Urgent and emergency care services in Bradford

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1 Urgent and emergency care services in Bradford This pack has been pulled together as we would like to gain your opinions on elements of the urgent and emergency care services that we can influence locally. We are running some local events but this pack means you can be involved even if you can t attend them.

2 What are urgent care services? Urgent care services include the GP normal and out of hour s services, pharmacies, NHS111, Accident & Emergency (A&E) and 999 Yorkshire Ambulance Service. The above services are paid for by your local NHS Clinical Commissioning Groups (CCG). There are two local CCGs - NHS Bradford City CCG and NHS Bradford Districts CCG. We ve been talking about these services Last year many of you took part in some research around urgent care services, which we would like to thank you for. You told us your experiences of using these services and the following is some feedback from this research. If you would like to have further information please contact engage@bradford.nhs.uk The big questions we asked people last year: What is driving healthcare choices and how do people access urgent care in Bradford? Where are the gaps in urgent care service provision in Bradford? How can urgent care services best be designed to ensure fair access for all patients? Over 1120 people spoke to us and this short document contacts a snap shot of what they told us and how to find out more.

3 The positive things people told us about our local NHS urgent care services People value their GP services and the services they receive locally Out of hours GP services are seen to be convenient and patients are seen quickly by the service NHS 111 service is seen as a good place to get advice Community pharmacies had the highest satisfaction level The walk in centre is seen as a positive service by those who use it. There is high level of satisfaction with the clinical staff at A&E

4 Areas people told us where our local urgent care services could improve Better GP access and improve use of out of hours appointments Improve NHS 111 process as it takes too long Pharmacies can be used for more services than prescriptions Improve the long waiting times at A&E and use only when necessary Improve patient experience of the walk-in centre

5 We want to talk to you about: Self-Care how to support you to look after your health so you manage better and stay healthy Alternative ways to access care Role of community pharmacies Improving A&E and making it easier and better to use when appropriate Changes to the walk in centre at Hillside Bridge Your experience of NHS 111 and GP out of hours services You can do this by either attending one of these events: OR Feeding back to us on by Friday 20 th June 2014 on any or all of the following questions:

6 Self-care We know that self care is very important and some people are more confident than others when managing their own conditions. What works well to enable you/your relative to self care? What doesn t work as well? What could be improved to help increase people s confidence in managing their conditions themselves? Alternative ways to access care: We are trying to explore other ways that patients access health care. Have you ever used phone/ /virtual consultations instead of a face to face appointment? If you have what worked well? What could have been better? What do you think are the barriers to using these different methods of contacting health professionals? Role of community pharmacies: There are lots of community pharmacies within our area and the pharmacists who work in them are highly skilled professionals. How and why do you currently use pharmacies? What do you think would be the best way to increase the number of patients who directly access the pharmacy rather than their GP for conditions such as colds and sore throats? What would be the barriers to this? Improving A&E and making it easier and better to use when appropriate: We are thinking about changing the way services are delivered to patients at Bradford Royal Infirmary A&E as we want patients to see the most appropriate clinician straight away to get the treatment they need. One idea is to have an urgent care centre located next to A&E. This service would see patients with urgent needs but who don t need to be seen by A&E. What do you think of this idea? What do you think would work well? What do you think wouldn t work well?

7 Changes to the walk in centre at Hillside Bridge: The contract for the walk in centre located at Hillside Bridge Health Centre is ending this year. Currently this is open 2pm 8pm but Bradford residents can only use it between 6pm and 8pm and there are a limited number of appointments. We need to decide how best to spend the money allocated to this contract, but it needs to be spent on urgent care access in the future. Do you think the exiting service is the best way to spend the money? What do you think should be provided for this money? If this is something different to what is currently in place, where do you think this should be provided? Your experience of NHS 111 and GP out of hours services: We are trying to understand why patients use both the NHS 111 phone number and the GP out of hours service. Have you used either of these services? What made you choose that service? What worked well? What could have been better? What are the barriers to using them? Please come along to one of our open events: Or you can feed back to us on engage@bradford.nhs.uk Thank you.