You Said, We Did

How people have helped us shape NHS services

Here you can find a summary of how people have helped us shape services over the last year.  

Paediatric services at Scarborough Hospital
Child and Adolescent Mental Health Services survey - for people working with children and young people
Primary Care Response to Covid-19 Engagement Report
Accident & Emergency / Emergency Department Engagement

Humber Health App Finder Website 
Psychological Therapies
CCG 5 Year Strategy Development 

General Practice Strategy Development 
Get Help Sooner

Improving Access to Primary Care

Community Musculoskeletal Services 
Differently Abled 
Personal Wheelchair Budgets 

East Riding Place Partnership 
GP-Patient Engagement Groups

Other involvement opportunities which are ongoing or have closed

Paediatric services at Scarborough Hospital

We alongside North Yorkshire Clinical Commissioning Group invited people to share their experiences of the paediatric services at Scarborough Hospital in a number of focus groups.

We wanted to gather meaningful and informed feedback from service users and carers with experience of accessing the service. (Paediatrics is the area of medicine that manages medical conditions affecting infants, children and young people).

The feedback will help us to understand how our services are performing and are being received by local communities. We are currently collating this information and will be publishing a report in due course.

Child and Adolescent Mental Health Services survey - for people working with children and young people

Children and young people

NHS East Riding of Yorkshire and NHS Hull Clinical Commissioning Groups (CCGs) undertook an engagement exercise to understand the views and  experiences of children and young people, parents and carers when accessing the Child and Adolescent Mental Health Service (CAMHS).

We wanted to capture the views of professionals working with children and adolescents whose roles come into contact with the CAMHS service. This could be as a GP referring into the service, an educator or someone who supports children and young people experiencing poor mental health. We sought views on the referral system, barriers and appropriate settings for where services could be provided. Fedback on the service will help us shape and improve the service in the future.

You can find the final report here.

Primary Care Response to Covid-19 Engagement Report

how have you found the changes at your GP surgery during the pandemic?

Last summer the four Humber CCGs’, including East Riding of Yorkshire CCG, launched a survey to find out the views of patients on the changes which were made to Primary Care services in response to the Covid pandemic.

A number of changes were made to Primary Care services in East Riding of Yorkshire at the start of the pandemic with patients being assessed over the phone or digitally, and only being asked to attend in person when necessary. Over 7500 patients responded to the survey, with 2019 of these being from East Riding of Yorkshire. Thank you to everyone who took the time to respond.

Here are some of the key findings of the survey:

  • It is clear that the changes do not support all patients, with 25% of respondents saying that they wouldn't recommend the method. It was also found that a ‘digital first’ approach would only work for around half of patients, but only a small percentage of people would prefer to access services this way.
  • The majority of patients feel that they have been able to get the care they needed.
  • It is also clear that there are two cohorts of patients emerging—those who favour quick, virtual appointments with an appropriate health professional, and those who require longer, face-to-face interactions with a health professional that they are familiar with and who is familiar with their individual needs.
  • The changes to Primary Care do not support everyone

You can read the full report here.

We will now be developing an action plan in response to the findings of the survey, which will help the CCG and local clinicians to develop Primary Care services across East Riding of Yorkshire, to help ensure that they meet the present and future needs of our communities. 

Accident & Emergency (A&E) / Emergency Department (ED) Engagement

Been to A&E recently? Please tell us why

We know that finding the right place to go when people become ill or injured can be confusing.  To help us plan and undertake a communication campaign, we worked with NHS partners to gain a greater understanding of who and why people were accessing EDs and their knowledge of alternative urgent care services. Having this insight available helps determine the approach needed with targeted media and promotion campaigns aimed at helping the public access the most appropriate service for their needs whilst also helping NHS services from being overwhelmed.

People were encouraged to fill in an online survey from 22 July 2020 to 25 August 2020. In addition, 3,000 hard copies were available for people to complete in the waiting areas at five A&E/ED departments throughout Humber Coast and Vale area enabling people to complete them whilst they were waiting for assessment and treatment. Posters were also displayed encouraging people to scan a QR code that took them directly to the survey online.  We received 2008 responses and would like to thank everyone for taking part.

Survey Highlights

Almost three quarters, 74.4% of all respondents said that they have seen information about when it’s appropriate to visit A&E/ED.

In total, there are around 25% of respondents who attended A&E/ED with conditions/injuries that could have been treated at one of the other services available to them.

28.4% of all respondents said that they visited A&E/ED after speaking to NHS 111 over the telephone with 21.3% saying no one told them to attend A&E/ED, they decided themselves that they needed to visit. A large majority of respondents said: “I was advised by a healthcare professional to visit A&E/ED”.

