Communicating change briefing paper
This briefing paper was created in September 2024 to provide an overview of what we have heard about people's experiences of three recent significant service changes in Leeds and how they have been communicated.
What are the recent changes?
Published 11 October 2024
Written by Harriet Wright
- Children's orthodontics providers
- Audiology provider
- Removal of public access to the adult mental health crisis Single Point of Access phoneline
At the end of the briefing paper, we provided a list of seven recommendations for service providers and commissioners to take on board in communicating change. These are widely applicable and useful to consider when there are any changes to health and care that affect the public.
Click on the image or the button below to read the briefing paper
If you would like the report in another format, please contact us on 0113 898 0035 or email the team at info@healthwatchleeds.co.uk
Highlights
Information leaflets informing people about the change were only distributed after the change already happened.
The physical and emotional impact on both children, young people and their parents and carers was significant as many were left for periods of up to 8 months with no communication from either the commissioner or new provider.
We have had over 230 enquiries from members of the public about the change in audiology and over 250 visits to our webpage providing information about the changes.
There is a lack of trust in the new system to contact 111 in a mental health crisis compared to a local service with a perception that call handlers wouldn't be trained to deal with mental health concerns.
What can you do if these changes are affecting you?
If you find that you are being affected by
- your child being unable to get orthodontic appointments and treatment
- if you used to get hearing aids and tests from Specsavers and don't know where to go
- if you are struggling to get the mental health crisis support you need
We may be able to help.
NHS Orthodontist
In most cases, your dentist will refer you to an orthodontist, although you may sometimes be able to get treatment directly from your dentist. NHS orthodontic treatment is free for people under the age of 18 with a clear health need for treatment. However, because of high demand, there can be a long waiting list.
Orthodontic treatment is usually only started after most of a child's adult teeth have started to come through which is usually around 12 years old.
Orthodontic treatment for adults can begin at any age but is not usually provided on the NHS.
For more information, visit the NHS Orthodontics page.
If you have any concerns, get in touch. Our team may be able to point you in the right direction.
NHS Audiology
After a large influx of people contacting us about where to go for NHS audiology, we created an information page to answer all of your questions.
Specsavers no longer provides NHS audiology services and the new provider is Westcliffe Health Innovations. They are based in Bradford but cover audiology for all of West Yorkshire. We have been working closely with the new provider and their commissioner to improve the service change. Find out more on our Where to go for NHS Audiology page.
If you are still facing issues after contacting the new provider, get in touch and share your feedback with us.
Mental health crisis
as the NHS 111 number is now a universal point of access for people experiencing mental health crisis, LYPFT’s Single Point of Access (SPA) phone number (0800 183 1485) - operated by its crisis service – is now available only to professionals making urgent referrals. Colleagues in LYPFT’s crisis service can now focus on responding to calls from those most in need.
Callers familiar with the SPA number are asked to dial 111 for urgent care or treatment for a mental health crisis. Existing LYPFT service users are asked to continue to contact their key worker.
If you would like to give feedback about this service change, whether you think it is easier to call 111 or is an added barrier to accessing the service, let us know by getting in touch.