Delivering as a CCG

Patient experience

Our aim – we will commission patient-centred services that meet patient expectations.

We believe that the patient should be at the centre of NHS decision-making.  We believe that your voices should drive commissioning strategy. To do this we need to hear about your experiences of NHS care – the good and the bad.

Patient experience information enables us to understand what we do well and identify areas for improvement. Data from complaints, compliments, stories and patient satisfaction surveys helps us understand how the services we commission can be improved.

We also get feedback and intelligence from the Patient and Public Involvement Committee (PPI), patient stories from practice staff and our partners at our Local Authorities.

To share your experience, take a look at our patient experience area.

Healthwatch Nottinghamshire, an independent organisation created to gather and represent the views of local people about the health and social care services they receive, is another contributor as we build up a picture of  people’s experiences of local health care.

Patient stories are a key agenda item at the CCG’s Governing Body which will enable us to develop a greater understanding of the emotional, social and psychological impact of healthcare on patients, their carers and relatives.

Key publications such as: Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2011/12;  The Patient Association Annual report of 13 patient stories (2011/2), and key drivers such as the ‘Patient Revolution’ also provide valuable patient experience information that  we will use to inform its approach to improving the patient experience.

We continue to develop structures to ensure the robust collection of patient experience which will be used to determine commissioning actions.

We also support a Patient Advice and Liasion Service which provides invaluable intelligence on patient experience. Contact details for PALS can be found in Contact Us.


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