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. [updated December 2019]
2019 – 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.
An additional procurement exercise took place in 2019 and again, volunteers participated in the process in evaulating and scoring potential bids.
Unpaid carers co-designed a survey that is currently being used by GP practices with their patients who may also be carers. Feedback and lived experiences from the carers survey in 2019 has been used to further develop the 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.
Over 10,000 patient experiences and feedback of use of digital technology were collated and used to inform the development of a digital offer from general practice in Manchester.
As part of our Annual Report, a video was also developed to share the work of Manchester Health and Care Commissionnig. Engagement activity ook place to show the video and have community conversations. Feedback from the conversations were focused on the following areas – NHS Screening, Flu Vaccinations and mental health. This information is informing the development of NHS Screening communications and engagement activity to increase the uptake in Manchester, how flu vaccinations are promoted to target groups and informing the development of a mental health safe haven in the city.
Working in partnership with Breakthrough UK, community engagement took place with disabled people to better understand their experiences of accessing NHS Screening Programmes. The feedback in this report is being used to inform and influence the implemention of a GM Cancer Screening programme in Manchester to increase the uptake of cervical, breast and bowel screening across the city.
Working in partnership with Rainbow Haven, a good practice guide and a video of barriers facing asylum seekers and refugees has been developed. Feedback from this engagement activity is being used to inform improvements in general practice and is informing our procurement of interpretation and translation services.
Here is your opportunity to share your feedback on the engagement activity carried out and make suggestions about additional actions we can take.