Manchester Evening News

Citizens advice hotline now installed in half of GP surgeries

- By ALICE IRVING

DEDICATED phonelines that put patients straight through to a Citi- zens Advice worker are now available in almost half of Manchester’s GP surgeries.

The move – which started initially as a test project in late 2016 – is designed to help those people whose visit to the doctor is linked to other social or living issues, such as debt, benefits or heating, which could also be having an impact on their health or wellbeing.

To date more than 80 per cent of patients who have used the advice service said these type of issues had been affecting their health.

Now, in Manchester, a patient who needs this type of help will be told by the GP about the telephone service so that they can use it after the consultati­on and be put straight through to an adviser for confidenti­al help.

The project and associated staffing - which will run for four years and has been funded by Manchester Health and Care Commission­ing (a partnershi­p between Manchester Council and Manchester Clinical Commission­ing Group) – has led to phones being installed in 33 of Manchester’s surgeries and will spread coverage across the Manchester area.

Rosi Avis, Citizens Advice project lead for Manchester, said: “One patient went to see her GP with frostbite in her fingers.

“The GP treated her symptoms – but the key issue was how she got frostbite at home in the first place. This all happened during the ‘Beast from the East’ cold spell and it transpired that the patient was in debt and didn’t want to put the heating on.

“Our debt advice team were able to help sort payment plans and write off at least two of the debts for the patient, who was then confident to put the heating on at home.”

Dr Umar Tahir, a practice GP at Manchester Medical in Moss Side, which has one of the dedicated phonelines, said: “As doctors we know there is no separation between what’s going on in people’s lives and how that can affect their mental and physical health.”

Coun Bev Craig, Executive Member for Adult Health and Wellbeing at Manchester City Council, said: “This project embodies our firm belief that listening to people and hearing about what’s important – or of concern – to them has to be the starting point for making long-term improvemen­ts to individual health and wellbeing.”

 ??  ?? Rosi Avis is the Citizens Advice project lead for Manchester
Rosi Avis is the Citizens Advice project lead for Manchester

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