1. Title A national development to improve health services and make them more young people friendly Christine Herne Public Health Improvement Specialist NHS North Lancashire You’re Welcome quality criteria

2. Title Overview You’re Welcome principles Activity 1 National Picture You’re Welcome origins You’re Welcome Quality Criteria Activity 2 Joined-up working Monitoring and evaluation, and involvement of young people Health Issues for Young People

3. Title All young people are entitled to receive appropriate healthcare wherever they access it. The You’re Welcome quality criteria sets out principles to support health service providers to improve their services and be more young people friendly.

4. Title Activity Task: Imagine you are a young person – discuss your expectations of the health services that you receive.

5. Title National Picture: what young people tell us Limited knowledge of services by young people Inconvenient locations Limited opening times Unfriendly & inaccessible Concerns about confidentiality Barriers to access for: young people living in rural settings, BME groups, boys & young men, young people with disabilities Teenagers often find it difficult to find/access services appropriate to their needs - fall between the two stools of children’s and adult’s services Many services don’t always meet young people’s needs with respect to confidentiality, privacy and communication skills as well as knowledge of the basic biological and psychological changes of adolescence

6. Title The National Picture: what do young people want? Confidential Easily accessible Located on a side street near the town centre (or near school or college) Smart, clean premises with frequent opening times Walk-in based (with appointment options) Reception & waiting areas to minimise embarrassment Warm, friendly, non-judgemental staff Non medical language No assumptions about sexual orientation (Brook and Teenage Pregnancy Unit)

7. Title “You’re Welcome builds on our ‘Getting it Right for teenagers’ campaign which encourages GPs to make their practices ‘young person friendly’ and to promote best practice around vital issues such as confidentiality. As such, we are keen that it is something that GPs will take on board, so that young people will continue to see general practice as an important source of help and advice on health issues.” Dick Churchill, Chair of the Royal College of GPs’ Adolescent Task Group You’re Welcome origins

8. Title Ten Issues Covered: accessibility publicity confidentiality and consent the environment staff training, skills, attitudes and values joined-up working monitoring and evaluation, and involvement of young people health issues for adolescents sexual/reproductive health services CAMHS You’re Welcome Quality Criteria

9. Title Which health services does it apply to? The programme is focused on settings in England in the community and in hospitals and includes non-NHS and non-traditional health service environments. DH 2009/10 settings priorities: General practice Schools and FE based health services Community pharmacy Sexual and reproductive health services including GUM and abortion service providers

10. Title Activity Task: What is the range of services offered to young people in your setting?

11. Title Joined-up working Where possible, other relevant services for young people are co-located within the school. Where this is not the case, the school provides information about other local services for young people. All staff are familiar with local service provision and arrangements for referral.

12. Title Monitoring and evaluation, and involvement of young people Young people are formally consulted in relation to current health services and relevant new developments, and they are included in patient satisfaction surveys. Processes are in place to ensure that information gathered from young people is included in survey results and considered in service development plans.

13. Title Health issues for young people The school systematically takes all appropriate opportunities to deliver key health promotion messages of concern to young people, which may encompass topics, including: smoking cessation healthy eating & weight management alcohol misuse substance misuse mental health and psychological wellbeing sexual/reproductive health

14. Title Health issues for young people The school and services within school provide information on common health concerns, information on local specialist services, relevant national websites and help lines. Parents/carers are provided with relevant information about health issues that concern young people generally and are supported to discuss these with their children.

15. Title Health issues for young people –Emotional wellbeing and mental health support is available to young people on site. –A clear referral pathway is identified for young people with identified psychological wellbeing and mental health concerns. Specific attention is given to the needs of young people with a chronic, long-term condition

16. Title Contacts – North Lancashire Louisa Balderson – NHS North Lancashire louisa.balderson@northlancs.nhs.uk Natalie Woof – NHS North Lancashire Natalie.woof@northlancs.nhs.uk