You said, we did

We welcome and regularly seek feedback, comments and suggestions from local people about healthcare services we plan, deliver and monitor.

We want to hear your views and opinions on what is working well and what could be improved in the future. It is a key priority for us to keep you informed and updated in every aspect of our work.

In order to do this, we actively follow our co-produced engagement principles to ensure:

  • Patients and local stakeholders are involved throughout service design and delivery
  • Regular feedback throughout multiple stages, including adopting a 'you said, we did' initiative.

We have equality within our approach to reach out to the protected characteristic groups under the Equality Act 2010.

Our engagement materials are accessible, and will be made available in easy read versions and materials translated into different languages as needed.

Relevant support is in place to build capacity of both staff and stakeholders to support effective engagement.

Below are examples of when we hear feedback, questions are recommendations from local people and our response as a result:

Click here to view the action list from the Grenfell Community Assembly held on 24 September 2019 on the theme of Health and Wellbeing.

You Said

We Did

West London CCG received feedback that people were worried about their health was becoming worse as a result of the fire.

The CCG worked with local GPs to develop the Enhanced Health Check which is aimed at finding the early signs of health problems or underlying health conditions. Find out more about the Enhanced Health Check.

As new evidence and research emerges, the local NHS relies on scientific and clinical expertise to advise us on how services might change, or when new tests or treatments may be needed. In our case, that advice comes from the Multi-Agency Partnership, which includes members from the Environment Agency, Public Health England, Royal Borough of Kensington and Chelsea, NHS England and various other expert agencies.

West London CCG was advised that people were worried about coughs and breathlessness.

The CCG commissioned Imperial College Healthcare NHS Trust to develop a fast track respiratory clinic for patients to be referred to by their GP.

People have fed back that want West London CCG to provide a variety of methods for submission of comments and feedback as opposed to online only.

The CCG has committed to opening up our feedback mechanisms:

In every engagement exercise we carry out North Kensington Recovery will now provide alternative options to online comments including face to face and completion of forms at key venues.

Carers are also able to provide responses on behalf of those that they look after.

WLCCG is also happy to take further suggestion on how we should receive feedback.

The Black and Minority Ethic (BME) community in North Kensington identified at a meeting with GLL, the local leisure centre provider that women wereunable to access the women only swim sessions as often there is a male life guard on duty.

The BME community also wanted to know why local people cannot be trained to be life guards.

GLL have confirmed they can fund / set up training agreements for some local women to undergo lifeguarding training.

At present, GLL are working with local BME groups to identify local residents who can and are willing to undergo the training.

The CCG has received feedback from individuals that changes in the emotional health and wellbeing services currently being provided is needed including reviewing the screening arrangements and providing more inclusive services.

These issues have been included in a Service Development and Improvement Plan which has been agreed between Central and North West London Mental Health Foundation NHS Trust (CNWL) and West London CCG.

NKR is working with the community partners to help identify and promote services which are more tailored to the communities' specific needs.

Survivors and bereaved requested that the NHS develop a service that was focussed on providing well-coordinated services for them which was coordinate with the local council.

The local NHS is working with survivors and bereaved groups to develop a dedicated service that focuses on their specific needs.

West London CCG has received regular feedback from members of the community that they have difficulty in getting a GP appointment and the standard of provision varies from GP practice to practice.

Local GP practices are to sign a Compact or agreement with West London CCG detailing the types of services they are expected to provide and the standards they need to achieve.

West London CCG received feedback that there was a need for specialist respiratory care for survivors.

Long-term, specialist review clinics for survivors have been commissioned, with the first clinic commencing in November 2019

The CCG was advised that not enough was being done to tell local people about enhanced health checks.

The CCG has launched a new marketing campaign to let people know about the enhanced health checks programmes which features members of the local community.

West London CCG asked people how they wanted to find out about health services and received feedback that they wanted to receive it in lots of different ways.

The CCG is developing various ways of communicating with local residents including:

Developing a monthly e-newsletter

Regularly contributing articles to RBKCs North Ken news and once every quarter having a four page spread.

Developing the North Kensington Recovery website ( and West London CCG twitter accounts so it is more useful to use.

Working to help develop the Health Partners Programme through which we communicate information about health services.

We are also happy to take further suggestions on how we can communicate with local residents.

West London CCG asked local residents and the voluntary sector what type of services and help they wanted the NHS to deliver in the future.

The CCG received over 1100 individual pieces of feedback which has fed directly into the development of the North Kensington Health and Wellbeing Strategy, which will be published in the New Year.