the terms patient experience and patient
and public engagement (or involvement). The term ‘patient experience’ is used to describe a patient’s or carer’s personal knowledge of the quality of care and services they receive. We use different methods of collecting continuous feedback to monitor the quality of care and services and act upon this feedback to improve services.
4.2 The term patient and public engagement (or involvement) is a process of working
together with patients, carers and other stakeholders (e.g. relatives, carers of patients, advocates and governors) to design and develop services and the Trusts future plans.
4.3 The strategy has been shaped around a framework, shown below. In the left-hand column
are the four broad areas of Trust activity in which the patient and public voice needs to be present.
4.4 The top row of the diagram is the ‘involvement continuum’, which describes the type or
intensity of patient and public engagement activity. The markers indicate our position as a Trust now. We aspire to achieve Keogh Ambition 3, with patient and public stakeholders being co-designers and equal partners in our work, with engagement becoming part of everyday business. However, it is important to recognise that involvement should be tailored to the activity, so we will use different parts of the continuum. A small number of activities to date, such as the Cancer Centre, reflect a co-design approach to service development.
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5.0 Our aims: what we want to achieve through our strategy 5.1 This strategy has five aims, four of which incorporate the areas of Trust activity outlined in
the framework. The fifth aim is our statutory and regulatory obligations that we must continue to fulfil. The activities of this strategy will enable the Trust to meet its obligations and reach beyond these duties.
1. Involvement in individual care and treatment
Patients will feel supported by the full range of Trust services. Services will involve patients and carers in decisions about their care at all stages of the patient journey, whether in our hospitals or services and facilities in the community and patients’ homes, and the Trust will actively encourage feedback on how all services perform.
2. Service delivery, development and transformation The Trust will actively seek the views and involvement of patients, their carers, our Foundation Trust members and the wider community in the design and delivery of all services. Their views will play a central role in monitoring and driving improvements in the quality, safety and efficiency of our services.
3. Strategy Patients, our Governors, Foundation Trust members, the local community and our stakeholders will have a greater opportunity to inform the development of Trust planning and strategic development.
4. Assurance The Trust Board of Directors and our Council of Governors will actively seek demonstrable evidence that Trust services are listening to, learning from and acting upon the views of patients, carers and stakeholders regarding the design, quality, safety and efficiency of the care and services we provide.
5. Meeting our statutory and regulatory obligations
The Trust will continue to meet its statutory and regulatory obligations in respect to:- • the involvement of patients and the public, under section 242 (duty to involve)
of the National Health Service Act 2006 (as amended by the Health and Social Care Act 2012);
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• Healthwatch and; • Local authorities’ health overview and scrutiny committees
6.0 Our objectives: what we will do to achieve our aims 6.1 The table below summarises our objectives, which we will deliver over the lifetime of this
three year strategy. A more detailed three-year implementation plan can be found at the back of this strategy document.
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7
8
9
10
11
7.0 Who is responsible for putting our strategy into action and how will we report our
progress? 7.1 Everyone is responsible for patient and public involvement across the Trust and staff will have
wide and varying roles in supporting the implementation of this strategy. However, there are a number of key roles whose contributions are pivotal to the successful implementation of this strategy.
7.2 The implementation plan in Annex A identifies named leads but implementation will also involve directorate management teams and will be tracked through the Performance Review framework. Their progress will be reported biannually to the Patient and Public Engagement team and reported to the Board.
7.3 The Trust Patient and Public Engagement Manager will provide support and advice, where required, to implement activities of the named leads. They will also provide biannual progress reports.
7.4 Patient and public engagement must be part of everyday business and it is anticipated that implementation of this strategy will be supported by relevant teams within existing resources and project budgets. However, we recognise that this is a growing agenda and resource requirements will need to be considered as part of the Trust’s annual planning cycle.
7.5 The 3-year implementation plan is attached in Annex A, denoting those actions that
commence in each year. Some actions form part of existing programmes of work and are already ongoing. An annual implementation plan will be approved by the Board of Directors and Trust Management Executive each year. Progress will be monitored through regular reports as follows:-
• Biannual report to the Board of Directors and Council of Governors • Biannual report to Trust Management Executive
7.6 The full strategy will be reviewed and updated every three years.
Andrea Carney Trust Patient and Public Engagement Manager
Jamie Keddie
Patient and Public Engagement Specialist
12
An
nex
A
P
atie
nt
and
Pu
blic
En
gag
emen
t S
trat
egy
2014
– 2
017
Imp
lem
enta
tio
n P
lan
Yea
rs 1
to
3
Aim
: In
volv
emen
t o
f p
atie
nts
, th
eir
fam
ilies
an
d c
arer
s in
ind
ivid
ual
car
e
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s 1
2 3
Ob
ject
ive
1: L
iste
nin
g t
o o
ur
pat
ien
ts –
imp
lem
ent
Tru
st F
ran
cis
ple
dg
es in
clu
din
g in
volv
ing
pat
ien
ts a
nd
car
ers
in d
ecis
ion
-mak
ing
ab
ou
t th
eir
care
fro
m a
dm
issi
on
to
dis
char
ge
a) C
ontin
ue to
del
iver
Tru
st F
ranc
is p
ledg
es, i
nclu
ding
: •
Our
com
mitm
ent t
o en
surin
g th
e fu
ndam
enta
ls o
f car
e (p
ain
man
agem
ent,
clea
n en
viro
nmen
t, pr
otec
tion
from
ab
use)
•
Hou
rly c
omfo
rt r
ound
s to
ens
ure
patie
nts
need
s an
d co
ncer
ns a
re r
egul
arly
iden
tifie
d an
d ad
dres
sed
•
Clin
ical
ser
vice
s to
rev
iew
how
they
incl
ude
patie
nts
and
care
rs in
dec
isio
n m
akin
g •
Con
tinue
to s
uppo
rt ‘S
AG
E &
TH
YM
E’ t
rain
ing
to e
nsur
e st
aff a
re w
ell e
quip
ped
to s
uppo
rt a
nd in
volv
e pa
tient
s w
ho a
re in
dis
tres
s •
Con
tinue
to d
evel
op p
ilot o
f ‘M
akin
g G
ood
Dec
isio
ns in
C
olla
bora
tion’
(M
aGiC
) to
impr
ove
shar
ed d
ecis
ion
mak
ing
in c
are,
bet
wee
n cl
inic
ians
, pat
ient
s an
d ca
rers
.
