What you have told us

We are committed to listening to your views and taking on board your feedback to help us make improvements to health services across Blackpool, Fylde and Wyre.

Below are examples of areas we have engaged with members of the public:

Click each header to expand its content

NHS England - Whitegate Pharmacy, Blackpool

The Whitegate Pharmacy is located in Whitegate Health Centre.  The health centre hosts Glenroyd Medical and Marton Medical GP practices as well as a range of other health services.

Whitegate Pharmacy holds a Local Pharmaceutical Services (LPS) contract,  which means the it can deliver a range of services, for example methadone and emergency contraception alongside traditional pharmacy services.   The contract for services delivered by Whitegate Pharmacy is due to expire next year and the commissioner (NHS England and Improvement North West) plans to recommission the services.  To support this process, we held an engagement exercise with both the public and local stakeholders, so that we could find out how its services are being used.

We attended the pharmacy and spoke to users and stakeholders and hosted an online survey.   Analysis of the findings will help inform our thinking when preparing the new contract for the future services and help make sure that any decisions are based on local needs. If you would like to see the results of the engagement exercise please see the link to the report Whitegate Report FINAL

For further information or any queries please contact: Mark Lindsay at england.lancsat-pharmacy@nhs.net

NHS Long Term Plan - Healthwatch engagement

In Spring 2019, Healthwatch England was commissioned by NHS England to carry out public engagement on the NHS Long Term Plan.

People were asked about their general views on the Long Term Plan, as well as their views on some specific conditions – via online surveys and a small number of focus groups.

Overall, Healthwatch in Lancashire and South Cumbria gathered feedback from nearly 1,000 people.

You can read the report in full here: NHS Long Term Plan engagement - Lancashire and South Cumbria report (pdf | 1.1 MB)

Further to this work, Healthwatch Blackpool is currently speaking with people across Blackpool, Fylde and Wyre to gather feedback on their recent experiences of accessing health and care services across the Fylde Coast. This insight will be used to inform the development of the Fylde Coast Integrated Care Partnership (known as Healthier Fylde Coast) five year plan.

Improving hearing aid services

NHS hearing aid service providers have met health chiefs in Nelson, Lancashire to learn about new arrangements for the commissioning (buying) of NHS hearing aids services in Lancashire and South Cumbria.

The event, organised by NHS Blackburn with Darwen CCG (Clinical Commissioning Group) was run an behalf of all CCGs (Clinical Commissioning Groups) across Lancashire and South Cumbria  who are working together to re-procure (buy) hearing aid services for age-related hearing loss for those aged 50 years and over.

Dr Santhosh Davis, Burnley GP and GP lead for the hearing aid service procurement said:

“Hearing is a sense that should be cherished. It’s a sad fact of life that as we grow older, our hearing can deteriorate and we can be at risk of becoming socially isolated and lonely. An ageing population means that demand for both hearing assessment and treatment services, including hearing aids, is likely to rise substantially in the future.  Our vision for people with age-related hearing problems is for them to receive, high quality, efficient hearing services delivered closer to home, with short waiting times that are highly responsive to their needs. The service will be free at the point of access”.

“We undertook a considerable amount of engagement with patients, and service providers to understand existing services and to produce a service specification that truly meets the needs of patients.  We met with service providers to invite them to bid for this service and to learn more about what we as commissioners, and our patients expect”

East Lancashire resident, Mr Stephen Finn, is a patient representative on the Lancashire Audiology Leadership Team and along with Miss Lesley Jackson, also of East Lancashire, has helped the CCGs to engage with the public and to coproduce the service specification.

The CCGs conducted a survey of people who use NHS hearing aids last year, and found that there was room for some improvements in hearing aid services.  People said that they wanted more support, more information and better aftercare when they received an NHS hearing aid.  CCGs have used this information to ensure that NHS hearing aid service users will get this additional support.

In a film which was shown at the event, Mr Finn talked about the challenges of hearing loss and why it is so important for people to have a hearing test, and use hearing aids if they need them,

“People don’t realise that hearing loss is only one part of the problem. The more you suffer from hearing loss, the more you isolate yourself and over a period of time people can become lonely, and depressed.  It’s very easy to put up with hearing loss, and perhaps avoid going to have a hearing check because you think you can cope. But it does worsen as you get older, and it’s definitely worth having a hearing test. If you need a hearing aid, use it, learn how to live with it and obtain the support and after care that you should have, once prescribed a hearing aid”

The film on the challenge of hearing loss and how using hearing loss and hearing aid services can benefit patients can be seen here: https://youtu.be/KpcZxvHplqI

