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NHS Tower Hamlets Clinical Commissioning Group

Tower Hamlets CCG have re-designed their process for gathering qualitative feedback on patient experience of the annual care planning process as well as other elements of diabetes care.

Diabetes patients influence GP service delivery

Diabetes UK assisted the CCG to design an approach which will enable the collection of information from patients and ensure that the feedback is used to influence changes to service delivery at GP level. This includes a questionnaire to be administered by the GP Practice Networks. We worked closely with Tower Hamlets CCG to develop a robust, user-friendly questionnaire that will capture the service information that the CCG require to improve the care planning process. We engaged with local people with diabetes to test the content of the questionnaire as well as the suitability of the approach. The GP Networks will also be required to carry out a range of involvement activities to engage in a dialogue with service users and target those communities that have been under-represented in the completion of the questionnaires.The agreed approach was implemented in April 2014 and the information is now being collected. From December 2014 onwards, the CCG will be measuring what actions have been taken by the GP Networks in response to the issues raised by local patients.

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