This booklet will provide you with information about our proposals around the future of urgent care services in Hull. We want to hear your views

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1 Urgent Care in Hull R D F A V T R E I S N O This booklet will provide you with information about our proposals around the future of urgent care services in Hull We want to hear your views The consultation period will run from 8 August 30 October 2016 See inside for details on how you can have a say

Contents Page 2 Page 3 Page 4 Page 5-8 Page 9 Page 10-11 Page 12 Foreword Introduction Why do Urgent Care Services in Hull need to change Questionnaire What patients have to say about Minor Injuries

2 Contents Page 2 Page 3 Page 4 Page 5-8 Page 9 Page Page 12 Foreword Introduction Why do Urgent Care Services in Hull need to change Questionnaire What patients have to say about Minor Injuries Services Frequently asked questions Have your say - public meetings and more Foreword by Dr John Parker - NHS Hull Clinical Commissioning Group (CCG) Planning and Commissioning Committee Chair As a local GP I know that it can often be complicated or confusing for people when health services are provided by a wide range of organisations across different sites. We are constantly working to improve local healthcare services in your community and within the resources we have available. This includes working with City Health Care Partnership (the organisation that runs minor injuries and out of hours GP services in Hull) to ensure that people can access high quality urgent NHS care when they and their families need it most. Establishing a new Urgent Care Centre, open 24 hours a day, 7 days a week with integrated out-of-hours GP services and enhanced minor injuries care will be a huge asset for our health community. It would ensure that patients with an urgent care problem can be seen by the right person in an appropriate setting, leaving the hospital s emergency department to concentrate on patients with acute injuries and potentially lifethreatening illnesses. 2 Your comments are vital to help us identify the best options for the future, and we want as many people as possible taking time to fill in the survey, attend public meetings and focus groups to contribute feedback. This document outlines the options for the future of urgent care services and the opportunities we have to enhance services in this part of Hull. Our consultation runs until 30 October and there will be a feedback report available after this time published on the CCG s website What is an urgent care centre? Urgent care centres usually treat injuries or illnesses that need immediate care, but are not serious enough to require an Accident and Emergency visit. A range of services can be provided at the urgent care centres which include: Treatment for minor injuries like cuts, sprains, burns and fractures Diagnostics which include things like x-rays, ultrasound and basic blood testing What can be treated in a minor injuries unit (MIU)? A minor injuries unit (MIU) is a type of walk-in clinic service generally staffed by nurse practitioners who can treat minor injuries such as: Sprains and strain Broken bones Wound infections Minor burns and scalds Minor head injuries Insect and animal bites Minor eye injuries Injuries to the back, shoulder and chest

Treatment Centre 97, Preston Road Tel: (01482) 344580 Monday Friday 9am-5pm Saturdays, Sundays and Bank Holidays - Closed.

3 Introduction What urgent care services are currently available in Hull? Minor injuries services are currently provided at: Bransholme Health Centre Goodhart Road Tel: (01482) Monday - Sunday 9am-8pm Christmas Day, Boxing Day and New Year s Day - 9am-5pm Freedom Treatment Centre 97, Preston Road Tel: (01482) Monday Friday 9am-5pm Saturdays, Sundays and Bank Holidays - Closed. There is no x-ray facility currently available in either MIU Bransholme Health Centre The GP out-of-hours service in East Hull is currently provided from a base within Diadem Health Centre. Freedom Treatment Centre This service is open Monday to Thursday 6.30pm to 10.30pm, Friday 6.30pm to midnight, Saturdays Sundays and bank holiday 8am to midnight. This service is accessed via NHS 111. This document outlines our proposals to relocate these services on one site within an integrated Urgent Care Centre which would offer minor injuries care and out of hours GP services 7 days a week, 24 hours a day, and better access to x-ray services within the community. We would also like to work with local residents on what health input could be provided at the Freedom Centre as an alternative to the current MIU provision, based on current activity and need. 3

structure of urgent care services to reduce confusion amongst patients and ensure they access the right service, first time Reduce pressure on accident and emergency departments by treating patients

