Reports and Feedback

When a consultation or engagement project ends, we produce reports on what was said and what happens next.

Here you can find information on all the engagement projects we have undertaken.

Annual Reports

Every year we produce an annual report explaining what we did and what we achieved in the previous year.  The reports run from 1st April- 31st March which is the CCG’s financial year.

Engagement Feedback


What happened?

The Wigan Borough Engagement Group is a group of patients and residents who meet every couple of months. Members of the group use their experiences to look to see if services can be improved, simplified and standardised across the Borough. They advise on what patient and public engagement work is required and they help us to plan and review the feedback from engagement work.  The group is chaired by local residents, Ann and Linda.

What difference did people make?

The group has achieved lots in 2019. Take a look at the document below for more information:

WBEG review of 2019 achievements

What’s next?

The group will continue to meet in 2020. If you think you might be interested in joining us you can click here for more information and links to apply.

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened?

In December 2018 and August 2019 the Care Quality Commission (CQC) published reports on the quality of care being delivered at the High Street Medical Centre. On both occasions the practice was rated as “inadequate”. Following this the CQC issued a “notice of proposal for cancellation for registration” for the registered manager Dr Anis. NHS Wigan Borough Clinical Commissioning Group subsequently made the decision to terminate the contract with Drs Anis and Anis. This decision was made in the best interest of patient safety and care.

In October 2019 we engaged with patients to help us determine the future of the practice. We got people involved by:

  • Writing out to all adults & parents/guardians of children registered at the practice asking for feedback;
  • We had a survey set up online and had copies out in the practice;
  • We took many phone calls, emails and letters from patients with feedback;
  • We contacted all other relevant stakeholders such as neighbouring practices and pharmacies;
  • We held 2 drop in sessions for patients to come along and chat to us;
  • We gathered lots of feedback from different protected characteristic groups;
  • We received a petition of 578 signatures from patients at the practice.

We had over 899 contacts from patients overall.

A copy of the patient letters can be found below:

AN01 Dr Anis Letter 1 FINAL

AN02 Dr Anis Letter 2 FINAL

What difference did people make?

You can read the full engagement report below:

High Street Medical Centre Patient Feedback Report v1 (3)

The engagement report and “Equality Impact Assessment” within it was reviewed by the CCGs Primary Care Committee on 5th November 2019.  The information from patients helped to support their decision making on the future of the practice. They made the decision to find a new provider to run the practice, with a care taker GP to be found to enable a full procurement process to be completed.  This was the preferred option expressed by patients.

What’s next?

All patients and parents/guardians of children registered at the practice will have received a further letter from us about the decision that’s now been made and what happens next. Patients at the practice can continue to access services at the practice as they do now.  We’ll be planning more engagement work in 2020 and we’ll notify patients of those plans closer to the time.

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened?

In May 2019 we set up our Equality Reference Group. The group is made up of CCG staff, patients, residents and voluntary sector colleagues who come together to work on equality and diversity matters. We all want to make sure that everyone has a voice in local services. The group is there to provide advice, feedback, scrutiny and ideas to the CCG.

What difference did people make?

Whilst it’s still early days for the group we’ve looked back and identified a number of things we’ve achieved together:

  • We’ve made connections and found out about other voluntary groups we can engage with;
  • We’ve connected with the Armed Forces Hub through one of our members and have been able to undertake engagement work with residents who use that service;
  • We’ve given our views on “Digital Health Services” which informed the Equality Impact Assessment. We identified a number of potential barriers and benefits for different protected characteristic groups;
  • We’ve shared our knowledge about the common issues and concerns that different protected characteristic groups have, particularly around the importance of a common approach to reasonable adjustments & accessible information standards in all services;
  • We’ve given feedback about personal experiences of services meeting the Accessible Information Standards and told us areas we may need to focus our efforts on;
  • We’ve reviewed the Recite Me website accessibility software to be used on our website;
  • We’ve set up “Disability Awareness” and “Deaf Awareness” training that two members of the group will run for local GP practices and patient groups.

The group has chosen to work on the following 3 topics through 2020. If you’re interested in joining the group click here for more information.

  1. Discharge
  2. Travel and transport
  3. Self-care

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened?

The NHS and Wigan Council are working together to develop a shared view of quality across all health and social care services.  In July and August 2019 we did some engagement work with patients and residents. We wanted people to tell us about the last time they had used a health or social care services. Our purpose was to find out what “good quality” means to local people and what the most important things are.

We got people involved by:

We produced a survey that was available online. This was distributed by all partners, NHS and Wigan Council to contacts and on social media. The questions on the survey formed the basis of the conversations at our meetings and events. our face-to-face engagement activity included:

  • Rotary Club Community Day
  • Lilford Park community event
  • Visited different health centres
  • Visited community centres and libraries
  • Engagement meetings such as our Equality Reference Group
  • Coffee morning for patients

What difference did people make?

A copy of the engagement report can be found below:

Quality Engagement Report – FINAL

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened?

In September and October 2019 we spoke to residents and patients about our 5 year plan for health and social care services. Our plan is called “Happy, Healthy People”.

This is a joint plan between the NHS and Wigan Council. It describes how, through the Healthier Wigan Partnership, we will radically improve residents’ health and well being and transform services over the next 5 years.

Happy healthy people – Engagement leaflet

Happy Healthy People – Engagement leaflet Easy Read

The plan builds on many conversations we’ve had with residents and patients over the past few years about what they want from integrated services and how they want us to improve. The purpose of our engagement work was to:

  • Share our draft plan;
  • Check that our ambition for services continues to reflect what residents and patients want us to do;
  • Get feedback on our draft plan and identify any gaps from the point of view of residents and patients.