Impr
oved
/ co
nsis
tent
nat
iona
l and
lo
cal i
npat
ient
sur
vey
resu
lts
Doc
umen
ted
in p
atie
nt n
otes
E
vide
nce
of d
irect
orat
e ac
tiviti
es
Tra
inin
g de
liver
ed
MA
GIC
pilo
t com
plet
ed
K
atri
na
Co
on
ey
Fra
ncis
P
ledg
es,
NH
S
Con
stitu
tion
b) D
irect
orat
es w
here
rel
evan
t will
iden
tify
oppo
rtun
ities
to
exte
nd th
e us
e of
tool
s su
ch a
s pa
tient
pas
spor
ts, a
cros
s sp
ecia
lties
that
car
e fo
r pa
tient
s w
ho h
ave
long
-ter
m
cond
ition
s an
d le
arni
ng d
isab
ilitie
s
Evi
denc
e of
dire
ctor
ate
activ
ities
Car
olin
e S
pen
cer
c) C
ontin
ue to
dev
elop
and
impl
emen
t cha
nges
to c
are
plan
ning
/ pa
tient
s as
sess
men
t of n
eed
to e
nsur
e pa
tient
s ar
e m
ore
activ
ely
invo
lved
and
info
rmed
abo
ut th
eir
jour
ney
of c
are
Car
e pl
anni
ng to
ol /
proc
ess
deve
lope
d an
d ro
lled
out
Kat
rin
a C
oo
ney
d) C
ontin
ue to
dev
elop
a s
chem
e fo
r ca
rers
of p
atie
nts
with
de
men
tia, i
nclu
ding
ong
oing
impl
emen
tatio
n of
a c
arer
qu
estio
nnai
re to
und
erst
and
thei
r ne
eds
and
the
patie
nt’s
ne
eds.
Res
ults
of c
arer
s qu
estio
nnai
re
repo
rted
and
evi
denc
e of
act
ions
in
resp
onse
Deb
bie
P
arke
r
13
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 2:
Lis
ten
ing
to
ou
r p
atie
nts
– im
ple
men
t th
e ‘D
uty
of
Can
do
ur’
an
d e
nsu
re t
he
voic
e o
f p
atie
nts
, th
eir
fam
ilies
an
d c
arer
s in
form
co
nti
nu
ou
s im
pro
vem
ent
to t
he
qu
alit
y an
d s
afet
y o
f p
atie
nt
care
a)
Inv
olve
pat
ient
s an
d th
eir
fam
ilies
in th
e de
velo
pmen
t of a
us
er-f
riend
ly R
oot C
ause
Ana
lysi
s, fo
llow
ing
case
s of
m
oder
ate
and
serio
us h
arm
and
invo
lve
patie
nts
and
fam
ilies
in e
valu
atin
g th
e re
vise
d pr
oces
s
Use
r fr
iend
ly R
CA
impl
emen
ted
and
case
stu
dies
pro
vidi
ng e
vide
nce
of
patie
nt, f
amily
and
car
er
invo
lvem
ent
Pat
rici
a S
nel
l D
uty
of
Can
dour
b) I
nvol
ve p
atie
nts,
thei
r fa
mili
es a
nd c
arer
s in
the
ongo
ing
revi
ew /
deve
lopm
ent o
f the
doc
tors
han
dove
r pr
oces
s P
atie
nt in
volv
emen
t act
iviti
es
unde
rtak
en a
nd d
ocum
ente
d
Mar
k K
inir
on
s
c) I
dent
ify o
ppor
tuni
ties
for
patie
nt &
pub
lic /
Gov
erno
r in
volv
emen
t in
key
Tru
st p
atie
nt s
afet
y fo
rum
s, e
.g.
med
icin
es s
afet
y fo
rum
, pat
ient
saf
ety
and
impr
ovem
ent
foru
m
Pat
ient
/ pu
blic
Gov
erno
r at
tend
ance
evi
denc
ed in
mee
ting
no
tes
/ min
utes
Pat
rici
a S
nel
l
Ob
ject
ive
3: In
volv
e p
atie
nts
, th
eir
care
rs a
nd
fam
ilies
in t
he
dev
elo
pm
ent,
del
iver
y an
d e
valu
atio
n o
f ed
uca
tio
n a
nd
tra
inin
g f
or
clin
ical
an
d n
on
-cl
inic
al s
taff
wh
ich
en
able
tea
ms
to c
on
tin
ue
pro
vid
e sa
fe, h
igh
qu
alit
y ca
re
a) E
xten
d in
volv
emen
t of ‘
patie
nt e
duca
tors
’ to
incl
ude
thei
r vi
ews
in th
e de
sign
, del
iver
y an
d ev
alua
tion
of e
duca
tion
and
trai
ning
Pat
ient
s in
volv
ed in
des
igni
ng,
deliv
erin
g an
d ev
alua
ting
trai
ning
an
d ne
w w
ays
for
them
to
part
icip
ate
A
man
da
Pri
ce
Edu
catio
n S
trat
egy
b) E
xpan
d In
volv
emen
t of p
atie
nts
in s
imul
atio
n tr
aini
ng
New
way
s fo
r pa
tient
s to
par
ticip
ate
in s
imul
atio
n tr
aini
ng
P
eter
Jay
e E
duca
tion
Str
ateg
y O
bje
ctiv
e 4:
Val
uin
g s
taff
- d
evel
op
way
s to
invo
lve
pat
ien
ts a
nd
car
ers
in s
taff
per
form
ance
ap
pra
isal
an
d r
eco
gn
ise
the
rela
tio
nsh
ip b
etw
een
st
aff
and
pat
ien
t ex
per
ien
ce
a) D
evel
op g
uida
nce
on w
ays
man
ager
s ca
n in
volv
e pa
tient
fe
edba
ck in
the
staf
f Per
form
ance
Dev
elop
men
t Rev
iew
(a
ppra
isal
) pr
oces
s us
ing
exis
ting
data
sou
rces
(e.
g.
