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Urgent Care Services

We would like to hear your views on how urgent healthcare is provided in Kirklees

January 2012


We would like to hear your views on where urgent healthcare is provided in Kirklees Contents

Glossary

2

About this document and the NHS in Kirklees

4

Urgent healthcare services in Kirklees

5

The urgent healthcare services we want to hear your views about

7

How you can have your say

7

How we will use the information we receive

7

NHS 111

8

Feedback form

9

Equality monitoring form

11

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GLOSSARY Accident and Emergency

Accident and Emergency departments (A&E) assess and treat people with serious injuries and those in need of emergency treatment. People sometimes call them ‘casualty’ departments.

GPs

General Practitioners (GPs) are doctors who work from a local surgery or health centre. They provide medical advice and treatment to patients who have registered with them. Most GPs are independent contractors providing services to patients through a contract with the NHS. Some areas also have a facility where patients who are not registered are seen.

GP out-of-hours services

A service which provides urgent access to a GP for healthcare needs when practices are closed and which cannot wait until practices re-open.

Minor Injury Units

Minor Injury Units can be used for: • cuts • bites • stings • muscle or joint injuries • sprains Minor Injuries Units (MIUs) can treat less serious injuries and illnesses. The units can also carry out x-rays.

Walk-in Centre

NHS walk-in centres are usually staffed by a nurse, and are available to everyone for minor injuries and illnesses. Patients do not need an appointment.

West Yorkshire Urgent

West Yorkshire Urgent Care Services (WYUCS) provide a telephone access and assessment service for anyone in West Yorkshire. WYUCS can also arrange an appointment or home visit from an out-of-hours GP, or direct people to other services and offer self-care advice. They can also arrange an appointment with the emergency dental service out-of-hours. WYUCS is a service only available within West Yorkshire.

Care Services (WYUCS)

NHS Direct

A nurse-led telephone advice and information service, also available on the internet. This service is available nationally.

Urgent dental services

These services are provided for patients with an urgent dental need who are without access to a regular dentist or whose condition cannot wait until the next available appointment. Patients are not officially registered or unregistered anymore with a dental practice. 2


Primary Care Trust

The organisation currently responsible for the planning and securing of health services and improving the health of the local population.

Clinical Commissioning

These are new organisations made up of groups of GP practices. In Kirklees there are two new Clinical Commissioning Groups. These organisations will become responsible for much of primary care trusts’ current work from April 2013.

Groups (CCGs)

NHS Calderdale, Kirklees and Wakefield District Primary Care Trust Cluster

The NHS Calderdale, Kirklees and Wakefield District Primary Care Trust Cluster includes NHS Calderdale, NHS Kirklees and NHS Wakefield District. The Cluster works together to ensure the effective transition to a new commissioning system and for the benefit of local people and patients.

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1. About this document and the NHS in Kirklees This document is about options for improving the way urgent healthcare is provided in Kirklees. NHS Kirklees is the organisation currently responsible for planning and buying services for our local populations. We also help to raise awareness and support people to improve their health and their quality of life. Important progress has been made in improving the health of the local population, but there is still work to be done in terms of reducing health inequalities and improving access to healthcare for all local people. Following the implementation of the draft Health and Social Care Bill in April 2013 the functions of NHS Kirklees will become the responsibility of the Clinical Commissioning Groups, led by local GPs. What are urgent healthcare services? ‘Urgent healthcare’ describes the NHS services you use when you need advice or treatment immediately, but which is not an emergency or life-threatening. Urgent healthcare is also sometimes called ‘unplanned’ or ‘unscheduled’ care. Urgent healthcare needs can arise at any time of the day or night and any day of the week, including bank holidays, therefore urgent healthcare services need to be able to respond at these times when normal services may not be available. Urgent healthcare services include anything from telephone advice through to face-to-face treatment by a doctor or nurse. Our urgent healthcare services include: Accident and Emergency GPs, including the GP out-of-hours service Walk-in-Centre West Yorkshire Urgent Care Services NHS Direct Urgent dental services Pharmacies 999

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2. Urgent healthcare services in Kirklees About four years ago, along with other primary care trusts in West Yorkshire, we asked you how you would like to see urgent care services improved in your area. We now want to improve urgent care services further and need you help to do this. You can do this by filling in the questionnaire on page 11. In 2007 we asked: 1. 2. 3. 4.

Which urgent care services you knew about? How easy it was to contact urgent care services? How easy it was to find these services? How satisfied you were with each service?

