We're Listening

Getting involved really makes a difference. Since the CCG formally started in April 2013, we have made a number of changes in response to patient and public feedback.

Care Homes

We have carried out extensive work to improve the experience and care received by patients in care homes. We consulted with care homes to create a strategy for the way forward, which helped improve our working relationships with these care providers. Our collaborative working approach has also benefitted our work with Myton hospice to support care homes and improve outcomes for end of life patients.
Two important indicators of our success are:
i) 10 of our homes to date have achieved accreditation in the React to Red pressure ulcer prevention campaign; and
ii) there were no reported Norovirus hospital admissions during winter 2015-2016.

In addition we have supported 3 care homes previously rated 'inadequate' to improve, and these have increased in rating to 'requires improvement'.

Falls Pathway

We held a three-day event in June which brought together key stakeholders, including patients and carers, to design a Falls Pathway. The winning team’s design went live in December 2014. This is an example of how patients and carers can play a hands-on part in shaping local health services.

The Falls Pathway helps to keep people in their homes and out of hospital. Working closely with West Midlands Ambulance Service, instead of taking patients directly to hospital as a default position, support can be arranged within hours if not minutes to ensure the patient has what they need to remain in their home if this is appropriate. This includes temporary 24 hour care support while a social care referral is being processed, temporary equipment to assist with independence or visits from GPs, nurses and mental health teams if needed. 

NHS 111

Feedback from our community indicated a lack of awareness about the NHS 111 service. As a result we began a campaign in December 2014 to urge people to call NHS 111 when they are unsure of what health service they require.  This included a mixture of innovative videos, social media, traditional advertising and getting out into busy areas of our communities to spread our message.  

Feedback on the videos, launched in February 2015, has been very positive. There has also been a significant rise in the number of calls to NHS 111 and a reduction in the number of unnecessary A&E attendances. The CCG was named Best Collaboration Winner at the Comms2Point0 Unawards in December 2015.

Patient Experience Reports

We want to make sure that everything you tell us helps to inform our decision making. Every quarter the feedback we gain from local people through involvement is looked at alongside other channels of patient information such as complaints, the Friends and Family Test etc.  Feedback trends that are identified are then reported to the CCG’s Clinical Quality & Governance Committee, meaning your views really do influence the commissioning of healthcare services in Coventry and Rugby.

NHS Network – improved bus access to local hospitals

Concerns were raised at patient forums in July 2013 that the timing of bus services to hospitals was inadequate. A working group was formed between the CCG, local hospitals, Travel de Courcey and patient representatives to address concerns and improve the services. The outcome is a new NHS Network service launched in October 2013.

NHS Network provides bus connections in Coventry city centre, Rugby town centre, Rugby St Cross Hospital, University Hospitals of Coventry & Warwickshire (Walsgrave), George Eliot Hospital and Leicester Royal Infirmary. Timetables and a journey planner can be found at http://www.traveldecourcey.com/journey_search/

Bus Network map

Improved specialist eye care service access for Rugby residents

Patients had raised concerns that Rugby residents had to travel to Warwick to access treatment for age-related macular degeneration (AMD). This is a serious condition that can lead to blindness if untreated. We have worked with local hospitals so that patients can get treatment at a wider range of locations in the Rugby area. These new options were made available from 25 November 2013.

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