We got people involved by:

We used a mixture of face-to-face and online activities to get feedback.

  • We visited key voluntary community groups to speak to people (e.g. Pensioners Link, Armed Forces Hub, Think Ahead Stroke, Carers Centre, Young Carers, People First);
  • We set up engagement stalls in different locations across the Borough to speak to members of the public (e.g. different health centres, libraries, community centres);
  • We took the discussion to some of our key engagement groups, e.g. Patients Forum, Maternity Voices Partnership and Engagement Group;
  • We published a leaflet online and set up a link to an online survey;
  • We included the information on key newsletters across the Borough;
  • We posted about the work regularly on our social media pages.

What difference did people make?

You can read a copy of the engagement report and the “you said, we listened” document below:

Wigan Borough Locality Plan (2020 -25) public engagement report FINAL

Wigan Borough Locality Plan (2020-25) You Said We Listened FINAL

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened:

Between 27th May and 5th July 2019 we talked to patients and residents about digital health services.

The NHS and Wigan Council are working together to offer more digital health services in the borough. Digital health services are those you access via the internet or an electronic network. The following information sheet gives more information:

Are you interested in digital health services – Information Sheet

The purpose of our engagement work was to find out:

  • What kind of technology and access you have to use digital services
  • What kind of digital services you already use
  • What kind of digital health services you would be willing to use
  • If you have any concerns about digital health services
  • Whether there are any groups or individuals who might need further support or help with digital health services

We got people involved by:

  • Producing a survey that was available online and taken out into the community
  • Gathering feedback via our network of patient groups
  • Visiting different voluntary sector groups such as Think Ahead Stroke, Wigan & Leigh People First and the Carers Centre
  • Holding workshops and meetings
  • Meeting with our Equalities Reference Group to look at the services from an equalities perspective

Our survey was produced in easy read to make it as accessible as possible.

What difference did people make?

A copy of the engagement report and the Equality Impact Assessment is available below:

EIA draft v1

We are currently considering the report and what local people told us they wanted from digital health services. Around November 2019 time we will post some more feedback here to update on the progress we make.

Keep an eye out here for our “You Said, We Listened” document.

Different formats:

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened:

Between 5th March and 7th April 2019 we spoke to patients, residents and staff about proposals from NHS England that would restrict doctors from prescribing medicines for 37 mild illnesses/conditions.

In the proposed guidance from NHS England they would only stop giving prescriptions for medicines when:

  • the medicines don’t make you better
  • the medicines are for illnesses that will get better by themselves
  • you can easily buy the medicines from a chemist, supermarket or shop

The purpose of our engagement work was to:

  • Understand what people think about the new rules;
  • Understand if people supported the new rules;
  • Understand if the rules would have any negative impacts on individuals or groups,  particularly protected characteristics;
  • Understand if we can do anything to help and support individuals or groups that would be negatively impacted by the rules;
  • Understand the views of health professionals and if they have any concerns about the rules;
  • Understand what help and support health professionals might need to implement the rules.

We got people involved by:

  • Producing an information leaflet and survey in easy read to make it as accessible as possible
  • Distributing the information online and to our contacts and patient groups
  • Posting about it regularly on social media and it was on our website
  • Holding a number of face-to-face activities such as:
    • A Patients Forum workshop
    • Visit to an arthritis support group
    • Visit to the Carers Centre
    • Visit to Higher Folds Community Centre
    • Visit to Higher Ince Community Centre / Maternity Group
  • Producing a separate survey for staff that was distributed via internal contact lists

A copy of the easy read survey can be downloaded below for information:

Downloadable questionnaire

What different did people make?

A copy of the engagement report and our “you said, we listened” summary can be downloaded below:

You Said We Listened – stopping doctors from prescribing medicines you can buy yourself

The above report has been shared with Greater Manchester Health & Social Care Partnership (GM HSCP) who are looking to coordinate a joint approach to implementing the new rules across all CCGs in Greater Manchester.

Whilst many people in Wigan Borough were in support of the new guidance, there was concern for some groups who people felt would be disproportionately affected, such as:

  • Deprived – people on benefits or low incomes who won’t be able to afford medicines
  • Frail elderly
  • Children
  • Vulnerable groups such as those with learning disabilities or Dementia
  • People in care homes or housebound
  • Young carers
  • People with safeguarding concerns
  • Homeless
  • Disabled people
  • People who use blister packs

One of our recommendations was for further consideration to be given to how these groups can be supported.

What’s next?

The CCG is working alongside the other CCGs in Greater Manchester on a joint approach to implementing the new rules. We will keep this page up to date when we have more information.

Different formats:

The main information and questionnaire is in large print and easy read.  If you would like help understanding this information, or need it in a different format (braille, for example), please contact us.

What happened?

Between 7th May 2019 and 18th June 2019 we supported Dr KK Chan & partners and 7Brooks Medical Practice to engage with their patients about a proposal to merge the practices.

Dr K K Chan & Partners and 7Brooks Medical practice in Atherton currently share the same building on Church Street but run as two separate practices. Due to several key members of staff leaving 7Brooks Medical practice, Dr K K Chan & partners took over back office functions to help out. Since this has been working well they are looking to merge the practices into one larger practice.

We got people involved by:

  • Producing an information leaflet and survey that was given out to patients
  • Doing some face-to-face engagement work in the waiting rooms
  • Holding a Patient Participation Group (PPG) meeting
  • Sending the information to key patient groups in the local area
  • Posting about it online and making the information available on the website

What difference did people make?

You can download a copy of the engagement report below:

Most patients could see benefits to the proposed merger. There is a “You Said, We Listened” summary within the report where the practice has responded to any of the concerns or issues raised.

