Improving Services

It is important that we constantly improve the health and care services in the Borough.  To do this we engage with local patients and residents.

All the health and care organisations in the Borough engage with people to improve their services.  We try to work together as much as possible and our Healthier Wigan Partnership makes this easier.

How we hold providers to account on their engagement

When providers want to make a change to a service, they should let the commissioners know.  We then ask about their plans to involve patients in their changes and either get involved as commissioners where that is appropriate, or ask to see the engagement reports before any decisions are made.

Here are some of examples of when that might happen:

  • GP practices wanting to change their services, e.g. In 2019 Dr K K Chan and 7Brooks Medical Practice wanted to merge into one larger practice. We supported the practice to engage with patients about the proposed change and to gather feedback. The report went to our Primary Care Commissioning Committee.
  • Changing the location of a service – for example, moving an outpatient clinic from a hospital site to a community site – we ran a joint engagement exercise to decide if we needed to do a consultation
  • Services changing the way they work together – e.g. community services working together as an integrated team and we asked to see their Equality Impact Assessment; and, GP practices in South Wigan are working together to offer more same day appointments and we asked them to do engagement to find out what patients thought of the new service

Our Quality and Safety team and our Equality Lead are really important in this as they will hear about changes through quality review meetings with providers.  We work closely with them to make sure the CCG is asking the right questions, focusing most on those people who will find it hardest to access our services.

An overview of our process

Feedback prompts action

We get feedback from patients, residents and staff from a number of different places. If there is an issue we need to address, or improvements to be made, we will raised this with our providers and take action.

2019 / 2020 examples

Community services examples:

Radiology reporting:

District Nurse appointments:

2018 / 2019 Examples

Ear Care Service:

Higher Folds:

Accessible Information:

If you would like any of this information in a different format (such as Large Print, Audio, Easy Read or Braille) or a different language, please call us on 01942 482711 or email

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