Getting involved

Patients and carers are at the heart of everything we do and it’s important that they are involved not just in decisions about their care, but also in designing better care for others. We are champions of patient engagement and empowering patients to shape services and the care that they receive. Our aim is to involve as many people as possible and specifically to seek out the views of those previously not heard.

Engagement with our stakeholders during Coronavirus.

You can view slides and answers to the Q&A from the meetings we held with our stakeholders, BAME community organisations and VCS groups here

There are many ways you can get involved in helping us to continue to provide high quality, safe services across West Leicestershire and more widely - from taking part in research, to being a mystery shopper or responding to surveys and consultations.  You can find out more about these using the links to the left - we look forward to hearing from you! The range of methods we use is shown in the diagram below:

engagement diagram 2019


We continued to use an approach this year, that is built around the idea that if we listen to and deeply understand people’s experiences, we will design more person-centred services that deliver better care for our people. We also use other methodologies to co-design services, where insights from patients and their families and carers are brought together with insights from health professionals to form business intelligence.

This intelligence influences all stages of the commissioning cycle from strategies and plans to service improvement, redesign, procurement and co-production and influences documents including service specifications and contracts that we have with providers.

There are many ways that we ensure the patients and public view is incorporated in everything we do and some of these are highlighted below.

You can also read more in:



We have lay members on our Governing Board, committees and groups –  Gillian Adams is our lead for Patient engagement. Members of Healthwatch and other patient groups have also been key parts of decision making groups on topics such as End of Life Services and supporting primary care services locally. We offer support and development to lay members who work with us, for example on information governance and other related topics.

Our Board meetings are in public and the papers are publicly available. You can ask a question of our Board

We work to the Core Principles of Patient and Public Participation set out by NHS England.

These are:

  • Relationships will be conducted with equality and respect.
  • Listen and truly hear what is being said, proactively seeking participation from communities who experience the greatest health inequalities and poorest health outcomes.
  • Use the strengths and talents that people bring to the table
  • Respect and encourage different beliefs and opinions.
  • Recognise, record and reward people’s contributions.
  • Use plain language, and openly share information
  • Understand what’s worked in the past, and use knowledge that has previously been shared, and consider how to apply it to the present and future.
  • Have a shared goal and take joint responsibility for our work.
  • Take time to plan well.
  • Understand what’s worked in the past, and use knowledge that has previously been shared, and consider how to apply it to the present and future.
  • Have a shared goal and take joint responsibility for our work.
  • Take time to plan well.
  • Start involving people as early as possible.
  • Give feedback on the results of people’s participation.
  • Provide support, training and the right kind of leadership, so that people can work, learn and improve together.


Contract monitoring:

We ensure patient experience is a key part of our contract monitoring process through monthly Clinical Quality Review Groups which look at the Quality Schedules from the contracts and CQUIN.

Organisations that provide services for our population must provide assurance that they collect and respond to patient experience such as the Friends and Family test, complaints and patient surveys for example. We also do quality visits to assess how they are performing.

We can escalate any concerns we have through our Quality and Performance committee (if it is a contract relating specifically to West Leicestershire) or through the Performance Provider Assurance Group (if it is a contract or issue that relates to Leics, Leic and Rutland-wide contracts or hosted contracts). Lay members are represented on both groups. We also monitor that providers are meeting their commitments regarding Equality and Diversity – see section 11 of our Equality and Diversity Annual Report 2017-18



We engage with our local population as widely as possible where appropriate, and in a more targeted manner where relevant – this could take the form of widely circulating patient surveys or invitations to events or one to one interviews for example.

We have a stakeholder database of organisations across Leicestershire, Leicester and Rutland that we can share relevant information and materials with. They can then help us to share them more widely. This includes organisations that represent seldom heard groups and protected characteristics.

All coronavirus stakeholder bulletins and information can be found here.

If you would like to be included in this database please contact This email address is being protected from spambots. You need JavaScript enabled to view it. You can also stay in touch as an individual by signing up to our In Touch mailing list.

