You said, we did

Our CCG receives a huge amount of feedback from local people - including compliments and complaints about services, views expressed during consultation and engagement programmes, feedback from patient groups and representatives, and a host of informal methods as well.

This feedback gives us a huge resource of useful information - it helps us to know when the local NHS is getting things right, when we get things wrong, and where we might be able to improve the experience of people using local services.

On this page we have set out some of the key pieces of feedback we have heard, and how the CCG responded during 2018/19.

You said...

We did...

Primary care services can be hard to access, and patient online services are not always well promoted or easy to use

The CCG has been helping practices to adopt and promote such facilities, for example e-consult, and will continue to do so.

People have repeatedly told us that services are not joined up, and that they only want to have to tell their story once.

The CCG has supported all city practices to adopt the same IT system for recording and storing patient information. This system is also now used by the city’s main provider of community and mental health services, and social services will soon follow suit. This enables city health and care services to offer patients a far more joined up approach.

We have heard that people have experienced increased waiting times for audiology, in particular micro-suction and fitting of hearing aid services.

The provision of audiology will be subject to review in the near future.

When we have engaged with people who live with long-term conditions, they frequently tell us that services are not well aligned, that there is duplication and waste, and that attending numerous appointments is burdensome and inconvenient.

The CCG is working with partners to pilot a new ‘hub’ for some city residents living with diabetes or respiratory illnesses. The hub is intended to consolidate support into a more convenient system for patients, improve patient education, and enable people to better manage their conditions.

When we talk with people with long-term conditions, we hear that people often feel that the NHS does not consider the impact of being diagnosed with such illnesses on their mental health.

See above. The ‘hub’ being trialled from 2019 will place services to promote mental and emotional wellbeing alongside physical health services.

Discussions with people living with mental health problems have told us that people are often unsure where to go for help, or find it difficult to reach out for support.

In 2019 we are on track to open a new centre offering both clinical and peer support to people struggling to live with life’s stresses. There will be group and one-to-one support, via both booked and drop-in sessions. The intention is to provide an easily accessible, welcoming place where people feel encouraged to seek help.


More information about the work we have done to respond positively to the feedback we receive can be found elsewhere on this website - you can view our latest annual "Listening to Patients" engagement report here. Reports from previous years are available on our Information for Patients page, and you can also view our latest Annual Report 2017/18 which sets out our engagement activity in that year (Section 1.13, page 33 onwards).

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


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