Alliance of Local and National Care Organisations Calls on People in the West Midlands to Give Feedback to Shape Future Care

9 July 2020 3:11pm

Issued by Care Quality Commission

New research from the Care Quality Commission (CQC) and Healthwatch England shows that 62% of people in the West Midlands say they are more likely to take steps to improve health and social care services since the outbreak of coronavirus (COVID-19).

In response to these findings, the two organisations have joined forces with other health and care partners to launch “Because We All Care” – a new campaign calling on all people who access services to help shape future health and social care.

According to the research, 57% of people in the West Midlands said they would be more willing since the onset of COVID-19 to support NHS and social care services by actively providing feedback on their care. Overall, the polling also suggests that 32% of people in the region are now more likely to donate or fundraise for a relevant health cause.

Thirty-five percent of people in the West Midlands are reported to have avoided services due to COVID-19. A further 74% reported noticeable changes to the standard of care resulting from the pandemic.

However, the results also show that since the pandemic, 42% of people in the region are more grateful for GP services.

Kate Terroni, CQC’s Chief Inspector of Adult Social Care, said: "People working in health and social care have been going to extraordinary lengths to deliver good, safe care during this global crisis. They have never had a more crucial – or a more challenging – role to play.

"This research clearly shows the public’s appreciation for the care and support they and their loved ones have received and it’s inspiring that people are now looking for ways to channel this into practical action.

"Now more than ever, every voice really does matter. It’s only by hearing what’s working and what’s not, that health and social care providers can improve the quality of care and support that they are delivering."

Sir Robert Francis QC, Healthwatch England’s chair, said: "These findings are good news. As the UK looks to the future after COVID-19, it's never been more important for people to share their experiences of care.

"Services won’t bounce back overnight. There'll be problems to tackle but also opportunities to make care better.

"You can help doctors, nurses and care workers find ways to improve support by sharing your experience."

The research, conducted following the start of the COVID-19 crisis, has revealed a fascinating snapshot of how people in West Midlands view feedback on care:

  • 78% of people surveyed said that feedback is an important way to improve services, yet - despite greater public willingness to contribute - some barriers do remain

  • While 41% of people in the region are more likely to provide positive feedback on care, 20% of the local population also now consider themselves even less likely to provide negative feedback on care

  • 32% of people in the region said they would be reluctant to provide negative feedback – in case it increases pressure on services or staff.

"Every piece of information is valuable for those delivering health and social care services, so it’s vital that people don’t hold back from giving feedback - whether it’s big or small, good or bad. It takes only a few moments, but it could make a real difference to the care that you, your loved ones and your community receives," adds Sir Robert Francis.

The new campaign, which will run extensively on social media, aims to help services identify and address quality issues and support local patients by encouraging people to share feedback on individual experiences of health and social care services.

People can give feedback on their experiences of care, or those of someone they care for, on the CQC website ( or through their local Healthwatch (

Healthwatch can also provide people with advice and information to access support.