What this consultation is about
The purpose of the survey is to gather views from people who either use the public health advisory services (customers), people who host services (GPs) and people who refer customers to the service.
Result (May 2022) headline points
Between April and May 2022, Public Health sent round a survey to help us better understand the successes of the Public Health Advisory Service (PHAS), and how we can make improvements for the future. Those who completed the survey include our partners who refer into the service, GPs who host the service, and residents who may or may not have attended the advisory services before. We've captured the following key talking points.
Key talking points
PHAS is essential for our communities. All groups commented on how COVID-19 proved why the PHAS is needed more than ever.
PHAS appointments being held at a GP works well, with the needs of residents being addressed. Ninety-five per cent of previous service users reported that they were satisfied with the advice provided. GPs recognised the importance of the PHAS alongside their medical advice.
Those who have not accessed a PHAS are more likely to be working full-time hours and are less likely to live with a long-term condition.
Hybrid model of delivery is needed. This includes in-person appointments, over the telephone, and over platforms such as Teams and Zoom. Extending the offer beyond classic working hours (9am to 5pm) is crucial. Those who have not accessed the PHAS were more likely to prefer this model, not discounting the support shown by other groups as well.
Clear branding of what the PHAS is. This will make it clear for clients and referral partners. Promotion is also necessary but needs to be done cautiously so that demand does not outweigh capacity.
Several respondents who have not previously accessed the PHAS were not aware of the PHAS offer. However, after learning more about the service provision, almost every respondent would now look to the PHAS if needed.
Limited number of issues when looking at the type of advice provided. Heavily centred on income maximisation, benefit entitlement and budgeting.
Service users felt more at ease attending a GP compared to a community venue, such as a Citizens Advice office, community centre, or library.
Start to finish journey and customising each person’s journey is needed to ensure clarity for both the user and other organisations. To be done anonymously without sharing personal data.
Discretion is a key factor that needs to be considered as part of the PHAS, especially in community settings. Despite limited responses, not a single client felt that attending the PHAS in the community was discreet.
Those working at a GP felt that more appointments were needed for the PHAS. It's unclear whether this means longer PHAS days, with appointments later in the day, or a greater volume of appointments.
A number of non-GP referral partners felt that they needed more information around how to refer into the service.
Almost all referral partners agreed that COVID and the cost-of-living will increase demand for services such as the PHAS
Non-GP referral partners suggested that the service could be more responsive to referrals. A lack of acknowledgement and generic responses were both identified by the non-GP referral partners.
Public Health are hosting a series of focus groups to talk through these findings in more detail, and to find out if you agree with the survey results and have anything to add. We really value your contribution and support in shaping the new PHAS service later next year.