surv
eys,
PA
LS)
Gui
danc
e in
clud
ed o
n eH
R p
ages
an
d in
PD
R h
andb
ook
Nat
alie
D
ixo
n
b) I
mpl
emen
t Sta
ff F
riend
s an
d F
amily
Tes
t and
dev
elop
ac
tions
for
impr
ovem
ent i
n re
spon
se to
sta
ff fe
edba
ck in
th
is a
nd a
nnua
l sta
ff su
rvey
Act
ion
plan
in r
espo
nse
to S
taff
Frie
nds
and
Fam
ily T
est r
esul
ts
shar
ed w
ith s
taff
H
end
rika
S
ante
r B
ream
c) C
AR
E a
war
ds a
nd S
IOH
rec
ogni
tion
sche
me
to r
ecog
nise
no
n-cl
inic
al s
taff’
s co
ntrib
utio
n to
pat
ient
car
e N
omin
atio
ns fo
r aw
ards
to n
on-
clin
ical
sta
ff in
crea
se
C
hie
f N
urs
e’s
Off
ice
14
Aim
: S
ervi
ce d
eliv
ery
and
dev
elo
pm
ent
A
ctio
ns
Su
cces
s cr
iter
ia
Tim
esca
le
Lea
d
Oth
er
stra
teg
ies
1 2
3 O
bje
ctiv
e 5:
Rec
ruit
sta
ff b
ased
on
ou
r va
lues
an
d b
ehav
iou
r an
d id
enti
fy w
ays
of
invo
lvin
g p
atie
nts
an
d c
arer
s in
th
e re
cru
itm
ent
pro
cess
fo
r re
leva
nt
role
s a)
Rev
iew
exi
stin
g re
crui
tmen
t pol
icy
to e
nabl
e in
volv
emen
t of
trai
ned
patie
nts
and
care
rs in
the
recr
uitm
ent p
roce
ss
for
rele
vant
pat
ient
and
non
-pat
ient
faci
ng r
oles
Pol
icy
revi
ew /
upda
ted
as
nece
ssar
y
H
ilary
A
nd
erso
n
b) U
sing
exi
stin
g pr
actic
e ex
ampl
es fr
om b
oth
with
in a
nd
outs
ide
the
Tru
st, p
riorit
ise
a va
riety
of r
oles
whe
re p
atie
nt
invo
lvem
ent i
n re
crui
tmen
t is
appr
opria
te a
nd p
rodu
ce
guid
ance
for
recr
uitin
g m
anag
ers
Pra
ctic
e ex
ampl
es id
entif
ied
c) E
xplo
re a
nd d
evel
op d
iffer
ent w
ays
in w
hich
dep
artm
ents
m
ight
invo
lve
patie
nts
in th
e re
crui
tmen
t pro
cess
, fro
m
deve
lopm
ent o
f Job
Des
crip
tions
to in
terv
iew
pan
els,
via
a
pool
of t
rain
ed r
epre
sent
ativ
es
Exa
mpl
es a
nd im
pact
of p
atie
nt
invo
lvem
ent i
n re
crui
tmen
t rep
orte
d as
par
t of s
trat
egy
impl
emen
tatio
n
d) D
evel
op a
trai
ning
pro
gram
me
for
patie
nts
invo
lved
in
recr
uitm
ent t
o en
sure
thei
r ro
le is
cle
arly
def
ined
and
co
mpl
ies
with
equ
aliti
es /
recr
uitm
ent l
egis
latio
n
Poo
l of t
rain
ed p
atie
nts
avai
labl
e to
re
crui
ting
man
ager
s
e) P
ilot t
oolk
it in
thre
e ar
eas,
e.g
. con
sulta
nts
(via
A
ppoi
ntm
ent A
dvis
ory
Com
mitt
ee),
nur
sing
, and
in
Ess
entia
Cor
e. R
elev
ant r
oles
to b
e ex
plor
ed a
nd
iden
tifie
d by
res
pect
ive
dire
ctor
ates
Lear
ning
from
pilo
t inf
orm
s re
finem
ent o
f too
lkit
and
roll
out t
o ot
her
role
s
Ob
ject
ive
6: V
alu
e an
d s
up
po
rt t
he
effe
ctiv
e en
gag
emen
t o
f o
ur
pat
ien
ts a
nd
pu
blic
sta
keh
old
ers
a) R
evie
w e
xist
ing
polic
ies
on u
ser
invo
lvem
ent a
nd
cons
ulta
tion
to e
nsur
e th
ey r
efle
ct la
test
bes
t pra
ctic
e,
incl
udin
g ef
fect
ive
ince
ntiv
e sc
hem
es
Invo
lvem
ent a
nd r
eim
burs
emen
t po
licie
s re
view
ed a
nd a
ppro
ved
A
nd
rea
Car
ney
b) I
ntro
duce
sch
eme
to fo
rmal
ly a
ckno
wle
dge
role
of p
atie
nts
and
publ
ic w
ho h
elp
impr
ove
Tru
st s
ervi
ces,
e.g
. thr
ough
le
tter
from
Cha
irman
Ack
now
ledg
emen
t sch
eme
inst
igat
ed
P
eter
A
llan
son
c) E
stab
lish
com
mun
icat
ions
pla
ns fo
r re
port
ing
upon
en
gage
men
t act
iviti
es th
roug
h ex
istin
g co
mm
unic
atio
n ch
anne
ls (
e.g.
Ann
ual P
ublic
Mee
ting,
The
GiS
T /
e-G
iST
, st
aff b
ulle
tin, d
igita
l med
ia)
to k
eep
part
icip
ants
up
to d
ate
on w
ays
to g
et in
volv
ed
Pla
n de
velo
ped
and
evid
ence
of
publ
icat
ion
Mat
t A
kid
15
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 7:
Lis
ten
to
ou
r p
atie
nts
to
imp
rove
th
eir
exp
erie
nce
- Im
pro
ve s
taff
un
der
stan
din
g o
f an
d r
esp
on
sive
nes
s to
pat
ien
t fe
edb
ack
rece
ived
th
rou
gh
su
rvey
s, P
AL
S a
nd
co
mp
lain
ts
a) T
hrou
gh g
uida
nce
in th
e P
PE
tool
kit,
supp
ort s
taff
/ di
rect
orat
es to
dev
elop
gre
ater
aw
aren
ess
of th
e ra
nge
of
sour
ces
of p
atie
nt fe
edba
ck to
ena
ble
mor
e ef
fect
ive
use
of p
atie
nt s
torie
s an
d ex
perie
nce
data
(e.