The two services with the highest response rate where respondents selected “not heard of or used” were Urgent Treatment Centres and Out of hours GP services.

Next Steps

The results from the engagement and feedback report will aide decisions of promotion and marketing campaigns aimed at helping service users make sound decisions about where and how they access care. These will include:

Educational, ‘Choose well’ messages to continue to be promoted to the wider population.

Promote ‘Think 111 First’ messages as the default for service users to call NHS 111 to be directed to the most appropriate urgent care service for their condition.

The full feedback report can be found here.

More information to help people choose the right service for them is available here.


Humber Health App Finder Website Finder 

Person using a phone

In November 2019, NHS East Riding of Yorkshire Clinical Commissioning Group (CCG) launched a new, free to use comparison website for patients to search for NHS approved, clinically accredited apps called Humber Health App Finder.

These apps provide information and support to patients to help them manage long term medical conditions such as diabetes and mental health, or guidance to live a healthier lifestyle, for example weight loss and smoking cessation.

As the website is a brand new initiative, the CCG were keen to understand what patients thought of the website to ensure it is as accessible, user-friendly and informative as possible. Therefore, in December 2019 we launched a short survey seeking patient feedback. The survey was hosted online for 3 weeks.

The responses have now been analysed and a feedback report has now been produced and published. Please click here to read the full report.

Psychological Therapies

Help us improve psychological therapies. Have your say to help us keep developing psychological therapies for the East Riding.

During July and August 2019, we ran a short survey focusing on services which support people experiencing stress, anxiety and other mental health issues living in the area covered by East Riding of Yorkshire CCG. In line with Government policy we wanted to reach out to people who have used these services to support the continued link up between physical and mental wellbeing. 

In particular, we wanted to understand people's experiences when accessing the services, and identify areas where improvement may be needed to ensure we continue to offer high quality services which meet the needs of the people accessing them. 

The survey was hosted online and promoted through various means including; social media, information on the CCG website, our patient engagement group, our patient involvement network, stakeholder meetings and drop-in events. Paper copies of the survey were also available and copies were distributed to all East Riding GP practices as well as mental health service providers. 

47 people responded and the results of the survey have identified areas where improvements could be made, but also reinforced areas where the service is working well. 

To read the full survey feedback report, please click here. 

CCG 5 Year Strategy Development

We are currently reviewing our organisational 5 year CCG strategy, and over the last couple of months have been engaging with the public, patients and stakeholders via a survey, seeking their views on our vision statement, strategic priorities and outcomes.

This feedback has been extremely valuable and has really helped to inform the development of the strategy. 

Whilst work continues to write the strategy, we are now able to share the results of the engagement work undertaken. To read the feedback report, click here. 

General Practice Strategy Development

East Riding of Yorkshire General Practice Strategy Development

During the year, a wide range of involvement work has been completed with patients, public, clinicians and stakeholders to help develop our general practice strategy. 

In August 2018, we launched online a stakeholder/professional survey, seeking views of GPs, nurses, practice managers and other staff working within general practice to have their say on the future of general practice. We also engaged with this cohort of professionals by visiting practices to host workshop sessions, visiting key stakeholder meetings (e.g Governing Body and Primary Care Development Group) to capture feedback as well as presenting at locality based meetings and protected time for learning sessions. The survey closed in March 2019 and received 77 responses. 

We also sought views of patients to understand their vision for general practice, to help inform the development of the strategy. Working closely with Healthwatch East Riding of Yorkshire, patient participation representatives, clinicians and commissioners through a series of workshops we developed a public friendly survey, which was launched in Feb-March 2019 and received 867 responses. 

During this time we heavily engaged with patients and the public, visiting libraries, leisure centres, supermarkets, children centres and GP practices. The survey was also promoted online, through social media, a press release; it also featured on BBC Radio Humberside. 

The results of this engagement work have now been published in two feedback reports, which we have shared with patients, public and stakeholders. 

Click here to read the feedback report from the stakeholder/professional survey.

Click here to read the feedback report from the public survey.

The strategy has now been published, please click the image below to read it. 

General Practice Strategy 2019-24 front page

Get Help Sooner

It's your choice... you can get help sooner

It is well known that general practice is becoming busier and new ways of working are needed to cope with the increasing demand.

During the year we worked closely with our patient champion lay member, GPs, practice staff, providers, stakeholders and patient participation representatives to co-design our plans to introduce a new way of working. 

We hosted workshops across the East Riding and presented at key stakeholder meetings (all of which had patient representation) including our quarterly GP-Patient engagement group. The feedback and views gathered were listened to, and have really helped to shape and develop the campaign communications and marketing approach. 