The practice will be going ahead with an application to merge the practices and this will be considered by the CCGs Primary Care Commissioning Committee which is a meeting held in public. Click here for more information on the committee.

What’s next?

The practice will be arranging another Patient Participation Group (PPG) meeting as soon as a decision is made on the merger. If you are a patient and would like to join this group please ask at reception!

We will also post an update on this page.

Different Formats:

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at

What happened?

In February 2019 we spoke to residents in Higher Folds, Leigh about the health and social care services in the area.

The purpose of our engagement work was to get feedback about:

  • The services in the area, including the GP practice and pharmacy
  • What health services people think are needed in the area
  • What physical activities people would like to do in the area

We got people involved by:

  • Asking them to complete a short survey (available online and in the community centre)
  • Holding a drop in session at Higher Folds Community Centre
  • Meeting with the patient group at the local GP practice
  • Visiting community groups; Tiny Tots and Community Bingo

Thank you to all the residents who spoke to us! We would also like to thank the GP practice groups, Councillor Anita Thorpe and the staff at Higher Folds Community Centre for supporting us with this engagement work.

What difference did people make?

A copy of the engagement report is available to download below. The report tells you what we did and what people told us.


Many of the people spoke to us about things they think we can improve in the area. People told us:

  • They have experienced difficulties accessing services at the local GP practice
  • They would like better continuity of doctors on the estate
  • They would like clarity about the services available on the estate and the opening times of the doctors surgery
  • They would like a better building for the GP practice
  • They would like more services like; health checks; mental health; better access to things like blood tests and smear tests; sexual health and family planning services
  • People would like there to be more physical activities on the estate for older people, parents and children

We are currently reviewing the feedback and working to improve services in the area. You can read a copy of the “you said, we listened” document below:

2019 Higher Folds – You Said We Listened FINAL

What’s next?

The CCGs Primary Care Team is using feedback from residents to improve services in Higher Folds.

If you live in Higher Folds and have any additional feedback you can contact us on 01942 482711 or

We plan to do some more engagement work in Higher Folds around September 2019 to check back with local residents. We will publish details about this in due course on our “we need your help”  page.

Different formats

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

What happened?

The Wigan Borough Maternity Voices Partnership (MVP) is a group of parents and staff who meet every few months to discuss maternity services and how we can improve services based on their feedback and experiences. The group was formed back in 2018 and continues to go from strength to strength.

What difference did people make?

We provide regular feedback to the group about how their feedback, experiences and ideas have influenced change in maternity services. The poster below summarises some of the things they influenced in 2019. We’ve also posted full copies of the “you said, we listened” documents below.

MVP You Said We Listened 26 Sept FINAL

MVP You Said We Listened 13 June FINAL

MVP You Said We Listened 15 March 19 FINALV2

What’s next?

The MVP group will continue to meet through 2020 and beyond. If you’re interested in getting involved please contact us on 01942 482711 or

Different formats

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example), please contact us on 01942 482711 or

What happened?

There are going to be some changes to the services for people who require neuro-rehabilitation following discharge from hospital. At the moment there are 3 different teams who would look after someone following a stroke or brain injury:

  1. The Community Stroke Team;
  2. The Clinical Neuropsychology Team;
  3. The Community Neuro-rehabilitation Team.

Between July and October 2019 we spoke to patients and residents about this change. The purpose of our engagement work was to:

  1. Share the plans for the services;
  2. Gather feedback from patients around what they think would be good or if they have any concerns;
  3. Gather additional ideas for improvements we may not have thought of in our plans.

We worked with the following partner organisations to reach the cohort of patients and families who use these services:

  • Headway;
  • Think Ahead Stroke;
  • Stroke Association;
  • Healthwatch Wigan & Leigh;
  • Greater Manchester Neurological Alliance.

What difference did people make?

You can read a copy of the engagement report below. We’ve also included a “you said, we listened” within the report.

Community Stroke Neuro-rehabilitation Services – Engagement Report draft FINAL

What’s next?

As of January 2020 the new integrated service model has been partially implemented. We’ve described this at the end of the engagement report. We expect it to be fully implemented later in 2020 .

Different formats?

If you would like help understanding this information, or need it in a different format (large print, easy read or braille, for example) please call us on 01942 482711 or email us at


What happened?

In November 2018 we supported Wigan Council’s programme of engagement work to develop The Deal 2030.

This engagement work wasn’t health specific; we asked people what they thought of their neighbourhood and what they wanted the Borough to be like in 2030.

We visited 8 health centres, covering a number GP practices and community services, including:

  • Atherton Health Centre – 3 GP Practices
  • Beech Hill Medical Practice , Wigan– 1 GP Practice
  • Bradshaw Medical Centre, Orrell – 1 GP Practice and Community Services
  • Golborne Health Centre – 4 GP Practices
  • Pemberton Surgery – 1 GP Practice
  • Platt Bridge Health Centre – 3 GP Practices
  • Standish Medical Centre – 1 GP Practice
  • Tyldesley Health Centre – 1 GP Practice and Community Services

The information we gathered from residents was shared with Wigan Council to take into account when writing The Deal 2030. More information about the wider programme of engagement can be found on Wigan Council’s website by clicking here.


What difference did people make?

The following paper gives a full overview of our engagement work:

Some of the key things that people told us were important to them were:

  • Cleanliness and the local environment
  • Anti-social behaviour and community policing
  • Public transport
  • Cars and parking
  • Facilities for young people
  • Housing and supporting facilities
  • Town Centres and borough cohesiveness
  • Health and wellbeing

The paper above gives some more detail around these.


What’s next?

The Deal 2030 is currently being developed and it will incorporate all of the things people said was important. We will update this page with more information once The Deal 2030 has been launched!


What happened?

Between 5th October & 4th November 2018 the CCG ran a consultation about future commissioning arrangements.

