Another day in the life of Halton Urgent Care Centres

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Summary of report content

Healthwatch Halton conducted a series of visits to Halton NHS Urgent Care Centres between July 2017 and January 2018 to review the progress being made following their 2015 'A Day in the life of...' series of visits to the same locations. As in 2015, the survey consisted of two parts. Part one was completed with the patient while they were waiting to receive treatment. Part two was completed by the patient after treatment. In these visits, a total of 241 people completed the survey, 111 were visiting the Widnes Urgent Care Centre and 130 visiting the Runcorn Urgent Care Centre. 43% of people said it was the first time they’d used the Centres in the previous 12 months. The patients who had used the Urgent Care Centres previously had averaged 3.3 visits in the past 12 months and over 50% said they would have gone to the local A&E department if the Urgent Care Centres hadn’t been available. 59% of people said that they went straight to the UCCs without seeking help anywhere else. This a similar figure to the one in the original report ‘A day in the life’ where 61% said the same thing. Although not a question on the survey, people were asked to comment on why they had not looked for help anywhere else. While some patients said that they felt their need was urgent, the majority of people said they didn’t think their GP would have an appointment available for that day. Of the 89 people who had sought help elsewhere first, 5 people said their GP had advised them to go to the Urgent Care Centre and the remainder had been unable to get an appointment for that day. There were a number of recommendations made in the report, mainly on ensuring both Urgent Care Centres make the same amenities (free water, electronic appointment/ waiting times board,) and both the Halton Clinical Commissioning Group, and the Bridgewater Community Healthcare NHS Foundation Trust have responded positively to the report and the recommendations contained within.

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General details

Report title 
Another day in the life of Halton Urgent Care Centres
Local Healthwatch 
Healthwatch Halton
Date of publication 
Saturday, 31 March, 2018
Date evidence capture began 
Friday, 21 July, 2017
Date evidence capture finished 
Wednesday, 31 January, 2018
Type of report 
Key themes 
Booking appointments
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Consent to care and treatment
Food and nutrition
Health inequalities
Health promotion
Health protection
Information providing
Integration of services
Quality of care
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Primary research method used 
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

Primary care services 
Urgent care services
Urgent and emergency care services 
Urgent care services

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Types of health and care professionals engaged 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
What type of impact was determined? 
Implied Impact

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.