How We Use Your Feedback

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Brighton and Hove CCG welcomes and regularly seeks feedback, comments and suggestions from local people about healthcare services in the city. We want to hear your views and opinions on what is working well and what could be improved in the future.

In this section, we share information on what we have been doing in response to public feedback and how it is changing the way we do things.

Visit our Get Involved pages to find out how you can share your feedback and experiences with the CCG.


You said, we did/ will do.....


Primary care

You said: Information on improved access has not reached local communities widely 

We did/ will do: We resent information through our networks; we also sent to key community newsletters. PPGs were asked to cascade information and speak to GP practices about publicising in the surgery waiting room. 


Social Prescribing

You said: We have heard that people know there is lots of information and support “out there” but no way to co ordinate this or to get it to people who need it most 

We did/ will do: We are extending social prescribing across all practices in 2019; the role of SP workers will be a conduit to information on local support, activities and information and also to refer individuals where appropriate 


Childrens Mental Health

You said: Those with neuro-developmental conditions and mental health issues need to be addressed so that services can adapt/ Simpler access routes and more information to CYP MH services 

We did/ will do: Included in Wellbeing procurement and Schools Trailblazer bid 


Urgent Care

You said: 

1. Awareness

-People don’t know the urgent care options

-There is a need for clear and simple information

-Need for information on extended access and 111 to be sent widely – could use, for example, information on prescription forms or with dispensed medicines, information clearly provided in surgeries e.g. on screens

-Could use advertising on buses, or ways such as holders for bus passes

2. Confidence and communication

Some people have a lack of confidence in calling 111- for example overseas language speakers who are unsure about accessing interpreting, People with learning disabilities who may not be able to manage phone calls

-Need to think about how 111 gains consent – for example where a service user is non-verbal, communication has to be through the support worker or carer – this needs to be accommodated.

-111 might not be the right kind of service for addicts, who need the right kind of help straight away without going through a question process

-Support workers and carers often err on the side of caution and go to a higher level for care to be “safe”

3. Use of services / access

-Use will vary according to whether a weekend (more likely 111) or weekday (more likely to try to access GP)

-Need for urgent care in the West of the city

-Homeless people have issues with accessing GP services as they are told they need to provide an address. Sussex Homeless Support know of a card used in London where homeless people can indicate to GP practices that they do not have an address, but are entitled to register. 

We did/ will do: 

Winter 2018/19 comms plan incorporated messages about use of improved access, 111, and pharmacy as alternatives to A&E

Winter 2018/19 comms were targeted towards the highest demographic users of the A&Es, this included students.

A city wide review of urgent primary care is being conducted which includes looking at the provision within the West of the city.

NUMSAS provision across HWLH has been reviewed and results fed back to STP lead

Further data analysis of A&E activity data including analysis of GP practice and geographic location has been completed

Engagement sessions have been held  with GP practices with high use of the A&E

The Big Health and Care Conversation Final Report

The final report from the Big Health and Care Conversation outlines the conversations we had, informs about the work we are already doing (“We have”) and highlights our commitment to using the feedback to change and improve services (“We will”).

If you have any questions about this document, please contact us.

Healthy Eating Information for Older People


We heard from Age UK that older people did not have enough information on the signs of malnutrition, or access to simple and clear information on how to eat healthily. We also heard that when older people are isolated, having someone to share a meal with encourages them to eat. 


We supported Age UK and the Food Partnership in developing a leaflet on Eating well to stay healthy as you age.  This contains information on eating healthily, food choices, and information on initiatives that promote sharing meals. The leaflet will be distributed around the city, including to GP practices and other health settings. 


Screening for Trans People


Trans people told us that there was confusion about accessing cancer screening, and that GPs did not always know the answers themselves


We worked with local Trans organisations to produce a leaflet specifically for Trans people on screening for Breast, Cervical and Bowel cancers – see the Screening page for this leaflet We have also produced information on this for our GPs

Testicular Cancer Awareness for Young Men


Young men are generally not aware of the signs and symptoms of testicular cancer. We need young person friendly information on this. 


The Right Here Project Young Mens Health Champions, together with Albion in the Community,  produced a leaflet on Testicular Cancer, which the CCG also supported. This has been distributed by the Young Mens Champions and is available on the Right Here website

Support for Trans Patients


Trans patients have identified the need for greater awareness around the issues Trans people face, sensitivity when caring for Trans people, and knowledge of the gender reassignment pathway in General Practice.


We have developed detailed guidance for GP’s and other professionals on our website to help support interactions with and care for Trans people.

GPs participated in a training session designed to support local GPs in the delivery of care for Trans patients, led by the Chair of the Clare Project, which supports people with issues relating to gender identity.  

The CCG has also worked with Brighton and Hove Adult Social Care and Brighton and Hove Healthwatch to commission a specialist Trans Advocacy service.

Carer Awareness


GP practices need to become more aware of the needs of carers.


We have worked with the Carers’ Centre to fund a number of short sessions for GP practices – for both clinical and non clinical staff- to help increase awareness of the needs of carers, and to support practices in becoming “carer aware” and ensure the relevant support is in place. 

Improving mental health and wellbeing in our city


We talked to just under 1000 local people about improving mental health in the city and asked for views on the benefits of the ‘Five Ways To Wellbeing’ (Connect, Be Active, Take Notice, Keep Learning). Feedback highlighted the huge range of community activities and groups in Brighton & Hove that could help to promote the Five Ways to targeted individuals and groups.


As part of our Happiness: Brighton & Hove Mental Health and Wellbeing Strategy, produced in partnership with Brighton & Hove City Council, we launched a £261,000 Innovation Fund to support local projects that aim to help people build the Five Ways To Wellbeing into their daily lives. Samba dance classes for new mothers with babies, gentle exercise sessions for people in sheltered housing and an allotment and sensory garden for vulnerable school children are just some of the 61 projects that were awarded grants at the beginning of 2015.

Click here to see a list of our 2015 Innovation Fund projects

Vist the CCG Papers page of this site to download a copy of our Happiness: Brighton & Hove Mental Health and Wellbeing Strategy

GP services and young people


Many GP practices in the city aren’t ‘young people friendly’.


We worked with young people from local voluntary group Right Here who produced a guide for GP practices. We have also worked with a number of GP practices to help them improve ways of working and communication aimed at young people.

Providing interpreters for patients who don't speak English


People who don’t speak English need access to interpreters in urgent care settings.


The CCG now provides telephone interpreting in all local NHS services to support unplanned conversations, for example in pharmacies. We also provide face-to-face interpreting in all NHS services where needed.