Enter and view: Gem Centre

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Summary of report content

Healthwatch Wolverhampton did an announced Enter and View visit to the Gem Centre which provides Children, young people and family services, on 24th February 2015. Accessibility to the centre was an issue with not enough parking spaces and bus stop information not updated or accurate. The centre was very clean, bright and spacious, with good accessibility for people with disabilities. Reception staff were nice but not enough space in the waiting room was available. The lifts and other units/departments were well signposted. Several services are provided at the centre by Royal Wolverhampton Trust, Wolverhampton City Council and Black Country Partnership NHS Foundation Trust, with separate rooms available for different ages of children with special security and privacy. The team felt the complaint system was not clear. Reception staff forward complaints to PALS and managers in the case of informal complaints. There is no single care Pathway to access services at the Gem. There are various routes for patients/ carers to access the services provided by the centre. Although the team had a good tour of the centre and managed to talk to the Assistant Directorate Manager and a the Divisional Medical Director and various staff at the centre, they were not able to talk to any patients/ carer or parent. The following recommendations were made: More notices and information to patients/ carers and significant other about how to lodge complaints and about the role and function of PALS. More information on how individuals/carers and significant others can join focus groups and more information as to aims and frequency of meetings. There needs to be more clarity as to how the issues raised in the various groups are taken up and then resolved by management and communicated back to the various focus groups. The report lists some more recommendations however no response is included from the provider.

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General details

Report title 
Enter and view: Gem Centre
Local Healthwatch 
Healthwatch Wolverhampton
Date of publication 
Tuesday, 24 February, 2015
Date evidence capture began 
Tuesday, 24 February, 2015
Date evidence capture finished 
Tuesday, 24 February, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health and safety
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
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? 
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

Mental health services 
Child and adolescent mental health services (CAMHS)
Social care services 
Children services

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Mental health
Social / behavioural
Long term condition
Types of long term conditions 
Deafness or severe hearing impairment
Learning disability
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 
Not known

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? 

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.