You said that urgent care services were confusing and frustrating, that there were often delays and duplication as you were sent from one service to another. From what you told us, we wanted to improve our urgent care services, making them: easier to contact quicker to get to clearer to understand more convenient and accessible. What we did In 2009 we made some changes to the way urgent care was provided in Calderdale, Kirklees and Wakefield District We introduced the ‘West Yorkshire Urgent Care’ telephone contact service 0345 605 99 99 which operates 24 hours-a-day, 7 days per week. This is a single point of access for patients in West Yorkshire to help them to find the most appropriate local urgent care service in their area. We introduced a new computer system which meant that in most cases the GPs who were providing the out-of-hours GPs service had access to the right information about patients at all times and were able to make your own GP aware of any treatments or advice you received straightaway. What we want to do We would now like to hear from you about the key things that are important to you with regards to urgent healthcare services. Your responses will help us shape the future of urgent healthcare services in your area. We would also like to let you know about the new NHS 111 service which will be available in our area from April 2013 as part of a national rollout. This will be important for local patients because it will replace and improve on the current West Yorkshire Urgent Care telephone 5


service. There is more information about NHS 111 on page 8. Any new arrangements at NHS Kirklees will work in partnership with the organisation providing the 111 service. We are very grateful for your participation. Please make the time to complete the questionnaire on page 9. We will take into account all the things that you have told us and our boards will then take decisions based on this. There is more information online at www.kirklees.nhs.uk/getinvolved/WYUCS and you can find an electronic version of this document there too. You can email us at ppi@kirklees.nhs.uk You can also telephone if you have any questions or comments. The number to call is 01484 464025 Yours faithfully,

Dr. Matt Walsh Calderdale, Kirklees and Wakefield Medical Director

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3. The urgent healthcare services in Kirklees that we want to hear your views about This review of urgent healthcare services in Kirklees covers the West Yorkshire Urgent Care (WYUC) Service (the telephone line) and also the face-to-face GP appointments provided out of hours either in the hospital or home visits.

4. How you can have your say We want to hear your views. The engagement is running from Tuesday the 17th of January 2012 to 5th March 2012. Your views will help us make the final decisions on urgent healthcare services. There are many ways in which you can have your say. These are: Through the web site You can complete an on line feedback form on our web site at: www.kirklees.nhs.uk/get-involved/WYUCS By telephone You can telephone to make any comments or ask questions. Call on 01484 464025 Feedback form You can complete the form on the back cover of this document and send it back to us using the FREEPOST address (at the end of the document). No stamp is necessary. By email You can e mail us your comments at ppi@kirklees.nhs.uk Please get involved – find out more about our plans for urgent care and NHS 111.

5. How we will use the information we receive? We would like to get the views of as many people as possible. When we have received your feedback and comments we will make sure that these are included as part of the final decision making process. We will publish a report summarising what people told us. The final decision about how to improve urgent care services in our area will be made at a public meeting by our board. Our board will take your views into account when making its decision. Any information that you submit to us will remain confidential and your personal details will not be shared with anyone without your permission

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6. About the national NHS 111 service NHS 111 will replace the West Yorkshire Urgent Care 0345 telephone number to provide access to urgent healthcare services from April 2013. It will be the number to ring for all urgent healthcare needs, excluding emergencies. The Government has decided to introduce a new national NHS 111 service for patients who need urgent healthcare services. This will be operational in the Yorkshire and the Humber region from April 2013. The NHS 111 service will make it easier for you to access urgent healthcare and will improve the way in which the NHS delivers that care. NHS 111 will also replace the national NHS Direct service, 0845 46 47. NHS 111 has been piloted in other parts of the country before being introduced across the whole country. In West Yorkshire NHS 111 will replace the West Yorkshire Urgent Care services number – 0345 605 99 99 and will be even easier for patients to use. NHS 111 is a new telephone service being introduced to make it easier for you to access local health services, when you have an urgent need. If you need to contact the NHS in the future for urgent care there are only three numbers that you need to know: - your GP surgery - 111 - 999 When you call 111 you will be assessed, given advice and directed straightaway to the local service that can help you best. This could be an out-of-hours doctor, walk-in centre or urgent care centre, community nurse, emergency dentist or late opening chemist. NHS 111 will be available 24 hours-a-day, 365 days a year from April 2013. There will be a publicity campaign just before NHS 111 is launched to let people know more about it. How is NHS 111 different from West Yorkshire Urgent Care 0345? NHS 111 will be free to call NHS 111 aims to minimise the number of call-backs made to patients. In the pilot sites only 3% of patients received a call-back. A call back is when you call for advice but the nurse or doctor is not available and has to phone you back later. NHS 111 will be available nationally and direct you to a local call-centre NHS 111 is easier and simpler to remember NHS 111 will use a new ‘directory of services’ This technology will enable local services to update their availability information in real-time so that NHS 111 can be as responsive and flexible as possible. Under NHS 111 the GPs and nurses who speak to patients on the phone will be part of the local consultation and treatment service. This means that if you go on to have an appointment it will be with the same doctor or one of their colleagues who sees you.

