24 hours in urgent and emergency care follow-up

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Summary of report content

Healthwatch Doncaster undertook a follow up project on the patient’s perspective on the delivery of Urgent and Emergency Care (UEC) services in Doncaster. Unfortunately the Covid-19 Pandemic has meant that they were unable to conduct the follow up project face-to-face.  They spoke to 74 people.

Most of the people that Healthwatch spoke to said that appointments were quick and efficient, delivered by ‘brilliant’ staff and that they felt reassured by the measures in place to prevent the spread of Covid-19. Patients accessing Urgent Treatment Centres (UTC) at Doncaster Royal Infirmary (DRI) and Mexborough Montagu were pleased with the speed at which they were seen.

Feedback for The Emergency Department (ED) at DRI was that most patients were happy with the care they received. However some expressed concern at not being able to be accompanied by someone when they were feeling confused, extremely unwell or unable to understand what the clinicians were saying due to wearing masks.

It emerged that some patients have accessed the Emergency Department and The Same Day Health Centre as a means of having a face-to-face consultation with a clinician due to this not being available through their GP practice.

In light of the feedback from patients who accessed the Emergency Department Healthwatch Doncaster made a recommendation for consideration by service providers relating to patients, where necessary and appropriate, being able to be accompanied during the triage process.

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General details

Report title 
24 hours in urgent and emergency care follow-up
Local Healthwatch 
Healthwatch Doncaster
Date of publication 
Tuesday, 27 October, 2020
Date evidence capture began 
Tuesday, 11 August, 2020
Date evidence capture finished 
Monday, 31 August, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.