4 Why do urgent care services in Hull need to change? At a national level there is a desire for the NHS to: Develop a more integrated urgent care system that ensures patients are treated in the most appropriate setting for their needs Simplify the structure of urgent care services to reduce confusion amongst patients and ensure they access the right service, first time Reduce pressure on accident and emergency departments by treating patients with minor symptoms either in primary care or in the community. The NHS Five Year Forward View (5YFV) (published in 2014) outlined the need to redesign urgent and emergency care services in England to ensure that they are safe, sustainable and that they provide high quality care consistently. Providing urgent care in a more integrated way, within a specialist Urgent Care Centre available 24hrs a day 7 days a week, supports this key national guidance. The CCG has taken the opportunity to speak to people across the city about their health and healthcare since 2013, and feedback about experience of local urgent care services has helped to develop the proposals, particularly in relation to the GP out-of-hours service and MIUs. Surveys showed that 92% of respondents* agreed that care or treatment should be available at all times (including evenings and weekends). When people were asked for the one thing that should be introduced to provide urgent/out of hours care in a way that would suit them or their family s needs, the majority of comments focused on extended opening hours, out of hours care, response times and access to services including location and availability of parking. The CCG has invested in the expansion of the A&E at HRI and this service now provides an integrated GP service, but we still want to encourage people to use alternatives to A&E whenever appropriate. Feedback also indicates some confusion and uncertainty of how and where to access urgent care services, opening times, what treatment is available**. Patients and the public have also spoken about the lack of diagnostics as this is not currently provided at either of the MIU sites. *Hull Peoples Panel 2014 **Community Services Procurement consultation

Questionnaire We are keen to hear your views on our proposals. Please take time to complete the survey and then fold the questionnaire as indicated and return it to us no stamp needed.

5 Questionnaire We are keen to hear your views on our proposals. Please take time to complete the survey and then fold the questionnaire as indicated and return it to us no stamp needed. If you prefer, you can complete the survey online at Q1. Which of the following services have you used in the last 12 months, and why did use them? Please tick all that apply A&E (accident and emergency) Pharmacy (treatment or advice) GP Out of hours service Minor Injury Unit NHS 111 Emergency Care Practitioner or Responder None of the above For Yourself Q2. Please put these things in order of what you think is important in an Urgent Care Service (1 being most important, 10 being least important) Being seen and treated in the same place Having diagnostics in the same place (X-ray) Open 24 hours a day, 7 days a week Close to other health services (Late pharmacy, hospital) Close to where I live Seeing a doctor face to face Seeing a nurse / healthcare professional face to face Accessible by public transport Accessible by car Good car parking Other... For a child you care for Q3. In what capacity are you responding Patient Carer Local resident Member of the public Clinician / Healthcare staff Partner organisation For an adult you care for Other... How much do you agree with the following statements? Q4. The current out of hours and urgent care services are too complicated It is hard to know which service to go to and when. Strongly agree Tend to agree Neither Tend to disagree Strongly disagree 5 Fold this page of questionnaire along the dotted line

6 Q5. Urgent Care should be available at all times, 24 hours a day, 7 days a week. Strongly agree Tend to agree Neither Tend to disagree Strongly disagree Q6. People should be seen, diagnosed and treated all in the same place as much as possible. Strongly agree Tend to agree Neither Tend to disagree Strongly disagree Q7. Something needs to be done to reduce pressure and waiting times in accident and emergency. Strongly agree Tend to agree Neither Tend to disagree Strongly disagree Q9. Where did you obtain this document? Q8. Please put the these Options in order of preference, 1 being the most preferred, 3 being the least preferred. Relocate the minor injuries unit from the Freedom Centre, and the GP Out of hours from Diadem Health Centre to create a 24/7 Urgent Care Centre at Bransholme Health Centre, with no health services based at the Freedom Centre. Relocate the minor injuries unit from the Freedom Centre, and the GP Out of hours from Diadem Health Centre to create a 24/7 Urgent Care Centre at Bransholme Health Centre. Work with local residents on what health services can be developed at the Freedom Centre, based on activity and need. Do nothing and keep the current service locations, opening times and access times as they are, without the development of an Urgent Care Centre and extended access to X-ray. Q10. Please use the space below if you have an alternative idea for Urgent Care. Q11. Please use the space below to make any further comments about the proposed changes or urgent care in general. 6

