You said, We did!
We want to make sure we make the most of patient feedback and listen to our population so that we can improve local services.
We welcome and regularly seek feedback, comments and suggestions from local people about healthcare services within the Vale of York.
In this section, we share information on what we have been doing in response to public feedback and how it is changing the way we do things. Below are some examples of where we have worked with our local community:
You said, we did
- Commissioning on behalf of the local community
- Patient and public engagement events 2017
- Community equipment and wheelchair service
- Patient stories
- Awareness of carers within GP practices
- Working with the Learning Difficulties and Disabilities community
- Patient Transport Services (Medical non-emergency transport)
- Developing a new mental health hospital for the Vale of York
- Be the commissioner
- DISCOVER! Mental health and learning disabilities services
- Feedback and results from the CCG’s consultation to develop a new mental health hospital for the Vale of York
- Gluten free product prescribing
- Out of hours urgent care
- Commissioning community equipment and wheelchair services for York and North Yorkshire – our engagement activities
- Health and wellbeing in Easingwold
Consultations and suvreys
We regularly ask our population for their views, and from time to time this includes the opportunity to have their say about a number of consultations and surveys.
Following extensive engagement with patients and local stakeholders to understand issues relating to services at the time; and how we might improve these, the CCG and a number of other North Yorkshire commissioners made the decision to re-procure Community Equipment and Wheelchair services.
Between December 2015 and February 2016 we engaged with, and collated the views of, over 500 individuals and incorporated these views into the development and delivery of the new. We produced a ‘You Said We Did’ document which details 34 outcomes from our work supporting a wheelchair and community equipment forum from May 2016 to April 2017. Examples include:
People said: Equipment is often delivered with no information on how to use it
What’s changed? The new service providers set up all equipment and demonstrate its use to people in their home, leaving literature as supporting information.
People said: We don’t know whether/how to return equipment when it is no longer needed
What’s changed? The new service providers clearly label equipment with a phone number to ring for collection and collect the equipment within 5 working days.
People said: There are lots of different providers and repairers – it’s confusing.
What’s changed? There is now just one service provider for community equipment and one for wheelchair services. There is one contact number for each service so people know who to call.
People said: There are long waits for wheelchair repairs and independence can be severely impacted, particularly when a powered chair needs repair.
What’s changed? The new wheelchair service specification includes suitable and realistic repair standards. Delays due to parts being ordered should be minimal as the new provider has multiple suppliers for sourcing wheelchair spare parts
The full range of you said, we did comments can be viewed below.
We worked closely with local Healthwatch and set up a service user forum to help facilitate and feed into the transition between old and new provider, and to ensure that service user feedback was acted upon.
- Read about the project in the Healthwatch York annual report
- View the video of the acheivements of the forum here
You said: Increase awareness of carers within GP practices
We did: We have been working with the local Carer’s Centre to provide free training to healthcare professionals within GP practices to help raise awareness of how to identify and support unpaid carers. Two training sessions focusing on were held in 2017 and one is scheduled for March 2018.
It is an opportunity for professionals to learn more about the support available for unpaid carers across the city The aim is to Increase understanding of carers, their role and its effect on their lives, and is an opportunity to explore how we as professionals working in the health and social care field can help to: identify carers early; recognise them as ‘partners’ in care; help carers to maintain their own health and wellbeing.
You said: At a recent Learning Difficulties (LD) forum, attendees raised a number of concerns around barriers to accessing health care within the LD community and wanted more information about women’s health.
We did: Working in collaboration with the learning disability (LD) community, a GP and nurse from the Vale of York CCG attended an informative session at the Learning Disability Forum (LDF) CVS on 28 September 2017 as part of a question and answer session around screening, women’s health and what stops people from going to see their GP.
We listened to your feedback and have been working on an action plan to address these concerns.
This was shared at the form on 6 December and we are working with a local advocacy group, the forum and our GPs to take this forward.