It is important that we listen to people and communities in Manchester about their experiences of using health and care services in Manchester. Here are examples of where we have listened to feedback, taken action and the impact it had made to commissioning decisions across the organisation.
We have developed an Engagement and Experience Tracker. This is where we are recording all of our feedback from commissioned and wider engagement activity taking place in Manchester and demonstrating how it has informed and influenced commissioning across the organisation. Please note this is a “live document” and will be refreshed on a quarterly basis.
Developing a new model of Homecare service for Manchester
Starting in March 2018, we wanted to understand the experiences of people using homecare services in Manchester. Using a variety of ways to gather experiences, this information was collated and themed into “I” statements. Lived experiences were shared and were used to inform the development of the specification for a new model of homecare service. As part of the procurement process to find a new provider/s to deliver the homecare service, the “I” statements were used to evaluate potential providers. Providers were asked to demonstrate how they would provide a service that would ensure the “I” statements were met.
The ‘I’ statements developed were:
- Continuity of and quality of care: I prefer the same paid carers to come regularly as this means I can build a good relationship with them, helping me to feel comfortable.
- Reliable service: With all of the time allocated to me, I want to know when the carer is coming and to be told if they are going to be late. I want to feel the carer has time for me and I’m not being rushed.
- Knowing who to contact: If I have questions or concerns about my care, if my needs change and to find out about other services, benefits, access to equipment etc.
- Care planning: I want to be involved in planning my care and for my unpaid carer and family to be involved too – not just at the start but all of the way through. It’s my plan and each care worker who comes to my home should know what is in it.
- Monitoring:I want to be involved in monitoring of homecare services and so do my carer and family.
- Personalised: I want a service that meets my cultural and other needs: knowing what I like to eat, that I might speak a different language and have a particular lifestyle.
- Training: I want continuing training and development for paid care workers so I get quality service now and there is a potential career pathway for them.
As part of the procurement process and the evaluation of the bids received, volunteers participated in this process. Volunteers were briefed beforehand on what would be expected from them as part of the evaluation process. Over 60 hours was spent by volunteers in reading, evaluating and scoring the bids submitted in response to the evidence provided against the “I” statements. Additional feedback was also provided on the quality of the bids, innovation demonstrated and importance of continuing the involvement of service users in the monitoring of this contract once awarded.
Improving the health and wellbeing of unpaid carers in Manchester
Partnership working with Manchester Carers Forum on a carers survey provided feedback which was used to inform and commission a learning and development programme for carers. This learning and development programme is being delivered by Manchester Carers Network and the content of the courses and training have been co-produced by carers living in Manchester.
Carers have also co-designed an updated survey that is currently being used by GP practices with their patients who may also be carers. Again, feedback and lived experiences from carers have been used to develop a Carers Standard which GP practices are working to, to improve the flagging of patients as carers on their practice registers. By updating their practice registers, GPs are able to offer unpaid carers the annual flu vaccination. Manchester Carers Network have also been delivering carers awareness sessions to GP practices and have supported GP practice carers meetings.
Improving the health and wellbeing of learning disabled people in Manchester
Following our partnership working with Manchester People First and listening to the barriers facing learning disabled people and using health and care services, action was taken on the recommendations shared with Manchester Health and Care Commissioning. Additional funded was provided to hold specific male and female sessions with service users around awareness of lumps and bumps and what to do should they notice any changes in their bodies. GP Claire Lake, Clinical Lead for Learning Disabilities has also held conversations with service users at Manchester People First and other support groups to listen to their concerns. Feedback has informed a GP standard around learning disabilities as well as informed actions at the Manchester Learning Disability Partnership Board.
Improving the health and wellbeing of people affected by Autism in Manchester
Following our partnership working with the Greater Manchester Autism Consortium, feedback was used to inform a bid for Greater Manchester transformation funding to improve services in Manchester. Further work is now taking place to develop the Manchester Autism Partnership Board and develop an Autism Strategy for Manchester.
Improving support and care to people affected by Parkinson’s Disease
Following patient experience feedback from the North Manchester Parkinson’s Support Group, it was identified that there was a need for a Parkinson’s Specialist Nurse. Patient experiences and case studies were used to inform the business case for the commissioning of a Parkinson’s nurse for north Manchester. People affected by Parkinson’s Disease were involved in the recruitment panel. A Parkinson’s nurse is now in post in north Manchester and holds monthly Parkinson’s Nurse Led Clinics. The support group continue to inform the service delivery of the clinic and information provided to newly diagnosed patients.
Improving the provision of interpretation services in Manchester
Following partnership working with Manchester Deaf Centre and BHA for Equality , feedback from engagement activities was used to inform the procurement of a new interpretation contract for Manchester GP practices to use when needed to support patients and carers.
Here is your opportunity to share your feedback on the engagement activity carried out and make suggestions about additional actions we can take.