You said, we did it together

It’s important to us that we listen to you and our communities about your experiences of using health and care services in Manchester. This is because it helps us to learn what matters to you most. We then use what you have said to influence commissioning decisions made across the organisation.

Within this page, you will find examples of this where we have listened to feedback, taken action and the impact it had made.

How we track and record our progress

We have developed an Experience and Insight tracker which is where we record all of our feedback from commissioned and wider engagement activity that has taken place across the city. It also demonstrates how it has informed and influenced commissioning across the organisation.

Read the Experience and Insight Tracker:

Please note this is a live document and will be refreshed on a quarterly basis. Last updated October 2020.

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 careI 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.

2019 – Improving the health and wellbeing of unpaid carers in Manchester

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.

Understanding patient experiences and use of digital technology

Over 10,000 patient experiences and feedback of the use of digital technology were collated and used to inform the development of a digital offer from general practice in Manchester.

2019 – Annual Report video and community engagement

As part of our Annual Report, a video was also developed to share the work of Manchester Health and Care Commissioning. Engagement activity took place to show the video and have community conversations. Feedback from the conversations was 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.

2019 – Engaging with Disabled People on Experiences of and Barriers to Accessing NHS Screening Programmes

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 implementation of a GM Cancer Screening programme in Manchester to increase the uptake of cervical, breast and bowel screening across the city.

2019 – Good Practice in Supporting the Health and Wellbeing of Asylum Seekers and Refugees

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.

How to share feedback with us? 

If you would like to share your feedback with us on any of the above engagement activities, then please complete the below form. You can also use this form to suggest any additional actions we could further take. We look forward to hearing your comments. 

Listening, Action and Impact