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West Yorkshire Urgent Care Services We would appreciate your views on current urgent healthcare services in Calderdale, Kirklees and Wakefield District by answering the following questions. This review of urgent healthcare services covers the West Yorkshire Urgent Care Service (the telephone line) and also the face-to-face GP appointments provided out-of-hours either in the Hospital or home visits. It also covers the West Yorkshire Urgent Care unscheduled Dental service and the Minor Injuries Unit delivered through White Rose surgery in South Elmsall. Your views will help us shape the future of urgent healthcare services in West Yorkshire.

1. Are you responding as...? A member of the public

An elected member or councillor

A voluntary or community organisation member

NHS organisation staff

A potential provider of this service

Local authority staff

2. Are you aware of the West Yorkshire Urgent Care Service? Yes

No

3. Have you previously used the West Yorkshire Urgent Care Service? Yes

No

4. Which of these services have you used? Please select any that apply West Yorkshire Urgent Care Out-of-hours service West Yorkshire Urgent Care unscheduled Dental service Minor injuries Unit delivered through White Rose surgery in South Elmsall

5. How easy was it to contact West Yorkshire Urgent Care Service? Very easy

Easy

OK

Difficult

Very difficult

6. If you had an appointment, how easy was it to find your way to it? Very easy

Easy

I received a home visit

OK

Difficult

Very difficult

I did not have an appointment 9


7. How satisfied were you with the service? Very satisfied

Satisfied

OK

Dissatisfied

Very dissatisfied

8. Do you have any comments about West Yorkshire Urgent Care Service?

Please tell us the first part of your postcode. i.e. HX1, HD2, WF10 etc.

If you would like to be kept updated about the outcome of this engagement work, please complete the details below. This information will be held separately from the rest of your answers and will only be used to send you information relating to this engagement work. Name

E-mail address Address

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We would also appreciate if you could answer a few extra questions about your personal status.

You are not required to answer these questions; however they will help us to ensure that we provide the best services for all of our communities, and to ensure that we do not knowingly discriminate against any section of our community.

What gender are you? Male

Prefer not to say

Female

What is your age? Under 16 16 - 25

46 - 55 56 - 65

26 - 35 36 - 45

66 - 75 76 - 85

86+ Prefer not to say

What is your sexual orientation? Bisexual (both sexes) Gay man (same sex)

Heterosexual/straight (opposite sex) Lesbian/gay woman (same sex)

Prefer not to say

What is your ethnic background? Asian, or Asian British Bangladeshi Chinese Indian Kashmiri Pakistani

Mixed White and Asian White and Black African White and Black Caribbean

Black, or Black British African Caribbean

White British European Gypsy/Traveller Irish

Prefer not to say Prefer not to say Other Other, please specify

What is your religion? Buddhism Christianity

Hinduism Islam

Judaism Sikhism

No religion Prefer not to say

Other, please specify

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Do you consider yourself to have a disability? Please tick all that apply Under the Equality Act 2010 a disability is defined as ‘a physical, sensory or mental impairment which has, or had a substantial and long-term adverse effect on a person’s ability to carry out normal day to day activities’

Learning disability/difficulty Long-standing illness or health condition e.g. cancer, diabetes, HIV, etc Mental Health condition

Physical or mobility Hearing Visual

No disability Prefer not to say Other, please specify

Do you look after, or give any help or support to a family member, friend or neighbour because of long term physical disability, mental ill-health or problems related to old age? Yes

No

Prefer not to say

Thank you for taking the time to answer this survey, your views are important to us. Please return this form by the 5th March 2012 to: NHS Kirklees Cluster PPI team FREEPOST RSHB-GRJU-ALSL Broad Lea House Dyson Wood Way Bradley, Huddersfield HD2 1GZ

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/WYUCS_Engagement_document_-_Kirkl  

http://www.kirklees.nhs.uk/fileadmin/documents/pulic_consultations/WYUCS_Engagement_document_-_Kirklees.pdf

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