7 About You We know that people from different age groups, ethnic groups, religions, and sexualities access healthcare in different ways, they have different health needs and sometimes have differing experiences of care. By telling us a little about you, we can make sure that everyone has the opportunity to receive care in a way that is most appropriate to them. If you don t want to answer any of the questions please select. Your responses to this section will be completely anonymous. Q12. What is your postcode? Q13. Which GP Practice are you registered with? Q14. What is your year of birth? Q15. Which of the following best describes your ethnic background? White - English / Welsh / Scottish / Northern Irish / British White other (Please specify in the space below) Asian / Asian British Black / Black British Mixed / Multiple Ethnic group Other... Q16. What is your religion, belief or faith? No religion Buddhism Christianity Hinduism Islam Judaism Sikhism Other... Q17. What is your gender? Male Female Is there anything else about your gender you would like to tell us?... Q18. What is your sexual orientation? Heterosexual (Straight) Bi-sexual Gay / Lesbian Other... Q19. Are your day to day activities limited because of a health problem or impairment which has lasted, or is expected to last at least 12 months? Yes, limited a little Yes, limited a lot No Q20. Do you identify with any of the following impairment groups? Mobility impairment (Wheelchair user) Mobility impairment (Not a wheelchair user) Personal assistance user Cognitive or learning difficulty Visually impaired, partially sighted or blind Hearing impaired, hard of hearing, or deaf Mental Health condition Medical related impairment (including HIV and Cancer) Neurological impairment (including epilepsy and brain injury) Autistic Spectrum Disorder Dementia (including Alzheimer s disease) Hidden impairment (including diabetes) Other... Q21. Is there anything else about yourself that you think may have an impact on your healthcare needs? GETTING INVOLVED If you would like to be more involved in the future, please provide details below. To keep your responses anonymous this information will be separated from the section above before processing. Daytime Telephone Name Address

8 Urgent Care Consultation Freepost address RTGL-RGEB-JABG Engagement Team NHS HULL Clinical Commissioning Group 2nd Floor Wilberforce Court Alfred Gelder Street Hull HU1 1UY 8

What do patients have to say about Minor Injuries Services? N O Minor injuries units offer fast and convenient treatment for less serious injuries.

9 What do patients have to say about Minor Injuries Services? N O Minor injuries units offer fast and convenient treatment for less serious injuries. Many people go to Accident and Emergency when they could be treated just as well and probably quicker at a Minor Injuries Unit. I S No appointments are required and patients are managed by Nurse Practitioners who have experience and expertise in the management of minor injuries, working within a safe, caring environment. Here s what some patients who have used minor injuries services in Hull have said*: R E My eye is a lot better after using my eye drops they recommended and have helped me tremendously. Sooooo happy with the service I was provided with, made me a very happy person. Thanks ladies! V T Friendly staff. Very good service. I was seen to very quickly and thoroughly examined. F A The staff were very welcoming and friendly, they were also great with my children. No long waiting times which was great! I can t think of anything to improve on this service. Amazing! Was seen straight away- couldn t have asked for a better experience. Thank you. R D Friendly and really helpful, fantastic care given with a smile. Comfortable waiting room. Polite and friendly staff. Good treatment given, when I was feeling quite stressed - I felt reassured by the Nurse who was very understanding. I was seen very quickly - only waited about twenty minutes. The nurse, who I saw very quickly and efficiently, removed a small piece of glass from my foot and left me pain free! Thank you. Good timely assessment with minimal wait. Clinician was thorough and explained everything in great detail. Reassured about my injury. A very happy customer. Well done. Professional and polite reception, clear questioning. Pleasant ambiance to the premises. Excellent treatment and advice from duty nurse. All done with a sympathetic, caring, yet efficient manner. Amazing facilities with minimum waiting time. Access to experienced, caring and friendly health professionals. *City Health Care Partnership 2015/16 9

10 Some frequently asked questions: 1. When will the changes take place? If the outcome of the public consultations is to establish a 24 hour Urgent Care Centre we would expect the changes to be in place by 1 April There will be no reduction in the number staff or service capacity during this period of mobilisation. 2. Will GP out-of-hours services at Westbourne Avenue be affected by the review? The GP out-of-hours service based at Westbourne Avenue is not part of this consultation. People will continue to be directed by NHS 111 to local GP out of hours services based on clinical need. 3. Why cant the minor injuries service continue to be provided at the Freedom Centre? The minor injuries service at the Freedom Centre is open 9 am 5pm Monday to Friday. There is an opportunity to enhance urgent care services in Hull if minor injuries services are based together on one site operating over 24 hours. We want to explore the possibility of developing an alternative health resource focused on the needs of children and families at the Freedom Centre in the future and would welcome ideas from the community about this. 4. Why are you moving GP out of hours service away from Diadem Health Centre? Opening times at Diadem Health Centre and are currently 6.30pm to 10.30pm Monday to Thursday, Friday 6.30pm to Midnight and 8am to Midnight over the weekends. At present we do not have enough GPs to provide a 24 hours service from both the Diadem and Bransholme Health Centre sites. A new Urgent Care Centre at Bransholme will provide the extra GP hours needed to be able to operate an out-of-hours service integrated with other urgent care services over 24 hours, 7 days a week. Locating all the services together on one site will provide more consistency in terms of operating hours. 5. Will ambulances use the Urgent Care Centre? Whilst there is a need to use ambulances for transporting some patients to or from the Urgent Care Centre these patients would not normally be seen as an emergency with no need for a 999 response using blue lights and sirens so there should be limited noise. In the unlikely event that someone does attend with a life threatening condition we would call 999 as appropriate. 10

