You said....we did

We are committed to working with local people and for them to play a central role in shaping the services we commission. Our experience shows that when we involve members of the public in designing services, the end product is more relevant and appropriate to people's needs. Representatives of our local population have helped us to create services that are better suited to supporting local people to stay fit and healthy.

Here are some examples of how we have acted on the wishes of local people.

Wheelchair service co-design

At a Surrey-wide event in April 2019 service users, carers, their families, other local groups and providers, shared their views and experiences of wheelchair services and gave their feedback on opportunities for improvements. The feedback was used to inform a design of a service specification ahead of a procurement process for a new service.

Read more: Wheelchair service co-design

Working with Frimley Health NHS Foundation Trust

  • Following feedback around admissions and discharge processes Frimley Health Foundation Trust (FHFT) is working to implement admission packs and discharge folders containing useful information for patients and carers. The orthopaedics department has also taken the initiative to call patients following discharge to ask three questions: Did you get home safely? How was your stay? Is there anything you are unsure of?

    Read more: Working with Frimley Health NHS Foundation Trust

GP receptionist training

Patients contacting their GP surgery for help and support for a range of minor ailments could access treatment faster thanks to receptionists receiving special training.

Read more: GP receptionist training

Extended GP access

As part of the Government's commitment to extending access to primary care services, we conducted a public survey over the summer of 2017 for local people to express their preferences on days and times of appointments and what sort of services they would prefer to be more widely available.

Read more: Extended GP access

Making sense of staff uniforms

Following a recent joint quality visit (involving the CCG and Healthwatch) to the inpatient wards at Farnham Hospital, patients flagged that they sometimes found it difficult to know what all the different uniforms on the ward meant and who they should talk to about what.

Read more: Making sense of staff uniforms

Farnham Integrated Care Centre

A local resident, who is also a Patient Participation Group member at her GP practice, a member of the Farnham Locality Group and a North East Hampshire and Farnham Community Ambassador, created a newsletter to update local people on the Farnham Integrated Care Centre.

Read more: Farnham Integrated Care Centre

Healthier hospital discharge lunch

Feedback from a patient’s son regarding the packed lunch his father was given on discharge from the inpatient ward at Frimley Park Hospital. The lunch only had a sandwich and a bag of crisps and a small bottle of water, it was suggested a more healthy option be provided.

Read more: Healthier hospital discharge lunch

Mental health

Our mental health crisis services across North East Hampshire and Farnham were all designed with local people to meet the demand that they had expressed.

Read more: Mental health


The CCG commissioned Healthwatch Hampshire to undertake a cycle of engagement events with carers and other partners to identify the support that carers would want to receive to enable them to maintain their caring role for as long as possible.  This was from January 2016 to April 2017.

Read more: Carers

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