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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.

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20200213_Stockton on tees_ E&V University hospital of north tees a&e and urgent care centre.pdf