Closing the loop: Feeding back to our population

Updated: 5 December 2018

We understand that feeding back on the results of participation is a vital part of the process.

It enables us to show what information we have gathered and the impact it has had on our commissioning decisions. It can help people to feel valued and encourage them to be involved.

We try to use a range of methods to feedback to those who have taken part in engagement activities and regularly publish documents outlining public involvement activity and the difference it has made.



Description and examples

Personal feedback

Letters and emails to those who have taken part to round up of key points and answer further questions.

For example in November 2018 we held a public session to ask about their views of end of life care, and what was important to them. Following the event we sent around the feedback they gave and explained how this would be used in the development of the strategy and people’s charter


Survey results, verbatim comments and formal consultation documents, you said, we did information is regularly posted on our website in a timely manner. This included information about recent surveys or engagement events.

Examples include:

End of life care survey – November 2018

Improving GP access survey – April 2018

Medical non emergency transport services – July 2018

You said, we did page:

Our consultations and surveys page:


We provide updates about how the public has influenced our work, and links to outcomes of surveys in our regular stakeholder newsletter. For example an update on our improving GP access services, based on what our population has told us.

Short documents

A short document collating the main feedback such as this two sided summary of our commissioning intentions.

Short videos

We produced a video to talk about how our conversations with the public had influenced our commissioning intentions.

Inviting in patients/public to find out how their feedback has made a difference

In Jan 2019 we invited in a lady who had concerns with the changes in calling to book patient transport services. She came in to provide a view of the eligibility criteria from the side of the patient.

Patient stories

As part of commitment to ensuring the patient, carer and public voice is heard within the organisation, we present a patient story as a regular item at the start of each Quality and Patient Experience Committee (QPEC). Our patient story action plan illustrates how we continue to involve patients and feedback the difference their story has made.

For example: Following the story presented by a service user going through the continuing health care (CHC) assessment process the Deputy Chief Nurse and Head of Engagement met with the CHC nursing team. They presented the feedback from the QPEC patient story to and ensure that the experience was shared with those delivering care. View a copy of the presentation by clicking here. They have then continued to meet with the carer and his mother on a regular basis to understand their experiences during different stages of the process. In January they went to meet the carer’s mother in a local care home to see how she was getting on and her experience of the process.

Social media

We use Twitter provide feedback and updates about surveys, strategies and plans.

Presentations at forums

We regularly attend forums to give updates about Learning Difficulties Forum, The Ageing Well Forum and the Mental Health Forum run by the local CVS.

We have spoken at the quarterly Healthwatch Assembly consistently to give feedback and update the forum on the work of the CCG.

  • January 2018,  April 2018, October 2018 Dr Kev Smith, Executive Director for Primary Care and Population Health gave an update about how feedback from our community has influences our priorities and commissioning intentions, and at later dates fed back on how we are performing against our priorities or GP services, mental health and cancer services.
  • April 2018 – Dr Kev Smith gave an update on the CCG to give an update on CCG work since the last forum. Sarah Fiori talked about the quality work that is taking place within care homes. Including training to recognise deteriorating residents, improving safety and raising awareness of pressure ulcers.Sarah Goode gave a presentation about our work with the learning disability community to feedback about progress.

  • January 2019. Head of Engagement, Victoria Binks, gave an update on the 2019-20 commissioning intentions and how they had been influenced by what our population had told us. She also gave feedback through somem you said, we did examples. Presentation can be viewed here: 

Committee meetings

We regularly give updates at the Quality and patient experience committee, Primary Care Commissioning Committee and Governing Body to feedback what our population has told us. The engagement report that is presented at every QPEC meeting can be viewed on this page. (Please scroll down to see reports)


 You said: We did - how your conversations and feedback has influenced our work

You can find out more about the impact that conversations with our community have had in the development and improvement of services on our You said: We did page.