Collecting patient feedback is extremely important, but what's even more important is ensuring that the feedback is not only listened to, but acted upon as quickly as possible. 

This 'you said, we did' approach to engagement and public interaction is embedded throughout Swindon CCG, with the organisation committed to informing local people of how their views and opinions have influenced change. 

Recent examples of when a patient's feedback resulted in a change being implemented can be seen in the table below. 

You said

 

We did

     
We were told that it was confusing and unclear for patients to understand the role or purpose of the Patient Advice and Liaison Service.   

The service was given a new name that better described its function: the Patient Advice and Complaints Team. 

     
People with learning disabilities told us that the forms used during an annual health check-up were confusing and difficult to complete.   

Representatives from the CCG attended the Learning Disability Forum and spoke with local people about what they would like to see on the new forms, and used this information to produce a new document that was easier to fill in. 

     
Patients attending the Emergency Department at the Great Western Hospital for minor injuries and illnesses said they were doing so because they were unaware of alternative healthcare options.   

Working with colleagues at the Great Western Hospital, the CCG produced a suite of posters and leaflets that explained where people in Swindon can go for healthcare without having to make an appointment.

     

A large number of patients told us they felt in the dark over recent changes made to the appointment booking process at five GP practices in Swindon. 

  The CCG arranged a meeting between IMH (the private company working in partnership with the GP practices), local MPs, Patient Participation Group representatives and CCG staff for people to share their views and concerns, and receive updates. 
     

Members of the CCG's Patient and Public Involvement Forum said they felt the group was not fulfilling its purpose and that a new approach was needed. 

 

In light of these comments, the CCG refreshed the Forum by giving it a new name (Patient and Public Engagement Forum), reducing formal business meetings and increasing the number of interactive deep-dive sessions in which members can scrutinise and learn more about a specific area of healthcare. 

     

Representatives from a local homeless charity brought it to the CCG's attention that many rough sleepers in Swindon were experiencing difficulties when accessing healthcare and being discharged from hospital. 

 

Staff from the CCG spent a week visiting homeless people in Swindon and asking them about the issues they faced in terms of healthcare. This data has enabled the CCG to contribute to Swindon Borough Council's new Homeless Strategy, implement a new discharge process for homeless people at the Great Western Hospital and explore plans for providing homeless people with the flu vaccine in time for the 2019 flu season.