Details about the CCG’s past engagement and consultation activity, and what we have done with what you have told us.


A week in A&E engagement - January 2019

Calderdale and Huddersfield NHS Foundation Trust, NHS Calderdale Clinical Commissioning Group and NHS Greater Huddersfield Clinical Commissioning Group worked together on a new engagement that focuses on Calderdale and Huddersfield NHS Foundation Trust A&E departments, interviewing patients anonymously about their experiences of using the two departments. 

Staff from NHS Greater Huddersfield and Calderdale Clinical Commissioning Groups (CCGs) and Community Assets (Community Voices and Engagement Champions) attended the A&E departments over a one week period. Community Assets who attended the sessions were supported in this role by hospital staff whilst they interviewed patients and carers. A coding system for the survey was used to maintain anonymity for patients.

Patients were able to share their views via a survey   Respondents to the survey were also be given the opportunity to take part in a follow-up survey.

The key themes from existing data and the engagement were as follows 

Reasons for attending A&E

  • People often report that they have sought advice from a health professional prior to attending A&E, and that they have been advised to attend A&E. Either because they have a health condition that needs to be dealt with urgently; that A&E is the best place to receive the care that they require; or they have been advised to attend if their condition doesn’t improve.
  • Many people attend as they have been unable to get an appointment with their GP, or if they have been offered an appointment they don’t want to wait as they are concerned about their condition and want to be seen quickly; or the appointment is at a time that isn’t convenient for them. And for some people their health condition has occurred in the evening or at the weekend and as such they have been unable to access their GP practice.
  • A few people attend A&E as they are not happy with the advice and or treatment they have received and want a second opinion.
  • Some people don’t seek advice as they feel that A&E is the right place for their condition.
  • Those people that attend A&E at the evening and weekends often aren’t aware of where else they could seek medical advice and support.

Quality of service in A&E

  • People report high levels of satisfaction with the service they receive in A&E and praise staff for their quality of care. Although some felt that staff seemed rushed which impacted on the waiting times and the quality of the care provided, and felt more staff would improve this.
  • Many described long waits to be seen; to receive their test results; and to be discharged. If the waiting times for each of these had been shortened this would have improved their experience. They also wanted staff to keep them informed of expected waiting times.
  • When asked what they expect out of their visit to A&E, people report that they want to be able to access the appropriate diagnostic tests to support them in being provided with a diagnosis of their condition so they can be provided with the appropriate advice and treatment / medication.
  • Seating provided in waiting areas was described by some as being uncomfortable.

Alternatives to A&E

  • Many people report that if they had been able to access a GP appointment at a time that was convenient to them they may have not attended A&E. Suggestions were made to be able to access GP appointments early morning, evenings and weekends but they want to be able to access these appointments the same day.
  • People have also suggested if GP practices were able to undertake diagnostic testing such as blood tests, x-rays, scans and treat minor injuries this would reduce the need for people to attend A&E. Some suggested having a minor injuries unit or a 24 hour walk-in centre. 

 What we are doing: 

The engagement process has provided NHS Calderdale CCG, NHS Greater Huddersfield CCG and Calderdale and Huddersfield NHS Foundation Trust with the views and suggestions of the public, to help understand why people attend A&E and what support people could or should receive in the local community to support a reduction in visits to A&E.

The findings can be read in the report: A Week in A&E engagement report

This report will also go to the A&E delivery board who will use the findings of the report in the future planning of A&E services.

Rehabilitation and Recovery Services for Mental Health in Kirklees - October 2018

NHS Greater Huddersfield and North Kirklees CCGs, who buy (commission) healthcare for local people, want to improve local mental health services. The CCGs worked with Kirklees Council to gather views on:

  • The type of Rehabilitation and Recovery services, including supported accommodation, people would like to see (this would include looking at the current service based at Enfield Down); and
  • What good community services for mental health could look like, including help to keep people well and the type of support that needs to be in place

The CCGs, along with Kirklees Council and current providers will work together to develop future services using the views of local people.

What type of Rehabilitation services do we have now?

Enfield Down based in Honley, provides a service for people who have long term complex mental health needs. In addition there are 43 people who are receiving services in accommodation outside the Kirklees area.

What happens in the community now?

People in the community who require rehabilitation services are supported by ‘Community Mental Health teams’. Many of the people supported this way will also have used specialist hospital inpatient facilities.

Engagement took place between August and October 2018 so that local people could tell us what else we need to do to ensure that we can support people in the local community with complex mental health needs.  

