Enter and view: St Charles NHS Urgent Care Centre

Download (PDF 278KB)

Summary of report content

In February 2018, Healthwatch Central West London carried out an announced enter and view visit to St Charles NHS Urgent Care Centre (SCUCC). The visit was conducted as part of their ongoing work regarding changes that are happening in the primary and urgent care provision in the area. Dignity Champions are volunteers recruited from the local community who work to improve standards of dignity in health and social care services. During the visit, they engaged with 9 service users, 4 members of staff and a member of the Patient Advice and Liaison Service (PALS) team. The volunteers found that SCUCC was operating to a good standard of hygiene and cleanliness. Dignity Champions observed the clinical team providing a high standard of care in relation to dignity and respect. Patients and visitors had positive opinions about SCUCC in general and spoke highly of the medical staff and the care received. Patients considered SCUCC to be a convenient place to receive quality urgent care. Overall during the visit, the ward clinical team and management demonstrated evidence of good practice. However, the Dignity Champions noted some areas for improvement in regard to signage and information and the report makes 7 recommendations. The report contains a response from the provider, addressing the recommendations made and highlighting actions they have taken to make improvements.

Would you like to look at:

General details

Report title 
Enter and view: St Charles NHS Urgent Care Centre
Local Healthwatch 
Healthwatch Central West London
Date of publication 
Thursday, 1 February, 2018
Date evidence capture began 
Wednesday, 7 February, 2018
Date evidence capture finished 
Wednesday, 7 February, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Lifestyle and wellbeing
Quality of staffing
Service closure
Staff attitudes
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
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

Primary care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
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 
Service manager
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? 
What type of impact was determined? 
Implied Impact
Tangible Impact (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.