An evaluation of South Tees Access & Response STAR Scheme

Download (PDF 583KB)
You voted 'No'.

Summary of report content

The STAR scheme was created to help improve access to GP services outside the current core hours for patients needing urgent care or advice and is open to all patients registered with GP practices across Redcar, East Cleveland and Middlesbrough. The STAR scheme is available between 6.30pm-9.30pm Monday to Friday or 8.00am-8.00pm weekends and bank holidays and is accessed through the NHS 111 number. The evaluation of this service was done by the use of questionnaires and patient interviews for individuals using the STAR scheme. Questionnaires were then analysed and recommendations made to improve patient experience. A total of 95 questionnaires were completed. 70 out of the 95 patients had not used the STAR scheme before. Most patients had nothing but praise about the service and care they received. However, around half the patients accessing the service had just walked into the hubs without making an appointment through NHS 111. Overall the view of Healthwatch of the STAR service was very positive with patients highly recommending it to their family and friends and the majority rated the location, ease of access, parking and opening hours as excellent. Recommendations; to reinforce to patients that appointments needed to be made via NHS111 prior to accessing the service and to increase advertising and promotion of the service to ensure a wide reach to the communities as quite a few people had not heard about this service until informed by their GP.

Would you like to look at:

General details

Report title 
An evaluation of South Tees Access & Response STAR Scheme
Local Healthwatch 
Healthwatch Middlesbrough
Healthwatch Redcar & Cleveland
Date of publication 
Monday, 1 August, 2016
Date evidence capture began 
Friday, 1 April, 2016
Date evidence capture finished 
Sunday, 1 May, 2016
Type of report 
Patient experience
Key themes 
Quality of care
Healthwatch reference number 

Methodology and approach

Primary research method used 
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
GP practice
Out of hours

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
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? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

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.