Check the pulse: Urgent care hub report

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Summary of report content

Healthwatch South Tyneside (HWST) created this 'Check the pulse' report to take a snapshot of the Urgent Care Hub at South Tyneside District Hospital. The snapshot report follows some South Tyneside residents over the last two years expressing to Healthwatch South Tyneside that, in their experience, the Urgent Care Hub could be improved following the relocation of The Jarrow Walk-in Centre. It was considered that as South Tyneside Urgent Care Hub had been operational since October 2015 and should be firmly embedded at the hospital site; it would be of value to 'Check the Pulse' and gather a snapshot of the service. Some findings from the report include:  A GP was not always present at the South Tyneside Urgent Care Hub during published opening times.  The service was available 65% and unavailable 35% of the published opening times over the period Healthwatch South Tyneside visited.  GPs are working alone away from the main reception and Accident and Emergency area.  Staff considered there were not enough staff to support the service. The report gives 8 recommendations, including:  The Urgent Care Patient Pathway is not available to staff; HWST recommend that this is provided to South Tyneside Urgent Care Hub staff; and they become familiar with it. This would help ensure that South Tyneside residents receive the right treatment, at the right time, in the right place as was promised by the STCCG in their consultation that resulted in the relocation of The Jarrow Walk-in Centre.  NHS 111 continue to refer residents to the South Tyneside Urgent Care Hub despite having been informed when this service is not available; HWST recommend that the South Tyneside Urgent Care Hub and NHS 111 develop a protocol for when the service is closed during commissioned hours and that adherence to this is monitored.  HWST is unclear what options are available to people should the service be unavailable during commissioned hours; and would like some clarity from the commissioners regarding what alternative provision is available to meet the needs of South Tyneside residents. People contacting NHS111 should be informed if the South Tyneside Urgent Care Hub is unavailable and what options are open to them to meet their urgent care and treatment needs.

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General details

Report title 
Check the pulse: Urgent care hub report
Local Healthwatch 
Healthwatch South Tyneside
Date of publication 
Wednesday, 31 January, 2018
Date evidence capture began 
Monday, 11 December, 2017
Date evidence capture finished 
Friday, 19 January, 2018
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Health promotion
Information providing
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff levels
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 
How was the information collected? 
Visit to provider
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
Secondary care services 
Accident & emergency

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? 
Not known
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? 
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.