Mr Finn is now working with NHS services and commissioners to help produce a patient information pack for anyone who uses NHS hearing aids:

“What we found when we conducted our survey of hearing aid users is that people want more understandable and clearly written information to help them use and care for their hearing aid. People also want to understand what they can expect from an NHS hearing service and what their responsibilities as a hearing aid user are too.   NHS hearing aids can be straight forward to use and they definitely can transform your life if you have lost your hearing”

Have your say: digital health report

In 2018 Healthier Lancashire and South Cumbria asked the Healthwatch Collaborative (Blackpool, Blackburn with Darwen, Cumbria and Lancashire) to help them find out what local people think about using digital technology to manage their health and wellbeing. Almost 2,000 people got involved in the conversation about digital health, including many from the Fylde Coast. In February 2019 Healthwatch published the resulting ‘Have your say: digital health’ report.

Winter campaign 2018/19

NHS England launched the ‘Help Us Help You’ campaign ahead of winter 2018. More information on the campaign can be found here.

Having successfully used the ‘Think! Why A&E?’ campaign for several years to improve awareness of the most appropriate health service to use, we began to consider backing the national campaign on the Fylde Coast.

In making this decision, the CCGs’ communications and engagement team gathered the views of the Influence Panel, which supported the move.

We developed a handy postcard for people to keep on their fridge at home – Guide to local health services (pdf | 0.3 MB) . Many thanks to N Vision for your support in developing the postcard and ensuring it was easy to read.

Using social media, in February 2019 we asked people for their thoughts on the success of the Help Us Help You campaign on the Fylde Coast via an online survey.

We received 462 survey responses, more than 70 per cent of which said they felt the campaign was useful and more than 30 per cent said it had caused them to do something different, such as getting their flu jab, visiting a pharmacy for advice, accessing an evening or weekend GP appointment, calling 111 or visiting an urgent treatment centre.

Developing this website

Before launching the joint Fylde Coast CCGs website, we asked our Influence Panel whether they felt this was the right thing to do, as well ask asking for their input into its design and layout. To see the full report on what they told us, click here.

The website was also scrutinised by IT students at Blackpool Sixth Form who submitted a number of comments, many of which have helped in the ongoing development of the site.  One example is making the CCGs’ social media more prominent on the website.

Developing our communications and engagement strategy

As the two CCGs across the Fylde Coast have begun working much more closely together, it has become necessary for us to develop a joint Fylde Coast CCGs communications and engagement strategy.

In order to produce this document, we have asked for input from the public via our engagement groups as well as through our Neighbourhood Survey.

We asked a number of questions about what people felt could be improved about the CCGs’ engagement and how they felt we should involve the public at our Influence Panel, PPG Network and PPEI. We also asked for members to share these questions with colleagues and other members of the public and to send through their comments to us.

Comments included:

  • Avoiding jargon and acronyms, as well as including glossaries within documents to explain any difficult or unusual terms or phrases.
  • Providing summary documents of larger publications to make them more readable for the public.
  • Strengthening the ‘you said, we did’ mechanism to help people understand how their feedback is used.
  • Support and champion the voluntary, community and faith sector.
  • Aim to use various media to reach groups that do not use computers or smart devices.

In addition, to aid our internal communications with staff, GP practices and partners, we asked colleagues to complete a survey and to provide comments on our engagement processes to aid the development of the strategy.

The draft Joint Communications and engagement strategy 2019-21 (pdf | 1.5 MB) will be presented to the CCG Governing Bodies in March for ratification before being published soon. It includes a section on how your views have made a difference (see pages 10-12). If you have any comments or feedback you’d like us to take into account, please contact us on comms.fyldecoast@nhs.net.

Neighbourhood development plans

In late 2018, under the Healthier Fylde Coast partnership, which includes the NHS, local authority, the voluntary, community and faith sector and residents, the CCGs developed a ‘neighbourhood plan survey’ to provide public perceptions data in relation to the 10 neighbourhoods across the Fylde coast.

Download a hardcopy of the survey: Your Community - Neighbourhood Plan Survey (pdf | 0.8 MB) (This survey has now closed)

The survey asked residents about their community (the place where they live, the surrounding area and the places they use in their daily life, for example, shops, schools and health services). It also asked how neighbourhoods (groups of GP practices, social care, local councils, the voluntary sector and residents, which usually cover populations of between 30,000 – 50,000) can work together to improve health and wellbeing in their community.

“With the support of the Influence Panel, patient participation groups and the network of developing community groups we had an amazing response to a recent survey to support neighbourhood development – around 1,600 people across the Fylde Coast gave their views in just a few weeks. This response rate is unprecedented, and we extend our thanks to all those who took part.”

