Patient and Public Advisory Group Update

Manchester Pride Pride NHS North, Central and South Manchester CCGs worked in partnership with eight NHS organisations to provider a NHS presence over the Bank Holiday weekend at Manchester Pride in August 2014.

The following engagement activity took place: • Over 105 pieces of health information and resources were available on the health and well-being stall • Over 700 people visited the and Foundation building and stall over the Pride weekend • Over 100 staff took part in the NHS entry in the Manchester • The NHS entry winning the “Best Public Sector Service” entry in the parade • 180 Healthier Together consultation documents handed out to Manchester residents • 1 LGBT survey used to collect patient experiences of using NHS services • 54 qualitative surveys completed • Use of 1 hashtag #McrNHSPride – click here to read the analytics • 373 tweets by 164 participants raising awareness of LGBT health facts, figures and resources • 100 “I love the NHS” cards completed by members of the public demonstrating value of NHS services • 15 “Best care for me…” posters completed for use with the Healthier Together consultation

The surveys asked people to share their experiences of GP practices, hospitals and if they had ever experienced whilst using NHS services. Of the 54 qualitative responses, 37 had Manchester postcodes. • 35 people were registered with a GP • 2 people were not

Responses to “What is good about your GP practice?” included: • Locality • Friendly GP's but not receptionists. Good level of care is given • Friendly, open and honest. Gay friendly and supportive • Friendly staff and LGB friendly. Willing to arrange repeat prescriptions via email (to then pick up) • Good doctors that I trust • Not sure - always a battle to get an appointment when I need one • Convenient appointment arrangement (as long as can ring work to say 'I'm late in today because...') • Modern, well equipped • I had a very positive experience when I went for my cervical screen test. After talking about my same-sex relationship • I'm not sure, I have only just registered with this GP but I like that I saw an LGF poster in the waiting area. Plus the doctor is a specialist in gynaecology which is the main reason why I changed practices • I am able to get an appointment with my GP as an emergency from 8am-12pm Monday-Friday. My GP is extremely helpful- listening and goes the extra mile

1 November 2014 • Friendly service and can get appointments reasonably easily. My doctor is very understanding and helpful • Availability. If a GP can't see me then I can book in with a specialist nurse • Staff are knowledgeable and appear to be caring and approachable • Never takes more than a day or two to see someone. If urgent they'll do a telephone appointment • Can get appointments at short notice • Gay friendly • It is close to my place and they could offer same day appointments • Really good, local and nearly. Lots of waiting room seats and space • I can usually get an appointment the same day if I phone or turn up first thing at the surgery • I feel the GPs and practice nurse are helpful and friendly. I have confidence in their professional knowledge. • I can usually get an appointment quickly, and the GPs and other staff are courteous and professional • Friendly GP, warm, have known for years (as a patient). Other GPs in practice are ok- have seen them sometimes. Practice displays LGBT (lesbian, gay, bisexual and ) information • Good behaviour of the doctors and nurses only • Non-judgmental. Caring. Relatively easy to access • Caring staff and doctor • They listen and it's easy to get an appointment • All doctors very professional, busy but admin staff also really helpful and they push to sort you out if you are in a pinch • Easy access • My GP is wonderful. Always sympathetic and considerate. Nurses always nice when I go for blood and BP checks. Also provided with stop smoking advice, patches and mints • Relatively easy to get an appointment. Kind doctors

When asked how quality could be improved in general practice? Dignity and Respect • One of my GP's can have a varying bedside manner. You do sometimes feel you need to know what your choices/options are as I've had to argue the case when the easy solution was to send me away with a prescription • They respect me and don’t make me wait long for an appointment • I would like to see current standards being maintained • Allow space for confidentiality or make reception area more private. All conversations can be heard between staff and patients and also when staff are on the telephone Access • Extended hours. Modernisation- i.e., more phone consultations • Opening times • Can take a while to get an appointment - so speedier appointments please • Better out of hours service • Accessibility. Appointments when needed. Reception staff need to be more patient with patients to explain why things are happening - long waiting times, etc • Priority early/appointments for working people • To be able to get an appointment on the same day or the day after • A general appointment can be days away with too long a waiting time. Normally can get some kind of 'be seen on the day' emergency slot if one available due to cancellations. GP's should talk in a language that is 2 November 2014 • It's a small practice so often have locums who don’t know you - fewer locums would be better. Understandable - I am not an expert on medical jargon. • Booking system is a bit complex • It would be nice if the GP's were in on time to start seeing patients • Make GP's open later in the evenings and at weekends. • I think my GP practice is pretty good • Chase those who don’t show for appointments as this uses time that other patients could use • Quicker to answer phones to get appointments • I rarely get to see the same doctor twice in a row so can feel like there is a lack of continuity of care • Also would be nice sometimes if appointments were longer and can feel a bit rushed sometimes • There is not available appointment for doctor on same days • Greater number of times pre-bookable appointments • The reception staff are not very customer service focused. • Employ less moody receptionists, very unfriendly, sharp and seem to be annoyed that they had to do their own jobs • Longer opening hours or weekend opening (so I don't have to miss work or my son does not miss school) Environment • The building is a disgrace and needs to be knocked down Digital Access • Internet booking system. Online repeat prescriptions. • Online bookings • Launch electronic prescription service Treatment Difficult to say as my GP practice fulfils my needs apart from blood tests which are only available if you are 70+ at the surgery. Other ages have to travel to the local hospital • Sexual orientation questionnaire please • There weren't any visible signs of the practice being LGB inclusive • No making assumptions about wanting to have children or one's sexual preferences • Encourage Pride in Practice sign-ups • Monitor sexual orientation • Communications in gender Have you ever experienced any form of , homophobia or unfair treatment from a NHS service based on your sexual orientation? • 32 people responded no • 4 people responded yes

Do you feel that any of the following affect your health and wellbeing? • 15 people stated an issue with their weight • 14 people stated drinking alcohol • 9 people stated feeling alone • 9 people stated mental health issues, for example, feeling depressed or wanting to harm yourself • 8 people stated smoking • 8 people stated sexual health issues

Please tell us what support would help you to tackle any of the above?

3 November 2014 • 11 people stated face to face with a health professional • 9 people stated real life examples from patients and carers • 8 people stated a website • 6 people stated health and well-being events • 5 people stated peer support • 5 people stated weekly classes • 4 people stated a support group • 4 people stated a telephone helpline • 4 people stated use of social media • 3 people stated an information leaflet/booklet • 2 people stated a video/s • 1 people stated audio resource/s • 1 person stated a themed newsletter e.g on mental health with advice and support

Best Care for me… • Respect and having health professionals who really care about the service they provide • NHS worth fighting for. No privatisation • Getting the right care at the time of need • Is being listened to, heard and understood • To get the doctors to do more • To know that the services we have are worth fighting for • To feel I have good people around me that make me feel human and not from an alien planet • Good listener no matter where you come from • I have always been treated with respect and this makes me feel good • Is being treated with upmost dignity and respect. • To be made to feel valued and not just another brick in the wall • Understanding the true value of palliative care • Not being treated differently because I'm a refugee • Getting brilliant service from my GP • Great service from my GP when I need it • Inclusive, listening. Excellent GP • Is being treated with respect and care

4 November 2014