g. s
urve
ys, P
ALS
co
mpl
aint
s, d
igita
l med
ia)
Gui
danc
e de
velo
ped
and
adde
d to
to
olki
t
Deb
bie
P
arke
r F
ranc
is
Ple
dges
, N
HS
C
onst
itutio
n E
xper
t A
dvis
ory
Gro
up
b) C
ontin
ue to
em
bed
quar
terly
pat
ient
exp
erie
nce
repo
rtin
g
/ tem
plat
e in
the
Dire
ctor
ate
Per
form
ance
Rev
iew
pro
cess
P
atie
nt e
xper
ienc
e re
cord
ed in
te
mpl
ates
and
dis
cuss
ed in
D
irect
orat
e P
erfo
rman
ce R
evie
w
M
arty
n
Do
rey
c) R
epor
ting
on D
irect
orat
e ac
tion
plan
s re
gard
ing
patie
nt
expe
rienc
e, w
hich
dem
onst
rate
s ho
w th
e di
rect
orat
e ha
s ac
ted
upon
feed
back
and
invo
lved
pat
ient
s in
iden
tifyi
ng
actio
ns fo
r im
prov
emen
t
Evi
denc
e of
dire
ctor
ate
activ
ity
incl
uded
in b
iann
ual r
epor
ts
Mar
tyn
D
ore
y
d) C
ontin
ue to
pro
mot
e op
port
uniti
es fo
r pa
tient
s to
giv
e fe
edba
ck a
nd r
aise
con
cern
s or
mak
e co
mpl
aint
s, a
nd
thei
r rig
hts
unde
r th
e N
HS
Con
stitu
tion
Ran
ge o
f fee
dbac
k m
echa
nism
s pu
blic
ised
acr
oss
inpa
tient
, ou
tpat
ient
are
as a
nd a
cros
s co
mm
unity
ser
vice
s, in
clud
ing
furt
her
rollo
ut o
f Frie
nds
& F
amily
T
est
Deb
bie
P
arke
r C
lwyd
&
Har
t R
evie
w
e) E
xten
d ne
ar-t
ime
patie
nt fe
edba
ck to
add
ition
al
com
mun
ity s
ervi
ces
Nea
r-tim
e fe
edba
ck im
plem
ente
d in
ad
ditio
nal c
omm
unity
ser
vice
s an
d re
spon
ses
from
com
mun
ity p
atie
nts
incr
ease
d.
Deb
bie
P
arke
r
f)
Res
pond
to p
atie
nt fe
edba
ck r
ecei
ved
thro
ugh
loca
l H
ealth
wat
ch a
nd d
igita
l med
ia; r
epor
t on
data
and
iden
tify
impr
ovem
ents
bas
ed o
n fe
edba
ck
Evi
denc
e of
Tru
st r
espo
nses
and
ac
tivity
rep
orte
d th
roug
h P
atie
nt
Exp
erie
nce
and
Qua
lity
repo
rts
D
ebb
ie
Par
ker
Fra
ncis
P
ledg
es
g) B
oard
of D
irect
ors
to d
evel
op fu
rthe
r an
d bu
ild o
n th
e pi
lot
prog
ram
me
of li
sten
ing
to p
atie
nts
and
staf
f P
ilot c
ompl
eted
and
rol
led
out
E
ileen
Sill
s F
ranc
is
Ple
dges
h)
Pub
lish
on o
ur w
ebsi
te s
erie
s of
pat
ient
sto
ries
show
ing
for
each
wha
t we
hear
d, le
arnt
and
the
actio
n w
e to
ok in
re
spon
se
Pat
ient
sto
ries
publ
ishe
d on
web
site
Deb
bie
P
arke
r
16
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 8:
Bu
ild c
apac
ity
for
pat
ien
t an
d p
ub
lic e
ng
agem
ent
– d
evel
op
a r
ang
e o
f m
ater
ials
/ re
sou
rces
to
en
able
sta
ff /
dir
ecto
rate
s to
invo
lve
pat
ien
ts, t
hei
r fa
mili
es a
nd
car
ers
in t
he
on
go
ing
del
iver
y an
d im
pro
vem
ent
of
serv
ices
a)
Rev
iew
con
tent
of m
anag
ers’
indu
ctio
n to
ens
ure
PP
E
and
Pat
ient
Exp
erie
nce
are
incl
uded
in k
ey T
rust
m
essa
ges
Sec
tions
on
PP
E a
nd p
atie
nt
expe
rienc
e in
clud
ed w
here
rel
evan
t in
indu
ctio
n se
ssio
ns
R
ob
Go
dfr
ey
b) U
nder
take
lear
ning
and
dev
elop
men
t nee
ds a
naly
sis
to
unde
rsta
nd s
taff
/ Tru
st P
PE
lear
ning
nee
ds
Nee
ds a
naly
sis
com
plet
e
A
man
da
Pri
ce
c) D
evel
op a
ran
ge o
f PP
E s
kills
cou
rses
to s
uppo
rt s
taff
to
deve
lop
conf
iden
ce to
invo
lve
patie
nts,
thei
r fa
mili
es a
nd
care
rs in
thei
r w
ork
and
expl
ore
oppo
rtun
ity to
dev
elop
re
cogn
ised
CP
D s
chem
e
Cou
rses
dev
elop
ed a
nd d
eliv
ered
w
ith p
ositi
ve fe
edba
ck
An
dre
a C
arn
ey
d) D
evel
op s
taff
role
of
‘eng
agem
ent c
ham
pion
s’ in
clin
ical
ar
eas
(e.g
. thr
ough
dig
nity
am
bass
ador
s) w
ho c
an
prov
ide
peer
sup
port
and
adv
ice
on e
ngag
ing
patie
nts
and
care
rs
Rol
e de
scrip
tion
agre
ed, c
ham
pion
s tr
aine
d an
d pr
ovid
e pe
er s
uppo
rt
Deb
bie
P
arke
r F
ranc
is
Ple
dges
e) C
ontin
ue to
sup
port
a P
atie
nt E
ngag
emen
t Pee
r N
etw
ork
and
deve
lop
a po
ol o
f Tru
st s
taff
/ eng
agem
ent
cham
pion
s w
ith P
PE
ski
lls a
nd p
roje
ct m
ento
ring
oppo
rtun
ities
Net
wor
k m
eetin
gs u
nder
take
n,
data
base
of P
PE
ski
lls c
ham
pion
s,
Evi
denc
e of
pro
ject
men
torin
g
An
dre
a C
arn
ey
Ob
ject
ive
9: S
up
po
rt d
irec
tora
tes
(clin
ical
an
d n
on
-clin
ical
) an
d a
ll th
ose
dep
artm
ents
pro
vid
ing
pat
ien
t-fa
cin
g s
ervi
ces
to d
evel
op
a c
on
sist
ent
and
str
ateg
ic a
pp
roac
h t
o e
ng
agin
g, l
iste
nin
g a
nd
res
po
nd
ing
to
th
e vi
ews
of
pat
ien
ts a
nd
oth
er p
ub
lic s
take
ho
lder
s a)
Rev
iew
and
upd
ate
exis
ting
invo
lvem
ent a
nd c
onsu
ltatio
