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How we will involve you

Our principles for communications and engagement

As a CCG we have set out some key principles for how we will communicate and engage with the public. We will make best use of existing communication channels and products, both in NHS organisations in Norfolk and Waveney, and in partner organisations, such as working with colleagues in the local county, district and borough councils. The principles that will underpin our day to day work are set out below.

How we will communicate and engage is set out in our communications and engagement strategy.

We work in partnership with our other health and local authority colleagues as part of the Norfolk and Waveney Sustainability and Transformation Partnership. As part of this work we have developed a joint communications and engagement strategy for the Norfolk and Waveney STP system which is available on the Healthwatch Norfolk website.

We have also developed an annual report on patient participation and engagement which sets out how you have helped us to shape local healthcare services.


Being open and accountable


  • Being open, honest and accountable and explaining the reasons for what we do
  • Responding to questions promptly and fully


  • Having a clear, easy to recognise corporate style or ‘brand’ in all we do
  • Working in partnership with other agencies to plan and coordinate communication
  • Internal communications support our staff to engage effectively with all our partners, stakeholders and the public
  • Promoting our achievements and building credibility and trust in our work and the services we commission

Planned and focused

  • Communication and engagement work supports our strategic objectives
  • Communications are inclusive to all members of our population
  • Making sure that the CCG has the appropriate communication skills and expertise to deliver


  • Internally and externally, encouraging feedback at all levels and showing where services and systems have changed to reflect this
  • We are a listening organisation

Clear and Caring

  • Using clear language in plain English so that everyone can understand what we are saying (translated when required)
  • Being sensitive and respectful to the needs and aspirations of others
  • Avoiding jargon and acronyms

Timely and targeted

  • Making sure we reach the right audiences at the right time, and ensuring what we do is accessible to those receiving it

Cost effective

  • Using the resources available to us prudently to deliver best value


  • Using communication and engagement consistently with clear, strong messages, often over a period of time to achieve impact
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Beccles House
1 Common Lane North
Beccles, Suffolk
NR34 9BN
01502 719 500
01502 719 874
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