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


The Communications and Engagement Group commented that many women fear cancer screening appointments and there is reluctance to talk about this to male nurses/doctors.

The group’s discussions around cancer screening fed directly in to CCG’s engagement plan for 2019/20.

Our Communications and Engagement Group had queries over how Primary Care Networks (PCNs) will function and not duplicate or replace good work in existing clusters.

The group’s concerns around PCNs were shared with the CCG Primary Care Team

The Southampton City Patients Forum group spotted some issues with the implementation of a ‘Spot the signs and speak out’ safeguarding adult’s campaign.

The CCG and Southampton City Council used the feedback from the group to help inform the posters, literature and new website for their new Spot the Signs campaign.  This campaign raises awareness of how to report abuse of adults.

Our Consult and Challenge Group fed back on local NHS plans to promote staying well over winter. The group decided that GP Hubs should be a priority.

The CCG invested in a publicity campaign to promote this service, including external advertising.

Our Communications and Engagement Group helped advise Southern Health NHS Foundation Trust on a piece of engagement it is due to undertake relating to the location of mental health wards in Hampshire.

The feedback from the group was used as part of Southern Health’s engagement on mental health beds and the Crisis Lounge.

At the Mela Festival there was an apparent lack of awareness of GP appointments in evenings, weekend and bank holidays; difficulties in getting GP appointments.

The CCG increased promotion of GP hubs in the city and undertook a GP estate and accessibility review. This review started in the east of the city in autumn 2019 and concludes in spring 2020, before commencing in the central and west localities.

Patients queried about changes to repeat prescriptions.

The CCG asked patients to review the literature promoting the changes.  More information can be found on our website here:

Patients voiced concerns about the future of GP surgery locations in the east of Southampton.

The CCG has started a GP estates review which is looking into primary care estate starting the east of Southampton.  We will be engaging with patients throughout January 2020 to hear their views.


At the University of Southampton fresher events we were asked a number of questions by international students about how to access NHS services.

We put together a factsheet to share with international students and universities to explain how students can access NHS services. More information can also be found on the website.

We have been told there is not enough information about NHS services in the city and not enough people know where to go.

In winter 2018/19 the CCG is running its biggest ever marketing campaign to promote services to help you stay well in the winter.

This includes a leaflet door drop to every household in Southampton. You can download the leaflet on our website.

We have also promoted Southampton services available in the winter, such as our GP Hubs, pharmacies, Minor Injuries Unit and NHS 111 on buses, in St Mary’s Football Stadium, Marlands Shopping Centre and using paid advertising on social media. 

Our Communications and Engagement Group helped us to co-create our winter marketing campaign, coming up with ideas of what and where to promote throughout the winter.

Our Consult and Challenge group thought that people with learning disabilities may find it difficult to complete our extended access to primary care survey, which was part of our engagement as we went to procurement for a new service.

We created an easy read version of the survey, working with the local Learning Disabilities Partnership Board and Busy People group in Southampton. The survey can be found on our website: Going to the doctors surgery - Easy Read Survey.

Southern Health NHS Foundation Trust then supported the CCG in sharing the survey with people with learning disabilities in the city. The results from the survey can be found in our Patient Insight report for quarter two of 2018/19.

Our Consult and Challenge group felt their leaflet designed to encourage new people to join the group was out of date.  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. The group was originally set up by Southampton City Council 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 and supported wholly by the CCG.

The CCG’s Communications and Engagement team ran woprkshops in the December 2018 and January 2019 Consult and Challenge meetings, to allow group members to co-produce a new leaflet.  The leaflet is currently in draft and once completed will be shared at events by members of the Consult and Challenge group.

The CCG is also looking into creating an easy read version of the leaflet.

We have been told there is not enough information about NHS mental health services in the city, particularly for students.

Mental health services form half of our new services information leaflet, which is being delivered to every household in Southampton. This will help to promote what someone should do in a mental health crisis and what services are available to people suffering from anxiety and depression. 

We also ensured we had materials about Southampton mental health services in the information we shared with new university students in Southampton, during freshers events at both universities.

All of our patient groups have encouraged us to support the development of Patient Participation Groups (PPGs) in GP practices in the city. 

We are now working with Healthwatch Southampton to create a PPG Network. We have attended neighbouring networks to learn more about what can be achieved.

The CCG carried out an audit of PPGs in the city to understand which GP practices had an active PPG which regularly met, which practices have a virtual PPG and which practices do not currently run a PPG. This audit work meant the network, supported by Healthwatch Southampton, could target practices with support to create a PPG.

The CCG has promoted the value of PPGs to practice staff and at our Healthy Communities stakeholder event, which took place in November 2018, Ken Hann, the chair of Bath Lodge PPG, spoke about how they created a PPG and how it has since flourished. 

