You said, we did

We shall be using this section of the website to publish a selection of the feedback on local NHS services that we receive, together with your comments on other aspects of the work of the CCG. We are always happy to hear your views and the purpose of this page is to let you know what we are doing in response.

Don’t forget you can send your views to us directly by using our online feedback form.

Each year we publish our "Listening To Patients" engagement report - this sets out, in one place, how we have engaged with local people, and what has happened as a result of that engagement. You can view the reports for 2014/15, and for 2015/16, and our latest report for 2016/17.

Some specific projects are listed below:

Service

Our five year strategy (a plan for improving local NHS services over the next few years)

How you told us

You have been helping us decide on the priorities for our new five year strategy. Patient participation groups, our partners, GP member practices and Healthwatch have all helped us shape the proposals.

What you told us

You told us you wanted to be more in control of your care, have more control over the decisions made and not to have to keep repeating your story each time you see someone new. GPs wanted to see health and social services working more closely together, better technological solutions to the way information is stored. You can read more by clicking here. 

What we are doing

We're currently finalising our strategy and this will be published in June. It will have four main priorities and you can find out more by clicking here to read a summary of the discussions we had with various people.

Service

Life Channel (TV screens in surgery waiting areas)

How you told us

We recently ran a survey in local surgeries and online.

What you told us/asked us

Can we see more variety on The Life Channel?
Many of you like the service, with 95% saying it was a good way to get information across to patients. We had some good ideas for topics to feature, including information for patients with diabetes and information for children too. Many of you would also like to see a wider range of information, for instance from other public services, like libraries.

What we are doing

We are talking to the Life Channel company about how we might develop some of these ideas. We will also talk to our colleagues at Portsmouth City Council to see if there is content that we can share, particularly around healthy lifestyle information.

Service

GP surgeries

How you told us

We ran an event recently for representatives of local surgery Patient Participation Groups  and one of the things we talked about was what are the things you would expect to see in an excellent GP surgery.

What you told us

Urgent appointments, a wider range of local services, using the right professional for the right condition.
Some interesting themes came out of the group discussions – not surprisingly people want to know that they can have access to an urgent appointment when they want one and think there may be scope to better use other roles, such as practice nurses more effectively to free up time for GPs.

What we are doing

This was a really useful first meeting of this network and the feedback from it has been summarised and given to members the Governing Board to consider.

Service

111

How you told us

Question at a Governing Board meeting held in public.

What you told us

The link between 111 and Out of Hours needs to be improved…
A number of respondents to a recent local Healthwatch survey expressed dissatisfaction of some kind about the service they had received. A local mum queried why she had been referred via 111 to an out of hours GP inappropriately.

What we are doing

A range of improvements have been put in place and will continue to be done in response to feedback about the service. This includes the 111 service now being able to make booking for Out of Hours service visits directly – this avoids having to pass the call to the Out of Hours service and avoids a second delay in the process. It also needs to be recognised that if a call is classed as non-urgent then it will receive a slower response time.

Service

New services

How you told us

Comment at a Governing Board meeting.

What you told us

Information is needed to explain new services and ways of working.
No-one really understands how things now work and who does what and how people can effectively access services.

What we are doing

There is a lot of information available through local and national campaigns and it is recognised there may in fact be too much and the message is not simple enough. However patient surveys tell us that in times of need patients do not think about options and go straight to ED when this may not be the most appropriate option for them. The Keogh report recommends phone 111 first and then go where directed. The simple message about accessing services urgently should be “if in doubt, call 111”. We published a 12-page A4 colour guide What to know…and when to go which was distributed city-wide, including all GP practices and major public buildings, which is also available to download on our website. This was a guide to everyday health services that people may need in a hurry. We have also produced several short videos with the messaging starring a fictional character called Ed. These have received 15,000 viewings in the first few weeks. The videos are available on our website and via a Facebook page which we also set up. We have also taken out campaign advertising on Wave FM – the most listened to radio station in our area.

Service

Falls

How you told us

Through feedback, a survey and user group engagement focus groups.

What you told us

Whilst much of the care given to people who suffer a fall was good, there were areas that could be improved.

 What we are doing

We have now spoken to patients – in person, and by distributing a survey – to get a better idea of precisely how things could be improved, and we are now looking to use that feedback to improve care.

Service

IVF

How you told us

Via an on-line survey during a Hampshire-wide engagement process.

What you told us

You said that, although funding IVF treatment wasn’t a priority for the NHS, you would nonetheless want access expanded.

. What we are doing

 

We did make a decision to fund up a maximum of two embryo transfers for eligible women, rather than the previous maximum of one.

Service

Commissioning priorities

How you told us

Around 70 people came to our Annual General Meeting in October – it was great to see so many people there. You may be interested in this document that summarises the feedback we collected from the event, which looked at the CCG’s commissioning priorities and also the national Call to Action initiative.

What you told us

One of the most informative parts of the meeting was a quick exercise we did to gauge people’s opinions on key commissioning priorities – integrating GP, social and community care more closely came out as a key priority for you, as did putting more emphasis on prevention. Page 9 of the document has more.

What we are doing

The feedback we received will help us in the planning work we need to do in reviewing our commissioning strategies for next year. It also provides us with some information to pass back to NHS England in support of the Call to Action work.

 

 

 

 

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