Homelessness Campaign
The Manchester Local Involvement Network is a conduit between the Public and Health and Social Care services. The Manchester LINk has been working on the issue of homelessness over the last year. It was put on our workplan when, at an engagement event held on Piccadilly Gardens in October 2008, it came to the attention of the LINk that homeless individuals have difficulties accessing health and social care. The LINk Steering Group did some further research on homeless services before deciding to take this up on their workplan.
What did we do?
We researched what services were available for homeless people in Manchester, consulted with and gathered views from service users and staff in relevant third sector agencies. A task group made up of LINk Steering Group members, service users, staff/volunteers from third sector agencies and representatives from statutory agencies was set up to advise on the work of the campaign. 4 projects were set up:
1. Mystery Shopping
The Mystery Shop was carried out to gather evidence on what happens if someone who is perceived to be homeless tries to register as a new patient.
We were measuring a) if they could register, b) what other information was offered if they were refused (e.g. a telephone number for NHS Manchester, directed to a walk-in centre or other GP surgery), and c) if they were offered a letter of refusal.
Our report – detailing the methodology, overall results, recommendations to NHS Manchester and their response (with action plan)- was sent out to a large distribution list. NHS Manchester has replied to us with a list of actions that it intends to carry out in order to improve services.
Several task groups have been set up by NHS Manchester. These are the ‘Homeless Health Strategy’, GP registration process and ‘Hospital Discharge’ (see number 4 below). The LINk is a representative on these groups.
2. Dentistry
Homeless people said that they were not able to access dentistry services, so the LINk contacted NHS Manchester. NHS Manchester advised that a new system was in place which should address this issue – the Dental Helpline. As people were not aware of this new helpline the LINk publicized it through the newsletter and engagement activity.
3. Training DVD
Service User Network (SUN) were commissioned to produce a DVD on behalf of the LINk. There was service user involvement throughout. The DVD has been sent to statutory agencies for recommendation to use as part of staff training. Over 150 DVDs have been distributed to community groups and organisations working with homeless people, even being sent as far as Oxford!
4. Homeless Discharge
The LINk got involved in an existing piece of work across 10 boroughs of Manchester. The PCT and Manchester City Council have also been working locally on a discharge protocol, to which the LINk is contributing. The discharge team at Manchester Royal Infirmary are currently piloting the new protocol, aimed at improving hospital discharge and preventing homelessness.
What next
The Homeless campaign was time limited, but the LINk will continue to monitor and attend NHS meetings as appropriate. The LINk plan to do a further mystery shop of GP surgeries once NHS Manchester has made its improvements. Further work on improving access to dentistry will become part of Access to Services, as with GP registration.
If you would like a copy of the mystery shopping report or the DVD, please contact the Manchester LINk on 0161 874 2191
Or email manchesterlink@blackhealthagency.org.uk.