Our Engagement Officer also regularly attends PPG meetings and is a part of the Southampton PPG Network.

Members of black and minority ethnic communities in Southampton told us they do not have enough information on how to stay healthy.

Throughout 2018, our Engagement Officer helped to run a number of diabetes and health workshops across Southampton. At:

  • the Hindu Vedic Society Temple,
  • Abu Bakr Mosque
  • Medina Mosque
  • Polish Community Church
  • Lordshill

She worked with a specialist diabetes consultant and a specialist heart consultant to run a range of health and wellbeing seminars in places of worship.

The events included presentations on heart health and risk of diabetes in BME communities. A nutritionist also presented on the impact on health of poor lifestyles, lack of exercise and the benefits of good nutrition on health.

After presentations, ‘health stations’ were set up for people to have their waist, height and BMI measured, finger prick testing for blood sugar levels, blood pressure checks, one-to-one nutritionist advice and an opportunity to share individual concerns and complaints to the CCG’s patient experience service. 

This piece of work targeted venues with a significant congregation. We estimate the health and wellbeing seminars were attended by 600 people in total.

At the annual Polish Family Fun Day event, people told us they did not fully trust the NHS and were not aware of the services it offered.

Our Engagement Officer has set up a number of NHS phone-ins on Unity 101, a local community radio station, on its Sound of Poland programme.  This is a Polish language programme and the CCG ensured translators were made available for guests.  The topics of these programmes have included cervical cancer screening, TB and flu vacinnations.

The CCG has also helped to set up a diabetes and heart health workshop for the Polish community (see above), and invited local providers such as Care UK to attend and promote their services.

We are also now arranging the translation of our new services information leaflet.

At our Healthy Communities workshops in both October 2017 and November 2018, attendees fed back that the CCG needed to work with every community in the city.

Following this feedback, the CCG has informally identified areas of the city which we need to increase our activity.  One area where we wanted to raise our profile and engagement work was in the Lordshill and Shirley Warren area of the city (known by Better Care Southampton as ‘Cluster 2’).

We helped to set up the first of a series of engagement events with the congregation of Lordshill Church, with Rev. Chris Knights following a Sunday service. Our Engagement Officer arranged stalls with the Alzheimer’s Society and Carers in Southampton.

Our Engagement Officer is continuing this work in 2019 and has been promoting the Local Solutions Group for Cluster 2 during an event at Sainsbury’s Lordshill in February 2019.

The CCG is planning a more formal audit of engagement activity in 2019.

We have been told that there are not enough hearing loops in Southampton GP practices. This means people with hearing loss, or those who are hard of hearing, find GP appointments difficult.

In August 2016, the NHS launched the Accessible Information Standard (AIS), which are legally binding specifications designed to ensure all organisations offering NHS and publically-funded adult social care offer accessible services for all.

The CCG supported an audit of hearing loops in our GP practices led by the Let’s Loop Southampton campaign group, which is supported by Healthwatch Southampton.

Following its report back to the CCG, which identified that 24% of our GP practices were not fitted with a hearing loop, the CCG committed funding to support practices to buy and install new hearing loops.

The CCG also invited the chair of Let’s Loop Southampton to speak at our Healthy Communities workshop in November 2018, which was attended by 150 people.

We are told that people find it difficult to book an appointment with a GP.

The CCG has its GP Hubs service in the city, which means appointments are available in evenings, weekends and bank holidays. During 2018 the CCG also carried out a procurement process and we are delighted to announce that Southampton Primary Care Limited will be taking on a new contract to deliver ‘Extended and Urgent Primary Care Services’. This is due to begin in June 2019.

The CCG also found that not enough people were aware of the GP Hubs services, following feedback from our patient groups in the summer of 2018.  Therefore promoting the GP Hubs has formed a central part to the CCG’s winter marketing plan.

Our Communications and Engagement Group wanted to find out more about social prescribing, its role and what more could be done in the city. A new Community Navigator service is being commissioned and is currently out to procurement (as of February 2019).
Our patient groups did not feel confident enough to promote new services in the city, particularly around technology.

We carried out an e-consult training session for our Consult and Challenge volunteers.

We identified members of our Communications and Engagement group who would like to be trained up to use the new GENIE tool.  This has been built by the University of Southampton and is an online tool designed for complex issues, both medical and social, to improve and support wellbeing. Based on the persons interests it will find local groups and events that are available near them.

We also asked a Senior Commissioning Manager to attend our Consult and Challenge group to explain the role of the Southampton Information Directory and how it was now easier for groups to update their own information.


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.