With Wigan Council, we are changing the way we commission local health and care services.  We are working together and will begin to commission local services as if we are one organisation.

We are working closer together and bringing together the commissioning of the different services to make the process more efficient and effective.  This will also make it simpler for the local health and care services we commission.

This is a long standing commitment of CCG and Council to improve the way we commission local services and is set out in the Wigan Locality plan (2015-2020).

The voice of local people has been integral to the development of the Wigan Locality Plan.  This includes:

  • 3 months of engagement on integrated care to help us develop the locality plan (spring 2014)
  • 4 months of engagement for an Equalities Impact Assessment on the Locality Plan (Spring 2016)
  • The establishment of a Wigan Borough Engagement Group to work with us involving local people in the delivery of the Locality Plan (2016)
  • 3 months of engagements on the development of the Healthier Wigan Partnership (our Local Care Organisation) and the next phase of the Locality Plan (summer 2017)
  • Specific engagement with the CCG’s patient engagement groups on the development of the Strategic Commissioning Function
  • Consultation and engagement on specific projects within the Locality Plan, for example, Start Well, Urgent Primary Care and Share to Care.

These conversations and the engagement with local residents have highlighted the challenges that local people face when they need help from more than one service, for example from a health visitor and a social worker.  Often services struggle to work together and people can feel lost in the system.

Bringing commissioning together is an important step in overcoming these challenges and delivering the improvements residents have asked for.

To do this in Wigan, we have set up a Joint Commissioning Committee that brings together members of our decision-making bodies, the Council’s Cabinet and the CCG’s Governing Body.  This is a development of existing strong working relationships and both decision-making bodies retain responsibility for their statutory duties.

Until April 2019, the Joint Commissioning Committee will meet in “shadow” which means that they are not making any final decisions, but are working through the best way to make the Committee work.

In order to deliver the work of the Joint Commissioning Committee, a mechanism is needed to allow for:

  • Pooling budgets
  • Lead commissioner arrangements
  • Delegating commissioning powers

Our preferred way to deliver this is to extend our existing arrangements under, Section 75 of the National Health Service Act 2006.

The purpose of the consultation was to:

  • Seek feedback on our proposal to extend our Section 75 arrangements and understand any impact it may have; and,
  • Find out if there are any further alternatives to the use of Section 75 arrangements that we should consider.

For information the consultation document is below:


What difference did people make?

The consultation closed on 4th November 2018. The consultation outcome report is below:

No respondents raised any objections to the proposal and no respondents suggested any alternative proposal. This report will now be considered by the Joint Commissioning Committee, CCGs Governing Body and Council Cabinet who will consider the responses to the consultation when deciding on whether to proceed with the suggested way of commissioning in the future.


What’s next?

There are no plans for further consultation work around this area. Our “We need your help” page lists the different areas the CCG needs input with.

What happened?

In May 2018 we were delighted to launch the Wigan Borough Maternity Voices Partnership (MVP) with our partner, Wrightington Wigan and Leigh NHS FT, who run the local maternity services.  Together we invite local mums and dads who are using or have recently used maternity services to talk to us and give us feedback.  Both maternity commissioners from the CCG and nursing and service managers from the hospital maternity services lead the engagement sessions to help us improve both the services and the way we commission them.

The group, made up of parents and staff, meet informally every few months over a brew to discuss local services! Little ones are welcome to come along too, we provide creche facilities.

We are working with the group to implement the recommendations arising from the National Maternity Review, “Better Births”. Click here to see the “Better Births” report.


What difference did people make?

May 2018

The first event was held in May 2018. A copy of the notes from this event is below:

Following the event in May 2018 we produced a “You Said, We Listened” document which describes how all the feedback was taken forward to improve local maternity services. This document is below:

October 2018

The second event was held in October 2018. The notes and a “You Said, We Listened” document with feedback from the event can be found below:

The following poster summarises the work of the MVP in 2018:

Download a copy of the poster below:


March 2019

See below notes and a ‘You Said, We Listened’ with feedback from our Maternity Voices Event held at Ince Community Centre in March 2019!


What’s next?

The Maternity Voices Partnership will meet at regular intervals throughout the year. Keep an eye out on our ‘We need your help’ page for details of the next event.

If you want us to add you to our contact list for the group please email us via or call on 01942 482711.

If you want to give us some feedback about your experience of maternity services in the meantime please click here to complete a short survey.

What happened?

Wigan Borough CCG has recently led on the development of and End of Life Strategy for the Borough (2018 – 2023). The strategy covers all ages, causes of death and services. It was really important to get patients, residents and staff involved in sharing their views and wishes around end of life  to make sure the strategy is fit for purpose and reflects what local people want. We got people involved in the following ways:

  • We worked with 3 patient representatives who shared their own experiences and helped us to design the public engagement programme
  • We collected 3 patient stories which can be found in the strategy
  • We held a workshop with Wigan CCG Patients Forum
  • We asked members of the public to complete a survey
  • We asked staff within different services to complete a survey
  • We commissioned Healthwatch Wigan and Leigh to undertake 7 discussions with seldom heard groups in the community
  • We held 3 staff workshops

The following report summarises all the engagement that we carried out and what people told us:

When we reviewed the feedback we had got, we had a number of groups that we wanted more feedback from.  We commissioned Healthwatch to help us out with this, and they targeted young people, men and carers to help us get a better understanding of their needs.

The engagement report from Healthwatch Wigan and Leigh explains what they found:

After this, we still had a lack of input from some religions.  Different religions have different customs around end of life and death, so it was important that this was picked up.  The project lead went out of Borough to speak to religious leaders such as an Iman and a Rabbi.

The Equality Impact Assessment picks up all the key points from the different groups:

What difference did people make?

