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.

We use the Public Sector Equality Duty (s149) of the Equality Act 2010 and also use the Equality Delivery System to ensure that all our engagement activities involve everyone in our local area. See our Equality, Diversity and Inclusion section of our website

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:

  • Maternity Voice Partnership
  • Get Involved Membership scheme 
  • Use Twitter to give us your views @swbccg
  • Telephone us on 0121 612 1447 
  • Email:: This email address is being protected from spambots. You need JavaScript enabled to view it.

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

current approaches to participation

Our Patient and Public Engagement Model

We have recently reviewed our Patient and Public Engagement Model and have engaged with local patients, citizens and voluntary sector representatives on our new model. 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

Sandwell Health and Care Forum - 16.5.19

Posted in Get Involved

The CCG hosted the first Sandwell Health and Care Forum on Thursday 15 May 2019 at the Elim Church in West Bromwich. It was great to see so many people attending this meeting with lots of patients and representatives from partner organisations in attendance.  

There was lots of discussion about the new Patient and Public Engagement Model which also included patient representation at the new Primary Care Networks and the existing GP Patient and Participation Groups (PPGs).  

There was an opportunity for participants to discuss the NHS Long Term Plan on individual tables and give their views on localising this plan.


     Sandwell Health & Care Forum       Sandwell Health & Care Forum table discussion   

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

Mystery Shopper feedback and update session December 2019

All mystery shoppers were invited to attend an update session as the research on GP practices had been running for twelve months. This was an opportunity for the CCG to give a progress update on the research and for the mystery shoppers to give the CCG their views/experiences.

During the twelve months, mystery shoppers had conducted research on the GP out-of-hours messages and contacted GP practices on a quarterly basis to conduct research on the access standard of the Primary Care Commissioning Framework.

Mystery shoppers were advised that following the research, that access had improved in some areas for example access to a female GP or nurse and the GP out of ours messages had improved since sending a suggested script to GP practices to use.

During the update session Mystery Shoppers received updates from both the Engagement and Primary Care Contracting teams on results and action taken following the research. A new research form was introduced for feedback from the mystery shoppers for comments before this will be used in January.  Mystery shoppers asked for this to be available electronically and paper-based for 2020.

Mystery shoppers were also asked for their top tips to share with other mystery shoppers and what went well or not so well to learn lessons for the next year. These Notes and slides were then distributed to all Mystery Shoppers.

The Primary Care Contracts Manager provided an update on the process undertaken following receipt of the mystery shopping reports. If any GP practice continually fails to meet the requirements of the access standard, this will be considered at the Primary Care Commissioning Framework Monitoring Group to determine what action is to be taken.


Mystery Shoppers check GP out of hours telephone messages – February and follow-up May 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. This was to ensure these messages were giving the correct out-of-hours provider and the messages were clear for patients

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

Following this research in February, the CCG published suggested scripts for GP practices to use when recording their out of hours telephone messages for patients through the GP Members Newsletter.


Mystery Shopper Recruitment

We had a tremendous response to our recruitment campaign in November 2019 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 June 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.

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 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 2020.

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.