In October 2018, we introduced a new way of working with GP practices throughout the East Riding of Yorkshire making it easier for patients to 'Get help sooner'.

'Get help sooner' offers patients the choice to see an alternative healthcare professional such as a physiotherapist, community link workers, mental health workers, pharmacists, opticians or dentists who, in many cases can more appropriately treat a patient's condition. 

By asking some basic questions about their condition, specially trained receptionists will be able to signpost patients to the most appropriate service or healthcare professional. 

Find out more about the campaign and view the information leaflet

Improving Access  

Improving your access

Government set out a mandate to NHS England that CCGs must "provide extended access to GP services, including at evenings and weekends, for 100% of their population by 1st October 2018. This means ensuring access is available during peak times of demand and on bank holidays, including Easter, Christmas and New Year."

During January and February 2018, we ran a short survey as an opportunity for the public to tell us their views to help inform our discussions with GP practices and ensure the proposals fitted with the needs of our local residents. 

The survey was hosted online, with paper copies available in GP practices. It was also promoted through local media channels, posters, newsletters and social media. 

826 people responded and the results of the survey, which were used to inform the development of the new service, was published on our website. 

Following a thorough procurement process which included involvement from a member of the public via our Involve network, in May and June 2018, we awarded the contract to Yorkshire Health Partners Limited (on behalf of the combined federation of local GP practices) from 1 October 2018.

The implementation of this service was conducted via a phased approach with an additional 600 appointments to be made available between 1 October 2018 and 31 March 2020.

Community Musculoskeletal Services in the East Riding of Yorkshire

Person's legs with bones highlighted

During May and June 2018, we sought the views of patients and the public about services which support people with conditions affecting bones, ligaments, muscles and joints (for example back pain, shoulder and knee problems or muscular injuries). In particular, we looked at the community musculoskeletal (in short, "MSK") service to understand how this service is used, how easy it is to access and how satisfied people are

The survey was hosted online and promoted through local media, social media, information on the CCG website, our patient engagement group, our patient involvement network and through materials sent to GP practices and the MSK service. The survey received 112 responses which was translated into a public facing report and published on our website. 

In November 2018, we also hosted an engagement workshop to seek further views and insight from patients suffering specifically with back pain. The aim of the session was: 

  • Establish new ways to support patients suffering with back pain to prevent the likelihood of it becoming chronic.
  • Discuss patient stories and experiences.
  • Establish reasonable expectations from both the patient and healthcare system. 
  • What an effective treatment pathway could look like.

Feedback captured from this workshop was also published on our website and shared with the attendees. 

As a result of our engagement work, in collaboration with ESCAPE-pain and East Riding Leisure, a pilot scheme has been launched focusing on supporting people suffering with hip and knee osteoarthritis to access self-management programmes to help them understand how to cope with their conditions using exercise. 

To find out more, including patient testimonials, please click here. 

Differently Abled

Differently Abled. Thurs 14th Feb 2019, 10am-4pmWorking in partnership with City Health Care Partnership, Hull CCG and other local organisations we co-hosted an accessible marketplace event at the Bonus Arena open to anyone who may want to find out more information about learning disabilities, autism and what local services are available to support them. 

The event was a huge success, with over 200 stalls, an 80ft inflatable bowl and a fully interactive autism and dementia simulation experience. Another highlight included a Makaton flash mob made up of local school children signing along to the Greatest Showman's 'This is me.' 

Personal Wheelchair Budgets

WheelchairPersonal wheelchair budgets have been designed to provide wheelchair users with a greater choice regarding their wheelchair provision. Individuals are supported to be involved in the process, focusing on what matters most to them about their wheelchair and having greater options available on deciding how best to meet their needs. 

In February 2019 in partnership with Hull CCG, we hosted an information event for wheelchair users, carers and professionals to find out more details on how personal wheelchair budgets are already transforming lives. A recipient of a personal wheelchair budget, Martin, came along to share his story; Martin was uncomfortable in his previous wheelchair, but by working with the CCG and the personal wheelchair budget scheme, he was able to purchase a wheelchair that better met his needs and addressed things that were important to him. 

East Riding Place Partnership

The Big Healthy Link Up logo

Many people will need help and support to improve their health, wellbeing and safety during their lives and it's important that issues are resolved as quickly as possible. This is why we are one of 11 leading organisations to form a partnership aimed at working together to improve the lives of residents in the East Riding. 

