The document discusses public and patient engagement in health services planning and improvement. It defines public and patient engagement as the active participation of citizens, users, and carers in developing, commissioning, planning, designing, delivering and improving health services. The document also discusses the legal duty of NHS organizations to involve and consult users in planning, developing proposals for changes to services, and decisions affecting service operations. Examples are provided of engagement initiatives undertaken by NHS Milton Keynes, including involving patients in diabetes care redesign, using complaints to improve services, and using marketing to engage different populations.

1. Public and patient engagement
in the planning process
June 2009

2. PPE defined...
.. the active participation of citizens, users and
carers and their representatives in the
development of health services and as partners
in their own health care. This includes the
commissioning, planning, designing, delivering
and improvement of health services.
Frances Newell, Draft PPE strategy, Sutton and Merton PCT.

3. Role of NHS Milton Keynes
Take money from the Turn it into:
taxpayer
• Better health
• Fewer inequalities
• Ensure public access to
the best possible
services

4. Policy: rhetoric to reality?
“It is self evident, but worth
repeating, that the NHS can
meet people’s needs better if
we listen to what people tell us,
instead of relying on existing
knowledge and assumptions.
We can develop better, more
responsive services if we involve
and truly listen to not only
those who are already using
services, but those who are
not.”
Patient and Public Engagement Toolkit for
World Class Commissioning, 2008
http://www.institute.nhs.uk/

6. The Duty to involve and consult
NHS organisations must make
arrangements to involve users,
whether directly or through
representatives (whether by being
consulted or provided with
information, or in other ways) in:
• planning the provision of services
• the development and
consideration of proposals for
changes in the way services are
provided, and decisions to be
made affecting the operation of
services.
Section 11 . Health and Social Care Act

7. Examples of engagement initiatives
building relations with LINK:MK, key
stakeholders and partners.
drawing on patient influence when
redesigning services (e.g. mental health,
diabetes).
Using patient complaints to improve services
(e.g. infection control, maternity, nutrition).
Learning to value use of marketing techniques
to engage different elements of population.

8. Redesign of the care of adult patients with diabetes
 Regular contact throughout decision-making on the direction of
travel
 Inclusion in commissioning decisions
 Involvement in the preparation of a press release
 Patient participation in the Quality:MK "movie" - in which a patient
described the benefits of the care planning approach
 Workshop - needs for patient education and information
 LINk representative invited to comment on a large survey of the
public in Oxford and on those elements useful to repeat in MK
 Next steps – new planning group to consider the specific needs for
patient education, early diagnosis and to reach seldom heard