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You said, we did

We use your feedback to change how we do things. Examples include:


You Said...

We did…



You informed us that the Child and Adolescent Mental Health Services (CAMHS) services commissioned by the CCG were not providing an explanation when interventions for patients were being downgraded.

The Trust providing this service is now including the rationale in their reports as to why a decision has been made to downgrade the service provided, in such cases.

You informed us of the problems that you had faced following minor surgery which led to an infection, and further treatment being provided by another organisation.

During investigation it came to light that insufficient information was being recorded on patients records and the consent form being used was not fit for purpose.

You contacted us regarding delays in receiving wheelchairs, and not receiving any communication from the service to let you know of these delays.

 The Service agreed to highlight to their staff the need to communicate with patients when equipment is out of stock, and provide a realistic timescale for delivery. The backlog of people waiting has been reduced.

You’ve told us that some retrospective individual funding requests are turned down when they shouldn’t be.

We have reviewed the process for individual funding requests and have ensured that cases are looked at retrospectively where appropriate. 

You made us aware that some people were not being told of potential alternatives by one of our acute Trusts when they cannot treat you within 18 weeks.

We have worked with the Trust to develop a flowchart for their staff which clearing explains what they need to do if a patient is likely to breach the 18 week wait for treatment. This includes contacting the patient to advise them if another hospital can see them sooner and arranging for this to happen if they would like this to happen.

You told us that it could be confusing to know which service to choose other than the emergency department (ED) at the local acute hospital if you were feeling poorly or had had an accident.

In 2014, we published a 12-page A4 colour guide What to know…and when to go which was distributed throughout our CCG area, including public buildings and all GP practices. This was a guide to everyday health services that people may need in a hurry, such as the NHS 111 and minor injuries services and pharmacies. It is also available to download on our website. In 2015, we have produced several short videos featuring the exploits of a fictional character called Ed and how he makes informed health choices which prevent him from having to go to ED. These received 15,000 viewings in the first few weeks alone. The videos are also available on our website and via a Facebook page which we have also set up to further spread the word. We have also taken out campaign advertising on Wave FM – the most listened to radio station in our area.

Whilst you told us that much of the care given to people who suffer a fall was good, there were areas that could be improved.

We spoke to patients in person, and via a survey, to get a better idea of precisely how things could be improved. We are now looking to use that feedback to improve care.

You said that improvements could be made to services for people suffering from bone problems and or persistent pain.

We commissioned a new musculo-skeletal (MSK) service, which now incorporates a new persistent pain service.  Despite a few teething problems with implementation, the service is now getting good feedback and is reducing unwarranted referrals into secondary care (hospital settings). This service operates out of a number of community hubs including Fareham Community Hospital.

You wanted the Red Cross to be able to run its service from Fareham Community Hospital

We have provided space, free of charge, for the Red Cross at the hospital

You wanted more services provided from Fareham Community Hospital.

We have included the hospital in the list of sites for services to be provided from in the service specification for the Portsmouth Treatment Centre contract.

Ophthalmology (eye services) – you made us aware of long waits for appointments, especially follow-up appointments in secondary care (hospitals).

We introduced a new community ophthalmology triage service that is currently operated by Care UK. This service works out of a number of community hubs including Fareham Community Hospital. As well as clinical triage of all referrals and provision of an outpatient and minor eye procedure service, the clinicians work directly with local ophthalmologists to enhance training and education around local services and improve the quality of referrals.

You told us that there were long waiting times for the Southern Health physiotherapy service. 

We have made changes to the service. From April 2015, the service will be working to a new specification with a target of seeing all new routine patients in four weeks - and urgent cases within two weeks. 

You said that, although funding IVF treatment wasn’t a priority for the NHS, you would nonetheless want access expanded.

We did make a decision to fund up a maximum of two embryo transfers for eligible women, rather than the previous maximum of one.

The voluntary sector told us that it wanted information about its services to be more widely known among GPs.

We set up a special session at a major GP training event during which various charities and other organisations were invited to set up information stalls to showcase their services – and respond to GP questions while networking.

You wanted the amputation rates for those with diabetes lowered.

We have developed a joint action plan with our primary care, community and secondary care clinical colleagues to make improvements to the diabetes pathway overall with a particular focus on improved foot care and reduced amputation rates in the years to come. This will be implemented via a multi-disciplinary diabetes Taskforce chaired by Dr Paul Howden.

You had concerns about the End of Life Care and bereavement services model at Queen Alexandra Hospital, Portsmouth.

We have raised these concerns with the Trust which is considering what improvements could be made. We run an End of Life patient participation group, if you would like to contribute to this please contact Sarah Malcolm by emailing

If you have an idea, suggestion or feedback that you'd like to tell us, let us know using our feedback form.