Right Care Right Here Listening exercise | 2015
Delivering better care in Sandwell and West Birmingham
Improving urgent and emergency care
Listening exercise closes Friday, 20 March 2015 Welcome
We know from listening to patients and clinicians that urgent and emergency care services are under increasing pressure and are often confusing for patients. We are reviewing our current services to identify how we can improve Dr Nick Harding Chair care for you. Over the past ten years health and social care partners have been working to deliver quality care for patients in Sandwell and West Birmingham. Through the Right Care Right Here partnership, we have a vision to bring services closer to home, improve quality and support people to live healthier lives. At the heart of our work is the development of the new Midland Met Hospital in Smethwick by 2018. In the next three years we will continue to transform local services, including urgent and emergency care, to prepare for the new hospital. We want to hear your views on urgent and emergency services in Sandwell and West Birmingham, including what works well and what could be further improved. Your feedback will help us design and build a better service for the future.
Dr Nick Harding Chair NHS Sandwell and West Birmingham CCG
2 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Dr Manir Dr Sirjit Aslam Bath “As local GPs, we know how worrying it can be when you are feeling really unwell and need advice and treatment quickly. As most people know where their nearest emergency department (A&E) is located, they often go there first. But these services should only be used for life-threatening injuries and illnesses. We need to support more patients with minor illnesses and injuries to access the most appropriate services. There is a range of services available locally, but we want to know your views on whether these are right for your needs. Ultimately, we want to ensure you have access to the right services in the right place, with the right specialist teams.”
Dr Manir Aslam and Dr Sirjit Bath Clinical Leads for Urgent Care Patients in waiting room. in waiting Patients
visit our website at www.sandwellandwestbhamccg.nhs.uk 3 Our vision
We want to develop urgent and emergency care services that deliver consistently high-quality and safe care, in the right place at the right time. Our services should be simple to understand and support patients to make informed choices, including around self-care and preventing ill health.
In developing our The national guidance • Be efficient and proposed vision for says that all urgent care effective in the urgent and emergency systems should: delivery of care and care we have listened services for patients. to clinicians and • Provide consistently patients. We have also high-quality and We want to know your taken on board national safe care seven days views on whether these best practice, and a week are the right principles recommendations from • Be simple, and guide for Sandwell and West the Sir Bruce Keogh good, informed Birmingham. This will Review. choices by patients, help us develop our final strategy and In 2013 a national their carers and clinicians options for future consultation, led by services. Sir Bruce Keogh NHS • Provide access to the England’s National right care in the right Medical Director, was place, provided by carried out to look at those with the right how the NHS provides skills, the first time urgent care.
4 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 visit our website at www.sandwellandwestbhamccg.nhs.uk 5 What is urgent and emergency care?
Urgent and emergency care services provide help, advice and treatment when you need to see a health professional quickly (urgently) for a minor illness or injury, or if you have a serious illness or injury (an emergency).
What is urgent care? Urgent care services offer advice and treatment for minor illnesses or injuries where you cannot Did you know? wait for a routine appointment with your GP, for On average, example, a sprained ankle, water (urinary tract) 3,000 people infection, emergency contraception or a child visit A&E with a high temperature. each week Some of the services that provide urgent care in Sandwell include pharmacies, NHS 111, GP practices and and West walk-in centres. Birmingham, but most leave with no or very minor What is emergency care? treatment. Emergency care services provide treatment for life-threatening conditions. This could be a serious illness or injury such as chest pain, a serious road accident, suspected heart attack, severe loss of blood or choking.
Some of the services that provide emergency care are 999 or the emergency department.
6 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Did you know? On average, around 9,000 people have a ‘same day’ GP GP appointment each week.
visit our website at www.sandwellandwestbhamccg.nhs.uk 7 Why are we launching a listening exercise?
You may have read in the papers or seen on TV that the NHS is facing increased pressure and demand, particularly across its emergency services.
