Enter and view: North Ormesby Village Health Sexual health services

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Summary of report content

After receiving some complaints regarding staff attitudes at North Ormesby Health Village Middlesbrough towards some young people accessing the service, Healthwatch Middlesborough decided to carry out an announced Enter and View visit to North Ormesby Health Village Sexual Health Services on 9th July 2015. As the visit coincided with a drop-in session, it was very busy. The Healthwatch team found the reception staff to be very helpful and polite to patients checking in, and if needed the patients could talk in confidence in a separate private room. There were no visible indicators of waiting times, but it seemed apparent that on average there was up to one and half hour wait. Although the Enter & View team did not feel any immediate changes were necessary following their observations on the day, some improvements were recommended by the them. • Approximate waiting times 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. • The possible introduction of a number dispensers system. • 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. The provider provided a detailed response to these recommendations explaining how they have already been implemented and the outcome of that.

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General details

Report title 
Enter and view: North Ormesby Village Health Sexual health services
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Monday, 20 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 
Booking appointments
Building and facilities
Health and safety
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5417

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
0
Age group 
All people under the age of 18
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
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? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.