You said we did

Receptionist and patient.jpg

We welcome and regularly seek feedback, comments and suggestions from local people about healthcare services we plan, deliver and monitor.

We want to hear your views and opinions on what is working well and what could be improved in the future. It is a key priority for us to keep you informed and updated in every aspect of our work.

In order to do this, we actively follow our co-produced engagement principles to ensure:


  • Patients and local stakeholders are involved throughout service design and delivery
  • We have equality within our approach to reach out to the protected characteristic groups under the Equality Act 2010
  • Our engagement materials are accessible, including easy read versions and materials translated into different languages 
  • Relevant support is in place to build capacity of both staff and stakeholders to support effective engagement
  • Regular feedback throughout multiple stages, including adopting a ‘you said, we did’ initiative

Below are examples of when we hear feedback, questions are recommendations from local people and our response as a result.

Read our You Said We Did document for North Kensington Recovery here.

Click here to view the action list from the Grenfell Community Assembly held on 24 September 2019 on the theme of Health and Wellbeing.

You said We did

Feedback from quarterly Health & Wellbeing Voluntary Organisations Forum

“We want to know more about Primary Care Networks and how the voluntary sector can work with them”

Our Primary Care team are attending the next Forum to:

  • Raise awareness about the Primary Care Networks (PCNs)
  • Discuss the latest PCN developments
  • What it means for the voluntary sector
  • How the sector can work with PCNs in the future

“We want to create a response from our Patient Reference Group (PRG) to submit to North West London regarding the Case for Change and what that means for West London patients”

Patients from our PRG collected feedback, concerns and recommendations for the engagement lead to submit to North West London – response can be found here

“There’s a lack of knowledge around support NHS 111 can offer and we haven’t heard of extended GP hours before”

Community Champions have been trained to promote Winter Health messages, including why and when to call NHS 111 and how to make a GP extended access appointment. Champions will be  promoting local services amongst hard to reach groups and at various community events

A community member had concerns about organ donations “once someone opts out there’s no confirmation email and it’s important for that to  be amended”

The contact details for the NHS blood and transplant team were shared for the community member to speak to

“There are so many acronyms and jargon used in CCG communications”

Our staff away day in July provided training on the CCG’s engagement principles which included the importance of making communication materials accessible to everyone

Task and finish groups are set up to feed in to leaflet and poster design for various CCG work streams – information can also be sent to our patient reference group for feedback

Feedback from patient representatives through the Alliance programme and leadership groups

“We feel that active and meaningful patient engagement has been less of a priority recently”

We have worked with Imperial College Health Partners to develop a patient engagement plan to address this, aligned to specific work streams, but also to recap and re-embed the principles of engagement and why it matters with our Alliance partners

“There is a bit of confusion about whether gym on prescription is available in West London CCG.

Is it possible to send us some information on this?”

The following information was shared as a result:

We continue to work closely with patients, the public, our GP membership, providers, community and voluntary sector to actively receive feedback and recommendations.