11 6. Will there be more traffic and noise around the Urgent Care Centre in Bransholme? There may be an increase in the activity at The Bransholme Health Centre twhich would increase traffic using this facility, however as the Health Centre is surrounded by shops and carparks with a very good road system we do not anticipate increased disruption and noise for local residents. 7. Will I get turned away at Accident and Emergency and sent over to Bransholme if my illness or injury isn t an emergency? No, but information about alternative urgent care services that could be used in future will be provided. 8. Will I be safe visiting the Urgent Care Centre through the night for GP out of hours services? There will be a security presence throughout the 24 hour period with CCTV covering all aspects of the building and car-parks. 9. Will GP out of hours opening times change? No. The GP out-of-hours service will continue to operate in the same way between 6.30pm and 8am the following day and all weekend and bank holiday periods. People who need access to a GP for a medical problem that cannot wait until the next day will continue to access this service through NHS How will I get to the new Urgent Care Centre? Bransholme Health Centre is wellserved by public transport, although survey findings suggest that the majority of people make their own transport arrangements for urgent treatment at MIUs and out of hours GPs. People will be able to ring the 24 hour reception for directions if needed. 11. Can people living in the west of Hull use the Urgent Care Centre? Yes, the Urgent Care Centre is able to treat anyone with an injury or illness that need immediate care, but is not serious enough to require an Accident and Emergency visit. This includes visitors and people living outside the Hull area. 12. Why choose to base the Urgent Care Centre at Bransholme Health Centre? Bransholme Health Centre is a modern, purpose-built health facility offering ample ground floor clinical space and capacity for 24 hour, 7 day services and x-ray facilities in the community. It is currently well-used with good transport, parking and access within a central location for people in in the north and east of the city. 13. Are services at Diadem Health Centre and Bransholme Health Centre affected by the development of the Urgent Care Centre? No, the GP practice and other services operating from the Diadem Health Centre are not affected by the proposals. The existing GP services at Bransholme Health Centre are not affected by the proposed development of the Urgent Care Centre. 14. How can I find out more? We are holding a series of public meetings to give you the opportunity to come and ask questions and speak with the people leading the review. No need to book. Just turn up. See also for details of public meetings, roadshows, focus groups and our online survey. 11

Have your say in a number of ways Public Events We are holding a series of public meetings to give you the opportunity to come and ask questions and speak with the people leading the review.

12 Have your say in a number of ways Public Events We are holding a series of public meetings to give you the opportunity to come and ask questions and speak with the people leading the review. No need to book. Just turn up. Wednesday 31 August pm 3.00 pm Bransholme Methodist Church, Goodhart Road, Hull HU7 4DW Tuesday 6 September Wilberforce Suite 6.30 pm 8.30 pm Freedom Centre, 97 Preston Road, Hull HU9 3QB Monday 19 September 1.30 pm 3. 30pm Lonsdale Community Centre, 8 Lonsdale Street, Hull HU3 6PA Tuesday 11 October 1.30 pm 3.30 pm Bricworks, 20 Story Street, Hull HU1 3SA In order to ensure we received feedback from people who may be more affected by the proposals than others we will hold a series of focus groups, and roadshows. These will be advertised in local press and via at or you can find out more by contacting The consultation period ends on 30 October HULLCCG.contactus@nhs.net Call: Contact Us Write to: Urgent Care Consultation Freepost Plus RTGL-RGEB-JABG The Engagement Team NHS Hull CCG 2nd Floor, Wilberforce Court Alfred Gelder Street Hull HU1 1UY

Story Street Walk-in Service

Story Street Walk-in Service Service User Engagement www.hullccg.nhs.uk NHSHullCCG @NHSHullCCG Page 2 Story Street Walk-in Service Service User Engagement Introduction The Walk-in Service is based in the