An evaluation of the urgent care centre at New Cross Hospital

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Summary of report content

Healthwatch Wolverhampton wanted to evaluate the new urgent care centre (UCC) which came into being on 1st April 2016.They approached the Wolverhampton Clinical Commissioning Group (CCG) with a research proposal to review the patient experience of users of the UCC. The research method chosen was a face to-face survey to focus on the quality of service delivery and meeting the needs of patients. The results would provide evidence for one of the Key Performance Indicators in the UCC service specification, requiring the provider to conduct patient surveys. The main findings were: • 63% were referred to the UCC by another service and over half of these were from the NHS 111 service. • 78% provided GP-related reasons for attending the UCC, including those who couldn’t get an appointment or whose GPs were closed. • 85% said that it was easy or very easy to find the UCC. Signposting was the most common recommendation for improvement. • 88-93% rated the friendliness, helpfulness and understanding of staff as good or very good. However, 34% rated waiting time as poor or very poor. • 90-93% rated lighting, cleanliness and availability of seating as good or very good. • 73% were waiting two hours or less to be seen. • 56% said that the clinician gave their name and 41% explained their job role. • 83-95% agreed or strongly agreed that, during their consultation, they had time to explain their problem, had a clear explanation of their diagnosis and were told what would happen next. However, 68-71% disagreed or strongly disagreed that they were given printed information about their diagnosis and treatment. • 79% said that information was not available or they were unsure about how they could make a comment, compliment or complaint.. • 81% were satisfied or very satisfied overall with the service at UCC. 12 recommendations were made. It does not include a response from the service provider.

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General details

Report title 
An evaluation of the urgent care centre at New Cross Hospital
Local Healthwatch 
Healthwatch Wolverhampton
Date of publication 
Monday, 1 May, 2017
Date evidence capture began 
Monday, 6 February, 2017
Date evidence capture finished 
Friday, 10 February, 2017
Type of report 
Service evaluation
Key themes 
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Food and nutrition
Health and safety
Health promotion
Information providing
Public involvement
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
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? 
Not known
If this work has been done in partnership, who is the partner? 
Wolverhampton Clinical Commissioning Group
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? 

Details of health and care services included in the report

Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Sexual orientation 
Not known
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? 
Not known
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? 
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.