Enter and view: North Ormesby Health Village

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Summary of report content

Healthwatch Middlesbrough had received complaints regarding staff attitudes at North Ormesby Health Village towards some young people accessing the service. Healthwatch Middlesbrough decided to carry out an Enter and View to observe a regular drop-in clinic. This Enter and View which was carried out 9th July 2015 allowed members of our team to observe the drop-in session, taking into account how the receptionist dealt with patients, patient privacy and waiting times. The recommendations Healthwatch Middlesbrough made include: 1. Approximate waiting time to be displayed to allow those attending the service to make an informed decision to either wait, return another day, make an appointment or find an alternative service 2. The possible introduction of a number dispensers system. This would add to anonymity of the people being called for their allotted slot as well as give an indication of waiting times 3. On-going customer service training for all staff with the possible introduction of involving young people in this training, perhaps utilising students from the college Healthwatch Middlesbrough also received a response by North Ormesby Health Village which is included in the report.

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General details

Report title 
Enter and view: North Ormesby Health Village
Local Healthwatch 
Healthwatch Middlesbrough
Date of publication 
Thursday, 9 July, 2015
Date evidence capture began 
Thursday, 9 July, 2015
Date evidence capture finished 
Thursday, 9 July, 2015
Type of report 
Enter and view
Key themes 
Cleanliness hygiene and infection control
Information providing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-6137

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
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

Secondary care services 
Sexual health

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
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? 
Yes
Is there evidence of impact external to the report? 
Yes
What type of impact was determined? 
Implied Impact
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.