The information and feedback from patients, residents and staff helped to shape the 6 priority areas within the strategy. The 6 areas are:

  1. Advance Care Planning
  2. Robust processes to communicate and share information
  3. Easy access to services to support preferred place of death
  4. Aligning children and adult services
  5. Joined up approach to spiritual and faith support
  6. Peer support and education for communities and the workforce

Lots of people told us they didn’t know what ‘Advance Care Planning’ is or when it should be done and how. One of the biggest concerns from people was to have their wishes respected regarding where they want to die and to have their pain controlled. Being able to access faith and spirituality support was also important to patients and residents who responded.

There was lots of feedback around the fact that end of life is quite a taboo subject and some people don’t really like to talk about it. People would like to see an effort made to get more people talking about end of life and planning in advance.  Lots of people we spoke to also didn’t know where they could go for more information if they needed it.

Feedback from staff indicated that there could be better communication and coordination between all the different services that look after someone nearing the end of life. The need for better education and training for staff across different services was also highlighted.

We believe the 6 priority areas listed above encompass all the different elements that are important to patients, residents and staff.

The following ‘You Said, We Listened’ document goes into more detail about how the feedback from the engagement work has helped to shape the strategy:


What’s next?

The End of Life Strategy (2018 – 2023) has now been launched and can be found on Our Strategies & Plans web page. Following feedback from residents, we produced a shorter public friendly version of the strategy which is available below:

The strategy is now being implemented. We will be looking for people to get involved in the different areas of the strategy so please keep an eye out on our We Need Your Help page for any opportunities that come up.

In the meantime, if you experiences, ideas or suggestions about end of life services that you would like to share with us please get in touch on 01942 482711 or

What happened?

Dr K K Chan owns two practices in Atherton; Church Street & Elmfield Surgery in Atherton Health Centre. Dr K K Chan and his team have been considering whether to apply to merge both practices with patients still being able to access both locations as they do now.

Throughout March 2018 we supported the practice team to speak to patients about this idea. The engagement work included:

  • Meeting with the Patient Participation Groups
  • Spending time chatting to patients in the waiting rooms
  • A leaflet and survey that was handed out to patients who came in to the practices


What difference did people make?

The engagement report can be found below:

Overall, patients were positive about the proposed change to merge practices. Patients felt that being able to access services across both practices would be a good thing and could see benefits for the back office functions.

There were a few minor concerns for example about the appointment system and telephones. The practice responded to these concerns at the end of the engagement report.


What’s next?

The feedback from patients was considered when the practice formally applied to merge the practices. The CCG approved the decision and will be working with Dr K K Chan and his team to implement this change.

What happened?

The CCG has been involved in discussions about improving healthcare services for residents of Orrell & Billinge. Earlier this year we undertook some engagement work in that area to find out what local residents think of services.  The engagement activities included:

  • Meeting with a local church group
  • Producing a survey that was distributed within the local area
  • Spending time at local community venues to chat to people


What difference did people make?

The engagement report can be found below:

The CCGs Primary Care Team is currently considering the results of this survey and we will post a “You Said, We Listened” document here in due course.


What’s next?

There are no plans for any future engagement work at the moment.

What happened?

The Patients’ Forum is an engagement group made up of local people who are involved with their GP practice Patient Participation Group (PPG) and Healthwatch Wigan and Leigh.

Patients Forum meets every two months to discuss local services, patient feedback and commissioning.

Patients Forum plays a role in assuring the CCGs Governing Body about its Patient & Public Involvement activity every year and help to write the Annual Engagement Report.


What difference did people make?

We have taken a look back at 2017 / 2018 to see what the Patients Forum has been involved in and achieved. Patients Forum has:

  • Got involved with the CCGs Quality Team and some members have been involved with commissioner visits to services
  • Been involved in the way GP practices within different parts of the Borough are working together to transform services to their local population
  • Helped to organise the Annual Engagement Conference and PPG Awards
  • Helped design and deliver the Shape Your NHS Training Programme
  • Given their own views on the development of the Healthier Wigan Partnership and helped to undertake engagement work to get wider views
  • Got involved in engagement work for the Bolton, Salford and Wigan Partnership and the Greater Manchester Health and Social Care Partnership around hospital transformation
  • Given their views on the relocation of the Neuro-Rehabilitation service and attended public meetings
  • Given views on the transformation of Community Services and will be getting further involved with the Reablement Service
  • Attended training and community events, including the CCGs Annual General Meeting
  • Contributed to the Borough’s End of Life Strategy


What’s next?

Patients Forum continues to meet regularly. Take a look at the section on our “We need your help”page for more information about the group and how you join.

What happened?

At the end of 2017 we supported Dr Tun & Partners to consult with patients on a proposal to close their branch surgery in Hindley Green.

The practice in Hindley Green was the branch surgery to the main practice in Hindley Health Centre on Liverpool Road. Patients could attend either practice as required but less services were offered in Hindley Green.

There were a number of reasons Dr Tun & Partners were looking at whether they could close the branch in Hindley Green, including:

  • Disrepair of the building
  • Concerns about disabled access to the building
  • The services they were able to deliver in the building
  • Lack of parking around the building
  • Concerns about lone working of administrative staff at the building
  • Concerns about not being able to use more space in the building, including the upstairs
  • Concerns about risks to patient data when transferred records between sites.

The consultation was led by Dr Tun & Partners with the Engagement Team at the CCG providing support around the consultation process and offering some administrative support.

We got people involved by:

  • Being able to complete a survey and consultation document (available in paper and online and easy read)
  • Contacting all local stakeholders, including other GP practices, Dentists, Pharmacies and Community Group inviting them to take part.
  • Meeting with the Patient Participation Group several times, the Hindley Green Residents Association and the local councillor.

