1. Feedback from the PEG to support commissioning intentions July 2018

2. What services do we like?
St Georges Liaison officer for people with visual impairment
Value all learning disability colleagues across health and social care
Brilliant LD liaison nurses at St Georges – not funded by Merton CCG
Blood test service across Merton
Moorfields, x-rays closer to home, nelson – providing services closer to home.
Special needs community dentists – Morden Hall Civic Centre
Advice from pharmacists – enhanced services

3. What services do we like?
OT only accessed through special schools works well (Needs improvement)
“Gastro” at St Georges very good nurse practioners
Sleep Apnoea Service works well - “St Georges”
Digital prescription service
Annual Health checks for those with LD adults
Good LTC condition care in GPs
More support to tackle smoking
Red bags in hospitals for nursing home patients
Nurse practioners make a difference.

4. What does not work? Communication between agencies not working
A&E overwhelmed by service users
GP hubs – could work better
Social care joined up with NHS - not fully
Not enough beds – for the population
Access to information Accessible information standard
Physio no long term plan for LD & PD – not equipped with specialist staff
Mental health care within GPs varies – appointments & care
Diagnostic pathway for CAMHS
Learning on expanding knowledge of CD and PD

5. What does not work?
OT – Physio: SALT; Recruitment & retention at staff (Children)
Access to Paediatrics
Variance in NHS estate across SW London
Incontinence Service
Shortage of CPNs in local area
Referrals & PTT not working and consistent “choice not accessible”
Patient transport experience varies
GP access still a concern: reserves; doctors and nurses.
LAS – not enough resources across SWL.

6. Question 1: What is it about current services that you value?
Specialist GPS and Practices
Social Prescribing
Social prescribing practitioners attached to practices.
Navigators link up with other organisations in borough.
Tackling wellbeing.
Access to Phlebotomy – frequently needed diagnostic – need more.
Advantage of Phlebotomy in own surgery is immediate access to records/knowledge.
CCGs promotion of Patient Engagement
Specialist appointments nearer to home (in own practice)
Need more promotion of Out Of Hours
Needs to be advertised more.
Clarity / Communication (What is missing on communication?)

7. Question 1: What is it about current services that you value?
Letters / texts / - how to advise appointments, etc.
Mental Health Carers Support (Now Mental Health in PC of new services very helpful – good engagement)
Very valuable that people have a chance to influence local services
SWLWTG engaging well with carer
Looking to relaunch triangle of care programme
Raising awareness with carers.
SWLSTG – new strategy for quality services
GPs relaying results over phone saving valuable time
Good use of people’s time/GPs time
Relationship with own GP.

8. Question 1: What is it about current services that you value?
HARI
Dementia Specialist Clinic – Francis Grove (Invited to go to clinic to talk to specialists)
Memory the Nelson – promote involvement of carers.
Dementia Hub – specialists able to diagnose.
Carers Awareness Training – practices inviting carers for training.
Practices opening doors for bereavement services – not a GP service – Cohesive working.

9. Question 2 What needs to improve?
PPGs
No buy in / lack of response
Fear of time consuming
Comms where English is not the first language
Difficulty in understanding accents.
Need interpretation services / leaflets in different languages.
Not everyone aware of Interpretation Services – needs to be promoted more / better access to Interpretation Services.

10. Question 2 What needs to improve?
Wasted visit to practice - more than one trip to practice to get results etc. – Waste of time of patient and GP.
Calling patients – some patient unable to hear screens; some partially sighted.
MIAPT – problems
Appointments – same day / need to phone on day – call back in advance.
Access to GP appointments barriers to carers.

11. Positives
Health Hubs
Social Prescribing
Community Engagement

12. Negatives
MIAPT
PPG
Access to appointments

13. Themes Value Improve Better care closer to home Pharmacists }
Nelson } Specialists
Comm }
Specialist liaison: e.g. LD.
Nurse Practitioners
OOH Access
Social Prescribing – GP knowledge
Community Engagement
Access
Better communication and collaboration
Knowledge of the system
Health & Social Care joint working
Informed choice
Access GPs – Appointments
Long Term therapy support – Physio, etc.
MIAPT
PPG not working
Signposting

14. What could improve? e.g. SALT only for pre-school CAMHS Access
Person-centred
Approach
Understand Needs
Flex input
What could
improve?
Signposting
Access to diagnostic pathways
Access to sexual health
EHCP
Involvement
Implementation
Engagement w. process
Don’t target too much
Doesn’t meet children’s needs
Access to therapies
Recruitment to key staff
Pharmacists having access to the right medications
Making appointments
Pre-book
Immediate Access for
No more on the day phone calls
Continuity of Care
Between Professionals
Communication
Public
More than one issue
More time in GP consultations
Collaboration
Family
Prof
Provider

15. What do you value? Quick access when needed Social interconnected
Involvement in Dementia Alliance
Community Dentists
Social interconnected
Quick access when needed
Access to different services in the workplace
Support for carers
Inpatient experience, food, etc.
Good care by Drs/Nurses, etc.
SALT
Physio OT
Therapies & support in the community
Within GPs
Blood tests
Nurses
Access specialist outside of hospital
Continuity of Care
Local Pharmacies
Building Relationships
Sites for appointments
Choice of GP
Out of Hours Hubs
GPs know who can help you
Health Services
Social Presc
Spread
Description of who commissions what A