Listening to you

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We like to keep you informed of any changes or decisions made as a result of your views and opinions. 

Detailed below are some of the changes we have made happen from your feedback, and if we haven't managed to make the changes yet, how your feedback will be used to implement change in the future:

Healthy Guide for Parents of 0-5 years

Through our What Matters to you Roadshows with parents of 0-5 years, parents have told us that it’s confusing knowing where to take their children when they are ill and they were keen to have some clinically approved healthcare information and advice at their fingertips.

Whilst talking to parents, CCG staff also gave parents and carers information about where to go for assistance when their children were ill including the NHS 111 service.

With the support of healthcare professionals we produced this Healthy Guide for Parents and Carers.  

Copies have been distributed to GP practices, children’s centres, health centres and libraries.   


New multi-agency Dementia Strategy launched

A new multi-agency Dementia Strategy was launched in November 2019 which was the result of a Listening exercise earlier in 2019. This was as a result of the previous Strategy being very much out of date.

This Strategy is a partnership between Sandwell CCG, Sandwell MBC and Sandwell Healthy Living Board.

dementia strategy & 9 promises

A draft strategy was put together in February 2019 and then a three-month listening exercise was conducted to listen to the views of local people in Sandwell about what they value in terms of dementia services in January. This involved partners, patients and carers all giving their views.

You said, we listened

All the views were fed into a report which was approved by the various Boards in September and the launch of the new Strategy in November.

All participants of the listening exercise and anyone with an interest was invited to the launch event. Some of the views were incorporated into the new Strategy and these were detailed in the presentation at the event.

Key Actions:

  • The current Memory Assessment Service is being reviewed
  • A member of staff will be recruited to implement the new Dementia Strategy

The presentation, Action Plan and Dementia Strategy are details on our ‘past engagement’ section of our website.


Five Ways Practice Consultation (November 2019)

Five Ways Health Centre was rated as ‘inadequate’ by the Care Quality Commission (CQC) and was placed into ‘special measures’

All registered households were written to (letter enclosed also includes translation in line with practice demographics so patients could request consultation materials in a language of their choice and also request an interpreter for the public meetings)

Patients were given two options as listed below;
  • Dispersing the practice list, meaning that the CCG would work with patients and their carers to find another local GP surgery to register with
  • Re-procurement, meaning finding another healthcare organisation to deliver the GP service, which maybe from other premises


The majority of patients opted for dispersing the practice list and the Primary Care Co Commissioning Committee also opted for practice dispersal.

All registered patients were written to make them aware of what option had been chosen and how they could register with another practice and what support was available to them to register (letter also includes translation in line with practice demographics). All providers and stakeholders also received notification of the decision made.

The full report and letter to patients is located on our consultations section.


What Matters to Young People - November 2019

As part of the CCG's Commissioning Intentions and commitment to listen to local people, the CCG visited local universities/colleges and other venues to talk to young people aged 16 - 25 about their experiences of the NHS. As mental health affects also young people, we also asked questions about how young people look after themselves mentally.

A full report has been produced with the key themes and comments to share with the Commissioners in their future planning of services which will affect young people


Minor Surgery Listening Exercise

This contract was coming to the end of its term with the current provider, so the service was reviewed and evaluated by the Commissioners and after careful consideration by the Strategic Commissioning and Redesign Committee (SCR) it was agreed that the CCG would no longer commission this provider, this presented an opportunity to hold a listening exercise to seek views and experiences by engaging with patients, their carers, their communities, general practice and members of the public to help shape Minor Surgery Services in the future.