You told us:

In total we received 664 responses, 592 were in response to the survey and 72 views were from other methods. We also received 525 equality monitoring forms.  From all the information gathered the key findings are:

  • From those responding, we know that 49.6% are a direct service user and 24.9% are a carer of an adult mental health service user. 
  • From those responding, we know that good accommodation needs to be:
    • Flexible, safe, local and comfortable with 24 hour access
    • Run by highly qualified staff
    • Offering a range of facilities and therapies
    • Culturally sensitive
    • A service that welcomes family and friends
    • Person centred with adapted facilities to meet physical disabilities and conditions. 
    • To have space for activities to help with life skills
    • Able to signpost to support services.
  • The top four areas of support people receive now are:
    • 70% from family and friends,
    • 63% from their GP,
    • 56% from mental health professionals and
    • 55% from voluntary and community groups.
  • People told us that the following works well in the community:
    • 121 support and support groups
    • Community mental health teams
    • Family, friends and carers
    • Recovery College
    • Psychological services
    • Homecare team, floating support, counselling and GPs. 
  • The top five themes on what makes a good community are:
  1. Feeling safe where I live (87%)
  2. Services closer to home (86.4%)
  3. Access to services when mental health gets worse (85%)
  4. The right support at home (80.9%)
  5. A clear pathway to recovery and having clear goals (79.6%)
  • From those responding, people also want to see a community service which has:
    • 24 hour care with fast access
    • Continuity of staff
    • Services close to home and culturally appropriate
    • Early intervention and offer therapy. 
    • A mental health hub for signposting and support.
  • The improvements respondents want to see or consider are:
    • Specialist services for sexual violence.
    • Increased opportunities for 121 work and drop in.
    • Reduced waiting times need to ensure quicker access and early intervention, with access to support whilst waiting.
    • Have a more joined up pathway with the voluntary and community sector and more investment to extend their range of service provision.
    • Raise awareness of mental health support in BAME communities.
    • Provide local services with better facilities and different levels of provision.
    • Provide more support for families and carers to be involved.
  • From those responding people told us they received services form Care Co-ordinator (33.9%) and received support from a Specialist team (21%).  However the majority at 58.4% responded ‘other’. 

A copy of the final report can be found here and a brief overview of the key findings from the report can be found here.

 What we are doing: 

The next steps for the CCGs will be to consider all the views and feedback along with the EQIA to inform the development of options on the future arrangements for services.  The engagement report will be received and considered by the CCGs and stakeholders.  The report will be received through CCGs governance and once considered a decision will be made on the next steps. The findings were shared at the Health and Scrutiny Panel in December 2018. 

Hospital engagement and consultation mapping March 2013 - August 2018

This report pulls together all the engagement and consultation activity that has taken place across Calderdale and Greater Huddersfield during March 2013 to August 2018 on services that directly or indirectly relate to hospital services.  The key emerging themes including equality from all this work will be used as a baseline to support the development of future services.

You told us:

The information has been gathered from feedback on a number of service areas and programmes of work, these are:

  • Cardiovascular disease
  • Dermatology
  • Diabetes
  • End of Life
  • MSK
  • Ophthalmology
  • Respiratory
  • Therapies
  • Specialist Nursing
  • Other Generic
  • Seamless home from Hospital
  • Technology

The report summarises what people have told us and any equality considerations. There are also links to relevant published reports.  

 What we are doing: 

The aim of the report is to catalogue all the views gathered so that we can understand what people are telling us about local NHS hospital services and use this information to inform any future design or development. 

The report highlights the wealth of intelligence that already exists and supports the approach of using what we already know before embarking on further engagement. 

This report however does not mitigate the need to continually involve people at each stage of service development.  If there are gaps in reach, audience and intelligence more work will be done to ensure the information is gathered.

Wheelchair Services report on pre-consultation engagement August 2018

The wheelchair services report on pre-consultation engagement work was carried out by Parents of Children with Additional Needs Making a Difference in Kirklees (PCAN) in conjunction with North Kirklees CCG, Greater Huddersfield CCG, Calderdale CCG, Voluntary Action Calderdale, Community Voices in Kirklees, engagement champions in Calderdale, wheelchair users and their families, schools, community groups and professionals across the district.

This next stage of engagement with people who use wheelchair services, including carers, family and staff was to identify what a good wheelchair service could look like. This engagement followed on from previous engagement with service users in Autumn 2017 where people told us that improvements needed to be made to the current service. 

The engagement was co-delivered by CCGs and PCAN and included two stakeholder events in May and July 2018. The engagement took place from 11 May – 20 July 2018 and PCAN used all the information gathered to create a report of findings.  

