South West London CCG Annual Report and Accounts 2020/21

Recovery work programme During recovery and to prepare for the second wave, it was essential that we made every effort to continue to hear and act on the patient voice. Our priorities were to: • Understand the impact of Covid and any changes to services. • Make informed decisions. • Adapt services if and where possible. To support this, we needed to continue to: • Communicate transparently and openly. • Influence perceptions and behaviours of local people, increasing access to services and healthy behaviours. During this time, we continued to meet and seek advice from the South West London Community Engagement Steering Group (CESG), made up of Healthwatch and voluntary sector representatives from the six South West London boroughs, and with communications and engagement groups at borough level, including communications leads from health and care organisations from NHS, local authority, Healthwatch and the voluntary sector. As agreed by the recovery board, we allocated a communications and engagement lead to each recovery workstream. This enabled us to: • Understand where citizen and staff insight would be helpful to influence planning and decision-making, particularly to reflect the needs and experiences of vulnerable and at-risk groups and reduce health inequalities. • Communicate clearly and transparently to our patients, citizens and stakeholders about how we are adapting the NHS to manage future potential Covid-19 outbreaks, and also treat our non-Covid patients safely. • Make sure we are demonstrating that the NHS is carrying out its duty to involve with due regard to equalities, health inequalities and taking stakeholders and communities along with us. • Target communications and engagement work to reduce inequalities, raise awareness, influence behaviour in terms of access to the most appropriate services. For example, the ‘NHS is here for you’, NHS 111 First and seasonal flu campaigns with specific priority citizen groups. • Work with communications and engagement professionals from our health and care partnership across each borough to support strong staff engagement and communication around recovery. Work we prioritised in some of the recovery work streams includes the NHS 111 First campaign and establishing elective surgery hubs. 64 | NHS South West London Clinical Commissioning Group