We know that: • Services are not connected - with • Services are different locations, struggling to meet opening times and demand; patients providers are waiting longer Did you know? in walk-in centres • The NHS has One in five and emergency increasing costs - departments to be with more people people makes seen and treated accessing urgent the decision to and emergency go to A&E at • Patients are using care, more money is least one day emergency services being used in these before going. for minor conditions, areas. This could Remember that which could be have funded other emergency treated elsewhere services. departments • There are increasing This is an opportunity should only be calls to the for us to review urgent used for life- ambulance service, and emergency care threatening meaning longer services, to help make conditions. waiting times for them fit for the future. patients
8 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Our new Midland Met Hospital
In autumn 2018, Midland Met Hospital will open.
Local health and social This was to understand and emergency care care organisations have how to develop a long- services now, to ensure been working towards term, high-quality the right services will this for more than health and social care be available in the 10 years through the system for Sandwell community. Right Care Right Here and West Birmingham. partnership. In 2006, along with patients From 2018 the and a wide range of emergency department organisations, the for Sandwell and West Right Care Right Here Birmingham will be partners launched a located at Midland thorough consultation Met Hospital. We called ‘Towards 2010’. need to review urgent
visit our website at www.sandwellandwestbhamccg.nhs.uk 9 Where can I go for urgent advice and treatment at the moment?
Pharmacist GP Opening times practice vary, but some Normal pharmacies are working hours are open seven days 8am to 6.30pm, a week and in the Monday to Friday. evenings. Practices can Providing offer urgent confidential appointments and expert advice and advice over the treatment for a phone. range of common 106 GP practices illnesses, for locally. example: NHS 111 • Coughs and colds Can advise • Emergency you on which contraception. “Aishah has service is best had a raised for your health temperature for needs. more than 24 hours and it is not NHS 111 knows all going down. I’ve the opening times of “I have a cold already given her the different services and feel awful.” medicine, what available locally. Rachel is 20 and a student shall I do now?” Saara and her daughter Aishah who is three
10 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 GP out-of- Walk-in Ambulance hours centre /emergency If you need The two walk- departments urgent advice from in-centres at For life-threatening a GP, but your Parsonage Street, injuries and practice is closed, West Bromwich illnesses. phone NHS 111 to and Summerfield Emergency find your GP out- Centre, Winson departments are at of-hours service. Green, offer urgent City Hospital and GP and nurse Sandwell Hospital. appointments. When you arrive Open 8am to 8pm at the emergency Monday to Sunday. department you will They can help with: be assessed. If your condition is not • Minor injuries considered serious, • Skin complaints you will be seen by our GP assessment • Trips and falls. service rather than the emergency department.
“My GP practice is closed. Aishah is not any better and I need GP advice?” “I have a terrible Saara and her daughter Aishah who is three chest pain, and can’t breathe very well.” Hiresh is 75
visit our website at www.sandwellandwestbhamccg.nhs.uk 11 What we have heard so far
We have held a number • You want to be of workshops with supported to look patients, who told after your own Did you know? us that: condition. In a recent • The current system This listening exercise survey nearly is confusing is a chance for us to 52% of people speak to more people who went to • You don’t know across Sandwell and our emergency where to go for West Birmingham, departments did urgent advice and to help us improve treatment not seek advice services for the future. on where to go • Services have We want to know if first. different opening these experiences are times and locations, reflective of our wider Remember, call which is complex population. NHS 111 before you go - there • You want to be able might be an to access advice at alternative different times of the service for your day and night needs. • You find it difficult to get a GP appointment
12 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Pharmacist
visit our website at www.sandwellandwestbhamccg.nhs.uk 13 Opportunities for change
Your views will help us • We are working shape future services. with GP practices There are a number of to improve access Did you know? opportunities we can to urgent consider for our area: appointments NHS 111 can assess your • Development of • We need to support condition, and the new hospital in closer working if you need an Smethwick: we need between services, ambulance they to build services that for example, using can arrange one support Midland Met NHS 111 to book for you. Hospital and will appointments relieve pressure on The system we the new emergency • Technology is use means there department improving all the time is no delay, and - we need to explore you will get an • Many of our contracts how services can use ambulance just are coming to an new technologies in as quickly. end. This is a good the future. opportunity to review these services and There is a lot for us to ensure they are fit for consider, which is why the future we need to hear your suggestions for future services in Sandwell and West Birmingham.
