There are several ways that we review and evaluate how we engage to ensure we continue to improve and develop our approach to engagement and how we involve local people in our work. This page sets out some of these and the feedback and learning identified.  We are reviewing the feedback received to inform both our local engagement approach working with partners and that of the soon to be formed South West London CCG.

Team review

We have introduced regular review and reflection for our ongoing local community outreach and engagement as part of our patient and public engagement team meetings. As a result, we are:

  • reviewing our engagement processes to ensure that mid-point and end of engagement reviews for project specific engagement takes place as part of the project plan rather than on the current adhoc basis.
  • relaunching our engagement evaluation form as one of the ways we find out the views of patients and local people about our engagement activities and who we are engaging with. We identified that we were not routinely collecting demographic information for smaller scale activities such as outreach to groups.
  • working with our project management office to review the engagement part of the project process as we identified that our engagement and assessment planning tool for staff is not being regularly used for non-QIPP (quality, innovation, productivity and prevention) programmes.

Patient and public feedback

We are currently testing a revised evaluation form to seek the views of patients and local people about how we have engaged with or involved them in our work. We would want to be responsive to the feedback, reporting as part of our “you said, we did” approach and using it to improve our future engagement. Examples of feedback received so far:

 “Having the CCG visit us today gave us the opportunity to tell them what we thought about health services” – Kingston & Richmond ME group.

“The meeting allowed for us to ask questions and have open discussions with attendees” –Primary care forum.

“Opportunity to have the meeting in another location to make it more accessible”– Primary care forum.

Stakeholder review

We undertake an annual review of our approach to engagement with our community involvement group, which is the CCG’s engagement and equalities reference group. Members include Healthwatch, Richmond CVS, PPG network representatives and local voluntary and community organisations. The last review took place in October 2019 and feedback included:

What works well?

  • Good advisory/reference groups e.g. the community involvement group which is useful, appropriate and strong engagement.
  • Proactive engagement on the health and care plan
  • Health and care plan’s, you said we did document viewed as a good example of demonstrating how CCG and partners responded to feedback and impact of that feedback.
  • CCG is good at supporting partners to work together on engagement.
  • There are good resources and skills in the CCG and in partners working together e.g. the Kingston & Richmond communications and engagement group.

What could we improve and why?

  • Need to improve planning to enable communications and engagement activity to take place and in a timely manner.
  • Communications and engagement should take more of a leadership role rather than being reactive.
  • Lack of confidence in new commissioning staff being aware of previous engagement work and insight; feeling this can be lost and we are starting again.
  • More engagement with faith communities.
  • Greater working with partners to gather and share patient experience.

Recommendations for CCG to consider:

  • Commissioning staff handover notes to include current engagement plans, previous engagement activity and insight collated.
  • Commissioning staff induction to include visits to relevant patient groups/community organisations. (liaising with PPE team).
  • Support revisiting South West London grassroots funding programme. Seen as a good example of working with small local groups.
  • Use this feedback to inform future engagement approach for new SWL CCG and for developing Richmond health and care partnership

The detailed feedback is included in the CIG October minutes available on our publications page.

The South West London Patient and Public Engagement Steering Group (SWL PPESG) is responsible for reviewing and advising on involvement activity for South West London (SWL) programmes of work.  It has a membership of each Healthwatch and voluntary sector umbrella organisation in SWL and the CCGs’ lay members for patient and public engagement. During the year activities included:

  • supporting the development of a SWL ‘people’s panel’ – influencing how it was established and the process for agreeing survey topics;
  • helping to shape the approach to patient voice in soon to be formed SWL CCG. It recommended that CVS and Healthwatch should be represented on governing body – which is now being taken forward.
  • Reviewed and informed the draft communications and engagement strategy for the soon to be formed SWL CCG.

Find out more about the work of the SWL PPESG.

Peer and partners review

South West London (SWL) PPE Network this is a regular meeting of engagement professionals across the SWL CCGs. This is where we can review engagement activity and practice across SWL CCGs. Initial ideas and draft plans can be taken to the meetings for peer review. We can also test and agree with each what our future priorities will be.

We have agreed a common approach for evaluating specific PPE activity Finishing properly – evaluating engagement.

Find out more about the more about how we work as a SWL PPE network.

One of the SWL programmes we reviewed was the one phase of our engagement for our children and young people’s emotional resilience project. During the summer 2019 we worked with students from a mix of local primary and secondary schools across SWL to inform a mental health language guide for working with young people and communications materials to promote a new online support tool for young people. At the end of this phase of engagement we met as engagement and communications colleagues to review the project.


  • Communications and engagement colleagues working together across SWL worked well.
  • Engagement staff leading the focus groups with communications staff scribing was the right approach.
  • The sessions were successful and young people seemed to get a lot out of taking part in the sessions.

What we would do differently next time:

  • Staff to get together earlier on in the process to be involved in shaping discussion guides.
  • Greater consideration of whether in-house resources and experience could be used rather than working with an external organisation.
  • When working with children a consistent approach to safeguarding was needed from the outset.
  • Provide teachers with more resources to be involved in sessions and run them in future.
  • Work with school councils to follow up and monitor the schools’ action plans empowering young people to take ownership of the programme.

Kingston and Richmond communications and engagement group is made up communications and engagement professionals from our local health and care partners including the Council, NHS, voluntary sector and Healthwatch.  It is the main avenue for progressing partnership work for PPE within our boroughs and across Kingston and Richmond where appropriate.

During 2019 our first success was to deliver a joint engagement programme to support the development of health and care plans in Kingston and Richmond. As a group, we reviewed the engagement and lessons learned included: positive feedback on making discussion document accessible using slide packs and plans on a page; the timeframe for engagement on the discussion document was felt to be too short and this highlighted the challenge of communications and engagement not being in control of the overall project timeline.