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Helen Jones: If you make plans about people without talking to them, they won't work,
will they? Elaine Mulvenna: No.
Helen Jones: You've got to be talking to people. If you want to provide a service you've got
to understand the real lives of the people who are going to access that service.
Elaine Mulvenna: Travelling people's not understood though, Helen. Like you say, they're speaking
different languages and a lot of these posh words they don't understand. And at GATE these
people comes in -- we have explained this on the groups what we do -- and the people
that comes in now seems to speak more -- Helen Jones: Normal.
Elaine Mulvenna -- normal, so they can understand. And they're getting more educated by that
than just sit listening to somebody talking, what they can't understand what the words
mean and going out and thinking, 'Well, I couldn't understand it.' And the people that's
coming in now, he's putting it so they can understand it so it's -- they're getting more
educated. Helen Jones: People are often embarrassed
to admit that they don't understand what certain words mean or to put their hand up and say,
'I can't read that piece of paper that you just gave me.' And it's really by NHS providers
coming out to our community organisations that they start to understand that and they
can do something about it.
Shahid Ali, General Practitioner, Phoenix Medical Practice, Bradford, West Yorkshire
Shahid Ali: Patients and the public are at the very heart of the NHS. My practice is
to enable patients to lead decision-making and provide them with the right information
so that they can make choices, and also to be able to take control of their care. Such
participation and engagement results in 80% of the patients being engaged, and not only
that but better health and healthcare outcomes as well as the achievement of quality, innovation,
productivity and prevention objectives. CCGs are in a great position to be able to
commission integrated care services for their patients and their populations, and in particular,
the use of technology to enable them to scale and also benefit millions of patients.
I think this is what will truly transform the NHS into services that we now really,
really do need, and also a sustainable NHS and the best healthcare system in the world.