You said, we did

Listening at our Quality Conference This page contains information on what we have been doing with the feedback we have received from our local people, and how it is changing the way we do things.

Visit our get involved page to find out more about how you can pass on your feedback.


You said

We did


At engagement events between July and December 2017, a large number of people told us that they weren’t aware of some of the options available to access GP appointments such as e-consult, online booking, telephone consultations and the GP hubs throughout the city. An engagement programme has been started on access to GP appointments and more information has been produced about the hubs – including more information on our website and social media.

In October we held a Healthy Communities Event which centred on the theme of how we can support communities and how communities can support the NHS of the future. Over 160 people attended, including twenty one organisations taking part in the exhibition which preceded the main event.

Following the workshops and feedback we received from the event, we are taking forward a number of actions. Some of these are highlighted below but the full report can be viewed on our website.

  • There is a considerable amount of interest in setting up more, stronger patient participation groups (PPGs) across the city. We are working with Healthwatch Southampton to give more support to PPGs. In November 2017 we met with a number of PPG chairs, practice managers and GPs to develop plans to establish a PPG network in 2018.
  • To continue our engagement with the community, we are planning further community roadshows across the city, following the success of the project in spring 2017.
We improved partnership working by giving businesses and the arts a prominent role in the event, ensuring a range of our providers and notable community groups ran exhibition stands, and working closely with Southampton City Council for the ‘bridging the gaps’ workshop. Relevant feedback was also shared with our partners.
Our Patients Forum meets bi-monthly and is kept up to date with developments in the CCG. The forum is a consultative group and our senior commissioners attend the meetings to discuss their various programmes of work to seek feedback and ensure service user involvement in planning and improving services.

Recently the group were involved in:

  • A consultation on prescribing in primary care being run by NHS England - feedback from the group has been incorporated in the response to NHS England
  • Plans to make best use of our community hospitals – the group will continue to be involved as this project develops
Our Communications and Engagement Group and the Consult and Challenge Group have also been involved in plans around the future of enhanced access to primary care services in the city (access to GP appointments between 8am and 8pm seven days a week).

Four members of these groups will now be part of the procurement panel for the enhanced access service.

The Consult and Challenge Group, which is a group run by service users and carers, also helped to develop an easy-read survey for people with learning disabilities to have their say.

Our community engagement officer regularly visits groups and small organisations across the city to promote local health services and to listen to any concerns and feedback. One of the main themes of the feedback, which was also picked up during our health roadshows across the city, was a lack of knowledge about different ways to access GP appointments.

We will continue to raise awareness of the different ways of accessing GP appointments (e.g. booking appointments and ordering prescriptions online, evening and weekend appointments and online consultations) during our regular communications and engagement work in the city.

A community engagement event is also being planned for October 2017 and one of the main focuses will be on primary care (GP services).

Consult and Challenge is a group run by service users and carers, who are ‘Experts by Experience’. The group was originally set up to help disabled people to have a greater involvement in the design, creation and improvement of the local services that affect them.

Consult and Challenge now run monthly meetings supported by the CCG, and in the first half of 2017 the group discussed personal health budgets.

An information leaflet about personal health budgets is now being updated following feedback from the group. We will add the leaflet to our website when it is available. 
Members of our communications and engagement group discussed that it would be useful to have screens in GP practice waiting rooms to show health messages.   Some practices in the city do already have waiting room screens for sharing messages, and we will offer support to those without screens. 
At engagement events between January and March 2017, some of the key themes included:
  • Concerns about managing long term conditions such as diabetes
  • Access to GP appointments in the evening and on weekends
  • Low levels of uptake of cervical screening
To address these concerns:
  • Diabetes UK and a local diabetes team attended sessions to offer advice and information
  • We will publish more information on our website about GP appointments in the evening and on weekends and also share this with service user groups, voluntary and community groups
  • A cancer screening communications campaign is underway to raise awareness of the importance of attending screening

During our health roadshows across the city, which started in February 2017, we listened to experiences of local health services and shared advice about the services available. 

One of the common themes was a lack of clarity around 0 – 2 year olds attending the Minor Injuries Unit (MIU). 

We fed this back to the provider of the MIU service and they will be issuing new materials to ensure that local people know that 0 – 2s can attend the MIU. The provider is also looking to expand x-ray services for those under 2. 

Consult and Challenge is a group run by service users and carers, who are ‘Experts by Experience’, and possess a wealth of knowledge on their own requirements and capabilities. 

