If you have used local health services in the last 12 months we would like to invite you to share your experience with Richmond Clinical Commissioning Group (CCG) to help us improve patient and carers’ experience of local services.  We are interested in hearing about your experience both positive and negative, so that we can identify ways to improve services and also see where the service worked well for you – we are doing this through the patient stories programme.

​​​Before you decide whether you wish to take part, it is important for you to understand why we would like to hear from you and what will be involved.  Please take the time to read the following information carefully and discuss it with others if you wish.

Richmond CCG is the organisation responsible for planning and buying (commissioning) health services for people living in the borough of Richmond.  It is a membership organisation made up of the 28 local GP practices across the borough.  This means that local GPs are making decisions about local health services by using their local knowledge to improve services and focus resources where there is the greatest need.

Richmond CCG is keen to find effective methods of capturing feedback from patients and carers to help us understand your experience of using NHS services in Richmond. Feedback from patients and carers provides valuable insight into the services we commission.  We can then use this insight to help us improve the patient and carer experience.

Participation is entirely your choice.  Whether or not you decide to participate, your decision will not disadvantage you in any way and will not affect any aspect of your health care.  If you decide to participate, you may withdraw your story at any time without giving a reason.

You can share your story with us via our website or contact us to tell your story face-to-face. If you agree to take part in this programme, you will need to complete a form and send it to the CCG’s quality team.  A member of the team will then contact you to arrange a time that is convenient for you, to either meet face-to-face or talk by phone.  If you are willing to tell us about your experience, you will need to sign the form.

If we arrange to meet you face-to-face, we encourage you to have a family member or carer with you – someone who has supported you in your recent experience with the service and can also offer insights about the experience.  This person will also be asked to sign a form asking for consent.  Again, they can withdraw their story at any time.

The discussion will take approximately one hour.  We will not ask you questions about your medical treatment or results – we want to know how the local service works and communicates information to you and how you (and your carer) feel about your experience.

We will record the discussion with you.  You can decide how we record and share your story – by film, audio recording or written.

The patient stories programme is not part of our complaints procedure.  If you have any concerns about a service you should contact the Patient Advice Liaison Service (PALS) team in the first instance.

Will taking part in the discussion cost me anything, and will I be paid?

You will not be paid to participate in the discussion nor will it cost you anything. We will arrange all discussions at a time, date and location to suit you, so that you do not incur any expenses by taking part.

How will my confidentiality be protected?

Any information that we collect about you through this discussion or from your written story will remain confidential, and will be disclosed only with your permission.
However, under exceptional circumstances we may be required to disclose information you have provided.  This might occur where either:

  • Disclosure is required by law. For example, if you were to advise us that you were the victim of a criminal act while you were receiving health services.
  • If Richmond CCG or national NHS policy require us to do so. For example, if you advise us of serious misconduct or negligence by a staff member or a serious safety incident.

When we come to share your experience of local health services, we will ask if you want your story to be anonymous. If you do want to remain anonymous we will remove or change any details which may identify you (e.g. names or the area where you live). We will also invite you and your carer to suggest an alias so that references to the information you provide us will never identify you.

We appreciate that some patients may want to share their story in person such as via a video and we can enable this to happen.

What will you do with my story?

After having the discussion with you, we will write up your story and send you a copy to ensure that we have accurately captured your experience.  If your story has been recorded via film or audio recording we will arrange for you to view or hear this before it is shared.

The primary purpose will be to present your story at CCG meetings and/or committees.  This is to ensure governing body ​members hear patient experiences first hand and put patient and carer experiences at the heart of the CCG’s decision making.

Your story will be presented by the chief nurse. You are welcome to attend this meeting where your story will be shared in person but this is not compulsory.

A member of the quality team will provide you with feedback following the meeting to let you know any actions that may be required by CCG staff as a result of sharing your story.

The CCG may also want to use your story for other purposes such as:

  • Examples of  patient experiences at other meetings
  • Screening at events with partners and the public
  • Publishing on the CCG website or in publications

While we may talk about aspects of your experience, individual participants will not be identified in any reports, presentations or papers, unless explicit consent from you  has been given.

Should you have any questions after reading this information, please contact the PALS team either by email at or telephone 020 8734 3001 in the first instance.

If your questions are not satisfactorily answered or if you have concerns prior to, during or after the interview, you can contact the quality support officer on 020 8734 3001.

Thank you for taking the time to consider sharing your experience of local health services with Richmond CCG.