Listening to you

 

Thank you for telling us what you think!

We listen to your opinion and act upon it. Please see examples below where we have listened to your comments as part of our engagement:

Outpatients said: we are happy to try alternative methods of communication for our appointments  

We did: we worked with partners to increase 'virtual' appointments, for example, over the telephone


Older People said:
 good housing is really key in maintaining our health and wellbeing

We did: a range of partners are involved in our Integrated Care for Older People (ICOPE) strategy


Herefordshire and Worcestershire residents said:
 we support the CCGs application to merge but are keen for you to keep a local focus

We did: we applied to NHS England & Improvement to formally merge the four CCGs. Our involvement plans are developing with a focus on local engagement

Carers said: we need education and support, particularly for careers of mental health patients

We did: we ensured carers are included in the draft Mental Health Strategy


Patient who are isolated and lonely said:
 there's a lack of services and support for younger people 

We did: we designed the service specification for the new service (Reconnections) in response to feedback, including removing the age restriction


Breast Cancer patients said:
 give us support online through our treatment journey

We did: we created a Patient Portal using the framework designed by patients 


Citizens of Worcestershire said:
 we would like to make lifestyle changes with 121 help

We did: we will commission Lifestyle Advisors to provide support to patients


We also listen to you through Patient Stories. 

These give us an in-depth insight into a patient’s care and experience. These are presented at our Quality Performance Review Committee where a commissioner response is provided. Some examples are given below:

Patient Story - Personal Health Budget by John

Following a diving accident in the late eighties I suffered a spinal cord injury and sustained an injury to my C5 vertebrae. 

As a result, I am now a full-time wheelchair user and reside in a purpose-built property and require care 24 hours a day. I need support with all aspects of my daily living activity, as well as management of the complications resulting from the injury and my own individual health needs.

I wanted to have the flexibility to purchase my own care package from a care provider of my choice, that specialises in care and support for people with a spinal injury and I have a team of specialist Personal Assistants (PAs) who live in and provide care on a 24/7 basis.

Having previously received a Personal Budget from the County Council to self-manage and pay for my care, I became eligible for NHS Continuing Healthcare in 2016.  I wanted to continue to manage my own care and was supported to receive a Direct Payment through a Personal Health Budget (PHB), delivered through NHS Continuing Healthcare. 

I was fully involved in the process for setting up a Direct Payment PHB and co-produced my own PHB Support Plan. The PHB has enabled me to be as independent as possible within my own home with the support of my specialist trained PAs. The independence I now have is very important to me and has enabled me to continue my social activities. 

My care providers are very focused on continuity of care and will always give any new carers specialist training and supervision, as well as an extended hand over period to ensure that they are fully conversant with my requirements. 

I manage all budgetary requirements for my care package, including taking an active part in the package of care and PHB reviews and providing a full set of accounts to the CCG to audit.

Taking a PHB has enabled me (with support from my PAs) to interact and contribute socially by attending events and I’ve also been able to set personal outcomes, including being supported on occasional trips away from home, with the aim of improving and maintaining my emotional well-being and quality of life.

Commissioner response:

  • This patient story demonstrates the advantages for patients who have agreed to a PHB, this includes care commissioned at suitable times for the patient and flexible enough to incorporate social activities and personal choice;
  • From a CCG perspective, the Governance of issue a PHB needs to be exceptionally clear for both the patient and the CCG together with the clear financial auditing and monitoring. 

Patient Story - Children's Acute Experience by Sarah (mother)

On 14th December 2019 our 7-year-old daughter complained of tummy ache on the way home from a family outing. 

When we got home that afternoon, she was reluctant to eat and had started to look a little pale and clammy. We gave her some Calpol and put her on the sofa with a blanket to watch a movie. 

At bedtime she was not feeling any better and complained of more pain and of feeling sick.  My husband felt her tummy where she said it hurt and she cried out in pain.  At that point we called 111 who were friendly, efficient, evoked confidence and advised us to take our daughter to Worcester Royal Hospital (WRH) Accident and Emergency department which I proceeded to do, whilst my husband stayed at home with our other children.

The check in process on arrival at A&E was smooth and a kind receptionist took our details and showed us to a children’s waiting area. Although our daughter was too unwell to play the child friendly atmosphere helped to make her feel more comfortable and shielded her from the sights of A&E which could be frightening for a child. 

A&E was extremely busy, and staff could be seen to be under pressure. As such, we did have to wait for about three hours. However, once we were seen by the doctor plans for my daughter’s care were put into place rather quickly. 

The doctor who examined her in A&E was wonderful! She was kind, very gentle and caring, especially when taking a blood sample. The Doctor explained to her in a way she could understand what she was doing, and then what she thought the problem was and how they would make her better. She answered all of my daughter’s questions with such patience and in a way that reassured her. Likewise, she answered all of mine as a parent and put me equally at ease!

After tests and an X-ray my daughter was diagnosed as having an appendicitis, she was admitted under to the care of the paediatric surgical team to the children’s ward at WRH. 

My daughter was seen by the doctors promptly, who advised us that she would need surgery and that their team would be carrying out the operation. They reassured me that they would take good care of her and a lovely nurse stayed with me whilst they were explaining the next steps. 

After my daughter’s operation I was able to be with her in recovery and was there when she woke up, which as a parent was very important to me. The doctor came and told me that all went well with the operation and answered all my questions about recovery.

I was able to stay with my daughter overnight and the following night before she was discharged, which again was so important as a parent. The nursing team did everything they could to make both of our stays as comfortable as possible. Information provided prior to discharge and wound care was detailed, helpful and more than sufficient.

Overall, apart from the lengthy wait in A&E, we received exceptional care by all hospital staff!

Commissioner response:

  • Positive feedback has been forwarded to the Acute Patient Relations team in order to be disseminated to all relevant staff. 

Information that was held previously by NHS Herefordshire CCG, NHS Redditch and Bromsgrove CCG, NHS South Worcestershire CCG and NHS Wyre Forest CCG was transferred to NHS Herefordshire and Worcestershire CCG on 1 April 2020.

The new CCG is the the new data controller. Any questions about the use of data (including patient data) by the new CCG should be directed to hw.enquiries@nhs.net.