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You said, we did

 You said, we did 2018-19

You said

We did

“The unified diabetes service specification should have more focus on patient experience outcomes. More advice should be given on language during consultations and end of life care.”

The provider(s) responsible for delivering the service specification from April 2020 will be measured by the outcomes chosen by patients. This has been added as an appendix to the document.


Language Matters, and NHS England programme that had support from NWL people with diabetes has been added to the clinical guidelines, as well as an area concerning end of life care.

“BAME women need more support around cancer screening and awareness.”

CCG clinical staff have supported WAND’s cancer screening workshops in the community.

“It would be helpful to produce culturally appropriate materials and information about diabetes with people from South Asian, Arabic, Caribbean and African communities (who have a 4-6 times higher rate of diabetes).”

Coproduced a book and app (called World Foods), which is a pictorial resource for BAME communities. World Foods helps to highlight the effect on blood glucose of the common meals, snacks and drinks from those communities. We engaged with a sub-set of people from the four main communities involved in the book (Arabic, South-Asian, Caribbean and African). People created food diaries and gave feedback as to which foods, drinks and snacks should be included within the book. We had over 1200 responses to our design survey. The name for the book “World Foods” was chosen at a workshop led by the BME Health Forum.

“People don’t talk about poor mental health in BAME communities, though many are suffering. A space needs to be found for those who are struggling. A closed, confidential well-being group is needed run by professionals and people who understand the language. ”

The Improving Access to Psychological Therapies (IAPT) service will reach out to coproduce a tailor-made emotional well-being workshop approach for BAME groups with BAME CVS representatives.

“Need tailored care for the homeless community in Westminster, Hammersmith and Fulham and Kensington and Chelsea.”

Set the following equality objective for 2019-2023: ‘To ensure that commissioning and provider staff understand how to make services accessible for people who are homeless (particularly to encourage GP registration, health need assessments and signposting), using the resources available in the Healthy London Partnership Homelessness Programme.’ Engaged with homeless health service providers and clients to inform how this will be actioned.

“LGBT awareness training needed for frontline healthcare staff, particularly GPs, receptionists and mental health professionals, and to include a focus on challenging assumptions, and understanding of non-binary and transgender definitions and what this means for care.”

We are working with the LGBT Foundation to roll out the Pride in Practice support initiative across NW London. The initiative includes a wide range of support including awareness training, support around connecting the practice with their LGBT community and promoting cancer screening etc for this group.

2017-18 You Said

2017-18 We Did

People don’t just come with medical needs. Health services need to treat people, not just their medical conditions.

We set up “care navigation” to look at the whole person’s needs, and help direct people to the services that will meet them.

Care navigators identify people with high levels of need; they join up care across services and organisations.

People should be able to access care easily, and in ways that work best for them. It would be great to avoid hospital visits wherever possible.

  • 8am to 8pm access to primary care available for all patients, 7 days a week.
  • Patients are now able to use the internet to book and change appointments, manage repeat prescriptions, and access a summary of their own medical records.
  • 19 Out of Hospital services are now provided in General Practice (from phlebotomy to mental health support).
  • A wider range of outpatient services is available in the community (e.g. minor surgery).
  • The CCG needs to connect and build relationships with the voluntary sector.
  • The CCG should have greater visibility in the local community.
  • The CCG should have regular attendance at voluntary sector network meetings such as the Westminster Community Network and the Charity Leaders forum.
  • The CCG needs to connect and build relationships with the voluntary sector.
  • The CCG should have greater visibility in the local community.
  • The CCG should have regular attendance at voluntary sector network meetings such as the Westminster Community Network and the Charity Leaders forum.

We held one to one meetings with leaders from Voluntary and Community Sector (VCS) organisations. This has helped to shape the goals we set in our engagement and communications strategy.

The CCG has a calendar of community events and meetings organised by the VCS. We attend at least one event a week.

The CCG could do more to harness the expertise of the voluntary sector.

We have set up a Patient Reference Group (PRG) and Patient and Public Involvement (PPI) Network.

This set up allows us to include more VCS organisations delivering support to people across the nine protected characteristics, including Community Champions projects. The PRG will strengthen the representation of our diverse communities and connection to seldom heard groups. The PPI Network will help us reach more people. The CCG is engaging in targeted recruitment into our network to increase its diversity.

The CCG’s patient group could be more representative of Westminster’s communities.

When we spend time talking to you, or attending meetings, we would like to know how our contributions impacted on the work of the CCG.

Our refreshed Engagement & Communications Strategy commits us to regular “You Said, We Did” reporting.

We have set up a patient-focused newsletter, which is a source of updates on how what people tell us has impacted our work. Sign up to our PPI Network to subscribe. We also share updates at our PRG meetings, which are held in public, as well as when we attend community networks organised by VCS organisations.