Wheelchair Services Report on pre-consultation engagement work

People told us the areas of improvement they would expect to see from the service and identified solutions to inform the service specification. People told us:

  • They would like the right, good quality equipment, first time
  • Equipment that supports independence and consideration of lifestyle and a wider range of equipment
  • 24/7 repair service for all that is responsive and includes same day repair service for complex wheelchair users
  • Well trained staff and a clear referral process and information about what to expect, when and how
  • Complex service users and children and young people who have changing needs over time getting planned reviews regularly and timely re-assessments
  • Timely honest communication, including calling people back, and updates on progress
  • Accessible communication – type talk, language interpreters (including staff who can speak different languages) and more use of technology
  • Regular clinics in other areas and settings and appointment bookings managed in a timely way
  • Fast track appointments for urgent needs
  • Holistic approach to providing information for people who use a wheelchair – multiagency approach to creating information to support people
  • Personal budgets, equipment and advice on buying equipment independently
  • Comprehensive training on the use and maintenance of equipment
  • Service users employed in the organisation, look at a the role of the voluntary and community sector in providing non clinical services with a clinical partner
  • Develop service user led service evaluation, principles and information and robust monitoring of the service involving service users
  • Investment in the service to keep people healthy and well
  • Look at areas where people can contribute costs – rental equipment, topping up funding and personal budgets

The CCGs have worked together to understand the findings from all the engagement. This included findings from Healthwatch and previous engagement in Autumn 2017. 

Using the information provided the CCGs can now work with the current provider to support service improvements and continue to work together to develop a new service specification.

Work to develop a specification will continue in October at a workshop aimed at service users, carers and families. The purpose of the workshop is to help develop and co-design the service specification. 

Following the workshop a service specification will be developed.

Westbourne Surgery relocation - August 2018
An engagement took place with patients and stakeholders on how Westbourne Surgery is thinking about looking at new premises for Westbourne surgery. Westbourne Surgery (11A St James’s Rd, Huddersfield HD1 4QR), provides services for 3,732 patients. The surgery is situated within the Greater Huddersfield Clinical Commissioning Group and provides primary medical services under the terms of a General Medical Services (GMS).

This was initially an ideal location but over the years there has been an increasing need for more space to offer more services and accommodate more staff. The car park is small and the building presents a few disadvantages for both patients and staff. The disadvantages include lack of clinical rooms for extra services and clinics, lack of parking space, small reception waiting area and lack of administrative space.


You told us:

The key findings from the engagement suggested that the majority of people who responded understand the reason for considering moving to new premises.

The main areas of improvement that a new building could offer are set out below:

  • Improvements to parking –increase in parking spaces for people with a disability.
  • Improvements to the building – to improve accessibility within the building for wheelchair users and prams, better seating and more space in the waiting area and privacy at reception.
  • A single storey building with level access externally for people with mobility problems and prams.
  • The opportunity for a new building to offer more services such as phlebotomy or long term condition clinics or midwifery.

Those responding value the local village location of the practice and its proximity to chemist, shops, bus stops and the hospital. The vast majority of people want a service to remain within a 5 mile travel distance with the just over half of those responding stating a new location should be within one mile.

There is a strong preference from all respondents that a new location means that people remain within the Marsh and Lindley area. Those responding told us the most important aspects of a good service. These are listed in order of importance:

  • Good care and treatment- 96.1%
  • Being able to book an appointment- 92.9%
  • A clean and safe place- 86.6%
  • Location of surgery- 74.45%
  • Getting to the location easily- 65.5%
  • Parking- 64.4%
  • Waiting area- 64.4%
  • Nearby pharmacy/chemist- 52.8%
  • Easy access to the building- 52.7%
  • Access to public transport from the surgery- 41%

A number of areas of service improvement relating to the current service were also raised by patients as part of the engagement.  These areas were:

  • Respondents said that current appointment systems do not meet their needs. They find it difficult to access appointments at a time that is convenient to them. Having appointments available early in the morning, evening and weekend would be helpful.
  • Continuity of care was valued (being able to see the same doctor) particularly by older people, people with disabilities and carers
  • Improved customer service from some reception staff.
  • Female patients highlighted the need for the provision of a female doctor to be considered. This is most likely to enable them to able to observe and maintain their religious and cultural needs and ensure equity of access.
  • Ensuring reasonable adjustments are in place to meet the Accessible Information Standard requirements e.g. such as deaf patients being able to receive text or email appointments or  people with communication support needs  being able to make appointments by telephone rather than online.

View the report of findings here.

What we are doing:

The findings from the engagement will be used to inform proposals which will help its thinking about looking at new premises for Westbourne Surgery. The findings will be shared with the practice and the CCG to ensure that the views of patients and stakeholders form part of the consideration to develop proposals.