The objectives of the listening exercise were;

  • To seek views on Minor Surgery
  • Learning of  experiences of Minor Surgery
  • Understanding what excellent Minor Surgery should look like
  • Understanding what is currently not working well in Minor Surgery
  • Understanding how the CCG puts things right in Minor Surgery

The engagement findings were presented to Strategic Commissioning and Redesign  (SCR) Committee and the recommendations made were; 

  • Commissioners to consider the engagement feedback and how this can help shape future Minor Surgery for our population
  • To share this report with CCG’s SCR Committee as supporting evidence to any future business cases, service specifications and feeding into the decision making process on commissioning and procurement of future Minor Surgery
  • SCR to note the contents of this report and approve this so that it can be published on the SWB CCG website, shared with participants and stakeholders who have taken part in this listening exercise to close the engagement loop


Non Obstetric Listening Exercise (NOUS)

The provider no longer wished to provide NOUS services as it did not fit in with their strategic priorities to the SWB CCG's population and therefore served notice to the CCG, this presented an opportunity for SWB CCG to hold a listening exercise to seek views and experiences by engaging with patients, their carers, their communities, general practice and members of the public to help shape NOUS Services in the future.

 The objectives of the listening exercise were;

  • Seeking views on NOUS
  • Learning of  experiences of NOUS
  • Understanding what excellent NOUS should look like
  • Understanding what is currently not working well in NOUS
  • Understanding how the CCG puts things right in NOUS

The Engagement findings were presented to SCR and the recommendations were;

  • Commissioners to consider the engagement feedback and how this can help shape future NOUS for our population
  • To share this report with SWB CCG’s SCR as supporting evidence to any future business cases, service specifications and feeding into the decision making process on commissioning and procurement of future  NOUS
  • SCR to note the contents of this report and approve it so that it can be published on the SWB CCG website, shared with participants and stakeholders who have taken part in this listening exercise to close the engagement loop


Developing carers services for carers of people with learning disabilities 

During December 2018 – January 2019 we engaged with carers of people with learning disabilities on our proposals to expand the scope of the specialist carers support service provided in Sandwell.

Previously, the service was only available to carers of adults with severe/ enduring mental health illnesses, but the CCG wanted to extend this to include those who care for adults and children (all ages) with a learning disability.

The feedback we received greatly supported the need for this service and the engagement report was accepted as part of a business case made to the CCG’s Strategic Commissioning and Redesign Committee, who were tasked with deciding on whether to approve the proposals.

The feedback we received also directly influenced the draft service specification, (a contractual outline describing the service and what is expected of the provider). This enabled us to make improvements and develop service outcomes, meaning potential service recipients will be assessed for the following;

· Access to buddying/peer support
· Access to drop in sessions
· Access to crisis support
· Access to advocate support
· Access to information to understand the condition of the person you are caring for
· Emotional health and wellbeing support
· Educational/employment training support
· Welfare/financial needs support

Black Country Partnership NHS Foundation Trust has now launched the extended service.

"What Matters to You?" Roadshow Events September 2018

As part of the 2018 Commissioning Intentions, we held a series of roadshow events to find out from patients and members of the public “What Matters to You?” when thinking of the NHS and potential ways that the CCG can help people stay healthy.

You said:

what matters to you roadshow

- There is difficulty in getting an appointment with a GP

- A female GP appointment system is required - want to talk to a female GP about women's health

- Improve mental health services and waiting lists

- Improve hospital waiting times 


We did: 

Following the roadshow events we produced a Summary Report to capture all the key themes and comments we received. This report has been shared with the Commissioners from the CCG to use in planning new services and to influence change. All the views captured will be taken into consideration and any evidence of how these patient views have shaped new services, will be detailed in future on this web page.

Same day access engamement 2018

We ran two phases of engagement to understand what people in Sandwell and West Birmingham want from same day access to healthcare. The first in April to June 2018 and the second November to December 2018. We had 350 conversations with local people from a range of different groups and communities including parents of young children, older people, black and minority ethnic groups, refugees and asylum seekers, homeless people, people with a disability and carers. Commissioners have been able to use the feedback and insight we received to develop and refine their plans for same days access which they hope to take forward during 2019/20.