The consultation took place between 6th November 2017 – 18th December 2017 and a total of 245 contacts were recorded. Dr Tun & Partners practice list size is 8200 patients, with 1500 of the patients living in Hindley Green, to put the number of contacts into perspective.  A decision was taken by our Primary Care Committee in September 2018.


What difference did people make?

You can read a copy of the consultation outcome report below:

Some of the patients in Hindley Green did express concern about the plan to close the branch surgery. The concern tended to be from patients who said it would be more difficult for them to get to the Hindley Health Centre on Liverpool Road for a number of reasons. There were also some concerns raised about the lack of public services available in Hindley Green.

There were other stakeholders, such as the Patient Participation Group who supported the closure of the Hindley Green branch. They understood the concerns about keeping it open and the opportunities that might arise from bring all resources together in Hindley Health Centre.

Dr Tun & Partners carefully weighed up the feedback from the consultation against the potential risks and benefits and they decided to continue with an application to close the branch surgery in Hindley Green.

As part of the application process Dr Tun & Partners had to outline how they would be able to address the concerns raised by patients. To mitigate some of the concerns the practice proposed to:

  • Offer more home visits
  • Offer more appointments
  • Explore opportunities to improve facilities in Hindley Health Centre, including parking.

Dr Tun & Partners said they would work with any individuals who had concerns or problems accessing services to see what they could put in place.


What’s next?

Dr Tun & Partners applied to close the branch surgery in Hindley Green.

This matter was considered by the CCGs Primary Care Committee which is a public meeting. Members of the Patient Participation Group took the opportunity to attend and were invited to comment; the PPG supported the practice application to close.

The Primary Care Committee approved the closure and this took place in September 2018.

Patients registered with Dr Tun & Partners now access services from Hindley Green Health Centre.

If you are a patient at Dr Tun & Partners and have any feedback about the services please let us know!

Email –

Call – 01942 482711

What happened?

The Bolton, Salford and Wigan Partnership (BSWP) is all about NHS organisations in the North West Sector of Greater Manchester working together to make sure that specific areas of hospital care are the best they can be. Nationally, there is a shortage of staff and limited money to provide services. There is also increasing pressures on the healthcare system. The partnership needs to make changes to the way services are currently provided to make sure that NHS services in the sector are equitable, safe and sustainable for future generations.

The Equalities & Experience Reference Group (EERG) was established to support the work of BSWP to make sure that the patient voice is included at the centre of transformation work taking place in Bolton, Salford and Wigan.

The EERG meets regularly!


What difference did people make?

At every meeting a “You Said, We Listened” document is presented to show how the views of the group has been taken forward. Feedback from all the meetings in 2017-2018 has been combined into the ” You Said, We Listened” document below:


What’s next? 

Details of future meetings can be found on our “We need your help page”. We are always looking for more people to get involved so please let us know if you are interested!

What happened?

NHS England recently carried out a public consultation on reducing prescribing of over the counter medicines for minor, short term health concerns. This included drugs such as aspiring and head lice treatment.

We involved people by:

  • Holding two engagement events to get views from local people on the proposals by NHS England
  • Widely advertising the Consultation to local people on social media, in our engagement newsletter and via our network of Patient Participation Groups
  • We also made the Third Sector Assembly aware of the consultation


What difference did people make?

The notes detailing feedback from the events can be found below:


The overall sentiment was in support of the need to reduce some prescribing of over the counter medicines. However there was some concerns about certain groups who might be adversely affected. Just a couple of examples included:

  • Concern that head lice would become more widespread in schools if some families didn’t have the means to purchase treatment
  • People who can’t afford medication might leave something untreated


All the feedback from the events was included in the CCGs response to NHS England’s consultation. Patients were also encouraged to respond directly.


What’s next?

Following the consultation, NHS England issued some guidance for CCGs. Click here to go to NHS England’s website.

No changes have been implemented in Wigan Borough yet. We are working with other CCGs within Greater Manchester to take a coordinated approach. If we do any further engagement work in the future we will put this on our ‘We Need Your Help’ page.

What happened?

For the past few years the CCG has been working with GP Practices and patients to consider how local GP services can better meet changing public needs.

We have undertaken a number of engagement programmes over the past few years on this topic.

Engagement activities have included:

  • Speaking to local residents about primary care during the CCGs ‘Big Conversation’ work in 2014
  • Commissioning market research around the public’s views on extended hours access in 2015
  • An engagement session for local Patient Participation Groups (PPGs) in 2017
  • Setting up a patient reference group in 2018 to work with the CCG around this service design


What difference did people make?


The engagement work in 2014 helped to shape the CCGs Primary Care Strategy. Below you will find a “You Said, We Listened” document and a copy of the strategy:


In 2015 the CCG also commissioned Vision One to undertake some market research to understand the views of the local population in terms access to GP services. A copy of report is below:

Following this, the CCG successfully implemented an Extended Hours GP service that is delivered from 7 locations across the Borough. Click here to go to the service website.

If you want an appointment with a local GP between 6.30pm and 8pm on a week day or 10am and 4pm on the weekend, any patient registered with a Wigan Borough GP Practice can call 01942 482848 to book an appointment at one of the 7 locations.

2017 / 2018

In response to NHS England mandating that every area sets up GP triaging in A&E and an Urgent Treatment Centre, the CCG is reviewing local urgent primary care services again.

On 7th September 2017 we held an engagement event with local Patient Participation Group (PPG) members around urgent primary care services. The feedback is summarised in the report below:

We have now set up a Patient Reference Group to work alongside us on the review of Urgent Primary Care and the introduction of the Urgent Treatment Centre.