n po
licy
Pol
icy
revi
ewed
and
app
rove
d
An
dre
a C
arn
ey
b) P
rovi
de g
uida
nce
rega
rdin
g de
part
men
ts r
espo
nsib
ilitie
s fo
r en
gagi
ng s
crut
iny
com
mitt
ees,
Hea
lthw
atch
and
pa
tient
-pub
lic s
take
hold
ers
Gui
danc
e di
ssem
inat
ed
Ju
lie G
iffo
rd
c) I
n th
e an
nual
bus
ines
s pl
anni
ng c
ycle
, dire
ctor
ates
to
indi
cate
pla
ns fo
r se
rvic
e de
velo
pmen
t tha
t req
uire
pat
ient
in
volv
emen
t and
mon
itor
this
thro
ugh
Dire
ctor
ate
Per
form
ance
Rev
iew
fram
ewor
k (D
PR
Ms)
and
thro
ugh
a w
ider
Tru
st p
atie
nt a
nd p
ublic
eng
agem
ent a
ctiv
ity p
lan
that
can
be
shar
ed a
cros
s di
rect
orat
es
Bus
ines
s pl
ans
high
light
prio
ritie
s fo
r pa
tient
invo
lvem
ent
Evi
denc
e of
mon
itorin
g th
roug
h D
PR
Ms
PP
E a
ctiv
ity p
lan
shar
ed w
ith
dire
ctor
ates
Mar
tyn
Do
rey
17
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 10
: E
nsu
re t
he
voic
es o
f se
ldo
m h
eard
gro
up
s, w
hic
h m
ay in
clu
de
old
er p
eop
le, y
ou
ng
ad
ult
s (1
8-25
) am
on
g o
ther
gro
up
s, i
nfl
uen
ce
the
des
ign
an
d d
eliv
ery
of
Tru
st s
ervi
ces
a)
Rev
ise
proc
esse
s fo
r pl
anni
ng p
atie
nt a
nd p
ublic
en
gage
men
t to
incl
ude
equa
litie
s im
pact
ass
essm
ent
(EIA
) an
d st
akeh
olde
r m
appi
ng
Gui
danc
e de
velo
ped
and
diss
emin
ated
Sta
ynto
n
Bro
wn
Le
arni
ng
Dis
abili
ties
stra
tegy
b)
Dev
elop
an
EIA
info
rmat
ion
tool
whi
ch in
clud
es
info
rmat
ion
abou
t the
pop
ulat
ions
ser
ved
by th
e T
rust
E
IA in
form
atio
n to
ol p
rodu
ced
and
diss
emin
ated
E
vide
nce
of E
IAs
bein
g co
mpl
eted
as
nec
essa
ry
S
tayn
ton
B
row
n
c) M
etho
ds to
rea
ch s
eldo
m h
eard
gro
ups
are
incl
uded
in
futu
re P
PE
tool
s (s
ee a
lso
Obj
ectiv
e 7)
G
uida
nce
incl
uded
in P
PE
Too
lkit
A
nd
rea
Car
ney
Ob
ject
ive
11:
Invo
lve
pat
ien
ts a
nd
th
e p
ub
lic in
all
asp
ects
of
rese
arch
co
nd
uct
ed a
t G
ST
T
a) D
evel
op a
BR
C r
esea
rch
stra
tegy
info
rmed
by
a st
andi
ng
patie
nt g
roup
that
mee
ts r
egul
arly
S
trat
egy
com
plet
ed w
ith p
atie
nt
grou
p’s
inpu
t
Mar
c D
elo
n
b) D
eliv
er a
trai
ning
pro
gram
me
in P
PI f
or la
y pe
ople
and
for
rese
arch
ers
and
deve
lop
a po
ol o
f tra
ined
lay
peop
le to
he
lp d
eliv
er th
e pr
ogra
mm
e
Lay
peop
le tr
aine
d in
the
PP
I pr
ogra
mm
e an
d in
volv
ed in
its
deliv
ery.
Pos
itive
feed
back
on
trai
ning
c) C
ontin
ue to
set
up
and
expl
ore
met
hods
of e
valu
atio
n of
sp
ecia
lity
user
gro
ups
to h
elp
rese
arch
ers
gath
er la
y in
put f
or a
ll st
ages
of t
he r
esea
rch
cycl
e an
d to
find
po
tent
ial l
ay c
o-ap
plic
ants
in r
esea
rch
Mor
e cl
inic
al s
peci
ality
use
r gr
oups
es
tabl
ishe
d w
hich
con
trib
ute
to
rese
arch
d) T
rain
‘res
earc
h ch
ampi
ons’
– la
y pe
ople
who
brin
g th
e in
volv
emen
t opp
ortu
nitie
s of
res
earc
h at
GS
TT
into
the
com
mun
ity u
sing
a r
ange
of a
ppro
ache
s th
at th
ey w
ill
desi
gn to
eng
age
thei
r pe
er g
roup
effe
ctiv
ely
To
have
five
lay
rese
arch
ch
ampi
ons
by th
e en
d of
the
14/1
5 fin
anci
al y
ear
e) I
nfor
m o
ur lo
cal c
omm
unity
abo
ut th
e B
iom
edic
al
Res
earc
h C
entr
e’s
tran
slat
iona
l res
earc
h. D
isse
min
ate
our
PE
act
ivity
at l
ocal
and
nat
iona
l eve
nts
Loca
l com
mun
ities
and
indi
vidu
als
enga
ging
in s
cien
ce e
vent
s or
gani
sed
by th
e B
RC
. BR
C
repr
esen
tatio
n at
nat
iona
l eve
nts
for
diss
emin
atin
g P
E b
est p
ract
ice
18
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 12
: E
nsu
re t
he
view
s o
f p
atie
nts
an
d s
ervi
ce u
sers
info
rm t
he
dev
elo
pm
ent
and
del
iver
y o
f T
rust
tra
nsf
orm
atio
n a
nd
cap
ital
p
rog
ram
mes
(N
ote:
the
actio
ns r
elat
ing
to th
is o
bjec
tive
will
cha
nge
from
yea
r to
yea
r de
pend
ing
on T
rust
prio
ritie
s)
a) I
dent
ify o
ppor
tuni
ties
for
rele
vant
gro
ups
to w
ork
in
part
ners
hip
with
the
Tru
st to
influ
ence
tran
sfor
mat
ion
and
capi
tal p
rogr
amm
es, f
or e
xam
ple:
•
Can
cer
Cen
tre
and
Can
cer
Pro
gram
me,
•
Em
erge
ncy
Car
e P
athw
ay T
rans
form
atio
n P
rogr
amm
e
Use
r in
volv
emen
t act
iviti
es a
nd
impa
ct o
n se
rvic
e / c
hang
e de
mon
stra
ted
repo
rted
Sim
on
E
ccle
s, K
aren
H
eng
; C
ath
erin
e D
ale
Ob
ject
ive
13:
Mo
nit
or
and
rep
ort
on
pat
ien
t an
d p
ub
lic e
ng
agem
ent
acti