During the last quarter the group have focused on issues for patients who receive Continuing Healthcare. The Continuing Healthcare team have a range of policies that are either in development or already exist and are being reviewed. 

One of our Continuing Healthcare policies, the Choice and Equity policy, was rewritten to reflect feedback and suggestions made by the group and it has now been approved by the Governing Body.



At local engagement events we attended, between July and September 2016, local people told us that they would like more information on:

  • Mental health support available in the city
  • How to treat minor illnesses at home
  • Support available for older people
  • An information sheet has now been produced with details of all the mental health support services available in the city. This has been distributed to community groups, councillors and support groups.
  • A series of roadshows will be taking place to distribute information about treating minor illnesses.
  • We have produced an information leaflet about Better Care Southampton, a joint initiative between the CCG and Southampton City Council, which is based on the vision of health and social care working together with communities for a healthy Southampton. The leaflet gives more information about the work we're doing and what this means for older people in the city. A copy is available on our website and is being shared with community groups across the city.

We have recently been working with local GP practices to increase the uptake of cervical screening in BME communities.

A Women’s Health and Wellbeing Committee has now been established among the community and they have arranged an awareness session at a local Gurdwara in October.
Our Community Engagement Officer regularly visits groups and small organisations across the city to promote local health services and to listen to any concerns and feedback. It was brought to our attention by a local support group that there was not enough information about what to do in a mental health crisis.

Our Senior Commissioner for mental health services ensured that the support group had up to date information so that they could offer help to those seeking their support. We have received a letter from the agency expressing how helpful this has been. 

We also have a page on our website.

We were contacted by the local bowls club who were interested in offering bowls sessions to people who might be lonely and isolated and would benefit from the social aspects of bowls as well the exercise. We have been able to link the bowls club to our Community Navigators to make referrals (Community Navigators help to connect people to the support available in their community), the Saints Club have designed a pre-bowls warm up session, there is now information at the club to encourage volunteers and a funding bid has been completed to buy a shed for the club!
The results of a survey about local health services told us that there is a lack of awareness of the mental health services and support available in the city.
Further results of the survey are included on page 13 of our April – June 2016 Patient and Public Engagement Report
We gathered further views on mental health services in the city during our Mental Health Matters consultation and this feedback will help to shape future services in the city.


You wanted to know more about the alternatives to the Emergency Department (A&E).  We developed our Think First booklets with information about urgent care and other health services and sent a copy to each household in the city along with distributing to GP surgeries, community venues and top city employers. We also visited locations across the city with our Winter Health Roadshows to give advice and information in person.
You wanted to find out more about how we select providers for health and care services in the city (procurement).

We arranged for local people who expressed an interest in the process of selecting providers to have procurement training. During the training the process of procurement (selecting care providers) was described with colleagues from the CCG and NHS South of England Procurement Service (who oversee all procurements to ensure they comply with regulations) in attendance to answer any questions.

Members of the CCG Communications and Engagement Group were also involved in the recent procurement for the local Minor Injuries Unit.

If you would like to find out more, please contact Dawn Buck

Your website needs updating. In early 2015 we launched a new updated website developed with patient involvement. Get in touch and let us know what you think of our new site!
You told our Engagement Team about concerns within the Asian community in Southampton about vitamin D deficiency.  Jill Ghanouni, our Community Engagement Officer, raised this with partners in the community. A local voluntary organisation together with one of our city practices have now developed a local campaign to help raise awareness and improve vitamin D levels in black and minority ethnic (BME) communities.
You told us that the NHS complaints system was too difficult to navigate.

As a result of your feedback, we introduced our Patient Experience Service (PES) in April 2014. Now, if an enquirer contacts us, we will do our best to deal with the query ourselves or make the necessary arrangements for the relevant organisation to provide a response. 

Visit our Compliments, Comments and Complaints page to find out more and get in touch with the team.

You raised concerns to our Patients Form about how to make a comment or complaint to local health providers. Our Forum members and Patient Experience Team are now working with providers to simplify the process and we have also developed an Easy Read version of our Patient Experience leaflet.
When we spoke to you about local diabetes services, you said you wanted improved communication between your GP, community and hospital care.

We have developed a new model of diabetes care, focused on receiving treatment in your GP practice, and specialist training will be delivered to practice staff

Find out more about our diabetes survey and engagement exercise from 2013/14 and how we are acting on the feedback. 


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