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Pennine Care NHS Foundation Trust provided a number of in reach health services to HMP Buckley Hall from its Rehabilitation and High Support Directorate.

Patients complained about longs queues when collecting their medication from the healthcare centre. Patients complained about a lack of privacy when collecting medication, with other patients looking over their shoulder and listening to their discussions with staff. Patients told us the arrangements in place for patients to collect their medication impacted upon the reception area and other patients who were visiting healthcare. Patients told us they had witnessed verbal abuse and hostility aimed at nursing staff. They told us of witnessing fights between patients in the reception area and of patients being bullied to hand over their medication.

Patients said they were not always told when a health care appointment had been made for them at the healthcare centre and they only found out when they attended healthcare to chase up their appointments.

Patients told us it was difficult to rearrange follow up hospital appointments once they moved to Buckley Hall from another prison. Patients didn't know who to speak to or who was responsible for rearranging hospital appointments.

Patients complained about the reception area and said it was cold and there wasn't enough seating.

Patients told us that when they attended 'Sick parade,' they had to wait a long time to be seen by a nurse. They told us that the appointment system to see a nurse in clinic didn't work and waiting times were lengthy and staff didn't explain when they would be seen. Patients said that they were rarely seen on time, waiting times were long, appointments didn't run on time.

One patient described healthcare services provided as, 'second to none,' and said 'Nurses are always pleasant but I'm always respectful to them too.'

One patient told us that they had seen other patients speak to healthcare staff in a very disrespectful way. They told us they believed that nursing staff did not deserve to be spoken to in this way. They told us that they were aware that a lot of patients complained about healthcare but they'd had a very positive experience.

One patient said of healthcare service, 'I can't explain the brilliance of this service; they do take you serious if you have a serious illness and they never judge you.'

'Nurses have a poor attitude.'

'You can't get an appointment with the doctor or with a nurse so you report to the 'sick parade.'

'There is no proper appointment system.' 'We have to wait a long time to see the doctor and sometimes we miss our lunch.'

'It's not very well organised, I come here because I don't feel well and nobody tells you what time you will be seen.'

'The nurses don't explain things to you; some are good others speak to you like you are dirt.'

'I've been waiting seven months for dental check up.'

A patient told us that they had nothing but praise for the dental care provided at HMP Buckley Hall and said, 'I couldn't fault them, they did a great job for me and I didn't have to wait a long time.' Another patient told us they had to wait five days for an appointment and they were in considerable pain during this time. When asked patients were not aware of out of hours emergency dental arrangements that were in place.

One patient who was a diabetic wasn't aware that a diabetes clinic was held on a regular basis and said no one had made him aware of this.

One patient told us he was left without his inhaler for three days.

One patient described in house mental health services provided as, 'second to none,' and said staff had been, 'A tower of strength when I first came to the prison.' 'They offer care and assistance.' 'I was assessed by (member of staff) who asked me about my past history of mental health problems. They wanted to know how I was feeling and what support I needed for the future. I felt reassured by this.'

And 'I have a strong sense of support from the team.'

'They go out of their way to assist patients.'

'The Doctor's are very nice.' (Psychiatrists)

Another patient described the in house mental health team as a 'Good service.'

One patient told us, 'You get a good respond if you have mental health problems. If you've got physical problems you've no chance.'

Of the In reach team one patient said, 'There's a real willingness from them to help you.' And 'They talk and explain thing to you and listen to what you have to say.'