Musculoskeletal (MSK) services engagement July 2018

We asked people who are affected by musculoskeletal conditions to share their expereiences of the condition and their views on how we can improve preventative support and early interventions to help stop the onset of conditions, or stop conditions from getting worse. View the slides from the focus group  pdf here (687 KB)

Download the pdf You said, We did (332 KB) document which highlights the actions we have taken and are going to take following the engagement activity that took place in July 2018.   

Harmonised Treatment Policies - Phase 2 2018

During 2018 we worked in partnership with Birmingham and Solihull CCG (formerly Birmingham Cross City, Birmingham South Central and Solihull CCGs) to develop an additional 22 treatment policies. 

Public, provider and professional engagement took place from 14 May - 22 June 2018, building on the initial clinical engagement and saw a number of public engagement initiatives undertaken, including community events to ensure the maximum exposure of the drafted policies. The public had the opportunity to comment and provide feedback.

That feedback was fully reviewed and a number of changes to the draft policies were made. This is summarised in:

You can view the Phase 1 and Phase 2 treatment policies here 

Proposed changes to GP practices with APMS contracts consultation 2018

Between 5 February 2018 and 16 April 2018, we ran a consultation to help decide what the future of three GP practices, whose contracts are due to expire on 31 March 2019, should be. We spoke to patients registered at either of the GP practices to get their views.

You said: 

Patients registered with one of the practices were concerned that there wasn’t enough time to raise awareness of the consultation exercise and encourage participation.

Some concerns were raised about ease of access to the consultation for patients whose first language wasn’t English.

The majority of respondents (over 90% for each practice) said they want the CCG to re-procure the GP contract and for the GP practices to remain open. 

We did:

We extended the consultation by a further four weeks and created further consultation opportunities within this time.

We arranged a number of outreach sessions in the practice waiting rooms to talk to more people along with their interpreters where required. We also arranged telephone calls where required to consult with the help of Language Line translation services.

We produced a consultation report to identify the findings from our engagement. This was shared with the Primary Care Commissioning Committee in June 2018 as part of the criteria for consideration. 

We’re doing:

NHS England has since approved the CCG’s recommendation to act on the preferred consultation option for the three practices.

These GP services for registered patients will therefore continue, and we are now communicating updates to patients about the new service provider and supporting the GP practices through this change. 

You can read a summary of the consultation here

Pioneers for Health Patient Network

You said: 

- Improve signage to Tower Hill Partnership Medical Practice from dual carriageway to practice so patients can find practice.

- Update practice website on which bus stop to get off on the road to visit practice.

We did: 

We spoke to the Practice Manager who has subsequently spoken with Birmingham City Council to arrange for a sign to be installed.

The Practice Manager has also updated the practice website giving more specific instructions on where the practice is located and the location of the bus stop.

End of Life Consultation 

You said: 

We would like one telephone number to call 24 hours a day.

We did:

For any end of life patients or their families, there is now one telephone number which is accessible 24 hours a day. This is provided by Sandwell and West Birmingham Hospitals. 

Visit to construction site of Midland Metropolitan Hospital

You said: 

Healthworks and SHA Patient Network meeting members wanted an update on the new Midland Metropolitan Hospital.

We did:

An invite was sent out to the three patient network groups who had not received an update presentation at their groups., to visit the construction site of the hospital.
Midland Met 1
The first visit to the construction site of the Midland Metropolitan Hospital takes place on the 20 October.

The visit to the construction site was a huge success with members really pleased that they visited the site.

Members had a short presentation on the construction of the building with the new building being constructed in 'layers' and also had the opportunity to ask questions about the building.

Afterwards, members went up onto a viewing platform, overlooking the cancel to view the immense building taking shape.

A second visit was organised to the Midland Metroplitan Hospital on the 28 November. Members of the Black Country and SHA Patient Networks were invited to the second visit.

Midland Met 2

Despite the bitterly cold weather, 32 members came to hear about the building and view two short films including a drone flying over the construction site.

Some members climbed the steps to the viewing platform to see the current building under construction.