14 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Get involved We want to know what you think is working well and how our urgent and emergency care services could be further How will we decide improved. what services are You can take part by attending needed? one of the events we are holding across Sandwell and West We will listen to your views and Birmingham: take them forward as we create • , our plan for the future – this will be Wednesday 4 March 6pm at the Hawthorns, called the Urgent Care Strategy for West Bromwich Albion Sandwell and West Birmingham. Football Club This strategy will allow us to develop options on how urgent • Wednesday 11 March, 6pm at and emergency care services could the Strathallan Hotel, Hagley look, and offer you the chance to Road, Birmingham help shape these in future. We will also be holding a number of neighbourhood As well as carrying out this based meetings; to find out listening exercise, we are more please contact us on reviewing: 0121 612 1447 or email us at • How many people are using [email protected] these services and why You can also complete the • Public health information: what survey in this booklet and return services are needed in our area, it to our freepost address: for example, services for older RTHG-KAKC-RTBZ, people, children Engagement, Sandwell and West Birmingham • Finance information: are services Clinical Commissioning Group, affordable for the future Kingston House, 438 High Street, • Feedback from health West Bromwich, professionals and services. B70 9LD This will help us to develop a list Alternatively, complete our of options. Working with clinicians online survey at and patients we will develop this www.sandwellandwestbhamccg.nhs.uk into our proposed option(s) in autumn 2015. If significant changes Follow us on Twitter: @swbccg are needed, we will want to carry The survey closes on Friday, out a formal consultation to hear 20 March 2015. your views.
visit our website at www.sandwellandwestbhamccg.nhs.uk 15 To request the information in alternative formats, including other languages, braille, audio and easy read, please call us on 0121 612 1447. We want to speak to as many local groups as possible, and will try to visit as many as we can. If you would like us to speak to your group please contact us on 0121 612 1447, or email [email protected].
Survey
NHS Sandwell and West Birmingham Clinical Commissioning Group is responsible for commissioning (buying) healthcare services for our local population. We want to hear your views and experiences so we can understand what works well, what doesn’t, and what improvements could be made for patients and their carers. Please let us know your views and experiences by taking the time to complete the survey. This will help us understand how we can improve urgent and emergency care services in Sandwell and West Birmingham. The deadline for all responses is Friday, 20 March 2015. For the purposes of this survey, urgent and emergency care services include pharmacies, GP practices, GP out-of-hours services, walk-in centres, NHS 111, emergency departments and the ambulance service.
16 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Survey
1. Please tell us more about you (tick all that apply).
I am a patient of these services o I am a carer or relative of someone using these services o I have an interest in the services o I work for a third sector organisation, for example, voluntary sector o I work for a health and social care organisation, for example, o NHS, council Other – please state o ......
2. If you have used our urgent and emergency care services in the past 12 months, how well did these services work for you? Service Please rate your Please tell us your reasons experience (1 being very good, 5 being very poor) Pharmacy
NHS 111
GP practice
GP out-of-hours service
Walk-in centre
Emergency department
The ambulance service I have not used these services Prefer not to say
visit our website at www.sandwellandwestbhamccg.nhs.uk 17 Survey
3. What do you consider to be important when choosing which urgent and emergency care service to use? Please circle
Service Please rate, 1 being very important and 5 being not important Seeing the right health professional 1 2 3 4 5 Getting an appointment at a time suitable for me 1 2 3 4 5 Seeing someone the same day 1 2 3 4 5 Close to where I live/work 1 2 3 4 5 Other – please state 1 2 3 4 5 ......
4. Do you have enough information to make a decision about when and where to go if you require urgent or emergency care? Please tick
Yes o No o
4a. If you answered no, what information would be helpful?
5. Where do you go to find information about your health/condition? Please select all that apply NHS Choices o Internet search o NHS 111 o Patient.co.uk o Pharmacist o GP practice o Other health service o Friend/family o Other – please state ......
18 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 6. How can we help you to look 7. How could we improve urgent and after yourself, when you are emergency care services locally? feeling unwell? Please list up to five ways
1
2
3
4
5
8. We recognise that everyone is different. We know there will always be a need for patients to see a health professional in person, however, we also want to explore using new technologies. Please select, the options you would consider using Booking urgent appointments o Downloading a mobile phone o with a health professional over app, with real-time information the internet on waiting times Booking appointments with o Downloading a mobile phone o NHS 111 app on which services to use Speaking to a health o None of the above o professional over the internet Speaking to a health o Other – please state o professional over the phone ......
