Dudley Clinical Commissioning Group Urgent Care Consultations Questionnaire Survey: Dudley Borough Walk-in Centre Russells Hall Hospital Accident and Emergency

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Summary of report content

Healthwatch Dudley undertook a questionnaire survey at the Dudley Borough Walkin Centre and Russells Hall Hospital Accident and Emergency on behalf of the Dudley Clinical Commissioning Group (DCCG) as part of its review of Urgent Care services. In total 943 patients (or their representatives) participated in the questionnaire survey. Nearly nine in ten were registered with a doctors surgery and 57% indicated that they travelled straight to the Walk-in Centre or Accident and Emergency without getting any medical advice.

When patients were asked about whether they had tried to contact a doctor’s surgery before coming to the Walk-in Centre or Accident and Emergency 57% of those who had given said they had not tried to contact a doctors surgery. Nearly one in three of those who had obtained medical advice were referred on to the Walk-in Centre or Accident and Emergency by a doctor’s surgery.

Patients were concerned about the proposal to close the Walk-in Centre which is popular and fills a gap in primary care service provision (especially for patients unable to get an appointment at a doctors surgery). Any new facility to replace the Walk-in Centre would need to consider patient issues relating to its location and accessibility, the types of services provided, and car parking issues.

It is a mixed picture regarding patient perceptions of whether a doctor’s surgery could have helped them if they had been able to get an appointment and in terms of patients’ past experience of getting into a doctor’s surgery. Nevertheless, 48% of patients said they would be happy to be referred back to a doctor’s surgery for treatment after assessment at the Walk-in Centre or Accident and Emergency. Meanwhile, there is a demand from particular patients’ groups for seven day opening of doctors’ surgeries, longer opening hours, shorter waiting times for appointments, and more same day appointments. Questions arise about how to get patients who are using the Walk-in Centre and where it is appropriate Accident and Emergency to use doctors’ surgeries and avoid simply shifting patients around without dealing with underlying problems around access to doctors’ surgeries.

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General details

Report title 
Dudley Clinical Commissioning Group Urgent Care Consultations Questionnaire Survey: Dudley Borough Walk-in Centre Russells Hall Hospital Accident and Emergency
Local Healthwatch 
Healthwatch Dudley
Date of publication 
Friday, 31 January, 2014
Date evidence capture began 
Friday, 29 November, 2013
Date evidence capture finished 
Thursday, 5 December, 2013
Type of report 
Report
Key themes 
Booking appointments
Building and facilities
Service closure
Service delivery organisation and staffing
Healthwatch reference number 
Rep-7791

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
943
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
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.