In response to the COVID-19 pandemic, rapid change was implemented across all levels of the London health and care system. These changes were an essential part of the NHS’ ongoing response and recovery, but they also presented opportunities for new policy directions. We undertook this dialogue and deliberation to explore Londoner’s attitudes towards, and experiences of, the recent changes and their expectations in relation to future measures and the associated dilemmas and trade-offs. 

Over six virtual workshops 60 Londoners deliberated in depth the challenges and opportunities facing the NHS, supported by clinicians from across the NHS in London. Participants were recruited from across each STP/ICS area and to reflect the diversity of London. Supported by National Voices, Healthwatch and numerous advocacy groups we also conducted interviews and a sense-check workshop to capture the views of marginalised communities and those worse hit by the pandemic.

The output of the engagement was an informed and considered set of expectations to guide future planning around key areas, such as elective and planned care, virtual appointments, and access to urgent and emergency care. These were well-received by the London region executive team and programme directors, with a review 1 year later demonstrating significant change and alignment to the expectations set.