Hanley Primary Care Access Hub Engagement

The Staffordshire and Stoke-on-Trent Clinical Commissioning Groups (CCGs) would like to understand your views on the Hanley Primary Care Access Hub (HPCAH) and an emerging model of care.  

We want to understand how you use primary care services. Primary care services are those provided by your GP, a pharmacy or NHS 111. Primary care services also include opticians and dentists, but we are not asking you about those services at this time. 

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 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, it means anyone can ‘walk-in’ and wait to be seen without booking an appointment. It provides routine and same-day primary care for minor conditions, ailments and injuries. Before 2017, it had a registered patient list and also accepted ‘walk-ins’ off the street from people needing same-day urgent primary care. 

The registered list was reallocated to local practices at this time. 

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 both Saturday and Sunday. 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 – which face-to-face meetings would have risked. 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 would like to understand from you 

Through a survey, we would like to hear 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 who have accessed the healthcare services locally are invited to share their experiences and views. An online survey is open until Monday 30 August 2021. For more information view the Hanley Primary Care Access Hub Engagement Document (2021)