Enter and view: Urgent Care Centre

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Summary of report content

Healthwatch 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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General details

Report title 
Enter and view: Urgent Care Centre
Local Healthwatch 
Healthwatch Dudley
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
Key themes 
Access
Administration
Admission
Building and facilities
Communication between staff and patients
Decor
Discharge
Engagement
Health inequalities
Health promotion
Health protection
Information providing
Quality of appointment
Quality of staffing
Quality of treatment
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-6098

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
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

Details of people who shared their views

Number of people who shared their views 
171
Age group 
Not known
Gender 
Not known
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? 
No
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
Is there evidence of impact external to the report? 
Yes
What type of impact was determined? 
Implied Impact
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.