Enter and View: John Radcliffe Hospital Urgent Care Centre

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Summary of report content

Healthwatch Oxfordshire undertook an Enter and View visit to the John Radcliffe Hospital Urgent Care Centre in January 2019. In early 2018, Healthwatch Oxfordshire heard that many patients were presenting at the Emergency Department with ailments more appropriate to a GP visit. They were interested in finding out whether there was any reason they were not presenting at their GP or Out of Hours services. They spoke to twenty-five patients and four members of staff.


The Urgent Care Centre is an important service which is used to alleviate pressure on the Emergency Department.  Clinical staff said that the Urgent Care Centre sees between twelve and thirty-two patients per shift.

Most patients that Healthwatch Oxfordshire spoke to were advised to attend the Emergency Department by a GP or NHS 111.  At the Urgent Care Centre, they were then screened and referred to a GP, which suggests that a review of the 111 and GP triage process may be useful.   There was also some confusion from the public about accessing extended/out of hours GP services.  People were happy with the service that they received at the Urgent Care Centre.


There are 3 recommendations in the report about information to patients about the purpose of the Urgent Care Centre.  There is a detailed response to the recommendations from the provider in the report.


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General details

Report title 
Enter and View: John Radcliffe Hospital Urgent Care Centre
Local Healthwatch 
Healthwatch Oxfordshire
Date of publication 
Wednesday, 12 February, 2020
Date evidence capture began 
Saturday, 5 January, 2019
Date evidence capture finished 
Friday, 18 January, 2019
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
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

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 
Mixed / multiple ethnic groups
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? 
Not known
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? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

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.