9. The changes described in this document are part of our wider Right Care Right Here vision. How aware are you of our Right Care Right Here work? (please rate 1 to 5, where 1 is fully aware and 5 is not aware)
1 2 3 4 5
visit our website at www.sandwellandwestbhamccg.nhs.uk 19 The following questions will help us understand more about who has responded to this survey. This will help us to ensure we have listened to as many Survey different groups as possible.
10. What is your postcode? This will help us assess whether we are receiving responses from across Sandwell and West Birmingham o o o o o o o o 11. What is your ethnic group? White English, Welsh, Scottish, o Irish o Northern Irish, British Gypsy / Irish Traveller o Any other White background, o please describe Eastern European o ...... Asian / Asian British: Indian o Pakistani o Bangladeshi o Chinese o Any other Asian background, please describe o ...... Black / African / Caribbean / Black British: African o Caribbean o Any other Black / African / Caribbean background, please describe o ...... Mixed / Multiple Ethnic: White and Black Caribbean o White and Black African o White and Asian o Any other Mixed / Multiple o ethnic background, please describe ...... Any other ethnic group Arab o Prefer not to say o Any other ethnic group, please describe ......
20 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 12. What is your gender?
Male o Female o Transgender o Prefer not to say o Other – please state ......
13. Are your day-to-day activities limited by a health problem or disability which has lasted or is expected to last over 12 months?
Yes, limited a little o Yes, limited a lot o No o
14. Which of the following age categories do you fit into?
17 or under o 18 – 24 o 25 – 34 o 35 – 44 o 45 – 54 o 55 – 64 o 65 – 74 o 75+ o Prefer not to say o
visit our website at www.sandwellandwestbhamccg.nhs.uk 21 Survey
15. What is your religion/faith?
No religion o Christian o Buddhist o Hindu o Jewish o Muslim o Sikh o Prefer not to say o Other – please state ......
16. Which of the following options best describes how you think of yourself? Heterosexual or straight o Gay or Lesbian o Bisexual o Prefer not to say o Other – please state ......
Thank you for taking part in our survey. We will publish the results on our website in the next few months. If you would like to be added to our membership list and be kept informed of this work and other projects within the CCG, please email us at [email protected], or call us on 0121 612 1447.
22 Right Care Right Here Urgent and Emergency Care Listening Exercise | 2015 Choose the right care for you.
Treat yourself at home with a stocked up cupboard of medicine for minor injuries and illnesses like coughs and colds.
Local pharmacy Provides con dential, expert advice and medical treatment for a range of common illnesses.
For advice on what healthcare you need for your injury or illness, call 111.
For minor injuries, trips, falls and skin complaints. If you cannot wait for a GP appointment, use Parsonage Street and Summer eld walk-in centres, open 8am-8pm daily.
Have an illness or injury that won’t go away? Call your local GP surgery for advice on whether you need an appointment.
A&E and 999 are only for the most serious and life-threat- ening health emergencies.
If you’re not sure what healthcare you need, always call 111 rst for advice and signposting.
visit our website at www.sandwellandwestbhamccg.nhs.uk 23 Right Care Right Here Listening exercise | 2015
Improving urgent and emergency care
Right Care Right Here partners • NHS Sandwell and West • Birmingham Community Birmingham Clinical Healthcare NHS Trust Commissioning Group • NHS England • Sandwell and West Birmingham • Birmingham City Council Hospitals NHS Trust • Sandwell Metropolitan • Birmingham and Solihull Mental Borough Council Health NHS Foundation Trust • Healthwatch Birmingham • Black Country Partnership and Sandwell NHS Trust
Contact Us Freepost address: www.sandwellandwestbhamccg.nhs.uk RTHG-KAKC-RTBZ, Tel: 0121 612 1447 Engagement, Sandwell and West Birmingham email: [email protected] Clinical Commissioning Group, Kingston House, Follow us on Twitter: @swbccg 438 High Street, West Bromwich, B70 9LD