Terms of reference Service user representative(s)

11 AUGUST 2017

On behalf of Tower Hamlets Together and University College London (UCL) this document summarises the specification to commission service user groups or individual(s) to co-design and co-produce an evaluation of the vanguard programme.

Tower hamlets Together


Tower Hamlets Together

Tower Hamlets Together (THT) is a partnership of local health and social care organisations with an ambition to improve the health and wellbeing of people living in Tower Hamlets involving:

  • Barts Health NHS Trust
  • East London NHS Foundation Trust
  • London Borough of Tower Hamlets
  • Tower Hamlets Clinical Commissioning Group
  • Tower Hamlets Council for Voluntary Service
  • Tower Hamlets GP Care Group

The partnership of the provider organisations has been in place for some time and was previously known as ‘Tower Hamlets Integrated Provider Partnership’ (THIPP). THT is also aiming to build on the strong links that already exist with the voluntary sector, community groups, local hospices and other parts of the public sector that are key in supporting the needs of Tower Hamlets residents.

In 2015, Tower Hamlets was awarded ‘Vanguard’ status by NHS England (NHSE) and is leading on the development of innovative new care models as a multi-speciality community provider, from which other parts of the country can then learn. Funding to support this is now in place for 2017/18. In April 2016, Tower Hamlets CCG announced that the provider partnership of THT was to become the new provider of community health services in the borough. This will enable even better coordinated care to local people outside of traditional hospital environments. Although THT is made up of a number of different partners, they strive to develop a shared culture which provides person-centred, coordinated care to everyone.

THT outcomes and purpose

THT is delivering an ambitious programme of transformation and eight workstreams have been established to support this:

  • Strategic system transformation covering outcomes, finance and organisational form
  • Model development and delivery for adults, children and population health
  • Enablers to support workforce and organisation development, IT and estates
  • User engagement, involvement and communications to ensure the voices and experiences of residents, service users, carers and other stakeholders both underpin and drive the work

Evaluation of the vanguard

The evaluation is led by Mirza Lalani (UCL), a Researcher in Residence under the line management of Martin Marshall, Professor of Healthcare Improvement at UCL, Programme Director for Primary Care at UCLPartners and a GP in Newham.

The vanguard team requested a local evaluation to complement and draw on the resources of two large scale evaluations which have been commissioned nationally by NHSEngland. The evaluation is expected to have a formative orientation, helping the participants to achieve their objectives using both qualitative and quantitative data. It is also expected to have a summative orientation, exposing the extent to which the objectives are achieved. The evaluation will therefore focus on both care processes and outcomes, as well as the wider context. Further key aspects of the evaluation are outlined below:

  • In addition to the overall evaluation of the MCP, additional evaluation support has been allocated to the Neighbourhood Care Team (Buurtzorg) programme.
  • The evaluation builds upon the recent evaluations of similar local initiatives, including the researcher-in-residence evaluation of the WEL tri-borough integrated care programme, delivered by the Improvement Science London team.
  • We expect the evaluation to produce both new local evidence and evidence that is more broadly generalisable and published in peer-reviewed journals.
  • The evaluation should build local capacity and capability for critical evaluation and thereby have a sustainable impact on the wider community.

A total of 18 months will be assigned to fieldwork, data generation and analysis and write-up. The evaluation will explore three main aspects related to the vanguard these are;

1. Involvement and engagement of patient and public representatives or groups: Working with patient and public representatives or groups on how best to assess their experience of Tower Hamlets Together programme services.

2. Implementation: Studying implementation is key to understanding the success or otherwise of the THT programme. In particular, it is essential to engage front line practitioners and service users, challenging their values and norms and then changing their behaviours.

3. Partnership working: Partnership working is the key enabler for the success of the vanguard initiative. This operates at the level of the organisational partners (the extent to which they work together strategically) and at the level of the staff at all levels of each organisation working as members of multi-disciplinary teams.

The wider evaluation of the THT vanguard will be conducted through a process of co-design using participatory approaches and research methods such as participant observation of meetings, interviews, focus groups, documentary analysis and analysis of field notes from informal discussion. The co-design component involves the researcher (ML) and members of an Evaluation Steering Group (ESG) comprising representatives of the various vanguard partners as well as one or more individuals representing service user groups. Together the ESG will design and interpret the findings

of the evaluation as well as providing substantial contributions to internal and external outputs such as reports and academic publications.

Requirements of the role

The service user representatives are expected:

  • To be active participants in the evaluation including members of the ESG.
  • To be responsible along with the researcher for all aspects of the service user component of the evaluation.
  • To be responsible for study design (inc. recruitment), data collection and analysis, interpretation of findings relating to the service user/carer/citizen experience of accessing and using THT services from across the health and social care spectrum in Tower Hamlets.
  • Contribute to report and academic paper writing.
  • Maintain confidentiality and comply with data protection requirements.
  • Provide regular updates as requested by the researcher and/or ESG.
  • Provide evidence of a satisfactory DBS assessment.

Person(s) specification

Essential and desirable criteria for the role(s) are listed below:


  • Experience of having worked with patients/service users and carers.
  • Current or previous employment in either a paid or voluntary capacity as a PPI/service user representative or equivalent.
  • Experience of involvement with PPI networks and recruiting patients, service users and carers for participating in evaluations or research studies.
  • Experience of using qualitative methods; designing tools and undertaking interviews and focus groups as well as analysis of qualitative data.
  • Good understanding of written and spoken English.


  • Experience of using qualitative data management software such as Nvivo.
  • Knowledge or lived experience of the THT vanguard and integrated care initiatives more generally within Tower Hamlets.
  • Some experience of designing and administering patient surveys.


On a monthly basis the researcher and appointed individuals will report to the THT User and Stakeholder group. This will provide a key feedback mechanism and links to the wider programme.

On a two monthly basis the individuals will report to the ESG as outlined above.

Conditions of appointment

The service user component of the wider evaluation require the appointed individual(s) to be sub-contracted on a self-employed basis to University College London. The appointment will be from August 2017 for a period of 12 months. The role will be paid at Band 3/4 and considers individuals interested in working within the regulations for Permitted Work of the Department for Work and

Pensions. The number of hours allocated to the role will be dictated by workload but should not exceed more than 6 hours a week.

For further information about the evaluation or appointment please contact Mirza Lalani (m.lalani@ucl.ac.uk) or Michael Keating (Michael.Keating@elft.nhs.uk).

To apply for the role(s) please email your CV and a brief covering letter outlining how your skills and experience meet the criteria listed above, to m.lalani@ucl.ac.uk.