Enter and view: North Somerset Community Hospital, Minor Injury Unit

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Summary of report content

Healthwatch North Somerset conducted an Enter and View visit at the North Somerset Community Hospital Minor Injury Unit (MIU) in November 2017 to hear service-user experiences and opinions following positive public feedback. The primary focus of the visit was to understand how and why people chose to attend the MIU. Enter and View representatives observed activity on the unit and engaged with 17 patients over a series of 3 time slots throughout the day, as well as their families and friends.The observation focused on the following areas: location and parking, reception and waiting area, waiting times, treatment, staff, and patient experience. The overwhelming responses of those attending the MIU were very supportive. All informed that the service was good, very good or excellent. All patients were seen within the timeframes indicated on the whiteboard next to the reception desk. Key recommendations were made:- - To improve safety features at the entrance and carpark at the premises - To ensure opening times are clearly publicised online - To ensure patient privacy is considered at all times - To equip the reception with a hearing loop The Hospital provided a detailed response to the report and have actioned or outlined plans to implement recommendations made.

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General details

Report title 
Enter and view: North Somerset Community Hospital, Minor Injury Unit
Local Healthwatch 
Healthwatch North Somerset
Date of publication 
Wednesday, 8 November, 2017
Date evidence capture began 
Wednesday, 8 November, 2017
Date evidence capture finished 
Wednesday, 8 November, 2017
Type of report 
Enter and view
Key themes 
Admission
Building and facilities
Car parking access
Communication between staff and patients
Quality of care
Quality of staffing
Quality of treatment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-6330

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Unstructured Interview
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

Primary care services 
Urgent care services
Urgent and emergency care services 
Urgent care services

Details about conditions and diseases

Conditions or diseases 
Injuries, accidents and wounds

Details of people who shared their views

Number of people who shared their views 
17
Age group 
All
Gender 
All
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? 
Yes
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? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)
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.