We also share information on current topics, commissioning intentions and planning at our regular PPG network meetings for patient groups to share with their members and practices and work closely with Local Area Coordinators to stay in touch with other local community groups.

You can read more about how our GP Federations engage with their local patient populations on their websites:

  • North West Leicestershire GP Federation
  • Hinckley and Bosworth Medical Alliance
  • Charnwood GP Federation do not have a website but you can contact them via This email address is being protected from spambots. You need JavaScript enabled to view it.


Better Care Together:

West Leicestershire CCG is part of the Better Care Together programme enabling clinicians, NHS and local authority staff, patients and carers to improve the way we care for local people. 

The partnership includes the six NHS organisations working alongside the three principal local authorities in Leicester, Leicestershire and Rutland and a range of other independent, voluntary and community sector providers. Formed in 2014, they combine to look after a population of more than one million people.

These organisations are working together to improve services making them sustainable for future generations. 

Visit their website to find out more or to get involved in the following ways:


Support for staff:

The communications and engagement team is on hand to support our teams with any aspect of engagement with patients and the public. The Head of Communications is a member of the Core Management Team to offer advice and expertise in this area. Members of the communications team are forging closer links with our teams to provide ongoing support, and a special staff briefing session on Consultation and Engagement is being planned for April 2019 to provide an update for staff and answer any questions.


Accessibility of information:

We try to ensure that the information we provide is clear, accurate and timely. We engage with the public using a variety of formats from events, surveys, reports, posters, newsletters, web content and social media among others.

The locations that we use for our events are carefully chosen paying consideration to public transport links, parking, accessibility and other facilities. On request we can arrange for a hearing loop or sign language interpreter to be present at our public events.

Our web content can be translated into other languages using Google translate by selecting the appropriate language in the drop down box at the bottom left of the screen. Web content can be read aloud by clicking on the microphone icon at the top right of the screen (located alongside the youtube icon).

If you require information in any other formats such as braille or large print, please contact the communications team on This email address is being protected from spambots. You need JavaScript enabled to view it. or by calling  01509 567700.


Social media:

If you prefer to keep in touch via social media you can follow us on twitter or facebook using the icons at the top right of this webpage. Our most recent tweets are also published on the home page of our website. You can also view a selection of videos via the youtube icon.



We recognise and value the diversity of the local community and believe that Equality and Diversity is central to the commissioning of modern, high quality health services focused on the patient.

We publish the following documents which provide more detail on how we do this:

  • our Equality and Diversity Annual Report 2017-2018 (engagement section is from page 26) It also covers an analysis of our local population demographics, Equality Impact Assessments and how our providers are meeting their legal requirements
  • our Constitution – see sections 5.2.1 and 5.2.7.


NHS Equality Delivery System

Communications and engagement activity runs through all 18 outcomes identified as part of the NHS Equality Delivery System (EDS2), through internal and external channel and processes.

In its simplest form, EDS2 gives the CCG the tools to work out its equality performance in relation to:

• How good performance is now

• How good the CCG could be

• What the CCG can do get there


Part of this involves listening to patients, to carers, to people who work in the NHS, and to the community, and voluntary sector. At the heart of the EDS2, are 18 Outcomes grouped into 4 Goals.

The main purpose of the EDS2 was, and remains, to help local NHS organistaions, in discussion with local partners including local populations, review and improve their performance for people with characteristics protected by the Equality Act 2010. Working with patients, staff and local voluntary organisations, NHS organisations can analyse their performance against the 18 outcomes and use the results to identify equality objectives for the next business planning round.

You can read more about how we have assessed ourselves against these 18 outcomes in our pdf Equality and Diversity Annual Report 2018-19

We have developed an E&D Plan to help us improve how we are performing in each of these areas and progress against this is monitored through our committee arrangements – the minutes from which are included in our folder public Board papers .

Evaluation of our activities: