What happens to your feedback

Our system for your feedback – Grassroots

We have a system for pulling together all the feedback people give about local services, we call this system Grassroots.

We get people’s feedback from a wide range of places. The feedback that we get is always
anonymous and can be:

  • about any local NHS-funded service, whether it is a GP, hospital, service in the
    community, maternity service, mental health service, ambulance or patient transport,
    pharmacy or voluntary or community organisation providing health, care or support
    services
  • positive, negative, mixed or indifferent
  • about any aspect of someone’s experience, that could be communication, waiting
    times, staff attitudes, parking or something else
  • given by an individual or shared by someone else
  • fed in through a number of routes, including Healthwatch, Care Opinion, the NHS
    website, the Engaging People team, our social media channels, our patient support
    line, or the voluntary sector.

Your feedback gives us an overview of whether local NHS services meet the needs of local
people. We look at the information that we gather through Grassroots to identify trends, gaps
or issues with local services. We can then use this information to plan and make decisions
about the NHS services our population use.

Grassroots aims to:

  • put people’s experiences at the centre of the work we do
  • promote and embed the experiences of patients and carers into NHS culture
  • identify areas for further development.

Giving your feedback into Grassroots

If you are an organisation who wants to contribute to the Grassroots system, you can take a look at our guide to Grassroots here.

If you’d like to give your feedback about an experience of using NHS services, visit the give your feedback pages of our website to find the way that works best for you.

How Grassroots makes a difference

Below are some examples of how the feedback that goes into Grassroots has made to local
services:

  • We were given feedback which showed that D/deaf people have difficulties when
    visiting their GP practice. As a result of this feedback, we worked with Bradford
    Talking Media on a toolkit for GP practices. This toolkit includes videos that help GP
    practice staff understand how D/deaf people can be better supported.
  • We heard from carers that people were waiting too long for equipment at home once
    they had been discharged from hospices. This was because the equipment could
    only be ordered by an occupational therapist. We worked with local care providers to change this process. Now equipment can be ordered directly by the hospice before a person goes home.
  • We were told about variation in people’s experience of mental health crisis services.
    This variation was taken to the Bradford district and Craven Mental Health
    Partnership Board for discussion. We have now started a project, the local voluntary
    and community organisations, to better understand people’s experiences. This work
    will help identify specific changes to be made to mental health crisis services.
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