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Brent, Central London, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, and West London Clinical Commissioning Groups (CCGs) have merged as of 1 April 2021 to form North West London CCG. Brent, Central London, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, and West London Clinical Commissioning Groups is transferring to the new CCG – North West London Clinical Commissioning Group on 1 April 2021. The new Clinical Commissioning Group will become the new data controller.

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You said, We did


Our aim is take into account what you, the public, have said about what we can do to involve you, the public to improve the way health services are planned, delivered and monitored. It is a key priority for us to keep you informed and updated in every aspect of our work.

The Hounslow CCG Engagement and Communications Team have recorded snap shots of what is being done about the suggestions made by you, the members of the public.

The CCG will  also continue to feedback via the You Said, We Did section of our website and our engagement meetings and Governing Body.

Visit our Get involved page to find out more about how you can pass on your feedback. 

You said  We did 
How is Hounslow CCG making itself more accessible for patients to get more involved in what they do?”

The engagement team currently has a drive to increase the number of patients we regularly engage with. This is through newsletters, Patient Participation Groups, (PPGs) and Community groups. The team is becoming more visible in the community by attending events and group meetings.

Through our engagement we are recruiting patients onto committees and ensure their voice is heard as part of the commissioning cycle.
“Hounslow CCG should work jointly and build networks with key community groups and reps in Hounslow”

The engagement team has built a good rapport with large and smaller community groups, representatives and key stakeholders. Going forward they intend to engage with more specific groups  and  emerging  communities. Hounslow CCG attends the Hounslow Community Network meetings and places any new projects on network  portals  to  work  with  the  community
“What is being done to raise awareness about diabetes in General Practices;
information should be accessible for patients once they have been diagnosed.”

The Engagement team sends diabetic literature to GP practices on symptoms, 15 Essential Health   Checks   and   upon   request   different
languages for emerging communities.
The engagement team also refers diabetic patients to the X-pert Diabetes Education Programme.
Diabetes update reports are present to our public meetings with statistics on Diabetes levels in Hounslow.
To find out more about diabetes please click here:
“How are you engaging with patients locality development and out of hospital services”

The engagement team is currently formulating locality PPGs, the purpose of the groups will be to feedback on the out of hospital services provided within the locality and to increase awareness of these services to patients.
To get involved with locality PPG please click here:
“Health care and social care are hand in hand both CCG and the Council should be working jointly to ensure the best service is provided for carers in Hounslow”
We have a 5 year strategic plan which will integrate health and social care services and engage with Hounslow patients to capture their views.
“Hounslow CCG need to engage using different channels of communication with local residents”

Over the last year the engagement team has started using social media as a way of engaging with local residents.
Now along with patients help the engagement teams have made sure that information and services are fully accessible to patients.
“Hounslow CCG should have a smoother transaction period for patients when they change providers.The diabetes service provider transition wasn’t communicated effectively and on time”
We have taken into account that patients should have been informed early about the new development regarding the new diabetes services.

We will ensure that patients are well informed about new services months ahead.

What is Hounslow CCG doing to make booking appointments for patients easier?

The engagement team has been  visiting supermarkets and community events to increase patient awareness of online services at GP practices. We have been handing out leaflets and talking to the public as this is one of the key ways to get the message “out there”.

One of our engagement officers has been regularly meeting with a COPD self-help group. The group are keen to get more members, from GP referrals and the community. They would also like somewhere the group can do exercise whilst not being embarrassed about their conditions.

We have found the group a room to meet in, in a health centre. We have also approached a local leisure centre so a room can be used once a week as a pilot for COPD sufferers to use gym equipment whilst under the supervision of a Pulmonary rehab nurse. If this is successful then this will become a regular programme.

The Hounslow Diabetes Patient Reference Group felt as diabetes patients living in Hounslow there was not enough available information on where patients could access diabetes services in the borough.

A patient booklet and website was agreed as an appropriate platform to engage with local residents. The main aim is to encourage patients to take control of their health, to choose the right services and inform people about healthy lifestyle services in the local borough. /what-we- do/improving-diabetes-care.aspx

Patients regularly asked about what community transport services are available for them to get to appointments in Hounslow borough

The CCG has formulated and designed a booklet which outlines who is eligible and how to register and book transport.

Your website needs to be more interactive and attractive such as more information about self-care.

We are currently in the process of overhauling our website. We have updated our self-care pages and will continue to update the pages when new information is available. We will be adding interactive videos around self-care and raising awareness on long term conditions.

How does the CCG inform patients about new healthcare initiatives?

The CCG has a database that it uses to regularly update patients on healthcare developments. A quarterly newsletter called “Healthy Hounslow” is sent out to all patients and stakeholders on our database.
How do patients get added to your database and stay informed?

We have an updated “get involved” leaflet which is available in all GP practices, health centres, libraries and leisure centres in the borough. Patients can also sign up through our website or by emailing
Do you use social media?

We have a twitter handle where we regularly inform local residents and stakeholders on national and local campaigns, key messages and events we organise and attend. Follow us @HounslowCCG
There are a lot of abbreviations and acronyms used in public meetings. How can patients know what you always mean?