vity
rel
atin
g t
o la
rge
scal
e se
rvic
e im
pro
vem
ent,
tra
nsf
orm
atio
n a
nd
ca
pit
al d
evel
op
men
ts
a) I
dent
ify w
ays
to r
epor
t and
mon
itor
serv
ice
tran
sfor
mat
ion
and
capi
tal p
roje
cts
that
trig
ger
the
stat
utor
y ‘d
uty
to
invo
lve’
Com
plia
nce
with
dut
y to
invo
lve
repo
rted
and
mon
itore
d
An
dre
a C
arn
ey
b) S
uppo
rt d
irect
orat
es to
iden
tify
how
to in
volv
e pa
tient
s in
th
eir
actio
ns fr
om th
eir
clin
ical
str
ateg
ies
Dire
ctor
ates
’ act
ivity
rep
orte
d an
d m
onito
red
A
nd
rea
Car
ney
C
linic
al
stra
tegy
c)
Ens
ure
PP
E p
art o
f the
pro
cess
det
erm
inin
g th
e IP
B
proj
ect l
ife c
ycle
with
trig
ger
poin
ts a
nd r
epor
ting
stag
es
PP
E tr
igge
rs p
oint
s no
ted
in IP
B
proj
ect l
ife c
ycle
doc
umen
tatio
n
Joh
n G
lass
Ob
ject
ive
14:
Invo
lvin
g p
atie
nts
, car
ers,
Go
vern
ors
an
d F
ou
nd
atio
n T
rust
mem
ber
s an
d H
ealt
hwat
ch in
mo
nit
ori
ng
th
e q
ual
ity
of
pat
ien
t se
rvic
es
a) C
ontin
ue to
bui
ld o
n ex
istin
g C
all Q
ualit
y A
sses
sor
and
Mys
tery
Sho
ppin
g pr
ogra
mm
es, w
hich
mon
itor
‘firs
t co
ntac
t’ w
ith T
rust
ser
vice
s
CQ
A a
nd M
S p
rogr
amm
es fi
ndin
gs
used
to im
prov
e cu
stom
er s
ervi
ces
and
expa
nded
whe
re a
ppro
pria
te
A
nd
rea
Car
ney
, S
arah
Alle
n
b) D
evel
op a
poo
l of e
xper
ienc
ed P
LAC
E p
atie
nt a
sses
sors
, w
ho m
ay p
artic
ipat
e in
oth
er T
rust
car
e an
d se
rvic
e qu
ality
mon
itorin
g ac
tiviti
es s
uch
as S
afe
In O
ur H
ands
al
ongs
ide
gove
rnor
s
Pat
ient
ass
esso
rs p
artic
ipat
e in
ot
her
safe
ty a
nd q
ualit
y m
onito
ring
activ
ities
An
dre
a C
arn
ey
Fra
ncis
P
ledg
es
c) D
evel
op a
pat
ient
/ pu
blic
-led
foru
m to
sup
port
sta
ff /
depa
rtm
ents
to in
volv
e ou
r vo
lunt
eer
asse
ssor
s in
qua
lity
mon
itorin
g ac
tiviti
es a
nd id
entif
y ar
eas
for
impr
ovem
ent
For
um s
et u
p w
ith te
rms
of
refe
renc
e an
d m
eets
reg
ular
ly
A
nd
rea
Car
ney
F
ranc
is
Ple
dges
d) E
xplo
re a
nd id
entif
y a
rang
e of
opp
ortu
nitie
s fo
r go
vern
ors
to e
ngag
e w
ith lo
cal H
ealth
wat
ch a
nd o
ther
or
gani
satio
ns th
at r
epre
sent
the
need
s of
our
pat
ient
gr
oups
Gov
erno
rs b
uild
link
s an
d en
gage
w
ith l
ocal
HW
/ pu
blic
sta
keho
lder
s
Pet
er
Alla
nso
n
19
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
by
Yea
r L
ead
O
ther
st
rate
gie
s O
bje
ctiv
e 15
: D
evel
op
a s
trat
egic
ap
pro
ach
to
pat
ien
t an
d p
ub
lic e
ng
agem
ent
acro
ss lo
cal h
ealt
h a
nd
car
e p
artn
ers
a)
Dev
elop
a s
hare
d pr
otoc
ol /
patie
nt a
nd p
ublic
en
gage
men
t fra
mew
ork
to s
uppo
rt e
ffect
ive
patie
nt a
nd
publ
ic e
ngag
emen
t acr
oss
part
ners
, inc
ludi
ng K
HP
PP
E fr
amew
ork
deve
lope
d w
ith
part
ners
A
nd
rea
Car
ney
b)
Exp
lore
opp
ortu
nitie
s fo
r fu
ndin
g to
dev
elop
an
onlin
e in
tera
ctiv
e pa
tient
and
pub
lic e
ngag
emen
t por
tal a
cros
s th
e lo
cal h
ealth
and
car
e ec
onom
y, w
hich
mig
ht
incl
ude:
- •
An
inte
ract
ive
patie
nt a
nd p
ublic
eng
agem
ent t
oolk
it,
shar
ed to
ols
and
reso
urce
s •
a sh
ared
pat
ient
and
pub
lic e
ngag
emen
t cal
enda
r ac
ross
Lam
beth
and
Sou
thw
ark
that
will
ass
ist i
n pl
anni
ng a
ctiv
ities
•
info
rmat
ion
for
publ
ic a
nd c
omm
unity
vol
unta
ry
orga
nisa
tions
abo
ut th
e di
ffere
nt w
ays
to g
et
invo
lved
in in
fluen
cing
dev
elop
men
t of h
ealth
and
ca
re s
ervi
ces
Any
fund
ing
oppo
rtun
ities
iden
tifie
d an
d ap
plic
atio
n co
mpl
eted
with
in
put f
rom
loca
l par
tner
s, w
here
re
leva
nt
20
Aim
: S
trat
egy
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
L
ead
O
ther
st
rate
gie
s 1
2 3
Ob
ject
ive
16:
Dev
elo
p p
lan
s to
en
sure
th
e co
nst
itu
tio
n o
f th
e F
ou
nd
atio
n T
rust
Mem
ber
ship
is r
epre
sen
tati
ve o
f th
e p
op
ula
tio
ns
serv
ed b
y th
e T
rust
a)
Und
erta
ke a
rev
iew
of w
heth
er th
e cu
rren
t dem
ogra
phic
pr
ofile
of o
ur F
ound
atio
n T
rust
mem
bers
hip
is b
road
ly
refle
ctiv
e of
the
patie
nt p
opul
atio
ns w
e se
rve
Res
earc
h co
mpl
eted
and
find
ings
sh
ared
Pet
er
Alla
nso
n
b) U
sing
the
findi
ngs
of th
e ab
ove
rese
arch
, exp
lore
the
feas
ibili
ty o
f dev
elop
ing
a m
embe
rshi
p re
crui
tmen
t pla
n to
en
able
the
Tru
st to
rec
ruit
unde
r-re
pres
ente
d po
pula
tion
grou
ps.
