Enter and View, Kassam NHS Vaccination Centre

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Summary of report content

Part of the local Healthwatch Oxfordshire programme is to carry out Enter and View visits. Local Healthwatch Oxfordshire representatives carry out these visits to health and social care services to find out how they are being run and make recommendations where there are areas for improvement.

Purpose of Visit

  • To observe how the COVID-19 vaccination centre operates and provides its services.
  • To collect views from patients, volunteers, and staff on how the vaccination centre service is provided.
  • To identify ‘Best Practice’ and highlight any areas of concern.

HW Oxfordshire spent nearly 5 hours at the Centre on 4th February 2021.  They spoke to staff and St Johns Ambulance volunteers on site.  Given the nature of the service – vaccination for elderly and vulnerable patients - they did not try to talk to patients but distributed a paper questionnaire and a link to the online survey. In total, they heard from 106 staff and patients.

Summary of findings

  • Comments from patients were overwhelmingly positive about the organisation, safe environment and efficiency of the programme, and the attitudes of staff and volunteers.
  • The centre as the first of its kind in the area had a learning culture. Management listened to staff, and changes happened quickly to improve the patient experience and process as a result.
  • The environment was calm with a reassuring hum of activity.
  • The patient journey from arriving on site was smooth, with clear directions and supported by marshals before entering the building and throughout. This included from car park staff through to exiting the centre.
  • Visitors undertook lateral flow tests before entering.
  • Staff were accessible and friendly and easy to talk to-and always offering support and direction.
  • Patients with mobility issues were guided to the lifts; there was a one-way system throughout; the exit route was down an external stairway that could be a challenge for some in poor weather.
  • Generally, staff reported being well trained with good levels of information.  However, we heard a level of disquiet about overstaffing, shifts being cancelled and pay discrepancies between Medac and Oxford Health bank staff.
  • The staff rest area environment was untidy, with the drink preparation area unclean.  Social distancing was not always adhered to in this area.

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General details

Report title 
Enter and View, Kassam NHS Vaccination Centre
Local Healthwatch 
Healthwatch Oxfordshire
Date of publication 
Friday, 9 April, 2021
Date evidence capture began 
Thursday, 4 February, 2021
Date evidence capture finished 
Thursday, 4 February, 2021
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Quality of appointment
Quality of staffing
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment

Methodology and approach

Primary research method used 
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 
Community pharmacy
Diagnostic and/or screening service - single handed sessional providers
Community services 

Details of people who shared their views

Number of people who shared their views 
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 
Allied health care professionals
Care / support workers

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

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.