As a CCG we do try to keep the use of abbreviations and acronyms to a minimum. However there always times when this occurs, to help patients understand these abbreviations we have developed a handy glossary of acronyms and abbreviations 
How does the CCG engage with seldom heard community groups in Hounslow Borough?

The engagement team organises outreach events and workshops in the community to engage with a wide range of people as possible, including:
  • Supermarket outreach on a monthly basis
  • Emerging communities workshops
  • Faith centres
  • Health Centres
  • GP Practices
How can patients have more influence in health services in Hounslow borough?

  • Each practice in Hounslow has a patient participation group (PPG) which looks at the practice and how it works for patients.
  • We also have five locality PPGs which look at how services are delivered in the area (Chiswick, Brentford & Isleworth, Heart of Hounslow, Great West Road, Feltham) these groups meet bi- monthly to help to raise practices to and equitable level from a patients perspective and to help promote services to a wider patient audience.
  • PPE Committee provides assurance to the governing body on communication and patient, carers and public engagement. The duty of the PPE committee is driven by the priorities of the CCG. These duties are flexible and responsive to new and emerging priorities. We invite leads from patient and community groups along with key stakeholders to ensure the patient voice is heard by our governing body.
Is the CCG planning to commissioning counselling services for the local populating considering the Hounslow demographics?

There are counselling’s within the borough of Hounslow and the CCG is working on increasing services and one of the roles of the counselling network is to go into the community to create awareness of the services available.
Chiswick is trailing a fribrillator and the plan is to make this available in the whole of Hounslow?

This is now available in all GP practices

What are the differences and similarities of the CCG and Public
Health? Where do functions overlap?

Before the CCGs were created, Public Health was a part of the Primary Care Trusts and now the CCG works closely with Public Health on what the CCG wants to achieve. The Strategy Transformation Plan is a good area of how the CCG and Public Health will work together. And where there are opportunities both organisations build up on it. A steering group has been set up with the local authority for preventative measures.
Does the Hounslow CCG support the new Educational Health and Care Plan for children with Special Educational Needs and encourage doctors and consultants to support the child by submitting medical reports relevant to the child’s educational needs?

Hounslow CCG, in partnership with the Local Authority and our provider organisations such as Hounslow and Richmond Community Healthcare Trust (HRCH), is committed to implementing the SEND reforms including the introduction of Education, Health and Care plans.
We commission the Child Development Service at HRCH to complete the initial health assessments for Education, Health and Care Plans; these must be completed by the designated doctor and submitted to the Local Authority within 6 weeks of a child or young person being referred. Processes are in place contributions from other health services such as speech and Language Therapy, mental Health Services, and the Acute Hospital to be sought as required.
Work is on-going to further improve this process. A designated clinical officer for SEND, has recently joined the CCG and will be working with us and our partners to ensure that Educational, Health and Care Plans are high quality, completed in a timely way, and are focused on improving outcomes for children and young people with SEND.
The recent annual Cancer Patient Survey has been released and in London 70% of responders say they do not have a care plan. This is likely to be replicated across other long-term conditions. What are the plans of the CCG to improve this situation in Hounslow so we can claim- we have a world class service to improve outcomes for patients and carers?

Hounslow CCG recognises the importance of the patients
having care plans for their long-term conditions, of which Cancer is one.
We have increased the number of patients with diabetic care plans; have written templates to include care plans for those living with Asthma, COPD and Mental Health. We working with Practices in 2016/17 to significantly increase the number of patients with Coordinate My Care (CMC) records (i.e. End of Life Care Plans). 4% of our most frail patients have a general care plan co-created each year.
Our target in 2016/17 is over 9,000 completed care plans, an increase 2015/16 figure of 5,943 care plans completed.
What can be done about receptionists?! I thought it was just me that didn't want to talk to the receptionist but I've now seen in the news that 'receptionists may put people off seeing their GP by asking questions about symptoms' (BBC). What's this 'funding for general practice development'? Does it include receptionists? If so, what can we expect to change? When will we see this change?

GP practice receptionists are the first point of contact for the majority of patients. The role of the receptionist is to facilitate access to the appointments for services provided by GP Practices. In order to effectively manage patient access and appointments, receptionists may ask certain questions; this is to ascertain who would be the most appropriate healthcare professional to meet the patients’ needs. It is not always clinically necessary or appropriate for a patient to be seen by the GP, there are occasions when other healthcare staff may be more appropriate and by utilising these staff practices will be able to shorten waiting times for access.

Some patients may feel uncomfortable about sharing information with receptionists about their health. Therefore, they should not feel in any way that they are required to do so in order to secure an appointment. If patients are happy to share information with the receptionists then practices should have arrangements in place for this to be carried out in confidence.

Hounslow CCG has commissioned a GP Practice Development Programme which includes 2 day receptionist training for new and experienced staff. The training covers a range of topics including customer service, training in telephone manner, equality and diversity, confidentially and listening skills. To date 30 receptionists have attended training. Further training dates have been planned over the coming months.

If you have further issues I would advise that you raise these with the practice directly or alternatively via your Locality Patient Participation Group so that your concerns can be addressed.