Summary of report contentHealthwatch Dudley staff and volunteers visited Russells Hall Hospital Accident and Emergency Department and Dudley Urgent Care Centre between the 20th and 26th July 2015. Different segments of the day and night were covered over a 24 hour period during the seven days to get people’s views and experiences of accessing urgent care services and insights into the operation of the Dudley Urgent Care Centre. A questionnaire survey was designed and made available as a paper-based document that Healthwatch Dudley staff and volunteers used to get people’s views and experiences of accessing urgent care services. A total of 171 visitors to the Dudley Urgent Care Centre participated in the questionnaire survey. Healthwatch Dudley staff and volunteers also spent time observing staff and visitors to the hospital and urgent care centre reception and waiting areas. The key findings suggest there are benefits for visitors to the Dudley Urgent Care Centre associated with it being co-located at the Russells Hall Hospital adjacent to the Accident and Emergency Department and close to other key hospital services. In turn, it operates on a 24 hours a day, 7 days a week basis and there are more staff than there were in the old Walk-in Centre with a wider range of skills and expertise. However, the study identifies possible scope for improvement at the Dudley Urgent Care Centre and to the services it provides
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Enter and view: Urgent Care Centre
Date of publication
Sunday, 26 July, 2015
Date evidence capture began
Monday, 20 July, 2015
Date evidence capture finished
Sunday, 26 July, 2015
Type of report
Enter and view
Building and facilities
Communication between staff and patients
Quality of appointment
Quality of staffing
Quality of treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Urgent care services
Number of people who shared their views
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?
What type of impact was determined?
Tangible impact (not cost related)