Engaging patients, users and carers in integrated care

Engaging patients, users and carers is an important enabler of integrated care. We describe how the Inner North West London Integrated Care Pilot set up a Patients, Users and Carers Committee, found volunteers to join it, and and helped to prepare them for their role. Representatives from the group were included in the membership of the Pilot's management board and committees and took part in several engagement and educational events. Some obstacles and challenges were encountered, including communicating with a large number of patient participation groups across the area, managing the high expectations of the group about how quickly reforms could be achieved, and ensuring that members of other committees understood the role of the representatives. Benefits included easy access to the perspectives of patients, users and carers when developing the strategy, policies and processes of the Pilot. Representatives proved to be eloquent advocates, and played a part in the success of the Pilot in winning some prestigious awards.