Kevin Toole, lay member, NHS Fylde and Wyre CCG

The survey ran from 16 November to 21 December 2018 and was promoted on social media, the CCGs’ website, via GP practices and through paper surveys in GP surgeries. Patient participation groups helped to distribute and promote the surveys. The survey was broken down into three distinct sections, ‘your community, ‘working together’ and ‘your voice’.

A total of 1,679 responses (both online and paper responses) were received. The data is currently being analysed, with highlights having already been fed back to the neighbourhoods at an event in December. The data will help to inform the priorities and direction of work for the 10 neighbourhoods across the Fylde Coast. We will update our website to let you know how your views have made a difference when the neighbourhood plans are developed.

The results of the survey have been split by neighbourhood and reports are available to download below.

The results of the survey will be used by the neighbourhoods to develop their annual plans.  To help them develop the plan we have produced a template document: Primary Care Network and Neighbourhood Annual Plan Template v1.1 (pdf | 1.1 MB) .

Children's Mental Health Services Redesign - Digital Thrive

The Fylde Coast CCGs are supporting the redesign of children’s mental health services across Lancashire and South Cumbria.  As part of this, co-production events have been held with children and young people on the Fylde Coast.

Find out more and view the feedback from engagement workshops

GP Patient Survey

Every year, a random selection of people living on the Fylde Coast and the rest of England are invited to take part in the national GP Patient Survey (GPPS).  The results are shared on the dedicated GPPS website and is available down to individual GP practice level.

To help people better understand the results of the survey we have developed a handy infographic which gives a snapshot of the results for the Fylde Coast.  This is available to download below.

Influence Panel

Under the Influence membership scheme, we have the Influence Panel – a group of people who help to make sure that local health services are suitable for the people of Blackpool, Fylde and Wyre.

The panel meets monthly to help shape and review projects commissioned by the CCGs. You can find out more about the panel and how you can get involved here.

Staining Surgery closure

In 2018 Dr G Celikkol approached NHS Blackpool CCG to ask permission to close the Staining branch surgery of his practice which is on Chain Lane in Staining.  Staining is within the NHS Fylde and Wyre CCG boundary; however, since the surgery is a branch of the Grange Park practice, which is a member of NHS Blackpool CCG, responsibility to make the decision to close the surgery fell to Blackpool.

We wrote to all those patients who would be affected by the closure and advised how they could share their views. The engagement exercise ran from February to March 2018.

Download the Engagement Report - Staining Surgery (pdf | 0.8 MB)

Blackpool Citizens Inquiries

In Blackpool we teamed up with Blackpool Council’s public health team to hold a number of citizens inquiries based on our neighbourhoods. They were run by an independent company to look into residents’ views of health and wellbeing in Blackpool.

Find out more about the inquiries and their findings here.

Evening and weekend appointments

Following the launch of the service, in 2018 we asked a team of business students from Lancaster University to undertake an analysis of the service to assess how we could make improvements and make sure it was utilised to its full capacity.

Part of this piece of work involved speaking to PPG members across the Fylde Coast and also patient representatives via the Influence Panel.

Following the analysis, a number of challenges were identified, including the need to train reception staff to fully utilise the system, location of the services and a lack of awareness of the services.

Since the completion of this piece of work:

  • The CCGs have worked with practices to improve the way services are offered to patients when booking appointments with the reception staff.
  • Patients have been given access to the service at all sites, regardless of where they live, so can now choose to go to any of the four available service locations.
  • A new service location has been opened in Garstang.
  • A communications campaign has been launched on social media and through posters in GP practices and other public locations.

Cancer services

Thanks to the hard work of the Patient Cancer Care Improvement (PCCI) group, which feeds into the Fylde Coast Cancer Steering Group, there have been a number of improvements for patients using cancer services on the Fylde Coast.

These have included:

  • Developing ‘useful contacts’ cards to be given to all newly diagnosed patients.
  • Feeding into the ‘Time to give a s#!t’ bowel cancer campaign.
  • Developing a transport directory to help patients access appointments.
  • Helped in the development of ‘Always Events’, which will see a pilot within the urology department for ‘information prescriptions’ including a simple checklist and signposting guide to services and information.

FYi Directory

Throughout engagement activities, members of the public and wider stakeholders often told us how difficult they found it to access information about health and care services. Many commented this is often confusing and frustrating.

As a result, the CCG worked with other Fylde Coast partners, notably Blackpool CCG and Blackpool Council to develop a dedicated directory of services.

The FYi Directory was launched in September 2017 following a lengthy period of engagement with patients and stakeholders to develop and test the tool. It provides one comprehensive portal for service information and is accessible to members of the public as well as professionals at www.fyidirectory.co.uk.