Members of the Patient Reference Group have given us their feedback and views on how the services currently work and how they could work better in the future. Some of the feedback so far has been about how confusing the current provision of services is and how people can know when services are open and how to access them. The Patient Reference Group is now helping us to plan the wider engagement work around this service review.

We will post any further engagement reports and “You Said, We Listened” documents on this page in due course. The engagement work around this is ongoing.


What’s next?

Further opportunities to get involved in this work will be coming up. Please keep an eye out on the CCGs “We need your help” page or sign up to our Shape Your NHS Community.


What happened? 

In 2017 we worked with Bolton CCG on the re-provision of the inpatient Neuro-rehabilitation service.

This service helps people with serious brain injuries and other neurological conditions to continue their recovery after they no longer need urgent medical attention.

We involved people by:

  • Meeting with patients, families and carers on the ward
  • Holding a public consultation which was available in paper and online
  • Holding two public meetings during the consultation
  • Distributing the consultation in our engagement newsletter, via Patient Participation Groups and the Third Sector Assembly
  • Meeting with representatives from the Greater Manchester Neurological Alliance


What difference did people make?

Both CCGs made the decision for the service to move to Trafford General Hospital and all patients were safely transferred to the new location in early 2017. Click here for more information about this.

The consultation outcome report is below:

During the consultation there were some concerns about the service moving out of area. One of the main concerns was how patients, families and carers would travel to this new location. There were a number of actions identified from the engagement work:

  • Ascertaining that all bus routes that went to Trafford General Hospital were accessible for wheelchair users.
  • Developing patient information
  • Facilitating visits to the new ward prior to the move
  • Trafford also worked with the Greater Manchester Neurological Alliance on a welcome party

There were also concerns raised about the impact on families and loved ones of having to travel out of the Borough. The CCG agreed to put financial assistance in place to pay for taxi journeys for families of patients who transferred over to Trafford General Hospital with the service, until they were discharged.


What’s next?

All patients safely transferred with the service. No further engagement work is planned around this service.

What happened?

On 13 – 15 September 2017 the CCG took over stalls on Leigh Market to hold our Annual General Meeting. The formal Annual General Meeting was held on the morning of the 13th September 2017. Over the course of the 3 days the CCG engaged with local residents by:

  • Talking to people and gathering feedback about services
  • Asking people to complete a survey
  • Asking people to tell us what they want services to be like in the future by making a ‘wish’ on our wish tree
  • Hosting a number of local voluntary organisations to chat to local people
  • Encouraging residents to do their part in reducing Medicines Waste
  • Signing people up to our Shape Your NHS community


What difference did people make?

This following report summarises the feedback and comments from the 3 days in Leigh Market:

The main themes arising and what we did are:

  1. Mental Health

People were concerned about the accessibility of mental health services and whether enough focus is being given to services.

This feedback was shared with the lead commissioner for Mental Health to take into account when the CCGs Mental Health Strategy was refreshed.

Over in Leigh, mental health is being looked at as a priority area by local GPs. They have been able to improve access to mental health services by working with North West Boroughs NHS Foundation Trust to set up a clinic over in Leigh.

Health and public service providers, via The Healthier Wigan Partnership, are also starting to look at how they can deliver services more locally in each part of the Borough so that patients have easier access to mental health services.

  1. Self-Care and Self-Management

People wanted the CCG to focus on helping people to stay healthy or to manage their Long Term Condition.

This is a priority area being looked at by The Healthier Wigan Partnership. Some GP practices in the Borough have started to test group based consultations, led by Practice Nurses and connecting into wider community based support. These are structured programmes that support people in managing their conditions, offer advice, education and peer support.

We will be doing more engagement work around this area in 2018, please keep an eye out on the “We Need Your Help” page.

  1. Service integration

People told us that they were in support of services working more closely together to reduce duplication and to make it easier to navigate the system. The Healthier Wigan Partnership is working on this.

  1. Primary Care

The feedback from patients suggested that it was easier to get appointments at some practices than others. This information was feedback to the CCGs Primary Care Team and there is ongoing engagement work around access to Primary Care.


What’s next?

The CCG holds an AGM every year which local residents are welcome to attend.

Keep an eye out on our “We need your help” page as we will be doing more engagement work soon around:

  • Self- Care and Self-Management
  • Primary Care

What happened?

We have a number of GP practices in Wigan Borough that are on an APMS contract. This is a different type of contract that is time limited and when coming to an end the CCG is legally obliged to review it. In 2016 / 2017 the CCG undertook engagement work, followed by a formal consultation, on the future of 7 APMS contracts in the Borough.

The engagement work and consultation activities included:

  • Posters and information in each APMS practice
  • Engagement sessions in the waiting rooms of the APMS practices
  • Public meetings and Q&A sessions in each local area near the practices
  • Offer to visit all Patient Participation Groups (3 visited during consultation)
  • Engagement with Locality Patient Participation Groups
  • Documents and surveys available and distributed widely within each APMS practice


What difference did people make?

A copy of the APMS Consultation Outcome Report and the Equality Impact Assessment can be found below:


The overall sentiment from patients was that they strongly valued their GP practices and wanted to be able to access services in the same place. It also became apparent that there was some difference between the practices in what services they offered and opening times.

The CCGs Governing Body made the decision to keep all practices open so that patients would still be able to access services in the same place. In line with national guidance, the decision was made to bring the service and opening times in line with the other 55 practices in the Borough to ensure equity of access for all patients.

We have produced a “You Said, We Listened” document which is below:


What’s next?

Following a full procurement process, SSP Primary Care Health Limited was awarded the APMS contracts in March 2018. The engagement and consultation work around this has now been completed.

Click here to find more information on the APMS section of our website.

What happened?