A p
aper
pro
posi
ng p
ossi
ble
appr
oach
to m
embe
rshi
p re
crui
tmen
t pre
sent
ed to
rel
evan
t T
rust
com
mitt
ee a
nd G
over
nor
wor
king
gro
up
Ob
ject
ive
17:
Dev
elo
p m
ech
anis
ms
that
max
imis
e th
e in
volv
emen
t o
f m
emb
ers
in t
rust
act
ivit
ies
a) U
nder
take
a m
embe
rshi
p su
rvey
to
dete
rmin
e ho
w
Fou
ndat
ion
Tru
st M
embe
rs w
ould
like
to e
ngag
e w
ith th
e T
rust
Fin
ding
s of
sur
vey
repo
rted
P
eter
A
llan
son
b) L
earn
ing
from
bes
t pra
ctic
e m
odel
s ou
tsid
e th
e T
rust
, ex
plor
e th
e po
ssib
ility
of d
evel
opin
g an
d up
datin
g a
grou
p of
act
ive
Fou
ndat
ion
Tru
st m
embe
rs w
ho w
ish
to
be in
volv
ed in
our
wor
k
A p
aper
pro
posi
ng p
ossi
ble
appr
oach
es to
dev
elop
ing
mem
bers
hip
enga
gem
ent
c) P
ublic
ise
new
way
s fo
r m
embe
rs to
get
invo
lved
in th
e fu
ll ra
nge
of T
rust
act
iviti
es
Opp
ortu
nitie
s pu
blis
hed
thro
ugh
exis
ting
Tru
st c
omm
unic
atio
ns
publ
icat
ions
Ob
ject
ive
18:
Co
nti
nu
e to
su
pp
ort
Go
vern
or
invo
lvem
ent
in t
he
qu
alit
y an
d s
afet
y ag
end
a th
rou
gh
a v
arie
ty o
f ex
isti
ng
mec
han
ism
s a)
The
new
Qua
lity
and
Eng
agem
ent W
orki
ng G
roup
cov
ers
patie
nt s
afet
y, e
xper
ienc
e an
d en
gage
men
t C
hang
es to
Gov
erno
r w
orki
ng
grou
p im
plem
ente
d an
d sc
ope
of
grou
p de
fined
P
eter
A
llan
son
Fra
ncis
P
ledg
es
b) H
old
a ‘p
atie
nt s
afet
y se
min
ar’ f
or G
over
nors
to in
crea
se
thei
r un
ders
tand
ing
of a
ctiv
ities
acr
oss
the
Tru
st
Saf
ety
sem
inar
com
plet
ed a
nd
posi
tive
Gov
erno
r ev
alua
tion
c) C
ontin
ue to
faci
litat
e G
over
nor
repr
esen
tatio
n on
all
Boa
rd c
omm
ittee
s, s
uch
as th
e Q
ualit
y C
omm
ittee
O
ngoi
ng a
ttend
ance
and
Gov
erno
r co
mm
ents
evi
denc
ed in
min
utes
21
Ob
ject
ive
19:
Co
nti
nu
e to
bu
ild s
tro
ng
er r
elat
ion
ship
s b
etw
een
th
e T
rust
an
d it
s st
akeh
old
ers
incl
ud
ing
Go
vern
ors
, Fo
un
dat
ion
Tru
st M
emb
ers,
co
mm
un
ity
volu
nta
ry s
ecto
r, lo
cal H
ealt
hwat
ch a
nd
Ove
rvie
w &
Scr
uti
ny
Co
mm
itte
es
a) D
raw
ing
on k
now
ledg
e of
loca
l pub
lic a
nd c
omm
unity
vo
lunt
ary
sect
or p
artn
ers,
iden
tify
com
mun
ity v
olun
tary
se
ctor
net
wor
ks n
ot c
urre
ntly
kno
wn
to th
e T
rust
.
Det
ails
of o
rgan
isat
ion
adde
d to
da
taba
se
M
att
Aki
d
b) E
nsur
e co
mm
unity
vol
unta
ry s
ecto
r ne
twor
ks r
ecei
ve
info
rmat
ion
abou
t Tru
st a
ctiv
ities
rel
atin
g to
ser
vice
de
liver
y an
d de
velo
pmen
t
Com
mun
icat
ion
links
with
CV
S
netw
orks
set
up
and
utili
sed
M
att
Aki
d
c) U
pdat
e th
e lis
t of T
rust
-sup
port
ed p
atie
nt /
user
gro
ups
to
faci
litat
e co
mm
unic
atio
ns a
nd o
ppor
tuni
ties
for
futu
re
invo
lvem
ent
List
upd
ated
with
res
pons
ibili
ties
assi
gned
for
regu
lar
upda
ting
M
att
Aki
d
d) C
ontin
ue to
sup
port
exi
stin
g m
echa
nism
s th
roug
h w
hich
G
over
nors
may
eng
age
with
the
Fou
ndat
ion
Tru
st
mem
bers
hip,
incl
udin
g:-
•
Ann
ual ‘
acco
unta
bilit
y se
ssio
n’, w
hich
is h
eld
in p
ublic
, pr
ovid
ing
Gov
erno
rs th
e op
port
unity
to p
rese
nt
ques
tions
to th
e B
oard
of D
irect
ors
•
Hea
lth s
emin
ars,
whi
ch a
re o
pen
to G
over
nors
and
F
ound
atio
n T
rust
mem
bers
Ses
sion
s an
d se
min
ars
com
plet
ed
and
posi
tive
gove
rnor
eva
luat
ion
Mat
t A
kid
e) E
xplo
re a
nd Id
entif
y fu
rthe
r op
port
uniti
es to
eng
age
with
ou
r w
ider
com
mun
ity th
roug
h lo
cal H
ealth
wat
ch a
nd o
ther
m
echa
nism
s
New
mem
bers
of p
ublic
are
en
gage
d in
Tru
st a
ctiv
ities
An
dre
a C
arn
ey
f)
Bui
ld g
ood
rela
tions
hips
with
the
loca
l bus
ines
s co
mm
unity
(e.