There had been more than 100,000 unique visitors to the FYi Directory. A manned telephone helpline is in place for anybody without computer or internet access. This operates from Monday to Friday with staff able to respond verbally, as well as print and post information as required.

The directory is now the first page people are directed to when they sign into the free NHS Wifi now in place across the Fylde Coast. This is helping to further reinforce recognition of the directory with feedback to suggest this has proven a useful awareness mechanism.

Click here to download a short report on the engagement activity and feedback for the directory – FYi - How patients shaped it (pdf | 0.3 MB)

'Delays' in practices receiving letters from consultants regarding patients

Volunteers on some of our patient participation groups (PPGs) raised a concern about the length of time it took for letters from hospital consultants following outpatient appointments to be received in general practice.

This intelligence was used to hold a week of information gathering in four practices that enabled the CCG to better understand the issue. It was discovered that while there were occasional delays in letters being received in a timely manner, there were no patterns that presented a concern to the CCG and no further action was taken.

Despite this, the CCG fully appreciated the views of the PPG members who raised this concern and was pleased to carry out this investigation to ascertain whether or not there was indeed an issue.

Kirkham and Wesham health developments

Almost 90 per cent of people who responded to a survey (June to September 2017) about developing a state of the art new health centre for Kirkham, Wesham and the surrounding area said they were in favour of the development.

The findings of this survey launched by NHS Fylde and Wyre Clinical Commissioning Group (CCG) were independently analysed by leading market research firm QA Research.

Read the analysis of the survey Improving health services in Kirkham and Wesham Engagement Report (pdf | 3.8 MB)

Fylde and Wyre health service developments

In February 2017, we held a number of engagement events to provide an update on Fylde and Wyre CCG’s 2030 Vision for Health and Care in Fylde and Wyre (pdf | 0.6 MB) , specifically the new models of care, as well as looking at how the provision of services may be developed in the future.

The main focus of the engagement activity was for people  to consider what makes a community health service ‘excellent’ and in doing so prioritise a number of statements around what was most important to them. We used those prioritised statements to develop ‘objectives’ to measure the quality of community health services.

A total of 163 people took part in both a face-to-face and online setting – you can read the report in full here Multispecialty Community Provider: A new way of working - engagement report (pdf | 0.5 MB) .

Self-care strategy

For some time, organisations across the Fylde Coast have been working together to produce a Fylde Coast Self Care Strategy. In order for this strategy to meaningful and effective, we believed that the views and experiences of local people should inform its approach.

Therefore a significant period of communication and engagement was undertaken with local stakeholders and members of the public. This included a number of activities with specific details and the resulting outcomes of these can be found in the Fylde Coast self-care strategy communications and engagement report (pdf | 1.0 MB) .

A total of 449 people were engaged with. Of these, 188 were as a result of face-to-face methods. More than 300 people completed our self-care survey either online or in person at local primary care centres. Associated social media posts reached a potential audience of 200, 918 people and three local media articles were generated in relation to this work.

The feedback we received not only helped to inform the strategy, but also resulted in the further development of the FYi Directory after participants cited there needs to be better awareness amongst the public of local statutory and third sector services which can aid self-care.

Commissioning policies

A number of policies have been created or amended on a Lancashire and South Cumbria-wide scale to make sure services across the region are consistent. Each of these has been subject to public engagement or consultation, with more policies to be looked at over the coming months.

Examples of how these policies have changed as a result of public comments include the widening of the criteria for NHS funding of glucose monitoring devices, such as Freestyle Libre, to make it available to more people.

The CCG has recently promoted the Cosmetic Procedure Policy review, receiving presentations from Midland and Lancashire Commissioning Support Unit at the CCG’s Patient and Public Engagement Group, Patient Participation Group chairs’ group and Influence Panel. We also hosted a focus group attended by LGBT (lesbian, gay, bisexual, and transgender) representatives and young people. Fylde Coast residents contributed the most responses to the Lancashire-wide engagement exercise. Changes to the wording of the policy were made as a result, and a suggestion that there should be a glossary of terms added was taken on board.

A glossary of terms was added to the new policy for cosmetic procedures following a request during public consultation and the wording of the policy was amended in a number of places.

Read more about the policies on Healthier Lancashire and South Cumbria’s website.

You said, we did

Your feedback is important to us. Sometimes during our engagement, we are able to specifically demonstrate where a piece of feedback has directly resulted in a change. You can read some examples of where it has happened on the You said, We Did page.

Last updated on 12 September 2019 at 12:45 by communications manager