In 2015 the CCG started work with the local hospital, Wrightington, Wigan and Leigh NHS Foundation Trust on a review of some outpatient services.

The engagement work included in the following activities:

  • A large workshop event
  • Pain management focus group
  • Rheumatology experience based design event
  • Surveys for Respiratory, Ophthalmology, Cardiology


What difference did people make?

Below are reports on some of the key engagement activities:


A “You Said, We Listened” document was produced by the Project Lead to describe how the feedback was taken into account in the review. This is below:


What’s next?

There are no current plans for further engagement work on outpatient services.

What happened?

The CCG has been talking to residents about integrating services since 2014. During the CCGs ‘Big Conversation’ engagement we asked local residents what good, joined up, services would like. This gave the CCG a number of priorities to work on.

Things have progressed and the NHS, Council and other partners in Wigan Borough are working together in the Healthier Wigan Partnership to make health and social care services better for you and your family.

During summer 2017 we undertook engagement work to introduce the Healthier Wigan Partnership and to get feedback against the following 3 questions:

  1. What are the most important things we (the Healthier Wigan Partnership) need to consider when we choose the location of a service?
  2. What types of services would residents like to be able to access closer to home?
  3. How can we (the Healthier Wigan Partnership) support people to take better care of their health and wellbeing?

We got over 3200 contacts during this engagement work!


What difference did people make?

The reports from our 2014 work can be found below:


This work in 2014 helped to identify a number of priority areas that have formed the basis of what the CCG and partner organisations are working on. The Priority areas were:

  1. I want to be able to get the help I need easily at any time, day or night
  2. I want to be treated by professionals who care about me
  3. I should only have to tell my story once
  4. I need to be supported to stay independent
  5. Doctors and professionals should be open and explain things in a way I can understand
  6. I should be able to get an appointment with a doctor in a reasonable amount of time
  7. I want more education to help me manage my own care properly and keep myself well
  8. My family and/or carers should be listened to more
  9. When I am discharged, I want the things I need to be ready for me
  10. Mental health should be seen as being just as important as physical health


The engagement report and a “You Said, We Listened” from our engagement work in 2017 can be found below:


We have had a look back to see how far we have come in addressing the 10 priority areas listed above. Click below to see the report:


The report shows that lots of progress has been made since 2014 to implement the 10 priorities of local people listed above.


What’s next?

At the moment, The Healthier Wigan Partnership are looking for people with COPD to get involved in redesigning COPD services/support. Click here for more information.


What happened?

During the spring and summer of 2016, with our partners we underwent an involved process to understand the impact that the Wigan Borough Locality Plan might have on the 9 protected characteristics groups, plus those in deprived areas, carers and veterans.  The engagement work included:

  • A large workshop event were people and community groups were invited to assess the impact of the plan
  • Engagement via our network of Patient Participation Groups and Shape Your NHS community
  • A ‘spotlight on’ session on the locality plan
  • Further visits to community groups to speak to people from the protected characteristics, e.g. maternity groups

To find out more about the locality plan, visit our GM Devolution page.

In 2017 we spoke to people again about the Locality Plan, in the context of introducing The Healthier Wigan Partnership. More information can be found under that project.


What difference did people make?

The Locality Plan Equality Impact Assessment (EIA) is below:

The report was shared with relevant staff responsible for the services discussed so that they could take into account the findings.

We have undertaken further engagement work into some of the individual programmes, for example Primary Care and more information about this can be found under the relevant section of this page.

In 2017 we set up the Wigan Borough Engagement Group to look at the patient and public involvement in the Wigan Borough Locality Plan, ‘Further and Faster Towards 2020’. The group is chaired by a local patient. The members are local patients and residents from across the health economy engagement structures, i.e. WBCCG Patients Forum, Trust Governors, Volunteers and Healthwatch Wigan & Leigh. Click here for more information about the group.


What’s next?

Please keep an eye out on our ‘We need your help’ page for details of current engagement work and details for the Wigan Borough Engagement Group.


In the Summer and Autumn of 2015, we held a consultation and stakeholder sessions to help us redesign services for people aged 55 and above.  There is more information on the Older You webpage, but below is the final consultation report.


We think that everyone in our Borough should get the best quality health and social care services possible and we know that this doesn’t always happen.  Our NHS was planned in the 1950s.  We need to redesign it around the needs and lives of people today.  We must work together with our partners and our residents to do this.  During this engagement activity we spoke to local people about what was important to them and what they felt needed to change.

One of the service redesigns the CCG worked on is Diabetes.  Patients who use the services worked closely with us to ensure we changed services in the right way.

How we can better help our patients with mental health needs is regularly under review.  Working with a patient reference group, a new joint Mental Health Strategy was developed in Summer 2014.


One of the service redesigns the CCG previously worked on was Dermatology.

We are now working with the Bolton, Salford & Wigan Partnership who are looking to redesign Dermatology services across the sector. We will make sure local residents get the opportunity to get involved with this review and to have their say on how Dermatology services should work across Bolton, Salford and Wigan. Please keep an eye out on our We Need Your Help page for current opportunities.

Annual Engagement Conferences

Thank you to everyone who attended our event at Leigh Sports Stadium on 4th June 2019.

Download a copy of the presentation slides:


Download a copy of the notes:


A huge congratulations to all the people nominated and winners in our Patient Participation Group Awards. Click here to see the full list of nominees and winners:


Special newsletter! – click here to see the newsletter celebrating the event with some pictures

Our annual health engagement conference and PPG awards took place on Tuesday 10th July 2018 at The Edge Conference Centre.

You can see a full copy of all the presentations below!

A huge congratulations for all the people shortlisted and winners in the first year of our Annual PPG awards!

We hope you will be able to join us next time! Take a look at some pictures from the event:

Different formats

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

Skip to content