How we hold providers to account on Patient and Public Involvement


Telford and Wrekin CCG regularly monitor and review our local NHS provider trusts’ public involvement activity through monthly Clinical Quality Review Meetings as set out in our Quality Assurance and Improvement Framework 2018-2020.

At these meetings we monitor and assess patient experience, by reviewing Friends and Family Test responses, comments on NHS Choices and any complaints or compliments received. Action plans that the Trusts have put in place to address areas of poor performance or experience are also reviewed.

The Patient Experience Lead and the Quality Team will receive Patient Advice and Liaison Service (PALS) queries or complaints which give an indication that a service is not performing at the standard it should be. Sometimes the CCG will conduct visits to that service and ask the providers to review that service.

Where trends or serious risks are identified as a result of a patient concern, additional meetings are held with the provider in order to discuss the issues.

In addition to these visits, Healthwatch Telford & Wrekin are able to carry out Enter and View Visits, and the reports are shared with the provider and CCG.

The CCG respond to complaints they have received from the residents of Telford and Wrekin as well as any enquiries from local MPs. GPs are also able to raise quality alerts about providers, as part of the CCG Insight System.

Quarterly reports on patient engagement, PALS and complaints are presented to the Planning, Performance and Quality (PPQ) Committee which is Chaired by the lay member for Patient and Public Involvement.