g. T
eam
Lon
don
Brid
ge, S
outh
Ban
k E
mpl
oyer
s G
roup
) a
nd in
volv
ing
patie
nts,
vis
itors
and
st
aff w
here
rel
evan
t
Com
mun
icat
ion
links
set
up a
nd
utili
sed
(e.g
. dis
rupt
ion
to s
ite
acce
ss r
epor
ted
and
publ
icis
ed)
Dip
ann
ita
Bet
al
g) P
ut m
echa
nism
s in
pla
ce to
ens
ure
the
Tru
st a
nd it
s se
rvic
es fu
lfil i
ts d
utie
s to
con
sult
with
Ove
rvie
w a
nd
Scr
utin
y C
omm
ittee
s an
d th
at it
not
ifies
loca
l Hea
lthw
atch
of
sub
stan
tial c
hang
es to
ser
vice
s
Tim
ely
cons
ulta
tion
with
OS
C o
n T
rust
ser
vice
cha
nges
Julie
Gif
ford
Ob
ject
ive
20:
Co
ntr
ibu
te t
o t
he
dev
elo
pm
ent
of
a P
atie
nt
and
Pu
blic
En
gag
emen
t S
trat
egy
for
Kin
g’s
Hea
lth
Par
tner
s a)
Dev
elop
a r
ange
of s
hare
d ob
ject
ives
and
whe
re
prac
tical
, alig
n ap
proa
ches
for
PP
E a
nd p
atie
nt
expe
rienc
e ac
ross
par
tner
org
anis
atio
ns
An
dre
a C
arn
ey /
Sar
ah A
llen
b) C
ontin
ue to
sup
port
and
info
rm p
atie
nt a
nd p
ublic
in
volv
emen
t in
Kin
g’s
Impr
ovem
ent S
cien
ce p
roje
cts
An
dre
a C
arn
ey
22
Aim
: A
ssu
ran
ce
Act
ion
s S
ucc
ess
crit
eria
T
imes
cale
L
ead
O
ther
st
rate
gie
s 1
2 3
Ob
ject
ive
21:
Th
e T
rust
Bo
ard
is in
form
ed o
f p
atie
nt
and
pu
blic
en
gag
emen
t p
lan
s an
d a
ctiv
itie
s at
th
e T
rust
an
d h
ow
th
ese
hav
e im
pro
ved
se
rvic
es a
nd
th
e q
ual
ity
of
care
a)
T
he B
oard
rec
eive
s a
bian
nual
rep
ort o
n di
rect
orat
es’
patie
nt a
nd p
ublic
eng
agem
ent p
lans
R
epor
t rec
eive
d
Jack
ie
Par
rott
b)
An
annu
al p
atie
nt a
nd p
ublic
eng
agem
ent i
mpa
ct r
epor
t is
sub
mitt
ed to
the
Boa
rd a
nd C
ounc
il of
Gov
erno
rs
dem
onst
ratin
g ho
w th
e vi
ews
of p
atie
nts,
car
ers
and
stak
ehol
ders
hav
e im
pact
ed o
n th
e de
sign
, qua
lity,
sa
fety
and
effi
cien
cy o
f the
car
e an
d se
rvic
es w
e pr
ovid
e
Rep
ort p
rese
nted
to B
oard
and
C
ounc
il of
Gov
erno
rs
Ob
ject
ive
22:
Co
nti
nu
e to
dev
elo
p a
tra
nsp
aren
t an
d o
pen
ap
pro
ach
to
sh
arin
g in
form
atio
n a
bo
ut
the
per
form
ance
of
the
Tru
sts
clin
ical
an
d n
on
-cl
inic
al s
ervi
ces
wit
h o
ur
pat
ien
t an
d p
ub
lic s
take
ho
lder
s a)
Lau
nch
and
pub
licis
e on
line
‘Info
rmat
ion
Hub
’ whi
ch w
ill
incl
ude
key
Tru
st p
erfo
rman
ce d
ata
on q
ualit
y, s
afet
y an
d pa
tient
exp
erie
nce
Info
rmat
ion
hub
laun
ched
and
po
sitiv
ely
eval
uate
d by
pat
ient
s
An
ita
Kn
ow
les
Fra
ncis
P
ledg
es
b) E
nsur
e B
oard
and
com
mitt
ee p
aper
s re
port
ing
on q
ualit
y an
d sa
fety
are
rou
tinel
y sh
ared
with
com
mis
sion
ers
and
Hea
lthw
atch
and
pro
vide
opp
ortu
nitie
s to
dis
cuss
Dis
sem
inat
ion
chan
nels
set
up,
fe
edba
ck r
ecei
ved
and
acte
d up
on
M
ary
New
man
c) E
nsur
e ke
y T
rust
Boa
rd r
epor
ts o
n sa
fety
and
qua
lity
are
easy
to u
nder
stan
d, c
lear
, con
cise
are
ava
ilabl
e to
a
rang
e of
aud
ienc
es
Rep
orts
rev
iew
ed w
ith in
put f
rom
pa
tient
pub
licat
ions
gro
up a
nd, a
s re
quire
d, d
iffer
ent v
ersi
ons
prod
uced
Mar
y N
ewm
an
Fra
ncis
P
ledg
es
d) D
evel
op a
con
sist
ent a
ppro
ach
to h
ow c
linic
al a
reas
di
spla
y ho
w th
ey w
ell t
hey
are
doin
g an
d ho
w th
ey a
re
resp
ondi
ng to
pat
ient
feed
back
, e.g
. usi
ng e
xist
ing
corp
orat
e te
mpl
ates
(yo
u sa
id /
we
did
post
ers)
All
clin
ical
are
as d
ispl
ay fe
edba
ck
info
rmat
ion
in a
con
sist
ent w
ay
Deb
bie
Par
ker
Fra
ncis
P
ledg
es