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Your NHS stories and feedback really count

Your feedback is extremely important to us. Telling us about your experience, good or bad, means that we can better understand what is important to you, what we are doing well and where there are areas where we need to make improvements.

Your feedback can help us to:

Ensure our services are sensitive to the needs of patients, carers and visitors.
Improve and enhance the hospital experience.
Improve planning and decision making, taking into account our aim to ensure fair and equal use of services.
Ensure we are open and transparent in all that we do.

You can share your experiences with us in the following ways:


Compliments, Concerns, Comments and Complaints

When we do something well or could do something better, we want to hear about it.

The South Nottinghamshire County Patient Advice and Liaison Service (PALS) provides information and advice on local NHS services for patients, their families and carers and is often the first point of contact for residents who live in the South Nottinghamshire County area.

Complaints form a very important element of feedback to us as they reflect where services commissioned/provided by the CCG have failed to meet with user expectations.

Click here for more information on the PALS team and how to contact them. 

Friends and Family Test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in transforming NHS services and supporting patient choice.

The results of the FFT are published at monthly intervals on both NHS England and NHS Choices websites.


Patient Stories

Patient stories are an invaluable way of helping us to understand how the services we deliver impact on you. They are recognised as an effective and powerful way of making sure that your voice is heard.

Research shows that patient stories bring experiences to life and encourage the NHS to focus on the patient as a person rather than a condition or an outcome. By gathering patient and carer narratives we can discover what really matters to you.

If you would like to share your story then contact a member of the Patient Experience Team.

Patient Stories are received quarterly at the meeting of the Patient Cabinet Committee for discussion. The stories are then received by the Governing Body and the comments made by the Patient Cabinet included. 

Examples of Patient Stories:

Patient and staff feedback on the newly implemented contract with Connect Health for Community Musculoskeletal  Services

Patient feedback on the newly implemented approach to Special Educational Needs and Disability services

A patient’s personal perspective of receiving a Personal Health Budget

A relative’s perspective of services associated with end of life care

The actions taken to ensure an effective transfer of residents and positive experience following the closure of a care home.

Fetal Care Unit Compliment in relation to excellent staff care.

Maternity Services - Discrimination experienced by a same sex couple during the birth of their second child.


GP Patient Survey (GPPS)

The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. Ipsos MORI administers the survey on behalf of NHS England.

 The GP Patient Survey measures patients’ experiences across a range of topics, including:

  • Making appointments
  • Waiting times
  • Perceptions of care at appointments
  • Practice opening hours
  • Out-of-hours services

It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys.

Click here for the results published in July 2016

In Rushcliffe, 2,815 questionnaires were sent out, and 1,418 were returned completed. This represented a response rate of 50%.