If the practice considers a change of location for the practice, options will be identified. Once options have been identified the practice will be required to share the options available and formally consult on those options with patients and key stakeholders.

Lindley Group Practice relocation - August 2018
An engagement took place with patients and stakeholders on proposals to relocate Lindley Group Practice to new premises.

Lindley Group Practice is based in Lindley on a site situated next to Huddersfield Royal Infirmary. The practice has 10,700 registered patients and 23 staff which include eight GPs. Lindley Group Practice has been situated in its current location since the 1960s. The current location was initially an ideal location but over the years there has been an increasing need for more space to offer more services and accommodate more staff.

The practice feel it is not possible to solve these problems by extending or developing the current premises. To make sure that the practice can provide high quality care for patients in the future there is a need to look to move to better premises.


You told us:

Patients told us that they were really satisfied with the care and treatment they received from the practice and overall there were a number of comments relating to the good clinical care they received. Most people supported the idea of a new building. People told us that the main areas of improvement that a new building could bring were:

  • Improvements to parking – including increased parking and designated parking spaces for people with a disability and parent and children spaces.
  • Improvements to the building layout and access – including access for wheelchairs and prams.
  • Improvements to the building – including the waiting area and reception, consultation rooms and toilets.
  • The opportunity for a new building to offer more services

Those responding still like the local village location of the practice and its proximity to shops, bus stops and the hospital.
Some people provide a few suggestions on location that the practice will look at.

The majority of respondents did state that they still wanted a practice to be within a 2 mile travelling distance so people remain within the catchment area. Those responding told us the most important aspects of a good service. These are listed in order of importance:

  • Good care and treatment (95.3%)
  • Being able to book an appointment (90.5%)
  • A clean safe place (85.9%)
  • Getting to the location easily (70.6%)
  • Parking (68.2%)
  • Location of surgery in Lindley (64.8%)
  • Waiting area (62%)
  • Nearby pharmacist or chemist (51.7%)
  • Easy access to the building (51.4%)

Whilst people were satisfied overall there were a few areas of service improvement relating to the current service raised by patients as part of the engagement. These areas were:

  • The booking of appointments – particularly getting through on the phone
  • The attitude of some reception staff
  • The reinstatement of the drop in surgery sessions

View the Report of Findings here.


What we are doing:

The findings from the engagement will be used to inform proposals which will identify a potential move of location for Lindley Group Practice. The findings will be shared with the practice and the CCG to ensure that the views of patients and stakeholders form part of the consideration to develop proposals.

If the practice considers a change of location for the practice, options will be identified. Once options have been identified the practice will be required to share the options available and formally consult on those options with patients and key stakeholders.

Patient Choice Survey - February 2018
In February 2018, we asked local patients who had been referred to see a specialist or consultant within the last 12 months, to answer a short survey. The survey was set up online and shared via the CCG’s existing communications and engagement mechanisms. It ran from 12 February to 26 March 2018.

You told us:

The responses have highlighted an opportunity for the CCG to encourage referrers to offer more choice of hospitals and clinics to provide patient care. Work has taken place to ensure referrers and providers use agreed choice protocols which will enable both referrers and providers to be more confident in implementing patient choice.

Friends and family members are the most important source of information when choosing a hospital or clinic for a first outpatient appointment. Our communications team has distributed electronic leaflets and posters to GP practices and regularly use social media to convey important messages to the public. In using social media, the team promote choice with a view to it being discussed between friends and family of patients.

The survey found that another important factor in a patient choosing a hospital or clinic for their first outpatient appointment is the patient’s own GP. More services continue to be made available for GPs to refer into electronically, with the services being available online, this gives the patients further opportunity to choose their own appointment date and time, as well as research the clinic they’re being referred to.

What we are doing:

The Choice Team at the CCG continues to work with referrers, providers and patients to ensure that providing good quality information helps patient and the public to make the right choices for them and their families.

Extended access in primary care - autumn 2017
NHS England committed an additional £500 million by 2020/21 to fund additional access to GP services. This includes routine appointments for evenings and weekends to meet the needs of the local patient population. We used a number of approaches to reach people including Community Voices, social media and a paper and online survey.

You told us:

The CCG received 1,463 responses from Greater Huddersfield and found that most people were supportive of the idea of providing appointments early morning, late evening and weekends. They could see the benefits this would bring, especially for those people that work full-time. For routine appointments, the most popular times were Monday to Friday 6.30pm to 8.00pm, and Saturday and Sunday 8.00am to 1.00pm. People also told us that for urgent appointments they were more likely to be willing to travel further and be seen by someone other than their own GP.

