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You Said, We Did

It is important for NHS West Cheshire Clinical Commissioning Group to be open and transparent about how your feedback is processed and how it helps to inform our work and commissioning decisions.

Following a series of discussions and workshops dedicated to reviewing the clinical commissioning group’s approach to Patient and Public Involvement, a clear message was received that we needed to be clearer about how the feedback we receive is used.

In response, we developed our You Said, We Did Framework (below), which simply illustrates the many ways feedback is received and how it is used to help inform and influence our work.

 

An annual You Said, We Did event is also held, as part of an internal assurance process, to enable programme teams to showcase how their programme utilises patient experience data and information, including highlighting what has changed as a result.

You Said, We Did examples

You Said

We Did

The CCG does a good job of involving people in its work – but it needs to get better at letting people know what happens to their feedback and what changes as a result. Source: Workshops to review the CCG's Patient and Public Involvement. We organised a number of workshops to review our approach to patient and public involvement. Using this feedback, we developed a You Said, We Did framework to illustrate the many ways in which we receive patient feedback and how that feedback is used to help inform and influence our work. We also developed this dedicated You Said, We Did section on the CCG website.
The General Practice Extended Hours service is West Cheshire’s “best kept secret”. Source: Public challenge at AGM. We organised a number of "task and finish" groups - involving patients and GP practice staff - to recommend approaches for promotion. Using this feedback, we subsequently launched a high-profile promotional campaign to raise awareness of the availability of blood tests, GP, nurse and physio appointments in the evening and at weekends. The campaign encompassed:
  • Articles in the local press
  • Outdoor advertising
  • Article in Cheshire West and Chester Council's Talking Together magazine
  • Promotion in GP practices and at the Countess of Chester Hospital
  • Online promotion
The CCG’s website can be difficult to navigate around. Source: Feedback from Councillor on Cheshire West and Chester Council People Overview and Scrutiny Committee. We conducted an in-depth review of our website and worked to make the necessary improvements. A simpler structure was introduced to aid navigation. A new-and-improved “Listening to You” section better details the breadth of the CCG’s engagement activities and offer to patients.
Over-the-counter medicines should not be prescribed for short-term minor ailments. Source: Feedback from range of forums. We launched a public consultation and subsequently introduced a new policy which removed medicines such as paracetamol from routine prescription for people with short-term minor ailments.
There needs to be more emphasis on preventing and managing ill-health – particularly for our children. Source: Feedback from range of forums. We worked with partners Cheshire West and Chester Council and Active Cheshire to launch the Smile for a Mile programme in local primary schools to encourage local children to walk, jog or run a mile a day. We also worked with local children and young people to develop four innovative self-care help sheets to help empower children and young people to manage long-term conditions better.
It is not always possible for people to attend the CCG's meetings in public, such as the Governing Body. Source: Individual patient feedback. We decided to invest in webcasting our bi-monthly Governing Body meetings to enable more people to access the discussions and decisions and to encourage greater public involvement in the decision-making process.
Care home residents and their families shouldn’t have to repeat their story when they are admitted to hospital. Source: Feedback via Patient Experience Team. We worked with the Countess of Chester Hospital to introduce the Red Bag Passport scheme. Now, every care home resident who is admitted to the Countess of Chester Hospital receives a red bag to safely store personal items such as glasses, hearing aids and mobile phones as well as important medication and patient notes such as the patient passport and “This is Me” booklet.
People need to be able to better understand the CCG’s work. Source: Feedback from range of forums. We now publish an annual booklet called Our Savings Plan to highlight the financial challenges facing the local NHS and the initiatives highlighted to help bridge the gap. Our Savings Plan is published on our website and hard copies are shared at our AGM and at a wide range of patient forums throughout the year. Progress against Our Savings Plan is reported to Cheshire West and Chester Council’s People Overview and Scrutiny Committee.
More needs to be done to tackle medicine waste. Source: PPG Chairs forum. We asked medicines managers at local GP practices to contact patients to check whether they still needed their medication. Scores reported that they didn’t. This work is supported by our ongoing What a Waste campaign, which calls for help from the public to reduce medicine waste.
There should be more support to assist the development of local Patient Participation Groups (PPGs). Source: PPG Chairs forum. We promoted a Maturity Model – developed by a local PPG Chair – which enables patient groups to both assess their current activity and highlight key areas for improvement. The model, which is also being used as a tool to encourage peer support, has since been shared more widely as an example of best practice.
We know Blacon in Chester is affected by health inequalities but need to be able to evidence this to help guide the work of local patient groups. Source: Blacon Health and Wellbeing Partnership. We extracted statistics from more than a dozen sources to help build an “If Blacon was a Village of 100 people” profile. This is now being used by local patient groups – including Blacon Health and Wellbeing Partnership – to identify and progress key priorities for action.