Enter and view: the University Hospital of North Tees A&E and Urgent Care departments

Download (PDF 469KB)

Summary of report content

Healthwatch Stockton-on-Tees undertook an Enter and View visit to the University Hospital of North Tees A&E and Urgent Care departments in October 2019.

Healthwatch gathered feedback from 77 patients, 30% of whom were in A&E and 70% were in Urgent Care.

Just over 60 per cent of patients waited less than an hour to be seen.  Very few of the patients felt they had been kept informed of delays.  Most people felt that the care was excellent, good or OK. The quality of the service was the most important factor to most patients, followed some way behind by the length of time they had to wait to be seen.  Generally, people were happy with their treatment.

Healthwatch observed that the urgent care waiting room was crowded on one of the days visited and it was oppressively hot.  They also had concerns about the apparent lack of facilities for vulnerable people.   Signage was generally quite poor in urgent care. There was no TV monitor in urgent care and no visible/audible indication of the anticipated time it may take to be seen.

The A&E waiting area was much more spacious than the waiting area in the Urgent Care department. Signage and information to patents was good.   Staff on reception commented that although some GP practices now offer a “walk –in” service patients often prefer to present themselves at A&E/Urgent Care. Many do not seem to be aware that appointments can be made using the NHS 111 service.

Most people were happy with the service being provided and most were very complimentary about the staff on duty.

There were nine recommendations covering better information to patients, check in procedure, and assistance for people who need it.

The report includes a response from the provider.

Would you like to look at:

General details

Report title 
Enter and view: the University Hospital of North Tees A&E and Urgent Care departments
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Thursday, 13 February, 2020
Date evidence capture began 
Friday, 11 October, 2019
Date evidence capture finished 
Monday, 14 October, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Health and safety
Information providing
Quality of care
Quality of staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
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

Urgent and emergency care services 
Accident & emergency
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 
Does the information include other people's views? 
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? 
Is there evidence of impact external to the report? 
Not known
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.