How we hold providers to account

Haringey CCG regularly reviews and monitors our local NHS Trusts’ performance around patient experience through monthly Clinical Quality Review Group meetings. Healthwatch Haringey (the local health watchdog) also attends these meetings.

We use these meetings to monitor and assess patient experience by reviewing complaints, Friends and Family Test responses, comments on NHS Choices and national patient survey results. We also review any action plans that the Trusts have put in place to address areas of poor performance or poor experience.

Sometimes the CCG will conduct insight visits if we get an indication that a service is not performing at the standard that it should be. Patient representatives are invited to carry out these visits with us and are involved with making recommendations to providers on how services can improve. Examples of visits include the outpatients department and older people ward at North Middlesex University Hospital. Re-visits are usually undertaken around 12 months after the initial service visit to ensure recommendations have been embedded into routine practice. Insight visits can also be carried out by Healthwatch Haringey. These visits are called Enter and View visits.

We review and respond to complaints received by the CCG, MP enquiries on behalf of Haringey residents, and any quality alerts raised by GPs about other local providers too, as part of the CCG’s Insight and Learning Programme.

Where trends or serious risks are identified as a result of a patient concern, additional meetings are held with the provider in order to flag the issues and request remedial actions.  Quarterly reports on complaints, GP Alerts and Insight Visits are regularly presented at the CCG’s Quality and Performance Committee which includes patient representatives and lay members.

Our commissioners also hold regular contract monitoring meetings with our providers to ensure they are fulfilling their contractual obligations of delivering safe, high quality health services to local people.

Quality Accounts

Every year, Trusts produce a Quality Account report which summarises their performance and improvements against a number of quality priorities and objectives for patient safety, clinical effectiveness, patient experience and staff experience. The Quality Account also includes quality priorities and objectives for the year ahead. These priorities are informed by an analysis of information from patient experience, engagement, complaints, any incidents which occurred during the year, and consultations with a number of stakeholders, including the CCG. The CCG is invited to give comments to Trusts about their Quality Accounts. Feedback can include comments on the patient experience priorities chosen and also on the consultation process i.e. whether the Trust involved patients and public in the development of their Quality Accounts. Quality Accounts from our local Trusts are below:



In 2018 we worked closely with North Middlesex University Hospital Trust to ensure they are addressing a set of recommendations that came out of Healthwatch Haringey’s recent research on patients’ experiences at the hospital’s A&E department (January 2018).

Actions already taken by the Trust so far include:

  • redesigning its Emergency Department registration form with 8 different languages translated on the back to help address the communication barriers some patients may experience when using the service;
  • reviewing the security and ‘housekeeping’ processes in the Emergency Department to ensure that patients are seen and treated in a safe and clean environment.
  • efforts to recruit more volunteers in the Emergency Department to provide extra support for patients, such as to help with general enquiries, where possible, or to assist with completing patient experience surveys.
  • recent re-development of the Emergency Department and improvement works, including the new Horizon Unit, which will improve patient experience for people with mental health concerns attending A&E

We will continue to monitor and review the Trust’s progress with making these service improvements.

Last updated: 22/01/2020