South West London CCG Annual Report and Accounts 2020/21

NHS 111 First For urgent and emergency care, one of our priorities was NHS 111 First – developing assets and talking to community groups to reassure that NHS 111 is the safest way to get non-life threatening but urgent and emergency care. Our aim was to encourage uptake in 111 and identify barriers to access. Elective surgery hubs Within elective care, we looked at the support we could provide around the move to surgical hubs, a new way of working together across acute trusts to increase planned and elective surgical care for local people. As people were not able to influence where these hubs would be, our priorities were to: • Develop clear and transparent communications about choice, transport, access reassurance to local people. • Capture patient experience data to understand experience and impact. To support this, we worked towards developing a standardised metric for patient experience across our sites. Overview of South West London Covid-19 vaccination programme engagement Communications and engagement work has been integral to the successful delivery of the biggest vaccination programme in history. To support the delivery of this programme, our objectives are to: • Build confidence in the Covid-19 vaccines. • Manage expectations about when local people will receive their vaccination. • Increase uptake, particularly in priority communities and those experiencing health inequalities, by listening to and understanding local concerns and providing information in a factual and unbiased way. • Support our NHS frontline teams with their operational communications around delivering the vaccine. Together with the borough communications and engagement groups, we developed local communications and engagement plans. These were informed by the Equality and Health Inequalities Impact Assessment (EHIA) and local intelligence and prioritised engagement with those communities who are eligible for the vaccine, from communities experiencing inequalities and where we knew uptake would be lower. The overarching principles are to inform, to help people make the right decision for them and their families, provide information from Annual Report and Accounts 2020/21 | 65