Get Involved

you said we did illustration PNG image 300 pxlYour views and involvement are key to local healthcare

Your patient voice is at the heart of everything we do in the CCG and our Engagement team actively encourage everyone to get involved.

The Sandwell and West Birmingham patients, public partners and communities are really important in developing and shaping healthcare services. We really value your input and views and encourage you to talk with our staff, take part in consultations and attend public meetings.

Find out how you can get involved by clicking on the links below:

Our current approaches to participation are demonstrated by the word cloud below:

current approaches to participation

Our Patient Involvement Model

We have recently reviewed our Patient Involvement Model and have engaged with local patients, citizens and voluntary sector representatives on our pdf new model (198 KB) . You can find out how the ways you get involved influences the CCG on our listening to you page

Principles of Participation

We follow these principles when involving members of the public.

Patient Voice - Travel Expenses Policy

To facilitate members of the public taking part in specific topic meetings organised by the CCG, a new Patient Voice - Travel Expenses Policy has been produced which will come into operation as from the 1st April 2018. 

Stakeholder Newsletter

You can also keep up to date with what's happening in the CCG and how you can get involved through our stakeholder newsletter. You can read past editions of the newsletter here 

To be added onto our distribution lists, please contact:

  • Telephone: 0121 612 1447
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Current News

Get Involved Membership Scheme

Posted in Get Involved

The patient is at the heart of everything we do in the CCG and our Engagement team actively encourages everyone to get involved in helping us to help patients by being a part of our “Get Involved” Membership scheme.

Signing up to the “Get Involved” Membership scheme will give you the opportunity to:

  • Receive invites to your local patient meetings. These are based in the Sandwell and West Birmingham areas
  • Receive invitations to participate in specific workshops about key health topics for example diabetes, mental health, cancer and dementia 
  • Give us your views by email on certain topics if you cannot attend one of our meetings.

You can apply to be added to your “Get Involved” Membership Scheme in the following ways:

  • Complete the application form online here 
  • Download the  pdf Get Involved Application form (238 KB)  and return this to the FREEPOST address
  • Call us for a form to be posted to you on 0121 612 1447
  • Call us on 0121 612 1447 and we can take your details over the phone

Mystery shopper feedback form

Posted in Get Involved

CCG Mystery Shoppers

Posted in Get Involved


We had a tremendous response to our recruitment campaign last November to recruit mystery shoppers with over 300 people applying for the roles. Following a shortlisting process, the CCG successfully recruited 40 mystery shoppers. 

The first cohort of mystery shoppers were trained early in December 2018 with the second cohort of mystery shoppers trained in March 2019. 

Mystery Shopper Training December 2018 cropped

Following the first training session mystery shoppers were eager to get started. The first research exercise took place later in December with mystery shoppers contacting GP practices.

These checks are to ensure that GP practices are delivering on Standard One of the Primary Care Commissioning Framework (PCCF) which is the access standard for GP practices.

Any anomalies identified by mystery shoppers are reported the same day so that an investigation can be undertaken by the Primary Care Contracting team.  

You can see some of the actions we have taken following the feedback we received below:

Mystery Shoppers check GP out of hours telephone messages – January 2019

Mystery shoppers were called to action to carry out an urgent exercise to check the content of the answering machine messages of GP practices. Reports had been made that some of the telephone messages were out of date.

Eight mystery shoppers carried out this research. Some of the findings included; messages out of date, confusing information and some telephones just ringing out.

After the valuable insight, the CCG has published suggested scripts for GP practices to use when recording their out of hours telephone messages for patients.

Mystery Shoppers research – February 2019

Another research exercise took place mid-February again to check that GP practices are delivering on Standard One of the PCCF.

Any mystery shopper alerts will be action by the Primary Care team by contacting the GP practice concerned.

A report of all the mystery shopper research is also taken to the Primary Care Commissioning Framework monitoring group for discussion.


mystery shopper

What is a CCG Mystery Shopper?

CCG Mystery Shoppers is a new initiative to recruit local people (who live and are Registered with a GP in the Sandwell and West Birmingham area) by volunteering to help check the quality of NHS healthcare services.

A mystery shopper is a person who carries out a type of research to ensure patients are receiving the best quality service.

This could be telephoning a GP practice, checking information on an NHS website or visiting an NHS building for example.

If you are attending your own GP practice, health centre or hospital, we would also like to hear from you about your experiences of your visit.

If you are interested and have some spare time, why not read the Mystery Shopper leaflet for further details.

How do I apply?

Recruitment for Mystery Shoppers is now closed as we have had fantastic response to our recruitment campaign in November 2018. We may re-advertise for CCG Mystery Shoppers again later in 2019.

You will need to live in the Sandwell and West Birmingham CCG area as you may be required to visit some of our NHS premises.

Will I get expenses?

The CCG will give mystery shoppers who submit their feedback to the CCG thank you High Street shopping vouchers.

Should you be asked to visit NHS premises, you will be able to claim public transport, car mileage and car parking expenses from the CCG.

Contact the Engagement Team for further information:

Telephone: 0121 612 1447            Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

What Matters to You Roadshow - 20 September - Tesco, Aston

Posted in Get Involved

The last What Matters to you Roadshow takes place on Thursday 20 September at Tesco, Aston Lane, Aston, B6 6QR.   We will be asking your views on the NHS between 12:00 noon and 2:00 pm.

We look forward to seeing you next Thursday

Alternatively, you can give us your views by our on-line form until Friday 21 September.