How Public Voice impacts

We engage with a wide range of patients, public and other local stakeholders to ensure that our vision for the future of health and care services really meets local needs and reflect local views. You can read a wealth of information regarding local patient and public feedback on a range of specific topics here.

In order to shape a shared vision for health and care, we listen to, understand and act on what really matters to patients and people in our communities.

You can read some examples of this by clicking the You Said, We Did box below, or read on for some more detailed case studies.

Your feedback, thoughts and ideas really can make a difference. Your comments and feedback can help us to improve the services that we commission, decisions that we make and ultimately improve patient care. Visit our contact us page if you want to give us some feedback.

You said

Reported positive feedback from patients about text reminders for flu vaccinations but why is this not used for other services? 

We Did 

We supported Patient Participation Groups to feed back to Primary Care and GP practices in East Sussex that annual asthma check reminders should be sent in the same way to improve take up in a timely manner.  

You said

Frailty and falls are a serious issue in East Sussex- how can the CCG work with Patient Participation Groups to avoid frailty and falls?

We Did

The CCG has supported a series of free, entertaining and educational talks for older people are being held in Hastings, St Leonard’s, Rother, and Bexhill.

The ‘Be your own doctor – avoiding frailty in older age’ events are presented by consultant geriatrician Dr. Elena Mucci. Dr Mucci’s talk is designed to help older people lead healthy, active and fulfilling lives, and to learn more about aging, health and self-care.

As a result, patients who attended the sessions are now more aware of self-care and feel empowered. Further work on Frailty is due to take place over the coming year.

You said

Could moves be made to make it possible to see the same GP?  

We Did

We acknowledge that patients who see the same general practitioner a greater proportion of the time experience fewer admissions and report greater levels of satisfaction. However, shortage of GPs is a problem and although all patients will have an allocated GP who oversees their care and treatment, but it may not be possible to always see this/same person. 

We hear from practices that they do try and see their own patients, and value continuity of care particularly when they are regularly attendees, booking in advance for routine follow ups/chronic illnesses issues.

We will work with partners to try and improve GP recruitment and retention. Continuity of Care will always be important but who delivers that care may change. 

You said

We need to find alternative means of communicating with patients, rather than relying on letters.

We Did

As part of the project to make the NHS paperless by 2020, we have developed a number of initiatives to reduce the volume of paper generated by the NHS.

We introduced the NHS e-Referral Service where patients have the option to book their appointment online and, as a result, do not receive additional appointment paperwork.

We will support GP surgeries to increase their use of MJOG – Free Patient Messaging App – to raise awareness of local services available to patients. 

We will continue to work with partners to identify alternative means of community with patients other than via paper such as e-mail and text.

You said

There are long delays to access the Child and Adolescent Mental Health Service. 

We Did

We worked with the Child and Adolescent Mental Health Service (CAMHS) to reduce waiting times for routine treatment to be no more than 8 weeks from referral and for priority to be a maximum of 2 weeks for treatment, excluding neuro-developmental referrals. 

You said

You want to talk to a GP or a medically trained advisor via the telephone service NHS 111 and you want to do it quickly.

We Did

NHS 111 will incorporate a Clinical Assessment Service (CAS) with a multi-disciplinary team made up of appropriate clinicians and clinical navigators leading to an increase in medical consultations completed within the NHS 111 service.

The Clinical Assessment Service will provide safe, rapid, enhanced telephone clinical triage and advice to resolve a health problem or provide the appropriate onward referral.

Read more about this project, and what we have done to ensure your feedback and experiences are included in the new service we are planning >>


Your views about local maternity services

NHS organisations involved in funding or delivering maternity services across Sussex and East Surrey came together with the aim of improving maternity services and support for women and their families. 

As part of this work, we visited Children and Family Centres and other groups across Sussex to hear from women and their families/partners who had recently used maternity services in Sussex and East Surrey about their experiences, what was really good, and what could be improved. 

Hearing from local people about what currently works well and what works less well will help us to improve local services, making sure that all women and their families have access to safe and personalised maternity care.

Re-procuring NHS 111 and OOH services

Last summer we ran a public survey both online and printed in the local Sussex newspapers asking people about their current experiences of the NHS service, and what they thought of our proposed ideas for a future service. 

The views and experiences that have been captured through this survey will provide useful insight and information that will be used to inform and help shape the new NHS 111/Clinical Assessment Service and the development of the Sussex integrated urgent care services for Sussex. Find out what people have said about these services.

We will continue to engage with our patients and local population to explore the themes and gaps that have been highlighted by this survey. 

Improving Accessibility for d/Deaf people across Sussex

D/deaf people do not have the same accessibility to Primary Care as hearing people. Feedback from multiple forms of engagement with the D/deaf community including through d/Deaf space meetings, forums and individual conversations, consistently references common barriers with making appointments, staff not being deaf aware and issues with interpreters. These barriers often lead to D/deaf people avoiding Primary Care altogether, due to the stress and anxiety, tolerating their illness until it progresses to a more serious health concern. 

As a result of this feedback, DeafCOG, an East Sussex Deaf led organisation, were commissioned to deliver a d/Deaf toolkit for GP practices, with recommendations. To support the toolkit, Deaf Awareness training is being rolled out across Sussex over the first quarter of 2020.

We have also commissioned Signlive to provide a Video Relay Service where by patients can download the free SignLive app, and connect to a fully qualified BSL translator, before connecting to the NHS Sussex wide Clinical Commissioning Group Involvement team. This service enables d/Deaf people to feedback on experiences of health care, participate in surveys and take part in public consultations. Read Joelle's story, one of our patients who needed to make an appointment with her GP.

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