Recently, the partnership has worked together to launch a dementia and mental health strategy allowing organisations to better support people living with dementia and poor mental health. The development of both Attendees at The Big Healthy Link Upstrategies had public involvement embedded throughout. This joined up approach meaning that no matter which organisation is dealing with an issue, the whole partnership will be supporting and helping along the way. 

In November 2018 over 100 representatives and staff members from 11 organisations came together in Bridlington for a showcase event. This event provided an opportunity to look at the work already done, celebrate success but also re-enforce a commitment to the system way of working. 

GP-Patient Engagement Group 

GP-Patient Engagement Group logo

As a CCG we host a regular forum where representatives from GP Patient Groups across the East Riding can come together to share good practice across groups and hear about involvement opportunities from us, Healthwatch and other local groups. 

During 2018/19, the forum welcomed a number of fantastic guest speakers to attend and share information aimed at helping Patient Groups to better support patients. They included:

  • Tesco Community Champions - Act as ambassadors to promote Tesco as a good neighbour in the community by taking part in local projects and events. (e.g. funding school fairs, setting up community gardens and funding community groups such as 'Knit and Natter').
  • National Gulf Veterans and Families Association - Established in 1999 their mission is to enhance and improve the quality of day-to-day lives of veterans of desert conflicts and their families, partners and carers, through support, information, advocacy and counselling. They also provide safe havens for veterans and their families to talk about the impact their service had on their lives, and finally to educate and provide information for the public and healthcare professionals to assist and improve support and healthcare for veterans. 
  • Encephalitis Society - Encephalitis is an uncommon, but serious condition where the brain becomes inflamed through infection or through the body's own immune system attacking the brain in error. The society aims to increase global awareness of encephalitis, improve the quality of people affected directly or indirectly by encephalitis by providing support and information, and also by promoting and collaborating on research. 
  • Hull and District Diabetes Support Group - Founded in 2002 and led by volunteers, this group aims to educate and raise awareness of diabetes in Hull and the East Riding by hosting monthly meetings where top healthcare professionals are invited to talk about different aspects of diabetes and related health problems. They also organise away days and trips for members. 
  • Fitmums & Friends - Originally established in 2009 by a working mum from Hull, this fitness club now offers running, cycling and walking sessions for women and men of all ages and abilities across Hull and the East Riding. 

If you are interested in joining your local practice group, contact your GP Practice or contact a member of the CCG communications and engagement team by emailing

Other involvement opportunities which are ongoing or have closed

Better Care

Humber Acute Services Review


December 2020 - Autism Service Specification - Feedback Report

January 2020 - Humber Health App Website Finder - Feedback Report 

December 2020 - A&E Survey

August 2019 - Psychological Therapies - Feedback Report

June 2019 - CCG 5 Year Strategy Development - Feedback Report 

June 2019 -
General Practice Strategy Development - Public Survey Feedback Report
General Practice Strategy Development - Stakeholder Survey Feedback Report 

June 2018 - Adults with Autism Feedback Report 

June 2018 - Musculoskeletal Services (MSK) Feedback Report 

January 2018 - Extended access to GP services

September 2017 - Get Fit for your Operation Feedback Report

June 2017 - Changing the Future of GP Services - Beverley Workshop Feedback Report

June 2017 - Changing the Future of GP Services - Withernsea Workshop Feedback Report

March 2017 - Urgent Care Consultation

January 2017 - Care Homes Survey

May 2016Improving health and wellbeing in Bridlington

April 2016Community Services – Patient Survey Feedback about 'I Statements'

March 2016 - Time to Think Beds Customer Survey

March 2016 - Meeting Your Health Information Needs 

January 2016 - Survey on NHS Prescribing

2013-2016Healthy Lives, Healthy Futures for Goole

December 2015 - Minor Injury Unit Customer Survey

November 2015Adult Safeguarding Strategy 2016-18 Survey Feedback Report

November 2015Community Equipment and Wheelchair Services 

October 2015Supporting Children and Young People’s Mental Health and Wellbeing

October 2015 Urology One-stop-shop at Malton

August 2015Employing pharmacists in GP practices

July 2015Delivering our vision for better care - Stakeholder Conference

December 2014Medicine Transformation Programme, Comparison of Patient Feedback from Acute Assessment Unit and the new Ambulatory Care Unit

July 2014 - GP Out of Hours Survey

March 2014Insight Polling from over 1,000 East Riding residents about their views on the future of local healthcare services.  

February 2014‘Afternoon Tea and chat with the NHS’ in Cottingham and Bridlington

November 2013Improving Working Age Adult Mental Health Services

October 2013 Help us to enhance local health services, patient and public survey

March 2013Improving Community Child & Adolescent Mental Health Services

March 2013Working Together - promoting healthy independent ageing event