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Hanley Primary Care Access Hub Engagement

Following a listening exercise in 2021, the Stoke-on-Trent Clinical Commissioning Group (CCG) took the decision not to renew the contract for the Hanley Primary Care Access Hub (HPCAH). Although there will be ongoing appointed extended access activity available at other locations until the current contract ends in July 2022, walk in services at HPCAH will not be available after the 24 June 2022.

After 24 June 2022, patients can access care by:

  • Seeking expert advice from their local pharmacy team
  • Visit www.111.nhs.uk or call 111 for advice and to find out what local service can help
  • Contact their own GP practice to make an appointment
  • Download the NHS app for advice on symptoms and what can be done to treat symptoms at home

Primary care services across North Staffordshire and Stoke-on-Trent   

In 2009, the Hanley Primary Care Access Hub (HPCAH) was established. You may know it as the Hanley Walk-in Centre. It is located at 69-71 Stafford Street, Hanley, Stoke-on-Trent (opposite The Body Shop / TK Maxx).  

As a walk-in centre, anyone could ‘walk-in’ and wait to be seen without booking an appointment. It provided routine and same-day primary care for minor conditions, ailments and injuries. 

Since the establishment of the HPCAH, primary care services have improved significantly across Staffordshire and Stoke-on-Trent. 

Extended GP opening hours over the last few years now means that appointments are available up to 8pm on weekdays with some appointments available on a weekend. You can also phone NHS 111, visit the NHS website, or visit your local pharmacy. All these services can either provide advice and guidance or refer you to the most appropriate service for your healthcare needs. 

Our mobile homeless health service provides vital medical support to people experiencing homelessness in local places across the city for both physical and mental health needs. We have a community outreach vehicle which is fitted with wi-fi, facilities to take blood pressure, take blood and dress wounds in a safe, private environment. 

Services during the COVID-19 (coronavirus) pandemic  

At the start of the COVID-19 pandemic in March 2020, GP practices – including those at HPCAH – were asked to provide a virtual service with consultations (appointments) held by phone or video wherever possible. This decision was made to keep patients and staff safe from COVID-19. Face-to-face appointments were available if an initial virtual consultation confirmed this was clinically necessary and appropriate. 

During COVID-19, Hanley Primary Care Access Hub stopped accepting walk-in patients and a virtual service was provided instead. Patients were redirected to other local services such as community pharmacies, NHS online services, NHS 111 as well as their own GP practice.  

The mobile homeless health service continued to support people experiencing homelessness during COVID-19. We identified those at most risk from coronavirus due to underlying health issues and made sure they received the COVID-19 vaccine. The service also manages their healthcare needs and supports individuals to register with a GP practice.   

What we heard from you  

Through a survey in 2021, we heard from local people to explore the following areas of accessing healthcare: 

  • Where you go when you need same-day urgent care or primary care services
  • Your experiences of using Hanley Primary Care Access Hub / Hanley Walk-in Centre
  • Your experiences of using the mobile homeless health service
  • Our new model of care for primary care services
  • Your views on the temporary changes we made during the COVID-19 pandemic. 

People shared their experiences and views via an online survey, which closed on Monday 30 August 2021 and we used these results to make our decision not to renew the contract for the HPCAH.

You can view the results of that survey   pdf here (1.10 MB) . For more information on our engagement, view the Hanley Engagement document.