What we are doing:

A service specification has been informed by the engagement findings to help support access to GP services across Greater Huddersfield. As part of the engagement people told us more about the estate people who like to go to and the staff they would like to see which will support future provision.

Wheelchair Services Engagement - autumn 2017
The current provider in partnership with the CCG and Healthwatch engaged with service users. This was as a direct result of a number of issues raised by service users, carers and families. We wrote to all services users who had used the service in the last two years and circulated a survey to key stakeholders and publicised through Healthwatch.

For children and young people, carers and families and service users whose needs change over time, timely access, good information and communication were the most reported improvements required. For people who had used the service less frequently the service received more positive feedback.

You told us:

From the 287 responses people told us that there were a number of improvements needed to ensure the current service meets the needs of all service users.

What we are doing:

Greater Huddersfield CCG is using the findings from the engagement to further inform a new service specification. This specification will be developed with clinicians and key stakeholders. The current provider has already identified areas of improvement from the report, including improving communications and information. We will also be talking to people further about the development of a service specification in spring 2018 (see ‘Wheelchair Services Engagement – spring 2018‘)

Care Home Engagement - summer 2017
The CCG engaged with care home residents and staff, and GPs, on a new model for delivering GP services. We engaged people using one-to-one interviews and a survey.

You told us:

From the 92 responses, 75% of care home residents and staff told us that they were happy to have a GP allocated to their care home. Those who responded felt it would improve the care they received by having a familiar face and continuity of care. There were a number of suggestions about how a service could operate and how residents and staff could be involved further. For some residents, losing a known GP was reported as a negative to this approach.

What we are doing:

The results of this report have been considered by the CCG and shared widely with all stakeholders. The findings have informed a procurement process which will involve care home representatives who will support the recruitment of a provider to deliver GP services in care home settings.

Pain Management Engagement - spring 2017
The CCG wanted to engage local people on how local pain management services are currently provided. Services need to be in line with all the latest evidence and NHS guidance and any changes to local services as a result of this need to be understood. A survey was sent to all patients who had use the service in the last two years.

You told us:

From the 112 people who responded, 60% of patients all had recent experience of pain services. Overall, patients are satisfied with the services they received which included injection therapy, surgery and pain management programmes. Most people told us they want to manage their own pain and be independent and better advice and support would improve pain services.

What we are doing:

The engagement will ensure commissioners are able to understand what can be done to develop new approaches to pain management. We want to look at helping people to manage their own pain and keep people independent in the future.

Over the counter medication on prescription - summer 2016
We asked you what you thought about people being able to obtain paracetamol, antihistamines and other over-the-counter medication on prescription, and whether these should be available on prescription.

You told us:

  • That you were surprised at how much it costs the NHS to prescribe over the counter medication.
  • You didn’t want to stop people being able to obtain them on prescription, as you were concerned about the impact this would have on people who currently get free prescriptions or have long-term conditions.
  • You felt that we should run a campaign to raise awareness of the costs and to encourage people to buy them rather than ask for them on prescription.
  • You felt that we should also be raising awareness with GPs and not just the public.


What we are doing:

We have developed an ongoing campaign to raise awareness of the cost of prescribing over-the-counter medication and to encourage people to buy their own products if they have a short-term minor illness. The campaign is targeted at both the public and GPs. The campaign was launched in July 2016. To increase awareness of the campaign, we have been working with Healthwatch Kirklees who developed an animation to be shared via social media and used to support discussions with patients.

Carers Charter - autumn 2014
In November 2014, NHS Greater Huddersfield CCG Governing Body heard about a local carer who shared her experiences of the issues she faced whilst trying to care for her family member, looking after other members of her family and working full time. She suggested having a document that detailed what carers can expect from health and social care organisations.

What we are doing:

Following on from this, we have worked with Kirklees Council, NHS North Kirklees CCG and local carers to develop a Carers Charter that is endorsed and championed by all providers of health and social care in Kirklees. To do this, we set up a small group with representatives from the three organisations and carers. The group gained the views of carers from across Kirklees to find out what they would want in a Carers Charter. Using the feedback from online surveys, events and meeting with carers groups the group developed a Carers Charter. In order to ensure that the pledges that organisations made were meaningful to carers and would bring about positive change, the group agreed that an accreditation process would be required. A Carers Panel will be responsible for the awarding of a Charter Mark and review of the awards. The Carers Charter (Kirklees) was shortlisted in the Commissioning Support Services category for a Health Service Journal (HSJ) Value in Healthcare Awards.

Reports of findings from previous engagement and consultation activity