You Said, We Did

You Said We Did.PNG

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.

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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

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You said

Reported positive feedback from patients and practice staff on Referral Support Service (RSS), but there needs to be greater awareness of the service. 

We Did 

We worked in collaboration with Healthwatch West Sussex to produce a one page leaflet outlining the new service. 

You said

A significant amount of money is wasted on medicines. What has been done to alert the public about this, and reduce wastage? 

We Did

We launched a public awareness campaign called #HelpMyNHS in June 2017, part of which explains the costs associated with GP prescriptions for medicines that are also available to buy over the counter (OTC).

We refreshed the winter public awareness campaign on OTC in July 2018, which includes a suite of creative materials branded with our local identify ##HelpMyNHS

We developed a GP resource pack to support them when consulting with patients about treating minor ailments, promoting Self Care and purchasing medicines OTC.

Due to a number of issues in the management of the repeat ordering of medicines, we undertook an engagement process on ‘managed repeats’ (a process where medicines are ordered by third party providers, such as community pharmacies, on behalf of patients) with providers and users. As a result, patients are now required to order their medicines by contacting their GP surgery directly which has resulted in a decrease in waste.

You said

Could moves be made to make it possible to see the same GP?  

We Did

We acknowledge that patients who see the same general practitioner a greater proportion of the time experience fewer admissions and report greater levels of satisfaction. However, shortage of GPs is a problem and although all patients will have an allocated GP who oversees their care and treatment, but it may not be possible to always see this/same person. 

We hear from practices that they do try and see their own patients, and value continuity of care particularly when they are regularly attendees, booking in advance for routine follow ups/chronic illnesses issues.

We will work with partners to try and improve GP recruitment and retention. Continuity of Care will always be important but who delivers that care may change. 

You said

We need to find alternative means of communicating with patients, rather than relying on letters.

We Did

As part of the project to make the NHS paperless by 2020, we have developed a number of initiatives to reduce the volume of paper generated by the NHS.

We introduced the NHS e-Referral Service where patients have the option to book their appointment online and, as a result, do not receive additional appointment paperwork.

We will support GP surgeries to increase their use of MJOG – Free Patient Messaging App – to raise awareness of local services available to patients. 

We will continue to work with partners to identify alternative means of community with patients other than via paper such as e-mail and text.

You said

There are long delays to access the Child and Adolescent Mental Health Service. 

We Did

We worked with the Child and Adolescent Mental Health Service (CAMHS) to reduce waiting times for routine treatment to be no more than 8 weeks from referral and for priority to be a maximum of 2 weeks for treatment, excluding neuro-developmental referrals. 

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

We Did

We designed Improved Access Hubs with local patients and clinicians, where patients can now book evening and weekend appointments at one of our primary care hubs within their local area. These appointments are bookable via GP surgeries. For urgent appointments outside of normal working hours, you can call NHS 111.

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