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You said, we did

We engage with a wide range of patients, public and other local stakeholders to ensure that our vision for the future of health and care services really meets local needs and reflect local views. You can read a wealth of information regarding local patient and public feedback on a range of specific topics here.

In order to shape a shared vision for health and care, we listen to, understand and act on what really matters to patients and people in our communities. You can see examples of this below in You Said, We Did.

Have your say

Your feedback, thoughts and ideas really can make a difference. Your comments and feedback can help us to improve the services that we commission, decisions that we make and ultimately improve patient care

Contact Us >


You said, we did (home)

​​​​​​​​​​​​​​​​​​​​​You said​​​​​

"It is hard to understand how East Surrey CCG make decisions around funding and in particular Individual Funding Requests for Treatments Not Routinely Funded by East Surrey CCG​"

We did​​​​​

Ensure that the updated and relevant policies are on our website and are directed to by Frequently Asked Questions


You said, we did (home)

You said

“It is difficult for 16 and 17 year olds to have their wounds treated at weekends and bank holidays. Services seem to be geared towards adult service”

We did​​​​​

Agree with community providers that they would accommodate 16 and 17 year olds who require dressings when their practice is closed​


You said, we did (home)

You said

“The Children and Adolescent Mental Health Service (CAMHS) is not as responsive as we would like and does not always meet the needs and young people and their families”

We did​​​​​

Ensure that young people and their families were involved in the re-procurement of CAHMS services and in the development of service specifications​


You said, we did (home)

​​​​​​​​​​​​​​​​​​​​​You said​​​​​

“East Surrey CCG is the only area in Surrey where patie​nts are restricted to one hearing aid except in exceptional circumstances. This is not fair”

We did​​​​​

ESCCG has renegotiated the audiology contract with our local service, so that there are no restrictions for patients requiring two hearing aids. The decision as to whether someone would benefit from having a second hearing aid is now made solely on clinical judgement.


You said, we did (home)

You said

“My GP doesn’t always offer me a choice of where I can be referred to”

We did

Posted the NHS co​nstitution​ on our website and provide a link to the Handbook​ which explains about Patient choice. Sent links to the NHS Constitution to all of our GP practices and asked them to put them onto their practice website Check that information about Choice is on the FAQ section of the website.


You said, we did (home)

You said

“GPs and Nurses need training on how to help people with a visual impairment”

We Did

Find free training from local support association with the relevant expertise. Encourage services to send staff on awareness training.


You said, we did (home)

You said

“We need somewhere where we can give feedback (anonymously if necessary) that will not be considered as a complaint”

We Did

Developed a part of the ESCCG website devoted to “have your say”


You said, we did (home)

You said 

“We want to know the cost of healthcare”

We Did

Consider posting the costs of different treatments and investigations on the website. However, we would like to test this with our PRG before committing as it could make some people feel as though they are costing the state too much money. This needs careful and sensitive consideration.


You said, we did (home)

You said 

“Staff do not always understand the needs of people with mental health issues”

We Did

Encourage staff and employers from Redhill and Merstham to take part in Surrey County Council’s joint pilot project aimed at reducing discrimination and raising awareness “Time to Change”.


You said, we did (home)

You said

“We want to know more about the people that are making decisions about our health”

We Did

Request that the leadership team of East Surrey Clinical Commissioning Group provide a quick “pen portrait” of themselves that could be used in the newsletter and on the website. This is happening.​​


You said, we did (home)

You Said 

Local NHS services are not making communication easy and do not seem to take account of the NHS Accessible Information Standards (NHSAIS)

We did

We make contacting the CCG as easy as possible and have communication access by post, telephone, email and text. Face to face contact can be one of the most valuable ways of communicating, and we do try to meet groups attended by people with sensory impairments as often as possible.

We also hold all public meetings in accessible venues that have hearing loops.

Following the implementation of the NHSAIS, ESCCG sought (and continues to seek) assurance from commissioned services (through contract and performance management) regarding their compliance to NHSAIS. However, soft intelligence suggests that, to date, compliance is far from universal and it is a matter that needs constant revisiting and reinforcing.

The NHS Standard contract was amended to incorporate AIS compliance and we have recently found ourselves in a position to propose formal monitoring as part of the “contract tracker” update.

In August 2017, revised versions of the Specification and Implementation Guidance were issued. These new versions were summarized and circulated to the providers of local services and are accessible through links on our website.

Although ESCCG does not hold the core contract for primary care services, we have made our member practices aware of their obligations. We also raise awareness with partners at stakeholder meetings and offer to support/signpost them to assistance wherever possible. 


You said, we did (home)

You Said​

The young carers would like: 
  • Regular groups where they can meet others in the same situation. ‘I don’t usually like going out, it makes me anxious, but now I’m here and everyone is going through the same thing, I’m fine. Can we do this again?’
  • Specialist workers who understand their needs.
  • A confidential service. Older YCs would welcome ‘someone to take us out and just have a chat’ younger ones wouldn’t mind someone coming into school and talking to them.
  • A residential where they can have fun but also the opportunity to talk openly and ask questions. ‘Outside where we can be adventurous’ They also need to understand that they are not responsible for their parents’ choices and it is not their fault. Early intervention is the key.
  • Better links between partner agencies.


We did

Agree to help fund 4 workshops for approximately 15 Surrey Young Carers throughout the year based on the pilot event on the 15th February.

Our aim is to provide a dedicated service to young carers of people with an alcohol/substance misuse issue which meets their specific needs and will help to improve their emotional health and wellbeing and long term resilience


You said, we did (home)

You Said

It would be helpful to have materials capturing the key messages of the Choosing Wisely Campaign available in GP practices namely: Five questions to ask my doctor or nurse to make decisions together: 

1). Do I really need this test, treatment or procedure?
2). What are the risks or downsides?
3). What are the possible side effects?
4). Are there simpler, safer options?
5). What will happen if I do nothing?

We Did

Order printed posters and cards for Patient Participation Groups and members of the Practices Commissioning Committee to distribute to the surgeries.​


 

You said, we did (home)

You Said

We need more GP resources. Extend availability of GP appointments and opening times

We Did

Ensure that additional GP appointments for evenings and at the weekend are available from 3 April 2018 for East Surrey registered patients  at one of two primary care hubs in:

Caterham Dene Community Hospital, Church Road, Caterham, CR3 5RA

The Hawthorns Surgery, 1 Oxford Road, Redhill, Surrey, RH1 1DT

 The hubs provide both routine and urgent appointments. Appointments can be booked by calling your registered GP Practice in the normal way, during normal opening hours. For urgent appointments outside of normal working hours, you can call NHS 111.


You said, we did (home)

You Said

You want to talk to a GP or a medically trained advisor via the telephone service NHS 111 and you want to do it quickly.

We Did

 NHS 111 will incorporate a Clinical Assessment Service (CAS) with a multi-disciplinary team made up of appropriate clinicians and clinical navigators leading to an increase in medical consultations completed within the NHS 111 service.

The Clinical Assessment Service will provide safe, rapid, enhanced telephone clinical triage and advice to resolve a health problem or provide the appropriate onward referral.

Read more about this project, and what we have done to ensure your feedback and experiences are included in the new service we are planning >>

You said, we did (home)

You Said

We Did