Community Health Champions | Tel: 01782 683030 | [email protected]

Views sought about Primary Care services in Stoke-on-Trent

primary care survey

Staffordshire and Stoke-on-Trent CCGs would like to improve care for all patients and reduce the inequality gaps by offering more personalised care around the needs of those living in the North Staffordshire and Stoke-on-Trent area.

People who are affected by the healthcare services locally are invited to share their experiences and views by completing this involvement survey. This survey is about understanding how you use primary care services to inform an emerging model of care in Staffordshire and Stoke-on-Trent. Primary care services are those provided by your GP practice, a pharmacy or NHS 111. Primary care services also include opticians and dentists, but this survey is not exploring how you use those services.

Please could you complete this survey as an organisation and distribute the survey to clients who may want to share their views about local healthcare services.

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

In 2009, the Hanley Primary Care Access Hub (HPCAH) (which you may know as Hanley Walk-in Centre) was established. It is located at 69-71 Stafford Street, Hanley, Stoke-on-Trent (opposite The Body Shop / TK Maxx). Before 2017, it had a registered patient list and accepted ‘walk-ins’ off the street from people needing same day urgent access to primary care. In 2017 the registered list was re-allocated to local practices just leaving the walk-in element of the service.

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

  • Extended GP practice opening hours over the last few years now means that appointments are available up to 8pm week days with some appointments available on both Saturday and Sunday
  • You can also telephone NHS 111 and it is available 24 hours a day 7 days a week
  • You can visit the NHS website to gain advice and support to help you to self-manage
  • Or visit your local pharmacy who can treat you for a range of minor illnesses.


All these services can either provide advice and guidance or refer you to the most appropriate service for your healthcare needs.

In addition, a mobile homeless health service offers basic primary healthcare (such as wound care and prescribing) to people experiencing homelessness.

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 appointments may have risked. Face-to-face appointments were available if an initial virtual consultation confirmed this was clinically necessary and appropriate.

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:

In this survey, we are going to ask you a few questions which will 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 views on the temporary changes we made during the COVID-19 pandemic
  • Your experiences of using the mobile homeless health service
  • Our new emerging model of care.

How to access the survey:

The online survey is available through the following link:

Alternatively, or paper copies can be requested by contacting [email protected].

Please complete the survey by Monday 23 August 2021.

Further queries

NHS Midlands and Lancashire CSU, on behalf of Staffordshire and Stoke-on-Trent CCGs, will be hosting the survey. If you have any further queries, please email the engagement and involvement team at MLCSU: [email protected]

Thank you for reading and we look forward to hearing your views.